Musculo-skeletal First Contact Practitioners - Friends and Family Test Results - April 2025

Your Feedback on our Musculo-skeletal First Contact Practitioners Service, provided by East Elmbridge Primary Care Network (PCN)

Patient Experience Summary – April 2025

Thank you to everyone who took the time to share feedback on your recent FCP appointments. Your comments help us understand what is working well and where we can improve.

What’s Going Well

Positive ratings

The majority of patients rated their experience very highly:

  • 50.0% rated the service as Very good

  • 38.5% rated it as Exceptional

This means nearly 9 out of 10 patients gave the highest possible ratings.

Professional, friendly staff

Many patients described our clinicians as approachable, kind, and reassuring.

Helpful advice and support

Patients appreciated the clear assessments and useful exercises provided during appointments.

Patient comments:

“She was very kind and easy to talk to. Left me feeling cared for.”
“Seems like the practice has raised their game lately. Hope it continues.”
“The physio was excellent and had a good manner.”

What We’re Working On

Follow-up communication:  Some patients told us they did not receive promised referrals, X-ray booking links, or follow-up information.

  • It sometimes takes time to make the referral—our team prioritises these based on clinical need, and occasionally more urgent cases must take precedence. We do not want you to wait any longer than absolutely necessary.
    Please take charge of your care—if you have not heard from us, let us know. It helps us improve and ensures you get the support you need.

Prescription delays:  A few patients experienced delays in accessing pain relief.

  • Prescribing painkillers or anti-inflammatory medication may seem straightforward, but it requires careful clinical judgement. These medicines can have significant side effects, especially for people with other health conditions or those already on regular medications. Prescribers need time to ensure that treatment is safe, appropriate, and consistent.

Clear next steps:  Some patients left their appointment unsure about what to do next.

  • We will discuss this feedback with our FCPs. They want you to feel confident about what comes after your appointment, and they will work to give clearer explanations and follow-up plans so you know what to expect and when.

Why We Sometimes Refer to A and E:  One patient commented that being advised to go to A and E felt like a waste of resources.

  • While we understand this concern, please be assured that we only recommend going to A&E when we believe there may be a potentially serious condition—such as a fracture or neurological concern—that requires urgent investigation.  A&E departments have access to tests and imaging that we cannot provide in the clinic. These referrals are made to ensure that you receive the right care, in the right place, without unnecessary delay. Your safety is always our priority.

Feedback Summary

  • Exceptional: 38.5%

  • Very good: 50.0%

  • Fair: 3.8%

  • Poor: 7.7%

Thank You

We appreciate all the feedback you have given. It helps us improve our service and ensure we provide the best possible care. We are committed to acting on what you tell us.

Published on 8 May 2025