Friends & Family Survey - Ravensworth Surgery, South Shields & The Medical Centre, Jarrow
Survey for Month: March 2026
Total responses received: 194	
Very good surgery experience overall	149	
Good overall surgery experience	30	
Neither good nor bad overall surgery experience	5	
Poor overall surgery experience	6	
Very poor overall surgery experience	1	
Don't know 	0	
No rating given	1	
Fair overall surgery experience                                                                                                                            2	
Positive comments received this month, included:
Everything is spot on.                                                                                                                                                       Pleasant nurse and dealt with quickly.
Very friendly and knowledgeable.                                                                                                                      Listened and made referral to correct place.
Quick visit.                                                                                                                                                                                 Had injection-didn’t feel any pain.	
Negative comments received this month included: 
Wrong surgery was advised.                          B12 appt was cancelled and this prevented making smear appt which I was advised to do at B12 appt.
Looked at my mole with something other than eyes-its changed but I was told "it's fine".                No shingles vax on arrival for appt x 2 patients.
All I wanted was antibiotics for mouth infection but "she" rang 111. I got them from elsewhere.	
Practice response to feedback: Thank you for the feedback given for March. Addressing negative experiences is very important to us.
Whilst we may not always be able to change certain methods or happenings [like unexpected staff absence], we do take on board and aim to
Improve wherever possible. We would apologise to any patient that has been mistakenly sent to the wrong site. Call-takers & care navigators
are regularly reminded to be sure to check and pass on the correct details. Without full information we cannot check why a patient would be 
advised to make another appt for something else when attending for a vaccination – perhaps the person advising that was not in a position to 
make appointments but certainly all our call takers and care navigators can do so, so please just ring the surgery or approach reception at any
time during working hours. We cannot trace which patient has concerns over their mole but we can confirm that a special dermatoscope is used
to view as this gives clear sight of skin lesions. Wherever a patient is not satisfied with the outcome of an appointment, please make another
appointment to discuss this further with a clinician.
We sincerely apologise that shingles stock was delayed and 2 patients arrived for appointments unnecessarily. We have since recreated our 
stock record keeping and reminded staff that regular checks must not be forgotten, with back up cover when staff are on leave.
Without more information, we cannot assess why a member of staff would ring 111 regarding a patient requesting antibiotics. Ordinarily, these
are not prescribed without a GP/ANP seeing a patient and any dental related problems have to be seen by a dentist. Possibly the member of 
staff was going above and beyond to get advice for the patient, if no clinician was in the building at the time. 
The item that fell under very poor category was related to an optician report and a misunderstanding of some kind – as we can't identify 
whom this is about so that we can investigate, would the patient [or their family member that posted the comments] please get in touch 
with the surgery, if this has not already been dealt with.