3.9 Service Feedback – Patient and Service Users Experience Survey and Appreciations From our SMS patient feedback surveys, we received a total of 12,661 responses. On average, 83.5% of respondents rated the service as ‘Excellent’ or ‘Very Good’, with an overall Friends & Family Test (FFT) score of 96.5% across services where the SMS survey was implemented. This included all services except Norwich Health Centre and Millwood Medical Practice. These two practices also collected FFT data, generating a combined 4,631 additional responses, with an average FFT score of 92% . Furthermore, a total of 1,073 specific compliments were received across all of our services.
Service
Average % of positive FFT recommendations 2023/24 period
Average % of positive FFT recommendations 2024/25 period
Average % of positive FFT recommendations 2025/26 period
Enhanced Access
**
**
98% 95% 87% 95% 92%
JPUH NNUH
95% 88% 94% 92%
90.5% 87.5%
QEH
96% 91%
GP at the Front Door Services overall average Home Visiting Service - Norwich Lower Gastrointestinal Support Service
*
98%
99%
**
100%
100%
Millwood Medical Practice
*
*
94% (Note: data from 22.12.2025 - 31.03.2026)
Norwich Health Centre
83.5% (Note: data from 10.12.2023- 31.03.2024)
91.5%
90%
Rapid Diagnostic Service Vulnerable Adults / Asylum Seeker Services
** **
100% 100%
100% 100%
Walk In Centre
**
100%
98%
* Denotes that this service was not operational / under NPC management in the relevant period **Denotes that this data was not collected in the 2023/24 period as this has formed part of the improvements initiated in our patient feedback surveys over the 2024/25 period.
Norfolk Primary Care - Quality Account 2025/26
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