Pond Tail Surgery – Friends and Family Survey Results

84% – Overall Service ‘Very Good’

We are delighted to see all the hard work that’s been put into Pond Tail Surgery in Godstone paying off and that our patients are reaping the benefits, as shown in their recent Friends & Family Survey. 100% of patients who took part have experienced either a ‘very good’ or ‘good’ overall service; with 84% scoring ‘very good’. Many positive comments have been made, such as:

“I feel Pond Tail has been in some disarray for some time, but whatever changes have been made are a huge improvement.”

“The practice has definitely improved, I have received very good care.”

“I was able to book a same day appointment and received a great service from both reception team and doctor.”

“I didn’t feel judged or that I had wasted anyone’s time – I was listened to and had things explained – I wasn’t rushed by who I saw it was so nice.”

“The whole team are always helpful and polite. They do their best to give you appointments on the same day. It’s also very helpful that the nurse practitioner can prescribe and refer which must lighten the load on GPs. A great service all round.”

What a boost for everyone involved in its transformation. When we took over Pond Tail at the start of 2022, patient satisfaction was at an all-time low of 50%. The practice was not functioning as well as it should be, with one of the biggest challenges being recruiting GPs to replace the locums who had been bridging the gap for some time.

A rescue plan was put in place, which included a flexible and innovative approach to recruiting GPs at different stages in their career. A year later and Pond Tail now has a complete and motivated team, which is robust enough to meet the changing needs of the local community and for us to continue with our improvement plans.

This is a great example of what can be achieved when the whole team pulls together, including other GPs within the DHC Federation who generously gave their knowledge, time and support. We are stronger together!

If you are interested to read more about Pond Tail’s transformation from our CEO, Michael Arnaud, head over here

About DHC

DHC (Dorking Healthcare) has grown out of a collaboration of Dorking GP practices to become an NHS provider organisation that serves a population of around 140,000 people across Surrey.
Our services cover primary care, community health, outpatient services and mental health