Friends and Family Test – Endoscopy Suite – May-22 Page 1 of 15

Friends and Family Test - Endoscopy Suite - May-22 Thinking about your time on this ward… Overall, how was your experience of our service?

Response options: Very good, Good, Neither good nor poor, Poor, Very poor, Don’t know

Friends and Family Test score

The Friends and Family Test score is calculated as outlined in the NHS England and NHS Improvement guidance.

’Positive’ percentage is calculated as follows:

Very good + Good

X100

Very good + Good + Neither good nor poor + Poor + Very poor + Don’t know

‘Negative’ percentage is calculated as follows:

Poor + Very poor

X100

Very good + Good + Neither good nor poor + Poor + Very poor + Don’t know

The Trust’s target ‘Positive’ score is 75%

Month

Responses

No.

Positive

%

Negative

%

Neither good nor poor / Don’t know

%

May-22 187 100 0.0 0.0

Friends and Family Test – Endoscopy Suite – May-22 Page 2 of 15

Qualitative feedback

Feedback from Friends and Family Test response

Please can you tell us why you gave your answer?

Please tell us about anything that we could have done better

Patient request for anonymised comments not to be made public

1 Patient Very good Do not publish

2 Patient Very good Do not publish

3 Patient Very good Do not publish

4 Patient Very good

5 Patient Very good Do not publish

6 Patient Very good Do not publish

7 Patient Very good From onset, made to feel at ease, procedure fully explained. Staff very accommodating and friendly and very professional.

8 Not entered Very good So professional, caring, informative, despite being so short-staffed (unexpectedly). High levels service - very grateful. Thank you.

Nothing, thank you for everything. You are angels.

9 Not entered Very good Awesome! All staff and treatment.

10 Patient Very good Even though they were short-staffed they were caring, professional. I was informed at every stage of what was going on.

Nothing, excellent.

11 Patient Very good Very kind and nice to a very anxious patient.

12 Patient Very good Calmed and relaxed and made to feel at ease, and explained things really well.

13 Not entered Very good He was a lovely man, made me feel relaxed.

14 Not entered Very good He put me at ease.

15 Not entered Very good Everyone so helpful and nice. Thank you very much.

16 Not entered Very good The staff here are brilliant, put you at ease, what more can I say?

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17 Not entered Very good Every member of staff made me feel reassured, they were wonderful.

18 Patient Very good Pleasant, friendly staff.

19 Not entered Very good Very pleased with the service, also very kind and pleasant.

None.

20 Not entered Very good All of the staff were very reassuring and kind. They explained everything to me and were able to answer any questions I had.

21 Patient Very good Nice staff.

22 Patient Very good Slick, professional, kind and reassuring. Well done all. [Name withheld]

23 Patient Very good The staff are brilliant, polite and put me at ease, very friendly.

Nothing.

24 Not entered Very good Everyone so helpful and kind and made everything clear to understand. Thank you.

25 Patient Very good Satisfied with my care and treatment.

26 Patient Very good Staff really friendly and put me at ease.

27 Patient Very good The team were excellent, funny and made me feel at ease. [Name withheld]

28 Patient Very good

29 Patient Very good Because I was dreading it and it was better than I thought. Also, everything looked normal so that was the best result.

Nothing!

30 Not entered Very good NHS do their best and are the best, no complaint at all.

Not a thing, always on the ball.

31 Not entered Very good Everyone was spot on, I felt very comfortable at all times. Thank you all.

Found you all done everything spot on.

32 Not entered Very good All staff were very helpful and understanding.

33 Patient Very good All staff were very polite and professional.

34 Patient Very good Nice people, helpful. N/A

35 Patient Very good All staff members were absolutely lovely, friendly, pleasant and helped me feel relaxed.

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36 Patient Very good The staff in this department are amazing, explained everything clearly, showed real kindness and patience with me, right people in the right job. Nothing was too much trouble. What an amazing team!! Thank you for your kindness, patience, empathy.

37 Patient Very good All the team, [name withheld], [name withheld], [name withheld], [name withheld], [name withheld], [name withheld], Dr [name withheld], [name withheld], [name withheld] were all professional in their respective roles within the ward. Nothing was too much trouble and all explained every ongoing procedure.

38 Patient Very good Everyone was so kind and explained what was happening all the way through. Thanks, everyone. [Name withheld]

39 Not entered Very good Explanations all the way, very friendly and felt very at ease all the way through from start to finish.

You have it spot on!

40 Patient Very good The place was so clean. The nurses were great.

Perfect.

41 Patient Very good The staff very understanding, professional and made me feel at ease. God bless the NHS!

42 Patient Very good All the team with whom I came in contact were competent, cheerful, friendly and informative.

43 Patient Very good All members of staff made it less stressful. It was brilliant.

44 Not entered Very good Everybody has been brilliant. Many thanks to all.

Nothing.

45 Patient Very good The staff were all brilliant. Barnstaple Hospital is without doubt the best I have ever attended. Thank you.

Friends and Family Test – Endoscopy Suite – May-22 Page 5 of 15

46 Patient Very good So supportive and kind, gold star as far as I am concerned. The best care ever.

47 Patient Very good My experience was very good.

48 Patient Very good This is an amazing team, always make you feel at ease. They do a fantastic job.

N/A. Great experience.

49 Patient Very good Very friendly, helpful and good personalities, they cheer you up and help relax you.

Nothing.

50 Patient Very good The staff were amazing and made me feel so much better. I couldn't have done it without the staff!

51 Patient Very good Everyone was so friendly and made you feel so welcome and relaxed. Also, explained everything with you what was going to happen.

52 Patient Very good Very efficient staff, all very helpful and caring, and all of them seem very happy in the environment they work in. Excellent service. Thank you.

53 Not entered Very good Attention very good, nurses and doctor again marvellous - [illegible] wait the time for the procedure.

54 Patient Very good Very welcoming and heart-warming staff team. Good knowledge and explain procedure very well. In safe hands in this department. 5* rating. Well done and thank you.

N/A

55 Patient Very good Felt informed, reassured and cared for.

56 Patient Very good Made to feel at ease from the beginning. N/A

57 Not entered Very good Staff were very friendly and kind and explained what was going to happen clearly.

Bit of a long wait before the procedure happened.

58 Patient Very good I found the staff very professional and friendly.

Nothing.

59 Patient Very good Seamless - from my [illegible] with [name withheld] - meeting Dr [name withheld] and

Hard to beat existing service.

Friends and Family Test – Endoscopy Suite – May-22 Page 6 of 15

his staff - lovely chat with [name withheld] and feedback from [name withheld]. Brilliant warm welcome. 10/10.

60 Not entered Very good I was treated very good. Nothing.

61 Patient Very good Straightforward and nice staff.

62 Patient Very good Every staff member was amazing and friendly. A real credit to the NHS. Great work!!

You were amazing.

63 Not entered Very good Everyone was fantastic. Thank you. I felt safe and looked after well.

64 Patient Very good Looked after well and cleanest I have seen. No.

65 Patient Very good Very professional and friendly team. Made me feel comfortable and clarified procedure with kindness and respect. Thank you to the whole team.

66 Not entered Very good From the time I walked in everything was explained.

Nothing.

67 Patient Very good Warm welcome. Thorough pre-admission checks. Wonderful, caring and reassuring staff.

68 Carer Very good All staff were extremely accommodating with me being present during the stay. Staff all amazing, helpful, kind and considerate.

Nothing. Amazing team.

69 Patient Very good

70 Patient Very good Very caring.

71 Patient Very good The reception team were very welcoming, efficient and kind. The staff on the ward were all very confident, inspiring, kind, gentle, attentive, patient, efficient and comforting - angels on earth!

Absolutely nothing could have been done better, no improvement necessary, keep up the wonderfully high standards you already have established.

72 Not entered Very good Very efficient and friendly staff. Communication during and after procedure.

73 Patient Very good Very helpful staff who explained the procedure well and put me at ease.

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74 Patient Very good Excellent personal attention from start, kind, good information, efficient scheduling and painless procedure. Felt cared for and in a personal way. Thanks to everyone concerned.

Really nothing at all.

75 Patient Very good The staff were so professional and friendly, put me at ease. Can't fault anyone on this ward. Thank you so much. [Name withheld]

Nothing could have been done better!

76 Patient Very good Staff very friendly and cheerful - helped feel relax.

Nothing.

77 Not entered Very good Very positive experience, kept well informed throughout from very friendly staff. Will give a mention on Tripadvisor!

Nothing.

78 Patient Very good

79 Not entered Very good Because the experience was amazing. Thank you.

80 Not entered Very good Every one of the staff were fantastic, nothing too much trouble.

81 Patient Very good Staff friendly and helpful. Nothing, absolutely fantastic staff.

82 Patient Very good Excellent staff, whole process easy and straightforward. Everything explained very well.

83 Patient Very good Although the procedure was horrific, the staff were very cheery ([name withheld]) kind and helpful.

Nicer throat spray/better sedation.

84 Patient Very good Kindness and willing to help all the time. Obviously, I was embarrassed but nothing was a problem to them, and a lovely cup of coffee after. Well worth a visit.

Directions to entrance.

85 Patient Very good All the staff were so kind and helpful and explained to me what would happen, and I thank you all, especially [name withheld]. [Name withheld]

Friends and Family Test – Endoscopy Suite – May-22 Page 8 of 15

86 Not entered Very good Everyone very attentive, explained everything well, and friendly support and staff.

87 Patient Very good Very efficient and helpful, put you at ease. Long wait after initial arrival, no information as to why.

88 Patient Very good Very caring and polite, understanding on feelings.

89 Patient Very good Very friendly and reassuring from all the lovely staff.

90 Patient Very good Long wait but staff wonderful. Had massive OCD attack and am so grateful that [name withheld] helped me to calm down.

91 Patient Very good Everyone was great! Thank you.

92 Not entered Very good Kind and attentive listening to my concerns, almost a pleasure.

93 Patient Very good All staff were fantastic!!

94 Patient Very good All the staff were friendly and helpful, made me feel comfortable and at ease.

Nothing.

95 Patient Very good Very happy, made to feel at ease. N/A

96 Patient Very good Very informative for paperwork and procedure, also very attentive staff.

On arrival had to queue in a cold corridor - no loo, which isn't good considering all the prep though is a move due to Covid?

97 Patient Very good Nurses very helpful and nice. Appointment 9.30 but a long wait to treatment, forgotten afterwards!

98 Patient Very good Everyone made me feel very at ease and explained everything I needed to know. The procedure went better than last time I had it done - very little pain. I would just like to thank all the staff in the colonoscopy department for their hard work and care.

Nothing.

Friends and Family Test – Endoscopy Suite – May-22 Page 9 of 15

99 Patient Very good Very friendly staff, couldn't do enough for you, explained everything in good detail, very clean and tidy unit.

100 Not entered Very good Everyone very nice and made you feel very relaxed.

101 Patient Very good I was shown great care and respect and helped every step of the way by [name withheld] and the rest of the staff, so thank you all. [Name withheld]

No, all was fine.

102 Patient Very good Very friendly, could of not wished for better treatment. Thank you.

Three course meal. Nothing.

103 Patient Very good Very friendly, explained everything having done.

104 Patient Very good I have been very well looked after.

105 Not entered Very good It was true, lovely staff.

106 Not entered Very good Everyone friendly and helpful.

107 Patient Very good The staff explained each step of the procedure and were very friendly and put you at ease.

108 Patient Very good On time, efficient, well explained, calm environment. Procedure quick and not as bad as had feared. Great team, prompt appointment, clear information.

109 Patient Very good Lovely as always, treated with care.

110 Not entered Very good Well organised, friendly staff, efficient. Only one slight caveat - better support with the bowel prep would be helpful. I almost thought I was going to have to cancel my test, and some advice would have helped.

111 Patient Very good The staff were very friendly and made me feel much better about what they were going to do to me. Thanks, guys. [Name withheld]

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112 Patient Very good Efficient and friendly, good explanations of procedures etc. Thank you all for your wonderful care!

113 Patient Very good Informative, caring, looked after me very well. Thank you.

Nothing.

114 Patient Very good Kept very well informed at all times. All staff very friendly and helpful.

All good.

115 Patient Very good I was looked after very well. Everyone was so nice and helpful.

116 Patient Very good Staff in this hospital remain amazingly upbeat, professional, friendly and approachable. Today was no exception - other hospitals (particularly parts of [name of hospital withheld]) could do with following North Devon’s staff.

117 Patient Very good All staff very friendly and helpful.

118 Patient Very good Excellent staff. [Name withheld]’s team are the best.

119 Not entered Very good A wonderful team, extremely friendly and courteous. Dedicated staff who enjoy what they do. [Name withheld] is the best, I felt very comfortable indeed. Lovely experience, who can say that?

120 Not entered Very good Very good people, very careful about patients. None.

121 Patient Very good Was informed from the start what was going to happen, and kept up to date with the timings of events. Staff were courteous and polite and friendly.

122 Patient Very good Excellent care, very efficient. Could not better it, excellent.

123 Patient Very good

124 Patient Very good All of the carers and staff explained the whole procedure, they have been patient and kind

Friends and Family Test – Endoscopy Suite – May-22 Page 11 of 15

throughout an uncomfortable procedure. Thank you all so much.

125 Patient Very good All very efficient, [illegible], professional. Everything explained at every turn.

126 Patient Very good Friendly greetings, efficient and thorough admin/pre-prep. Sensitive to my anxieties. Cannula fitted extremely well - I was worried about this in particular, but [name withheld] dealt with it splendidly. Procedure itself very professional, reassuring. Excellent team work. Aftercare excellent. Thank you very much.

127 Not entered Very good Very satisfied.

128 Patient Very good Procedure was excellent as were the staff. None detected.

129 Not entered Very good

130 Not entered Very good Everyone was extremely patient and did everything to make me feel so relaxed and comfortable. Many thanks. [Name withheld]

All is well.

131 Patient Very good Staff attention and explanation of procedures was excellent.

132 Not entered Very good The staff - very, very good. Nothing.

133 Patient Very good Do not publish

134 Patient Very good Do not publish

135 Patient Very good Do not publish

136 Not entered Very good

137 Patient Very good Very kind staff who explained everything prior to the procedure! Felt comfortable and fully informed. Thank you.

N/A

138 Not entered Very good Everyone was very kind and helpful.

139 Patient Very good Was made to feel very comfortable, settled and looked after, very informed, felt very safe.

140 Not entered Very good Everything explained, staff professional and friendly.

Nothing.

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141 Patient Very good All well-organized. Everyone worked as a team and was kind and friendly.

Maybe time from getting prepared to actual procedure.

142 Patient Very good Very kind and helpful. Thanks!

143 Not entered Very good The service provided was fantastic. Everything explained very well.

144 Patient Very good Excellent care and attention.

145 Patient Very good Prompt, efficient, kind and excellent at explaining about the unknown to us mere patients. Well done.

Nil.

146 Patient Very good

147 Not entered Very good The staff were friendly and professional and this made me feel safe at all times, and gave a lot of information.

Nil.

148 Patient Very good Kept informed every step of the way. Friendly staff to help every question. Staff professional and friendly, with sense of humour.

149 Patient Very good Everyone was very kind and helpful, and made me feel at ease during the procedure and explained what was going on. The procedure went smoothly and quickly. Thank you.

150 Patient Very good Proper joined-up medicine, excellent service.

151 Patient Very good They were so good to me. Thank you. [Name withheld]

All good.

152 Patient Very good The medical team made me feel relaxed, they were very informative and professional. Thank you! [Name withheld]

153 Patient Very good Because the staff have took time to come down from London to keep the suite open. Very friendly, they all need a medal. Well done and thank you.

Nothing, ran very smoothly and you were put at ease.

154 Not entered Very good Everything from booking in to the cup of tea was perfect.

Friends and Family Test – Endoscopy Suite – May-22 Page 13 of 15

155 Patient Very good Everyone who dealt with me was very kind and attentive.

156 Patient Very good Very friendly staff who made me feel very comfortable.

157 Patient Very good Very professional care and attention. Nothing! Thank you.

158 Patient Very good From the moment you walked into the Endoscopy Suite you were made to feel welcome and put at ease. Everything was explained and all staff were very caring and polite, everything was explained.

There really isn't anything that could have been done better.

159 Patient Very good Excellent service from start to finish!! Lovely staff. Couldn't fault a thing. Thank you all.

N/A

160 Patient Very good Very well cared for throughout procedure.

161 Not entered Very good Very caring, helpful, everything explained.

162 Patient Very good

163 Patient Very good Staff very kind and professional.

164 Patient Very good I was very worried and it appears for no reason. Everyone was lovely, so thank you.

Nothing, it was just great.

165 Patient Very good Very friendly, helpful and made it very clear re procedure. Team worked very well together, I felt care was very good, so very happy with this visit.

Nothing, all was very good and a lot of care taken. [Name withheld]

166 Patient Very good From start to finish, I was very well looked after. I was informed as to what was happening each step of the way.

167 Patient Very good Brilliant! Great staff, lovely attitude, highly recommend.

Have a chair outside before 8am to sit on!! Early appointment, so fully understand.

168 Not entered Very good Looked after brilliantly from start to finish. Nursing staff very kind and reassuring at all times. Cannot fault the whole experience. Many thanks. [Name withheld]

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169 Patient Very good Everyone was very kind, caring and patient. I really appreciated getting answers straightaway, i.e. that I have hiatus hernia.

Maybe a colourful mobile to look at while the procedure is happening.

170 Patient Very good They were very informative and friendly and took good care of me.

Nothing.

171 Patient Very good All the staff friendly, reassuring and do their best to help you feel relaxed. Thank you, you are doing an excellent job, very much appreciated!

172 Patient Very good Everyone was brilliant. Thank you so much for your time and thank you for the way everything was explained before during and after.

Nothing, perfect.

173 Patient Very good Because everyone was so nice and kind to me. There isn't anything, you were so good.

174 Patient Very good Really kind and efficient staff, making an intimate and quite embarrassing experience a lot more bearable. Thanks.

175 Patient Very good Everyone was pleasant, explained what was happening, and put this anxious patient at her ease. Even the procedure was better than expected, not the horrific experience I expected. Thank you.

Nothing.

176 Patient Very good Friendly staff and very polite, given all the information needed, spoken to throughout the procedure made me feel at ease very friendly.

Nothing, all was good.

177 Patient Very good All staff members were very reassuring, caring and friendly. Procedure a little scary, but quick and felt well looked after at all times. Thank you to all!

178 Not entered Very good Because you could see the team work regularly together and are very efficient.

Nothing, Dr [name withheld] was fantastic and helpful.

Friends and Family Test – Endoscopy Suite – May-22 Page 15 of 15

179 Patient Very good Because every member of staff was kind, informative, pleasantly professional. I give my thanks.

180 Patient Good Staff was all very friendly and supportive.

181 Patient Good Staff friendly and helpful.

182 Patient Good Pleasant staff - explained procedure carefully – aftercare good. Worst part – lot of waiting about.

183 Not entered Good I was a bit worried what was going to happen but it was not too bad, not one of the things on my bucket list.

184 Patient Good The pathway process was efficient, I felt I was in the hands of competent people. I felt cared for by the staff. Good tea and biscuits afterwards!

Nothing springs to mind.

185 Not entered Good Because they were so nice and helpful even though I let them down.

Did your very best!

186 Patient Good Waited 2½ hours from time of appointment.

187 Patient Good Seen to really quickly, reassured, lovely staff.