💬 Listening to patient feedback, recognising what matters most and learning where we can improve
At Shah Zaman Surgery, we believe that listening to our patients is one of the most important ways we can improve the care and services we provide.
Healthwatch provides an independent platform where patients can share feedback about their experiences of healthcare services. These reviews are published openly and offer valuable insight into what patients think about the care they receive.
Between April 2025 and March 2026, patients shared their experiences of Shah Zaman Surgery through Healthwatch. We would like to thank everyone who took the time to provide feedback. Every review helps us understand what we are doing well, recognise the hard work of our staff and identify opportunities to improve.
🌟 What Patients Told Us We Are Doing Well
❤️ Taking Time to Listen
One of the clearest messages throughout the feedback was that patients felt listened to and supported during their appointments.
Patients described clinicians taking the time to understand their concerns, answer questions and discuss treatment options clearly. Several reviews highlighted feeling reassured after consultations and appreciated being treated with kindness, dignity and respect.
Feeling heard and understood is a fundamental part of good healthcare, and we are pleased that many patients chose to highlight this in their feedback.
Professional and Caring Clinical Care
Many patients spoke positively about the care they received from our doctors and nurses.
Reviews frequently described clinicians as professional, thorough and reassuring. Patients appreciated clear explanations, careful assessments and support when making decisions about their health and wellbeing.
Several patients commented positively on the time clinicians spent discussing results, explaining next steps and helping them feel informed about their care.
🤝 Friendly and Helpful Staff
Patients regularly highlighted positive interactions with our reception and administrative teams.
Reviews described staff as friendly, welcoming and helpful when assisting with appointments, enquiries and accessing services. Patients valued the support they received and recognised the important role staff play in helping them navigate the practice. These comments reflect the commitment of our wider team to providing a positive experience from the moment patients contact us.
🩺 Positive Experiences with Nursing Services
Nursing staff received positive feedback throughout the year.
Patients commented on the professionalism, kindness and supportive approach shown during appointments. Reviews highlighted positive experiences during routine consultations and praised the communication and reassurance provided by nursing staff.
⏰ Efficient Appointments and Service
A number of patients commented positively on their appointment experiences.
Reviews described being seen promptly, experiencing short waiting times and receiving timely care when needed. Patients also highlighted efficient service and positive experiences during routine appointments and follow-up care.
📈 What Patients Told Us We Can Improve
While much of the feedback received was positive, some patients also identified areas where improvements could be made. We welcome this feedback and use it to guide ongoing service development.
📅 Appointment Delays and Waiting Times
A small number of patients reported frustration when appointments were running behind schedule.
Patients told us that being kept informed about delays is important and helps manage expectations when clinics are particularly busy.
🎯 Our Focus for 2026/27
✅ Continue monitoring appointment flow and clinic capacity.
✅ Improve communication when appointments are delayed.
✅ Keep patients informed about waiting times whenever possible.
📢 Appointment Booking and Communication
A small number of patients shared concerns about appointment arrangements and communication regarding appointments.
These comments highlighted the importance of ensuring that patients receive clear information about appointments and any changes that may affect them.
We recognise that good communication is an important part of delivering a positive patient experience and understand the frustration that can occur when expectations are not met.
🎯 Our Focus for 2026/27
✅ Continue reviewing appointment booking processes.
✅ Improve communication when appointments need to be changed.
✅ Learn from patient feedback to improve the patient experience.
🏆 How Do We Compare?
During the reporting period, Shah Zaman Surgery maintained a Healthwatch rating of 4.3 out of 5 stars, based on feedback from 107 patient reviews.
While some practices across Birmingham and Solihull have slightly higher ratings, many of those ratings are based on a very small number of reviews. What makes our rating particularly meaningful is the volume of patient feedback received.
Among local GP practices, only a small number have received more than 100 Healthwatch reviews. Maintaining a 4.3-star rating across such a large number of patient experiences provides a broad and balanced picture of patient satisfaction.
Most importantly, the feedback highlights the areas that matter most to patients: feeling listened to, receiving compassionate care, being treated with respect and having positive interactions with staff throughout the practice.
We are proud of this feedback while recognising that there is always more we can do to improve the patient experience.
🏆 What We Learned From This Feedback
The Healthwatch feedback received during 2025/26 highlighted several themes that matter most to our patients:
❤️ Feeling listened to and respected
❤️ Compassionate and professional clinicians
❤️ Friendly and supportive staff
❤️ Positive experiences with nursing care
❤️ Efficient appointments and services
At the same time, patients reminded us of the importance of clear communication and keeping people informed when delays or changes occur.
🚀 Looking Ahead
Patient feedback plays an important role in helping us improve.
The comments shared through Healthwatch during 2025/26 reflect the dedication and commitment of our doctors, nurses, reception team and administrative staff. They also provide valuable insight into how we can continue to strengthen our services and improve patient experience.
Over the coming year, we will continue to focus on:
✅ Providing compassionate, patient-centred care
✅ Improving communication with patients
✅ Learning from patient experiences and feedback
✅ Maintaining the high standards of care our patients value
Thank you to everyone who took the time to share their views with us. Your feedback helps us learn, improve and continue providing the best possible care for our community.
⭐ Healthwatch Rating 2025/26: 4.3 out of 5 stars (107 reviews)