Customer Service Questionnaire

March 2015to March 2016

13 Questionnaires completed

Overall Results

  • Practice General appearance - Generally it is felt that the general appearance is good to very good. The outside appearance brings down the marks a little. One comment on the décor is that it is dated and needs a little colour. The cleanliness of the practice has been marked as 11/13 very good and 2/1no comment.
  • Reception - Most say that the receptionists are helpful and efficient. One response has said that they have had to wait for an appointment and one has not commented.
  • Waiting room - all the replies state that the waiting room is relaxing, comfortable and welcoming. A couple of replies state there isn't enough for the children and one has said there isn't enough for them to do. A couple haven't commented at all.
  • Patient Information - Most replies say that we have enough leaflets with a few exceptions. 5/13 have asked for more videos and the rest say they don’t need more videos. Some some have made no comment.
  • Appointments - most of the replies have said that it is easy to book appointments and all but one have said that they don’t have to wait long for a future appointment. Two have asked for us to be open on a Saturday and more late evenings but most find our opening times are suitable.
  • Payment for treatment - 7/13 responses have said that the treatment costs have been explained, 3/13 has said no and 3/13 no opinion
  • Practice Personnel - 11/13 responses says that all personnel are helpful, caring, friendly, they listen and explain and that they feel confident. There are some no opinions but they are related to aspects of the personnel that they have no contact with.
  • Facilities for Children - 11/13 felt we had enough entertainment for children or had no opinion. 2/13 felt we could provide more for children.
  • Complaints - 6/13 say that there is enough information, 6/13 no commentand 1/13 response says that we don’t give enough information regarding complaints although we do welcome them. 2/13 ticked yes to having complained in the past year and have said that it was dealt with to their satisfaction. Cannot provide any more information regarding the complaints.

9/13 say they would recommend us to friends and family. 4/13 have made no reponse

Positive Comments

What attracts you most about the practice?

  • Dentists approach and location
  • The cleanliness, welcoming and friendliness from everyone that works there
  • Have been a patient for many years
  • It’s the best ive been to
  • A caring practice
  • Excellent care from Anna, friendly staff and good location
  • Friendly staff put me at ease
  • Hygiene

Would you recommend the practice to others?

  • Yes - Have done to family and friends
  • Yes - A good and caring dental practice
  • Yes - It’s a nice friendly place
  • Yes - Very satisfied with the care and service I receive
  • Yes - Because they have restored my faith in dentists and make me fell like a person and not just a number
  • Yes - its very good

General Positive comments

  • No improvement necessary
  • Restoring my faith in dentists, well done!
  • Practice personnel are very good and help me relax
  • Friendly and professional staff well done!
  • Very impressed with the update in Simons surgery - very uplifting

Negative comments and actions to be taken.

Comments / Actions to be taken
Décor could do with more colour instead of just white / Discussed in the team meeting 22 March 2016.
It has been decided that the décor doesn’t need upgrading at the moment but when we do review the décor we will take the colour scheme into consideration.
Reception is very dated and gives a rather unwelcoming appearance / Discussed in the team meeting 22 March 2016.
We agree that the dark wood of the reception desk is outdated and when we review the furniture at the time of the next refurbishment.
Make more things for kids to do / Discussed in the team meeting 22 March 2016.
We have all agreed that toys in the waiting room are a health and safety hazard and infection control hazard and therefore we will not be supplying toys for the children, the chalkboards and books have been a success and we will provide teem magazines and comics for the older children to read.
Practice could open on a Saturday for those that work all week / Discussed in the team meeting 22 March 2016.
We feel that as we provide early morning and late evening appointments, that we provide enough opportunities for working patients to attend their appointments but we will keep reviewing the situation.

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