DR STEPHENSON AND PARTNERS
FRIENDS AND FAMILY OCTOBER2017
Thank you to all who participate in this survey. The feedback helps us review the service provided to you.
June Pace, Practice Manager
510 surveys returned (Paper and electronic via MJOG)
QUESTION ASKED: How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment
RESULTS
Extremely Likely403
Likely71
Neither Likely or unlikely11
Unlikely9
Extremely Unlikely12
Don’t Know4
93% of those patients who replied to our Friends and Family testare likely or extremely likely to recommend our practice to their friends or family. 3% were undecided. 4% would not recommend our practice.
COMMENTS MADE ON SURVEY why a patient would recommend the practice
- Always get an appointment the same day when had any problems. Staff very friendly and helpful
- Because I have had good care when being poorly
- Doctors take time to know you personally. I can get an appointment relatively quickly. I think they are a good practice. The doctors are non-judgemental. I do not like the on-line appointment system and my parents also struggle with it as they don’t know how to register. Maybe a workshop for patients would be a good idea? 1 week where patients can bring their ipad in?
- Quick appointments, friendly, helpful receptionists, innovative services
- Always very polite and helpful to all my questions
- Certain doctors are thorough and friendly, I’ve always been well looked after here.
- Always been at this surgery and have never had a problem. Approachable, professional staff, always helpful
- Very helpful and quick service
- I chose this practice because it is on the doorstep – that’s important to me, If I would be ill. It is excellent for accessing public transport for service users. It has a variety of staff who can deal with various issues. There is a patient committee in which comments can be voiced.
Negative comments – As survey is anonymous, if anyone has a particular problem please make an appointment to see Practice Manager, June, so that she can look into issues personally and provide explanation
Sometimes appointments run late
You cannot make a phone call appointment. It takes 30-45 minutes to get through which is very poor
I rang the surgery on 3 different times and waited 25 mins, 11 mins and 23 mins to get through. Your doctors, nurses and receptionists are brilliant but your telephone system is horrendous.
Can’t get through on phones, or get appointments. Reception staff, doctors and nurses all good, and help when needed.
TELEPHONES
There are peak times at the practice when the phones are busy. 8.30 a.m. to 9.30 a.m. is a very busy time and between 12.00 p.m. and 2.00 p.m. (Prescriptions) If your query can wait try to avoid these peak times.
APPOINTMENTS
Please be informed that appointments open up every day for different GPs to be fair to all. If you are seeing a GP for a certain problem the GP will book you a follow up or ask you to take a slip to reception to ensure continuity. Some of our senior GPs have retired and come back to the surgery on reduced working therefore you may not be able to see a GP that you have seen over the years due to this. We employ excellent GPs and it may be necessary for you to consult with another GP so that you have a choice when booking an appointment. We are constantly reviewing our appointment system. We have appointments from 7.30 a.m. to 5.30 p.m. each day and within the Washington locality there is an extended hours service from 6.00 p.m. to 8.30 p.m. at the Galleries Health Centre that is offered from local Washington GPs. Very Important – our appointment system allows for anyone who is ill on the day to be seen. No one is turned away. Please let our reception team know if you cannot wait for the next routine appointment.
PRESCRIPTIONS
Due to introducing on-line prescriptions a lot of surgeries have removed their telephone request lines. As a practice, we decided not to do this to give patients flexibility. The request line is open 2 hours per day so that the prescription clerk can deal with the on-line requests too. Please allow plenty of time to request your prescription so that it does not become urgent and if you can use on-line facility please do so, so that those that definitely cannot use on-line have easier access.
You may have read in the news the demand on GP surgeries is ever increasing. We need to work together, patients and practice to try to alleviate some of the unnecessary demand. We have introduced new ways of freeing up resources, using the check in system at the surgery leaves the receptionist free to answer a patient’s telephone call, using on-line leaves the phones lines free for the person who cannot use on-line, speaking to pharmacists before making an appointment to see if they can offer you help/medication for simple problems are some of the ways we can help the pressure on appointments. – Staff are always happy to help with on-line access or any other issue.
Thank you for all the above comments and as always these will be discussed at our patient forum in November. I appreciate the time taken to help keep us informed on the service we deliver. June Pace, Practice Manager