Lincoln House Surgery

33 Lincoln Road, Southport, Merseyside, PR8 4PR

Tel: 01704 566277 Fax: 01704 565128 Email:

RESULTS

“Improving the Practice” Questionnaire - 2017

INTRODUCTION
  • This questionnaire was designed to assess the service we provide bywelcomed feedback.

Questionnaire

  • This was an anonymous survey and completed by patients whilst waiting for their appointment. All patients were waiting to be seen by the Doctor.

Out of 62 questionnaires completed the results are as follows:

No experience / Poor / Fair / Good / Very
Good / Excellent / No reply / % - Very Good Excellent
Access to a Doctor or Nurse
  1. Speed at which the telephone was answered initially
/ 1 / NIL / 4 / 13 / 21 / 23 / NIL / 72%
  1. Speed at which the call was transferred
/ 24 / NIL / 1 / 9 / 12 / 15 / 3 / 77%
  1. Length of time to wait for an appointment
/ NIL / NIL / 2 / 9 / 11 / 37 / 3 / 82%
  1. Convenience of appointment
/ 1 / NIL / 2 / 2 / 9 / 46 / NIL / 93%
  1. Length of time waiting to check in with Reception
/ NIL / NIL / 1 / 3 / 13 / 45 / NIL / 94%
  1. Length of time waiting in surgery to see the Doctor or Nurse
/ NIL / NIL / 3 / 7 / 24 / 24 / 4 / 83%
  1. Opportunity to speak to a Doctor or Nurse on the telephone
/ 28 / NIL / NIL / 3 / 4 / 23 / 4 / 90%
  1. Opportunity of obtaining a home visit when necessary
/ 38 / NIL / NIL / NIL / 2 / 16 / 6 / 100%
Obtaining a Repeat Prescription
  1. Prescription ready on time
/ 10 / NIL / NIL / 2 / 7 / 40 / 3 / 96%
  1. Prescription correctly issued
/ 9 / NIL / NIL / 4 / 3 / 43 / 3 / 92%
  1. Handling of any queries
/ 14 / NIL / 1 / 3 / 4 / 39 / 2 / 93%
Obtaining test results
  1. Information given to contact for results?
/ 9 / NIL / 1 / 2 / 13 / 29 / 8 / 93%
  1. Results available when you contacted us?
/ 10 / NIL / 2 / 3 / 11 / 29 / 7 / 93%
  1. Level of satisfaction with the amount of information provided
/ 8 / NIL / 1 / 5 / 9 / 34 / 5 / 89%
  1. Level of satisfaction in the manner which a result was given
/ 9 / NIL / 1 / 4 / 11 / 30 / 7 / 90%
About the staff
  1. Information provided by the Reception staff
/ NIL / NIL / 1 / 2 / 15 / 40 / 4 / 96%
  1. Helpfulness of the Reception staff
/ NIL / NIL / 1 / 1 / 13 / 45 / 2 / 97%
  1. Information provided by other staff
/ 8 / NIL / 4 / NIL / 14 / 34 / 4 / 96%
  1. Helpfulness of other staff
/ 8 / NIL / 1 / NIL / 15 / 35 / 2 / 97%
20.Overall satisfaction with this Practice
/ NIL / NIL / 1 / 2 / 11 / 46 / 2 / 95%

Comments made by patients:

Dr and staff very helpful and approachable

Blessed to have a great Dr and team, thank you.

Nothing but praise for the practice

Dr very much on the ball as the patients are very special to her

Lovely friendly Doctors

New GP is great

Single handed practice which is managed very well

Reception are particularly good

Dr Siva is the best GP I’ve ever had, very happy

Brilliant surgery and I always feel relaxed when I come in

Wonderful surgery - Dr’s, Staff and Pharmacy

Very good all round, very satisfied

Dr Siva is very good, genuinely cares and interested in my health and wellbeing

I was nervous about getting a new GP, but Dr Siva is fab

The following questions provided us with general information about the patients who responded to this survey.

Age range & Male/Female / No age provided – 2
0-20 - 1 Female
21-30 – 3 Female
31-40 – 2 Female, 3 Male
41-50 – 8 Female, 4 Male
51-60 – 4 Female, 3 Male
61-70 – 9 Female, 7 Male
71-80 – 7 Female, 7 Male
80+ - - 1 Female, 3 Male
Registered at the practice / Most of the patients have been registered at the practice for more than 5 years. Only 8 patients have been registered under 5 years.
Amount of patients registered for Patient Access / 24

CONCLUSION

Dr Siva took over the practice when Dr Gana retired in April 2016 and there have been a few changes over this time.

Overall we feel this patient questionnaire has proven to be a positive outcome, as the above results and comments show. On reflection of the above results we note the lowest percentage outcome is inthe time taken in answering the telephone. We will look at ways toimprove this situation, eg promote patient on-line access to order prescriptions and book appointments, allocate times to phone for results.

We offer appointments that can be booked in advance and booked on the day and we obviously monitor this at different times of the year depending on demand. We also run an extended surgery one night a week to accommodate people who work later. We have seen an increase in our practice numbers in the last year and look forward to this continuing.

Our practice team strive to look after our patients and make their experience,when attendingthe surgery, as friendly and as comfortable as possible.

We would like to say thank you to everyone who participated in our survey.