PRACTICE SURVEY RESULTS
We undertook a patient survey in our practice to get some feedback from patients to improve our services in our practice. We gave out randomly 50 patient questionnaires to patients to see how they feel about their experience coming to see their GP.
Survey was carried over 2 days dated 10&11/03/2014.
Here are the results of our finding:
MADDOCK WAY SURGERY
Excellent / Good / Fair / PoorWaiting time for routine doctors appointment / 35 / 12 / 3 / 0
Getting through to the practice by phone / 41 / 9 / 0 / 0
Helpfulness and courtesy of practice staff / 40 / 10 / 0 / 0
Waiting time (in reception area) / 35 / 15 / 0 / 0
Your doctors ability to listen and understand you / 49 / 0 / 1 / 0
Your involvement in decision making and treatment planning / 45 / 5 / 0 / 0
Cleanliness and conditions of the practice / 43 / 7 / 0 / 0
Overall satisfaction with our services / 43 / 7 / 0 / 0
Would you recommend us to a friend or relative?
Please give any suggestions as to how we can improve:
Any comments, compliments or complaints:
Q1. Waiting Time for routine doctor’s appointment
35 patients marked waiting time for appointment as excellent
12 commented as good
3 as fair
Q2. Getting through to the practice by phone.
41 commented excellent
9 commented as good
Q3. Helpfulness and courtesy of practice staff.
40 commented as excellent
10 commented as good
Q4. Waiting time (in reception area).
35 commented as excellent
15 commented as good
Q5. Your Doctors ability to listen and understand you.
49 commented as excellent
1 commented as fair
Q6. Your involvement in decision making and treatment planning.
45 commented as excellent
5 commented as good
Q7. Cleanliness and conditions of the practice.
43 commented as excellent
7 commentes as good
Q8. Overall satisfaction with our service
43 commented as excellent
7 commented as good
Would you recommend us to a friend or relative?
49 commented yes
1 patient did not comment
Suggestion
5 patients commented on waiting time in reception to be improved
45 answered no comment. Here are some of the comments given to us by patients:
“Keep up the good work.”
“Time keeping.”
“Emailed repeat prescription please.”
Any comments or complaints:
30 comments given were good, here are some of the comments given to us by patients:
“I’m very grateful for all the help and support I have received over the years from all the staff.”
“You all are stars.”
“Gets good attention from the Doctors.”
“The staff and doctors at the surgery are helpful and available at all times.”
“Very pleased with staff and doctors, can not be better.”
“The best staff and Doctors & Co, All look after me.”
“Am always able to get an appointment that suits me and always get the correct medication repeats on time. Lovely doctors and staff.”
“The staffs at Dr Sinha’s surgery are kind, compassionate and very helpful. I will never forget the day she delivered my medication to my home address.”
“A well deserved surgery with the patient’s interest at heart. I will surely recommend to family/friends.”
“A very good surgery everyone feels like a family. Love this surgery so much even if I move location I would still use this surgery, everyone here are simple, fantastic, responsible, loving and caring.”
“Been coming here since I was 9. Great people.”
We also have a suggestion book and suggestion box in our surgery for patients feedback.
Action
Survey report was shared and discussed with ppg group meeting on 25/03/14.
Ppg group commented as this is the only practice which offers appointment early and emergency appointment same day.
Hence 3 patients who said fair didn’t experience it.
Waiting time
Although no adverse comments were given but on suggestion patient commented to improve waiting time to see a GP.
An audit into waiting time was not possible because patients were A as soon as they came in and not when their booking slot was.
For e.g. if a patient A arrived as 8.45am for appointment at 9 reception team would arrive them at 8.45 and that would show patient waiting for 15 min before the slot.
Hence reception team was directed to arrive patients at time of appointment and re -audit in a month’s time.
Gps do run late sometime but discussing with GP they thought they cannot rush with patients until the needful is done.
They agreed to see 1 appointment for 1 problem and not more.
This would help them in managing the time with patients.
Action
Double appointments for complex history of patients and to be directed by GP.
Arrive patient at the time of appointmentand not before.
There were no other action points which the PPG group had found to discuss.