Normanby Medical Centre

Patient Satisfaction Survey

Normanby Medical Centre.

November/December 2011

Objective: To carry out a clinician specific patient satisfaction survey in Normanby Medical Centre

Design: A patient satisfaction survey was designed by the Practice Manager and agreed by the clinicians. (Appendix 1)

Method Surveys were given out to all patients before their appointment. Once 50 surveys were available for each clinician the 550 surveys were analysed using Excel.

Results

General comments on the surgery as a whole: (personal comments about individual clinicians have been removed)

Phone bookings are often difficult but generally well pleased
Its not fair that it costs so much on the phone to make an appointment
Telephone I would say is the only problem
Getting through on the telephone a problem for an appointment
Just one point which probably out of your control try to make surgery's number normal rate ie 01642 rather than 0844
Phone number should be free number not a rip off
Change phone no back to 01642
Telephone number is too long to remember if your call is urgent
Excellent parking facilities/space/notices where the rooms are
No complaints regarding reception or surgery.
I cannot speak highly enough of the service I get from walking in the door to going out from everyone. Thank you
Been with this practices for 45 years and have had complete satisfaction
This practice is as good as can be expected
Been with this practice all of my life. Thank you all provide an excellent service - especially when you hear stories about other surgeries
I think this surgery is brilliant. I have been a pt since 1985 and have ALWAYS had excellent care - often beyond the call of duty
Have always found all services very good
Although I was given a cancelled appt, I feel very lucky to see this doctor
All of the staff work to a very high standard from cleaners to doctors
The surgery is run very well All the staff are helpful
I am always very happy with the service from everyone at this surgery. Everyone very helpful and cheerful
I have always received what is in my opinion excellent and caring service from this practice
Excellent
In my opinion, an excellent surgery
1st class service from all at NMC
I cannot fault the practice at all. All the staff are absolutely fantastic and very understanding. Keep up the good work. Well done
I have always had a quick service. Polite and helpful receptionists. Kind, helpful and understanding, always willing to listen and prompt action taken with any problems I've had. Great. Thank you
I have always found all members of the staff polite and very helpful and professional. No complaints at all 10/10
The service I receive from the medical centre is excellent. The only thing I have not been able to get is a diet regime or guidance on what food is best for me as I have diabetes and have had a heart attack
No problems everything is excellent
I am very happy with the excellent service given at my doctors
Receptionists are very polite and very pleasant and try to help patients when possible. Excellent patient service
I have been with the surgery for over 40 yrs and have always been very satisfied, never had a complaint 10/10
I feel we are extremely lucky to have the Doctors and Nurse Practitioners that we have
Brilliant
I think the practice is a very good one
I am always able to see a doctor if I phone at 8am
Sometimes you have to wait more than a week to see the Nurse Practitioner. My visit was quite good but was asked at the end if I received a questionnaire so was the service good because I received a questionnaire
Never had any problems with NP appointments. Spot on. No waiting and very professional
In my experience I have found listening and explanation skills of the nurse practitioners is far better than the GPs. I would always ask for an appt with a NP as I feel they are thorough in their examination and are better at explaining treatment the reasons for treatment etc
Am sad the surgery have moved location as I find it difficult now to come to see the doctor. This means that I do not come at times when I would have in the past
How long you wait depends on who the Doctor is seeing before you - I don't have a problem waiting
The waiting time is fair but have waited over half an hour before
A clock in the waiting area may help!
Reception desk needs to be more private if possible
It is very difficult for me to get appointments with doctors as I work 9am-5pm every day - more evenings would be useful
Since moving to NMC making an appointment and see doctors has improved a great deal
NMC Action Plan - Patient Survey Nov 2011 / February 2012
Issues identified by the survey / Actions taken
1. speaking a doctor on the telephone
Only 25% of patients said it was very easy or easy to speak to a doctor on the telephone. . / The practice will introduce a scheme to increase patient access to the clinicians on the telephone. It will dedicate 2 appointments per session to telephone access
2. Getting an appointment with a doctor of your choice
This remains an issue with some patients. 28% of those surveyed said that it was difficult to get an appointment with a doctor of their choice. / The Receptionists will remind patients of the appointment availability of the newer doctors as the more established doctors are more well known and therefore more requested than the newer doctors.
3. the cost of telephoning the surgery.
There were a number of comments about the high cost of ringing the surgery due to the 0845 number. This system was introduced as a result of a previous survey when there were complaints about the frequency of the engaged tone at peak times. / The surgery is now looking at a system using an 01642 number rather than an 0844 number and offers 10 incoming lines which should address patients getting an engaged tone when ringing the surgery at busy times.

Normanby Medical Centre Patient Satisfaction Questionnaire-November 2011

We would be grateful if you would complete the following survey so that we can improve our service in a way that has been identified by you. The questionnaire is absolutely anonymous so please be honest in your answers.

The Doctor/Nurse Practitioner I saw today was:

The surgery in general

Question 1 and 2 / Very good / Good / Fair / Poor / Very poor
1. How were you treated by the receptionists today?
2. Do you think the surgery opening hours are
Question 3a, b, c and d / Same day / Next day / Within 2 days / Within 3 days / Within 4 days / Within 5 days / Does not apply
3a. How quickly do you usually get an appointment to see a Doctor? (please note this is for any doctor rather than a doctor of your choice)
Excellent / Very good / Good / Fair / Poor / Very poor / Does not apply
3b. In your opinion, is this
Same day / Next day / Within 2 days / Within 3 days / Within 4 days / Within 5 days / Does not apply
3c. How quickly do you usually get an appointment to see a Nurse Practitioner?
Excellent / Very good / Good / Fair / Poor / Very poor / Does not apply
3d. In your opinion, is this
Question 4a and 4b / Very easy / Easy / Fairly easy / Fairly difficult / Difficult / Very difficult / Does not apply
4a. How easy is it to get an appointment with a Doctor of your choice?
Excellent / Very good / Good / Fair / Poor / Very poor / Does not apply
4b. How do you rate this?
Question 5 / Yes / No / Don’t know/never needed to
5. If you need to see a Doctor or Nurse Practitioner urgently can you normally get seen on the same day?

PLEASE TURN OVER

Question 6a and 6b / 5 mins or less / 6-10 mins / 11-20 mins / 21-30 mins / More than 30 mins
6a. How long do you usually have to wait in the waiting room?
Very good / Good / Fair / Poor / Very poor
6b. In your opinion, is this
Question 7a and 7b / Very easy / Easy / Fairly easy / Fairly difficult / Difficult / Very difficult / Does not apply
7a. How easy is it to get through to the surgery on the telephone?
7b. How easy is it to speak to a Doctor/Nurse Practitioner on the telephone when you have a question or need medical advice?

Your consultation today

Question 8a, b, c and d / Excellent / Very good / Good / Fair / Poor / Very poor / Does not apply
8a. How would you rate the thoroughness of the doctor’s/Nurse Practitioner’s questions on your symptoms and how you were feeling?
8b. In your opinion, how were his/her listening skills?
8c. How would you rate the explanations you received from the doctor/Nurse Practitioner today?
8d. How would you rate the way you were involved in decisions about your treatment?
Question 9a and 9b / Much more than before the visit / A little more than before the visit / The same or less than before the visit / Does not apply
9a. After seeing the doctor/Nurse Practitioner today do you feel able to understand your problem(s) or illness
9b. After seeing the doctor/Nurse Practitioner today do you feel able to cope with your problem(s) or illness

Any further comments you may have.

Could you now please hand the questionnaire in at reception in the envelope provided. Thank you

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