St. Clement’s Surgery

PPG Patient Survey 2014

Initial Results

Compliments

  • It’s the best practice I have been to
  • I’m happy with current arrangements
  • No. Just keep smiling
  • No. Perfect!
  • No! Keep up the good work
  • Good
  • The service is good
  • The survey doesn’t mention the relationship with the chemist, which is excellent seamless

Concerns

There were 4 concerns, which were of a personal nature. These have been logged and are available from the practice manager. We are happy to deal with complaints and to resolve these as soon as possible. Please ask reception for a complaint form or ask to see the practice manager.

Services Requested

4 patients have asked for physiotherapy appointments to be offered at the surgery. 12 patients requested a phlebotomy clinic i.e. Blood tests for all patients.

Sadly at this time we are unable to provide this. The surgery and the PPG will however take these requests forward to the Clinical Commissioning Group in Redbridge for serious consideration

Suggested Improvements

Suggested improvements included; requests for soothing or classical music in the Surgery, parking, longer surgery hours, no mobile phone conversations, improvements to the waiting room, evening appointments to be put on emis and wi-fi access. All suggestions will be taken to the Practice and PPG meetings. These requests will be prioritised and an action-plan written. Sadly issues like parking and cloning are not possible to address at the current time!!

Making Appointments

Emis Internet booking

Since our last survey, the number of patients using emis to book their appointments has risen by just over 40%

34% of our sample use emis Internet booking to make their appointments.

80% of these patients said it was Very Easy to make appointments

98% of these patients said it was Very Easy or Easy to make appointments

Mixture

38% of our sample use a mixture of methods to make appointments (emis, in person and telephone)

98.3% of these patients said it was Very Easy or Easy to make appointments

One patient said it was difficult

In Person

Only one patient made their appointments exclusively in person. This patient said it was very easy to make an appointment

Telephone

Since our last survey two additional telephone lines have been provided at the practice.

51.3% of our sample use the telephone exclusively to make appointments

86% of these patients said it was Very Easy or Easy to make appointments

13% said it wasn’t very easy and One patient said it was difficult

Overall 93% of patients said it was Very Easy or Easy to make appointments

6.5% said it was not very easy. 0.5% said it was difficult

Patient Awareness of Services Provided by the Practice

Improving Patient awareness of services was a target from our last survey.

Overall Patients are much more aware of services offered. Empowering and informing patients will remain a priority for the forthcoming year.

Services provided by the Practice / 2013/14 / 2012/13
% Patients aware of this service / % Patients who have usedthis service / % Patients aware of this service / % Patients who have used this service
Emis Internet Booking / 76% / 35% / 59% / 19%
Emis Repeat Prescriptions / 76% / 33% / 49% / 19%
Pre-booked Appointments / 93% / 81% / 93% / 77%
Emergency Appointments / 87% / 81% / 75% / 54%
Late Evening Clinic / 81% / 54% / 67% / 36%
Maternity + Family Planning / 57% / 21% / 50% / 18%
Minor Surgery + Cryotherapy Clinic / 71% / 39% / 64% / 37%
Immunisation + Child Health Surveillance / 61% / 26% / 65% / 27%
Special Clinics Asthma/Diabetes/Travel / 56% / 40% / 63% / 24%
Blood Pressure + Diabetic Reviews / 72% / 44% / 75% / 74%
Well Woman checks + Smears / 71% / 41% / 61% / 29%
NHS Health Checks / 62% / 27% / 75% / 51%

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