RESULTS OF PATIENT SURVEY SUMMER 2008
Thank you very much to all those patients who participated in our patient survey this year.
The questionnaires were analysed for us externally. The results of the survey were again similar to last year’s survey but showed a slight improvement in all areas covered. They tell us that generally we are providing you with a good service and we would like you to know the results. 449 questionnaires were completed (over 60 for each partner) so the sample size for each question was up to about 440. Scores are out of 100%. Grades used were: ‘Excellent, Very Good, Good, Fair, Poor and Very Poor.
Receptionists scored 80%. 415 (93%) rated receptionists ‘good’ or above.
Opening hours scored 70%, a 5% improvement. 380 (90%) rated our opening hours ‘good’ or above. 185 (39%) wanted no change, 174 (36%) would like weekend opening, which we are providing on a limited basis, 89 (18%) would like more evening opening and under 5% wanted early morning opening.
Our Saturday morning surgery is being well used, as are our evening appointments on Wednesdays and Thursdays. Our late opening trial showed that patients were not keen on very late opening but appreciated early evening appointments.
Satisfaction with the availability of a GP: 287 (82%) rated this ‘good’ or above, although this figure was only 248 (61%) for the availability of your own doctor.
Satisfaction with phoning the surgery: 258 (63%) rated this ‘good’ or above, with another 112 (27%) rating this ‘Fair’.
Our ability to handle your calls, particularly at busy periods, is an ongoing problem with no easy solution. The automatic check-in system has helped but has not proved as reliable or as beneficial as hoped. On-line appointments booking has helped to reduce calls but we hope that more patients will use the system to book on-line through our new website.
Telephoning the GP for advice: 206 (46%) had insufficient knowledge of this to comment. Of those that did, 203 (84%) rated this ‘good’ or above.
Our telephone appointments are popular and effective and help you get the advice you need without coming to the surgery.
You again appeared well satisfied with your appointments with your doctors. The scores for your satisfaction with the various aspects of your consultations averaged over 84%.
Your waiting time at the surgery scored 58. 228 (61%) rated this ‘good’ or above, and another 121 (32%) rated this ‘Fair’.
This remains a difficult area to manage as patients’ needs frequently lead to overruns and delays. The doctors try to keep to time as far as possible and we continue to look for ways to improve punctuality to keep down your waiting time.