Ley Hill Surgery Patient Questionnaire Results 2015

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1 Ley Hill Surgery Patient Questionnaire Results How do you rate the hours that the Practice is open for appointments? Excellent 34% Good 36% Satisfactory 15% Fair 11% Poor 1% 2. How do you normally book your appointments to see a GP or nurse at the practice? In person 42% By phone 75% Online 14% 3. How do you rate the ability to get through to the Practice on the phone? Excellent 1% Good 23% Satisfactory 20% Fair 26% Poor 28% 4. How do you rate the ability to book appointments online? Excellent 8% Good 14% Satisfactory 15% Fair 4%

2 Poor 20% No response 39% 5. Thinking of times when you want to see a doctor for a routine, non-urgent appointment. a) How soon is the appointment you are offered? Same working day 20% Next working day 8% 2-3 working days 10% 4-5 working days 17% More than 5 working days 43% b) Thinking of your answer to the previous question, how do you rate this? Excellent 14% Good 17% Satisfactory 21% Fair 17% Poor 28%

3 6. If you need to see a GP urgently, can you normally be seen the same day? Yes 69% No 14% Never Needed To 15% 7. How do you rate the Practice on being able to see the same doctor? Excellent 7% Good 15% Satisfactory 24% Fair 20% Poor 31%

4 8. How do you rate the way you are treated by the receptionists? Excellent 26% Good 46% Satisfactory 15% Fair 5% Poor 5% 9. Thinking about your consultation with the doctor OR nurse today, how do you rate the following:a) How thoroughly the doctor/nurse asked about your symptoms and listened to how you are feeling? Excellent 57% Good 27% Satisfactory 11% Fair 0% Poor 1% No response 4%

5 b) How well the doctor/nurse put you at ease throughout your consultation? Excellent 56% Good 30% Satisfactory 8% Fair 4% Poor 0% c) How well the doctor/nurse involved you in decisions about your care? Excellent 44% Good 37% Satisfactory 14% Fair 2% Poor 0%

6 d) How well the doctor explained your problems or any treatment that you need? Excellent 50% Good 34% Satisfactory 11% Fair 2% Poor 0% 10. Overall, how would you describe your experience of your GP Surgery? Very good 36% Fairly good 39% Satisfactory 18% Fairly poor 5% Very poor 0%

7 11. How likely are you to recommend our GP Practice to Friends and Family? Extremely likely 28% Likely 36% Neither likely or unlikely 27% Unlikely 4% Extremely unlikely 2% Don't know 0% 12. Personal Details a) Are you: Male 42% Female 55% No response 3%

8 b) How old are you? Under 18 0% % % % % % % % 85 or over 7% 13. What do we do well? >> All round service is very good. << >> Almost everything. << >> Appointments on time << >> Appointments with hospital consultants << >> Being able to see a doctor the same day when needed. << >> Care shown by team of GP's and nurses. << >> Consultation are usually satisfactory. Dr Beaumont and Dr Thomas are very thorough. << >> Courteous and polite <<

9 >> Courteous and professional << >> Doctor - patient relationship. Sympathetic receptionists. << >> Doctor Beaumont takes time to listen, and does not rush me. << >> Doctors and receptionists excellent, when i can get an appointment. << >> Everyone is very helpful, once you get through. << >> Explain inability to obtain an appointment by phone. << >> Friendly reception << >> Friendly. Informative << >> Front desk much better. << >> Generally very helpful doctors especially the trainee GP's who are in my experience very good. The daily emergency surgery is a great help. On line prescription facility is excellent. << >> good care, friendly staff << >> Good doctors << >> Good service throughout the practice << >> I always feek reassured after a visit and confident that my problems are being sorted out << >> in emergency reponsse good. << >> Listening and caring << >> Medical care. << >> Medically i have no criticism whatsoever, i have always been extremely happy with my treatments. << >> Offer appointment on a daily basis if we are able to ring/get through after 8. << >> on line appointments are great << >> Once we can get an appointment, consultation and treatment are very good. << >> Once we get to see the doctor the care is excellent << >> Once you can see the doctor they seem to listen to what is the matter. << >> Reception and range of services << >> Receptionists are fabulous! << >> Referrals to hospital consultants << >> Staff are helpful and the Doctors take time to listen to me and don't rush me. << >> Substantive Gp's are a good team. <<

10 >> Support on going conditions << >> The doctors are good - if you can get to see them. << >> The Doctors do well in their capacity as Doctors they are doing their jobs. << >> The Drs and nurses are very pleasant and understanding. << >> The reception is very effecient and helpful. << >> Very good care by clinicians. << >> You keep the reception area warm. << 14. How can we improve? >> Access (through telephone especially). << >> Access to a key practitioner - Not seeing a variety of doctors, lack of continuity. << >> Allow more time (? 5 more minutes) for consultations << >> Appointment booking. << >> Appointment times slow and excessive delays in booked times. << >> Appointments to book in advance. Not easy to leave home early morning to queue outside to get appointment as can never get appointment by calling early morning. << >> Availability to see same doctor more easily << >> Being often have more than one complaint to discuss with the doctor. << >> Being able to see the same doctor more easily would make me very happy. << >> Better communication.use s. << >> Big screen tv in waiting room. Not Sky Sports! << >> Booking an appointment is difficult and it would be whenever possible to see the same doctor. << >> Car Parking << >> Continuity (seeing the same doctor). << >> Easier booking appointments on-line with doctors << >> Greater use of online access / s etc << >> Improve the online booking service. Make sure that patients have continuity of care by being able to see the same gp of their choice for the majority of the time. Stop using trainee doctors to cover for most of the surgeries. Make late appointments available for those of us who have to work but still need to see a doctor for non emergency type ailments. << >> Introduction of ' well woman' and 'well man' clinics for the elderly << >> Its very difficult to make an appointment unless i can get through very early. I cant make

11 appointments more than that week away as the 'books arent open yet'. << >> make it easier to make appointments << >> More available appointments when needed << >> N/A << >> Online booking appointment system should be made efficient so that people who have work early can book online. Also reminders should be sent via text/ s regarding any tests, check-ups or vaccinations. << >> Open for longer evening hours and run an emergency surgery on a Saturday morning. The phone rings out too often with no response. A call queuing system might be useful at least you know that you will be dealt with at some point. The online appointment system should be good but often there are very few appointments available even booking two weeks ahead. << >> Phone appointments for same day are difficult! << >> please get a chiropodist << >> Provision for community care. Improve booking system to avoid demeaning queing from 7:30. Restore computer check in. Improve communications with patient. << >> Quicker at answering the phone or be able to leave a message for a return call << >> Release of appointments are erractic and difficult to understand. Please re-think! Listen to patients about appointment system and continuity of care. Improve online booking software. Oasis Dental is a good model. << >> Saturday am opening? << >> Sort out your appointment process! The receptionists have been rude to me on several occasions. I have never been able to see a doctor urgently, when I needed one. << >> Sort your reception out, queue too long and too slow. << >> Surgeries at weekends? << >> Thats for the practice to decide. Complaint- there are too many patients already. << >> The appointment system is appalling, stressful and difficult. I was told i could not book in advance. Appointment is for in 1 MONTH! << >> The booking system needs much improvement. One should be able to see a doctor of ones choice of a future date. << >> The reception staff's attitude definitely needs attention. Perhaps some re-training on how to handle patient confidentiality? << >> Time taken to get ears syringed << >> To have an appointment with doctor of choice (non-urgent) within 7 days. << >> Train reception staff and nurses on their interpersonal skills. << >> Trying to get through on the telephone is appalling. Then if you do get through after 75 repeat dials, it is extremely unlikely that you will be offered an appointment. You will be told to try again the next day. <<

12 >> Very difficult to get through on the phone in the early morning. << >> Waiting times are always past the appointment time. << >> We have to travel thee miles so need a car and we find it very difficult to park. I don't know just what you could do but move << >> You used to keep a few appointments for the day, if you phoned early enough. Now you have to wait 2-3 weeks to see the same doctor again. <<

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