FERNHILL DENTAL CENTRE PATIENT SATISFACTION SURVEY 2013

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1 Patients were asked a series of questions regarding the services and facilities provided in our practice. 60 patients participated in the survey including 4 membership patients (dental care plan), 2 private patients and 54 National Health Service (NHS) patients. 1. Information available 2. Availability of appointments Information available at practice o Neither agree nor disagree Availability of appointment Result shows: The majority of patients agreed that the available information covers all they needed to know about using the practice's services and looking after their dental care. They were happy with the information including posters, signs and leaflets available within the practice. Result shows: 92% of patients fully agreed that they are able to book appointments at times that suit them whereas only 8% partly agreed. The reception team are constantly discussing and reviewing diary # management to increase the availability of appointments. IIPage

2 3.Treatment value for money 4. Accessibility of practice 2% 0 Totally disagree 2% 2% 2% 3% o Totally disagree o Neither agree nor disagree Not appropriate Result shows: 89% of the patients fully agreed that the treatments were value for money. 5% partly agreed whereas 2% partly disagreed and some are neither agreed nor disagreed. Our practice is always working towards providing a high quality service to our patients therefore we are able to offer private treatments as well as the National Health treatments. Result shows: 95% of the patients were fully satisfied with the layout and parking facilities of the practice. But 2% partly disagreed. The practice has a narrow kerb at the entrance which we are reviewing to improve in future. 21Page

3 5. Cleanliness and tidiness of the practice 6. Ability to talk privately with reception team n Totally disagree 0% 20/"2% Result shows: All our patients were happy with the level of cleanliness and tidiness of the practice. Result shows: 96% of the patients fully agreed that they can talk privately with the reception team if required. We maintain and take patient's privacy seriously at all times. 31Page

4 7. Professionalism and manners of reception team 8. Professionalism of the dental care professionals (dentists, hygienists and nurses) 0% Result shows: The majority of patients fully agreed that they felt well treated by our reception staff. They were happy with their professionalism and manners. Our practice is constantly trying to provide a high level of customer care, we strive to maintain our professionalism at all times, even when we may seem extremely busy. Result shows: All the patients fully agreed that they have confidence in the knowledge and abilities of the dental team. They were happy with their professionalism, advice and care. All staff are regularly updated through training events, seminars and post qualification courses. 41Page

5 9. Treated with dignity and care by dentist and dental team 10. Patient's opinions are taken into account regarding treatment options 0% 0% o Neither agree nor disagree n Not appropriate Result shows: All patients fully agreed that they were satisfied with the dignity and care provided by dentists and other dental team members in our practice. Result shows: All our patients fully agreed that their opinions were always taken into account when* their treatment options were being discussed and agreed. SIPage

6 This section focuses on the experience of the patient about their visit on that day to the practice. 1. How long was the patient kept waiting beyond the appointment time? 2. Did the dentist or hygienists talk to you about the ways you can prevent gum or tooth problems? More than 15 minutes U1 I cannot remember. o Between 5-15 minutes 0 2 No 3 Less than 5 minutes Is No time at all 1 49 Yes o Result shows: The majority of patients were not kept waiting, whereas 8 patients were kept waiting less than 5 minutes and 3 patients more than 5 minutes. Our dentists are working hard to provide the best care and advice to each and every patient. The reception team and nurses are constantly monitoring each appointment to improve and avoid waiting times. Result shows: The majority of patients have agreed that their dentist and hygienist explained and advised how to prevent gum disease and tooth problems as part of the ongoing care to their patients. Our practice follows preventative dentistry and helps our patients by providing oral health advice, hygiene treatment and leaflets. 61Page

7 3. Do you know how to make a complaint about your treatment you have received today if you need to do? 4. Did the dentist explain the treatment options and prices before offering treatment? I'm not sure. 11 Icannot remember. 3 No 0 No 0 Yes I'm aware of it. 49 Yes 57 o o Result shows: Most of our patients are aware of how to make a complaint if they needed to, whereas 11 were not sure about the procedure. Our practice displays the complaints procedure in the waiting room and all our staff are aware of the procedure. Result shows: The majority of our patients agreed that their dentist explained the treatment options and prices before offering treatment, whereas only 3 cannot remember. Our practice ensures that patients are provided with the facilities to understand, discuss and agree treatment plans at each appointment. Each patient is provided with a copy of their treatment plan to take home. 71Page

8 Overall feelings about the practice Patients were asked their opinions on how likely they would be to recommend our practice to another person. Would you recomend our practice to another person? Notatall Noprobablynot o o Yesprobably 5 DefinitelyI J 55 o Most of our new patients are joining our practice after recommendations from our current patients. The majority of patients have answered definitively and we are delighted to get such a positive response from our patients who were involved in this survey. Patient's opinions about our practice and services Fantastic dentist Great service Happy and friendly environment Always helpful Full of information 81Page

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