Patient Satisfaction Survey Results

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1 Patient Satisfaction Survey Results Aims The aim of this survey was to assess how the practice is meeting, or not meeting, the expectations of its patients. The data collected will be used to identify any areas for improvement within the practice and will be used to formulate a follow up survey, which will aim to seek opinion on how patients feel the practice could be improved. The survey asked ten questions about the general services of the practice and asked patients to rate how they felt about each area. It also included an option to provide comments on any areas in which they felt the practice was performing poorly or very poorly. The sample group was 100 patients selected randomly on a first come first serve basis as and when they entered the practice. Results Question 1 Question 1 asked patients how satisfied they were with the overall performance of the practice. The options for answering this question were; very unsatisfied, unsatisfied, satisfied or very satisfied. The answers were as follows: Very Unsatisfied 9% Unsatisfied 3% Very Satisfied 52% Satisfied 36% 15 January

2 It can be seen that 88% of respondents were either very satisfied or satisfied. This is very encouraging and shows that the vast majority of patients are happy with the service being provided. Although 9% of respondents answered very unsatisfied, this figure may not be reliable as a lot of respondents seemed to mistakenly tick this option, only to scribble it out and tick very satisfied. There were a number of respondents who ticked very unsatisfied only to tick excellent or very good for the rest of the survey questions, which seems to suggest that they had mistakenly ticked very unsatisfied. Some patients left comments on this question suggesting why they were unhappy with the overall services provided. The comments have been written here verbatim, and are as follows: appointment choices Very hard to get appointments, then when you do get an appointment you always have to wait at least half an hour over appointment to see doctor It appears the main concerns of the respondents were appointment choices and waiting times. Question 2 Question 2 asked patients to rate the hours that the practice is open for appointments. The options for answering this question were; very poor, poor, fair, good, very good and excellent. 22% 0% 7% 33% Very 38% 15 January

3 It can be seen that 93% of respondents rated the opening times of the practice as either good, very good or excellent. This is a great response and shows that the surgery is providing adequate hours for its patients to be seen. Comments were invited for this question but none were left. Question 3 Question 3 asked patients to rate the telephone system used for booking appointments. The options for answering this question were; very poor, poor, fair, good, very good and excellent. 0% 7% 27% 26% 16% 24% Very The answers to this question were slightly disappointing when compared to the previous questions, with only 77% of respondents rating the telephone booking system as excellent, very good or good. Although this is still a majority of respondents who are happy with the service, that still leaves nearly a quarter of respondents unhappy or indifferent to the service. Comments were invited on this question and a number of comments were left. The comments have been written here verbatim, and are as follows: I find it difficult to get appointments to see the nurses without weeks and weeks notice The hold system costs a fortune 15 January

4 Spend ages first thing [in the morning] trying to get through With working shifts by the time I finish I can't always get to the phone early enough. When I do phone I am often too late Having to try and get through at 8AM is usually difficult The receptionists are often very rude You can't get an appointment when you need one There was a lot of feedback on this area and it does seem to be an issue for patients. This is an area where improvements could be made and further investigation may be warranted. Question 4 Question 4 asked patients to rate the level of care provided to them by the GPs of the practice. The options for answering this question were; very poor, poor, fair, good, very good and excellent. 0% 0% 2% 23% 41% Very 34% It can be seen that 98% of patients surveyed rated the level of care provided by the GPs as excellent, very good or good. Of this figure 41% rated the care as excellent and a further 34% rated it as very good. This is a fantastic response and shows that the level of care provided is at the very least meeting the expectations of the patients. 15 January

5 2% of the respondents rated the level of care as fair and subsequently the following comments were left: I feel you don't get referred by GPs due to money they may have to use so you just have to carry on with an ailment rather than try and get to the bottom of it for the most - it depends which GP you see As can be seen, one patient felt that the GPs were reluctant to refer patients on due to the monetary implications of doing so. Question 5 Question 5 asked patients to rate the level of care provided to them by the Nurses of the practice. The options for answering this question were; very poor, poor, fair, good, very good and excellent. 1% 0% 4% 18% 38% Very 39% It can be seen that 95% of patients surveyed rated the level of care provided by the Nurses as excellent, very good or good. Of this figure 38% rated the care as excellent and a further 39% rated it as very good. This is a fantastic response and shows that the level of care provided is at the very least meeting the expectations of the patients. Disappointingly, one respondent rated the care provided by the Nurses as very poor. Comments were invited on this question but none were left. 15 January

6 Question 6 Question 6 asked patients to rate how they feel they are treated by the receptionists within the practice. The options for answering this question were; very poor, poor, fair, good, very good and excellent. 0% 1% 1% 11% 60% 27% Very It can be seen that 98% of patients surveyed rated the conduct of the Receptionists as excellent, very good or good. Of this figure, a massive 60% rated the Receptionists as excellent and a further 27% rated them as very good. This is a fantastic response and shows that the Receptionists in the practice are doing an excellent job in looking after the patients between their arrival and their consultation. Disappointingly, one respondent rated the conduct of the Receptionists as very poor. Comments were invited on this question and only one was left, as follows: Some of the receptionists are very rude and condescending This feedback is obviously negative, but it was only 1% of the sample who felt this way. 15 January

7 Questions 7 & 8 Field Road Health Centre Question 7 asked patients how quickly they can get an appointment at the practice. The options for answering this question were; same day, next working day, within 2 working days, within 3 working days, within 4 working days and 5 or more working days Same Day NWD Within 2WD Within 3WD Within 4WD 1 5WD or more The aim of the practice is to see all patients within 2 working days of them requesting an appointment. It can be seen from the survey that only 69% of patients could be seen within this timeframe. Although 69% is still a majority of patients surveyed there is still room for improvement in this score. Question 8 was a follow up question to question 7 and it asked patients to rate how they felt about the waiting times to get an appointment. The options for answering this question were; very poor, poor, fair, good, very good and excellent. 15 January

8 15% 0% 8% 19% 25% Very 33% As can be seen, 33% of respondents rated this as poor or fair, which is consistent with the responses to question 7. There is room for improvement in this area and this is something that should be explored further. Question 9 Question 9 asked patients if they can be seen by a GP on the same day if they need to be seen urgently. The options for answering this question were yes, no or don t know/never needed to. 25% 16% 59% Yes No Don't Know 15 January

9 Of the 100 respondents, a quarter of them had never needed to be seen urgently so could not answer yes or no. Taking this 25% out of the question, this meant that only 79% of respondents who have needed to be seen urgently were actually able to be seen on the same day. Disappointingly, 16 of the respondents, or 21% of the sample, said that they were not able to be seen on the same day if they needed to be seen urgently. This is an area that will need to be addressed going forward. Question 10 Question 10 asked which age group the respondents belonged to. This question was asked solely for information purposes. The answers were as follows: S1 This is consistent with the general age spread of active patients within the practice. Conclusion There were many positive aspects to come out of this survey and these can be summarized as follows: Positives Nearly all of the participants were satisfied with the overall services provided by the practice. One participant left a comment about the practice saying simply it s the best Patients are generally very happy with the level of care they are receiving from the GPs and the Nurses 15 January

10 Patients are very happy with the conduct and approach of the receptionists at the practice, with 60% of respondents rating them as 85% of patients are being seen within 3 working days of requesting an appointment 79% of patients can be seen the same day if they need an urgent appointment Negatives The biggest negative appears to be the telephone booking system. This was the area that attracted the highest volume of comments and appears to be the main issue with patients. A disappointing 23% of respondents rated this as fair or poor Another negative aspect is the number of patients who couldn t get an appointment within 2 working days of requesting one. The aim of the practice is to see patients within 2 working days but 31% of respondents said they could not be seen within this timeframe, with one even saying they had to wait 5 working days for an appointment! One respondent felt that they were not being referred on due to a reluctance of the practice to incur the costs associated with referrals One respondent was unhappy with the attitude of the receptionists One patient complained about the time taken between arriving for an appointment and actually seeing the Doctor/Nurse One patient complained that the choice of appointments was poor Review - The main criticism came for the telephone booking system. It should be noted however, that this response is a big improvement on the last survey taken. This shows that strides have been made to bring this area up to the required standard. - Waiting times were another area of concern. At present appointments are in 10 minute slots and if an appointment goes over the allocated 10 minutes then this has a snowball effect on to the next patient. Unfortunately not much can be done about this. Maybe finding out a bit more about why the patient wants to come in would help. Then a double appointment could be allocated and the next patient wouldn t have to wait as long. - One patient commented that the receptionists were rude. This is surprising given the overwhelmingly positive response that the receptionists received in the survey. However, the reception staff should be reminded to remain professional and courteous at all times when dealing with patients. 15 January

11 Action Plan Discuss appointments system Encourage patients to use online booking service Look at ways to open up more appointments Look at staffing levels during peak times Discuss professional behaviour towards patients with staff Aim to improve turnaround between patient requesting an appointment and getting an appointment 15 January

5. How easy is it to book an appointment ahead of time at the practice? Very easy 78 Fairly easy 71 Not very easy 15 Not at all easy 5 Dont know 9

5. How easy is it to book an appointment ahead of time at the practice? Very easy 78 Fairly easy 71 Not very easy 15 Not at all easy 5 Dont know 9 Deneside Medical Centre (A83075) Patient Satisfaction Survey 250 Surveys given out/posted but only 178 returned 1. How helpful do you find the receptionists at the Surgery? Very helpful 172 Fairly helpful

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