Marston Medical Centre. Results of our 2014 Patient Survey

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1 Marston Medical Centre Results of our 2014 Patient Survey This year we offered our patients an 8 question survey with the addition of a comments box and offering them the option of joining or Patient Participation Group. One question again this year reminded patients that we have gone back to a local telephone number at their request. The Survey ran for approximately 6 months. It was available online, at and a paper copy of the survey was available in the practice waiting room and reception. 1. How difficult was it to get an appointment to see your GP? 46% answered 32% answered 21% answered 1% did not answer 2. How difficult was it to get an appointment with our Practice Nurse? 33% answered 33% answered 8% answered 26% did not answer

2 3. How did you find trying to book an URGENT GP appointment? 42% answered 26% answered 17% answered 16% did not answer 4. How did you find trying to book an URGENT Nurse appointment? 23% answered 32% answered 9% answered 36% did not answer 5. How did you find trying to get through to us by telephone? 51% answered 36% answered 12% answered 1% did not answer

3 6. Do you ever use our Practice Website for any of the following? Didn t know we had one never used it to book appointments order prescriptions access health information The majority of patients who selected book appointments also selected order prescriptions. Hopefully by asking this question and showing our website address patients will utilise the extra information we have on offer. We have now launched a new slightly more user friendly website. 7. Are you aware the Practice is now using a local telephone number? Our new number is: Yes No 81% answered YES 17% answered NO 3% did not answer We are glad we decided to re-publicise the local telephone. Patients who still had not heard about the local number commented on how much cheaper it would be to call us and that it made them happy. We feel we should remind patients as often as we can.

4 8. Have you tried the Touch Screen to book in when you arrive? Yes No 73% answered YES 22% answered NO 5% did not answer We also installed a Touch Check-in approximately and year and a half ago. The screen has been getting fantastic feedback, apart from a few comments from patients saying when it works! We would like to apologise to patients for the screen being out of action recently. Unfortunately this was due to a system upgrade that affected its running. We have hopefully resolved this issue and hope patients no longer have issues with it. It continues to be a great asset, greatly reducing waiting times in reception. Out of the 103 patients who took part in the survey 56% chose to leave us comments which we are of course reviewing, 61% of the comments left were to say how happy/pleased/excellent/approachable they find the GP s & practice staff. In this year s survey we reminded patients that we have gone back to a local telephone, a few patients mentioned that they hadn t seen the advertising we had done, we found by adding it to the survey a great help. Again the number is: We noted patients are still having a few issues getting through to us by telephone. We try and give our utmost priority to the telephone and try to answer a call within three rings. We ask you bear with us at busy times such as 8am-10am and 12-1pm. This could be a subject we discuss at our patient Reference Group Meeting (Friday 12 th September).

5 Again this year only one patient mentioned they had an issue with not being able to request prescriptions via the phone. We only take telephone prescription requests for patients who are housebound. This will not change, however, patients are advised to register for EMIS online access where there is a facility to order prescriptions securely. Patients can also set up an automatic reordering with Marston and Northway pharmacies. Please note that Contraceptive medication is not a re-peat medication, please book to see the Practice Nurse for the required review. We were left other comments such as: patients having to wait a week to see a specific doctor and staff approachability. We hope that once the Practice is running at full staffing capacity waiting times will be reduced somewhat. The practice at present is looking to employ a GP to help alleviate this issue. We are hoping to run at full capacity in the coming months. Now the new reception team has completed their training we hope patients will find them helpful, friendly and professional. Some patients very kindly left some helpful, pleasant and kind comments about the reception team. The waiting room as undergone some alterations after previous comments suggested the Practice needed updating. We have re-upholstered the chairs, tidied our notice boards and hope to begin redecorating shortly. Our GP s rooms have been fitted with more suitable flooring and they have also had their chairs re-upholstered. We are having out first Patient Reference Group meeting this Friday 12 th September 2015 from 1-2pm. All patients are welcome to join us. September 2014