Prices Mill Surgery. Patient Satisfaction Survey. Results
|
|
- Lesley Charles
- 8 years ago
- Views:
Transcription
1 2014 Prices Mill Surgery Patient Satisfaction Survey Results
2 Prices Mill Surgery Patient Satisfaction Survey Results 2014 Contents s Contents P1 Survey Results s Overview of survey Patient demographics Results by question by percentage of responses Results by question by number of responses Patient comments P2 P2 P3 P6 P8 Supporting Information n 2013 Action Plan P14 Sample of Patient Survey Questions P15 1
3 Prices Mill Surgery Patient Satisfaction Survey Results 2014 Introduction For the 2014 patient satisfaction survey, an electronic survey was chosen for Prices Mill Surgery. The 2014 Patient Satisfaction Survey was sent to 1250 registered patients via . These patients were asked to complete a survey by following a link to a questionnaire. Results were submitted electronically and analysed by Survey Monkey. Following the last survey carried out In 2013, the results were discussed with the Patient Participation Group, areas for improvement were identified and an action plan was agreed (see Appendix I). This year, nine questions from the 2013 survey were chosen that most closely related to the areas where improvements were targeted. The aim was to provide an indication of what impact the delivery of the action plan had made on the level of patient satisfaction in these areas. Whilst different collection methods for the two surveys were used, the results provide an indication of the impact of the changes made. A list of the questions asked in our 2014 Survey is included in Appendix II. Respondents Demographics Male 44% Female 52% Under 25 2% % % Patient Satisfaction Rating Good, Very Good or Excellent % Change Q1 Your level of satisfaction with the Practice s opening hours 90% 86% +4% Q2 Ease of contacting the Practice by telephone 82% 67% +15% Q3 Satisfaction with the day and time arranged for your appointment 82% 79% +3% Q4 Chances of seeing a doctor/nurse within 48 hours 63% 44% +19% Q5 Chances of seeing a doctor/nurse of choice 69% 58% +11% Q6 Opportunity of speaking to a doctor/nurse on the telephone if 80% 82% - 2% necessary Q7 Length of time waiting in the Practice for your appointment 66% 60% +6% Q8 The manner in which you were treated by reception staff 94% 95% - 1% 2
4 Prices Mill Surgery Patient Satisfaction Survey Results
5 4
6 5
7 Prices Mill Surgery Patient Satisfaction Survey Results 2014 Q1 Your Level of Satisfaction with the Practice's Opening Hours. Answer Options Percent Count Excellent 17.5% 36 Very Good 42.2% 87 Good 30.1% 62 Fair 9.2% 19 Poor 1.0% 2 Answered question 206 Skipped question 0 Q2 Ease of Contacting the Practice by Telephone Answer Options Percent Count Excellent 13.8% 28 Very Good 36.9% 75 Good 31.5% 64 Fair 15.3% 31 Poor 2.5% 5 Answered question Skipped question Q3 Satisfaction with the Day and Time Arranged for Your Appointment Answer Options Percent Count Excellent 23.4% 48 Very Good 32.7% 67 Good 26.3% 54 Fair 11.7% 24 Poor 5.9% 12 Answered question 205 Skipped question 1 6
8 Q4 Chances of Seeing a Doctor/Nurse Within 48 Hours Answer Options Percent Count Excellent 12.0% 23 Very Good 24.0% 46 Good 26.6% 51 Fair 22.9% 44 Poor 14.6% 28 Answered question Skipped question Q5 Chances of Seeing the Doctor/Nurse of Choice Answer Options Percent Count Excellent 9.9% 20 Very Good 25.1% 51 Good 34.0% 69 Fair 21.2% 43 Poor 9.9% 20 Answered question Skipped question Q6 Opportunity of Speaking to a Doctor/Nurse on the Telephone if Necessary Answer Options Percent Count Excellent 16.0% 30 Very Good 31.6% 59 Good 32.6% 61 Fair 17.1% 32 Poor 2.7% 5 Answered question Skipped question Q7 Length of Time Waiting in the Practice for Your Appointment Answer Options 7 Percent Count Excellent 10.2% 21 Very Good 20.0% 41 Good 35.6% 73 Fair 25.4% 52 Poor 8.8% 18 Answered question Skipped question 205 1
9 Q8 The Manner in Which You Were Treated by Reception Staff Answer Options Percent Count Excellent 36.8% 75 Very Good 35.3% 72 Good 21.6% 44 Fair 5.4% 11 Poor 1.0% 2 Answered question Skipped question Q9 Any Comments About How the Practice Could Improve its Service All written patient comments have been included in their entirety but details which could identify a specific patient have been removed to ensure anonymity. If you need to see a Dr soon you need to phone as you can't do it on line for the same day. I generally had to spend more minutes in the waiting room than with doctors and nurses but it is rather dark and gloomy, and dated magazines and NHS leaflets are carelessly piled up here and there. I hope you can change the waiting room a bit brighter, friendlier and less messy if it's possible. Have just registered with booking on line - will keep you posted I dropped off something to be signed and promptly left the country for a month! Claire kindly wrote 2 times, telephoned my mobile twice to no avail. A text or an would have been easier, cheaper and for me personally a lot more effective. It may be worth considering asking patients how they prefer to be contacted as many of us are iphone dependent and communicate almost exclusively through electronic media. I transferred from Romney House, Tetbury surgery after 'my' Dr retired & didn't like the continuing service. So far your service has been good to excellent & doesn't need changing. Tricky one to answer Practice ability to CONFIRM on line that requests for repeat prescriptions have been actioned and are ready to collect. 1. Would love to see after hours times. 2. Would like to be able to book appointments for my children using the online booking system (currently only one log on per patient) 3. Would like reception staff to not ask medical questions when booking an appointment. Preferring them to ask whether the appointment could be with the nurse or doctor. Can sometimes feel like gatekeeping. Waiting can be accepted but not if not informed of delay but not when you have a sick child waiting 45 mins. Easier to see own Doctor at a shorter time than at present 8
10 Update your database so the check- in computer works I find it difficult to choose between urgent and non- urgent e.g. a suspicious skin lesion?bcc, it does not need to be seen that day but a process of referral etc. should be started. I have never tried to speak to a doctor on the phone. Therefore not answered. Booked an appointment 2 weeks ago to see Dr Booker for 9.30 on the 13/03/14. Went down, they had no appointment down for me. I am not very happy. Some way to inform patients waiting to see doctor if he/she is running late and how late. Appointments to be available within 5 days for your own doctor Weekend opening times. Open until 7pm during week. As a relatively new patient I am delighted with the treatment I have received. The older receptionists need to be more closely supervised - their attitude to the patients is not good. Sorry! I wanted to book a nurse appointment on line recently but couldn't and I was told this was not available when I called the surgery. Being able to do this on line would be a great step forward. Shorter period between making an appointment and seeing doctor Online booking of doctor appointments works very well. Could this be extended to nurse appointments? There don't seem to be pro- active health checks for over 65s. Could this be improved? It makes a nonsense of an online service if you then send a letter detailing the change or cancelling of an appointment. This should be notified as an . Although it doesn't matter to me because I am part retired, I was surprised to see the surgery closed on Saturday morning at 11am. Most people work full time and are busy when they get home from work. I would have thought opening on a Saturday morning was vital in providing a good service. No comments Show on notice board in waiting room how late a GP is running if over 15 minutes. Some appointment slots need more time. I rang for a home visit for my husband who was barely able to get out of bed. My daughter rang again. Dr B rang almost 3 hours after first call. I had to call 999. This could have been avoided if I could have spoken to a Dr within an hour. Telephone service a bit frustrating at busy times. The instructions for booking an appointment online aren't very clear. Better seating arrangements in waiting room. Some nurses need to read up patient history at time of appointment 9
11 It would be very useful to me to be able to book an appointment with a nurse, as I have to have regular blood tests. Very good service and staff are always very friendly and helpful. Too long waiting when u have appointment I have little baby and 3xtimes we have to wait 45 min more than the time of our appointment. And with 18 months old baby its very hard to wait for that long with full waiting area.!!! They should call you back and change the time of the appointment if the doctor is busy No suggestions Appointments from 8 am. The online service is excellent Reduce waiting times for appointments, both non- urgent and more pressing. I appreciate the early appointments but would like later hours as well (but I don't want individuals working longer hours) No, thanks, everything satisfactory Earlier and later appointments for working patients. My last surgery in Wilts gave me the opportunity to have appointments as early as 8am and as late as 6.30 pm It often requires a wait of up to 2 weeks for a non- urgent appointment. Get more staff perhaps. Weekend opening. I personally feel that there isn't enough doctors and nurses within the practice for the area and amount of people covered. When tests are taken/made an automatic appointment made to discuss results with the doctor Weekend and evening opening hours, not just for those that work but also if your unwell at the weekend as it isn t clear who can help you during those times other than nhs direct Later opening hours and Saturday mornings Having a radio on in the waiting room would be brilliant, as it would prevent the awkward silence there sometimes is. It would also help prevent patients from overhearing conversations had by staff in reception. It would help distract patients from noticing the time they have been waiting. Also, a speaker in the toilet may be helpful as when patients go to the toilet they do not know if their name has been called or not and it may cause some anxiety. I have to say having the computer screen log in upon arrival is a fantastic resource and prevents massive queues and therefore prevents frustration. Mainly the length of time at which I am waiting for my appointment but also a certain receptionist s attitude towards patients. I waited over an hour to see my doctor on one occasion, just to talk to him for 6-7 mins...the receptionist who I can't remember the name of is rude and unsympathetic towards patients who have been waiting and constantly tells us it will be 5-10 mins for me or anyone else waiting to see their doctor. After mins go by, patients tend to become agitated and frustrated (which is understandable) and the receptionist just repeats what she said before without acting upon it or giving any explanation as to why it's taking so long. My appointments usually 10
12 commence between mins after the set time which is just appalling, particularly for the older patients who have serious problems and become increasingly frustrated. It's infuriating to say the least. Please sort this out. Thank you. Could there not be different numbers to ring for the different services instead of having to wait for the recorded options to be offered. Receptionist on one occasion incredibly intrusive as to symptoms of a very personal nature, almost made an official complaint. When bloods are taken it would be good if the practice would contact the patient by (if available) to let the patient know the results are back. At the moment it seems to be by exception, that is, it there is something wrong then the practice will make contact. The pa system for calling patients to the doctor is poor quality Cut delay for connection to a receptionist Need to offer appointments outside patients' normal work hours, also coordinate multiple appointments better e.g. test, results, follow up appt. I think you could have a few doctors on a rota system on a Saturday Open on Saturday mornings I use the on line system for appointments which is more convenient than trying to get through by telephone. Trying to get through by telephone is quite difficult. I am a new patient and "so far, so good!" Trying to make an appointment online is a nightmare. When it works it is good, however actually being able to login as a rare user is terrible. You asked me to have a repeat blood test and then I have to wait over two weeks for an appointment with a nurse, what's that all about? Opening on a Saturday morning. Simplify the website. Have a reverse parking rule (to stop people reversing out of a parking bay into the path of incoming traffic or people walking past). Appreciate that appointments are held back for 'emergencies' however there are some people who go off to the doctor at the drop of a hat. Some others however like myself and my husband rarely visit a doctor and when we do have genuine cause for alarm therefore to be treated with there s an appointment in two weeks seems quite frankly unacceptable and then queries by the receptionist who has no medical training why we feel we justify an appointment. The online appointment system is excellent but the opportunity to get an appointment within a reasonable time lets it down. Weekend/late evening appointments would be helpful. More information for first time parents about common childhood conditions and how they can be treated at home before its necessary to consult a doctor. None Open on Saturdays 11
13 I had to phone several times to get an afternoon appointment for my daughter after school I had to phone after 1pm, which is difficult as I am then at work. When I arrived for the appt it had been booked incorrectly for the next week. After discussing the nature of my daughter s illness with the receptionist I was told to return the following day. There was then further confusion with the prescription for a product which no longer existed, and had to be reissued. About 10 phone calls and 3 visits to the surgery for one simple problem. Not good. Why can't we book appointments for the following day? Practice Manager could test appointments offered by on- line service with those offered by the surgery, to ensure consistency of delivery An address so I could send you requests and or ask for info I have no problems with appointments because I book well in advance, however, I phoned on Monday for an appointment for my son with any doctor for Friday and was told there was nothing and to call on the day. My son does not need an emergency appointment. Unfortunately he works different hours everyday and these hours are changed every week so he cannot know one week in advance when he will be available. I will call on Friday to try and get him his appointment but it does not seem right that a routine should be seen as an emergency. I am puzzled by this. Stay open later in the evenings so that people don't have to take time off work. Have times for emergency appts without referring people back to hospital making unnecessary journeys. Automated reception machine is impersonal and seems to go wrong quite a lot, would generally prefer to speak to a receptionist on arrival. Receptionists are very nice when they speak to me. I am shocked how long I had to wait until an available appointment with Dr of my choice. Am considering moving to another surgery if things don't approve. Doctors need to actually come to work - i.e. a 40- hour week like the rest of us! Just an observation on the questionnaire - some questions relate to services of which I have no experience or knowledge - I have given these a 'Good' i.e. in the middle when really a 'don't know' would be more appropriate. A lot of issues with prescriptions being incorrect between pharmacy and practice. This needs looking at because the system doesn't work well. With the automated system, there is an issue in replying to item 8. Also, in terms of mental measurement, fair and very good are not equal distance alternatives for response pattern. Your survey will automatically skew towards the positive end of the scale... this is a confound. I would like to be able to book appointments online to see a nurse Lady behind reception desk was chewing gum which I thought very unprofessional. I have not yet asked for a same day appointment, so don t know how easy it would be Fairly new to the surgery, so some of the questions I have not been able to comment on. Water machine in waiting room please, and more leaflets on different ailments. Thank you 12
14 You have all been very kind to me in recent months. I have been able to get an appointment in a matter of hours or even been able to speak to someone when I just dropped in. Thank you! Time keeping of doctors Sometimes appointments running very late but typically do not mind as Dr provides you with all the time you need. Issues at times with collecting prescriptions ordered online, request has not gone through or not been actioned but receptionists typically try and sort there and then Open on Saturday mornings I feel lucky to have the services offered by the surgery when one hears of that which is given in other parts of the country Question 4. Booking doctor is fine - have not needed emergency appt so can't comment on that. But why more than a week's wait to have bloods taken? It is already very good indeed. My on line appointment booking software has failed. My last appointment was at Why did I have to wait until 9.20 to be seen? This is not an uncommon problem. My appointments are always at least 15min late. The website gives only a tel and a fax number. it would be much more convenient for me to be able to contact via Extend computer bookings to include staff other than doctors Obtaining an appointment within a reasonable timescale, say within 48hrs or less. Longer surgery hours, and a nominated doctor/nurse to take responsibility of the patient's need e.g. hospital letters actually read and acted on. Thank you to all patients who took part in the survey. The feedback received is being used to help us to continue to improve the services we provide. 13
15 Appendix I Prices Mill Patient Participation Group (PPG) 2013 Patient Survey Review Overview The PPG remains active and engaged and the relationship is valued by both parties. We would like to build on the good progress made so far by encouraging increased PPG membership. In particular we would like to attract members from the younger age groups to better reflect the population profile of the practice. There have been a number of initiatives in the past and a further campaign is to be introduced in the New Year with lots of ideas contributed by the group. The Practice Manager presented a summary of the 2013 patient satisfaction survey report to the PPG and made copies available. Results are also available on the practice website. Key areas for action were identified and the findings were discussed at the PPG meeting. The following action plan was agreed. Joint PPG / Prices Mill Surgery 2013 Action Plan Aim and Action Lead Timescale 1 To improve appointment satisfaction and ability to see Practice Manager Ongoing a practitioner within 48 hours To monitor the impact of the new appointment system introduced from 16/09/13 and adjust in response to feedback. 2 To improve patient satisfaction with opening hours To introduce extended weekday hours and a trial period of Saturday morning opening Practice Manager From January To improve comfort of the waiting room To redecorate the waiting and reception area, upgrade the seating in the waiting area and review provision of children s toys 4 To improve information about services To increase the number of patients using the website and subscribing to the online newsletter by increasing awareness of the website To publish a quarterly newsletter to be sent via and to be available at reception and waiting area and on the practice website 5 To improve telephone access To review the telephone system and simplify the message, options and process for patients 6 To continue to develop membership of the PPG Advertising campaign to recruit more members to the PPG, particularly of younger age groups via: Website newsletter Next practice newsletter Waiting areas Local community newsletters Community venues PPG visits to existing community groups e.g. mother and toddler groups Practice Manager with PPG input Practice Manager with PPG input Practice Manager Practice Manager By End March 2014 Start December 2013 By January 2014 To start January
16 PRICES MILL SURGERY PATIENT SATISFACTION SURVEY QUESTIONS 2014 Appendix II 1. Your level of satisfaction with the practice's opening hours! Excellent! Very Good! Good! Fair! Poor 2. Ease of contacting the practice by telephone! Excellent! Very Good! Good! Fair! Poor 3. Satisfaction with the day and time arranged for your appointment! Excellent! Very Good! Good! Fair! Poor 4. Chances of seeing a doctor/nurse within 48 hours! Excellent! Very Good! Good! Fair! Poor 5. Chances of seeing the doctor/nurse of choice! Excellent! Very Good! Good 15
17 ! Fair! Poor 6. Opportunity of speaking to a doctor/nurse on the telephone if necessary! Excellent! Very Good! Good! Fair! Poor 7. Length of time waiting in the practice for your appointment! Excellent! Very Good! Good! Fair! Poor 8. The manner in which you were treated by reception staff! Excellent! Very Good! Good! Fair! Poor 9. Any comments about how this practice could improve its service 10. Are you male or female and how old are you?! Male! Female! Under 25! 25-59!
Improving Practice Questionnaire Abbreviated Report
Improving Practice Questionnaire Abbreviated Report Stillmoor House Medical Practice July 2013 - December 2014 1 Northleigh House Thorverton Road Matford Business Park Exeter EX2 8HF t 0845 5197493 f 01392
More informationNORTON MEDICAL CENTRE PATIENT SURVEY OF NEW APPOINTMENT SYSTEM
NORTON MEDICAL CENTRE PATIENT SURVEY OF NEW APPOINTMENT SYSTEM SUMMARY Responses were from both male and female patients from across the age spectrum. NB: Not all patients responded to the demographic
More informationTHE SPA MEDICAL PRACTICE 2012/2013 PATIENT SURVEY REPORT
THE SPA MEDICAL PRACTICE 2012/2013 PATIENT SURVEY REPORT Report prepared by Lynnette Taplin, Operations Manager On behalf of The Spa Medical Practice March 2012 INTRODUCTION The purpose of this report
More informationAPPLE TREE MEDICAL PRACTICE BURTON JOYCE 2013 Patient Questionnaire Analysis Surveys Issued 150 Surveys Returned 122 = 81 %
APPLE TREE MEDICAL PRACTICE BURTON JOYCE 2013 Patient Questionnaire Analysis Surveys Issued 150 Surveys Returned 122 = 81 % Access to a Doctor or Nurse for a ROUTINE appointment No Opening 6% 5% 19% 51%
More informationPPG / vppg Patient Survey Report Updated 22 nd March 2012
Dr A Augustine Jenner Health Centre Dr M V Edwards 201 Stanstead Road Dr C Lamptey Forest Hill Dr R M Rowland SE23 1HU Dr A Sykes Tel: 020 3049 2960 Dr S Van Cooten Fax: 020 3049 2961 Dr A Warsop Practice
More informationSILLOTH GROUP MEDICAL PRACTICE PATIENT SURVEY/PPG REPORT 2014-15. http://www.sillothgroupmedicalpractice.nhs.uk
SILLOTH GROUP MEDICAL PRACTICE PATIENT SURVEY/PPG REPORT 2014-15 http://www.sillothgroupmedicalpractice.nhs.uk Please follow the link above to access the results of our patient survey for 2014-2015 We
More informationDR RABIE & PARTNERS KIDSGROVE MEDICAL CENTRE. SURVEY AND VIRTUAL PPG REPORT FOR 2013 to 2014
DR RABIE & PARTNERS KIDSGROVE MEDICAL CENTRE SURVEY AND VIRTUAL PPG REPORT FOR 2013 to 2014 At the beginning of March 2014, we conducted our yearly patient survey, both in house and via the virtual PPG
More informationLey Hill Surgery Patient Questionnaire Results 2015
Ley Hill Surgery Patient Questionnaire Results 2015 1. 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
More informationThe Marlborough Medical Practice Patient Participation Group (PPG) Survey 2015 RESULTS
The Marlborough Medical Practice Patient Participation Group (PPG) Survey 2015 RESULTS Introduction The PPG Survey was carried out to allow patients and their carers to feedback on key aspects of the service
More informationDr s Birch Phipps and Shaw and Griffiths would like to thank all the patients who completed the satisfaction survey during November 2011
PATIENT SATISFACTION SURVEY 2011 Dr s Birch Phipps and Shaw and Griffiths would like to thank all the patients who completed the satisfaction survey during November 2011 We appreciate your time in commenting
More informationUEA Medical Centre Patient Satisfaction Survey Results 2012/13
SURVEY DATA COLLECTED BETWEEN OCTOBER 2012 AND JANUARY 2013 40 sheets filled in for twelve doctors = TOTAL OF 480 SHEETS REVIEWED LENGTH OF REGISTRATION Sample size - 480 Last year Registered 0 2 years
More informationEast Street Surgery, South Molton. Patient Satisfaction Survey Results 2014
East Street Surgery, South Molton Patient Satisfaction Survey Results 2014 This year following advice from the Patient Reference Group, the practice undertook the survey online but due to lack of uptake
More informationDrs Beales, Crowley, Strachan & Navamani North Road Surgery, 77 North Road, Kew, Richmond, TW9 4HQ www.northroadsurgery.nhs.uk
24th March 2013 Drs Beales, Crowley, Strachan & Navamani North Road Surgery, 77 North Road, Kew, Richmond, TW9 4HQ www.northroadsurgery.nhs.uk Introduction North Road Surgery This report summarises the
More informationPatient survey for Moss Valley Medical Practice using the General Practice Assessment Questionnaire (GPAQ)
Patient survey for Moss Valley Medical Practice using the General Practice Assessment Questionnaire (GPAQ) Standard report and analysis for GPAQ Consultation Version 3 Contents: How the survey was carried
More informationPATIENT PARTICIPATION GROUP SURVEY 2013 PARK VIEW SURGERY
PATIENT PARTICIPATION GROUP SURVEY 2013 PARK VIEW SURGERY Since we started our PPG in 2011 the group has grown from 30 members to 69 members. The surgery still continues to advertise the PPG on the surgery
More informationSleaford Medical Group Local Patient Participation Report 2012/13
A description of the profile of the members of the PPG Sleaford Medical Group Local Patient Participation Report 2012/13 There are currently 33 patient members of the Sleaford Medical Group (SMG) Patient
More informationLensfield Medical Practice - Patient Survey 2013/14
Lensfield Medical Practice - Patient Survey 2013/14 1. From your experience how easy has it been for you to access the doctor when necessary? Very easy 40.9% 61 Fairly easy 37.6% 56 Fairly difficult 20.8%
More informationMawbey Group Practice G85130 Lambeth CCG. http://www.mawbeygp.nhs.uk/wp-content/uploads/mgp_report_14.pdf
Mawbey Group Practice G85130 Lambeth CCG Patient Participation Report April 2013-March 2014 The web address of this document is http://www.mawbeygp.nhs.uk/wp-content/uploads/mgp_report_14.pdf Our Practice
More informationThatcham Medical Practice Local Participation Report March 2014
Thatcham Medical Practice Local Participation Report March 2014 Thatcham Medical Practice (TMP) is participating in an enhanced service initiative commissioned by NHS England. It ensures patients are involved
More informationPatient Satisfaction Survey
Patient Satisfaction Survey March 2014 Number of responses = 229 Survey Tool: GPAQ V3 Analysis by Andrew McHugh using Adobe Acrobat Pro and MS Excel 1 of 25 Subject Page Front Cover 1 Contents Page 2 Explanatory
More informationArden Medical Centre
Arden Medical Centre Dr Nigel C Wood Albany Road MB BS MRCP DRCOG Stratford-upon-Avon Dr Jill Crowfoot CV37 6PG MB ChB MRC GP DRCOG Tel: (01789) 414942 Dr Hazel Blanchard Fax: (01789) 296427 MB ChB MRCGP
More informationPPG & Survey Results Report 2014/15
PPG & Survey Results Report 2014/15 Patient Reference Group The patient group comprises 25 members Distribution Details Attendance Gender Ethnicity Age Survey Results Patient Satisfaction Survey 2014/15
More informationSummary of Malago Surgery Patient Satisfaction Survey
Summary of Malago Surgery Patient Satisfaction Survey Introduction Malago Surgery conducted a Patient Satisfaction Survey during February and March 2013. Questionnaires were made available to all patients
More informationUNIVERSITY MEDICAL CENTRE PATIENT PARTICIPATION GROUP ANNUAL REPORT & ACTION PLAN 2012-13
UNIVERSITY MEDICAL CENTRE PATIENT PARTICIPATION GROUP ANNUAL REPORT & ACTION PLAN 2012-13 Introduction & Recruitment of the Patient Participation Group Review on how and why the Patient group was established:
More information1-In the past 12 months, how many times have you seen a doctor at your Surgery?
DR RABIE & PARTNERS KIDSGROVE MEDICAL CENTRE SURVEY AND VIRTUAL PPG REPORT FOR 2014 to 2015 At the beginning of March 2015, we conducted our yearly patient survey, both in house and via the virtual PPG
More informationMinutes of Patient Participation Group (PPG) Meeting Beckett House Practice 7pm 8.30pm Wednesday 30 th July 2014
Minutes of Patient Participation Group (PPG) Meeting Beckett House Practice 7pm 8.30pm Wednesday 30 th July 2014 Attendance from the Practice: Dr Elizabeth McGinn (GP Partner), Sandra Connolly (Practice
More informationAnnual Patient Participation Report & Patient Survey - March 2014 Riverside Health Centre Retford
Annual Patient Participation Report & Patient Survey - March 2014 Riverside Health Centre Retford Contents The Patient Reference Group (PRG)... 3 Active Practice Involvement... 3 Ethnicity of the Patient
More informationCommitment to Customer Care Providing a high quality patient experience
Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Our promise: At Sheffield Teaching Hospitals, all receptions will The Commitment to Customer Care Guide
More information5. 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
More informationPATIENT PARTICIPATION GROUP REPORT ON OVERTON PARK SURGERY S PATIENT SURVEY CONDUCTED IN JANUARY 2012
PATIENT PARTICIPATION GROUP REPORT ON OVERTON PARK SURGERY S PATIENT SURVEY CONDUCTED IN JANUARY 2012 PROFILE OF GROUP MEMBERS There were eight Group members at the time the survey was carried out. Their
More informationLOMBARD MEDICAL CENTRE PATIENT REFERENCE GROUP SURVEY 2013-14
LOMBARD MEDICAL CENTRE PATIENT REFERENCE GROUP SURVEY 2013-14 Question 5. Please comment on your experience in obtaining an appointment to see a doctor or nurse. Respondent Number 1 Difficult to get through
More informationPatient Participation Group Report 2015
Patient Participation Group Report 2015 Pangbourne Patient Participation Group Annual Report for the Practice website The PPG The Pangbourne Patient Participation Group (PPG) was set up in 2010 and had
More informationPatient Participation Group Report 2014/15 Station House Surgery, Kendal
Patient Participation Group Report 2014/15 Station House Surgery, Kendal 1. BACKGROUND The Patient Participation Group (PPG) has just completed a third successful year. Thank you to all those who continue
More informationEmmer Green Surgery Patient Participation Report (and Patient Survey) 2014
Patient Participation Report (and Patient Survey) 2014 1 If quality is to be at the heart of everything we do, it must be understood from the perspective of Lord Darzi, NHS next stage review the patients
More informationHow To Rate Christchurch Family Medical Practice
Christchurch Family Medical Centre Patient Survey Report 2013-14 INTRODUCTION Patient Involvement has been a key initiative of the Department of Health over the last few years to ensure that patients are
More informationTHE TUDOR SURGERY PATIENT PARTICIPATION REPORT & SURVEY 2013/2014. The Tudor Surgery PRG Report 2013/14-1 -
THE TUDOR SURGERY PATIENT PARTICIPATION REPORT & SURVEY 2013/2014 The Tudor Surgery PRG Report 2013/14-1 - CONTENTS Background 3 Areas of priority for 2013/14 4 2013/14 - Patient survey process 4 2013/14
More informationPATIENT PARTICIPATION DES 2012 to 2013
PATIENT PARTICIPATION DES 2012 to 2013 The New Medical Centre F82021 23 March 2013 Dr Edison, Dr Ola and Dr Akwenuke 264 Brentwood Road Heath Park Romford Essex RM2 5SU Introduction This report summarises
More information2014-15. St Lawrence Road Surgery. Patient Satisfaction Survey Results
2014-15 St Lawrence Road Surgery Patient Satisfaction Survey Results Total Practice Population = 4432 Total number of questionnaires issued = 250 (5.6% of practice population) Total number of questionnaires
More informationMoorland Medical Centre Practice Improvement Questionnaire Report 2014-2015
Moorland Medical Centre Practice Improvement Questionnaire Report 2014-2015 Practice Improvement Questionnaire Report March 2014/15 Page 1 Moorland Medical Centre Practice Improvement Questionnaire Report
More information62 BATTLE ROAD ERITH, KENT DA8 1BJ TEL: 01322 432997 Fax: 01322 442324 DR K S NANDRA
62 BATTLE ROAD ERITH, KENT DA8 1BJ TEL: 01322 432997 Fax: 01322 442324 DR K S NANDRA Patient Participation Group Report March 2013 The Bulbanks Medical Centre Patient Participation Group currently has
More informationPatient Satisfaction Survey Report 2014
Patient Satisfaction Survey Report 2014 The survey ran for 6 weeks from 20 th December 2013 to 31 st January 2014. 11 GPs and 4 nurses were asked to give out survey sheets to patients. Survey sheets were
More informationPhoning the Practice
Pakuranga Medical Centre Patient Survey June 2013 Phoning the Practice 6 51% 52% 5 4 4 34% 3 2 12% 1 3% 1% 0 Never Sometimes Usually Always Never Sometimes Usually Always Phone Answered Promptly Ability
More informationEast of England Ambulance Service NHS Trust. Patient Transport Service Patient Experience Report: Hinchingbrooke Health Care NHS Trust
East of England Ambulance Service NHS Trust Patient Transport Service Patient Experience Report: Hinchingbrooke Health Care NHS Trust Author: Laura Mann, Patient Experience Analyst Data Period: 23 rd to
More informationStandard Reporting Template Patient Participation DES 2014/15. Surrey & Sussex Area Team
Standard Reporting Template Patient Participation DES 2014/15 Surrey & Sussex Area Team Practice Name Practice Code Ash Vale Health Centre H81013 Signed on behalf of practice Jon Fox Date 30 th March 2015
More informationPatient participation - Preparing an action plan for 2015-16
1. Introduction is a 5 partner practice with a population total of 12,603 patients. Hillview is set across two sites. The main site is in the centre of Woking and the other covers Goldsworth Park - a large
More informationPatient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
Practice Name: Kings Road Medical Centre Practice Code: E87063 London Region North West Area Team Complete and return to: england.lon-nw-claims@nhs.net by no later than 31 March 2015 Signed on behalf of
More informationThe practice looked at the following factors that make up the groups which are a representation of the wider patient population:
HILLSIDE PRACTICE Local Patient Participation Report, April 2011 to March 2012 Background information Hillside Patient Forum is a practice patient group which has been in existence since soon after the
More informationReport on. Tudor House Surgery & Rectory Road Surgery now known as
Report on Tudor House Surgery & Rectory Road Surgery now known as July 2014 1 Introduction Healthwatch Wokingham Borough is one of 152 local Healthwatch organisations that were established throughout England
More informationPatient Satisfaction Survey Results
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
More informationThe cleanliness of the surgery scored highly with over 95% of respondents rating it as either very good or good.
The Manor Surgery Patient Satisfaction Survey 2013-2014 There were 372 respondents to the Patient Survey questionnaire. The gender of the respondents to the questionnaire was 64.25% female and 35.75% male.
More informationBristol, North Somerset, Somerset and South Gloucestershire Area Team 2014/15 Patient Participation Enhanced Service
Bristol, North Somerset, Somerset and South Gloucestershire Area Team 2014/15 Patient Participation Enhanced Service Practice Name: St George Health Centre Practice Code: L81062 Signed on behalf of practice:
More informationPatient Satisfaction Survey May 2014. Nurses, Healthcare assistant and Phlebotomist
Patient Satisfaction Survey May Nurses, Healthcare assistant and Phlebotomist N: Hannah Holland / Patient Satisfaction Survey - / Patient Satisfaction Survey May Nurses . In the past, how many times have
More informationPatient Participation Report 2013
Dr Tina Archdeacon 12.3.13 Patient Participation Report 2013 This report outlines the actions taken to increase patient participation, in the service provision of Wheatfield Surgery To achieve this we:
More informationShaftesbury Medical Centre
Shaftesbury Medical Centre Minutes from Patient Group Meeting on Wednesday 26 th February at 5:30 pm Present: Practice Staff: Dr Musa (Chair), Alpna Chavda Patient Representatives: Suresh Patel (SP), Phil
More informationPatient Survery 2011-2012
Patient Survery 2011-2012 This survey was conducted in house and the results analysed by Mrs A Piper Practice Manager. The full survey results including graphs are available on our website The Questionnaires
More informationStandard Reporting Template
Standard Reporting Template Bristol, North Somerset, Somerset and South Gloucestershire Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Practice Name: Westbury On Trym Primary
More informationLANGTON MEDICAL GROUP PATIENT SERVICES QUESTIONNAIRE REPORT MARCH 2015
Dear patients LANGTON MEDICAL GROUP PATIENT SERVICES QUESTIONNAIRE REPORT MARCH 2015 Thank you to all the 244 patients who completed our Patient Services Questionnaire on-line and the 29 patients who completed
More informationhe Guywood Practice THE GUYWOOD PRACTICE DR RAINA PATEL PATIENT PARTICIPATION GROUP REPORT 2011 12
THE GUYWOOD PRACTICE DR RAINA PATEL PATIENT PARTICIPATION GROUP REPORT 2011 12 We first started our PPG in April, 2011 by handing slips out on reception asking patients to participate. Our first meeting
More informationOur survey as in other years has brought out similar results all within 1% of last years achievements.
Hello to you all. I would once again like to thank you all for allowing me to contact you in order to get your thoughts and ideas on our service and where we could improve or add new services. Our survey
More informationPatient Satisfaction Survey Report March 2013
Patient Satisfaction Survey Report March 2013 Background Information:- The Practice Manager met with the Patient Group Members on January 28 th and a discussion was held on the issues that everyone felt
More informationLEWISHAM MEDICAL CENTRE
LEWISHAM MEDICAL CENTRE 308 Lee High Road SE13 5PJ Telephone - 0208 318 0190 Fax 0208 318 1965 lewccg.g85023-general@nhs.net www.lewishammedicalcentre.nhs.uk Opening Times Monday Friday: 08.00 18.30 Thursday:
More informationPatient survey results and Action Plan 2011-2012
Dr Seal Dr Hughes Dr Wedner Dr Margutti Dr Thomson The Station Practice Station Plaza Medical Centre Station Approach Hastings East Sussex TN34 1BA Tel 1424 464756 Fax 1424 464757 Patient survey results
More informationPutnoe Medical Centre Patient Survey Report and Action Plan
Putnoe Medical Centre Patient Survey Report and Action Plan 2013/2014 This report summarises the Results and Action Plan for this year s Patient Satisfaction Survey. Patient Representation Group The Patient
More informationLocal Patient Participation Report North End and Steeple Claydon Surgeries, Buckingham
Local Patient Participation Report North End and Steeple Claydon Surgeries, Buckingham Table of Contents Introduction... 1 Patient Reference Group... 1 Agreeing areas of priority... 2 Collating patients
More informationWe have a large number of appointments which are wasted by people not attending slots they have booked. Have you any ideas as to how we can improve
We have a large number of appointments which are wasted by people not attending slots they have booked. Have you any ideas as to how we can improve this? >> ' fine if they dont cancel formally' >?
More informationPLAN DO STUDY ACT. Survey Report / Action Plan to be discussed and noted during meeting
PATIENT SURVEY ACTION PLAN Practice: The Phoenix Practice 2013/14 Patient Survey Objective: 1. Welcome back the Patient Participation Group / New Members 2 Patient Survey Questionnaire 3 Patients' priorities
More informationTHE LEISTON SURGERY PATIENT SATISFACTION SURVEY 2008-2009
THE LEISTON SURGERY PATIENT SATISFACTION SURVEY 28-29 USING THE GENERAL PRACTICE ASSESSMENT QUESTIONNAIRE Distribution: GPs PCT Staff PPG Date March 29 Page 2 of 16 REPORT ON PATIENT SATISFACTION SURVEY
More informationBethesda Medical Centre Patient Participation Group
Bethesda Medical Centre Patient Participation Group Review of Patient Questionnaire 2014-21 January 2015 Apologies: 3 Members Present: 8 members, Sue Clarke, Rachael Cousins. Results of Patient Questionnaire
More informationTadcaster Medical Centre Patient Participation Group Report. March 2013
Tadcaster Medical Centre Patient Participation Group Report March 2013 Tadcaster Medical Centre is a GP surgery located in the town of Tadcaster. The building is open from 8.30 am to 6.00 pm Monday to
More informationNurse Led Open Clinic for Minor Ailments. Kathryn Corner Practice Manager and Oonagh Potts Nurse Practitioner. The Crescent Surgery
Nurse Led Open Clinic for Minor Ailments Kathryn Corner Practice Manager and Oonagh Potts Nurse Practitioner The Crescent Surgery Background In response to our Patient Satisfaction Survey in 2013-14 the
More informationDrs G J Cox, M Karpha, and S L Harman West Oak Surgery 319 Westdale Lane Mapperley Nottingham NG3 6EW PATIENT PARTICIPATION REPORT 2014/15
Drs G J Cox, M Karpha, and S L Harman West Oak Surgery 319 Westdale Lane Mapperley Nottingham NG3 6EW PATIENT PARTICIPATION REPORT 2014/15 Practice Code: Practice Name: C84696 West Oak Surgery An introduction
More informationLATHOM HOUSE SURGERY. Records Online Access. Online Electronic Medical Record Viewing Patient Information Leaflet
LATHOM HOUSE SURGERY Records Online Access Online Electronic Medical Record Viewing Patient Information Leaflet 1 Introduction : This practice is piloting a project that allows you to view your medical
More informationprepared in making referrals through Choose and Book, which doesn t create any additional work for me.
Health Management Limited has been appointed as the supplier to deliver Fit for Work (previously Health and Work Service) in England and Wales. The following is a personal account of a service user s journey.
More informationWarden Lodge Medical Practice. Patient Participation Annual Report 2014/2015
Warden Lodge Medical Practice Patient Participation Annual Report 2014/2015 Surgery Hours Monday to Friday 8.00-6.30 01992 622324 We also offer extended surgery hours opening every other Saturday from
More informationTong Medical Practice. Local Patient Participation Report 2012-2013
Tong Medical Practice Local Patient Participation Report 2012-2013 Tong Medical Practice has an active Patient Reference Group since 2005. The group is chaired by Dr Moulson and includes representation
More informationA Young Inspector's Journal report on substance misuse services in Dorset. by Max Purkiss
A Young Inspector's Journal report on substance misuse services in Dorset by Max Purkiss Introduction As a young inspector for the Dorset area I am used to going to projects and places to inspect and write
More informationThe Heathville Medical Practice PATIENT PARTICIPATION END OF YEAR REPORT 2012
The Heathville Medical Practice Branch Surgery Dr. R. M. Watkins 5 Heathville Road 38 Warwick Avenue Dr. N. J. Gilbert Gloucester Tuffley Dr. A. Seymour GL1 3DP GLOUCESTER Dr. S. E. Richards Tel: 01452
More informationWelcome To The First Edition Of Our Newsletter March 2014
Winterton Medical Practice Patient News Here at the Practice we are always looking at new ways to keep our patient s informed of the services that are available to them. We have responded to feedback from
More informationPatient Satisfaction Survey Results Report 2013/2014
Patient Satisfaction Survey Results Report 2013/2014 WHEN DID THE PRACTICE CONVENE ITS PPG? Our Group was established in 2011. Notices inviting patients to attend meetings are displayed in the waiting
More informationLOCAL PATIENT PARTICIPATION REPORT FEBRUARY 2013
LOCAL PATIENT PARTICIPATION REPORT FEBRUARY 2013 Patient Reference Group Following the formation of our virtual patient participation group in November 2011 we have now completed our second practice survey.
More information40% of the group are aged 44 to 59 (Practice as a whole 33.6% for this age group).
Patient Participation Group Report 2013/2014 Component: 1 After the patient participation group s inception in 2011 we meet on a regular basis to discuss patient issues and Practice improvements with the
More informationYORK BRIDGE SURGERY PATIENT PARTICIPATION REPORT 2014 /2015
YORK BRIDGE SURGERY PATIENT PARTICIPATION REPORT 2014 /2015 Our patient participation group is a virtual group. We contact our patients via e-mail however if a patient does not have access to the internet
More informationQuestions often asked by patients and answers from the Randolph Surgery
Questions often asked by patients and answers from the Randolph Surgery 1. Why does the Randolph Surgery insist that everyone over 40 (or anyone who requires prescribed medication under 40) has a comprehensive
More informationPatient Satisfaction Survey 2014
Patient Satisfaction Survey 2014 Committed to providing the best health care services possible. Patient Satisfaction Survey Results July 2014 Produced by St Clements Surgery & The Patient Participation
More informationHall grove Group Practice: Patient survey March 2012. Results
1 Hall grove Group Practice: Patient survey March 2012 Forms were given out at reception at both Hall Grove and Parkway. In addition, forms attached to prescriptions. Box on reception desk for completed
More informationHockwell Ring Medical Practice Results, Recommendations and Response
Results, Recommendations and Response 30 The Green, Luton Throughout the months of September to December 2013 Healthwatch Luton conducted a review of GP Services. Listed below are the patient survey results,
More informationEstuary View Minor Injury Unit
Estuary View Minor Injury Unit Introduction I have been asked to provide an article about the history of the Minor Injury Unit in Whitstable and to describe the current facility at Estuary View Medical
More informationPatient Participation Report 2013/14. Produced for the Patient Participation DES 2011/2013. Cheryl Palmer Practice Business Manager March 2014
Patient Participation Report 2013/14 Produced for the Patient Participation DES 2011/2013 Cheryl Palmer Practice Business Manager March 2014 Page 1 of 6 This report shows how the Practice has engaged with
More informationKNIGHTS HILL SURGERY Suite 1, West Norwood Health and Leisure Centre, SE27 0DF
KNIGHTS HILL SURGERY Suite 1, West Norwood Health and Leisure Centre, SE27 0DF Tel: 0203 141 0700 Fax: 0203 049 0701 Email - lamccg.knightshill@nhs.net Website: www.knightshillsurgery.nhs.uk PARTNERS Dr
More information15. What is the best thing about your GP surgery?
15. What is the best thing about your GP surgery? - Friendly and local, it's history (via various changes) goes back over a century! - Really helpful - Quick appointments, friendly receptionists - Availability
More informationWhat do you like best about your dental practice?
Their approach, friendly and trustworthy. Understanding my needs. Friendly, thorough and don't do any unnecessary procedures. Friendly and competent. The team is always happy and smiling which puts you
More informationPatient participation report, March 2012
Patient Reference Group Report and Action Plan March 2012 Patient participation report, March 2012 Our newly formed Patient Reference Group (PRG) includes five patient representatives from a cross section
More informationCROPREDY SURGERY Dr J Wright & Dr B Tucker. Patients Participation Group Developments 2014/15
CROPREDY SURGERY Dr J Wright & Dr B Tucker Patients Participation Group Developments 2014/15 Introduction Cropredy Surgery is a semi-rural, dispensing GP Practice with approximately 3,500 patients and
More informationCMK MEDICAL CENTRE. Patient Participation DES. Introduction & Background
CMK MEDICAL CENTRE Patient Participation DES Introduction & Background CMK Medical Centre is an urban training practice, originally situated in the centre of Milton Keynes who moved to a new, purpose built
More information502-504 NEW CROSS ROAD LONDON SE14 6TJ TEL: 020 8694 1331 FAX:
DEPTFORD SURGERY 502-504 NEW CROSS ROAD LONDON SE14 6TJ TEL: 020 8694 1331 FAX: 020 8692 7374 Email - lewccg.g85711-general@nhs.net www.deptfordsurgery.nhs.uk PARTNERS Dr. Sarah Hawxwell MBBS DCH DRCOG
More informationThe Sandringham Practice Patient Group Meeting 24 March 2014 6.00
The Sandringham Practice Patient Group Meeting 24 March 2014 6.00 Attendees Practice: Dr I Hassan (Senior Partner) Dr K J Strachan (GP Partner) Dr C A Vicary (GP Partner) Dr I Udom (GP Partner) Jayne Clamp
More informationEARNSWOOD MEDICAL CENTRE PATIENT PANEL GROUP DES 2014 STEP 1 PPG RECRUITMENT
EARNSWOOD MEDICAL CENTRE PATIENT PANEL GROUP DES 2014 STEP 1 PPG RECRUITMENT Earnswood Patient Participation Group continues to meet every couple of months but has now commenced to work more closely with
More informationNHS Complaints Advocacy. A step by step guide to making a complaint about the NHS. www.pohwer.net
NHS Complaints Advocacy A step by step guide to making a complaint about the NHS NHS Complaints Advocacy Important Information Please read this section before the rest of this guide to ensure you take
More informationYORK HOUSE MEDICAL CENTRE PPG REVIEW 2013/2014. Prepared 24 March 2014
YORK HOUSE MEDICAL CENTRE PPG REVIEW 2013/2014 Prepared 24 March 2014 York House Medical Centre PPG 24 MARCH 2014 In 2013 / 2014 the Patient Participation Group has been very active in seeking the views
More informationKingsway Medical Centre Kingsway, Billingham, Cleveland, TS23 2LS
Kingsway Medical Centre Kingsway, Billingham, Cleveland, TS23 2LS Appointments & Emergencies Tel : 01642 553738 For Results & General Enquiries : Tel : 01642 554967 Please visit our surgery website for
More information