Phoning the Practice

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Delilah Morgan
10 years ago
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1 Pakuranga Medical Centre Patient Survey June 2013 Phoning the Practice 6 51% 52% % % 1 3% 1% 0 Never Sometimes Usually Always Never Sometimes Usually Always Phone Answered Promptly Ability to speak to right person

2 7 In the past 12 months how often have you visited the Practice? 6 57% 5 4 Previous Patient Satisfaction Survey result In the past 12 mts how often have you visited the practice? 3 23% 26% 2 1 3% 8% 4% 11% 9% 13% 14% 1 8% 8% Once Twice Three Four Five Six Six or more

12 mts how often have you visited the practice?

3 Is the Phone answered promptly? 6 56% 51% Previous Patient Satisfaction Survey result Is the Phone answered promptly? 33% % 3% Never Sometimes Usually Always

4 Are you able to speak to the person you require? 6 52% % % 1 1% Never Sometimes Usually Always

5 Availability 6 How convenient do you find the hours that the Practice is open 54% % 41% % 4% 1% Poor Fair Good Very Good

6 7 What other time of the day would suit you to attend appointments? % 5 4 Previous Patient Satisfaction Survey result What other time of the day would suit you to attend appointments? 3 24% % 12% 1 8% 9% 4% 3% Early Morning Lunchtime Evening Weekends Satisfied with Hours

7 Do you get an appointment with your preferred provider? % % Never Sometimes Usually Always

8 3 When you need to be seen routinely can you get an appointment? 3 29% 29% % 22% 22% 24% 17% Previous Patient Satisfaction Survey result When you need to be seen routinely can you get an appointment? 1 1 1% 2% Same day Next working day Within 2 working days 3-4 working days 5 or more working days As requested

9 7 If you need to see a GP urgently can you been seen on the same day? % Previous Patient Satisfaction Survey result If you need to see a GP urgently, can you be seen on the same day? 34% 2 1 8% Yes No Don't know

6 5 58% 5 4 4 3 Previous Patient Satisfaction Survey

10 How would you rate the comfort of the waiting room? 6 54% 55.3% % 4 3 Previous Patient Satisfaction Survey result How would you rate the comfort in the waiting room? 2 1 2% 0.3% Uncomfortable Adequate Comfortable

4% 4 3 Previous Patient Satisfaction Survey result How

11 How long do you usually have to wait to be seen? % 32% 33% % 22% Previous Patient Satisfaction Survey result How long do you usually have to wait to be seen? 1 14% 13% 1 1 9% 6% 1% Less than 5 minutes 6-10 minutes minutes minutes minutes more than 30 minutes

result 1 14% 13% 1 1 9% 6% 1% Less than 5 minutes 6-10 minutes 11-15

12 How do you rate this waiting time? % 3 34% 34% 3 Previous Patient Satisfaction Survey result How do you rate this waiting time? % 1 14% 12% 1 6% Poor Fair Good Very Good

Satisfaction Survey result 2 2 19% 1 14% 12%

13 3 Do the reception staff inform you if there is a delay in waiting? 32% 3 27% 2 23% 2 18% 1 1 Rarely / Never Sometimes Usually Always

14 5 How would you rate the receptionists who helped you today? 4 44% 4 41% 3 36% Previous Patient Satisfaction Survey result How would you rate the receptionist who helped you today? 21% 1 13% 1 6% 2% 1% Poor Average Good Very Good Excellent

Survey result How would you rate the receptionist who helped

15 5 4 How would you rate the friendliness and courtesy shown to you by the staff 47% 4 37% 38% 38% Previous Patient Satisfaction Survey result Friendliness and courtesy shown to you by the staff? 19% 1 14% 1 7% 1% Poor Average Good Very Good Excellent

Satisfaction Survey result Friendliness and courtesy shown to

16 Who did you see? % 2% Doctor Nurse Dr/Nurse

17 How would you rate the amount of time spent with you? % 38% 37% % 2 22% % Poor Fair Good Very Good Excellent

18 How well were you listened to? % 49% 4 34% 3 Previous Patient Satisfaction Survey result How well were you listened to? % 14% 1 2% Poor Fair Good Very Good Excellent

Satisfaction Survey result 3 2 18% 14% 1 2%

19 Rate how the Dr/Nurse put you at ease % 4 36% 36% 3 Previous Patient Satisfaction Survey result 2 Rate how the Dr/Nurse put you at ease? 14% 14% 1 Poor Fair Good Very Good Excellent

20 6 How would you rate the way the Dr/Nurse communicated with you? 56% 53% Previous Patient Satisfaction Survey result 31% 33% How would you rate the way the Dr/Nurse communicated with you? 2 12% 14% 1 Poor Fair Good Very Good Excellent

result 31% 33% How would you rate the way the Dr/Nurse

21 Do you feel you understand your illness? % Previous Patient Satisfaction Survey result Do you feel you understand your illness? % 2 1 More than before the consultation Same/less than before consultation

22 7 66% Are you able to cope with your problem? 64% 6 5 Previous Patient Satisfaction Survey result Are you able to cope with your problem? 4 34% 36% More than before the consultation Same/less than before consultation

23 Do you consider your consultation was value for money? % % % 26.6% 26.3% 2 2 Previous Patient Satisfaction Survey result Do you consider your consultation was value for money? % 1.1% 0.7% 0. Poor Fair Good Very Good Excellent

24 6 How would you rate your involvement with the proposed treatment plan? % 3 Previous Patient Satisfaction Survey result How would you rate your involvement with the proposed treatment plan? 32% 2 19% 18% 1 Poor Fair Good Very Good Excellent

25 Convenience of Hours % 53% % 39% 3 24% % 9% 11% 4% Poor Fair Good Very Good Early Morning 3% Lunchtime Evening Weekends Satisfied with Hours Never Sometimes Usually Always Satisfied with Opening Hours Satisfied with Appointment time Appointment with Preferred person

26 The Waiting Room experience % 41% 34% 33% 34% % 14% 1 6% 1 6% Waiting room Comfort Wait to be seen Rate waiting time

27 Reception Staff % 4 41% 3 32% 3 27% 2 23% 2 18% 18% 1 13% 1 Don't know / N/A 2% Rarely / Never Sometimes Usually Always Poor Average Good Very Good Excellent Informed of delays Rate Reception staff

28 The Appointment % 4 39% 37% 34% 3 22% 2 14% 1 2% 2% Poor Fair Good Very Good Excellent Poor Fair Good Very Good Excellent Rate -Time spent with you How well did they listen?

29 Appointment % 5 49% 4 36% 33% % 14% % 0.34% 0.34% Poor Fair Good Very Good Excellent Poor Fair Good Very Good Excellent Rate - Put at ease? Rate - The communication

Patient 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