Survey August 2012 Number of respondents= 35 Questions Yes No 1) Do you know that The Dovecote Surgery has a website? 7 29 2) Are you aware of the additional services that the practice offers? If yes, which services are you aware of? Yes No 11 25 Services known: palliative care, astma, anticoagulation, antenatal, post natal, vaccines, counselling, phlebotomy, aromatherapy, mental health, hypnotherapy, diabetes clinic. and rheumatoid arthiritis clinic 3) What do you think about the customer service at the practice? Good OK Bad 20 13 2 4) What do you think of our current booking system? Good Bad OK 9 11 15 Comments Cheryl is lovely and helpful. (3) Staff are helpful and friendly. (11) too many people, doctor never on time (2) Excellent doctor: listens to patients and gets them referred to the right places. (4) long,long,lo nice surgery (4) not good if nice surgery let down by booking system (2) slow on the phone (15) good there is only one doctor as surgery would be too busy otherwise and there would be even fewer appointments. (1) have to wait too long for prescriptions (2) Coming in on the morning of a same day appointmnets day works better than phoning up. (6) some of the receptionnists make too many mistakes (1) Easy to get a nurse appointment. (2) need more doctors so there will be more appointments (3) Yvonne is good or excellent. (3) answer message is too long: I have enough time to get a cuppa tea. Instead they should just say if it is an emergency call 999. (2) I like the pre-book system. (2) If doctor etc. is on the phone to patients how can I book an appoinment? (1) Very good staff and doctors, especially doctor Ellis. Too many prebookable appointments. (3) Customer service is very good or excellent. (2) Big queues at 9:00 (5) Dr. Ellis is excellent. (1) Have to wait too long for an appointment. (2) Advice Less prebookable appointments. (6) Shorter answer message: "The surgery is now closed and will reopen at 4:00. If it is an emergency, call 112." (5) Answer phone quicker. (12) Have online booking and virtual receptionist ( some patients worry that this would mean that there will be fewer appointments if they don't have a computer). (9) have a box for repeat prescriptions (2) have all same day appointments. (3) Have one person on the phone and ond one at the desk. (2) have more phone lines (6) have late night surgery or weekend surgery (2) post the news letter as a lot of people don't have a computer. (1) ring up with reminders of appointments&more patient updates (2) talk to people quicker on the time as they waste time on the phone (1) Open at 9:00 and have first come first served. (1) More flexible appointmnets. (1) More doctors. (1) Be able to phone at any time for an appointment. (1)
if it is an emergency call 999. (2)
Demographics 75+, 24% 16-34, 11% 65-74, 11% 35-64, 54% Questions Have you been in contact with the practice in the last 6 months, 0% No, 12% Yes, 88% If you have, how did you book the appointment Onli ne book ing, 0% Telep hone surger y, 59% In perso n at recept ion, 38% other, 3%
Were you satisfied with the appt time/date offered to you No, 17%, 0% Yes, 83% Would you prefer a walk in service to see the GP instead of booked appts No, 47% Yes, 40%, 0% Didn't answ er, 13% How helpful would it be to know how long your appt should take ie.10 mins unhel pful, 8% don't know, 8% Very helpfu l, 33% quite helpfu l, 51%
How satisfied are you with how our reception staff deal with any queries you may have How satisfied were you dissatisfie don't with d, 3% know, how 1% our reeception staff dealt with your queries satisfied, 44% Very satisfied, 52% Which other services would you like to see at the practice Comments Counselling x2 Don't know Early morning or late night appts for working people x2 More Doctors Information on complimentary services Chiropody x 2 Baby Clinic walk in surgery separate telephone number for appointments and prescriptions How would you prefer to find out about the services that we offer? Pick all that apply NHS choices, 3% On tv in waiting room, 12% By Text, 5% Ask receptio nist, 19% other, 2% Practice website, 16% Rt hand side of RX, 9% Practice leaflet, 34%
16-34 35-64 65-74 8 41 8 Yes 66 In person at reception Telephone surgery Online booking 29 44
Yes 62 Yes Didn't answer 30 10 Very helpful quite helpful unhelpful 25 38 6
Very satisfied satisfied dissatisfied 39 33 2 Ask receptionist Practice leaflet Rt hand side of RX 22 39 11
75+ 18 No 9 other 2
No 13 No 35 don't know 6
don't know 1 Practice website On tv in NHS choices By Text other waiting room 18 14 4 6 2
Survey August 2012 Number of respondents= 35 Questions Yes No 1) Do you know that The Dovecote Surgery has a website? 7 29 2) Are you aware of the additional services that the practice offers? If yes, which services are you aware of? Yes No 11 25 Services known: palliative care, astma, anticoagulation, antenatal, post natal, vaccines, counselling, phlebotomy, aromatherapy, mental health, hypnotherapy, diabetes clinic. and rheumatoid arthiritis clinic 3) What do you think about the customer service at the practice? Good OK Bad 20 13 2 4) What do you think of our current booking system? Good Bad OK 9 11 15 Comments Cheryl is lovely and helpful. (3) Staff are helpful and friendly. (11) too many people, doctor never on time (2) Excellent doctor: listens to patients and gets them referred to the right places. (4) long,long,lo nice surgery (4) not good if nice surgery let down by booking system (2) slow on the phone (15) good there is only one doctor as surgery would be too busy otherwise and there would be even fewer appointments. (1) have to wait too long for prescriptions (2) Coming in on the morning of a same day appointmnets day works better than phoning up. (6) some of the receptionnists make too many mistakes (1) Easy to get a nurse appointment. (2) need more doctors so there will be more appointments (3) Yvonne is good or excellent. (3) answer message is too long: I have enough time to get a cuppa tea. Instead they should just say if it is an emergency call 999. (2) I like the pre-book system. (2) If doctor etc. is on the phone to patients how can I book an appoinment? (1) Very good staff and doctors, especially doctor Ellis. Too many prebookable appointments. (3) Customer service is very good or excellent. (2) Big queues at 9:00 (5) Dr. Ellis is excellent. (1) Have to wait too long for an appointment. (2) Advice Less prebookable appointments. (6) Shorter answer message: "The surgery is now closed and will reopen at 4:00. If it is an emergency, call 112." (5) Answer phone quicker. (12) Have online booking and virtual receptionist ( some patients worry that this would mean that there will be fewer appointments if they don't have a computer). (9) have a box for repeat prescriptions (2) have all same day appointments. (3) Have one person on the phone and ond one at the desk. (2) have more phone lines (6) have late night surgery or weekend surgery (2) post the news letter as a lot of people don't have a computer. (1) ring up with reminders of appointments&more patient updates (2) talk to people quicker on the time as they waste time on the phone (1) Open at 9:00 and have first come first served. (1) More flexible appointmnets. (1) More doctors. (1) Be able to phone at any time for an appointment. (1)
if it is an emergency call 999. (2)
Demographics 75+, 24% 16-34, 11% 65-74, 11% 35-64, 54% Questions Have you been in contact with the practice in the last 6 months, 0% No, 12% Yes, 88% If you have, how did you book the appointment Onli ne book ing, 0% Telep hone surger y, 59% In perso n at recept ion, 38% other, 3%
Were you satisfied with the appt time/date offered to you No, 17%, 0% Yes, 83% Would you prefer a walk in service to see the GP instead of booked appts No, 47% Yes, 40%, 0% Didn't answ er, 13% How helpful would it be to know how long your appt should take ie.10 mins unhel pful, 8% don't know, 8% Very helpfu l, 33% quite helpfu l, 51%
How satisfied are you with how our reception staff deal with any queries you may have How satisfied were you dissatisfie don't with d, 3% know, how 1% our reeception staff dealt with your queries satisfied, 44% Very satisfied, 52% Which other services would you like to see at the practice Comments Counselling x2 Don't know Early morning or late night appts for working people x2 More Doctors Information on complimentary services Chiropody x 2 Baby Clinic walk in surgery separate telephone number for appointments and prescriptions How would you prefer to find out about the services that we offer? Pick all that apply NHS choices, 3% On tv in waiting room, 12% By Text, 5% Ask receptio nist, 19% other, 2% Practice website, 16% Rt hand side of RX, 9% Practice leaflet, 34%
16-34 35-64 65-74 8 41 8 Yes 66 In person at reception Telephone surgery Online booking 29 44
Yes 62 Yes Didn't answer 30 10 Very helpful quite helpful unhelpful 25 38 6
Very satisfied satisfied dissatisfied 39 33 2 Ask receptionist Practice leaflet Rt hand side of RX 22 39 11
75+ 18 No 9 other 2
No 13 No 35 don't know 6
don't know 1 Practice website On tv in NHS choices By Text other waiting room 18 14 4 6 2