Patient Survey 2007 Results
During June, we handed out 180 questionnaires to patients attending the practice to find out your views on the surgery and the service we provide. Compared to National Benchmarks, these are some of the results:
Areas where you were pleased with our service
• Our Receptionists
• Our Opening Hours
• Waiting Times
• Phoning through to a Doctor
• Ringing the practice
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• How well your Doctor listens and puts you at ease
• How well your Doctor asks questions and involves you
• How your Doctor explains things
• How much time your Doctors spends
• Your Doctor's patience, caring and concern.
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Areas where you thought we could improve
• You feel that you may not always get to see the particular Doctor of your choice
• Some patients feel there was a lack of continuity of care due to not seeing the Doctor of choice
• Some patients find it hard to get appointments
• There continues to be some concern and confusion over the questions relating to outcomes following the visit to the Doctor.
How we hope to improve our service to you
• We intend to enhance our website and email facilities to improve patient access and experience
• We hope to update our telephone system to improve access for patients phoning the surgery
• A new evening surgery is due to start in September 2006 which should improve access to Doctors
• We will repeat the survey next year to see if our patients feel we have made changes and improved our service
What we changed following last year's survey
• We enhanced our website and email facilities to improve patient access
• We recently finished updating our telephone system to improve access for patients phoning the surgery; and have added a call recording system for calls made to and from the surgery, to help us give you a better service
• The new evening surgery proved so successful that interest has been expressed in providing additional evening appointments
• We introduced a phlebotomy service to enhance the availability of services in the Treatment Room.
How we hope to improve our service to you in the coming year
• We plan to fund additional GP sessions over the winter months to address increased demand over the peak period
• We will continue our programme of recruitment and training to ensure all staff members are confident and competent to deal with your requests and requirements
• We intend to invite patients to participate in a Focus Group which will meet to reflect on the results of this year's survey
• We will repeat the survey next year to see if our patients feel we have made changes and improved our service.
Additional Comments/Issues raised by the Survey
• There was concern from patients that they could not access the surgery at lunchtime – we have now shortened the time we are closed and deal with all calls over the lunchtime closing period.
• The Repeat Prescribing Line service was not meeting patients' requirements – we have now discontinued this service and are encouraging patients to use our website or one of the other more easily accessible options.
Click here for the results of the 2006 patient survey
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