Summary of patient questionnaire 2006/07
The results of the 2006/07 patient questionnaire are in – and it would seem that we are certainly doing something right! The overall satisfaction of those patients who completed and returned a questionnaire was much higher than in previous years.
Listed below are the issues people would like the practice to address as well as the positive comments re received.
Only one question rated a more than 10% variation from the PCT benchmark – which we felt was important to go into in some depth.
The question was –
How quickly can you see a particular doctor?
Patients answered as follows –
Same day – 20
Next working day – 17
Within 2 working days – 24
Within 3 working days – 22
Within 4 working days – 25
5 or more working days – 83
Only 3 patients rated this service as very poor
Poor – 44
Fair – 68
Good – 35
Very Good – 29
Excellent – 11
The important point here is that patients are talking about seeing a particular doctor. It is the patient’s right to see the doctor of their choice but that decision may mean you have to wait to see him or her. Anyone needing to see someone urgently will always be seen on the same day.
Reception
Satisfaction has increased for the second consecutive year from a score of 65 last year to 73 this year.
Comments –
‘Excellent receptionists.’
‘Very pleased with reception who are very patient and understanding.’
This is a wonderful result. We have a new reception team and we are pleased to see that patients are realising how helpful they are.
Nurses
There are three questions that relate to nurses and all three results showed an improvement on the previous year.
Comments –
‘Doctors and nurses are lovely.’
Doctors
The Doctors scored highly in all 8 areas the questions related to.
Comments -
‘You can see any doctor and you know will receive the same care. Seem to get very good locums and trainees.’
‘Doctors willing to listen to problems no matter how long the duration, referrals are with immediate effect, overall, very happy with doctors.’
Room for improvement
Patients would like us to open later and at weekends.
We offer appointments from 8.10am to 6.00pm, Monday to Friday.
Answer phones quicker in the mornings.
We NEVER leave phones ringing. Urgent (999) calls which are diverted via option 1 on the phone system are answered immediately. Patients can help by only ringing the surgery between 8am and 11am when absolutely necessary.
Increase availability of the doctor of their choice.
The Doctors are unable to increase availability. Part of this problem is due to a lack of space within the surgery premises.
Shorter waits at Leighton
We have no control over the waiting times at Leighton Hospital
Not to have to go to Leighton for ‘everything’.
Patients are always offered a choice of venues for treatment. Nobody has to go to Leighton Hospital if they do not want to.
To even out internet and telephone availability
This has been rectified. All appointments that are available via the internet are now available to patients who ring for appointments.
Free prescriptions for asthmatics.
This is an NHS issue, not something the surgery has any control over.
Would prefer receptionists to make themselves known when leaving messages by phone.
We have agreed that our reception staff will now say they are from the surgery when leaving messages. However, they will not pass on any further information to a third party.
24 hour scrip turnaround.
Due to the volume of prescriptions processed by receptionists and checked by GPs per day, it is felt that safety would be compromised by trying to complete prescriptions within 24 hours.
Can’t work the Self check in screen.
Our receptionists would be happy to show anyone how to use the check in screen.
Positive comments
Doctors very good with me, staff pleasant and helpful.
Usually quick reaction times when I need help.
Appointment system and triage is very good indeed. So many people I know have difficulties getting appointments at other practices.
Very good friendly service.
Staff always pleasant
Service is excellent
Very pleased with the practice.
Care and consideration is marvellous.
Friendly and approachable
All staff, receptionists, nurses and Doctors are excellent.
Staff are willing to try to help. An appointment is always found in an emergency. The staff work very hard to help everyone – well done.
Completely satisfied. I think the way the surgery is run is a credit to all the staff, keep up the good work!
Thank you to everyone who took part. However, if you missed out and have any comments, positive or otherwise, please do not hesitate to contact us.
And remember, we have a newly formed Patient Participation Group – anyone interested in joining should leave their details at reception.