Trinity Medical Centre

213 Burrage Road

London

SE18 7JZ

Summary of Patient Survey.

Survey Dates: 11th – 22nd January 2016

Total Responses – 40

Ethnicity Profile:

African / 2
British / 12
White British / 14
Other White / 2
Asian / 1
Caribbean / 2
European / 1
Not Stated / 6

Male/Female Profile:

Male / 16
Female / 24

Ability to get through to practice by telephone to book an appointment:

Excellent / 5
Very Good / 9
Good / 6
Fair / 11
Poor / 8
N/A / 1

Helpfulness of receptionists:

Excellent / 13
Very Good / 9
Good / 7
Fair / 4
Poor / 4
N/A
Depends which receptionist / 3

Opening hours of practice:

Excellent / 7
Very Good / 9
Good / 14
Fair / 9
Poor / 1
N/A / 0

Waiting times once you arrive at surgery for your appointment:

Excellent / 4
Very Good / 3
Good / 20
Fair / 10
Poor / 2
N/A / 0

Quality of care by the doctor:

Excellent / 18
Very Good / 12
Good / 6
Fair / 0
Poor / 0
N/A / 2
Depends on which doctor / 2

Quality of care by the nurse:

Excellent / 14
Very Good / 8
Good / 7
Fair / 0
Poor / 0
N/A / 10

Quality of services provided by the surgery:

(Repeat prescriptions/test results etc.)

Excellent / 11
Very Good / 11
Good / 13
Fair / 3
Poor / 0
N/A / 2

Accessibility of practice:

(Ease of access)

Excellent / 8
Very Good / 13
Good / 7
Fair / 6
Poor / 6
N/A / 0

Extra comments made at the end of the survey:

Needs more staff all over!! Staff run off their feet!!

It would be good to be able to make an appointment with Dr Coutinho.

Receptionists should learn patient skills i.e. they should realise they are not DOCTORS. They need to be more polite and civil.

Receptionists don’t leave you waiting to book in.

I have always been very happy. Reception girls are all really nice and very helpful. Very happy with Dr Coutinho. She was as kind as ever and sorted out my pills for me.

I am prepared in general to wait for an appointment to see my choice of doctor.

Receptionists should attend a customer care course. Linda is by far the best on reception. The others should take her lead. Today’s visit was excellent. Linda was very welcoming and Dr Coutinho superb as usual.

No longer able to pre-book appointments. Very limited number of appointments available.

Need more information leaflets on the walls.

More blood test appointments and other checks should be available at the surgery. Dr Liu and Dr Coutinho are fantastic. Receptionists are very helpful. Can be a bit difficult to get an appointment with Dr Coutinho because of the high demand for her.

Requesting feedback could be improved and improved information access. You’re getting there.

Receptionists need to be friendly and knowledgeable over the phone. They are so rude.

I think the staff are over worked and could do with extra help. A pay rise would also help.

Very difficult to get an appointment with our doctor of choice. Have to accept who is available or phone up again the next day. Poor access for disabled people in wheelchairs etc.

Not over busy as used to be and reception staff always helpful and appointment system is better.

Need more availability of appointments.

It’s dark and dingy in the waiting area. It could do with a bit of music on and the blinds open.

Everyone is very helpful and polite. Could do with all the doctors working every day.

There is one receptionist (Sharon) I think, always comes to the counter and greets with a smile and if I speak to her on the phone she will always help me the best she can and nothing is too much trouble for her.

The surgery could be brighter. Your other staff could be more helpful/friendly. Staff should wear name badges and uniforms. 2 doctors should be on all day every day.

Place needs a facelift. Karen the receptionist never smiles and everything is too much trouble and it makes me very uncomfortable. Need more than one doctor working with extended hours – morning/evening. Cannot get an appointment with the nurse on a Friday – why?

Less waiting time

Waiting times to be seen by doctor should be much shorter – i.e. clinics running to time. Reception staff should be more amiable and helpful.

Getting an appointment is still a problem. You can only be assured of getting one if you can queue up or ring at 8.00am sharp. Not possible if one is travelling or at work.

Need more bookable appointments.

We are very happy. We have been coming for years. I don’t think there is any improving to do. Very happy all round. Wouldn’t go anywhere else. Dr Coutinho is the kindest doctor ever. She has helped me through my bad times so many times. Thank you.

Too few appointments for Dr Coutinho. She appears to be at surgery 3 times per week now. Can’t get through to practice on the phone quickly enough to get an appointment so have to go to practice before 8.00am I’m thinking of changing to another practice now.

I mainly come to surgery on a Wednesday and find the older receptionist to be very helpful and polite. She has a very caring nature. The surgery overall needs a makeover – be brighter and easier access down the slope.

Need more doctors working all day everyday (Mon - Fri). Extended hours, a late night and another early morning. Need a nurse to work Friday and bloods person needs to work more than a Tuesday and Wednesday or longer hours on those days.

The surgery is looking cleaner.

Finally – would you recommend this surgery to your friends and family?

Yes / 30
No / 3
Don’t know / 3
Not answered / 4