Analysis of Medicentre Patient Survey 2016

Findings

More than 90 % of patients were satisfied with the following

  • Opening hours
  • Telephone access
  • Appointment satisfaction
  • Comfort of waiting room
  • Satisfaction with visit
  • Warmth of greeting
  • Ability to listen
  • Confidence in ability of Drs
  • Able to express concerns
  • Respect shown
  • Time for visit
  • Reception staff

The practice scored lowest on the following

  • 67% right to seek second opinion or complementary medicine
  • 74% opportunity for making compliments or complaints
  • 74% chances of seeing a doctor of your choice
  • 74% opportunity of speaking to a doctor/nurse on the telephone
  • 76% chances of seeing a doctor within 48hrs

Conclusions

Overall most people are happy with the services provided by the practice even though, there is need for improvement in the low scoring areas.

Action plan

Receptionist to educate the patients to inform of

  • Availability of telephone consultations
  • Offer appointments with preferred practitioner where appropriate and when possible. (it is acknowledged it can be difficult for acute access appoitments)

All patients should be made aware that they have a right for a second opinion with a different practitioner within the practice/ specialist.

Complimentary medicine is not available through the NHS although it can be suggested.

Future plans

Cluster working and acute care access might improve appointment service for acute needs.

It also frees GP’s time for Chronic Disease Management.

GP federation appointments offer good choice for patients who prefer appointments in OOH for both acute and Chronic Care.

Number of patients providing feedback – 120

Distribution and frequency of ratings, questions

Question / % Satisfied / Poor / Fair / Good / Very Good / Excellent / Blank/spoilt
Q1 Opening hours satisfaction / 93.3 / 1 / 7 / 37 / 54 / 21 / /
Q2 Telephone access / 90 / 2 / 12 / 47 / 44 / 17 / /
Q3 Appointment satisfaction / 95 / 1 / 5 / 40 / 46 / 28 / /
Q4 See practitioner within 48hrs / 76.6 / 5 / 20 / 42 / 27 / 23 / 3
Q5 See practitioner of choice / 74.1 / 7 / 19 / 35 / 34 / 20 / 5
Q6 Speak to practitioner on phone / 74.1 / 1 / 8 / 42 / 28 / 19 / 22
Q7 Comfort of waiting room / 92.5 / / / 7 / 49 / 38 / 24 / 2
Q8 Waiting time / 82.5 / 3 / 12 / 42 / 37 / 20 / 6
Q9 Satisfaction with visit / 92.5 / / / 5 / 23 / 36 / 52 / 4
Q10 Warmth of greeting / 93.3 / / / 5 / 23 / 34 / 55 / 3
Q11 Ability to listen / 92.5 / / / 3 / 23 / 34 / 54 / 6
Q12 Explanations / 92.5 / / / 2 / 21 / 33 / 57 / 7
Q13 Reassurance / 90.8 / / / 6 / 21 / 35 / 53 / 5
Q14 Confidence in ability / 94.1 / / / 2 / 22 / 39 / 52 / 5
Q15 Express concerns/fears / 90.0 / / / 5 / 18 / 38 / 52 / 7
Q16 Respect shown / 91.6 / / / 1 / 17 / 34 / 59 / 9
Q17 Time for visit / 90.8 / 1 / 2 / 21 / 38 / 50 / 8
Q18 Consideration / 83.3 / / / 1 / 24 / 38 / 38 / 19
Q19 Concern for patient / 79.1 / / / 4 / 20 / 34 / 41 / 21
Q20 Self care / 80.8 / / / 4 / 20 / 35 / 42 / 19
Q21 Recommendation / 80.0 / / / 5 / 15 / 34 / 47 / 19
Q22 Reception staff / 91.6 / / / 1 / 16 / 37 / 57 / 9
Q23 Respect for privacy/confidentiality / 89.0 / / / 2 / 21 / 41 / 44 / 12
Q24 Information of services / 83.3 / / / 6 / 27 / 34 / 39 / 14
Q25 Complaints/compliments / 74.4 / / / 5 / 30 / 35 / 24 / 26
Q26 Illness prevention / 79.1 / / / 7 / 24 / 43 / 28 / 18
Q27 Reminder systems / 77.5 / / / 8 / 20 / 39 / 34 / 19
Q28 Second opinion / comp medicine / 67.5 / / / 7 / 24 / 37 / 20 / 32

Patient feedback

Comments how the practice can improve

  • Childrens play area in the waiting room
  • Maybe a Saturday morning service, aware of late evenings but I work shifts
  • Better with a queueing system for phone instead of engaged
  • Early/late appointments
  • Provide a waiting line on telephone instead of having to ring back
  • Quiet music and toys for children in waiting room
  • Receptionist without a computer working still smiled!
  • Access to Nurse or Doctor after working hours
  • Information leaflets of any changes taking place at surgery or changes in procedures
  • Normally very satisfied but on this occasion was disappointed on my wait to see doctor
  • Can’t always get to see Dr of your choice within a week
  • Reception staff very friendly and efficient
  • Sometimes have to wait for an appointment so perhaps extended opening times
  • Wish it was easier to see the doctor of your choice
  • Staff at reception are exceptional all very helpful & listen to concerns
  • Reception staff very helpful and friendly Lisa & Sarah are so kind and sympathetic
  • I am very happy with this Practice
  • Little concerned about data protection when everyone in the waiting room can see the log in screen and your name appears on the large screen and your appointment is called.
  • Long time to wait for a non-emergency appointment with chosen Dr
  • The new self book in service does not provide any privacy
  • Disappointed with patient access to order repeat prescriptions can’t get access
  • Excellent service provided by everyone. The girls are always very caring in their approach.

Comments how the nurse or Doctor can improve

  • Excellent service received from Doctor
  • Drs & Nurses professional friendly and reassuring
  • The new doctor is very good
  • Dr Sukahvasi is a wonderful doctor
  • Length of appointment was not a full 10 minutes
  • Very happy with quality of care provided

13/6/16 Review after next survey