MANOR DRIVE MEDICAL CENTRE
3 The Manor Drive
WorcesterPark, Surrey
2013-2014
PRACTICE SURVEY
Introduction
Manor Drive held a PPG Forum in November 2013 where many issues were discussed. We decided to look at how patients find out information from us. We also wanted to know what patients thought about online appointments. We started a duty doctor system back in July 2012 and this was discussed as well; how well it was going and if patients felt that it was working. We put the survey in the waiting room and encouraged the patients to fill this in while they were in the surgery.
Please see survey results below:
52% of patients rely on coming into the practice to find out information.
60% are patients use the telephone to make an appointment.
80% of patients would use online booking.
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5.Have you used out duty doctor system?
50% of our patients have used the duty doctor system.
6.72% of patients were satisfied with this service.
Suggestions/Comments from patients
“As a lot of places due to high numbers, it is very hard to get through on phone but understand that is a very busy practice.”
We do have more staff answering the phones now but are especially busy first thing in the morning and then straight after lunch.
“I find it very difficult to get a prebookable appointment in advance.”
We understand that it is hard sometimes to get a prebooked appointment but we do now have the facility of booking appointments on line, or alternatively the doctors do also have telephone consultations.
“I don’t think it is appropriate for waiting patients to be able to hear conversations of a personal nature taking place between receptionists and patients on the phone”.
We do have a back admin office that the receptionists can use to make more confidential phone calls, if a patient comes in and needs to speak privately with a receptionist they can ask to go to into a consultation room, we have a sign up advertising this.
“Great Service having blood tests done at the surgery”
We have had this service for quite a while now and it is proving very successful with our patients.
Action Plan
1.Improve communication from the practice to our patients. We have lots of means of communicating but need to
publicise these more effectively.
2.Online appointments, the appointments will be rolledout in January. We will gradually release more
appointments as this service becomes more popular.
3.To introduce SMS texting, reminding patients of appointments and also to inform them of normal test results.
4.We discussed the expert patients programme at the meeting and had a guest speaker from there, we are
currently holding a 6 week course here at Manor Drive and hope to do more in the future. Patients can find out
about this from reception or one of the clinicians.