Patient Satisfaction Survey 2008/2009
Our annual Patient Satisfaction Survey was carried out in August and September of 2008. We distributed 150 surveys and we had 138 responses.
We would like to thank all of you who completed and returned the questionnaires. The surveys are very important as they give us feedback on your thoughts about the Practice.
We analysed the results of the questionnaire at a meeting and found the responses were generally positive about the doctors, nurse and reception staff. The main areas of concern identified were:
· Telephone Access / Speaking to a Practitioner on Phone
· Waiting Time
· 48 Hour Access
· Seeing Practitioner of Choice
· Comfort of Waiting Room / Car Parking
Telephone Access
Currently we are in the process of installing an extra incoming line into the Practice. This will hopefully decrease the waiting time to get through to the Practice as we know it has been a problem. We have also increased the telephone triage times each day, the new times being 11.15 am until 12 noon and 2.45 pm until 3.30 pm each day (except Thursday afternoons). If the doctor is busy on another call at that time, we will take your phone number and ring you back as soon as possible.
Waiting Time
We try to see our patients at their designated appointment time. However, we may have to deal with extra emergencies or complex medical conditions which may take longer than the 10 minute appointment slot. Often patients attend with multiple problems which inevitably slows up the surgery. We would therefore ask patients to try to be patient and not attend with multiple problems at one appointment.
48 Hour Access
After reducing our pre-bookable appointments to 2 weeks in advance, we have reduced the number of patients who do not turn up for appointments. We have also increased the number of appointments available, with surgery now starting at 8.40 am daily which will generate a further 18 appointments per week. We would like to remind patients to cancel their appointment if they cannot keep it.
Seeing Practitioner of Choice
We aim to provide a quality service for our patients with continuity of care. However as all the GP’s working in the Practice are part-time, inevitably you may have to see another doctor.
Comfort of Waiting Room / Car Parking
We realise that the current premises are inadequate, both for patients and staff. We intend to be moving into the new Health Centre in 2010 which hopefully should greatly improve the situation with regard to space and facilities.
Health Care Assistant
In addition to the above we have employed a Health Care Assistant to enhance our chronic disease management alongside the Practice Nurse. This has generated an extra15-30 appointments per week.
Through implementing these changes, we endeavour to provide a better service for our patients.