Patient Satisfaction Survey 2016
The intention of the Survey was to identify patient and Practice priorities and issues, including those themes arising from complaints, and any Practice changes.
Based on previous and on-going feedback from patients, and after discussion, it was jointly agreed that the priorities for this year’s survey would be:-
- Practice telephone system
- Continuity of care
- Frontline staff
- Access
- Issues regarding the new surgery
50 questionnaires were distributed randomly to patients, and completed surveys were collected by the Practice. 47 questionnaires were returned and used for analysis. It was interesting to note that 100% of the questions were scored.
Reception staff encouraged a wide range of patients to complete the questionnaires; from all ethnicities and circumstances, and from a wide age range; from 16 to the over 85’s. Questionnaires in Polish were available when required though most participating Polish patients completed the questionnaires in English.
The Practice wanted the results to fully reflect the views of as wide a range of patients as possible to enable the Practice to look at working practice to see where any improvements could be made
Questionnaires were subsequently entered on to an Excel spreadsheet for analysis and report.
Surveys were distributed to a wide section of the Practice population, from various ethnic background
- White British
- Irish
- Polish
- Asian
- Indian
- Caribbean
- African
- Mixed White & Black Caribbean
- Mixed White & Black African
- Mixed White & Asian
- White European
The following questions were asked and patients were asked to make the following response:-
- Poor
- Fair
- Good
- Very Good
- Excellent
- No experience
Access to a Doctor or Nurse at QMC
- The speed with which the telephone was answered initially
- Speed with which the telephone was answered if call transferred
- Length of time I had to wait for an appointment.
Opening Times
Monday: 8:00am to 6:30pm
Tuesday: 8:00am to 8:00pm
Wednesday: 8:00am to 6:30pm
Thursday: 8:00am to 6:30pm
Friday: 8:00am to 6:30pm
Saturday: 8:00am to 11:15am (alternate Saturdays)
Sunday: Closed
The surgery does not close over the lunchtime period.
4. The convenience of the day and time of my appointment
5. Being able to see the doctor of my choice
6. Length of time that I was waiting to check in
7. Length of time I was waiting to see a doctor or nurse
8. The opportunity to speak on the telephone to a doctor or nurse
9. The opportunity of obtaining a home visit
10. Level of satisfaction with the out-of-hours service
When Obtaining a Repeat Prescription at QMC
11. Is my prescription ready on time?
12. Is my prescription correctly issued?
13. How are any queries about my prescription handled?
Obtaining Medical Test Results from QMC
14. Were you told when to contact us about your results?
15. Were your results available when you contacted us?
16. Level of satisfaction with the amount of information provided
17. Level of satisfaction with the manner in which the result was given
About the Staff at QMC
18. The information provided by the staff
19. The helpfulness of the staff
20. The cleanliness of the surgery
21. The facilities at the surgery
Results of the 47 questionnaires received
Question 1. The speed with which the telephone was answered initially
Response 100 %
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
2
|
9
|
9
|
11
|
11
|
5
|
|
4.20%
|
19.15%
|
19.15%
|
23.5%
|
23.5%
|
10.5%
|
Question 2. Speed with which the telephone was answered if call transferred
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
1
|
8
|
14
|
7
|
7
|
10
|
|
2.12%
|
17.02%
|
29.78%
|
14.90%
|
14.90%
|
21.28%
|
Question 3. Length of time I had to wait for an appointment
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
|
13
|
6
|
11
|
17
|
|
|
|
27.65%
|
12.76%
|
23.41%
|
36.18%
|
|
Question 4. The convenience of the day and time of my appointment
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
2
|
3
|
11
|
14
|
17
|
|
|
4.25%
|
6.38%
|
23.41%
|
29.78%
|
36.18%
|
|
Question 5. Being able to see the doctor of my choice
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
7
|
11
|
7
|
4
|
10
|
8
|
|
14.90%
|
23.41%
|
14.90%
|
8.5%
|
21.27%
|
17.02%
|
Question 6. Length of time that I was waiting to check in
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
|
3
|
14
|
9
|
19
|
2
|
|
|
6.39%
|
29.78%
|
19.15%
|
40.43%
|
4.25%
|
Question 7 Length of time I was waiting to see a doctor or nurse
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
2
|
11
|
13
|
13
|
8
|
|
|
4.25%
|
23.41%
|
27.66%
|
27.66%
|
17.02%
|
|
Question 8 The opportunity of speaking to a Doctor or Nurse on the telephone
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
1
|
4
|
9
|
10
|
9
|
14
|
|
2.13%
|
8.5%
|
19.16%
|
21.27%
|
19.16%
|
29.78%
|
Question 9 The opportunity of obtaining a home visit
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
|
2
|
3
|
7
|
3
|
32
|
|
|
4.25%
|
6.39%
|
14.90%
|
6.39%
|
68.07%
|
Question 10 Level of satisfaction with the out-of-hours service
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
1
|
2
|
6
|
4
|
3
|
31
|
|
2.13%
|
4.25%
|
12.77%
|
8.5%
|
6.39%
|
65.96%
|
Question 11 Is my prescription ready on time?
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
|
4
|
13
|
6
|
14
|
10
|
|
|
8.52%
|
27.66%
|
12.77%
|
29.78%
|
21.27%
|
Question 12 Is my prescription correctly issued?
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
|
4
|
8
|
7
|
18
|
10
|
|
|
8.5%
|
17.02%
|
14.90%
|
38.30%
|
21.28%
|
Question 13 How are any queries about my prescription handled?
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
2
|
1
|
11
|
7
|
13
|
13
|
|
4.25%
|
2.13%
|
23.40%
|
14.90%
|
27.66
|
27.66%
|
Question 14 Were you told when to contact us for your results?
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
1
|
1
|
14
|
9
|
13
|
9
|
|
2.13%
|
2.13%
|
29.78%
|
19.15%
|
27.66%
|
19.15%
|
Question 15 Were your results available when you contacted us?
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
|
2
|
12
|
10
|
11
|
12
|
|
|
4.25%
|
25.53%
|
21.28%
|
23.40%
|
25.53%
|
Question 16 Level of satisfaction with the amount of information provided
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
|
2
|
11
|
12
|
15
|
7
|
|
|
4.25%
|
23.40%
|
25.53%
|
31.92%
|
14.90%
|
Question 17 Level of satisfaction with the manner in which the result was given
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
|
3
|
11
|
11
|
14
|
8
|
|
|
6.40%
|
23.40%
|
23.40%
|
29.78%
|
17.02%
|
Question 18 The information provided by the staff
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
|
2
|
10
|
13
|
16
|
6
|
|
|
4.25%
|
21.28%
|
27.66%
|
34.04%
|
12.77%
|
Question 19 The helpfulness of the staff
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
1
|
2
|
7
|
9
|
27
|
1
|
|
2.13%
|
4.25%
|
14.90%
|
19.15%
|
57.44%
|
2.13%
|
Question 20 The cleanliness of the surgery
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
|
|
7
|
10
|
30
|
|
|
|
|
14.90%
|
21.28%
|
63.82%
|
|
Question 21 The facilities at the surgery
Response 100%
|
Poor
|
Fair
|
Good
|
Very Good
|
Excellent
|
N/A
|
|
|
1
|
7
|
16
|
23
|
|
|
|
2.13%
|
14.90%
|
34.04%
|
48.93%
|
|
Survey Overview
An extremely good response was received for the patient satisfaction survey with 47 of the 50 questionnaires being returned for analysis. The responses were from a wide variety of patients, both in terms of age and ethnicity. We were pleasantly surprised that 100% of the questions were answered, although some answered non-applicable as they had not used the service for this category.
Percentages of good/very good and excellent across the board showed an increase in patient satisfaction.
Once again, being able to see the doctor of choice was a disappointment.
The speed of which the telephone is answered showed an increase in patient satisfaction, but not as good as we expected considering more staff now answer the telephone from 8am – 8.30am. This has been an ongoing concern for many years and one which we cannot solve at present.
Satisfaction at the convenience of appointment date and time has increased significantly, with the new appointment system. The Practice now offers more pre-bookable appointments up to six weeks in advance and more available appointments on the day.
Overall, a pleasing result.
Action Points
- To continue to get the telephone answered more efficiently
- To continue to monitor the appointment system
- Monitor waiting times
- Continue to try to recruit a further GP
Copies of this report will be:
- Discussed at a Practice Meeting
- Published on the Practice Website
- Made available to the PPG members to be discussed at the next PPG meeting.
- Available to the Practice population (copy displayed in both waiting rooms)