Transcript Stakes Lodge Surgery Patient Reference Group Survey Results

Stakes Lodge Surgery
Patient Reference Group
Survey Results
• The Survey was sent to 212
patients either by email or post
• From these surveys, 112
patients responded
The purpose of this survey
is to find out what our patients
think of the service we provide and as a
result for the Practice
to look at any areas in which
we may be able to improve
The results are as follows:-
How satisfied are you with the hours that the
Surgery is open?
2%
0%
Very satisfied
30%
Fairly satisfied
Fairly dissatisfied
68%
Very dissatisfied
Are you satisfied with the extended hours
service that we are offering to patients?
4%
Yes
96%
No
Please indicate which extended hours times
are most satisfactory to you
90
80
70
60
50
40
30
20
10
0
Most
satisfactory
38
56
36
Monday
7:15 7:45am
67
9
6
Monday
6:30 7:00pm
Thursday
6:30 7:10pm
49
28
Saturday
one per
month
Least
satisfactory
In general, how easy is it to get through to
the surgery on the phone?
20%
21%
Very easy
Fairly easy
Not very easy
59%
When contacting the surgery how easy have
you found the following:120
100
80
21
52
26
60
40
45
59
20
0
10
To make an appointment with a
Doctor on the phone
To make an appointment with a
Nurse on the phone
Very Easy
Fairly Easy
Not very
Easy
The last time you wanted to see a Doctor
fairly quickly were you able to see a doctor
on the same day or in the next two days?
24%
Yes
76%
No
If you were not able to be seen on the same
day or in the next two days, why was that?
There were not any
appointments
available
Times offered did
not suit
9%
26%
59%
6%
Appointment was
with a doctor who I
did not want to see
Another reason
If you need to see a doctor urgently, can you
normally get seen on the same day?
16%
Yes
84%
No
In the past six months have you tried to
book an appointment a week or more
ahead?
31%
Yes
69%
No
When you did try to book an appointment a
week or more ahead were you able to get an
appointment?
33%
Yes
67%
No
If you answered NO to Question 11 and
were not able to book an appointment a
week or more ahead, why was that?
35%
38%
18%
9%
There were not any
appointments
available
Times offered did not
suit
Appointment was with
a doctor who I did not
want to see
Another reason
How long do you usually have to wait at the
surgery for your consultation to begin?
36.9%
47.6%
11.7%
3.9%
2.9%
5 minutes or
less
5 to 10
minutes
10 to 20
minutes
20 to 30
minutes
More than
30 minutes
Having answered Question 13 please
now rate your answer.
The below figures are shown as average ratings
1.45
More than 30 minutes
2.00
10 - 20 minutes
3.04
4.36
5.29
5 minutes or less
0.00
1.00
2.00
3.00
4.00
5.00
6.00
The last time you saw a doctor at the
surgery how good was the doctor at each of
the following:120
100
Very good
80
60
67
68
69
65
56
68
68
Average
40
22
8
8
8
11
13
21
20
10
9
Taking
your
problem
seriously
21
29
Involving
you in
decisions
about your
24
Listening
0
24
Giving you
enough
time
20
Good
Poor
Very poor
The last time you saw a Practice Nurse at
the surgery how good did you find the
Practice Nurse at each of the following?
Very good
72
68
72
69
65
72
67
good
Average
Poor
18
20
17
19
Taking
your
problem
18
Involving
you in
decisions
17
Listening
18
Giving you
enough
time
100
90
80
70
60
50
40
30
20
10
0
Very poor
Have you had a discussion in the past 12
months with a Doctor or Nurse about how
best to deal with your health problems?
22%
Yes
78%
No
Do you think that having these discussions with
your doctor or nurse has helped improve how you
mange your health problems?
6%
3%
Yes
To some extent
38%
53%
No
Dont know
How do you rate the way you are treated on
arrival at the surgery?
0% 7%
Very Poor
23%
Poor
26%
Fair
Good
Very good
Excellent
44%
How do you rate the way you are dealt with
when telephoning the surgery?
14%
3%
Very poor
11%
Poor
Fair
Good
28%
Very good
Excellent
44%
Overall, if you have a query that needs dealing
with by a member of staff, how satisfied are you
with the level of customer service that you
receive?
2%
4%
Very satisfied
30%
Fairly satisfied
Very dissatisfied
64%
Fairly dissatisfied
How easy do you find getting into the
building at the surgery?
0%
16%
Very easy
0%
Fairly easy
Not very easy
Not at all easy
84%
How good is the signage enabling you to
find your way to the doctor or nurses room?
8% 2%
Very good
Good
36%
54%
Poor
Very poor
Which of the following do you use to find out
information about the practice and the services we
provide?
46.0%
44.0%
26.0%
24.0%
6.0%
Website
By telephoning
Surgery
Booklet
Notice Board
Other
How do you rate the way in which
information about the practice and its
services are provided?
9%
3%
7%
Very poor
Poor
Good
42%
39%
Very good
Excellent
Survey Findings
• We have identified 2 areas based on
the results that we feel we need to
improve as follows:• Change of 0844 Telephone Number
• Offering Nurse Telephone
Appointments
62 % of patients were either
dissatisfied or very dissatisfied with
the surgery having an 0844 telephone
number due to the cost involved when
telephoning the surgery. As we wish
to meet the needs of our patients
where possible the surgery will
change from its current 0844 number
to an 02392 telephone number as
from the 19th of March 2012.
59% of patients felt that it is not
very easy to speak with the nurse
on the telephone. We do not
currently have telephone slots
available to book with the nurses.
We therefore intend to offer
telephone appointments to
patients as from 12th March 2012
We would like to thank you for your time
in reading the results of this Survey.
Results of this patient survey can also
be viewed on our website at
www.stakeslodgesurgery.co.uk