Transcript Document

In the past 12 mts how often have you visited the practice?
25%
23%
22%
20%
19%
15%
13%
13%
10%
6%
5%
4%
0%
Once
Twice
Three
Four
Five
Six
Six or more
Phoning the Practice
70%
64%
62%
60%
50%
40%
32%
30%
24%
20%
11%
10%
6%
1%
0
0%
0%
Never
Sometimes
Usually
Phone Answered Promptly
Always
Never
Sometimes
Usually
Ability to speak to right person
Always
Are you able to speak to the person you require?
70%
62%
60%
50%
40%
32%
30%
20%
10%
6%
0%
0%
Never
Sometimes
Usually
Always
Are you satisfied with opening hours of the practice
60%
52%
50%
40%
30%
30%
20%
16%
10%
2%
0%
Poor
Fair
Good
Very Good
What other time of the day would suit you?
25%
21%
20%
16%
15%
10%
14%
9%
5%
0%
Early morning
Lunchtime
Evening
Weekends
Routine Appointments
45%
40%
39%
35%
30%
30%
25%
20%
18%
15%
10%
8%
5%
5%
1%
0%
Same day
Next working day
within 2 working days
3-4 working days
Routine Appointments
5 or more working days
As requested
Are you able to speak to the person you require?
70%
62%
60%
50%
40%
32%
30%
20%
10%
6%
0%
0%
Never
Sometimes
Usually
Always
If you need to see a GP urgently, can you be seen on the same day?
70%
61%
60%
50%
40%
31%
30%
20%
10%
8%
0%
Yes
No
Don't know
How would you rate the comfort in the waiting room?
80%
70%
68%
60%
50%
40%
31%
30%
20%
10%
1%
0%
Uncomfortable
Adequate
Comfortable
How long do you usually have to wait to be seen?
60%
57%
50%
40%
30%
27%
20%
11%
10%
5%
0%
0%
21 - 30 minutes
more than 30 mimutes
0%
Less than 5 minutes
6 - 10 minutes
11 - 15 minutes
16 - 20 minutes
How do you rate this waiting time?
50%
45%
43%
40%
35%
35%
30%
25%
21%
20%
15%
10%
5%
1%
0%
Poor
Fair
Good
Very Good
Do the reception staff inform you if there is a delay in waiting?
60%
50%
48%
40%
31%
30%
20%
15%
10%
6%
0%
0%
Don't know / N/A
Rarely / Never
Sometimes
Usually
Always
How would you rate the receptionist who helped you today?
70%
63%
60%
50%
40%
31%
30%
20%
10%
7%
0%
0%
Poor
Average
0%
Good
Very Good
Excellent
Friendliness and courtesy shown to you by the staff?
70%
63%
60%
50%
40%
31%
30%
20%
10%
7%
0%
0%
Poor
Average
0%
Good
Very Good
Excellent
Who did you see?
50%
45%
45%
40%
38%
35%
30%
25%
20%
17%
15%
10%
5%
0%
Doctor
Nurse
Dr/Nurse
How would you rate the amount of time spent with you?
45%
42%
40%
35%
31%
30%
25%
25%
20%
15%
10%
5%
3%
0%
0%
Poor
Fair
Good
Very Good
Excellent
How well were you listened to?
45%
42%
40%
35%
31%
30%
25%
25%
20%
15%
10%
5%
3%
0%
0%
Poor
Fair
Good
Very Good
Excellent
Rate how the Dr/Nurse put you at ease?
50%
44%
45%
40%
36%
35%
30%
25%
19%
20%
15%
10%
5%
1%
0%
0%
Poor
Fair
Good
Very Good
Excellent
How would you rate the way the Dr/Nurse communicated with you?
45%
42%
40%
40%
35%
30%
25%
20%
17%
15%
10%
5%
1%
0%
0%
Poor
Fair
Good
Very Good
Excellent
Involvement with proposed treatment plan
50%
44%
45%
40%
38%
35%
30%
25%
20%
18%
15%
10%
5%
0%
0%
Poor
Fair
0%
Good
Very Good
Excellent
Do you feel you understand your illness
90%
80%
79%
70%
60%
50%
40%
30%
21%
20%
10%
0%
More than before Consultation
Same or less than before consultation
Do you feel you understand your illness
Are you able to cope with your problem
80%
75%
70%
60%
50%
40%
30%
23%
20%
10%
0%
More than before Consultation
Same or less than before consultation
Are you able to cope with your problem
Was you consultation value for money
40%
37%
35%
30%
30%
25%
24%
20%
15%
10%
7%
5%
1%
0%
Poor
Fair
Good
Very Good
Excellent
Convenience of Hours
60%
52%
50%
41%
39%
40%
30%
30%
21%
19%
20%
16%
16%
14%
9%
10%
2%
0%
0%
1%
0%
Poor
Fair
Good
Very Good
Satisfied with Opening Hours
Early
morning
Lunchtime
Evening
Weekends
Satisfied with Appointment time
person
Never
Sometimes
Usually
Appointment with Preferred
Always
The Waiting Room experience
80%
68%
70%
60%
57%
50%
43%
40%
35%
31%
30%
27%
21%
20%
11%
10%
5%
1%
0%
0%
1%
0%
Waiting room Comfort
Wait to be seen
Rate waiting time
Reception Staff
70%
63%
60%
50%
40%
31%
31%
30%
20%
15%
10%
7%
6%
0%
0%
0%
0%
Poor
Average
0%
Don't know /
N/A
Rarely / Never
Sometimes
Informed of delays
Usually
Good
Very Good
Rate Reception staff
Excellent
The Appointment - 1
45%
42%
42%
40%
35%
31%
31%
30%
25%
25%
25%
20%
15%
10%
5%
3%
3%
0%
0
0%
0%
Poor
Fair
Good
Rate - Time spent with you
Very Good
Excellent
Poor
Fair
Good
Very Good
How well did they listen?
Excellent
Appointment - 2
50%
44%
45%
42%
40%
40%
36%
35%
30%
25%
19%
20%
17%
15%
10%
5%
1%
1%
0%
0
0%
0%
Poor
Fair
Good
Very Good
Excellent
Rate - Put at ease?
Poor
Fair
Rate - The communication
Good
Very Good
Excellent