Transcript Kingswood Surgery & Patient Support Group Patient Survey

Cedars Surgery
Patient Survey
Results
March 2014
Confidential: Not to be copied or distributed without permission
Objective
• Purpose of this survey is to
1. Gather a range of patient views from within the
practice via a short questionnaire.
2. Develop an Action Plan to address the patient’s
needs and suggestions gathered via the
questionnaire.
How it was managed
• Between 1st and 28th February 2014
– Handed out/ available in the Practice
– Posted on Practice website to be completed online
• How many
– 298 responses collected
– vs. 9300 list size
Headlines
• Key findings
– Queues in the waiting room were a big feature
– On-line accessibility was not mentioned so much this
year
– Real issues for patients included:
•
•
•
•
•
Late appointments for commuters
The décor and the seating in the waiting room
Problems in getting through on the phone
Not enough appointments
The check in machine not working
Participants were a good mix of ages with the
majority in the 35-74 range, whilst almost twice as
many women responded as men
Age
Gender
1.00%
35%
64%
13%
0.40%
19%
35-54
Male
Female
No answer
16-34
55-74
38%
30%
75+
No
answer
Participants were predominantly white
(British/Irish)and half of respondents (49%) had
someone with a long standing illness in their
household
0% 0%
Ethnic origin
0.00%
1.70% 0%
0.80%
4%
White (British/Irish)
White (Other)
Black/Black British
Asian/Asian British
93%
Longstanding illness,
disability or infirmity
18%
5%
Yes, I do
31%
No
Mixed
Chinese
46%
Yes, another
person
Other
Prefer not to say
Prefer not to
answer
Over 90% are satisfied with the Cedars Surgery, but
6%are not
Satisfied with the Surgery
Very satisfied
54%
Fairly satisfied
40%
Neither satisfied nor dissatisfied 4%
Fairly dissatisfied 2%
0%
20%
40%
60%
80%
100%
“Have dealt with the surgery recently and seen different doctors
and nurses, all very kind and helpful.”
“To be able to see the doctor you want to see. Quicker phone answering. Quicker
appointments. Long wait to book in, check in not working”
Availability and flexibility of appointments is a key issue (as it is
in every practice) but consistency in seeing ‘your own’ doctor
are particular issues for Cedars. Reliability of the check in
machine could be improved too.
“Being able to book an
appointment at a time to suit
me and within 24 hours”
“To get an appointment with a
doctor without waiting
weeks”
# Appointments
# “My Doctor”
“Being able to have consistency
in cover of care and seeing the
same doctor for an on-going
problem without having to wait
sometimes weeks for an
appropriate appointment to see
that doctor.”
# Decor
If there was one improvement
that could be made at this surgery
what would you like it to be?
“A patient does prefer to see their own doctor as he knows, in
my case, the history of me, and my family and my elderly
parent as we are all patients of his.”
# Waiting time
“Getting an appointment with
the doctor, not being offered a
phone call”
“To be seen on you appointment time
not 15 20 30 mins later, we all have busy
lives”
“Brighten the décor
and lighting”
“More ventilation or
air circulation”
“Physical environment like
chairs, wallpapers need
updating”
# Reception
“Check in for appointments improved as auto
system never works and there is a long queue
to book in as just 1 queue for all enquiries”
Comment Count:
Appointments 19, Décor 13, “My Doctor” 13, Reception 12, Waiting time 10,
Telephone 8, Doctor 7, Opening times 5, Privacy 4, Prescriptions 3, Access 2, Respect 1