Chestnuts Park

Patient Survey Results20 March 2014

Welcome IntroductionsHouse keepingRefreshmentsPlease note this is not a venue to

discuss individual issues

Patient Survey We met with the patient group to decide what the

surgery needed to prioritise We used patient comments and feedback and the

views of the group to decide the questions for the survey

We decided the timeframe for the survey to be sent out

Results were collated This meeting is to feedback the results and

decide what areas the practice need to prioritise to improve

Methods to Disseminate Questionnaires Survey Monkey Hard copies given out by reception Iplato message to patients to inform

them of the questionnaire Jayex board Sent to PPG members Slips on prescriptions Advertised on website

Result returns 1 patient completed the agreed questionnaire Patients declined completing the questionnaire

saying it was too long Practice made the decision to shorten the

questionnaire to increase uptake and get patient views

98 paper questionnaires were returned of the shortened version

1 questionnaire was completed on line using survey monkey

Questions Asked1. Can you usually get an appointment easily?2. Can you usually see the GP or nurse you want to

see?3. Do you find the reception team helpful?4. Are you usually satisfied with your

consultations?5. Would you recommend this surgery to others?6. How quickly are you seen after your

appointment time?

The Results

Can you get an appointment easily?

13% strongly disagree10% disagree18% neither agree or disagree47% agree11% strongly agree

FindingsAlmost a quarter of those surveyed cannot get an

appointment easilyHowever over half said they could

Can you usually see the GP or nurse you want to see?10% strongly disagree11% disagree30% neither agree or disagree36% agree12% strongly agree

FindingsAlmost half the patients surveyed do get to see a

clinician of choice. 30% may not have had a preferenceA fifth cannot see their clinician of choice

Do you find the reception team helpful?7% strongly disagree6% disagree15% neither agree or disagree35% agree34% strongly agree

Findings70% patients surveyed found the reception team

helpful30% did not or the question was not relevant

Would you recommend this surgery to others?13% strongly disagree9% disagree14% neither agree or disagree41% agree18% strongly agree

Findings20% of patients surveyed would not recommend

this surgery. Over 50% would recommend this surgery

How quickly are you usually seen after your appointment time? 4% waited over an hour16% waited between 30-45 minutes14% waited about 30 minutes32% waited between 15- 30 minutes18% waited less than 15 minutes to be seen

Findings50% of patients surveyed waited less than 30

minutes to be seen20% patients waited over 30 minutes to be seen

Overall comments added by patients

  Positive  Needs improving

Reception  9 5

GPs  1 1

Nurses   1

Appointment system 1 9

Test result/ letters   1

Prescriptions   2

Telephones   3

Continuity    2

Overall service 6 5

Written Comments Reception helpful vs reception put you off Can see improvements vs not informed of

changes Online booking would be good vs cannot

get through on the phones Love the service here vs terrible wait

times to see a GP

Next steps – what should we prioritise? Over to you

Thank you