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