stakes lodge surgery patient reference group survey results
TRANSCRIPT
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?
68%
30%
2% 0%
Very satisfied
Fairly satisfied
Fairly dissatisfied
Very dissatisfied
Are you satisfied with the extended hours service that we are offering to patients?
96%
4%
Yes No
Please indicate which extended hours times are most satisfactory to you
369 6
28
3856 67
49
0102030405060708090
Monday 7:15 -
7:45am
Monday 6:30 -
7:00pm
Thursday6:30 -
7:10pm
Saturdayone permonth
Mostsatisfactory
Leastsatisfactory
In general, how easy is it to get through to the surgery on the phone?
21%
59%
20% Very easy
Fairly easy
Not very easy
When contacting the surgery how easy have you found the following:-
10
5945
2652
21
0
20
40
60
80
100
120
To make an appointment with aDoctor on the phone
To make an appointment with aNurse on the phone
Very Easy
Fairly Easy
Not veryEasy
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?
76%
24%
Yes No
If you were not able to be seen on the same day or in the next two days, why was that?
59%
6%
26%
9%
There were not anyappointmentsavailableTimes offered didnot suit
Appointment waswith a doctor who Idid not want to seeAnother reason
If you need to see a doctor urgently, can you normally get seen on the same day?
84%
16%
Yes No
In the past six months have you tried to book an appointment a week or more
ahead?
69%
31%
Yes No
When you did try to book an appointment a week or more ahead were you able to get an
appointment?
67%
33%
Yes No
If you answered NO to Question 11 and were not able to book an appointment a
week or more ahead, why was that?
38%
9%18%
35%
There were not anyappointmentsavailableTimes offered did notsuit
Appointment was witha doctor who I did notwant to seeAnother reason
How long do you usually have to wait at the surgery for your consultation to begin?
2.9%
36.9%
11.7%
3.9%
47.6%
5 minutes orless
5 to 10minutes
10 to 20minutes
20 to 30minutes
More than30 minutes
Having answered Question 13 please now rate your answer.
The below figures are shown as average ratings
5.294.36
3.042.00
1.45
0.00 1.00 2.00 3.00 4.00 5.00 6.00
5 minutes or less
10 - 20 minutes
More than 30 minutes
The last time you saw a doctor at the surgery how good was the doctor at each of
the following:-
8 8 8 11 13 10 9
24 24 21 2229
21 20
67 68 69 65 56 68 68
0
20
40
60
80
100
120
Giv
ing
you
enou
ghtim
e
List
enin
g
Invo
lvin
gyo
u in
deci
sion
sab
out y
our
Tak
ing
your
prob
lem
serio
usly
Very good
Good
Average
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?
18 17 18 18 2017 19
72 68 72 69 65 72 67
0102030405060708090
100
Giv
ing
you
enou
ghtim
e
List
enin
g
Invo
lvin
gyo
u in
deci
sion
s
Tak
ing
your
prob
lem
Very good
good
Average
Poor
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?
78%
22%
Yes No
Do you think that having these discussions with your doctor or nurse has helped improve how you
mange your health problems?
53%38%
3%
6%
Yes
To some extent
No
Dont know
How do you rate the way you are treated on arrival at the surgery?
0%0% 7%
26%
44%
23%Very Poor
Poor
Fair
Good
Very good
Excellent
How do you rate the way you are dealt with when telephoning the surgery?
3%11%
44%
14%
28%
Very poor
Poor
Fair
Good
Very good
Excellent
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?
64%
30%
4%
2%
Very satisfied
Fairly satisfied
Very dissatisfied
Fairly dissatisfied
How easy do you find getting into the building at the surgery?
84%
16%
0%
0% Very easy
Fairly easy
Not very easy
Not at all easy
How good is the signage enabling you to find your way to the doctor or nurses room?
54%36%
8% 2%Very good
Good
Poor
Very poor
Which of the following do you use to find out information about the practice and the services we
provide?
24.0%
44.0%
26.0%
46.0%
6.0%
Website By telephoning SurgeryBooklet
Notice Board Other
How do you rate the way in which information about the practice and its
services are provided?
3% 7%
39%42%
9%Very poor
Poor
Good
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