Year 2011By

Drs McNei l l y Fearon Or j iekwe and Subramanian

Rainhill Village Surgery Patient Experience Survey

Clinician seen

52%

12%

11%

25%

Clinician Seen

DoctorNurse ClinicianPractice Nurse(blank)

Age of Respondents

20-30 31-40 41-50 51-60 61-74 (blank) >750

5

10

15

20

25

15

13

16

6

22

3

14

Age of Respondents

Total

Sex of respondents

60%

37%

3%

Sex of Respondents

FemaleMale(blank)

Telephone access

exce

llent fa

irgo

od

no e

xper

ienc

e

very

goo

d0

5

10

15

20

25

30

3534

7

19

3

26

Speed at which telephone was ini-

tially answered

Total

exce

llent fa

irgo

od

no e

xper

ienc

e

very

goo

d0

5

10

15

20

25

30

35

40

45

50

17

57

46

14

Speed at which tele-phone was answered if

call transfered

Total

About your appointment

52%

2%12%

2%2%

29%

Length of time you had to wait for appointment

excellentfairgoodno experiencepoorvery good

exce

llent fa

irgo

od

no e

xper

ienc

epo

or

very

goo

d0

10

20

30

40

50

6051

2

10

1 2

23

Conveinence of day and time of your appoint-

ment

Total

Seeing doctor of your choice

excellent fair good no experience poor very good0

5

10

15

20

25

30

35

40

45

50

43

9

17

4

1

15

Seeing the doctor of your choice

Total

Checking into reception

excellent fair good no experience very good0

5

10

15

20

25

30

35

40

45

39

2

15

9

24

Length of time waiting to check in with reception

Total

Waiting to see doctor or nurse

31%

4%

26%

11%

1%

26%

Length of time waiting to see doctor or nurse

excellentfairgoodno experiencepoorvery good

Obtaining a home visit

excellent fair good no experience very good0

10

20

30

40

50

60

70

8

2

9

62

8

Opportunity of obtaining a home visit when ne-cessary

Total

Obtaining home visit

excellent fair good no experience very good0

10

20

30

40

50

60

70

8

2

9

62

8

Opportunity of obtaining a home visit when ne-cessary

Total

Satisfaction with after hours service

excellent fair good no experience poor very good0

10

20

30

40

50

60

70

14

2

7

60

24

Level of satisfaction with after hour service

Total

About prescriptions

43%

1%

9%26%

21%

Prescription ready on time

excellentfairgoodno experiencevery good

exce

llent fa

irgo

od

no e

xper

ienc

e

very

goo

d0

5

10

15

20

25

30

35

40

4541

1

14

21

12

Prescription correctly issued

Dealing with prescription queries

excellent fair good no experience very good0

5

10

15

20

25

30

35

35

3

11

28

12

Handling of any prescription queries

About results

exce

llent fa

irgo

od

no e

xper

ienc

epo

or

very

goo

d0

5

10

15

20

25

30

35

27%

1%

10%

37%

1%

23%

Were you told when to contact surgery for

results

exce

llent

fair

good

no e

xper

ienc

e

poor

very

goo

d

0

5

10

15

20

25

30

35

23

1

11

32

1

21

Results available when you contacted surgery

Satisfaction with relaying of results

excellent fair good no experience poor very good0

5

10

15

20

25

30

35

24 (30%)

3 (3%)

13 (14%)

32 (36%)

1 (1%)

16 (18%)

Level of satisfaction with the manner resultswere given

Information provided by reception staff

excellent fair good no experience poor very good0

5

10

15

20

25

30

35

40

35

4

10 10

1

29

The information provided by the reception staff

Helpfulness of the reception staff

excellent

fair

good

no experience

very good

0 5 10 15 20 25 30 35 40 45

45

3

10

7

24

The helpfulness of the reception staff

Helpfulness of other staff

excellent good no experience very good0

5

10

15

20

25

30

35

40

45

41 (46%)

7 (8%)

14 (15%)

27 (30%)

The helpfulness of other staff

Overall satisfaction

53%

3%

11%

8%

25%

Overall satisfaction with the reception staff

excellentfairgoodno experiencevery good

62%

2%4%

8%

24%

Overall satisfaction with the practice

excellentfairgoodno experiencevery good

comments

excellent level of patient service. provides an efficient and robust service. i left the surgery very satisfied with the high level of care received. i have every confidence in all the GP's and practice nurses. 1

excellent practice 1

excellent service. always has been. Dr McNeilly is excellent 1

Excellent surgery 1

i am very happy with all things 1

i have no complaints only compliments for all the staff 1

i have nothing but praise in which the practice operates and its staff keep up the good work 1

i think no other surgery can outshine rainhill, very pleased with the service i receive. thanks 1

i think this surgery is the best in rainhill 1

comments

medical, nursing and admin are helpful and supportive. they are generally very reliable 1

no complaints. very good service from all members of staff 1

overall happy with service.

could have got appointment but not with female doctor so had to wait, 1

so pleased with this surgery. i can phone any time and the staff help you with an appointment. don't have to wait for days 1

some of the questions i have not answerer because i have not used the practice in this capacity 1

some reception staff are more helpful than others 1

the staff have always been helpful and pleasant 1

The surgery is very efficient and makes allowances for disabled patients/carers. staff are friendly and doctors and specialist nurse are excellent 1

very efficient and friendly staff 1

very pleased with the service i receive 1

very satisfied with doctors and surgery 1

well run gp and nurse practice. doctors, nurses and receptionists always well mannered and knowledgable 1

when ringing for results not sure or confident when explaining them to me (staff). but most staff very helpful at every opportunity 1

comments

a very good practice especially when you need appointments for children. parking is a nightmare

as i am disabled more car park facilities would be a help

couldn't ask for better. first class service

difficult car parking