Practice matters

Click here to download the Survey Results

2011 Patient Survey Report - Highlights

200 questionnaires were issued from the Reception desk in summer 2011.
129 were returned (64.5%).

DEMOGRAPHY
42% of respondents were male; 58% female

The age distribution of respondents was as follows:
Under 18 0%
18-24 1%
25-34 5%
35-44 9%
45-54 12%
55-64 12%
65-74 32%
75-84 26%
85 and over 4%

The economic status of the respondents was as follows:
10% were in full time employment
8% were in part time employment
2% were in full time education
2% were unemployed
10% were permanently sick or disabled
51% were fully retired
14% were looking after the home

15% were parents of children under 16
15% were carers

The general health of the respondents was described as follows:
4% excellent
18% very good
41% good
29% fair
8% poor

32% had a long term condition
9% had a psychological or emotional condition
16% had hearing loss

The ethnic origin of the respondents was as follows:
88% were British, Irish or Other White
1% were mixed race
11% declined to answer

The sexual orientation of respondents was as follows
97% were heterosexual
1% “other”
2% prefer not to say

Not all patients responded to all questions. This report provides an analysis of the responses for each question (i.e. those who answered that question).

The responses showed that:
1. 80% of respondents had seen their GP within the last 3 months
15% of respondents had seen their GP within the last 3 - 6 months
5% had not seen their GP within the last 6 months

Of those who had not seen a GP within the last six months,
50% had no need
6% didn’t like the doctors
22% said it was because they couldn’t get an appointment at a convenient time,
22% stated “another reason”

BOOKING THE APPOINTMENT
2. 81 % of patients book their appointments by telephone. 19% book in person.
18% of patients would like to be able to book online.
3. 61% of patients found it easy to get through on the telephone
36% of patients did not find it easy to get through on the telephone
2% hadn’t tried
1% answered “don’t know”
4. 76% of patients had sought a same day or within 2 days appointment.

Of those:
86% had obtained an appointment as required
13% were unable to get the appointment they wanted.

Of those not getting the appointment they wanted:
60% were because there were no appointments available,
14% were because the times offered were not suitable
12% were with a doctor the patient didn’t wish to see

5. 67% of patients had tried to pre-book appointments more than 2 weeks in advance

Of those:
53% had obtained the appointment they wanted
39% had not been able to pre-book

ATTENDING THE SURGERY
6. 100% of the patients found the surgery to be very (89%) or fairly clean (11%)

7. 60% of patients did not mind that they might be overheard at Reception
20% of patients were unhappy that they might be overheard at Reception
15% of patients thought that they could not be overheard at Reception
8. 86% of patients were satisfied with the confidentiality and security of their personal information held at the surgery
2% were not satisfied
12% answered “don’t know”
9. 96% of patients found the Reception staff very or fairly helpful
2% did not find the Reception staff helpful
10. 69% of patients were seen within 15 minutes of their appointment time
24 % were seen between 15 – 30 minutes
5% were seen after more than 30 minutes
11. 68% felt that they didn’t have to wait too long
22% felt that they had to wait a bit too long
6% felt that they had to wait far too long
12. 80% of patients have a preferred doctor they wish to see
76% of these get to see the doctor they wish to see most or a lot of the time
19% of these get to see the doctor they wish to see some of the time
13. 81% of patients are satisfied with the opening hours of the surgery
10% are neither satisfied nor dissatisfied
5% are dissatisfied
4% don’t know the opening hours
14. Only 12% of patients know that the surgery is open on some Saturdays
55% of patients would like the surgery open at additional times
15. On average*, 85% of patients rated the doctors as good or very good
On average, 2% of patients rated the doctors as poor or very poor
On average, 99% of patients had trust and confidence in the doctor they saw
On average, 1% of patients had no trust and confidence in the doctor they saw
*Average for all doctors

16 On average*, 80% of patients rated the Practice Nurses as good or very good
On average, 1% of patients rated the Practice Nurses as poor or very poor

*Average for all Practice Nurses
17. 95% of patients were satisfied with the care they get at the surgery
3% are neither satisfied nor dissatisfied
2% are quite dissatisfied

18. 87% of patients would recommend the surgery to someone who has just moved into the area
6% were not sure whether they would recommend the surgery to someone who has just moved into the area
6% would not recommend the surgery to someone who has just moved into the area

A SELECTION OF POSITIVE COMMENTS
• I find all GP's very helpful; my doctor is the best I've ever had;
• I am always treated with kind courtesy and patience by doctors, nurses and staff;
• Building seems clean and well maintained;
• Easy parking, Friendly staff, good facilities;
• Doctors always attentive and interested;
• Comfortable and spacious new environment;
• Staff and doctors are always helpful and friendly. Well done, i think you do a great job;
• I was actually seen by a trainee - I was very impressed with her approach
• There is a calm and well-ordered atmosphere, ,
• I approve of the charity run refreshments
• I like the easy access to the pharmacy;
• I find the nurses are extremely caring and considerate. They always have time for you,listen and react to what you are saying;
• within the context of being ill, visiting the surgery is almost a pleasurable experience;
• Good that patients can make advance appointments
• Flu clinics very well organised and appreciated
• Doctors work hard for the good of their patients
• Well organised.

WHAT CAN BE IMPROVED
• More consideration for people who work full time and need appointments at start and end of day;
• Needs to be easier to make appointments days ahead
• I had to wait 35 mins after appointment time and then only got 5-7mins with GP for test results,
not good enough
• Can't get through in the morning. I phone at 0815 but it takes half-hour then there are no appointments
• Waiting time. Sometimes receptionists shout, and we are always asked if appointment is emergency.
• Would like more childrens books
• Longer opening hours as I work in Birmingham;
• On occasions the staff could display more empathy with patients trying to book appointments.
• Sometimes difficult to get an appointment and I put it off until i have more than one problem which
the doctors don't seem to like or allow for.
• I find great difficulty getting through on phone at 8:30am, when it is very stressful a you are unwell;
• Staff mostly very helpful, but some lack a polite telephone manner, abrupt and unhelpful
• Online booking would be helpful.
• Could listen more and explain in English terms what all the tests are for and mean;
• Test results given by reception, but no follow up from doctor. Not satisfactory especially when test
results show problems.
• Trying to get an appointment while getting children to school is very difficult;
• Prescription turnaround time is too slow
• Would like more pre-bookable appointments > 2days ahead.
• Sometimes have to wait too long