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The Annual Patient Survey
You may remember that in September 2007 we conducted the
annual patient survey (it was a yellow sheet and asked your opinions on
various aspects of our service).
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247 patients completed survey forms. Just over half
of respondents were female and over 60% have been registered with
this practice for more than ten years.
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Our overall satisfaction score was 67%, well above
the national average of 62% for practices of this size.
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On nearly every question the vast majority of
respondents marked the practice as ‘good’, ‘very good’ or
‘excellent’.
Unfortunately during the period we had planned to hold the survey,
we experienced some unexpected but significant computer line
problems which caused the doctors and staff a great deal of
difficulty and slowed down our normal way of working. This may
explain why 5 people said the waiting time was ‘Poor’. We hope and
trust that this is not the usual experience of our patients but
unfortunately such problems can arise without warning.
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Another question where a few patients said they
found the service ‘Poor’ was ‘Chances of seeing a doctor within 48
hours’. This is surprising as we can always offer an appointment
within two working days (on the same day if urgent) but it may not
be with your usual doctor and you may need you to visit the other
surgery, not the one you normally attend.
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Nearly 87% of patients who answered found our
opening times ‘Good’, ’Very Good’ or ‘Excellent’. We are pleased, as
we have extended the opening times of both surgeries to begin at 8am
every day, (Monday to Friday) in the last year or so. We have also
improved our telephone systems so that there is an extra line at
Shotley for patients to use at 8am and calls for administrative
staff go direct to them so our reception staff no longer have to
answer them first.
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We have also introduced on line appointment booking
which allows those who have registered for this service to use the
internet to book appointments at any time of the day or night, up to
five weeks ahead. We have ensured that that there are always
appointments newly available overnight so that someone who becomes
ill during the evening can be sure of seeing a doctor next day.
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Despite these improvements there were several free
text comments about opening times which show that some patients wish
to be able to see their doctor during the evenings and at weekends.
The practice will discuss these views, but we are concerned about
the health and welfare of doctors and staff if further working hours
are required.
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Of the 74 free text comments, however, over 40% said
the respondent was entirely happy with the practice and wished
nothing to change.
Philippa Moody, Practice Manager
January 2008
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