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The Annual Patient Survey 2008/09
In November 2008 we carried out our annual survey of patients who had
appointments to see any of the doctors and nurses at our surgeries. This
was organised and analysed through the University of Exeter.
• 213 patients completed survey forms. 38% were over
60 years, 44% were 25-59 and only 12% were under 25. The majority of
respondents were women and two thirds have been attending this
Practice for over 10 years.
• Unfortunately one of our full time doctors had been absent due to
illness for some weeks before the survey week, so the recent
experience of some patients will have been of not seeing their usual
doctor. However other doctors were available and we are not aware of
anyone waiting an unsuitable time for appointments.
• Our overall survey score was 65 (in comparison with a national
average of 61 for practices of this size).
• We were very pleased that our scores for Opening Hours
Satisfaction (55) and Telephone Access (63) were much higher than
last year when they were 49 and 60 respectively.
• This reflects the extended opening hours we are now offering on
Saturday mornings and early Mondays, and the new telephone system we
installed at the end of 2007. This telephone system gives an extra
line for Shotley and allows calls for administrative staff to go
straight though to them without taking up reception time. Emergency
calls made in the evenings or weekends can now be transferred
automatically to the On Call Doctor without the caller having to
make a separate call.
• The survey forms gave patients the opportunity to make freestyle
comments or suggestions. 68 patients did so and a two thirds (46)
expressed complete satisfaction with the practice, staff and doctors
and asked for no changes to be made.
• The survey was carried out at the time the Government was
consulting on whether GPs should retain the right to dispense
medicines and five patients expressed their support for dispensing
GPs on the survey forms. We are delighted that many patients took
the same point of view and as a result the Government has decided to
make no changes for the time being.
• Some patients commented on the waiting rooms not being very
interesting. As a result we are planning to install plasma
information screens in the waiting areas and will remind staff to
play music more frequently as this can also mask the content of
confidential conversations.
• One patient asked for an appointment reminder service and we will
be setting up a text reminder service in the near future for
patients who wish to receive such messages and give us their mobile
phone numbers.
Philippa Moody, Practice Manager
March 2009
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