Patient Survey Results

As part of our commitment to improve our services to patients, we welcome and value your feedback. In line with recommendations suggested by the Department of Health (DOH), every year the practice carries out a Patient Satisfaction Survey: your opportunity to tell us how we are performing and make suggestions for improvements.

We are a listening practice and we take on board your suggestions, implementing what we can within the resources we have available.

2008 Survey Results

We have analysed the results as follows:

• The feedback was very positive. Overall, patients were pleased with the practice and the services available
• They were pleased that all team members wore name tags (a suggestion from a previous survey)
• They were pleased that there was a notice board specifically for the latest news and alerts
• They were pleased with the introduction of the newsletter

However:

• Patients felt that there were too many notices on the walls, and that there were an adequate number of notice boards for this purpose
• They were disappointed that the confidentiality booth had not been installed. This is due to the fact that the structure of the reception frame was not strong enough to support the booth

Suggestions and Action Points:

• All notices and posters to be placed on the notice boards, and to hang some pictures or paintings on the walls instead
• To introduce ECGs and phlebotomy at the branch site

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Plan for 2008-2010

The following have been agreed as priorities for the next two years:

• Reception staff to wear ID tags
• Installation of a privacy booth at reception-PBC savings have been agreed to allow for this work
• Installation of air conditioning at both surgery sites-PBC savings be used for this purpose
• Review notices in waiting room and put up a new notice board
• Installation of a self check-in screen in the waiting area for patients and develop a surgery website-estimates to be obtained and savings from PBC to be requested to fund this work
• Continue to have annual patient surveys and meetings with practice patient group to review priorities, patient experience and responses to changes

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2007-8 Survey Results

The results were very good and an improvement on previous years:

• The patient group requested that reception staff should wear their ID badges
  
  Action point: all reception staff to wear ID badges when in face-to-face contact with patients

• Patient group supported the idea of having a self check-in monitor at reception and the setting up of a surgery website. They were also concerned about the PCT’s refusal for air conditioning to be installed
  
  Action point: Dr Ghufoor to pursue PCT over air conditioning and apply for funding for website and self check-in system

• The group felt there were too many notices in the waiting room
  
  Action point: Dr Ghufoor would review the notices in the waiting area and put up a new notice board to highlight the latest news in the practice and local area

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