Patient Satisfaction Survey November 2012

Number of Responses: 166

Thank you taking the time to fill in our patient satisfaction survey.
The survey has been devised with the help of the Devon Square Surgery Patient Participation Group.
The responses and comments to the survey will be collated and then discussed with the Patient Participation Group. We will work with the Patient Participation Group to create an action plan.
We will publish the results of the survey and our action plan on the Devon Square Surgery website and in a newsletter which will be available at the surgery.
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Thinking of your contact with the practice over the last 12 months please help us by answering the following questions:-

1. How do you rate the hours that your practice is open for appointments?
(The Practice is open all day from 8am to 6pm. There are two early morning GP surgeries a week starting at 7am, and two late night surgeries running till 7:30pm each week. The phone lines are open from 8:30am – 6pm and are closed from 1pm - 2pm)

Excellent 35%

Very Good 42%

Good 17%

Fair 4%

Poor 0%

Very Poor 0%

Comments

2. Which additional hours would make it more convenient for you?

Before 8am 10%

Lunchtime 12-2 9%

After 6:30pm 11%

Saturday 18%

Sunday 1%

None of the above – I am happy with the current opening times 49%

No response 2%

Comments

3. How easy is it to get through to a receptionist on the phone?

Very easy 30%

Fairly easy 53%

Not very easy 11%

Not at all easy 2%

No response 4%

Comments

4. How easy is it to get a same day appointment with a Doctor on the day that you ring?

Very easy 15%

Fairly easy 48%

Not very easy 22%

Not at all easy 8%

No response 7%

Comments

5. How important is it for you to be able to book a Doctors appointment a day or more in advance?

Very important 45%

Fairly important 36%

Not very important 12%

Not at all important 1%

No response 6%

Comments

6. How easy is it for you to book a Doctors appointment a day or more in advance ?

Very easy 13%

Fairly easy 38%

Not very easy 26%

Not at all easy 10%

I have not tried 6%

No response 7%

Comments

7. How do you rate the option of having a telephone consultation with the Doctor rather than a face to face consultation?

Very good 47%

Fairly good 31%

Not very good 6%

Not at all good 1%

I did not know you could book a telephone appointment with the doctor 7%

No response 8%

Comments

8. How do you rate the level of comfort and ambiance in the waiting room environment?

Very good 48%

Fairly good 43%

Not very good 3%

Not at all good 1%

No response 5%

Comments

9. At the reception desk can other patients overhear what you say to the receptionist?

Yes, but I don’t mind 71%

Yes and I am not happy about it 8%

I do not think that other patients can overhear 12%

Don’t know 4%

No response 5%

Comments

10. How long do you usually have to wait after your booked appointment time before seeing the Doctor

Less than 5 minutes 1%

5-10 minutes 40%

10 – 20 minutes 38%

20 – 30 minutes 9%

More than 30 minutes 4%

No response 8%

Comments

11. How do you rate this?

Excellent 10%

Very good 24%

Good 27%

Fair 21%

Poor 7%

Very Poor 0%

No response 11%

Comments

12. How important is it for you to be able to see or speak to the Doctor of your choice?

Very important 48%

Fairly important 35%

Not very important 12%

Not at all important 2%

No response 3%

Comments

13. How often do you get to see or speak to the Doctor of your choice?

Always, or almost always 30%

A lot of the time 23%

Some of the time 27%

Never or almost never 2%

I am happy to see or speak to any of the doctors 10%

No response 8%

Comments

14. How do you rate the quality of medical care from the Doctors at the practice?

Excellent 44%

Very good 39%

Good 7%

Fair 3%

Poor 0%

Very poor 0%

I have not seen a doctor at the practice in the last 12 months 1%

No response 6%

Comments

15. How do you rate the quality of medical care from the Practice Nurses (Our Nurses are Clare, Karen and Susie.)

Excellent 60%

Very good 25%

Good 5%

Fair 0%

Poor 0%

Very poor 0%

I have not seen a nurse at the practice 7%

No response 3%

Comments

16. How do you rate the quality of medical care from the Health Care Assistants/ Phlebotomists (blood takers) at the practice? (Our Health Care Assistants are Sharon and Lynne.)

Excellent 53%

Very good 20%

Good 3%

Fair 0%

Poor 0%

Very poor 0%

I have not seen a HCA/ phlebotomist at the practice 18%

No response 6%

Comments

17. How helpful do you find the Receptionists at Devon Square Surgery?

Very helpful 74%

Fairly helpful 22%

Not very helpful 0%

Not at all helpful 0%

No response 4%

Comments

18. If you have repeat prescriptions, how do you currently request them?

By email 21%

Through website 8%

Fax 1%

In person at the surgery 28%

By post 0%

Through a chemist 16%

Through a prescription management service 1%

No response 25%

Comments

19. If you have repeat prescriptions, how do you rate the repeat prescription request process?

Excellent 27%

Very good 39%

Good 6%

Fair 3%

Poor 1%

Very poor 0%

No response 24%

Comments

20. How do you rate the new surgery website? http://www.devonsquare.co.uk/

Excellent 10%

Very good 11%

Good 4%

Fair 1%

Poor 0%

Very poor 0%

I have not seen the website/I do not use the internet 69%

No response 5%

Comments

21. Would you recommend this practice to someone who has just moved to the area?

Yes- definitely 74%

Yes - probably 24%

No- probably not 0%

No- definitely not 0%

No response 2%

Comments

22. How would you rate the ease of access to the surgery building?

Excellent 54%

Very good 28%

Good 8%

Fair 4%

Poor 0%

Very poor 1%

No response 5%

Comments

23. How would you rate the ease of access to the consulting rooms?

Excellent 14%

Very good 32%

Good 28%

Fair 16%

Poor 5%

Very poor 0%

No response 5%

Comments

24. How do you rate the ‘parent/child friendliness’ of the surgery?

Excellent 18%

Very good 25%

Good 18%

Fair 6%

Poor 0%

Very poor 0%

No response 33%

Comments

25. What could we do to improve the service we offer at Devon Square Surgery?

Comments

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To help us analyse your answers please tell us a few things about yourself:

Are you male or female?

Male 36%

Female 60%

No response 4%

What age are you?

Under 16 3%

16 - 24 5%

25 - 34 13%

35 - 44 11%

45 - 54 14%

55 - 64 18%

65 - 74 17%

75 - 84 10%

Over 84 1%

No response 8%

What is the ethnic background with which you most identify?

White British 89%

White Irish 1%

White European 0%

Mixed White & Black Caribbean 0%

Black Caribbean 0%

Mixed White & Black African 0%

Black African 0%

Mixed White & Black Asian 0%

Indian 1%

Pakistani 0%

Bangladeshi 0%

Chinese 0%

Other 2%

No response 7%

How would you describe how often you come to the practice?

Regularly 34%

Occasionally 50%

Very Rarely 8%

No response 8%

Thank you for taking the time to complete our survey.