The Dunstan Partnership

Number of Responses: 382

The Dunstan Partnership Patient Questionnaire February 2014

The Dunstan Partnership is planning to run regular patient surveys throughout the year. This will be instead of having a large survey just once a year. This will enable us to concentrate more in depth on one or two topics. This particular survey concentrates on Patient Access, ie making an appointment at the practice and our Reception Services.

The practice will publish the results of this survey on our website and in our next Practice Newsletter.

Part 1 - ACCESSING YOUR GP SERVICES

The Dunstan Partnership Reception Desk is open from 07.30 am - 18.30 pm Monday to Friday. Our telephones lines are open from 08.30 - 18.30 on a Monday, Tuesday, Thursday and Friday. On Wednesday mornings, our telephone line is open from 08.30 am - 12 noon.

The surgery offers an appointment system, where patients can book routine appointments on the day, 24 hours in advance, 48 hours in advance, 1 week in advance and the rest can be booked up to 8 weeks in advance.

We also offer same day appointments for those patients who consider their illness to be medically urgent and need to be seen. This includes all children who are unwell. If you are ill and need to be seen on the day, we ask patients to ring as early in the morning as possible, so that we can accommodate you.

The surgery also offers telephone consultations, so if you feel you don't need to see a doctor face to face, you can ring reception and ask for a telephone consultation. Your name will be placed on our telephone list and a clinician will ring your back.

Please tick the most appropriate answers for you. Please answer ALL questions.

Are you satisfied with the surgery opening hours?

Very satisfied  56%

Satisfied  36%

Neither satisfied, nor dissatisfied  4%

Dissatisfied  1%

No response  3%

How do you find our appointments system, as described above?

Very convenient  40%

Convenient  45%

Neither convenient, nor inconvenient  10%

Inconvenient  3%

No response  2%

Comments:-

How do you normally book your appointment?

In person  10%

By telephone  88%

No response  2%

The practice is considering making appointments available to book online - would you use this service?

Yes  76%

No  23%

No response  1%

The practice is also considering reminding patients of their appointments by text (with explicit patient consent only) - would you use this service?

Yes  81%

No  18%

No response  1%

Part 2 - MAKING AN APPOINTMENT

Please tell us about the last time you wanted to see or speak to a GP or Nurse from the surgery:-

What did you want to do?

See a GP at the surgery  75%

See a Nurse at the surgery  15%

Speak to a GP on the phone  7%

Speak to a Nurse on the phone  0%

Have someone visit me at my home  0%

No response  3%

What type of appointment did you want to book?

An on the day appointment  26%

A medically urgent appointment  6%

An appointment within a few days  42%

A future appointment within 2 weeks  13%

A future appointment more than 2 weeks away  3%

A telephone appointment  5%

No response  5%

Were you able to get the type of appointment you wanted?

Yes  78%

No - but I was offered an acceptable alternative  12%

No - but I took the appointment given, as the alternatives were unacceptable  5%

No - I declined the alternative options given to me  3%

No response  2%

Please feel free to comment on the reason why you declined the alternative options, if you feel this is relevant:-

How convenient was the appointment you were able to get?

Very convenient  63%

Fairly convenient  29%

Not very convenient  5%

No response  3%

If you were not able to get an appointment that you wanted, why was that?

There were no appointments for the date I wanted  17%

There were no appointments for the time I wanted  3%

I could not see my preferred GP  6%

I could not book ahead  4%

This is question is not applicable  60%

No response  10%

What did you do on that occasion?

Accepted the appointment offered to me  37%

Decided to contact the surgery another time  6%

Saw a pharmacist for advice  0%

Did not see or speak to anyone  1%

Went to Accident & Emergency  0%

This question is not applicable  47%

No response  9%

How do you rate the appointment access at this surgery?

Excellent  37%

Good  46%

Fair  12%

Poor  4%

No response  1%

Please feel free to make any comments regarding appointment access at this surgery:-

Thinking about the last time you saw a GP, what was the reason for your visit?

I was unwell  47%

I needed a repeat prescription  7%

The doctor asked me to make another appointment  15%

I came for a medication review  9%

I wanted some advice  12%

I came to get my test results  5%

No response  5%

Part 3 - RECEPTION SERVICES

My last contact method was:-

By phone  71%

At the Front Reception Desk  28%

No response  1%

Overall I think the receptionists are:-

Excellent  60%

Good  31%

Fair  6%

Poor  0%

No response  3%

Please feel free to make any comments regarding the receptionists:-

How well do the receptionists understand your needs?

Excellent  45%

Good  44%

Fair  8%

Poor  0%

No response  3%

Please feel free to make any comments:-

Are you treated with respect?

Always  89%

Sometimes  10%

No  0%

No response  1%

Please feel free to make any comments:-

Are the receptionists polite and friendly?

Always  86%

Sometimes  12%

No  0%

No response  2%

Please feel free to make any comments:-

How satisfied are you with our receptionists providing you with clear and concise information?

Very satisfied  59%

Satisfied  33%

Neither satisfied, nor dissatisfied  5%

Dissatisfied  0%

No response  3%

Are your queries at the receptions desk always deal with to your satisfaction?

Always  62%

Mostly  34%

Partially  2%

No  0%

Please feel free to make any comments:-

When you need to telephone the reception desk, how do you rate the speed of response?

Answered immediately (within 3 rings)  17%

Answered within 1 minute  33%

Answered within 3 minutes  27%

Answered within 5 minutes  20%

Not answered, just rang and rang  0%

No response  3%

Do you agree that the receptionists are well trained and knowledgeable?

Strongly agree  37%

Agree  49%

Neither agree, nor disagree  12%

Disagree  0%

No response  2%

Do you agree that the receptionists are knowledgeable about the medical services we provide?

Strongly agree  37%

Agree  47%

Neither agree, nor disagree  15%

Disagree  0%

No response  1%

Please feel free to add any comments regarding our Reception Services:-

Would you recommend this practice to a family member or friend?

Yes  96%

No  2%

No response  2%

Thank you for completing our questionnaire.

The results of this questionnaire will be published in our next practice newsletter and on our website.

The Dunstan Partnership would also like to thank our Patient Participation Group, who were instrumental in helping the practice create our questionnaire.