PATIENT SURVEY RESULTS & FEEDBACK 2016
Thank you to all the patients who responded to our survey earlier this year. Your views and ideas about the services we offer are very important to us to forward plan and design our services and focus on what is important to patients in relation to their care.
Please see below the analysis of the feedback that we received which was mainly positive. If you wish to make any further comment please do so. Our intention is to do another brief survey in 2017 and if there are any particular areas you wish us to focus on please let us know.
Thank you for supporting The New Surgery.
Monica Lawrenson
Practice Director
PATIENT FEEDBACK 2016 Response to patient survey
Priority areas (from patient survey Spring 2016) & comments received from patients | We listen to what you have to say! | Priority area 1. Electronic prescribing
70% of patients had a nominated chemist | Patients have responded well to this option to receive their prescription electronically if they are on regular medication. We are one of the highest practice adopters for this service. To improve this even more we intend to advertise it on the website, in the surgery and be more pro-active at offering it to patients at reception if it is appropriate for them. Patients will always have a choice in how they wish to order their regular medication. | Priority area 2. Extended hours
a) 39% of respondents had used the telephone consultation service b) 16% had used the Saturday appointment service | a) This was a reasonable response. More patients are finding it more convenient to speak to a doctor by phone if they just have a query they wish to discuss, or are seeking advice but do not need to be examined. Patients have told us that they were not necessarily aware of these services and we intend to publicise them more widely. Some patients said they were happy with the current services already available ‘They have always been good for me’. We shall continue to offer these services as it improves patient choice and flexibility | Priority area 3. Minor illness – who would you contact for advice?
83% consult a local pharmacist 58% use NHS choices online advice 18% have downloaded the HealthHelp Now App to their phone or tablet | This was an excellent response. It clearly shows that a lot of patients are getting advice appropriately elsewhere and are not wasting valuable NHS GP resources. It is likely that the use of the free health app will continue to improve. | Priority area 4. Surgery Feedback – recommendation of our GP practice to a friend or family member & you were asked what could be done to improve your experience
88% of respondents said they were extremely or likely to recommend this practice | This was an excellent response although there is always room for improvement! Patients have asked for more online appointment slots, for quicker access to their own GP, to reduce the waiting time in reception to see the GP or the time it can take to book a GP appointment We will monitor the uptake of online appointments and adjust them if necessary. Unfortunately some patients may visit their GP very frequently and this causes GP surgeries to be over-booked reducing access to certain GPs. We will continue to monitor this. However, if you need to see your GP for an urgent matter you can be booked in if there are on-the-day slots available. Where extra emergency slots are put on to the appointments system these are provided in call order with the next available GP and may mean you are not able to see your own GP. Routine appointments with your own GP can usually be offered in 7 days except where the GP list is oversubscribed. Unfortunately, we cannot guarantee that the time of your appointment will be the time that you are seen as clinical staff workload continues to increase and patients present with more complex health needs which can cause appointments to overrun. Your patience is appreciated. | Priority area 5. Carers & Carers Bucks
10% of respondents are aware of Carers Bucks 79% said it was not applicable 4% said they were not aware 7% gave no response | It is recognised that a high proportion of respondents are not carers or have not had the need to be involved with carer organisations. As a practice it is a priority for us to support carers and we have appointed a ‘Carers Champion’ at the practice to assist us. We are actively recording this information when it is provided by patients in order to signpost them to services that can support them. The practice is also actively engaging with Carer’s Bucks to promote this local organisation and some of the events they offer. There is also a Carers Notice Board in reception (shared with another practice on site) that provides useful information for carers. If you have any ideas that may assist the development and raise the profile of carers please contact the Carers Champion at the practice | Priority area 6. Overall satisfaction with the surgery
95% of respondents said the surgery was very good or good (5% did not respond) | This response is much appreciated by all the surgery team and is really important for us to hear! Please see below a selection of some of the comments received: ‘All reception staff are always very helpful and always polite on the phone and always seem to go the extra mile to help’ ‘Generally very good and caring’ ‘I think there has been greater stability in the practice and I am grateful for all the efforts of the staff to make the practice more effective’ ‘It’s great to have a pharmacy next door………………’ ‘Pretty happy all round really’ ‘The service has always been good and all the staff very friendly and helpful’ ‘Very pleased with service and doctors. Well done keep it up’ |
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