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Patient Survey 2014

The Survey was made available throughout late January/mid February 2014 and consisted of the following 15 questions:

1

Do you find it easy to get through to the practice on the phone?

2

When you get through on the phone, do you find it easy to get an appointment?

3

Do you find it easier to come into the practice to get an appointment?

4

Do you use the patient self-check in screen when you arrive?

5

Are you called for your appointment on time?

6

Do you find the reception staff polite and helpful?

 

During your consultation with the Doctor(s) do you find that they:

7

Listen to you and understand your needs?

8

Provide the right treatment/and or medication that you were expecting?

 

During your consultation with the Nurse(s) do you find that they:

9

Listen to you and understand your needs?

10

Treat you with respect and make you feel at ease?

11

Do you find the practice clean and presentable?

12

Are you satisfied with the early morning appointments from 6.00am?

13

Would you welcome the practice providing consultations by telephone?

14

Overall how satisfied are you with the surgery?

15

Please list any comments or suggestions

A total of 46 completed questionnaires were received and the following comments:

“I find it very difficult to get an appointment – I usually end up getting one on the 3rd day from when I make the call.”

“I never get through on the phone, it is always engaged”

“The phone rings and rings and I have to wait a long time before I get through”

“I can’t always get an appointment until a week later sometimes”

“Perhaps the receptionists are deaf and do not hear the phone?”

“I find sometimes getting an appointment very difficult”

“I have been waiting a very long time for my referral date to come through”

“There are occasional problems with my repeat prescriptions being sent to the wrong pharmacy”

“There have been times when the receptionists are rude and unfriendly”

“The carpeting on the stairs has seen better days”

“The windows are grubby and full of cellotape”

“There are too many stickers on the window of the Reception which prevents me from being seen”

Action Plan 2014

Hatton Medical Practice Action Plan

Issues

Action

By Who

By When

Getting through on the phone

88% reported that it was not always easy to get through on the phone v 12% who found it easy

Action - We will be appointing two new receptionists to ensure that the phone is being answered, in particular on our busiest days, which are Friday and Monday mornings.

Dr Muzafer

Feb 2014

Getting an appointment at the practice

65% reported that they never get an appointment v 15 % who reported sometimes and 21% always

 

Action - We are hoping to appoint another GP so that we can have more appointment slots available

Dr Muzafer

April 2014

Coming in to make/book the appointment

63% reported that if they came in they could sometimes/always get an appointment. However, 27% said that they never get an appointment, as usually they were too late and appointments had gone

 

Action - The appointment of another GP will help make improvements in this area

Dr Muzafer

April 2014

Self-Check in

39% of Patients never use the patient self-check in screen v 63% do

Action - Receptionists will show patients how to use the check in screen

Receptionists

FEB 2014

Timeliness

57% reported that they always get called on time v 22% sometimes and 21% never

Action - We will make better use of the Jayex boards and ensure that patients get seen on time

GPs

FEB 2014

Receptionists

62% reported that Reception staff were always polite and helpful v 28% sometimes and 10% never

Action - We will provide more training for our receptionists to ensure that they are providing a quality service

Practice Manager

MARCH 2014

Doctor understands my needs

87% reported that the Doctor listens and understands their needs v 13% who reported sometimes

 

No Action – we will continue to provide a high quality service

Practice Manager

 

Doctor provides the right treatment

88% reported that the right treatment was provided v 12% who reported sometimes

No Action – we will continue to provide a high service

Practice staff

 

Nurse listens and understands my needs

91% reported that the nurse always listens and understands their needs

No Action – we will continue to provide a high service

Practice staff

 

Nurse treats me with respect and at ease

89% reported that the nurse always treated them with respect and puts me at ease

No Action – we will continue to provide a high service

Practice staff

 

Clean and presentable

69% felt that the practice was always clean and presentable v 31% who felt that improvements could be made

Action - We have been experiencing difficulties with our cleaning contractors but will ensure that the rotas are changed to ensure better cleaning. We will remove the cellotape and notices around the building and replace the carpet on the stairs with easy to clean linoleum.

Dr Muzafer / Practice Manager

FEB - JUNE 2014

Opening hours

83% were satisfied with the early morning appointment slots v 17% who were not very

No Action - We will continue to monitor this area.

We are piloting weekend opening (Saturday and Sunday) and will feedback in due course

Practice Manager

 

Telephone Consultations

85% reported that they would welcome telephone consultations

Action - We will put plans in place to make this happen once a new GP has been appointed and will advertise this on the notice boards. This should also free up some appointment slots

Practice staff

APRIL 2014

Overall satisfaction

91% were very and fairly satisfied with the surgery v 9% who were not very

No Action – We will continue to provide a high service and keep monitoring

All staff

 

Your Neighbourhood Professionals. Just a Click Away!
186 Hatton Road
, Bedfont
, Middlesex, TW14 9PY
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Your Neighbourhood Professionals. Just a Click Away!
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