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Analysis of Patient Questionnaire
Park End Surgery2013/14
As presented to PPG 13.2.14
Statistics
1867 invitations by email
50 bounced emails 77 opted out of using
survey monkey
Responses Within 24 hours we had had 287 responses.
Final total was 534 responses of which 517 completed all questions
390 electronic responses 144 paper responses from both sites
How old are you?
Under 16
16 - 25
25 - 40
40 - 60
60 - 75
Over 75
Which surgery do you normally attend?
Bridgewater House
Meriden
How many times have you been to the surgery in the last 12 months?
I haven't been to the surgerythis year
1
2
3
4
5 or more
How do you rate the service provided by your surgery?
3.80 3.90 4.00 4.10 4.20 4.30 4.40 4.50
Overall
Reception Team
Nursing Team
Doctors
What is more important to you?
Getting to see any doctor in thepractice on the day I phone foran appointment
Seeing the doctor of my choiceeven if I have to wait a few days
What times are most convenient for you to see a doctor?
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
7.30 - 8.30 am 8.30 - 11.30 am 11.30 am - 3.00pm
3.00 - 6.30 pm 6.30 - 7.30 pm
Do you think the duration of your appointment with the Doctor or Nurse is normally sufficient?
Yes
No
How easy is it to get through to the surgery on the phone?
Very easy
Easy
Hard
Very hard
How easy is it to make an appointment which is convenient for you?
Very Easy
Easy
Hard
Very hard
When you see or speak to a doctor or a nurse, how well do you feel that:
4.18 4.19 4.20 4.21 4.22 4.23 4.24 4.25
the doctor (or nurse) makes you feel comfortable
the doctor (or nurse) listens to you
the doctor (or nurse) allows you to ask questions
the doctor (or nurse) explains things
How good is your surgery on the following:
3.90 3.95 4.00 4.05 4.10 4.15 4.20 4.25 4.30 4.35 4.40 4.45
Easy to get to
Parking
Waiting room
Indoor temperature
Toilets
Cleanliness
Do you think patients should be able to use mobile phones when in the waiting room?
Yes
Yes (but only silently)
No
We are planning some educational meetings for patients. What topics would interest you?
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
Dia
bete
s
Bre
ast C
are
Hig
h bl
ood
pres
sure
Pro
stat
edi
seas
e
Wei
ght
man
agem
ent
and
exer
cise
Oth
ers
(ple
ase
spec
ify)
Would you like to help plan future developments at the surgery by joining our patient participation group?
Yes (please give your emailaddress below)
No
Have you visited our website at www.parkendsurgerywatford.nhs.uk ?
Yes
No
Would you like to be able to book appointments through our website?
Yes
No
Would you recommend this surgery to your family and friends?
Yes
No
Do you use SystmOne online - our clinical system, linked to your clinical record?
Yes
No
Have you shared your up to date mobile number in order to receive text reminders of appointments?
Yes
No
Do you follow us on Twitter @ParkEndSurgery ?
Yes
No
Comments Waiting room is all clean and tidy We are very pleased with an all round
good service All my queries over my health are
answered I’ve never felt dismissed or hurried You’re all good as gold Wonderful, exceptional, really nice Great no nonsense response Truly professional
Comments Waiting room is too quiet Machine in the waiting room should be more
private Surgery is too hot Difficult parking at busy times Pre-recorded message is annoying Rarely apologise – even when running hour
late Difficult to find for a new-comer, no signs Don’t like that my name is up for everyone to
see, can’t we go back to a number system?
Receptionists
Rude & abrupt on the phone Do not welcome you Unfriendly, uncaring & look miserable Working under too much pressure Excellent Friendly and quick to help Lovely and receptive
PPG Meeting for 13th Feb
Using the same emails as for the survey we invited 1720 patients to the PPG meeting.
Two emailed back and sent apologies & asked for the minutes