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%

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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