Queen Camel Medical Centre

Patient Survey 2014

• Question One:

• Which of the following methods would you prefer to use to book an appointment at the Surgery:

• In person 30%

• By phone 83%

• On line 33%

• Question two:

• In the past 6 months how easy has it been to:

• Haven't tried Very Easy Fairly Easy Not very Easy Hard

• Get through on phone 13% 67% 20% 0 0

• Speak to doctor by phone 47% 30% 23% 00

• Of those patients who have contacted the practice by phone 100% find access easy or very easy

• Question 3

• In the past 6 months how easy has it been to:

• Haven't tried Very Easy Fairly Easy Not v easyHard

• See doctor urgently 47% 43% 10% 0 0

• Book appt ahead 20% 64% 16% 0 0

• See doctor of choice 33% 42% 23% 2% 0

• See a nurse 37% 53% 10% 0 0

• of those patients who have attempted access 100% have found it easy or very easy and in terms of seeing chosen doctor 97% have found it easy or very easy.

• Question 4

• How helpful do you find the receptionists?

• Very Fairly Not very Not at all.

• 83% 17% 0 0

• Question 5

• How long after your appointment do you normally wait to be seen?

• On time 7%

• < 5 mins 20%

• 5 - 15 mins 65%

• 15 - 30 mins 7%

• >30 mins 0

• Cant remember 1%

• Question 6

• How satisfied are you with the opening hours?

• Very 77%

• Fairly 13%

• Neutral 0

• Quite dissatisfied 0

• Very dissatisfied 0

• Don't know hours 0

• 100% of responders are happy with opening hours.

• Question 7.

• If you have experience of other surgeries, how does Queen Camel rate in comparison?

• Significantly better 47%

• A little better 6%

• A little worse 0

• Significantly worse 0

• Only been patient at Camel 47%

• Of those patients who have experience of other practices, 100% rated Queen Camel better, and over 90% said significantly better.

• Question 8.

• Do you have confidence in the doctor you see?

• Yes definitely 94%

• Yes to some extent 6%

• No not at all 0

• Don't know/ can't say 0

• Question 9

• Would you recommend the surgery to a friend or family member who has just moved to your local area?

• Yes 100%

• Maybe 0

• Not sure 0

• Probably not 0

• Definitely not 0

• Don't know 0

• Methodology:

• 100 patients selected via random number generator and sent questionnaire by mail with SAE.

• Response rate 60% by 2 weeks

• Results are therefore percentage of responders.

• Demographics:

• Male 46%

• Female 54%

• Demographics:

• <18 0

• 18 - 24 3%

• 25 - 34 3%

• 35 - 44 7%

• 45 - 54 33%

• 55 - 64 16%

• 65 - 74 24%

• 75 - 84 14%

• >85 0

• Demographics

• Full time work 37%

• Part time work 14%

• Full time education 3%

• Unemployed 3%

• Permanently sick/disabled 3%

• Fully retired 30%

• Looking after home 10%

• Doing something else 0

• Comments:

• "Just that I am very satisfied with Queen Camel Medical Centre"

• "Keep up the good work"

• "Having experienced other medical centres in London and Yeovil, Queen Camel's systems and procedures are significantly better. At every other surgery I have attended the reception staff were condescending, aggressive, gate keepers. It is so different at Queen Camel. A lovely place to come to when you feel unwell. Thank you"

• "We are extremely fortunate to have good Doctors and the staff are always helpful. The degree of efficiency is excellent"

• "No"

• "We count ourselves very fortunate to be patients at Queen Camel Medical Centre and haven't had to use the centre a great deal so far in our lives. Three years ago my husband had a kidney stone and the Out of Hours service was not of the same standard."

• "Excellent"

• "We are very lucky to have caring doctors and staff"

• "I have always found them very helpful and treatment very good. I have always liked to get any medication as soon as you come out, not having to go and find a chemist."

• "Outstanding Medical Centre".

• "Just that it is a very good service and a pleasure to visit."

• "All we have to say is the Queen Camel Medical Centre is very good".

• "I have been with Queen Camel Centre since I was 18 I am still with them surely that says something good, I am now 80 years old".

• "All the staff are very friendly and helpful, this includes the doctors".

• "My online booking log-in does not work. Even after multiple attempts this has proved annoyingly elusive to fix"

• Cannot speak highly enough of the care offered by all members of the medical team at the surgery. I have family elsewhere in the UK who are very envious of the superb service we are offered.

• We have always found the Doctors and nurses to be very helpful. I think we are very lucky with Queen Camel Medical Centre - I have heard of a few centres which are not nearly so easy to get appointments etc.

Analysis• The response rate is very similar to previous years

• The results are broadly in line with previous years, possibly even slightly better.

• Highlights:

• Again, of those patients who have experienced other practices ALL rate us better (mostly significantly better)

• Analysis of the worst scoring replies again show that they are nearly all from people who have only ever been patients in Queen Camel.

• Despite some people giving less than perfect responses 100% would recommend us to family, a good test of satisfaction. (same as 2013).

• Low points:

• Possibly telephone answering results are not up to our usual high standards.

• Choice of doctor a little better than last year but not as high scoring as other fields. (May relate to Registrar training and duty doctor surgeries).