Patient Survey Results
A local Patient Survey was drawn up focusing on priority areas agreed jointly by the Virtual Patient Representative Group, the Patient Participation Group and The Practice.
The Practice sent out 100 virtual surveys to those patients on the Virtual PRG. It also sent out 300 paper surveys to a random selection of patients on the Meadowfields Practice List. (The guidance is 25 surveys per 1000 patients). The Practice has approximately 9,000 patients.
The Practice received 80 completed surveys (20% of those sent out). In reality this represented slightly less than 1% of our total practice population. Comments received on the Comment Cards, the PPG feedback forms and any complaints will also be taken into consideration when drawing up an Action Plan for next year, as well as any comments received from the Virtual PRG and PPG in response to the survey.
It was difficult to ascertain whether some comments were related to our own staff, or community staff at Coleman Street. For example, when commenting on phlebotomists. Some comments also related to chiropody and district nursing services, which unfortunately the Practice has no control over.
In summary (percentages shown are in relation to survey replies not practice list size):
The majority of patients (88%) thought the Receptionists were helpful and 86% thought they were quick to answer the telephone.
87% of patients thought it easy to get a repeat prescription and 89% usually had prescriptions waiting for collection. This is a vast improvement and one which we have strived to achieve over the past year.
84% of patients found it easy to make a pre-bookable appointment with the Practice Nurse (this may be slightly down as one of our Practice Nurses left earlier in the year and we have replaced her, but our new lady requires training). 80% of patients found it easy to make a pre-bookable appointment with a senior nurse. Prebookable appointments with a GP seemed more problematic – only 73% found this easy. This is puzzling, as the Practice has instigated all GP clinics being on the computer, with pre-bookable appointments, up to 8 weeks in advance. Perhaps patients do not know this? Perhaps popular GPs get booked up far in advance?
75% of patients find it easy to make a book on the day appointment. This is quite low. Why? Could it be people do not wish to wait on the triage line fist thing? If patients waiting till after 9.30am or 10am or after 2.30pm in the afternoon, it is quieter then, and quite often appointments are available. If patients ring after 4pm when triage are closed, sometimes receptionists can book into appointments for that day which have not been used.
84% of patients seem to like the triage system, saying that the triage nurses always listen to your problem and allocate appointments efficiently.
85% of patients feel they do not have to wait an unreasonable amount of time after arriving for their appointment. Often, this is out of our control, as clinicians have to deal with a variety of medical problems, and some take longer than others. It is hoped that each patient will feel valued once in the consultation.
83% of patients consider the length of time for appointments is appropriate to discuss only one problem.
The majority of patients are happy with our opening times. However, 31% think we should be open later (we do have one late night on a Tuesday till 8pm) and 28% think we should be open earlier. We do open at 7am on a Wednesday, so we try to cater for all our working patients. However, one comment was received regarding the opening hours at Coleman Street.
84% of patients also considered the waiting times for referrals were reasonable and 74% of patients surveyed would prefer to be seen by a consultant at the Practice – something we are trying to negotiate.
Disclaimer: The Meadowfields Practice accepts no responsibility for the accuracy of any information given on this site.