Patient Experience Survey 2013
The survey topics were decided following discussion with our Patient Participation Group, from concerns highlighted in earlier surveys and in consideration of the Care Quality Commission requirements.
A survey link was emailed to all members of the Patient Reference Group and published on the surgery website so all patients have the option to contribute.
We received 32 responses – two thirds female, one third male. This corresponds with the make-up of the Patient Reference Group but not all Group members completed the survey. As it is all anonymous it is difficult to tell if the responders were from our virtual reference group or from the practice patients at large.
Patient Reference Group
The Group is made up of volunteer patients who are happy to receive emailed contacts from the surgery. To join the group please see the link on the website home page.
The demographics of the Group are representative of our patient profile in ethnicity and gender but we would love to recruit more younger people. We have publicised the Group locally both in the library and local school but have received little interest.
Access and Cleanliness
From the survey responses we are pleased that our patients mostly find access to the building easy and are generally satisfied with the level of cleanliness.
Privacy at the Reception Desk
The majority of patients who responded to the survey recognise that it is possible for other patients to overhear conversations at the reception desk. Though many are unconcerned by this we recognise that the situation is not satisfactory so we are looking at what measures can be taken to make the conversation more private. The receptionist is trained to avoid asking questions and using language that will compromise your personal details as much as possible but if necessary can arrange to see you away from the reception desk.
The Reception Team
Ninety percent of responders feel the receptionists are either very helpful or fairly helpful. We continue to train our team and if there are any complaints or ideas please let us know. Our practice manager is always happy to receive feedback – good or bad.
Waiting Times for your Appointment
It is clear that quite a high proportion of patients have to wait in excess of 5 minutes for their appointment and for many the wait is in excess of 15 minutes. Though doctors try to keep to time as much as possible it is very difficult as the length of time given to patients in each appointment is solely governed by the patients need. Where a delay is caused by the doctor being involved in an emergency then the receptionist will give you the option to reschedule your appointment.
The Reception Team
The reception team are seen as very helpful or fairly helpful by 90% of patients and this is something we would like to improve upon. Though we are not always able to satisfy patient requirements fully we do aim to be as helpful and informative as possible. If you have the situation where a receptionist has failed in this respect it would be helpful to know so we can follow up with staff training if required. Please write to our practice manager, Shirley Hatt.
Improve access to the building for those with disabilities by installing disabled parking bays as near to the main entrance as possible.
Improve confidentiality at the reception desk by installing glass screens.
Ensure the reception team monitor waiting times and inform patients on delays whenever possible.