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Church Road SurgeryPatient Feedback Questionnaire
August 2013
IntroductionChurch Road Surgery continually aim to gather feedback from patients in order to improve services and overall patient experience.
During August 2013 Church Road Surgery carried out a Patient Survey for the Practice.
A total of 72 questionnaires were completed by patients over a two week period and the findings are shown within this presentation. The results are representative for the practice as a whole.
Who are you filling this questionnaire out for?
Yourself Your child Your spouse or partner Another relative or friend0
10
20
30
40
50
60
70
Which reason best describes the reason you saw the doctor today?
To a
sk fo
r adv
ice
Becau
se o
f an
ongo
ing
prob
lem
For t
reat
men
t (in
clud
ing
pres
crip
tions
)
Becau
se o
f a o
ne o
ff pro
blem
For a
rout
ine
chec
k
Other
7
22
11 12 13
7
On a scale of 1 to 5, how important to your health and well being was your reason for visiting the doctor today?
1 2 3 4 50
5
10
15
20
25
30
35
40
Not very Important
Very Import-ant
How good was your doctor today at being polite?
poor less than satisfactory satisfactory good very good don't know
1 0 1
12
58
0
How good was your doctor today at making you feel at ease?
poor less than satisfactory satisfactory good very good don't know
1 02
13
56
0
How good was your doctor at listening to you?
less than satisfactory satisfactory good very good don't know
1
6
0
10
55
How good was your doctor today at assessing your medical condition?
poor less than satisfactory satisfactory good very good don't know
1 0 0
15
56
0
How good was your doctor today at explaining your condition and treatment?
poor less than satisfactory satisfactory good very good don't know
1 1 0
15
55
0
How good was your doctor today at involving you in decisions about your treatment?
poor less than satisfactory satisfactory good very good don't know
1 0 1
17
53
0
How good was your doctor today at providing and arranging treatment for you?
poor less than satisfactory satisfactory good very good don't know
1 0 0
12
58
1
This doctor will keep information about me confidential
poor less than satisfactory satisfactory good very good don't know
1 0 0
16
53
2
This doctor is honest and trustworthy
poor less than satisfactory satisfactory good very good don't know
1 0 1
10
60
0
I am confident about this doctors ability to provide care
YES99%
NO 1%
I would be completely happy to see this doctor again
YES99%
NO1%
Was this visit with your usual doctor?
YES NO
56
16
Are you male or female?
36%
64%
Male Female
Age
Under 15 15-20 21-40 41-60 61 and over
1
4
25
19
23
What is your ethnic group?
Whi
te B
ritish
Whi
te Ir
ish
Any o
ther
Whi
te b
ackg
roun
d
Whi
te a
nd B
lack
carib
bean
Whi
te a
nd B
lack
Afri
can
Whi
te a
nd A
sian
Any o
ther
mix
ed b
ackg
roun
d
Indi
an
Paki
stan
i
Bangl
ades
hi
Any o
ther
Asia
n ba
ckgr
ound
Carib
bean
Africa
n
Any o
ther
Bla
ck b
ackg
roun
d
Chine
se
Any o
ther
35
0 1
8
0 1 0
5
8
0 1
11
20 0 0
Additional Patient Feedback
“Great Doctors!”
“Appointment waiting times are very long i.e. wait at least one month for an appointment. Never get seen on time, always at least 30-90 minutes wait after appointment time”
“The Doctors here are
always very nice”
“I feel very comfortable with Dr Sinha and I always have done”
“Very good Doctor”
“Very good and responsible behaviour from the Doctor”
“We are so blessed to have the practice we have, all the staff are so kind and helpful and they listen to what your
problems are and try to solve them. We are all very proud of our practice and the name it has in the community. We get the best service you could wish for.
God bless you all.”
Additional Patient Feedback
“Very caring and thorough. We felt
guilty for how long he took with us”
“My wife and I have been using this surgery for many years and are
satisfied”
“Very nice doctor who
listens closely to what you
say”
“Excellent Doctors”
“Dr Sinha has always provided excellent
service to me and my family”
“I have complete confidence in all of
the doctors at Church Road
Suirgery”
“In God we trust”
Additional Patient Feedback
“Very thorough, takes time to
listen. Good baby clinic”
“This doctor has looked after my family for many years and we completely
trust him and we are extremely grateful for all his care throughout the
years”
“I usually don’t mind who I
see”
“Very good and responsible behaviour from the Doctor”
“The Doctor I saw was very pleasant
and thorough”
“I have the utmost respect for all of the doctors, nurses and
staff who work here. They are a credit to the community and the
NHS”
ConclusionIn conclusion to the patient feedback questionnaire, it is clear to identify that the majority of patients are satisfied with the overall service we provide. However, it is evident that although our GP’s take time with their patients and give thorough consultations, one of the key issues that lets us down is patient access and waiting times. In order to combat this issue and to improve patient experience, we have implemented a Telephone Triage Service for Urgent cases, where the doctor can speak to the patient over the telephone, assess the urgency and either give the patient a same day appointment or book a routine slot. We also implemented a ‘48 hour appointment system’. This system enables us to offer patients more appointments within 48 hours of their initial request to see a doctor. These appointments have been assigned to all of our clinicians and so far has proved to be a huge success. It has enabled us to not only book appointments for patients within two days, but we are also able to offer appointments on the same day. Church Road Surgery is also a GP training practice and benefits by working with two GP Registrars, and a Foundation 2 doctor, enabling the practice to offer more appointments to our patients.
