PATIENT SATISFACTION SURVEY RESULTS MARCH 2012 THE SURVEY WAS

ISSUE 4 DEAR PATIENT WELCOME TO
PATIENT DATA FORM FOR ADULTS (AGED 15
PATIENT GUIDE TO ACL INJURIES WHAT IS

PATIENT HISTORY NAME AGE DATE 1 DESCRIBE
PATIENT ID NUMBER PATIENT NAME INFORMED CONSENT
PULMONARY REHABILITATION COMMUNITY REFERRAL PATIENT NAME………………………………NHS

Patient Satisfaction Survey Results

Patient Satisfaction Survey Results March 2012

The survey was done over about three weeks in the main surgery at Bolton Road, the Nurses area at Bolton Road and the surgery at Victoria Road. The results from both areas of Bolton Road were put together and Victoria Road results were kept separate.

Over the site sites, we had nearly 80 responses, which is quite good over such a short time period.


Taking each question in turn, the results for Bolton Road show the following:


1. How do you feel about the ability to book an on-the-day appointments?

Nearly 32% of patients are quite happy with being able to book an on-the-day appointment and only 8% were completely unhappy with this. The remainder were divided between the other options, scoring between 2 and 4.


2. How do you feel about the ability to book an appointment in advance?

Nearly 40% of patients are completely satisfied with the ability to book an appointment in advance, with 27% satisfied. There was only 2.5% of patients not satisfied with this.


3. How do you feel about being able to book an appointment with the doctor of your choice?

Unfortunately, only 26% were completely satisfied, whilst 29% were neither happy nor unhappy with this. 21% were dissatisfied with being able to book with the doctor of choice.


4. How do you feel about being able to book an appointment with the automated booking service?

Only just under 14% of patients were completely happy with this service, whilst 21% were neither happy nor unhappy with the service. Over 26% of patients are unhappy with this service.


5. How do you feel about the times that the surgery is open?

Over 55% of patients are completely satisfied and 26% were satisfied with the times the surgery is open, whilst the rest of the patients are varied in their opinions.


6. How do you feel about the treatment you receive from the doctor?

Over 60% of patients are completely satisfied, whilst another 35% are satisfied. The other 5% have varied opinions


7. How do you feel about the service we offer following a consultation, if required?

87% of patients were either completely satisfied or satisfied with the service we offer. The remaining 13% of patients were divided between the other categories.

8. How do you feel about the environment of the surgery as a whole?

79% of patients were either completely satisfied or satisfied with the surgery environment, while another13% were neither satisfied nor dissatisfied with the environment. 8% were varied in their opinion


9. How do you feel about the attitude of the reception staff?

Over 60% of patients are either completely satisfied or satisfied with the attitude of the reception staff. Nearly 32% were either neither satisfied nor dissatisfied or mildly dissatisfied with the staff, leaving only 8% who were dissatisfied with the attitude of the reception staff.


10. How do you feel about the advertising of other services in the practice waiting areas?

Over 34% of patient were completely satisfied and nearly 24% were satisfied with the amount of advertising in the surgery/ 28% were neither satisfied nor dissatisfied, with 13% having varied opinions


11. How do you feel about the information given on our website?

Only nearly 19% of patients are completely satisfied with the information given on our website, whilst nearly 24% were satisfied and 29% were neither satisfied nor dissatisfied with this. Over 31% of patients don’t have access to a computer so could not reply to this.


12. How do you feel about being able to order prescriptions online?


Nearly 58% of patients are either completely satisfied or satisfied with this service. Nearly 19% were neither satisfied nor dissatisfied, and only 2.5% of patients were dissatisfied with the service. Over 21% of patients do not have access to a computer.





Taking each question in turn, the results for Victoria Road show the following:

1. How do you feel about the ability to book an on-the-day appointments?

Nearly 73% of patients were either completely satisfied or satisfied with being able to book an appointment on the day. 17.5% of patients were neither satisfied nor dissatisfied and the other 10% were divided in their opinion


2. How do you feel about the ability to book an appointment in advance?

Over 92% of patients were either completely satisfied or satisfied with the ability to book an appointment in advance, and no-one was total dissatisfied with this.


3. How do you feel about being able to book an appointment with the doctor of your choice?

80% of patients were either totally satisfied or satisfied with being able to book an appointment with the doctor of choice.


4. How do you feel about being able to book an appointment with the automated booking service?

50% of patients were either totally satisfied or satisfied with this. 12.5% of patients have never tried it and the other 37.5% were varied in their answers.


5. How do you feel about the times that the surgery is open?

45% of patients were totally satisfied and 22.5% were satisfied with the times that the surgery is open. 20% of patients were neither satisfied nor dissatisfied with this.


6. How do you feel about the treatment you receive from the doctor?

90% of patients were either totally satisfied or satisfied with the doctor, with another 7.5% neither satisfied nor dissatisfied.


7. How do you feel about the service we offer following a consultation, if required?

80% of patients were either totally satisfied or satisfied with another 15% neither satisfied nor dissatisfied. The other 5% were varied in their views.


8. How do you feel about the environment of the surgery as a whole?

95% of patients were either totally satisfied or satisfied with the environment of the surgery. 2.5% were neither satisfied nor dissatisfied and only 2.5% were totally dissatisfied


9. How do you feel about the attitude of the reception staff?

95% of patients were either totally satisfied or satisfied with the attitude of the staff and 5% were totally dissatisfied.


10. How do you feel about the advertising of other services in the practice waiting areas?

82.5% of patients were either totally satisfied or satisfied with the services advertised, with 5% neither satisfied nor dissatisfied and 5% not answering


11. How do you feel about the information given on our website?

47.5% were either totally satisfied or satisfied with the website and 8% of patients neither satisfied nor dissatisfied. 30% of patients do not have access to a computer


12. How do you feel about being able to order prescriptions online?

50% of patients were either totally satisfied or satisfied, with 15% neither satisfied nor dissatisfied and 30% not having access to a computer.


SUMMARY

On the whole, both surgeries did very well in the survey. Over the two surgeries, there were less than 7.5% over all the questions who were completely dissatisfied with the different categories and nearly 65% of answers were either ‘totally satisfied or satisfied’ This survey has highlighted that there are many patients who do not have access to computers.

Patients are generally happy about booking appointments, and getting the preferred GP, although there are one or two who are unhappy with this.

Patients are quite happy with the doctors and the services they provide and also the times the surgery is open. They are also happy with the environment and the advertising of other services, within the practice and outside services. The website and ordering prescriptions online has not fared as well in the survey, mainly due to the fact that many of the patients do not have, or have access to, computers. At the moment it would seem that there are no changes that need to be made to the running of the surgery.


Prepared by Irene Carter March 2012


TREAT PATIENTS IN A CLEAN AND SAFE ENVIRONMENT
0 INTERMITTENT POSITIVEPRESSURE BREATHING EFFECTS IN PATIENTS WITH HIGH
1 ASSIST IN THE PREPARATION OF PATIENTS FOR OPERATIVE


Tags: survey results, this survey, survey, results, march, satisfaction, patient