Survey Results

SOUTHVIEW PRACTICE SURVEY 2013

The Patient Participation Group together with the Practice carried out a Practice Patient Survey recently. We wish to thank all those patients (200) who kindly completed the questionnaire.

99% of the patients were satisfied with the service provided by us.

A number of comments and suggestions emerged from the questionnaire and these have been addressed by the surgery as below:-

1. SURGERY OPENING TIMES
94% of patients were satisfied with our opening hours. The percentage of patients that were not satisfied:-

YOU SAID:
Not enough appointments with the nurse before 9.15 am.

WHAT THE SURGERY DID:
Following a discussion with a Practice Nurse it was agreed that with immediate effect she would start her clinic at 8.30 am. This is a good outcome and should help patients requiring an early morning nurse appointment.

YOU SAID:
Lunch-time closing is inconvenient.

WHAT THE SURGERY DID:
Following a discussion with the reception staff, the outcome is that with immediate effect the surgery will remain open all day.

2. IMPROVEMENT IN TELEPHONE ACCESS
34% of patients felt that telephone access to the surgery had not improved.

YOU SAID
It is still difficult to get through to reception at 8 am.

WHAT SURGERY DID:
The surgery will kindly request patients where at all possible to only telephone the surgery between the hours of 8 am and 9 am to book an appointment for that day or if they have an urgent problem that needs dealing with. The outcome of this may help to alleviate the pressure on the telephones for the first hour. This message will be conveyed to patients via the newsletter, the jayex board and a message slip attached to repeat prescription.

3. DOCTOR/NURSE RUNNING LATE
53% of patients said that they had not been informed of the doctor/nurse running late.

YOU SAID:
This is not happening.

WHAT SURGERY DID:
Following discussions with the members of the patient participation group and the reception staff, the outcome was that a decision was made to use a white board to advise patients when a doctor/nurse is running late and by how long if it exceeds 20 minutes.

4. ANY ISSUES THAT THE PPG CAN HELP YOU WITH

YOU SAID:
Issues with moving the surgery to Wilford Lane

WHAT SURGERY DID:
The surgery will ensure that the PPG are kept informed of any issues regarding the forthcoming surgery merger and the patients will be able to liaise with the PPG about this.

ACTION PLAN FOLLOWING PATIENT SURVEY NOV 2013

1. THE PATIENT GROUP WILL DISPLAY THE RESULTS OF THEIR SURVEY ON THE PATIENT GROUP NOTICE BOARD IN THE SURGERY RECEPTION AREA.

2. THE COMMENTS MADE BY THE PATIENTS AGAINST EACH QUESTION WILL BE LISTED AND ADDRESSED BY THE SURGERY.

3. THE SURVEY RESULTS WILL BE POSTED ON THE SURGERY WEBSITE.

4. AT THE REQUEST OF THE PATIENT PARTICIPATION GROUP MEMBERS A WHITE BOARD WILL BE USED TO ADVISE PATIENTS WHEN THE DOCTOR/NURSE IS RUNNING LATE AND BY HOW LONG IF IT EXCEEDS 20 MINUTES.

5. PATIENTS WILL BE REQUESTED WHERE AT ALL POSSIBLE TO ONLY TELEPHONE THE SURGERY BETWEEN 8 AM – 9 AM TO BOOK AN APPOINTMENT FOR THAT DAY OR IF THEY HAVE AN URGENT PROBLEM, THIS MAY HELP ALLEVIATE THE PRESSURE ON THE TELEPHONES FOR THE FIRST HOUR. WE WILL PUT A MESSAGE ON OUR JAYEX BOARD, AN ITEM IN OUR NEWSLETTER, SURGERY WEBSITE AND NOTE ADDED TO REPEAT PRESCRIPTIONS.

6. ONE OF THE PRACTICE NURSES WILL BRING FORWARD HER STARTING TIME TO 8.30 AM.

7. ENSURE PATIENTS ARE KEPT UP TO DATE WITH INFORMATION REGARDING THE FORTHCOMING SURGERY MERGER.

DOWNLOADABLE DOCUMENTS

CLICK HERE to download the Patient Survey Results.rtf

CLICK HERE to download the Action Plan.rtf

CLICK HERE to download the Patient Participation Report 2013.rtf