Church Street Surgery Patient Survey 2014

Results Completed in March 2014 Practice Population – approx Survey’s Completed – 150 (2.5% of our patient list)

Questions asked in our survey Choice of Doctor Reception Staff Appointment reminders Waiting time for appointment Improving telephone response times General Satisfaction Friends and Family

Questions / results Q1- Last time you booked an appointment were you able to book with the Doctor of your choice ? A - Yes 100% - No 0% Questions / Actions raised :- We are very happy with the result and will endeavour to continue offering this service. Q2 – How helpful do you find reception staff? A – Very helpful 98.6% - Fairly helpful 1.33% - Not very helpful 0% Questions / Actions raised:- Again our reception staff always try to offer the best service they can. Given that this is not always an easy task. We think the result shows in general they are doing a very good job.

Questions / results Q3 – Would you like a text message / appointment reminder service ? A – Yes 69.68% - No 30.32% Questions /Actions raised :- Offering a text message service to remind patients of their appointments is a way forward, but thoughts raised were, we will need patients to notify us and keep us updated with their mobile phone numbers. In the waiting room we have several notices asking patients to update us, but failing to do so means the text message will not actually be received by the patient. We are hoping that when we go ahead and offer this service it will help reduce the DNA (did not attend) appointments.

Questions / results Q4 – Were you satisfied with the appointment date / time offered to you ? (eg: within 5 working days / excluding weekends) A – Yes 96% - No 4% Questions / Actions raised :- We strive to offer our patients an appointment within 5 working days. 96% of patients were happy with this. Is there anything else we could do ? (any suggestions are always welcome, we have a suggestion box situated in the waiting room, forms available)

Questions / results Q5 – In order to free up our very busy telephone lines, do you think we should stop taking prescription orders over the telephone ? A – Yes 27.33% - No 72.67% Questions / Actions raised : % did not agree with this service. We agreed this could cause un- necessary stress to many people who are elderly, house-bound or in poor health. Prescriptions can be ordered via post, telephone, brought into surgery or local pharmacies also offer an ordering service for patients who take regular medication. We are hoping to offer an on-line prescription ordering service in the future.

Questions / results Q6 – How happy are you with our surgery ? A - Very happy 86% - Happy 12.06% - Unhappy 1.33% Questions / actions raised :- We always welcome views and any ideas patients may have that will help us improve our practice. Q7 – Would you recommend our surgery to friends & family ? A - Yes 98.66% - No 1.33% Questions/ Actions raised : - Overall we are very satisfied with the results and we shall endeavour to continue to offer our patients the best service that we can. If you have an ideas you would like us to offer to our patients. Please speak to reception.