Queen Camel Medical Centre Patient Survey 2014

Question One: Which of the following methods would you prefer to use to book an appointment at the Surgery: In person 30% By phone 83% On line 33%

In the past 6 months how easy has it been to: Question two: In the past 6 months how easy has it been to: Haven't tried Very Easy Fairly Easy Not very Easy Hard Get through on phone 13% 67% 20% 0 0 Speak to doctor by phone 47% 30% 23% 0 0 Of those patients who have contacted the practice by phone 100% find access easy or very easy

Question 3 In the past 6 months how easy has it been to: Haven't tried Very Easy Fairly Easy Not v easy Hard See doctor urgently 47% 43% 10% 0 0 Book appt ahead 20% 64% 16% 0 0 See doctor of choice 33% 42% 23% 2% 0 See a nurse 37% 53% 10% 0 0 of those patients who have attempted access 100% have found it easy or very easy and in terms of seeing chosen doctor 97% have found it easy or very easy.

Question 4 How helpful do you find the receptionists? Very Fairly Not very Not at all. 83% 17% 0 0

Question 5 How long after your appointment do you normally wait to be seen? On time 7% < 5 mins 20% 5 - 15 mins 65% 15 - 30 mins 7% >30 mins 0 Cant remember 1%

100% of responders are happy with opening hours. Question 6 How satisfied are you with the opening hours? Very 77% Fairly 13% Neutral 0 Quite dissatisfied 0 Very dissatisfied 0 Don't know hours 0 100% of responders are happy with opening hours.

Question 7. If you have experience of other surgeries, how does Queen Camel rate in comparison? Significantly better 47% A little better 6% A little worse 0 Significantly worse 0 Only been patient at Camel 47% Of those patients who have experience of other practices, 100% rated Queen Camel better, and over 90% said significantly better.

Question 8. Do you have confidence in the doctor you see? Yes definitely 94% Yes to some extent 6% No not at all 0 Don't know/ can't say 0

Question 9 Would you recommend the surgery to a friend or family member who has just moved to your local area? Yes 100% Maybe 0 Not sure 0 Probably not 0 Definitely not 0 Don't know 0

Methodology: 100 patients selected via random number generator and sent questionnaire by mail with SAE. Response rate 60% by 2 weeks Results are therefore percentage of responders.

Demographics: Male 46% Female 54%

Demographics: <18 0 18 - 24 3% 25 - 34 3% 35 - 44 7% 45 - 54 33% 55 - 64 16% 65 - 74 24% 75 - 84 14% >85 0

Demographics Full time work 37% Part time work 14% Full time education 3% Unemployed 3% Permanatly sick/disabled 3% Fully retired 30% Looking after home 10% Doing something else 0

Comments: "Just that I am very satisfied with Queen Camel Medical Centre" "Keep up the good work" "Having experienced other medical centres in London and Yeovil, Queen Camel's systems and procedures are significantly better. At every other surgery I have attended the reception staff were condescending, aggressive, gate keepers. It is so different at Queen Camel. A lovely place to come to when you feel unwell. Thank you"

"We are extremely fortunate to have good Doctors and the staff are always helpful. The degree of efficiency is excellent" "No" "We count ourselves very fortunate to be patients at Queen Camel Medical Centre and haven't had to use the centre a great deal so far in our lives. Three years ago my husband had a kidney stone and the Out of Hours service was not of the same standard."

"Excellent" "We are very lucky to have caring doctors and staff" "I have always found them very helpful and treatment very good. I have always liked to get any medication as soon as you come out, not having to go and find a chemist." "Outstanding Medical Centre".

"Just that it is a very good service and a pleasure to visit." "All we have to say is the Queen Camel Medical Centre is very good". "I have been with Queen Camel Centre since I was 18 I am still with them surely that says something good, I am now 80 years old". "All the staff are very friendly and helpful, this includes the doctors". "My online booking log-in does not work. Even after multiple attempts this has proved annoyingly elusive to fix"

Cannot speak highly enough of the care offerred by all members of the medical team at the surgery. I have family elsewhere in the UK who are very envious of the superb service we are offerred.

Analysis The response rate is very similar to previous years The results are broadly in line with previous years, possibly even slightly better. Highlights: Again, of those patients who have experienced other practices ALL rate us better (mostly significantly better) Analysis of the worst scoring replies again show that they are nearly all from people who have only ever been patients in Queen Camel. Despite some people giving less than perfect responses 100% would recommend us to family, a good test of satisfaction. (same as 2013).

Low points: Possibly telephone answering results are not up to our usual high standards. Choice of doctor a little better than last year but not as high scoring as other fields. (May relate to Registrar training and duty doctor surgeries).