Surveyed between October & November 2013 Dr S Balasanthiran Ashby Clinic.

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Presentation transcript:

Surveyed between October & November 2013 Dr S Balasanthiran Ashby Clinic

 Total number of patients is 2886  194 patients responded to the survey ◦ 6.7% of the patient population

AgeGender

Ethnic Origin Number of years attending this practice

 Most patients surveyed were asked to do so when waiting for their appointment  Others were targeted to reflect diversity in ethnic minorities

Speed call was answeredSpeed call was transferred

Time waiting for appointment Seeing Doctor/Nurse of your choice Convenience of appointment

Time waiting to check in Time waiting to see Doctor or Nurse

Telephone AppointmentsHome Visits

Extended Hours  Action Points ◦ Need more awareness about alternative and additional services

Ready on timeCorrectly issued

Handling of prescription queries

Informed when results would be ready Results ready when expected

Satisfactory information given about results Manner in which results were given

HelpfulnessInformation given

HelpfulnessInformation given

 “Dr Bala and nurse Bala have looked after me and my family for many years especially my grandparents, they are a lovely couple and are very caring and supportive. Many thanks to them both”  “I have noticed a huge difference recently in how the practice operates and it is a lot better which I am pleased about. All the staff seem as though they genuinely want to help. Thank you”  “I have always been able to get an appointment as required. Whenever I have needed a same day appointment for my son the practice have been extremely helpful in doing this”  “Dr Bala is a wonderful doctor - very thorough, hope he doesn't retire”  “They are always cheerful and polite and do as much as they can for you. Keep up the good work!”  “Reception staff are much more helpful and friendlier than the old ones”  “I am very much satisfied with the services provided by this clinic. Thank you.”  “Dr Bala is a great doctor whom I prefer to see. Nurse Gandhi and blood nurse are also worth a mention. Totally satisfied”  “Don’t like not being able to phone for repeat prescription - have to come in. Do not do or computer,having to look after disabled husband”  “people working the same hours find it difficult to get an appointment when they are at work”  “Removal of telephone scripts before computer option available was a poor decision”