2. GP Patient Satisfaction Survey
Dr G R Bhorchi, Killingholme surgery

3. GP Patient Satisfaction Survey
A GP assessment questionnaire was given to 70 patients in early 2014
38 completed forms were returned
Representing a 54% participation

4. GP Patient Satisfaction Survey
The questions related to 5 areas of the practice
The Doctor
The Receptionist and Appointments
The Consultation
The Nurse
The Surgery in General
With a sixth section for patient information and understanding

5. GP Patient Satisfaction Survey
The following slides break the results up into sections.
Each answer is given a value of 1 to 7 depending if it is positive, negative or somewhere in-between
e.g. 1 = positive, 4 = don’t know, 7 negative
The scores for each question on each completed return are added up and then averaged over the number of completed returns.
The resulting value is the average, for that question, for the Killingholme surgery

6. GP Patient Satisfaction Survey
1. The Doctor
GP section
How good was the GP at:-
Best
Killingholme
Worst
Putting you at ease? 1
1.11
6.00
Being polite and considerate?
1.08
Listening to you?
1.16
Giving you enough time?
1.18
Assessing your medical condition?
Explaining your condition & treatment?
1.29
Involving you in decisions about your care?
1.32
6.0
Providing or arranging treatment for you?
Did you have the confidence that the GP is honest & trustworthy?
4.0
Did you have the confidence that the doctor will keep your information confidential?
4.00
Would you be happy to see this GP again?
1.00 3
Average =
1.15
5.36
Satisfaction with the GP is high with possible improvement in the explanation of condition, treatment and care

7. GP Patient Satisfaction Survey
2. Receptionist & Appointments
Receptionists & appointments
Min
Killingholme
Max
How helpful do you find the receptioist at your GP practice? 1
1.32
4.00
How easy is it to get trought to someone at yourGP practice on the phone?
1.76
6.00
How easy is it to speak to a doctor or nurse on the phone at your GP practice
3.13
If you need to see a GP urgently, can you normally get seen on the same day?
1.34
3.00
How important is it to you to be able to book appointments ahead of time in your practice?
1.13
2.00
Howeasy is it to book ahead in your practice?
1.53
How do you normally book your appointments at your practice?
2.05
Which of the following methods would you prefer to use to book appointments at your practice
2.34
How quickly do you usually get seen?
1.24
5.00
How do you rate how quickly you were seen?
1.55
7.00
1.61
Average =
1.00
1.69
4.92
Medium to high performance with possible investigation of appointment booking methods for improvement.

8. GP Patient Satisfaction Survey
3. Consultation
Consultation
Thinking of your most recent consultation with a doctor or a nurse
Min
Killingholme
Max
How long did you wait for your consultation to start 1
1.34 6
How do you rate how long you waited
1.55 7
Is your GP practice currently open at times convenient to you?
1.08 3
Which of the following opening hours would make it easier for you to see or speak to someone?
1.53
Is there a particular GP you usually prefer to see or speak to?
2.26
How often do you see or speak to the GP you prefer
0.55 5
Average =
1.00
1.39
5.00
Good performance with apparent acceptable waiting times

9. GP Patient Satisfaction Survey
4. Nurse
Nurse
How good was the last nurse you saw at:-
Min
Killingholme
Max
Putting you at ease? 1
1.32 6
Giving you enough time?
Listening to you?
Explaining your condition and treatment?
1.39
Involving you in decisions about your care?
1.68
Providing or arranging treatment for you?
1.74
Wopuld you be completely happy to se this nurse again?
1.05 3
Average =
1.00
1.40
5.57
Good performance with top end patient response. Possible improvement in arranging treatment and care decision although this may depend on the patients expectations in the first place

10. GP Patient Satisfaction Survey
5. Surgery
Surgery
Thinking about the care you get from your doctors and nurses overall, how well does the practice help you to:-
Min
Killingholme
Max
Understand your health problems? 1
0.97 4
Cope with your health problems?
0.95
Keep yourself healthy
Overall how would you describe yourexperience of your GP surgery?
1.32 6
Would you recommend your GP surgery to someone who has just moved to your local area?
1.16 5
Average =
1.00
1.07
4.60
Apparent patient satisfaction with the surgery

11. GP Patient Satisfaction Survey
Patient Info
Patient
Min
Killingholme
Max
Are you, male, female 1
1.45 3
How old are you <16, 16-44, 45-64, 65-74, >75? ?
2.97 5
Do you have a long standing health condition?
1.24
What is your ethnic group, White, Black or Black British, Asian or Asian British, Mixed, Chinese, other N/A 6
Which of the following best describes you :-
Employed, Unemployed, At school, Homemaker, Retired, Other
3.13 7
Average =
1.00
2.01
4.80
The dominant patient profile from the survey is an employed or retired female, aged 45 to 64 years, in average health

12. GP Patient Satisfaction Survey
+ve Comments
GP comments
I have always had a good rapport with my GP, nothing is too much trouble
Very nice GP considerate kind & does not rush
Always considerate & helpful
Beautiful GP is Dr Bhorchi, she always has time for us
Very, very polite, does an excellent service
Very polite, always has time
Staff
Fantastic GP, Nurses & receptionists. Been there 25years
Excellent in all areas, long may it continue
None, all is OK as it is
Best GP practice, All staff very kind & helpful. Excellent all round
Doctor & all staff polite & no problems

13. GP Patient Satisfaction Survey
-ve Comments
Not being able to book an appointment in advance
Appointments in the afternoon after 12 :00 please
Some receptionists unprofessional – e.g. Conversations with other patients I can overhear occurring at the desk while I am in the waiting room
Some receptionists point blank refuse to book appointments for the following day if full today, etc
Desk at doctors not private
Sometime you can’t get through the front door because so many people are waiting for prescriptions/booking in
Anything you say to receptionist can be heard by people waiting for prescriptions etc as we’re all crammed together as well as people in the waiting room

14. GP Patient Satisfaction Survey
Results
These averaged values are based on the 46 questions of the questionnaire.
Best case score(All answers attracting a score of 1)
1.00
Worst case score (All answers attracting the maximun score)
5.09
This averaged value is based on the 46 questions of the 38 returned questionnaires
Killingholme surgery =
1.44
Thank you