1. Stakes Lodge Surgery Patient Reference Group Survey Results

2. The Survey was sent to 212 patients either by email or post From these surveys, 112 patients responded

3. The purpose of this survey is to find out what our patients think of the service we provide and as a result for the Practice to look at any areas in which we may be able to improve The results are as follows:-

4. How satisfied are you with the hours that the Surgery is open?

5. Are you satisfied with the extended hours service that we are offering to patients?

6. Please indicate which extended hours times are most satisfactory to you

7. In general, how easy is it to get through to the surgery on the phone?

8. When contacting the surgery how easy have you found the following:-

9. The last time you wanted to see a Doctor fairly quickly were you able to see a doctor on the same day or in the next two days?

10. If you were not able to be seen on the same day or in the next two days, why was that?

11. If you need to see a doctor urgently, can you normally get seen on the same day?

12. In the past six months have you tried to book an appointment a week or more ahead?

13. When you did try to book an appointment a week or more ahead were you able to get an appointment?

14. If you answered NO to Question 11 and were not able to book an appointment a week or more ahead, why was that?

15. How long do you usually have to wait at the surgery for your consultation to begin?

16. Having answered Question 13 please now rate your answer.

17. The last time you saw a doctor at the surgery how good was the doctor at each of the following:-

18. The last time you saw a Practice Nurse at the surgery how good did you find the Practice Nurse at each of the following?

19. Have you had a discussion in the past 12 months with a Doctor or Nurse about how best to deal with your health problems?

20. Do you think that having these discussions with your doctor or nurse has helped improve how you mange your health problems?

21. How do you rate the way you are treated on arrival at the surgery?

22. How do you rate the way you are dealt with when telephoning the surgery?

23. Overall, if you have a query that needs dealing with by a member of staff, how satisfied are you with the level of customer service that you receive?

24. How easy do you find getting into the building at the surgery?

25. How good is the signage enabling you to find your way to the doctor or nurses room?

26. Which of the following do you use to find out information about the practice and the services we provide?

27. How do you rate the way in which information about the practice and its services are provided?

28. Survey Findings We have identified 2 areas based on the results that we feel we need to improve as follows:- Change of 0844 Telephone Number Offering Nurse Telephone Appointments

29. 62 % of patients were either dissatisfied or very dissatisfied with the surgery having an 0844 telephone number due to the cost involved when telephoning the surgery. As we wish to meet the needs of our patients where possible the surgery will change from its current 0844 number to an 02392 telephone number as from the 19 th of March 2012.

30. 59% of patients felt that it is not very easy to speak with the nurse on the telephone. We do not currently have telephone slots available to book with the nurses. We therefore intend to offer telephone appointments to patients as from 12 th March 2012

31. We would like to thank you for your time in reading the results of this Survey. Results of this patient survey can also be viewed on our website at www.stakeslodgesurgery.co.uk www.stakeslodgesurgery.co.uk