Stakes Lodge Surgery Patient Reference Group Survey Results

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Stakes Lodge SurgeryPatient Reference Group
Survey Results
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• The Survey was sent to 212 patients either by
  email or post
• From these surveys, 112 patients responded

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• 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-

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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?


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Having answered Question 13 please now rate your
answer.
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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?
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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

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• 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 19th of March
  2012.

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• 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 12th
  March 2012

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• 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