IMPROVING PRACTICE QUESTIONNAIRE REPORT
Dear Patients,
You will be pleased to hear that we have again surpassed the national average for all GP surgeries in the country in nearly every aspect of the latest annual Practice survey. The results speak for themselves as you can see in the table below:
QUESTION | | OUR MEAN SCORE % | NATIONAL MEAN SCORE % |
| ABOUT THE PRACTICE | | |
1 | OPENING HOURS SATISFACTION | 61 | 51 |
2 | TELEPHONE ACCESS | 63 | 46 |
3 | APPOINTMENT SATISFACTION | 59 | 54 |
4 | SEE PRATITIONER WITHIN 48 HOURS | 57 | 48 |
5 | SEE PRACTIONER OF CHOICE | 48 | 41 |
6 | SPEAK TO PRACTITIONER ON PHONE | 53 | 44 |
7 | COMFORT OF WAITING ROOM | 71 | 52 |
8 | WAITING TIME | 38 | 40 |
| ABOUT THE PRACTITIONER | | |
9 | SATISFACTION WITH VISIT | 78 | 71 |
10 | WARMTH OF GREETING | 80 | 73 |
11 | ABILITY TO LISTEN | 82 | 74 |
12 | EXPLANATIONS | 79 | 72 |
13 | REASSURANCE | 76 | 71 |
14 | CONFIDENCE IN ABILITY | 82 | 75 |
15 | EXPRESS CONCERNS | 79 | 72 |
16 | RESPECT SHOWN | 83 | 77 |
17 | TIME FOR VISIT | 71 | 63 |
18 | CONSIDERATION | 78 | 69 |
19 | CONCERN FOR PATIENT | 79 | 70 |
20 | RECOMMENDATION | 81 | 73 |
| ABOUT THE STAFF | | |
21 | RECEPTION STAFF | 77 | 65 |
22 | RESPECT SHOWN | 73 | 64 |
23 | INFORMATION OF SERVICE | 65 | 61 |
| FINALLY | | |
24 | COMPLAINTS/COMPLIMENTS | 58 | 52 |
25 | ILLNESS PREVENTION | 60 | 57 |
26 | REMINDER SYSTEMS | 56 | 54 |
27 | SECOND OPINION/COMPLIMENTARY MEDICINE | 58 | 54 |
| OVERALL | | |
| OVERALL SCORE | 69 | 61 |
While the Practice team continues to strive for excellence, we cannot take all the credit for these results. You, the patients, also play a major part in our well-being.
We thank you for patience and good-nature when we don’t quite get it right, and we welcome your constructive comments when this occasionally happens, as it helps us to fine-tune our services. The team does discuss significant or unusual events weekly and works to prevents recurrences.
We thank you for waiting when another patient with more pressing needs take us over our time allocation and we run late. We can see from Question 8 in the table that this is an area where we can try to do better. However, we have to balance the need for care and compassion during what can be a stressful time for some patients, against keeping to time to avoid following patients being delayed unnecessarily.
Thank you for holding on the phone when you are in a queue. We know this is an area of concern for you. We have identified areas where we can improve this service and intend to introduce measures to enhance the phone system.
Naturally, we are pleased that we are providing the best service that we can – but we will not be resting on our laurels. Every day is different for us, and we are determined not allow ourselves to become complacent or indifferent towards our patients needs. We are always looking for ways to improve our Practice, and would welcome your suggestions.
The Partners