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Patient Survey Results 2008
Our patient survey carried out January-February 2008 showed that we compared favourably to other practices, reaching the benchmarks set. We felt it was more important to look at how we had progressed as a practice over the past year and our findings are summarised below:
Our major target from last year was to make it easier for patients to phone in - and we did it!
- Online access for appointment booking and ordering prescriptions has lessened telephone traffic.
- We now aim to make an appointment for you the first time you call, rather than asking you to phone back on the day you want to be seen.
Marked improvement in Drs questioning, listening, putting patients at ease and involving patients.
- This has been helped by restructuring the Drs working day, allowing flexibility so that more time can be spent on complex cases without over-running.
- The Drs have a daily clinical meeting where they can discuss best practice and share dilemmas. This active learning environment helps to improve their skills.
Excellent Consultation skills.
- We are encouraged by the high results associated with our consultation skills, as this reflects the high standard of patient centred care we aim to provide. We will continue to maintain this, as research has shown that patient-centred care improves understanding, improves compliance with treatment, aids self-management and reduces the demand for unnecessary treatments and investigations.
Access
- Had improved in this survey when we introduced appointments from 08.00, but is now EVEN BETTER with pre-bookable appointments now available on Saturday mornings and Thursday evenings!
Satisfaction with receptionists has improved
- Increased staff training.
- Electronic check-in has taken pressure off the front desk.
Improved satisfaction with waiting times
- Changing our appointments system so that more can be booked in advance has pleased a large proportion of our community!
- Electronic check-in has reduced queuing at reception.
- To help with 24 hour access, we have introduced an extra surgery for emergencies and freed up a doctor each afternoon to see urgent cases.
Improved satisfaction with continuity of care
- Again, it's changing the appointments system that has made a difference here. More book-ahead appointments have made it easier for our working and elderly patients to plan their week, letting them see the same doctor to follow up on a particular problem. Continuity of care is just as important from the doctor's point of view as the patients and we have noticed the difference too!
Telephoning doctors for advice
- Our doctors are happy to advise you over the telephone and this service is now starting to be used much more.
We are constantly looking to improve the service we provide for our patients, so please do let us know what you think by clicking here.
