Queen Camel Medical
Centre
Patient Survey 2014
•
Question One:
•
Which of the following methods would you prefer
to use to book an appointment at the Surgery:
•
In person
30%
•
By phone
83%
•
On line
33%
•
Question two:
•
In the past 6 months how easy has it been to:
Haven't tried Very Easy
•
Fairly Easy Not very Easy Hard
•
Get through on phone
13%
67%
20%
0
0
•
Speak to doctor by phone
47%
30%
23%
0
0
•
Of those patients who have contacted the practice
by phone 100% find access easy or very easy
•
Question 3
•
In the past 6 months how easy has it been to:
•
Haven't tried
Very Easy
Fairly Easy
Not v easy Hard
•
See doctor urgently
47%
43%
10%
0
0
•
Book appt ahead
20%
64%
16%
0
0
•
See doctor of choice
33%
42%
23%
2%
0
•
See a nurse
37%
53%
10%
0
0
•
of those patients who have attempted access 100%
have found it easy or very easy and in terms of
seeing chosen doctor 97% have found it easy or very
easy.
•
Question 4
•
How helpful do you find the receptionists?
•
Very
Fairly
Not very
Not at all.
•
83%
17%
0
0
•
Question 5
•
How long after your appointment do you normally wait to be
seen?
•
On time
7%
•
< 5 mins
20%
•
5 - 15 mins
65%
•
15 - 30 mins
7%
•
>30 mins
0
•
Cant remember
1%
•
Question 6
•
How satisfied are you with the opening hours?
•
Very
77%
•
Fairly
13%
•
Neutral
0
•
Quite dissatisfied
0
•
Very dissatisfied
0
•
Don't know hours
0
•
100% of responders are happy with opening hours.
•
Question 7.
•
If you have experience of other surgeries, how does Queen
Camel rate in comparison?
•
Significantly better
47%
•
A little better
6%
•
A little worse
0
•
Significantly worse
0
•
Only been patient at Camel
47%
•
Of those patients who have experience of other practices, 100%
rated Queen Camel better, and over 90% said significantly better.
•
Question 8.
•
Do you have confidence in the doctor you see?
•
Yes definitely
•
Yes to some extent
6%
•
No not at all
0
•
Don't know/ can't say
0
94%
•
Question 9
•
Would you recommend the surgery to a friend or family
member who has just moved to your local area?
•
Yes
100%
•
Maybe
0
•
Not sure
0
•
Probably not
0
•
Definitely not
0
•
Don't know
0
•
Methodology:
•
100 patients selected via random number
generator and sent questionnaire by mail with
SAE.
•
Response rate 60% by 2 weeks
•
Results are therefore percentage of responders.
•
Demographics:
•
Male
46%
•
Female
54%
•
Demographics:
•
<18
0
•
18 - 24
3%
•
25 - 34
3%
•
35 - 44
7%
•
45 - 54
33%
•
55 - 64
16%
•
65 - 74
24%
•
75 - 84
14%
•
>85
0
•
Demographics
•
Full time work
37%
•
Part time work
14%
•
Full time education
3%
•
Unemployed
3%
•
Permanently sick/disabled
3%
•
Fully retired
30%
•
Looking after home
10%
•
Doing something else
0
•
Comments:
•
"Just that I am very satisfied with Queen Camel Medical
Centre"
•
"Keep up the good work"
•
"Having experienced other medical centres in London
and Yeovil, Queen Camel's systems and procedures are
significantly better. At every other surgery I have
attended the reception staff were condescending,
aggressive, gate keepers. It is so different at Queen
Camel. A lovely place to come to when you feel unwell.
Thank you"
•
"We are extremely fortunate to have good
Doctors and the staff are always helpful. The
degree of efficiency is excellent"
•
"No"
•
"We count ourselves very fortunate to be patients
at Queen Camel Medical Centre and haven't had
to use the centre a great deal so far in our lives.
Three years ago my husband had a kidney stone
and the Out of Hours service was not of the same
standard."
•
"Excellent"
•
"We are very lucky to have caring doctors and
staff"
•
"I have always found them very helpful and
treatment very good. I have always liked to get
any medication as soon as you come out, not
having to go and find a chemist."
•
"Outstanding Medical Centre".
•
"Just that it is a very good service and a pleasure to visit."
•
"All we have to say is the Queen Camel Medical Centre is
very good".
•
"I have been with Queen Camel Centre since I was 18 I am
still with them surely that says something good, I am now
80 years old".
•
"All the staff are very friendly and helpful, this includes the
doctors".
•
"My online booking log-in does not work. Even after
multiple attempts this has proved annoyingly elusive to fix"
•
Cannot speak highly enough of the care offered
by all members of the medical team at the
surgery.
I have family elsewhere in the UK who are very
envious of the superb service we are offered.
•
We have always found the Doctors and nurses to
be very helpful. I think we are very lucky with
Queen Camel Medical Centre - I have heard of a
few centres which are not nearly so easy to get
appointments etc.
Analysis
•
The response rate is very similar to previous years
•
The results are broadly in line with previous years, possibly even
slightly better.
•
Highlights:
•
Again, of those patients who have experienced other practices ALL
rate us better (mostly significantly better)
•
Analysis of the worst scoring replies again show that they are nearly all
from people who have only ever been patients in Queen Camel.
•
Despite some people giving less than perfect responses 100% would
recommend us to family, a good test of satisfaction. (same as 2013).
•
Low points:
•
Possibly telephone answering results are not up
to our usual high standards.
•
Choice of doctor a little better than last year but
not as high scoring as other fields. (May relate to
Registrar training and duty doctor surgeries).