Patient Survey 2014 results

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ROWAN TREE SURGERY
Patient Survey Results
2014
90% of respondents would recommend
the surgery to a friend
T hink ing a b o ut the R o wa n T re e S urg e ry , ho w lik e ly wo uld y o u b e
to re c o mme nd this s urg e ry to a frie nd , wo uld y o u b e :
Very likely
Fairly likely
Not very likely
Not at all likely
Don't know
Thank you,
but you also told us…..
Please keep
the same
doctors too
much
change
some doctors
being at the
practice on more
days
More
consistency
with doctors
We Agree
and hope the recent
changes help
Dr Latha Kestur
Who was with us last year, has returned to
Rowan Tree in a permanent position after
a brief spell as a GP in London
She will be working:
Mornings
Monday, Tuesday, Thursday and Friday
Afternoons
Monday, Wednesday, Friday
Dr Chloe Davis
Joined us in September 2013 and from
February 2014 has increased her sessions
She will be working:
Mornings
Monday, Wednesday and Thursday
Afternoons
Thursday
Dr Usha Aron
Started the practice over 25 years ago, and is
beginning to plan for her retirement.
Dr Aron looks after our nursing home patients and
Minor Surgery at the practice on a Friday.
Patient appointment sessions take place on
Tuesdays (late night opening) 6 and 8pm
Fridays 3 to 4pm
Dr Jon Angel
Along with Dr Aron is helping to steer the
practice along the correct path for the
future. He is very active in the behind the
scenes work involved in running the
practice
Patient appointment sessions take place on
Wednesday afternoons
95% of respondents felt the doctor was
good or vey good at involving you in
decisions about your care
La s t time y o u s a w o r s p o k e to a GP fro m T he R o wa n T re e
S urg e ry ho w g o o d wa s the GP a t inv o lv ing y o u in d e c is io ns a b o ut
y o ur c a re ?
Very good
Good
Neither good nor poor
Poor
Very poor
Doesn't apply
We then asked some questions
about the practice and
compared the responses with
those given last year
This year 5% of respondents did not
know about the telephone number
01892 573108
This number is an alternative to the
previous 0844 number.
Last year over 50% or respondents
did not know about the
01892 573108 number
This year 10% of respondents were
unaware patients could order repeat
prescriptions on line, compared to 20%
last year.
We have introduced a new system
called patient access, which enables
you to order repeat prescriptions from
the surgery website and also book a
doctors appointment on line.
The Electronic Prescription Service is still not
know to almost 50% of respondents.
If you use a regular pharmacy and let us
know you wish to collect all your
medication from this pharmacy we can
send your prescription to them
electronically. This is a more efficient
process for the surgery and the
pharmacist.
Last year 25% of respondents did not know
about the surgery website, this year almost
30% of respondents did not know about it.
Our website address is
www.rowantreesurgery.co.uk
Last year 18% of respondents did not know
the surgery opening times compared to 14%
this year.
We are open from 8am to 6:30pm
On Tuesdays we are open longer
We have appointments from 7:30am
and later appointments until 7:50pm
Over 40% of respondents in both years are
not aware of the services available when the
surgery is closed.
We asked you to rate the surgery on the
following, where 1 is poor and 7 is
excellent
Quality of care from
the doctors
Way treated by the
receptionists
2014
2013
Quality of care from
the nurses
Treated with respect
and courtesy
0
1
2
3
4
5
6
7
We asked you to rate the surgery on the
following, where 1 is poor and 7 is
excellent
Getting through on the
phone quickly
2014
See a doctor quickly if
urgent
2013
Book appointment for
a time that suits
0
1
2
3
4
5
6
7
We asked you to rate the surgery on the
following, where 1 is poor and 7 is
excellent
The level of
privacy at
reception
Quality and
amount of
information
2014
2013
The physical
environment
0.00
1.00
2.00
3.00
4.00
5.00
6.00
7.00
We asked what is good about the practice
and you wouldn’t want to change
You said
There is always someone able to see my children when needed
and myself. All staff are lovely and extremely helpful.
kindness and
friendly environment
being able to get an appointment or
speaking to a doctor on the same day
doctors and reception staff are well
informed and excellent
clean and
welcoming
surgery
the receptionist are very empathic and allow you to go to the back
room to talk privately, very polite and friendly
We asked you what we could improve
And there are some common themes
• We have already mentioned greater consistency with doctors
Other areas are
• Appointments, availability and running to time
• Telephone lines busy at 8am
• Privacy at Reception
• Too much information in the waiting room
• Better play area/ facilities for children
Thank you for your feedback
We are now looking at what we are able to do
to make things better
An action plan will be available to view on our
website and we will keep you updated
3% of patients over 16 responded to
our survey this year, with slightly more
responses from females.
P le a s e ind ic a te b e lo w, a re y o u:
Male
Female
Prefer not to answer
We received responses from a wide
range of ages.
P le a s e ind ic a te y o ur a g e g ro up :
16-24
25-34
35-44
45-54
55-64
65-74
75+
Prefer not to answer
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