Schedule 2
CLARENDON PARK MEDICAL CENTRE
SURVEY RESULTS AND ACTION PLAN – REVIEWED 26TH FEBRUARY 2013
Survey Question
Any Action
How do you find the service Yes
offered to book an
appointment?
Agreed Action
Deadline for
Agreed Action
Outcome
Review why 19 patients have poor
experience
July 2012
Review reception script for
appointments & appointment system
Other Comments:
Difficulty getting through
on phone
Appointment time not
suitable
Difficulty getting
appointment
Price of telephone call
Review of phones
March 2013
Team meeting feedback results
Practice meeting –
April 2012
Please rate the helpfulness
of reception staff
Yes
Feedback excellent results to team encourage maintaining current high
standards
Practice meeting
April 2012
Several meetings with
different companies
reviewing telephone
system 27.02.13 demo.
Patient questionnaire to
virtual group showed
patients want to keep
queuing system
Schedule 2
Other Comments:
Staff appear too busy
Had to wait to be served
Staff chat & Ignore – but
are helpful when they come
to desk
How would you rate the
waiting room environment?
No
N/A
No
N/A
No
N/A
If answered very poor/poor
why:
TV & Radio
No Magazines
Dreadful music
Are you aware of the selfcheck in service?
If you have used self-check
in how satisfied were you?
If you answered unsatisfied
why is this?
Schedule 2
Are you aware of the text
message service?
Yes
To re-promote use of text messaging
service – Health promotion boards
practice leaflet – new patient
registrations
No
Reception team first point of call – to
encourage patients
If yes are you happy with
the service
See above
If answered NO would you
like to receive text
messaging?
No
See above
On-going 2012
On new registration form –
situation around surgery
and forms on front desk
Schedule 2
Do you ever need to use the
repeat prescribing service?
Tick all options you are
aware of:
Practice website
Post repeat prescriptions in
surgery
Via the local chemist
E-mail prescriptions
Posting request with SAE
Which above option do you
find most convenient?
Practice Website
Post repeat prescriptions in
surgery Via local Chemist
E-mail prescriptions
Reception desk
No
N/A
Good response all services offered
being utilised
N/A
Schedule 2
Are you aware of the Out of Yes
Hours Service offered by
the surgery?
Review practice literature and health
promotion – review practice leaflet –
patient education
July 2012
Practice leaflet reviewed –
whole page dedicated to
Out of Hours and options
available.
If yes how would you rate
your experience?
Feed back results to OOH service
If stated very poor/poor
explain why
Have you ever had to use a
Walk in Centre?
If Yes why did you use this
service?
Unable to make an
appointment
Makes no difference where
I seen
More convenient
Medical Emergency
Other Comments:
Weekend
Surgery Closed
No GP’s at surgery
Contraception Services
Yes
Review use of this service with results
from question one.
Review with practice team.
Ongoing 2012
Write to patients with inappropriate
use – education ‘choose well’
Bounce back scheme
Write to patients for
Choose Well Scheme
Schedule 2
Are you aware of our
Patient Participation
Group?
YES
Ensure materials for promoting group
available at different sources
Contact details left:
Telephone details
E-mail contact
Contact from reception
display
Information about you:
Are You Male
Are you Female
British
Asian
White
Not Recorded
White European
White Ethnic
Black Caribbean
Not Given
52
111
Male
Female
30
10
4
6
2
74
12
8
11
113
1
1
1
On going 2012
Practice notice boards –
website – patient
newsletter
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Further Comments You Made
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Very helpful when called surgery for appointment and queries.
It would be lovely to have booklet with times of services and how to book in advance.
Phone lines need to be changed.
No complaints about this practice have been coming 46 years.
Keep up the good service.
Most notices are in block capitals which comes across as shouting.
Only complaint – cost of phone calls whilst on hold for call to be answered to book appointment.
Generally satisfied with practice and staff.
Nice to see improvements being made.
Thank you for all the care you give to those who attend the surgery.
Overall the GP service is excellent. Have never had a problem getting an appointment. If necessary the GP has called me. During a
long bout of sickness the services has been very supportive.
I wonder if more people would cancel unwanted appointments if the phone system was easier eg someone actually answers phone not
push numbers. It is confusing and annoying to have to keep waiting to ask a simple question.
Very satisfied with the friendliness, helpfulness of staff also the high quality of professional service.
What about a light to tell you when to go in to see the doctor, as you sit there not knowing what to do.
Very happy with the service.
Why is there still posters up stating lost hours for November.
Cannot understand why the contact number for the surgery has changed to an 0844 number, apart from making money. This is not
right and doesn’t make any difference to patients. Is life all about money these days?
The practice provides an efficient patient management service and I am very satisfied with its progressive approach to patients.