Stour Surgery - Patient Satisfaction Survey 2015
Stour Surgery’s Patient Satisfaction Survey was carried out between 12 January 2015 and
23 January 2015. All patients attending the surgery were asked to complete a short
questionnaire. They were asked if they were happy with the service they had received that
day and if not why not. Also what could have been better and if they would recommend
Stour Surgery to their friends and family. In addition they were asked if they would be in
favour of an electronic information screen to be placed in the waiting room as this had been
highlighted by Patient Circle members.
In addition the questionnaire was sent by email to our virtual patient reference group with
change to question 1 to: Were you happy with the service you received last time you
attended the surgery.
The questionnaire was returned by 451 patients in the surgery and by 11 patients online.
Date
Number of
Responses
Number
Satisfied
Not
Satisfied
12.1.15
13.1.15
14.1.15
15.1.15
16.1.15
19.1.15
20.1.15
21.1.15
22.1.15
23.1.15
72
72
41
56
47
17
62
21
37
26
11
72
72
41
53
47
17
62
20
37
26
9
462
100
456
98.7
Online
Responses
%
0
0
0
3
0
0
0
1
0
0
2
Recommend
to friends
and family
72
72
41
54
47
17
62
20
37
26
11
Yes
Electronic
Screen
54
54
29
39
34
11
41
13
28
20
5
No
Electronic
Screen
16
14
2
11
13
6
16
5
5
5
3
6
1.29
459
99.35
328
77.35
96
22.65
Results showed satisfaction of 98.7%, with 99.25% saying they would recommend Stour
Surgery to friends and family. 77.35% were in favour of an electronic information screen in
the surgery.
POSITIVES
Nothing – great service.
Nothing – superb treatment.
Have used the service for over 20 years and always been happy with the services.
Helpful receptionists too.
Great doctors and nurses, and office staff very friendly particularly the phone
operators.
Everybody always willing to help.
Brilliant service.
Response time for appointments always realistic. Care by Nurses and Doctors
excellent, nothing too much trouble, even when extremely busy.
Always satisfied with the service.
I like the telephone call booking and appointment, then seen quickly.
Always kind, caring and excellent service.
One of the best I’ve been to in my life. Always responsive and flowing.
The waiting room is very comfortable and all staff were polite and professional.
Always been very happy with this practice over many years.
We have always found Stour Surgery to be incredibly caring and helpful for four
generations of our family.
Been with the Practice 17 years and always been satisfied.
I have to say quite categorically that the care provided within my surgery is second to
none. My GP has time to listen, react appropriately, certainly recently in times of
trauma.
I have been with the practice for many years and had no complaints – very friendly.
Great Doctors. Always get an appointment.
Always happy with treatment received.
I love this surgery I would recommend all my family.
We have always found the surgery excellent.
Very good treatment for over 15 years.
Staff friendly and helpful. Can always see nurse or doctor when needed.
Faultless treatment!
This is an excellent surgery. Been here 5 years as a family and care is constantly
good. Appointment system is first class! Well done!
This has been my GP for many years and never had any problems.
The lady who served us is always super friendly and helpful.
I love the system. I like that I don’t have to take time off work to speak to a doctor. It
works for me.
Excellent and reliable service. Someone is always available for an appointment.
Great surgery.
Being able to talk to my GP and build a rapport with him is very reassuring. Open
surgery is beneficial too and the waiting times are minimal.
Confident in the approach, professional and friendly. Able to chat – put at ease.
I would always recommend this surgery, staff very helpful, doctors very good,
already recommended.
At 82+ I am still surviving largely in part to the surgery.
Always very efficient and helpful.
Friendly, efficient, caring.
Very thoughtful, very professional and always put at ease with caring demeanour.
I have always been very impressed with Stour Road Surgery GP & Nurses.
I have been very happy with the treatment I’ve received from this surgery.
Doctors very caring.
Friendly. I’m a person not a number here.
Reception never off putting. Prompt response to enquiry. Always open to referral
and suggestions.
I have always found the surgery excellent.
I have been with this practice for 18 years and have always been completely happy.
Lovely GP – nice surgery and physical fixtures and fittings – lovely receptionists.
Best Doctors in Dorset.
Always happy with the service at the surgery. Good systems in place.
Because over the last 19 years I have had first class service.
Excellent service for 35 years.
Stour Surgery provides an excellent and efficient service. The staff are friendly and
very helpful.
Friendly, polite, helpful, lovely thank you.
Helpful receptionist/effective open surgery arrangements/medical advice which gives
confidence.
Great attitude of all staff.
I have always received an excellent service from this surgery. My GP is the best I
have ever known and all other staff friendly and helpful.
All the doctors and nurses are very friendly and having open surgery is always a
massive help – I haven’t found in other surgeries.
Polite, time to listen to you.
Great Doctors and nurses. Always appointments available. Lovely reception staff.
Quick, excellent attention.
Friendly, caring and supportive.
Every time I make a phone call or come to the surgery I get HELP.
Always had superb treatment.
Have been here 30 years always good.
I really can’t suggest any improvement that I can think of. Everything is well run and
all the staff are extremely helpful.
I find the Doctors all very nice and they do not rush me.
Because I think I have the best Surgery on the planet.
I like being able to come to Open Surgery if I have a ‘minor’ problem and the fact that
I can always request to speak to my Doctor over the phone if it’s something serious
or worrying.
There are drop-in nurse led clinics every morning to sort out small ailments very
useful. You can request a telephone appointment from your doctor and have it the
same day. If necessary you can then see your Doctor on the same day. I find the
online ordering system very slick.
I am very happy with the ‘customer’ service I always receive from the surgery and
my GP.
Absolutely fab surgery very kind and friendly Doctors – and Open Surgery times very
convenient.
Great surgery, service, doctors and nurses! Thank you.
Always had ideal treatment at this surgery.
NEGATIVES
I don’t like the way you have to book appointment for your Doctor. I want to phone to
book appointment when I want it, not have to wait for Dr to call me and discuss my
health when it is inconvenient.
The appointment booking process, it is very difficult for me to receive calls from the
doctor during the days so it often takes 2 or 3 days before I get to speak to him. An
online or email system would be better.
Waited one hour to be seen.
I would recommend the Practice but would mention that there is only one evening of
Open Surgery – this I think is very poor.
Because it is so difficult to access a Doctor they seem to spend most of their time on
telephone consultations only to fob you off with a nurse. Doctors seem uncaring.
Feel the surgery is now run for the benefit of the Doctors.
SUGGESTIONS
Suggestion – Water dispenser being available in Reception/Waiting areas.
In periods where there is a long wait for open surgery – an approx. waiting time
would be an advantage.
Less patients would be nice! So you would be seen quicker.
Open surgery every evening please.
Weekend surgery ??? Do not like out of hours service.
Very disappointed that travel jab service no longer provided – very limited services
available in local area. GP/Nurse service a trusted service rather than a commercial
provider – would like to see a travel advice/jab service reinstated.
Shorter waiting times.
Coffee and biscuits.
I would have liked to have had more appointment options for my child’s
immunisations as Tuesday and Fridays (mornings) are inconvenient. These are the
times the receptionist said she would do.
Phone appointment would have been more appropriate, (not offered it) (as in middle
of chemo) and forgot to ask (chemo brain).
On arrival it would be nice for an acknowledgement from receptionist. Fine if busy
but just courtesy to ‘say’ ‘be one second’.
Keeping informed regarding the current wait time. Very frustrating waiting for a very
long time.
Indication of waiting time.
My last surgery gave appointments, automated booking on line and automated
check in, displayed current wait times and kept us informed.
Would rather see a Doctor.
Make it easier to make appointments – follow up patients you have not seen for a
long time.
Would like a full time Dr and would appreciate another afternoon Open Surgery.