Carisbrooke Surgery Patient Survey -October 2011
The surgery has offered patients the chance to give their views on our
services in the past by way of local patient surveys, but in October 2011
our patient group took on the challenge.
We discussed how we were to go about this at one of the regular Patient
Group Meetings. We looked at ways and means to obtain patient
feedback, and the Group decided to use a questionnaire provided by a
company called CFEP. We had used this company before and felt that
their standard questionnaires covered all the areas that we needed to
address.
The Patient Group carried out the survey. They worked on a rota basis
for one week, and had a table and notice board in the waiting room. Many
patients volunteered to complete the questionnaires and others were
approached by members of the patient group. We found that this worked
very well as the members of the Group were able to help patients who
needed it, and also obtained valuable feedback from other patients, just
by chatting to them about the survey and what it was all about. A total of
250 questionnaires were completed in the week, and these were then sent
to CFEP for analysis.
Results of the Survey
There were many excellent comments and remarks about the surgery,
especially about the way in which patients are treated by everyone here.
Of course there were some areas for concern. The main ones were;



Difficulty in getting through to the surgery by phone to make
appointments early in the morning
Long waiting times within the surgery
Difficulty in getting appointments
Further details of the survey can be found at the end of this article.
Action
A discussion was held at the first Patient Group meeting following receipt
of the results and an action plan was formed to address the most common
problems.
The main proposals that we plan to implement are as follows:
Action Plan following Patient Survey - October 2011
Priority for
Action
Proposed changes
Who needs to be
involved?
What is an
achievable time
frame?
Problems with
phone access for
booking
appointments
Promote advance
booking to help
free phone lines.
Receptionists
6 months
Receptionist
3 months
Practice Manager
1 month
Receptionists
6 months
Long waiting times
Difficulty in
obtaining
appointments
Answer phone
promptly.
Receptionists to
advise patients of
delays
Poster in waiting
room advising
patients to inform
receptionists if
waited for more
than 30 minutes
Promote advance
booking
Ensure adequate
locum cover
Audit
appointments
from now/5 years
ago
Practice Manager
Practice Manager
3 months
We plan to implement all the recommendations from the action plan.
There is nothing that was suggested at the meeting that is not included in
the plan.
All areas to be considered and acted upon are within the scope of the
surgery management and will not involve any contractual considerations.
Patient Survey – areas for improvement
Telephone access
80
70
60
50
40
30
20
10
0
an
k
Bl
Ex
ce
lle
nt
Ve
ry
G
oo
d
G
oo
d
Fa
ir
Po
or
Telephone access
Waiting time in surgery
100
80
60
Waiting time in surgery
40
20
an
k
Bl
Ex
ce
lle
nt
Ve
ry
G
oo
d
G
oo
d
Fa
ir
Po
or
0
Satisfaction with date and time of appointment
an
k
Bl
Ex
ce
lle
nt
oo
d
G
Ve
ry
G
oo
d
Satisfaction with date
and time of appointment
Fa
ir
Po
or
90
80
70
60
50
40
30
20
10
0
Full Survey results
Patient Survey 2011/12
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
Opening hours satisfaction
Telephone access
Satisfaction with date and time of appointment
See practitioner within 48 hours
See practitioner of choice
Speak to practitioner on phone
Comfort of waiting room
Waiting time in surgery
Satisfaction with visit
Warmth of greeting
Ability to listen
Explanations
Reassurance
Confidence in ability
Express concerns/fears
Respect shown
Time for visit
Consideration
Concern for patient
Self care
Recommendation
Reception staff
Respect shown
Information on services
Complaints/suggestions
Illness prevention
Reminder systems
Second opinion/complimentary medicine
Poor
3
28
12
16
14
10
5
20
5
4
3
4
5
2
6
2
3
4
4
2
3
2
3
2
9
3
7
8
Fair
22
52
28
34
55
37
22
56
2
8
14
10
12
11
5
8
12
10
9
13
10
14
7
13
17
9
20
12
Good
75
74
71
63
69
67
77
90
38
31
30
31
35
26
35
28
49
48
42
42
31
30
41
43
65
74
45
66
Very
Good
103
61
80
77
68
65
94
52
86
78
65
84
81
75
81
67
75
76
80
70
69
100
81
91
82
88
82
74
Excellen
45
28
57
51
34
42
51
24
109
121
128
111
107
129
107
137
105
93
98
99
118
102
108
83
46
57
65
42