Patient Survey Results 2012

The Practice has been asked to discuss with our Patient Representative Group the results of a recent patient survey we carried out and formulate some actions to take forward over the coming year until we carry out another survey. It should be noted that the practice is delighted with the way our patients have supported our attempts to provide an excellent service but we have taken on board all of the comments and suggestions and have agreed a plan with the Patient Representative Group. The main points from the survey and the Patient Representative Group are bulleted here.

  • The practice has a patient forum made up of male and female members of both working and retirement age who come from across the whole of the area covered by the practice.
  • The practice advertised in the practice waiting room for any registered patient to join the representative group and this is still open to patients willing to join the group and help in the development of the practice. The clinicians asked some of the patients they were attending to if they would like to consider becoming a member of the forum.
  • The group, at its first meeting, was asked what brought them to the practice group and what they would like to achieve whilst attending the meetings. This gave the group an opportunity to drive the agenda for the meetings. The previous patient forum minutes were brought up in order to ensure there were no outstanding actions. The group were asked to consider any objectives they would like to be considered.
  • The practice used a standard approved patient questionnaire in order to seek the views of a sample of its patient population who attended the surgery during January and February of 2012. The results were collated and circulated in the practice.
  • The patient group were asked to consider the report produced from the survey and their opinions and suggestions were fed back to the practice at a meeting in March held to discuss the results of the survey and produce an action plan for the coming year which considered the areas the patients survey suggested needed to be considered.
  • The patient group was happy with the patient survey report and suggested that the practice was well respected and the survey showed the practice in a good light and in particular in access to the practice Waiting times whilst at the practice were impressive, in the care and treatment given and the services provided by the practice for its patients.
Practice  score National  benchmark
Q2. Satisfaction with receptionists 77 77
Q3a. Satisfaction with opening hours 75 67
Q4b. Satisfaction with availability of particular doctor 63 60
Q5b. Satisfaction with availability of any doctor 68 69
Q7b. Satisfaction with waiting times at practice 69 57
Q8a. Satisfaction with phoning through to practice 74 59
Q8b. Satisfaction with phoning through to doctor for advice 66 61
Q9b. Satisfaction with continuity of care 77 69
Q10a. Satisfaction with doctor’s questioning 89 81
Q10b. Satisfaction with how well doctor listens 90 84
Q10c. Satisfaction with how well doctor puts patient at ease 91 84
Q10d. Satisfaction with how much doctor involves patient 90 81
Q10e. Satisfaction with doctor’s explanations 91 83
Q10f. Satisfaction with time doctor spends 88 80
Q10g. Satisfaction with doctor’s patience 90 84
Q10h. Satisfaction with doctor’s caring and concern 90 84
Q11a. Ability to understand problem after visiting doctor 76 69
Q11b. Ability to cope with problem after visiting doctor 70 66
Q11c. Ability to keep healthy after visiting doctor 65 61
Q12. Overall satisfaction with practice 86 62
  •  The table above shows good patient satisfaction levels across the full range of services including waiting times, availability, opening hours, care given which all culminates in a high overall satisfaction with the practice as shown by the responses to Question 12

We discussed the report with the Patient Forum who gave us this feedback :

“The practice was shown in a very good light by those who responded.”
“Waiting times whilst at the practice were impressive”
“Availability of the clinicians was very good.”
“The patients received a very good service from the practice.”
“The forum discussed the request for additional hours from the patients”


Q3b. Additional hours requested Number of responses
Mornings 5
Lunchtime 1
Evenings 22
Weekends 32
None 101


  • The above table shows that the vast majority of respondents were satisfied with our opening hours as also shown by the response to Question 3a in the top table.
  • Some patients did suggest that the practice opened at weekends so we discussed this with the patient group.

The patient group suggested that the practice consider why weekend opening was requested by the patients. We looked at the response in more detail and noted that 70% of those who responded asking for weekends were either retired or unable to work and the patient group felt that better communication targeting these groups would be more appropriate rather than increased or changed opening hours.

Thus the patient group has asked the practice to set an action plan for the coming year to consider how to best inform the elderly how they can be cared for by a doctor at weekends when the GP surgery is closed. This should ease the worry from this group that they will not have any care when the surgery is closed.

The practice has agreed to improve its notices to patients advising them how they can access care at times when the surgery is closed.

  • The patient survey asked for Mornings and Evenings to be provided

The Patient Forum agreed that the practice was meeting this request already but should take note if considering any change to the services provided.

Currently there are no other actions resulting from this patient survey which the practice or the PCT will need to take. The patient survey will be repeated in another year and the practice will hope to have improved its communications so that the elderly population feel more comfortable with how to access care throughout the weekend.

Just as a reminder, this is how patients can access our service

  1.  The practice reception is open from 8:30am to 5:30pm every day and all telephone calls to the practice should be made by dialling (0191) 5193000
  2. Please ask reception how to register for Emis Access which will allow you to book appointments and order prescriptions over the internet.
  3. Surgeries are by appointment only and made by telephone, in person or ask at reception for online appointment booking.
  4. If your problem is an emergency tell the receptionist and you will be seen the same day.
  5. You may see any doctor you choose, but we do suggest you see the same doctor whenever possible.
  6. If you would like your child to be examined, please loosen outer garments whilst waiting to see the doctor.
  7. If you have a minor ailment please book an appointment with our Nurse Practitioner.
  8. The practice provides some out of hours access as agreed with the PCT and are available from 7 to 8am on Tuesday and  Wednesday mornings; we are also available between 6 and 7pm every Thursday evening and every other Monday evening. Please contact our reception to book your appointment.

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