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This survey gathered patient views to develop an Action Plan addressing their needs. Key findings include long waiting room queues, late appointments for commuters, décor and seating issues, and problems with phone accessibility. Appointments, décor, "My Doctor," and reception were the most common concerns mentioned.
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Cedars Surgery Patient SurveyResultsMarch 2014 Confidential: Not to be copied or distributed without permission
Objective • Purpose of this survey is to • Gather a range of patient views from within the practice via a short questionnaire. • Develop an Action Plan to address the patient’s needs and suggestions gathered via the questionnaire.
How it was managed • Between 1st and 28th February 2014 • Handed out/ available in the Practice • Posted on Practice website to be completed online • How many • 298 responses collected • vs. 9300 list size
Headlines • Key findings • Queues in the waiting room were a big feature • On-line accessibility was not mentioned so much this year • Real issues for patients included: • Late appointments for commuters • The décor and the seating in the waiting room • Problems in getting through on the phone • Not enough appointments • The check in machine not working
Participants were a good mix of ages with the majority in the 35-74 range, whilst almost twice as many women responded as men
Participants were predominantly white (British/Irish)and half of respondents (49%) had someone with a long standing illness in their household
Over 90% are satisfied with the Cedars Surgery, but 6%are not “Have dealt with the surgery recently and seen different doctors and nurses, all very kind and helpful.” “To be able to see the doctor you want to see. Quicker phone answering. Quicker appointments. Long wait to book in, check in not working”
Availability and flexibility of appointments is a key issue (as it is in every practice) but consistency in seeing ‘your own’ doctor are particular issues for Cedars. Reliability of the check in machine could be improved too. “Being able to book an appointment at a time to suit me and within 24 hours” “To get an appointment with a doctor without waiting weeks” “Getting an appointment with the doctor, not being offered a phone call” # Appointments # “My Doctor” # Decor “Being able to have consistency in cover of care and seeing the same doctor for an on-going problem without having to wait sometimes weeks for an appropriate appointment to see that doctor.” “Brighten the décor and lighting” If there was one improvement that could be made at this surgery what would you like it to be? “More ventilation or air circulation” “Physical environment like chairs, wallpapers need updating” “A patient does prefer to see their own doctor as he knows, in my case, the history of me, and my family and my elderly parent as we are all patients of his.” # Reception “Check in for appointments improved as auto system never works and there is a long queue to book in as just 1 queue for all enquiries” # Waiting time “To be seen on you appointment time not 15 20 30 mins later, we all have busy lives” Comment Count: Appointments 19, Décor 13, “My Doctor” 13, Reception 12, Waiting time 10, Telephone 8, Doctor 7, Opening times 5, Privacy 4, Prescriptions 3, Access 2, Respect 1
