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 Whinfield Medical Practice
national health service

Whinfield Medical Practice

Whinbush Way
Darlington
County Durham
DL1 3RT
Tel: 01325 481321

 

 

Whinfield Medical Practice

Patient Survey Results

 

 

2019 Patient Satisfaction  Survey

 

 

Many of the questions we ask are also covered in the NHS England GP Patient Survey which is conducted yearly by Ipsos MORI. The results for all GP Practices in England can be reviewed at www.gp-patient.co.uk. The latest GP Patient Survey was published in August 2018 and shows that Whinfield Medical Practice is rated by patients in line with the national average across most areas examined.

 

This year  we sent the draft survey to each member of our PPG for their approval and comments and once the survey was agreed we produced 100 copies for distribution to our patients. The survey was also available for completion on this website.

 

We received 101 replies either from the circulated surveys or via the website, which were analysed in-house and the results were discussed with our  PPG  for their comments and suggestions.

 

Summary of Survey Results

 

The main positive findings were:

 

96% of respondents thought the Reception team had either excellent or good knowledge to direct patients to the correct information/appointment.

91% of respondents felt that the GP/Nurse were excellent or good at explaining tests/treatments to patients.

83% of respondents thought that our reminder system for ongoing healthchecks was either excellent or good.

 

 

The main areas for improvement were:

 

Better telephone access 

Better access to booking of appointments

 

 

Practice Agreed Action Plan

 

In consultation with the members of the PPG a draft action plan was devised based on the results of the survey.

  • We will continue to promote the online bookings system and continue to offer appointments up to 4 weeks in advance:  Nurse/HCA appoitnments are now available via online booking.
  • We plan to promote all patient access options ie GP Access Clinic, E consultations.

 

 

The practice would like to thank all those who participated in completion of the survey and also the members of the Patient Participation Group for giving up their time to help with this initiative.

 

A full breakdown of all survey results  is given below.

 

Summary of Survey Results:

 

    PART 1 - About the Practice      
               
Please rate your level of satisfaction with:        
               
1. The practice's opening hours 2. The ease of contacting the practice by telephone
               
Excellent 41%     Excellent 23%    
Good  54%     Good  43%    
Fair 5%     Fair 29%    
Grand Total 100%     Poor 5%    
        No answer 1%    
        Grand Total 100%    
               
               
3. The opportunity of seeing a GP within 48 hours 4. The opportunity of seeing a GP of YOUR choice
               
Excellent 23%     Excellent 19%    
Good  38%     Good  35%    
Fair 31%     Fair 31%    
Poor 9%     Poor 11%    
Grand Total 100%     No answer 5%    
        Grand Total 100%    
               
               
5. The opportunity to speak to a GP on the telephone 6. The ease of access into the building
               
Excellent 23%     Excellent 68%    
Good  45%     Good  31%    
Fair 22%     Fair 1%    
Poor 3%     Grand Total 100%    
No answer 8%            
Grand Total 100%            
               
               
7. The level of cleanliness in the building 8. The comfort of the waiting room
               
Excellent 63%     Excellent 39%    
Good  36%     Good  55%    
Fair 1%     Fair 5%    
Grand Total 100.00%     No answer 1%    
        Grand Total 100%    
               
               
9. The length of time you have to wait to be called in for your appointment      
               
Excellent 15%            
Good  54%            
Fair 22%            
Poor 3%            
No answer 6%            
Grand Total 100%            

 


 

 

    PART 2 – About the Doctors and Nurses    
               
               
Thinking about the last time you saw a GP/Nurse/HCA at the practice please rate how good the clinician was at:
               
10.  Giving you enough time 11.  Asking about your symptoms
               
Excellent 56%     Excellent 56%    
Good  38%     Good  37%    
Fair 4%     Fair 5%    
Poor 1%     Poor 1%    
No answer 1%     No answer 1%    
Grand Total 100%     Grand Total 100%    
               
               
12.  Listening to you 13.  Explaining tests and treatments
               
Excellent 58%     Excellent 52%    
Good  34%     Good  39%    
Fair 6%     Fair 5%    
Poor 1%     Poor 2%    
No answer 1%     No answer 2%    
Grand Total 100%     Grand Total 100%    
               
               
14.  Involving you in decisions about your care 15.  Treating you with respect
               
Excellent 51%     Excellent 63%    
Good  38%     Good  31%    
Fair 6%     Fair 3%    
Poor 2%     No answer 3%    
No answer 3%     Grand Total 100%    
Grand Total 100%            
               
               
16.  Allowing you time to express concerns or fears 17.  Optional - Name of clinician you have seen
               
Excellent 51%     Dr Aidan Lavender 1%    
Good  39%     Dr Audrey Smith 4%    
Fair 6%     Dr Ellen Bruggink 9%    
Poor 1%     Dr Helen McLeish 5%    
No answer 3%     Dr Liz Carlton 5%    
Grand Total 100%     Dr Louise Russell 4%    
        Dr Reshma Hegde 4%    
        Dr Richard Harker 8%    
        HCA Sue Bailey 1%    
        Nurse Anna Pearson 1%    
        Nurse Christine Clarke 1%    
        Nurse Loz Greenwood 2%    
        Nurse Melanie Thompson 2%    
        No answer 53%    
        Grand Total 100%    
               

 

    PART 3 – About the reception staff      
               
Please rate your level of satisfaction with:          
               
18.  The manner in which you were treated by the reception staff 19.  The knowledge the staff had to direct you to the correct information/appointment
               
Excellent 59%     Excellent 50%    
Good  38%     Good  46%    
Fair 2%     Fair 3%    
No answer 1%     Poor 1%    
Grand Total 100%     No answer 1%    
        Grand Total 100%    
               
               
20.  The respect shown for your privacy and confidentiality 21.  The information provided about the practice’s services (such as repeat prescriptions, test results etc.)
               
Excellent 55%     Excellent 50%    
Good  39%     Good  43%    
Fair 3%     Fair 5%    
No answer 3%     No answer 3%    
Grand Total 100%     Grand Total 100%    

 

 

             

 

    PART 4 – Communication      
               
               
Please rate your level of satisfaction with:          
               
22.  The opportunity for making complaints or compliments to the practice about its service
and quality of care
23.  The information provided about how to prevent illness and stay healthy
               
Excellent 22%     Excellent 25%    
Good  29%     Good  64%    
Fair 8%     Fair 7%    
N/A 36%     No answer 4%    
No answer 6%     Grand Total 100%    
Grand Total 100%            
               
               
24.  The reminder systems for ongoing health checks 25.  The online booking appointments system
               
Excellent 37%     Excellent 19%    
Good  46%     Good  23%    
Fair 7%     Fair 4%    
Poor 1%     Poor 5%    
N/A 7%     N/A 41%    
No answer 3%     No answer 9%    
Grand Total 100%     Grand Total 100%    
               
               
               
26.  Ordering medication online 27.  The e-consultation service which allows you to consult with a GP online
               
Excellent 24%     Excellent 13%    
Good  23%     Good  19%    
Fair 3%     Fair 2%    
Poor 1%     N/A 57%    
N/A 43%     No answer 9%    
No answer 7%     Grand Total 100%    
Grand Total 100%            
               
               
28.  The website as a way of keeping you informed 29.  The GP Access Scheme which provides appointments on evenings and weekends 
               
Excellent 15%     Excellent 21%    
Good  22%     Good  22%    
Fair 5%     Fair 1%    
N/A 49%     Poor 1%    
No answer 10%     N/A 47%    
Grand Total 100%     No answer 9%    
        Grand Total 100%    
               
               
    PART 1 - About the Practice      
               
Please rate your level of satisfaction with:        
               
1. The practice's opening hours 2. The ease of contacting the practice by telephone
               
Excellent 41%     Excellent 23%    
Good  54%     Good  43%    
Fair 5%     Fair 29%    
Grand Total 100%     Poor 5%    
        No answer 1%    
        Grand Total 100%    
               
               
3. The opportunity of seeing a GP within 48 hours 4. The opportunity of seeing a GP of YOUR choice
               
Excellent 23%     Excellent 19%    
Good  38%     Good  35%    
Fair 31%     Fair 31%    
Poor 9%     Poor 11%    
Grand Total 100%     No answer 5%    
        Grand Total 100%    
               
               
5. The opportunity to speak to a GP on the telephone 6. The ease of access into the building
               
Excellent 23%     Excellent 68%    
Good  45%     Good  31%    
Fair 22%     Fair 1%    
Poor 3%     Grand Total 100%    
No answer 8%            
Grand Total 100%            
               
               
7. The level of cleanliness in the building 8. The comfort of the waiting room
               
Excellent 63%     Excellent 39%    
Good  36%     Good  55%    
Fair 1%     Fair 5%    
Grand Total 100.00%     No answer 1%    
        Grand Total 100%    
               
               
9. The length of time you have to wait to be called in for your appointment      
               
Excellent 15%            
Good  54%            
Fair 22%            
Poor 3%            
No answer 6%            
Grand Total 100%            

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