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.
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 telephone
| Excellent | 41% |
| Good | 54% |
| Fair | 5% |
| Grand Total | 100% |
| Excellent | 23% |
| Good | 43% |
| Fair | 29% |
| Poor | 5% |
| No answer | 1% |
| Grand Total | 100% |
3. The opportunity of seeing a GP within 48 hours
| Excellent | 23% |
| Good | 38% |
| Fair | 31% |
| Poor | 9% |
| Grand Total | 100% |
4. The opportunity of seeing a GP of YOUR choice
| Excellent | 19% |
| Good | 35% |
| Fair | 31% |
| Poor | 11% |
| No answer | 5% |
| Grand Total | 100% |
5. The opportunity to speak to a GP on the telephone
| Excellent | 23% |
| Good | 45% |
| Fair | 22% |
| Poor | 3% |
| No answer | 8% |
| Grand Total | 100% |
6. The ease of access into the building
| Excellent | 68% |
| Good | 31% |
| Fair | 1% |
| Grand Total | 100% |
7. The level of cleanliness in the building
| Excellent | 63% |
| Good | 36% |
| Fair | 1% |
| Grand Total | 100% |
8. The comfort of the waiting room
| Excellent | 39% |
| Good | 55% |
| Fair | 5% |
| 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
| Excellent | 56% |
| Good | 38% |
| Fair | 4% |
| Poor | 1% |
| No answer | 1% |
| Grand Total | 100% |
11. Asking about your symptoms
| Excellent | 56% |
| Good | 37% |
| Fair | 5% |
| Poor | 1% |
| No answer | 1% |
| Grand Total | 100% |
12. Listening to you
| Excellent | 58% |
| Good | 34% |
| Fair | 6% |
| Poor | 1% |
| No answer | 1% |
| Grand Total | 100% |
13. Explaining tests and treatments
| Excellent | 52% |
| Good | 39% |
| Fair | 5% |
| Poor | 2% |
| No answer | 2% |
| Grand Total | 100% |
14. Involving you in decisions about your care
| Excellent | 51% |
| Good | 38% |
| Fair | 6% |
| Poor | 2% |
| No answer | 3% |
| Grand Total | 100% |
15. Treating you with respect
| Excellent | 63% |
| Good | 31% |
| Fair | 3% |
| No answer | 3% |
| Grand Total | 100% |
16. Allowing you time to express concerns or fears
| Excellent | 51% |
| Good | 39% |
| Fair | 6% |
| Poor | 1% |
| No answer | 3% |
| Grand Total | 100% |
17. Optional – Name of clinician you have seen
| Dr Aidan Lavender | 1% |
| Dr Audrey Smith | 4% |
| Dr Ellen Bruggink | 9% |
| Dr Helen McLeish | 5% |
| Dr Liz Carlton | 5% |
| Dr Louise Russell | 4% |
| Dr Reshma Hedge | 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
| Excellent | 59% |
| Good | 38% |
| Fair | 2% |
| No answer | 1% |
| Grand Total | 100% |
| 19. The knowledge the staff had to direct you to the correct information/appointment |
| Excellent | 50% |
| Good | 46% |
| Fair | 3% |
| Poor | 1% |
| No answer | 1% |
| Grand Total | 100% |
20. The respect shown for your privacy and confidentiality
| Excellent | 55% |
| Good | 39% |
| Fair | 3% |
| No answer | 3% |
| Grand Total | 100% |
21. The information provided about the practice’s services (such as repeat prescriptions, test results etc.)
| Excellent | 50% |
| Good | 43% |
| Fair | 5% |
| No answer | 3% |
| 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
| Excellent | 22% |
| Good | 29% |
| Fair | 8% |
| N/A | 36% |
| No answer | 6% |
| Grand Total | 100% |
23. The information provided about how to prevent illness and stay healthy
| Excellent | 25% |
| Good | 64% |
| Fair | 7% |
| No answer | 4% |
| Grand Total | 100% |
24. The reminder systems for ongoing health checks
| Excellent | 37% |
| Good | 46% |
| Fair | 7% |
| Poor | 1% |
| N/A | 7% |
| No answer | 3% |
| Grand Total | 100% |
25. The online booking appointments system
| Excellent | 19% |
| Good | 23% |
| Fair | 4% |
| Poor | 5% |
| N/A | 41% |
| No answer | 9% |
| Grand Total | 100% |
26. Ordering medication online
| Excellent | 24% |
| Good | 23% |
| Fair | 3% |
| Poor | 1% |
| N/A | 43% |
| No answer | 7% |
| Grand Total | 100% |
27. The e-consultation service which allows you to consult with a GP online
| Excellent | 13% |
| Good | 19% |
| Fair | 2% |
| N/A | 57% |
| No answer | 9% |
| Grand Total | 100% |
28. The website as a way of keeping you informed
| Excellent | 15% |
| Good | 22% |
| Fair | 5% |
| N/A | 49% |
| No answer | 10% |
| Grand Total | 100% |
29. The GP Access Scheme which provides appointments on evenings and weekends
| Excellent | 21% |
| Good | 22% |
| Fair | 1% |
| Poor | 1% |
| N/A | 47% |
| No answer | 9% |
| Grand Total | 100% |