Stakes Lodge Surgery

Patient Reference Group

Survey Results

• The Survey was sent to 212 patients either by email or post

• From these surveys, 112 patients responded

The purpose of this survey

is to find out what our patients

think of the service we provide and as a

result for the Practice

to look at any areas in which

we may be able to improve

The results are as follows:-

How satisfied are you with the hours that the Surgery is open?

68%

30%

2% 0%

Very satisfied

Fairly satisfied

Fairly dissatisfied

Very dissatisfied

Are you satisfied with the extended hours service that we are offering to patients?

96%

4%

Yes No

Please indicate which extended hours times are most satisfactory to you

369 6

28

3856 67

49

0102030405060708090

Monday 7:15 -

7:45am

Monday 6:30 -

7:00pm

Thursday6:30 -

7:10pm

Saturdayone permonth

Mostsatisfactory

Leastsatisfactory

In general, how easy is it to get through to the surgery on the phone?

21%

59%

20% Very easy

Fairly easy

Not very easy

When contacting the surgery how easy have you found the following:-

10

5945

2652

21

0

20

40

60

80

100

120

To make an appointment with aDoctor on the phone

To make an appointment with aNurse on the phone

Very Easy

Fairly Easy

Not veryEasy

The last time you wanted to see a Doctor fairly quickly were you able to see a doctor on the same day or in the next two days?

76%

24%

Yes No

If you were not able to be seen on the same day or in the next two days, why was that?

59%

6%

26%

9%

There were not anyappointmentsavailableTimes offered didnot suit

Appointment waswith a doctor who Idid not want to seeAnother reason

If you need to see a doctor urgently, can you normally get seen on the same day?

84%

16%

Yes No

In the past six months have you tried to book an appointment a week or more

ahead?

69%

31%

Yes No

When you did try to book an appointment a week or more ahead were you able to get an

appointment?

67%

33%

Yes No

If you answered NO to Question 11 and were not able to book an appointment a

week or more ahead, why was that?

38%

9%18%

35%

There were not anyappointmentsavailableTimes offered did notsuit

Appointment was witha doctor who I did notwant to seeAnother reason

How long do you usually have to wait at the surgery for your consultation to begin?

2.9%

36.9%

11.7%

3.9%

47.6%

5 minutes orless

5 to 10minutes

10 to 20minutes

20 to 30minutes

More than30 minutes

Having answered Question 13 please now rate your answer.

The below figures are shown as average ratings

5.294.36

3.042.00

1.45

0.00 1.00 2.00 3.00 4.00 5.00 6.00

5 minutes or less

10 - 20 minutes

More than 30 minutes

The last time you saw a doctor at the surgery how good was the doctor at each of

the following:-

8 8 8 11 13 10 9

24 24 21 2229

21 20

67 68 69 65 56 68 68

0

20

40

60

80

100

120

Giv

ing

you

enou

ghtim

e

List

enin

g

Invo

lvin

gyo

u in

deci

sion

sab

out y

our

Tak

ing

your

prob

lem

serio

usly

Very good

Good

Average

Poor

Very poor

The last time you saw a Practice Nurse at the surgery how good did you find the

Practice Nurse at each of the following?

18 17 18 18 2017 19

72 68 72 69 65 72 67

0102030405060708090

100

Giv

ing

you

enou

ghtim

e

List

enin

g

Invo

lvin

gyo

u in

deci

sion

s

Tak

ing

your

prob

lem

Very good

good

Average

Poor

Very poor

Have you had a discussion in the past 12 months with a Doctor or Nurse about how best to deal with your health problems?

78%

22%

Yes No

Do you think that having these discussions with your doctor or nurse has helped improve how you

mange your health problems?

53%38%

3%

6%

Yes

To some extent

No

Dont know

How do you rate the way you are treated on arrival at the surgery?

0%0% 7%

26%

44%

23%Very Poor

Poor

Fair

Good

Very good

Excellent

How do you rate the way you are dealt with when telephoning the surgery?

3%11%

44%

14%

28%

Very poor

Poor

Fair

Good

Very good

Excellent

Overall, if you have a query that needs dealing with by a member of staff, how satisfied are you

with the level of customer service that you receive?

64%

30%

4%

2%

Very satisfied

Fairly satisfied

Very dissatisfied

Fairly dissatisfied

How easy do you find getting into the building at the surgery?

84%

16%

0%

0% Very easy

Fairly easy

Not very easy

Not at all easy

How good is the signage enabling you to find your way to the doctor or nurses room?

54%36%

8% 2%Very good

Good

Poor

Very poor

Which of the following do you use to find out information about the practice and the services we

provide?

24.0%

44.0%

26.0%

46.0%

6.0%

Website By telephoning SurgeryBooklet

Notice Board Other

How do you rate the way in which information about the practice and its

services are provided?

3% 7%

39%42%

9%Very poor

Poor

Good

Very good

Excellent

Survey Findings

• We have identified 2 areas based on the results that we feel we need to improve as follows:-

• Change of 0844 Telephone Number

• Offering Nurse Telephone Appointments

62 % of patients were either dissatisfied or very dissatisfied with the surgery having an 0844 telephone number due to the cost involved when telephoning the surgery. As we wish to meet the needs of our patients where possible the surgery will change from its current 0844 number to an 02392 telephone number as from the 19th of March 2012.

59% of patients felt that it is not very easy to speak with the nurse on the telephone. We do not currently have telephone slots available to book with the nurses. We therefore intend to offer telephone appointments to patients as from 12th March 2012

We would like to thank you for your time

in reading the results of this Survey.

Results of this patient survey can also be viewed on our website at

www.stakeslodgesurgery.co.uk