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2014 Patient Survey Results Posted on 26 Mar 2015

DORDON & POLESWORTH GROUP PRACTICE

Action Plan - Improving the Practice Questionnaire 2014-15

The practice has made a great effort to improve services offered at the practice. The Patient Participation Group decided it would be best to use the same survey as the previous year so an easy comparison of the results from the two years could be made.

The survey was conducted over a two week period in December 2014 and a further two weeks in January 2015 by asking patients who attended the surgery to complete the questionnaire whilst visiting the surgery.

There are a number of things the practice wish to improve and we have put an action plan in place to help improve the overall patient experience.

 

DORDON & POLESWORTH GROUP PRACTICE

Action Plan 2014-15

Area For Improvement

Action Agree

Responsibility + Timescale

 

On Line booking of Appointments

 

From 1st April 2015 the practice will offer on line booking for appointments to see GP’s

 

 

Practice

1st April 2015

 

Patient Experience

 

Practice has invited Health Watch Warwickshire to come to the surgery and talk to the patients regarding their personal experience at the surgery

 

 

Practice Manager

13th April 2015

 

Call system

 

Review call system to remove cards – get quote for GP calling system

 

 

Practice Manager

Timescale depends on quote

 

 

Texting Service

 

 

 

 

Need to increase number of patients that have consented for text reminders and messaging

 

Practice

On going

DORDON & POLESWORTH GROUP PRACTICE

 

“Improving the Practice” Questionnaire  2014-15 Results

 

Access to a Doctor or Nurse

POOR

SATISFACTORY

GOOD

Not indicated

When you rang to make your appointment how easy was it to get through?

64

19.69%

149

45.85%

103

31.69%

9

2.77%

Length of time you had to wait for an appointment

16

4.92%

132

40.62%

148

45.54%

29

8.92%

 

 

Access to a Doctor or Nurse

POOR

SATISFACTORY

GOOD

Not indicated

Convenience of day and time of your appointment

18

5.54%

143

44%

160

49.23%

4

1.23%

Length of time spent in surgery waiting to be seen by the Doctor or Nurse

30

9.23%

169

52%

80

24.62%

46

14.15%

Opportunity of speaking to a Doctor or Nurse on the telephone when necessary

42

12.92%

122

37.54%

73

22.46%

88

27.08%

Chance of seeing a Doctor within 48 hours

 

39

12%

111

34.15%

144

44.31%

31

9.54%

 

 

 

YES

No

Not indicated

Are you aware you can pre-book an appointment with the doctor or Nurse

 

194

58%

 

129

41.33%

 

2

0.67%

 

 

Medicines Waste – Waste medicines cost the West Midlands £35 million pounds per year. You should only order what you need. Medicines do go out of date.

 

 

YES

NO

Not indicated

Before ordering your repeat medication do you check that you don’t have a stock in your medicines box?

 

262

80.62%

 

16

4.92%

 

47

14.46%

 

 

Obtaining a repeat prescription

POOR

SATISFACTORY

GOOD

Not indicated

Prescription ready on time

 

12

3.69%

68

20.92%

163

50.15%

82

25.24%

Prescription correctly issued

 

7

2.15%

61

18.77%

162

49.85%

95

29.23%

 

Any comments on prescription service:

Good

When a different company, they get the tablets from they are often a different shape or size, very confusing

Unfortunately on several occasions I have not had all the items

Have experienced lost prescriptions or mislaid causing delay

Have to rely on another pharmacy and have to call them to remind

I am lucky as I get my repeat prescription through chemist. My mom however has to regularly order hers and then gets them delivered to chemist. Very often there is no doctor on at Polesworth where she lives and sometimes prescriptions are delayed.

No very good service

Hospital a bit slow on increasing medication – to inform doctor causes confusion

I feel that prescribing one months’ worth of tablets at a time is a waste of time and effort for both parties, by all means monitor a change or new prescription monthly but once stabilised three months could be given at a time as in many other practices

Dislike not being able to obtain from surgery inconvenient to have to go to Lloyds

Repeat very slow process never ready –Polesworth

I collect mine from Polesworth mine is a repeat with only two items on many occasions I have gone to collect it and it either hasn’t been done or it is wrong

Realistically you need to allow five working days

Occasionally prescriptions end up at wrong chemist

Keep getting slips to have meds checked but can’t get a doctor’s appointment to do so around working hours. The only reason I’m here today on a weekday is because I’m recovering from an operation

The system encourages waste because items come automatically if they don’t get crossed off on the previous prescription

Could have explained a lot better to make it easier, didn’t know if I was picking it up here or next door

Use Lloyds at Dordon – excellent

Good

Not sure where prescription is doctors or chemist – not sent to chemist quick enough

Use internet and find it good

Very efficient

Not used for some time

Good

Very good

Sometimes items are missed for no apparent reason

Let down by chemist service

Excellent

They are very good and polite

Prescription service good always ready

Very good service from Grendon Pharmacy

 

Obtaining test results

YES

NO

Not indicated

Were you informed when to contact us for your results?

164

50.46%

45

13.85%

116

35.69%

Results available when you contacted us

 

165

50.77%

29

8.92%

131

40.31%

 

About the staff

POOR

SATISFACTORY

GOOD

Not indicated

The manner in which you are treated by the reception staff?

9

2.77%

87

26.77%

197

60.61%

32

9.85%

The information provided by other practice staff?

6

1.85%

100

30.77%

167

51.38%

52

16%

The helpfulness of other staff?

 

7

2.15%

93

28.61%

171

52.62%

54

16.62%

 

Access to a Doctor or Nurse

POOR

SATISFACTORY

GOOD

Not indicated

On your last visit do you feel you were treated with dignity and respect?

 

5

1.54%

68

20.92%

219

67.39%

33

10.15%

 

Comments on how we could improve our service:

Receptionist was very unhelpful – would not give info and wasn’t prepared to help with urgent appointment needed when stuck in very bad traffic – no understanding and didn’t inform nurse I would still be available

Most of the time when phoning for an appointment, I feel I am being a nuisance, especially if asking for a specific doctor or a specific day and time. I really don’t like coming to the Dordon surgery, much prefer the staff and atmosphere of the Polesworth surgery.

Alison nurse is always very friendly and helpful

More available appointments for people at work

Appointments available later in the day so less need for time off work or reserving earlist appointments for working patients

Last times (numerous) waiting has been very excessive

More appointments available – if doctors are behind schedule, someone to advise patients

Locum was rude

Phone service in morning

I feel the Polesworth practice could do with opening more hours

More pre-bookable appointments with doctor of choice. Open weekends to assist employed in getting appointment out of work hours

Perhaps sent text/email to advise results received by surgery

Taking time to listen to your problems/symptoms as often you feel you are not. Some of us put off seeing the doctor rather than being fobbed off

Abrupt in their attitude, made to feel as I need to justify my illness

Because you have to ring on the day it is difficult to get a good time as I have 2 small children. Whatever time I get I always seem to be waiting a long time. If you could call and book an appointment for following day that would be better. Also would be good to be able to use Polesworth surgery too

Appointment booking more available in advance

Nothing very satisfied

Stopped using Polesworth surgery. I have found the staff on reception (one lady in particular) very unhelpful and obstructive, even rude over a number of years.

Dordon team is very good.

Asthma nurse is outstanding

The availability of appointments for people who work and cannot come to morning surgery would be fantastic, as afternoon appointment are only for emergencies

Have a call waiting system, so placed in a queue

Rang this morning and no appointments left rang Polesworth doctor and got an appointment for the Dordon surgery – how is this possible

Receptionist in Dordon very poor, tuts and huffs down the phone (not the young blond lady, she is the most helpful and pleasant)

The service from doctors, nurses and staff is generally good, and the receptionist are really helpful at trying to accommodate requests. The biggest issue us with the appointment system which is out dated. Also as a Polesworth resident I feel I should be able to have access to Polesworth surgery

Feel at the end of the day the doctors are tired and ready to go home

More doctors so evenings could be an option to get an appointment and Saturday mornings like it has been in the past.

Certain doctors could work on their people skills and not be so dismissive

Longer opening hours. Flexibility with booking appointments  better out of hours support

Instead of all the reception staff being on the phone and you can wait some considerable time to obtain your number or to book a repeat visit

Possible evening appointments

On line appointments

Longer opening hours (eg 6pm) so that full time working people could access

Repeat prescription process

Telephone conversation with GP – for example increasing /change dosage of medicine

Do feel that the surgery at Polesworth could be better used – lots of people have access problems getting up to Dordon. Would like to see more afternoon and evening surgeries to avoid having to take time off work/school for routine appointments

Waiting service in the mornings. Husband works 30 miles away so if urgent no access to see doctor same day

I appreciate doctors are busy, but sometimes I have to wait well after appointment time

Why is the pre-booking of appointments not more widely advertised? Having to phone repeatedly at 8 in a morning is very awkward, especially when you’re ill or have to try and fit in work! Could there be occasionally (eg twice weekly) evening appointments for those in work?

Dr Waddah is brilliant

Spend a bit longer with doctor to discuss your illness and not feel rushed and Dr Gupta very rude!

Being able to book your own appointment on line – not being told 3 mornings running that you cannot book ahead with a doctor despite excessive bleeding from polyps – when on this form it says you can

I’m very satisfied with your practice

So many different doctors, don’t feel there is any consistence/personal service, they don’t get to know you/you know them

Stop treating us as though we are all brainless! Some of us are intelligent, educated and community minded – we just chose not to be doctors. In general there is a lack of trust that patients will get an accurate diagnosis

Misleading colour codes on number cards/display boards (i.e. duty doctor wrong colour) number cards. Not very healthy, passed from person to person every day

I drove here to make the appointment today as I have difficulty ringing through to make the appointment with the doctor I wish to see

Some of the doctors do not have time or no not  listen to what I am saying

On this occasion making an appointment for my daughter was quick but I usually takes forever to get through in the phone to make appointments

 

 

YES

NO

Not indicated

Were you aware that the practice had a website?

146

44.92%

145

44.62%

34

10.46%

Did you know you can order your repeat prescriptions on line?

82

25.23%

208

64%

35

10.77%

Would you book appointments  on line if available?

218

67.08%

78

24%

29

8.92%

Are you aware of the practice texting service?

183

56.31%

 

116

35.69%

26

8%

If you have signed up for the text messaging service have you found it helpful?

142

43.69%

40

12.31%

143

44%

 

And finally

POOR

SATISFACTORY

GOOD

Not indicated

My overall satisfaction with this Practice.

14

4.31%

150

46.15%

133

40.92%

28

8.62%

 

Any further comments:

Availability of appointments – future appointments not much choice offered when calling to book to see GP

Always find it difficult to see the doctor of choice. Have to queue up outside surgery at Dordon to try and get an appointment. Waste of time trying to phone. They seem to be able to book you an appointment at their convenience but not for you. Would like to be able to book appointment in advance for some things

Trying to find the doctor of choice is very difficult ringing at 8am onwards can be a nightmare and very off putting even if one waits one week to ring

Nobody seems to appreciate the need for continuity ie seeing the same doctor each time for related conditions

Good service covers a large area

Don’t like standing outside waiting to open at 8am could open foyer

Surgery hours would be useful if extended, maybe a late night one day a work

Possible limited evening surgery and Saturday morning

In the past I have had very good service

The reception area is always clean and tidy and warm if there was a letter box outside it might help so people could drop prescriptions and forms in etc. update the colour coded calling system

Dr Jacob has been great support to me during some difficult times. The appointments are never rushed and seeing the doctor on each appointment has helped my recovery. I would like to say thank you to her for the great work she does in a very difficult job.

Receptionists are always pleasant, friendly and very helpful. Linda always goes that extra mile to help patients.

A late night surgery would be very helpful

Need to come up to 21st century to book on line and not be a fight for an appointment at 8am every morning – to be told by the time you get through at 8:15am that there are no appointments available. NOT receptionist fault – I really do appreciate that!

The lack of pre-booking of appointments has been a long running issue and the signs up on reception re non-attendance are phrased in an aggressive yet condescending tone

Customer service could be better

All good apart from trying to get through to book an appointments

Staff do not offer a pre-booked appointment, they tell you to ring 8am next day, unless doctor has told you to whilst at surgery

Myself and my late husband have always had good help from doctors, nurses and staff. We can’t thank them enough.

You can never see the doctor of your choice! Always duty doctor

It is important to see the doctor of your choice. In an urgent situations I accept that you would see an available doctor

I find the actual surgery waiting room, could do with being a bit  more welcoming

No clinical waster bin for use – open waste bin not good idea. Germ spreading number system see kids sucking peg number cards

I need to book an appointment for next day (but told must book same morning) not good

Never had any issues here moved from Aldergate

Apart from waiting times and difficulty booking on the day

Waiting room is very pleasant. More light/bright than Dordon and more relaxing

Communication issues experienced with doctors/nurses and the giving of results. Investment in touch screen technology to book in for arrival to free up reception

Generally very good – would probably appreciate more advice on healthy living

The surgery needs updating and decorating. The reception area especially. The reception desk is not very private when the staff ask for telephone numbers, personal details etc

Prior to registration with surgery was a little concerned about comments on website which I’m pleased to say appear unfounded

If appointment and system is sorted, I’m sure everything else would run smoother. Also I think it’s unfair that the receptionist have to put up with some of the attitudes of some patients due to the appointments system.

Feel like some doctors don’t take you seriously

Need more appointments you pre book with

I’ve always been able to get an appointment on the day I’ve phoned, which I think is fantastic. Staff are always pleasant and helpful – thank you

At times unable to see doctor, need evening surgeries for workers

I am fairly new to this practice and so far am happy with the treatment I’ve received

Think all staff work hard as they can with the number of patients – just feel that service could be more accessible

Waste of time most appointments and the five minute one complete waste

Some of the areas of this form are not applicable to me and will not be applicable to all responders. Maybe a “this does not apply to me” box should be introduced – then you will know why people have not responded to some sections

Long time to get through on phone normally

Staff on whole good and polite when I ring or call – thank you

Staff always friendly polite and helpful

Doctors always give excellent service

Very happy with service provided

Great

Appointment booking is very difficult exercise – there must be a better way than constant

re-dialling

Patents do not realise what a good service you provide compared to other places

I think we are lucky to have such a practice

The following questions provide us only with general information about the range of people who have responded to this survey. It will not be used to identify you, and will remain confidential.

Are you filling in this questionnaire on behalf of:

Yourself

 

Your Child

 

Your spouse or

partner

 

Another relative or friend

 

Not Indicated

279

85.85%

9

2.77%

2

0.61%

3

0.92%

32

9.85%

How old are you?

0-10

11-20

21-30

31-40

41-50

51-60

61-70

71-80

81-90

Not Indicated

 

4

1.23%

12

3.69%

26

8%

48

14.77%

60

18.46%

57

17.54%

49

15.08%

32

9.85%

12

3.69%

25

7.69%

 

                               

 

 

Male

Female

Not Indicated

Are you male or female?

92

28.31%

209

64.31%

24

7.38%

 

Practice website: www.dordonsurgery.co.uk

 

© Dordon and Polesworth Group Practice 2017
Dordon Surgery - 162 Long Street, Dordon, Tamworth, Staffordshire, B78 1QA
Polesworth Surgery - High Street, Polesworth , Tamworth, Staffordshire, B78 1DU
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