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2012 Patient Survey Results Posted on 7 Mar 2012

DORDON & POLESWORTH GROUP PRACTICE

 “Improving the Practice” Questionnaire 

INTRODUCTION

This questionnaire is designed for issue to practice patients to assess the service provided.

QUESTIONNAIRE

You can help the Practice to improve its service.

  • The Doctors and staff welcome your feedback
  • Please do not write your name on this survey
  • Please read and complete this survey while waiting for your appointment

 QUESTIONNAIRE RESULTS

PLEASE RATE EACH OF THE FOLLOWING AREAS BY TICKING ONCE ON EACH LINE:

 

 

No experience

Poor

Fair

Good

Very Good

Excellent

Access to a Doctor or Nurse

1.  Speed at which the telephone was answered initially

 

1

2

3

4

5

Number of responses

16

27

77

116

39

25

 

5.3%

9%

25.7%

38.7%

13%

8.3%

2.  Speed at which the telephone was answered if call transferred

 

1

2

3

4

5

Number of responses

111

16

46

80

33

14

 

37%

5.3%

15.3%

26.7%

11%

4.7%

3.  Length of time you had to wait for an appointment

 

1

2

3

4

5

Number of responses

5

40

62

86

58

49

 

1.7%

13.3%

20.7%

28.7%

19.3%

16.3%

4.  Convenience of day and time of your appointment

 

1

2

3

4

5

Number of responses

4

32

42

111

71

40

 

1.3%

10.7%

14%

37%

23.7%

13.3%

5.  Length of time waiting to check in with Reception

 

1

2

3

4

5

Number of responses

1

7

28

93

97

74

 

0.4%

2.3%

9.3%

31%

32.3%

24.7%

6.  Chance of seeing a Doctor within 48 hours

 

 

1

2

3

4

5

Number of responses

22

37

43

72

62

64

 

7.4%

12.3%

14.3%

24%

20.7%

21.3%

7.  Length of time waiting to see the Doctor or Nurse

 

1

2

3

4

5

Number of responses

32

26

88

89

43

22

 

10.7%

8.7%

29.3%

29.7%

14.3%

7.3%

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

 

1

2

3

4

5

Number of responses

126

46

43

48

25

12

 

42%

15.3%

14.3%

16%

8.4%

4%

9.  Opportunity of obtaining a home visit when necessary

 

1

2

3

4

5

Number of responses

188

29

24

31

19

9

 

62.7%

9.7%

8%

10.3%

6.3%

3%

 

 

Obtaining a repeat prescription

 

10. Prescription ready on time

 

 

1

2

3

4

5

Number of responses

61

5

15

72

74

73

 

20.3%

1.7%

5%

24%

24.7%

24.3%

11. Prescription correctly issued

 

1

2

3

4

5

Number of responses

58

3

6

74

81

78

 

19.3%

1%

2%

24.7%

27%

26%

12. Handling of any queries

 

1

2

3

4

5

Number of responses

87

12

25

60

71

45

 

29%

4%

8.3%

20%

23.7%

15%

Obtaining test results

13. Were you told when to contact us for your results?

 

1

2

3

4

5

Number of responses

109

22

27

83

41

18

 

36.3%

7.3%

9%

27.7%

13.7%

6%

14. Results available when you contacted us

 

1

2

3

4

5

Number of responses

113

22

31

79

38

17

 

37.7%

7.3%

10.3%

26.3%

12.7%

5.7%

15. Level of satisfaction with the amount of information provided

 

1

2

3

4

5

Number of responses

100

13

37

86

48

16

 

33.3%

4.3%

12.3%

28.7%

16%

5.4%

16. Level of satisfaction with the manner in which the result was given

 

1

2

3

4

5

Number of responses

101

13

27

81

55

23

 

33.7%

4.3%

9%

27%

18.3%

7.7%

 

About the staff

17. The manner in which you are treated by the reception staff

 

1

2

3

4

5

Number of responses

3

7

42

78

101

69

 

1%

2.3%

14%

26%

33.7%

23%

18.  Respect shown for your privacy and confidentiality

 

 

1

2

3

4

5

Number of responses

14

11

32

78

97

68

 

4.7%

3.6%

10.6%

26%

32.4%

22.7%

19. The information provided by the Reception staff about the practice services

 

1

2

3

4

5

Number of responses

63

18

36

70

72

41

 

21%

6%

12%

23.3%

24%

13.7%

20. The information provided by other staff

 

1

2

3

4

5

Number of responses

83

10

33

71

65

38

 

27.7

3.3%

11%

23.7%

21.7%

12.6%

21. The helpfulness of other staff

 

1

2

3

4

5

Number of responses

57

6

25

92

70

50

 

19%

2%

8.3%

30.7%

23.3%

16.7%

 

 

And finally

22. My overall satisfaction with this Practice

 

1

2

3

4

5

Number of responses

1

17

58

95

87

42

 

0.3%

5.7%

19.3%

31.7%

29%

14%

                               

 Any further comments:

Appointment System

Lack of pre-bookable appointments poor

Appointment times not flexible enough for people who work full time

Difficult to get evening appointments when required as working

System of booking appt by phone call needs to be looked at

Can never see a GP at patient’s convenience some people work and need appt after working hours. This is impossible to get, very difficult to get an appt at the poles practice only 1 GP on sometimes more elderly in Polesworth

As the practice covers a massive area, it is very difficult to get an appointment called several times at 8am and 1pm and still failed to get an appt for over a week! very frustrating especially working in Leamington spa having to leave early etc

Ability to pre-book appointments, night and Saturday visits would be very beneficial for workers being able to get repeat prescriptions for on going problems without a consultation, very time wasting for all.

The whole system of booking appointments on the day is a farce. I had to wait 10 minutes to get through only to be told that all appointments with doctor I needed were filled. I need to see same doctor so that I could be assessed properly at particular point in my cycle

Not allowed an appointment with a particular doctor, not allowed to book appointment in advance on phone.

It is very difficult to get an evening appointment if you are at work and need to see a doctor for a general complaint. Most evenings it is only emergency appointments so you can’t get in.

I found when I was working, near impossible without having a day off to get myself sorted. I would not see Dr XXXXX think he’s plain rude.

System of appt booking is very poor! Very unlikely to get an appt with your doctor. Pre-book 48hrs in advance would help. We are not all an emergency!

Sometimes cannot get through in the morning and when I do all appointments have gone. Sometimes cannot see the doctor of choice and at times not every doctor fits the bill.

No evening appointment after 6pm means you require a day off from work for appointment, not all employers are understanding.

I wasn’t able to see a female doctor or nurse and it was a personal matter. I had coil fitted and was experiencing discomfort. Had to see male doctor

Better system for booking appointments, especially when you need to book in advance i.e. weeks time. Don’t like having to wait for same day to book appointment.

Why can we not book appointments in advance i.e. ring in the morning for a pm appointment or book a few days in advance so that we can organise work.

Sometimes when I have needed an appointment with my child the only ones I have been offered are during working hours, which sometimes are impossible to make, then to be told I can’t really need the appointment.

When I ring up to book an appointment the receptionist always asks me what’s wrong, do I need a doctor, but if I didn’t need one I wouldn’t have rung.

It would help if you could see a doctor you have seen before like you used to be able to and not go through your illness etc each time

Booking on the day is a pain if you are not an emergency and want to just see a doctor.

I can remember when I rang once and was told by reception, I could not see the doctor until I told the receptionist what my condition is or was! They are not medically trained in any way to judge or pass on medical issues regarding any patient what so ever.

Not happy with system of not able to see a particular doctor when needed.

Telephone system not good.

Be able to get an appt other than on the day -8am

Doctors good but difficult to get by the Gestapo on reception, very often told no appointments, when you see the doctor eventually you find there were appointments.

Mainly I work in Uttoxetter (7-7) so getting an appt in the week is difficult. Today was a day off so a lot easier

If you are someone that works it is extremely difficult to get an appointment why is it necessary to phone the surgery back at 2pm to get an afternoon appt. there should be a late surgery for the working public

Would be good to be able to make appt in advance not have to ring on morning – open hours not great for people at work

There is very little continuity of care – you never see the same doctor twice.

It is still very difficult to get through but this has improved recently.

Please can we book appointments in advance, not just on the day, via the internet?

Cannot get through when trying to make an appointment. Why no extended hours for working people?

Cannot always see the doctor of choice

From previous experience we seem to wait to see doctor from appt time, have waited nearly an hour a few times, not good if at work

Surgery vastly improved recently but have had problems trying to get afternoon appointments on the rare occasions my children have become ill during the day. Also problems in past trying to get children seen same day (for am appt).

Normally very difficult to get an appt

 

Time you wait for a blood test. On 8.11.11 got appt for January 2012

It’s very good to be able to get an appointment on most occasions on the day that you call, but unfortunately they always run behind schedule! Have previously waited for more than four weeks for a call back.

When telephoning for an appointment really difficult to get through. Phone constantly engaged. If you could have an open surgery line a couple of sessions a week would be helpful.

I’ve been trying to get an appointment for 2 months now because I need to see Dr XXXXXX specifically and no appointments are available. If appointments could be made in advance it would be easier.

Difficult to get doctor of choice.

Depending which doctor you wish to see sometimes waiting for as long as a month. Sometimes get here 7:45am to wait outside no matter what the weather doors not opened until 8am.

Trying to see a doctor and make an appointment is awful.

For results I have to see a doctor and have to make an appointment for it. It is a waste of time if result is good, it should be given on the phone. GP should have told me GU clinic available.

Cannot book appointment in advance for a specified doctor. Telephone waiting calls most time is far too long. Evening practice required for workers.

To get an appt you have to ring up on the morning which is inconvenient. It would be easier to book an appt even 24hour prior to work around other arrangements.

The doctors ask you to come back in four weeks but you cannot book in advance so you have to remember to book nearer the time.

 

I still feel that the plastic number system has had its day! Lets get into the 21st century and have proper appointments.

 Telephone

I find the manner of people on the phone over appointments to be abrupt and not always very kind/helpful. The attitude is sometimes unbelievable.

Extremely poor telephone service, rude un-interested staff, have little faith in the NHS as a whole. Disgrace to our country

Very often when phoning we are told of recall or waiting anything from 10 mins to between 15 mins to 25 mins.

Phones are jammed at 8:10am and this has been an issue for years.

 

The manner of receptionist on the phone could improve

 Waiting Time at Surgery

The only comment I have to make is on the amount of time you wait to be called by a doctor the surgery gives out times but you are not very often in on that time had experiences

Times given for appt a total waste of time  - rarely adhered to

Waiting around in reception is the one weak area of the practice. This is not always the case but it happens frequently.

Having a member of staff solely to tick patients in would be helpful.

Receptionist

Today I was pleasantly surprised by the helpfulness and friendly manner of the receptionist when I rang up. Sadly this has not always been the case.

Sometimes have to wait a while to be acknowledged by receptionist which is annoying

 GP

Overall I believe the practice is good although I find that one doctor in particular is very abrupt and that occasionally to try and find the cause of repeated issues is better way forward than just keep taking a mixture of drugs to find a resolution.

My son and myself will only see 2 of the doctors at this practice as we find the majority to be uninterested and incompetent, especially when it comes to certain conditions. Their listening/understanding skills leave a lot to be desired.

One particular doctor has a very poor verbal manner

My overall satisfaction would be very good to excellent, however treatment by Dr XXXX brings my rating right down as he has no skills with the public and is very rude.

Dr XXXXX’s manner and professionalism needs to be addressed. This is an Accident waiting to happen. It reflects badly on the practice and the other GP’s who are providing a good and safe service.

Building

Good to see germ-ridden toys have gone.

Can germ ridden number cards go too.

Polesworth

Would like to see more doctors at Polesworth

Wishing Polesworth practice would be open more often for people living further away with no transport relying on buses.

Not enough doctors on duty at Polesworth surgery

 

 

Positive Comments

I think the overall attitude shown to people in sometimes difficult situations is a credit to the staff.

The practice has been consistently good through out the time I have been using it

Things seem to have improved over the year

I haven’t been for quite a while and when I came I was pleasantly surprised as before there always used to be a big queue and a long wait were as now its not as long at all, very impressed.

All staff are friendly and always willing to help. I have never had any bad experience with doctors or staff.

Very happy with care received.

I have never had a problem

 

Miscellaneous

Very upset that my wife + I as careers could not get flu vac at practice as we don’t get carers allowance + could not pay either – we had to go to Asda £7 not good enough

Questions listed do not get to the real issues. Real change needed here!!

Unhappy that I can no longer get my repeat prescriptions from the surgery

Not a true reflection as computers were down Friday and Monday and I called in on both days.

 

 

 

Sex

Number of Responses

Female

184

Male

96

Sex not given

20

 

 

Age

Number of Responses

Up to 20 years

13

21-30years

42

31-40 years

43

41-50 years

75

51-60 years

60

61-70 years

25

71-80 years

19

81-90 years

3

91-100 years

2

Age not given

18

 

Number of years registered at the practice

Number of responses

Less than 5 years

40

6-10 years

36

11-20 years

46

21-30 years

47

31-40 years

34

41-50 years

33

51-60 years

17

61-70  years

17

71-80 years

8

81-90 years

1

Number of years registered at practice not given

21


© 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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