May 2008

Summary of Patient survey 2007/8

What we do best:

• Satisfaction with how well the doctor listens
• Satisfaction with doctors explanation
• How well the nurse explained your health problem

What we need to improve:

• Waiting times at the practice
• Phoning through to the doctor for advice
• Availability of a particular doctor

The most common open ended comments were anything good:

• Excellent doctors
• Very good service

Anything that could be improved:

• Waiting times could be improved

We have implemented some changes with the consultation of the patient participation group which include:

• Advertising on a white board any significant delays, so that patients can decide if appropriate to re-book an appointment.
   
• Commenced booked telephone consultations with a doctor or nurse.
   
• Late evening and early morning appointments with doctors for working people.
   
• Installed a self booking in system at reception.
   
• Designed a website to keep patients informed, including internet booking of appointments and ordering of repeat prescriptions.
   
• Healthcare Assistant employed to assist the nurses with administrative work so the nurses can concentrate on seeing patients.
   
• Healthcare Assistant able to do blood tests inhouse to save patients travelling to the hospital and having long waiting times.