A Patient satisfaction Survey

MethodReceptionist distributed 75 questionnaires to

patients who attended the surgery following a telephone consultation

61 people responded

Data was collected and analysed on excel spread sheet

Questions -9 questions askedGenderDo you live alone?Do you have a telephone at home?What is your method of transport to the surgery?Do you have children under the age of 5 at home?Are you over the age of 65?Did your GP understand your problems?Was the phone engaged when you first called?Were you satisfied with the telephone consultation?

Results: Gender

Lives alone?

Telephone at home

Method of transport to the surgery?

Children under 5 at home?

Over 65?

Did the GP understand problems?

Phone engaged when first called?

Satisfied with the consultation?

Conclusions61% female replies- more women than men

use the service?

11% lived alone- Mostly people who live with others who use the service

72% have telephone at home- are others using mobiles?

Conclusions cont…62% drove to surgery- Do people who can

drive prefer to use the service?

41% had children under 5 at home- Are parents reluctant to come to surgery if they have children at home?

89% were under 65- Are older people more reluctant to use the service?

Conclusions cont….95% felt that GP understood their problem

71% say phone was engaged the first time

97% were satisfied with the service

Other comments Great help V. satisfied See in surgery at 4.20pm. Treatment received. Very happy v. helpful best service ever More appointments should be made available on the day or next

day of the call V. good service Thank you I wish doctor could see my daughter before giving prescription Very nice There is bound to be a wait as there is only a 1/2 hour window to

see the doctor Very efficient. Thank you Took quite some time to get through on the phone it is very

difficult for us to book an appointment

Comments5 negative comments

3 wanted more appointments available

2 complained about the wait on the phone

RecommendationsMore staff to reduce time that phone is engaged

More appointments to be made available to patients following telephone consultations

Cater service for parents who cant leave children at home/bring them in?

Advertise service for to 65s who may not be fully aware of service?

Overall satisfaction was very high… expand service?

Any questions?

Thanks!