Marisco Medical PracticeAnnual PatientQuestionnaire 2012
At your most recent visit to the Practice how do you rate theway you were looked after by the GPs and staff?
How easy is it for you to contact the Practice by telephone?
How do you find the current opening hours of the Practice?
How easy is it to get an appointment in advance with thefollowing healthcare professionals?
How easy is it to get an appointment within 24 hours, with thefollowing healthcare professionals?
Our extended opening hours are offered every Thursdayevening by GPs and Nurses from 6:30pm to 7:40pm.
Are you aware of this?
How would you rate the waiting time you have experiencedonce you have checked in for your appointment with thefollowing healthcare professionals?
How easy is it to be able to make an appointment with yourpreferred Doctor or Nurse Practitioner?
Are you aware of the following services provided at theSurgery?
How would you like us to inform you of the facilities we offerand/or any important changes to our services?
Preferred Site
How do you rate the facilities provided by the Practice?
The following charts illustrate general information about therange of people who have responded to this survey. No one atthe practice will be able to identify your personal responses.
Typical Age Range
Summary of comments from Marisco Medical Practice AnnualPatient Questionnaire 2012
Negatives
•Nurses too busy – 7 day wait for appointment
•Impossible to get through on the telephone in the morning
•Hopeless trying to ring in the morning
•Unable to get appointment with chosen practitioner
•Receptionists do not seem to know what is happening – eg who is in the building
•Sent to wrong location for appointment
•Unable to get pre-booked appointment
•Working – not able to pre-book
•Never any appointments available after 9am
•Bad experience
•Duty doctors should be at both sites.
•Not being able to see the same doctor when suffering a long term illness
•Far too much information on the telephone prior to speaking to receptionist.
•Appointment booking system is poor.
Summary of comments from Marisco Medical Practice AnnualPatient Questionnaire 2012
Positives
I cannot think of ways to improve this practice
•I receive a very good service all the time
•Very good all round.
•In general the practice offers excellent services.
•Used as little as possible – when needed excellent service
•Generally satisfied with the surgery and service
•I feel this is an excellent practice
•Extremely thankful to live in the area and participate in such facilities. I owe mylife to this practice. Many thanks
•Excellent service
•Greatly satisfied with service I received.
Summary of comments from Marisco Medical Practice AnnualPatient Questionnaire 2012
Facilities
•Not enough disability parking
•Car parks disgrace in bad weather
•Out of hours service is poor
•Waiting room unfriendly
•Automatic doors at Sutton are bad – inner door is heavy and not automatic
•More info required on services
•Minor injuries should be dealt with.
•Charge patients for non attendance.
As a direct result of the survey thePractice held a meeting with the PatientParticipation Group to discuss itsfindings & to try to develop ideas &ways of moving forward. The followingpages show the main areas that thegroup felt needed updating /changing.
Q2. How easy is it for you to contact the Practice bytelephone?
The results of Q2 were not as had been hoped, the group discussed
• Reviewing the length of the message when contacting the surgeryby telephone.
•Possibility of more people answering calls at 8:30am.
& commented on the fact that once through all appointments arealready filled.
Q6. Are you aware ofextended open hours?
The group agreed the extended opening times should beadvertised on the practice screens, newsletters & the practicewebsite.
Q9/10. Informing people of the services available within thepractice
The group discussed a variety of ways to improve communication between thepractice and our patients. Some of the points discussed are highlighted below:
•Via newsletter
•Messages on phones
•Screens
•GP’s to speak at local groups
•Ensuring sufficient information is available at flu clinics
•Asking voluntary organisations to promote the surgery
•Advertising the Patient Information Area
•More signs in the practice
Q9/10. Informing people of the services available within thepractice
•People believe only “Heelers” & those associated with “Heelers” are able touse the information area.
•Perhaps create a screen entitled “know your practice”
•Possibly do a campaign advertising Flu Clinics within the local supermarket
•Ensure patients are aware of how to obtain test results
•Patient Participation Group to promote practice holding regular forums
•More Nurse appointments available for “on the day booking”
•Open surgery each day for one or two Dr’s on a “sit & wait” basis
•Case studies put onto website