Patient Survey Results

Results Patient Questionnaire
Access to a Doctor or Nurse
No experience
1 Speed at which the telpehone was answered initially
Poor
Fair
Good
Very Good
Excellent
Good or above % of those
who stated an experience
Total respondents
3
6
35
42
25
7
118
64.3%
13
7
26
32
23
10
111
66.3%
3 Length of time you had to wait for an appointment
0
20
12
37
29
23
121
73.6%
4 Convenience of day and time of your appointment
4
6
14
31
39
25
119
82.6%
14
10
19
22
25
28
118
72.1%
6 Length of time waiting to check in with reception
2
11
15
30
33
28
119
77.8%
7 Length of time waiting to see the doctor or nurse
3
16
19
33
28
11
110
67.3%
8 Opportunity of speaking to a doctor or nurse on the telephone when necessary
39
10
19
15
18
7
108
58.0%
9 Opportunity of obtaining a home visit when necessary
71
9
5
10
8
5
108
62.2%
42
13
2
24
11
9
101
74.6%
11 Prescription ready on time
17
4
7
20
32
33
113
88.5%
12 Prescription correctly issued
16
3
4
20
25
37
105
92.1%
13 Handling of any queries
20
8
10
22
22
26
108
79.5%
2 Speed at which the telephone was answered if call transferred
5 Seeing the Doctor of your choice
10 Level of satisfaction with the after hours service
Obtaining a Repeat Prescription
Obtaining results
14
15
16
17
Were you told when to contact us for results
Results available when you contacted us?
Level of satisfaction with the amount of information provided
level of satisfaction with the manner in which the result was given
16
18
13
14
10
10
10
5
18
21
16
2
15
13
15
26
22
19
21
16
15
16
14
12
96
97
89
75
65.0%
60.8%
65.8%
88.5%
11
4
14
31
27
21
108
81.4%
2
9
12
26
36
26
111
80.7%
20 The information provided by other staff
11
4
14
31
27
21
108
81.4%
21 The helpfulness of other staff
13
7
16
27
28
20
111
76.5%
2
8
11
33
33
22
109
82.2%
109
94.5%
About the staff
18 The information provided by the reception staff
19 The helpfulness of the reception staff
And finally
22 My overall satisfaction with this Practice
Very
unlikely Likely
How likely are you to recommend the surgery to friends and family if they needed
23 similar care or treatment
Further Comments
Detailed on second work sheet
0
6
Very likely
15
88
Further comment
Would be better to have consistency with doctors
The doctors in this practice are excellent and very helpful. The reception staff are good but are unfriendly. The building is appauling and so
are the reception areas. It brings down the work of the great doctors
The worst GP. You must wait too long to have appointment. Even for children you wait for doctor too much. They don't care
The doctors and nurses are very good, good patient rapport, sensitive to patients needs however I find the recceptionist unfriendly.
I think they need just to smile
The practice is run excellently in every way, co-operation and efficiency.
Don't like system of having to take first appointment available - have to aim to phone later to get a later appointment
I am thinking of changing my GP as it takes too long to see a doctor and the staff always are helpfulness and ignore you. It takes around an
hour to see Dr but they only spend 5 minutes to see the patients.
Good clinic
The doctors at surgery are really good
After changing the telephone number, the speed in answering has improved and it's a little bit easier to get staff on the line.
Also, you don't have to wait too long at reception to be seen but sometimes the reception looks a little bit confused, disorganised
but of course I don't know the amount of job they have and if the number of staff is "good."
The main problem is appointments you have to wait a long time to see a doctor - maybe more staff needed.
I understand this is an ongoing issue but more space is needed for waiting!
This is an excellent surgery with top class doctors and reception has improved over time despite many difficult tasks they have to handle daily
We wait for doctor for long time for treatment
I usually expect to have to wait to see the doctor of my choice for several days (Dr Grimble or Dr Bentley)
but I have seen other doctors quite satisfactorily in case of emergency - it just takes ages to make a telephone appointment
Things have improved recently when getting results of test (if nothing too important) maybe the Doctor could just phone with results, saving
everyone time
Very inconvenient for a mum carrying babies - No lift! - Front door is too narrow for double pushchair. It is too narrow upstairs.
Due to moving from Barnet to Croydon and then back this doctor has been the best I have been to out of 4
The receptionist shouldn't be shouting on the phone, even doctors doesn't speak to patient like that
Would be nice if staff is more friendly and helpful. A smile can go a long way when someone is ill or in discomfort
Waited 50 minutes in waiting room. No apology from nurse. No explanation from receptionists. No one coming to say appointments are running
late.
A great practice with very helpful staff
I am satisfied about the service at this surgery but my only worries is that there is not enough consultation rooms downstairs for people
who can't climb the stairs
We have been patients for over 30 years and are very satisfied with our surgery, doctors and other staff. We do think everyone would benefit
from a new purpose built clinic. But everyone is doing very well and their very best for our health.
I had few bad experience with this clinic. I had to wait for long time to be called by the doctors even though I booked the appointment a month
in advance
Often difficult to get an appointment and unhelpful reception
There is almost always waiting time. Recently I was following up a physio referral. The referrals centre never got the referral.
Sometimes the receptionists are efficient but not friendly. A mix of both would be great.
All the doctors/nurses I have seen at the practice have been extremley helpful over the last few years. I have found the receptionists to
be blunt and not empathetic to my situation
You should offer a late night until 8pm for people who work or even a Saturday morning
I always get an appointment when needed - even on same day
I think most of my friends (like me) stick to their present doctors.
The building should be modernised
service is excellent
Need a new building!
Waiting room conditions cramped. Conern about ventilation. Provision of anticeptic gel
I'm happy
Thanks so much for all your care to doctors and staff and nurse
Always a long delay in seeing doctors/nurse
SUMMARY FINDINGS 2014 SURVEY
No
experienc
e
Poor
Speed at
which the
telephone
was
answered
1 initially
3
Fair
6
Very
Good
Good
35
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
42
25
7
118
64.3%
Speed at which the telpehone was answered initially
Poor
Excellent
Very Good
Poor
Fair
Fair
Good
Very Good
Good
Excellent
No
experienc
e
Poor
Length of
time you
had to
wait for
an
appointm
3 ent
0
Fair
20
Very
Good
Good
12
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
37
29
Length of time you had to wait for an appointment
Excellent
Poor
Fair
Poor
Fair
23
121
73.6%
Poor
Fair
Fair
Very Good
Good
Very Good
Good
Excellent
No
experienc
e
Poor
Convenie
nce of day
and time
of your
appointm
4 ent
4
Fair
6
Very
Good
Good
14
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
31
39
25
119
82.6%
Convenience of day and time of your appointment
Poor
Excellent
Fair
Poor
Fair
Good
Good
Very Good
Very Good
Excellent
No
experienc
e
Poor
Seeing the
Doctor of
your
5 choice
14
Fair
10
Very
Good
Good
19
Seeing the Doctor of your choice
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
22
25
28
118
72.1%
Poor
Excellent
Fair
Poor
Fair
Good
Very Good
Good
Very Good
Excellent
No
experienc
e
Poor
Length of
time
waiting to
check in
with
6 reception
2
Fair
11
Very
Good
Good
15
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
30
33
28
119
77.8%
Length of time waiting to check in with
reception
Excellent
Poor
Fair
Poor
Fair
Very Good
Good
Good
Very Good
Excellent
No
experienc
e
Poor
Fair
Good
Very
Good
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
Length of
time
waiting to
see the
doctor or
7 nurse
3
16
19
33
28
11
110
67.3%
Length of time waiting to see the doctor or nurse
Excellent
Poor
Very Good
Poor
Fair
Fair
Good
Very Good
Good
Excellent
No
experienc
e
Poor
Opportuni
ty of
speaking
to a
doctor or
nurse on
the
telephone
when
8 necessary
39
Fair
10
Very
Good
Good
19
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
15
18
Opportunity of speaking to a doctor or nurse on the telephone when
necessary
Excellent
Poor
Poor
Very Good
Fair
Fair
Good
Good
Very Good
Excellent
7
108
58.0%
No
experienc
e
Poor
Prescripti
on ready
11 on time
17
Fair
4
Very
Good
Good
7
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
20
32
33
113
88.5%
Prescription ready on time
Poor
Fair
Poor
Excellent
Good
Fair
Good
Very Good
Very Good
Excellent
No
experienc
e
Poor
Opportuni
ty of
obtaining
a home
visit when
9 necessary
71
Fair
9
Very
Good
Good
5
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
10
8
Opportunity of obtaining a home visit when necessary
Excellent
Poor
Poor
Very Good
Fair
Fair
Good
Very Good
5
108
62.2%
Very Good
Good
Excellent
No
experienc
e
Poor
Prescripti
on ready
11 on time
Fair
17
4
Very
Good
Good
7
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
20
32
33
113
88.5%
Prescription ready on time
Poor
Fair
Excellent
Good
Poor
Fair
Good
Very Good
Very Good
Excellent
No
experienc
e
Poor
Prescripti
on
correctly
12 issued
Fair
16
3
Very
Good
Good
4
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
20
25
Prescription correctly issued
Poor
Fair
Good
Excellent
Poor
Fair
Good
Very Good
Very Good
Excellent
37
105
92.1%
Excellent
No
experienc
e
Poor
Results
available
when you
contacted
15 us?
18
Fair
10
Very
Good
Good
21
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
13
19
16
97
60.8%
Results available when you contacted us?
Poor
Excellent
Poor
Fair
Fair
Very Good
Good
Very Good
Good
Excellent
No
experienc
e
Poor
Level of
satisfactio
n with the
amount of
informati
on
16 provided
13
Fair
10
Very
Good
Good
16
15
Level of satisfaction with the amount of information provided
Excellent
Poor
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
21
14
89
65.8%
Poor
Excellent
Poor
Fair
Fair
Very Good
Good
Very Good
Good
Excellent
No
experienc
e
Poor
The
informati
on
provided
by the
reception
18 staff
11
Fair
4
Very
Good
Good
14
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
31
27
21
108
81.4%
The information provided by the reception staff
Poor
Fair
Excellent
Poor
Fair
Very Good
Good
Good
Very Good
Excellent
No
experienc
e
Poor
The
helpfulnes
s of the
reception
19 staff
2
Fair
9
Very
Good
Good
12
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
26
36
26
111
80.7%
The helpfulness of the reception staff
Poor
Excellent
Fair
Poor
Fair
Good
Good
Very Good
Very Good
Excellent
No
experienc
e
Poor
The
informati
on
provided
by other
20 staff
11
Fair
4
Very
Good
Good
14
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
31
27
21
108
81.4%
The information provided by other staff
Poor
Excellent
Fair
Poor
Fair
Very Good
Good
Good
Very Good
Excellent
No
experienc
e
Poor
Fair
Good
Very
Good
Good or
above %
of those
Total
who had
responde experienc
Excellent nts
e
My
overall
satisfactio
n with
this
22 Practice
2
8
11
33
33
22
109
82.2%
My overall satisfaction with this Practice
Poor
Excellent
Fair
Poor
Fair
Good
Good
Very Good
Very Good
Excellent
No
Very
response Unlikely
How likely
are you to
recomme
nd the
surgery to
friends
and family
if they
needed
similar
care or
23 treatment
0
Likely
6
Very likely
15
88
How likely are you to recommend the surgery to friends and family if
% of
responde
nts who
stated
they
would
likely or
very likely
Total
recomme
responde nd the
nts
surgery
109
94.5%
How likely are you to recommend the surgery to friends and family if
they needed similar care or treatment
Very unlikely
Likely
Very unlikely
Likely
Very likely
Very likely

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