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Patient Questionnaire

Patient Questionnaire. Overview. 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender Females 180 Males 120. Questionnaire Ethnic Profile. Language Profile 275 – English Speaking 12 – Punjabi 3 – Urdu 10 – no response.

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Patient Questionnaire

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  1. Patient Questionnaire

  2. Overview • 750 questionnaires distributed • 300 responses received • Age range from 11 – 93 • Gender • Females 180 • Males 120

  3. Questionnaire Ethnic Profile • Language Profile • 275 – English Speaking • 12 – Punjabi • 3 – Urdu • 10 – no response

  4. Patients with a disability – 90 • No disability – 200 • Non responders – 10 • Patients who are carers – 40 • Not carers – 236 • Non responders – 24

  5. Last time you saw a doctor at the surgery, on reflection did you get the treatment and care that mattered to you? • Yes - 255 • No - 28 • Non responders - 17

  6. Last time you saw a nurse at the surgery, on reflection did you get the treatment and care that mattered to you? • Yes – 257 • No – 13 • Non responders - 30

  7. Did you know we do a quarterly newsletter online at the surgery? • Yes – 55 • No – 235 • Non responders – 10 • Is it of interest? • Yes – 114 • No – 77 • Not seen – 85 • Non responders - 24

  8. Comments • Out of 300 Questionnaires received 120 comments were made • Telephone comments – 36 • Appointment comments – 50 • Other comments – 34 • Positive comments – 20 • Negative comments – 14

  9. Telephone Comments • “Cannot get through at 8am” • “Staff not answering phones” • “Automated answering service problems” • “Having to come to surgery at 8am to book an appointment, due to phone issues” • “Work commitments do not allow to call at 8am”

  10. Appointment Comments • “Unable to book in advance” • “Patients being advised to go to the walk-in centre” • “Can only see Indian speaking doctors” • “Too many trainee doctors” • “Late night opening required” • “Could not see doctor of choice and paid to go private”

  11. “When booked in with junior doctor, surgery overruns because of them having to speak constantly to a more experienced doctor” • “Afternoon Diabetic Clinic required for the employed” • “People out of work or retired are given priority when booking appointments” • “No availability to see a doctor, but when attending for an appointment the surgery is empty”

  12. Negative Comments • “Rooms need soundproofing” • “Patients not informed when surgery times are overrunning” • “Elderly people not able to use booking in machine” • “Some receptionists are rude and abrupt” • “Receptionist need training on how to treat people who are ill” • “Not enough parking for disabled patients” • “Not enough seats upstairs, when attending for blood tests or chiropodist”

  13. Other Comments • Positive Comments • “Well done to Warley Medical Centre” • “Very polite staff” • “Impressed with knowledge of junior doctors” • “Better than my old surgery” • “Certain doctors are excellent” • “Doctors caring and helpful” • “Prescriptions ordered by e-mail, very good”

  14. A big thank you to all the members of staff who have worked very hard to type out and collate this survey. • Thank you to all those who took part in the survey and gave valuable feedback. To the members of the PPG and reference group for their input in distribution. • This information has been collated and a strategy for problem solving has been sent to our patient reference group for their comment and approval prior to implementation. • More details will be available by newsletter – available online or at the surgery

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