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Patients' Feedback on Victoria MC Service: Improvement in Satisfaction and Continuity

The Victoria MC Patient Survey reveals that 50% of patients feel service has improved, with 25% saying it’s the same and another 25% feeling it’s worse. Key drivers of satisfaction include rapid response times and continuity of care. Patients who waited an average of 65 minutes reported being "very satisfied," while those who were "very unsatisfied" had longer wait times. A preference for speaking to their usual doctor correlates with positive feedback, highlighting the need for fine-tuning service speed and doctor continuity to enhance overall patient experience.

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Patients' Feedback on Victoria MC Service: Improvement in Satisfaction and Continuity

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  1. Victoria MC Patient Survey: is the service better, same or worse?Half say better, 25% each same and worse. Little changed over weeks

  2. On satisfaction, rapid response is a key driver.“Very satisfied” patients waited average 65 minutes, “very unsatisfied” 117.

  3. A key driver in approving change is continuity.Where patients expressed a preference, of those saying “better” 66% spoke to usual doctor, but only 13% of those saying “worse”

  4. Main findings • Approval for the change is high, twice as many saying it’s better as saying it’s worse. • These proportions are little changed over time. We have seen these improve in other practices where response times are faster. • Response time is a driver of satisfaction, but an average of 65 mins means plenty more room for improvement (some are half this) • Continuity may be an even greater driver. Where a patient asked for a specific GP, they were much more supportive of change if that doctor phoned. • Dramatically improved performance since before launch – but patients expectations go up too. Main thing is to concentrate on fine tuning for speed and continuity. Know very well when demand is predicted to come in.

  5. Which is the best pancake? Hot, fresh and crispy Cold and soggy

  6. How fresh is that?

  7. How will they know when to call? Dr Presley is in the building on Monday Tuesday Friday

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