Once again last summer we ran a patient satisfaction survey and we would like to thank all the patients who took the trouble to complete a questionnaire for us.

We now have 3 sets of results to compare and it is interesting to note that the results from each survey have been very similar. Many of the questions required an answer that could be analysed as a percentage. We are really delighted that in virtually all these cases the doctors and/or staff were rated well above the national average, in a few cases by as much as 20% above! The aim of everyone at the practice is to give a good service to our patients and we are very pleased to see that this seems to be recognised. We were also very grateful for the large number of complimentary comments that were added to the end of the questionnaires.

Of course there were also a number of areas where patients thought we could do better. We have discussed the comments and suggestions at our practice meeting and also with members of the Patient Participation Group (PPG) to see if we can make improvements.

Waiting times
Waiting times featured as a problem in several comments. However a number of other patients mentioned as one of the plus points of the practice that they did not feel hurried and liked the fact that the doctors were willing to take longer and listen to problems if necessary. All the doctors do have ‘catch-up slots’ incorporated in their appointment schedules but it was recognised that on some occasions this is not enough and they will still run late. It was agreed at the practice meeting that (as suggested by one of the patients) the receptionists would be asked to try to remember to warn patients if they knew any of the doctors were running late. The PPG felt strongly that it was important for patients to have extra time with a doctor if their problem justified this, even though the result could be that other patients might have to wait longer. They did stress though that as patients they would find it very helpful if the receptionists would warn about delays.

Appointments System
Several patients mentioned that they found it difficult to make appointments only 48 hours ahead. On the other hand as in previous years we had a great deal of positive feedback from patients about being able to book an appointment as soon as they needed one; we are only able to offer this service because we do not pre-book the majority of our appointments. However we do have appointment slots listed on the computer for several weeks ahead so if patients who have practical problems with the 48 hour system explain their difficulties to the receptionists they will be able to book ahead. Some patients may not be aware that appointments with the nurses and health care assistants can always be booked in advance.

Opening Hours
A number of patients wanted longer opening hours with Saturday morning and Wednesday afternoon being mentioned the most often. These comments were more frequent than last year and it was felt that one of the main reasons for this was dissatisfaction with the Out of Hours service, notably the slowness of the call centre’s response. The OOH system changed at the end of September and the practice hopes that the new ‘Badger’ led service which includes call handling will alleviate a lot of the problems experienced this year. The practice would be very grateful for patient feedback on the new service. The PPG members had never experienced any problem with availability or timing of appointments but recognised that patients who work could experience difficulty and were keen that the situation should continue to be monitored.

Nursing Time
Lack of nursing time was mentioned on a couple of occasions – but since the survey was done we have in fact increased nursing hours by over 30% and now have a nurse working on every day of the week

Parking
Parking problems featured again this year as they have over the last 2 years. Planning permission is being sought for an extra 12 spaces to be provided. We hope that when these are available the problem will be eased. The PPG are still concerned about the situation and intend to keep it under review. They plan to continue lobbying the Care Trust – the owners of the site - till they feel there is adequate provision for all the patients.

Fun Day
Finally, one patient suggested having a fun day for all children needing pre-school boosters. This was discussed and it was agreed that it might be a possibility but would need a lot of careful planning. The patient had suggested providing a bouncy castle but there were concerns about insurance and health and safety. It would be interesting to know if any other patients think a fun day would be a good idea.