Please find below the results of the anonymous patient satisfaction survey conducted in

January 2007.

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Dr June Morris

Dr Peter Crouch

Dr Campbell McDiarmid

Dr Martin Searle

Dear All,

Thank you to everyone who took part in our survey of patient satisfaction with the services that we deliver. The questionnaire is a nationally validated survey and is completely anonymous – we won’t know who has filled out the survey and the results will not form part of your medical record.

We have analysed the results of the survey and will discuss any issues that arise both internally and also with our local Primary Care Trust.

We will also publish the results on our website http://www.tawhillsurgery.com

If anyone requires the survey or results in any particular format e.g. large print, please do not hesitate to ask and we would be happy to prepare them for you.

Kind regards,

Drs June Morris & Peter Crouch

 

GPAQ Question satisfaction with… GP Practice Mean Score National Benchmark % National
Receptionists 77 75 103%
Opening hours 72 67 107%
Availability of particular doctor 62 58 107%
Availability of any doctor 73 68 107%
Waiting times at practice 57 56 102%
Satisfaction with phoning through to the practice 69 59 117%
Phoning through to doctor for advice 64 59 108%
Continuity of care 64 68 94%
Doctor's questioning 84 79 106%
How well doctor listens 86 81 106%
How well doctor puts patient at ease 86 82 105%
The doctor's explanations 85 81 105%
Time doctor spends 80 78 103%
Doctor's patience 83 81 102%
Doctor's caring and concern 84 82 102%
How well the nurse listens to what you say 77 76 101%
Quality of care the nurse provides 78 78 100%
How well the nurse explains problems/treatments 78 77 101%

Please find below the detailed responses:-

 

In the past 12 months, how many times have you seen a doctor from your practice? (3.03)


 
(13)
 (49)
 (47)
 (28)
 (20)
None(1) Once or twice(2) Three or four times(3) Five or six times(4) Seven times or more(5)

How do you rate the way you are treated by receptionists at your practice? (4.73)


 
(3)
 (1)
 (20)
 (46)
 (47)
 (40)
Very poor Poor Fair Good Very Good Excellent


How do you rate the hours that your practice is open for appointments? (4.41)


 
(1)
 (6)
 (19)
 (65)
 (45)
 (20)
Very poor Poor Fair Good Very Good Excellent

What additional hours would you like the practice to be open? (please tick all that apply) (5.19)


 
(20)
 (3)
 (57)
 (58)
 (44)
Early morning(6) Lunch times(7) Evenings(8) Weekends(9) None, I am satisfied(10)

Thinking of times when you want to see a particular doctor: (please tick one box only)
How quickly do you usually get to see that doctor? (4.51)


 
(29)
 (12)
 (20)
 (14)
 (5)
 (49)
 (26)
Same day(11) Next working day(12) Within 2 working days(13) Within 3 working days(14) Within 4 working days(15) 5 or more working days(16) Does not apply(17)

How do you rate this? (4.15)


 
(4)
 (25)
 (40)
 (19)
 (21)
 (21)
 (22)
Very poor Poor Fair Good Very Good Excellent Does not apply

Thinking of times when you are willing to see any doctor: (please tick one box only)
How quickly do you usually get seen? (2.73)


 
(65)
 (25)
 (19)
 (14)
 (3)
 (15)
 (12)
Same day(18) Next working day(19) Within 2 working days(20) Within 3 working days(21) Within 4 working days(22) 5 or more working days(23) Does not apply(24)

How do you rate this? (4.49)


 
(2)
 (15)
 (24)
 (27)
 (30)
 (39)
 (13)
Very poor Poor Fair Good Very Good Excellent Does not apply

If you need to see a GP urgently, can you normally get seen on the same day? (1.43)


 
(112)
 (16)
 (25)
Yes(25) No(26) Don't know/never needed to(27)


How long do you usually have to wait at the practice for your consultations to begin? (please tick one box only) (1.62)


 
(11)
 (49)
 (57)
 (20)
 (10)
5 minutes or less(28) 6-10 minutes(29) 11-20 minutes(30) 21-30 minutes(31) More than 30 minutes(32)

How do you rate this? (3.18)


 
(4)
 (22)
 (63)
 (26)
 (22)
 (6)
Very poor Poor Fair Good Very Good Excellent

Thinking of times you have phoned the practice, how do you rate the following:
Ability to get through to the practice on the phone? (4.24)


 
(3)
 (11)
 (26)
 (57)
 (36)
 (23)
 (0)
Very poor Poor Fair Good Very Good Excellent Don't know / never tried

Ability to speak to a doctor on the phone when you have a question or need medical advice? (5.2)


 
(3)
 (11)
 (22)
 (28)
 (18)
 (9)
 (64)
Very poor Poor Fair Good Very Good Excellent Don't know / never tried
The next questions ask about your usual doctor. If you don't have a 'usual doctor', answer about the one doctor at your practice who you know best. If you don’t know any of the doctors, go straight to question 11.


In general, how often do you see your usual doctor? (-2.41)


 
(5)
 (27)
 (30)
 (52)
 (9)
 (5)
Always(33) Almost always(34) A lot of the time(35) Some of the time(36) Almost never(37) Never(38)

How do you rate this? (3.23)


 
(2)
 (10)
 (39)
 (44)
 (19)
 (14)
Very poor Poor Fair Good Very Good Excellent

Thinking about when you consult your usual doctor, how do you rate the following:
How thoroughly the doctor asks about your symptoms and how you are feeling? (4.34)


 
(1)
 (0)
 (5)
 (24)
 (51)
 (46)
 (3)
Very poor Poor Fair Good Very Good Excellent Does not apply

How well the doctor listens to what you have to say? (4.46)


 
(1)
 (0)
 (1)
 (23)
 (53)
 (50)
 (3)
Very poor Poor Fair Good Very Good Excellent Does not apply

How well the doctor puts you at ease during your physical examination? (4.54)


 
(1)
 (0)
 (1)
 (20)
 (53)
 (46)
 (10)
Very poor Poor Fair Good Very Good Excellent Does not apply

How much the doctor involves you in decisions about your care? (4.28)


 
(1)
 (0)
 (4)
 (35)
 (40)
 (41)
 (8)
Very poor Poor Fair Good Very Good Excellent Does not apply

How well the doctor explains your problems or any treatment that you need? (4.33)


 
(1)
 (0)
 (4)
 (28)
 (42)
 (51)
 (3)
Very poor Poor Fair Good Very Good Excellent Does not apply

The amount of time your doctor spends with you? (4.03)


 
(0)
 (1)
 (13)
 (32)
 (41)
 (38)
 (2)
Very poor Poor Fair Good Very Good Excellent Does not apply

The doctor’s patience with your questions or worries? (4.31)


 
(1)
 (0)
 (3)
 (37)
 (40)
 (48)
 (2)
Very poor Poor Fair Good Very Good Excellent Does not apply

The doctor’s caring and concern for you? (4.29)


 
(1)
 (0)
 (4)
 (35)
 (38)
 (50)
 (2)
Very poor Poor Fair Good Very Good Excellent Does not apply

Have you seen a nurse from your practice in the past 12 months? (1.43)


 
(85)
 (67)
Yes No

Thinking about the nurse(s) you have seen, how do you rate the following:
How well they listen to what you say? (2.93)


 
(0)
 (1)
 (10)
 (33)
 (34)
 (19)
Very poor Poor Fair Good Very Good Excellent

The quality of care they provide? (2.95)


 
(1)
 (0)
 (6)
 (32)
 (38)
 (19)
Very poor Poor Fair Good Very Good Excellent

How well they explain your health problems or any treatment that you need? (2.89)


 
(1)
 (0)
 (7)
 (35)
 (32)
 (20)
Very poor Poor Fair Good Very Good Excellent

All things considered, how satisfied are you with your practice? (please tick only one box) (-0.13)


 
(33)
 (68)
 (26)
 (12)
 (4)
 (0)
 (1)
Completely satisfied(39) Very satisfied(40) Fairly satisfied(41) Neutral(42) Fairly dissatisfied(43) Very dissatisfied(44) Completely dissatisfied(45)
Finally, it will help us to understand your answers if you could tell us a little about yourself:

Are you: (-0.76)


 
(47)
 (98)
Male(46) Female(47)

How old are you in years?
Do you have any long-standing illness, disability or infirmity? By long-standing we mean anything that has troubled you over a period of time or that is likely to affect you over a period of time (1.54)


 
(54)
 (91)
Yes No

Which ethnic group do you belong to? (please tick one box) (-1.39)


 
(137)
 (0)
 (6)
 (2)
 (0)
 (0)
White(48) Black or Black British(49) Asian or Asian British(50) Mixed(51) Chinese(52) Other ethnic group(53)

Is your accommodation: (please tick one box) (-2.07)


 
(127)
 (17)
Owner-occupied/mortgaged?(54) Rented or other arrangements?(55)

Which of the following best describes you? (please tick one box) (-1.75)


 
(110)
 (0)
 (2)
 (1)
 (20)
 (8)
 (2)
Employed (full or part time, including self-employed)(56) Unemployed and looking for work(57) At school or in full time education(58) Unable to work due to long term sickness(59) Looking after your home/family(60) Retired from paid work(61) Other(62)

Results from 2006 Survey

GPAQ Question satisfaction with… GP Practice Mean Score National Benchmark % National
Receptionists 82 75 109
Opening hours 78 67 116
Availability of particular doctor 62 58 107
Availability of any doctor 68 68 100
Waiting times at practice 65 56 116
Satisfaction with phoning through to the practice 70 59 119
Phoning through to doctor for advice 73 59 124
Continuity of care 76 68 112
Doctor's questioning 91 79 115
How well doctor listens 92 81 114
How well doctor puts patient at ease 93 82 113
The doctor's explanations 92 81 114
Time doctor spends 90 78 115
Doctor's patience 92 81 114
Doctor's caring and concern 91 82 111
How well the nurse listens to what you say 84 76 111
Quality of care the nurse provides 85 78 109
How well the nurse explains problems/treatments 84 77 109
 

 

In the past 12 months, how many times have you seen a doctor from your practice? (3.37)


 

(3)
 (26)
 (38)
 (30)
 (19)
None(1) Once or twice(2) Three or four times(3) Five or six times(4) Seven times or more(5)
 
How do you rate the way you are treated by receptionists at your practice? (5.04)


 
(0)
 (0)
 (15)
 (21)
 (35)
 (45)
Very poor Poor Fair Good Very Good Excellent
 
How do you rate the hours that your practice is open for appointments? (4.76)


 
(0)
 (2)
 (13)
 (35)
 (36)
 (30)
Very poor Poor Fair Good Very Good Excellent

What additional hours would you like the practice to be open? (please tick all that apply) (5.4)


 
(14)
 (1)
 (33)
 (39)
 (48)
Early morning(6) Lunch times(7) Evenings(8) Weekends(9) None, I am satisfied(10)
 
Thinking of times when you want to see a particular doctor: (please tick one box only)
How quickly do you usually get to see that doctor? (4.49)


 
(13)
 (7)
 (19)
 (16)
 (19)
 (28)
 (13)
Same day(11) Next working day(12) Within 2 working days(13) Within 3 working days(14) Within 4 working days(15) 5 or more working days(16) Does not apply(17)

How do you rate this? (4.02)


 
(6)
 (10)
 (31)
 (30)
 (8)
 (17)