Patient Feedback Survey
We would like to share with you the results of our recent Patient Feeback survey that many of your participated in.
The three top domains are:
Communication and interpersonal skills of admin staff
Interpersonal skills of clinical staff
Privacy and confidentiality
The three lowest domains are:
Provision of information
Continuity of care
Access and availability
The lowest performing items
Everything ran on time
I am able to see a doctor quickly when I need to
It is easy to make an appointment for a day and time that suits me
Suggested improvements
Everything ran on time:
- Our reception staff already try to contact patients ahead of their appointment if their doctor is running particularly late and they have long wait times expected. phoning more patients to advise the wait time of their doctor.
- Reception staff advise patients of how many patients are in front of them on arrival if their doctor is running behind time.
- If an emergency for a nominated doctor occurs reception staff will phone patients and advise that their doctor is running behind schedule.
- Our practice information sheet advises patients of our need to run on time and how just 4 minutes extra per consultations means that the doctor is one hour late by lunch time. This information is also on our website and noticeboard in the waiting room. Patients have the option to book longer consultations if necessary.
- Our doctors are aware of time constraints on appointment times and where possible will ask patients to come back for a follow up appointment if they have more than one issue to address.
I am able to see a doctor quickly when I need to
- Our appointment diary allows for urgent on the day appointments, and Urgent appointment time slots which only become available on the day. This allows for patients that require urgent attention and cannot wait for the next available appointment to obtain an appointment asap.
- Communicate processes for handling urgent requests from patients.
- We have introduced open access appointments for nominated doctors for patients that need urgent appointments on the day. This is in addition to our on the day appointments and urgent appointment time slots. These appointments run of an afternoon between 2pm – 5pm.
- Discussion is happening about extending our weekend clinics to not only allow for urgent on the day appointments but to have a doctor that will see their normal patients on a Saturday morning to allow for patients that cannot get to their doctor between normal working hours.
It is easy to make an appointment for a day and time that suits me
- We currently have Hot Doc on line book service. Patients can book via this app 24/7 so they do not have to rely on the practice to be opened to make an appointment.
- We currently have a cancellation/waitlist notification system so cancelled appointments can be filled and more patients can be accommodated. We need to ensure that this cancellation list is followed up and patients are recalled for appointments when we have cancellations.
- Patients are encouraged to make a follow up appointment for any test results, scripts etc as they leave the practice.
