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Patient satisfaction survey 2019 Patient satisfaction survey 2019

Patient satisfaction survey 2019 - PowerPoint Presentation

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Patient satisfaction survey 2019 - PPT Presentation

Cator medical centre Cator medical centre PSS 2019 Survey methods Surveys were given out at reception during a 3week period in June 2019 A total of 89 surveys were handed back in for Cator ID: 778199

medical cator 2019 centre cator medical centre 2019 pss respondents phone easy doctor service felt satisfied comments practice speaking

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Slide1

Patient satisfaction survey 2019

Cator medical centre

Slide2

Cator medical centre PSS 2019

Survey methods

Surveys were given out at reception during a 3-week period in June 2019

A total of 89 surveys were handed back

in

for

Cator

Medical Centre

There was no selection of patients, surveys were given to all patients who attended

Patients were asked to hand them back to reception on the same day to avoid non-returns

The survey was carried out for both

Cator

Medical Centre and Elm House Surgery contemporaneously

Slide3

Cator medical centre PSS 2019

1. When did you last see a doctor at the surgery?

Slide4

Cator medical centre PSS 2019

2. Which methods would you prefer to use to book an appointment?

Respondents could select multiple answers. Total responses

111

Slide5

Cator medical centre PSS 2019

3a. In the past 6 months how easy have you found…

Getting through on the phone

86.5%

of respondents said getting through on the phone was

very easy

or

acceptably easy

Slide6

Cator medical centre PSS 2019

3B. In the past 6 months how easy have you found…

Speaking to a nurse on the phone

77.3%

of respondents who felt the question was applicable to them said that speaking to a nurse on the phone was either

very easy

or

acceptably easy

Slide7

Cator medical centre PSS 2019

3C. In the past 6 months how easy have you found…

Speaking to a doctor on the phone

71.9%

of respondents who felt the question was applicable to them said that speaking to a doctor on the phone was either

very easy

or

acceptably easy

Slide8

Cator medical centre PSS 2019

4. In the past 6 months how often were you able to see a doctor for a problem you considered urgent on the same day?

71.9%

of respondents who felt the question was applicable to them said that they could

always

or

mostly

see a doctor on the same day for a problem they considered urgent

Slide9

Cator medical centre PSS 2019

5. In reception are you concerned that you may be overheard by other members of the public?

Slide10

Cator medical centre PSS 2019

6. How helpful do you find the receptionists?

96.6%

of respondents felt that the reception staff are either

very helpful

or

somewhat helpful

Slide11

Cator medical centre PSS 2019

7. How do you feel about how long you usually have to wait to see a doctor or a nurse?

88.7%

felt either

very satisfied

or

somewhat satisfied

with the typical wait for consultations

Slide12

Cator medical centre PSS 2019

8. Are you aware of our e-consult service?

Unfortunately

70.8%

of respondents were not yet aware of our

e-

consult

service

Slide13

Cator medical centre PSS 2019

9. Which ways are you likely to communicate with us?

Respondents could select multiple answers. Total responses

148

Slide14

Cator medical centre PSS 2019

10. Are you aware of our online repeats service?

Respondents could select multiple answers. Total responses

148

Slide15

Cator medical centre PSS 2019

11. In general, how satisfied are you with the care you get at the practice?

96.5%

of respondents who answered the question were either

very satisfied

or

somewhat satisfied

with their care at the practice

Slide16

Cator medical centre PSS 2019

Age

12a. What is your…

Slide17

Cator medical centre PSS 2019

12b. What is your…

Gender

Slide18

Cator medical centre PSS 2019

12c. What is your…

Employment status

Slide19

Cator medical centre PSS 2019

12d. What is your…

Disability status

Slide20

Cator medical centre PSS 2019

12e. What is your…

Ethnicity

Slide21

Cator medical centre PSS 2019

13. Comments

Negative

comments

No vaccine in stock and had to make another appointment. Would have been nice to have been told in advance

I have found it harder to book appointments [for an adult] for a couple of issues I have that are not urgent. The waiting time is much longer [than for children] and the appointment felt rushed and unsatisfactory

Overall, happy with services, sometimes a bit inconsistent when phoning for appointments - some people will say weeks away and then when I call back I get one easier

Would be nice to phone + get app quicker. Various tests and results to be faster so we don’t get anxious for results. We understand - lots of patients - not enough staff. Thanks for your care

The app does not allow you to book more than a week in advance

On some occasions personal information was not updated. Would like the surgery to be more prompt on that

Slide22

Cator medical centre PSS 2019

13. Comments

Positive

comments

Text reminder service is great

Nurses are amazing

The service is really great for children

We have been very satisfied with Cator since the day we jointed 10+ years ago. All the staff are really helpful and pleasant

Happy and pleased with the service and staff including doctors. All 5 star

We are so lucky to have a medical centre like this

The doctors and staff are AMAZING!

Good at calling back (re speaking to a doctor on the phone)

Very good practice I moved from another practice as it was terrible

Slide23

Cator medical centre PSS 2019

13. Comments

Positive

comments

Dr Holdridge is a wonderful doctor

I really appreciate the service, care and long opening hours of Cator Medical Centre

An overall well-run practice

I have always found the receptionists, nurses, doctors (and in particular Dr Thompson) to be professional, knowledgeable and generally very caring. I would have no hesitation in recommending Cator

Slide24

Cator medical centre PSS 2019

Learning points

Econsult

is still

not

as

widely known as it should be

Most people still prefer to communicate with the practice and book appointments on the phone

13.5% of respondents still report that getting through on the phone is somewhat difficult, very difficult or impossible - is there a change to telephony we can make to improve this?

12% of respondents said that they could never see a doctor for a problem they considered urgent on the same day - perhaps more publicity is needed about how we respond to urgent problems?

19% of respondents mentioned concerns about being overheard at reception. How might we respond to this?