Patient Survey Results

We are pleased to share the results of the 2008 Patient Survey and the changes we are planning to make to improve the service to our patients.

We were very pleased to see that our patients gave us the best results we have received since the surveys started in 2004 as we achieved the required standard or above in 15 out of the 19 areas measured.

The areas we achieved or exceeded the standard are:

• Satisfaction with receptionists
• Satisfaction with the availability of any Doctor
• Satisfaction with their ability to cope with their problems or illness
• Satisfaction with their ability to keep healthy
• Satisfaction with waiting times at the practice
• Satisfaction with seeing their usual Doctor
• Satisfaction with the Doctor’s questioning
• Satisfaction with how well the Doctor listens
• Satisfaction with how well the Doctor puts the patient at ease
• Satisfaction with how much the Doctor involves the patient
• Satisfaction with the Doctor’s explanations
• Satisfaction with the time the Doctor spends
• Satisfaction with the Doctor’s patience
• Satisfaction with the Doctor’s caring and concern
• Satisfaction with the Doctor’s understanding of their problems or illness

The areas we did not achieve the required standard are:

• Satisfaction with opening hours
• Satisfaction with the availability of their particular doctor
• Satisfaction with phoning through to practice
• Satisfaction with phoning through to the doctor for advice

Changes Planned

We are planning the following changes in the next year to try and improve the service we provide;

• The trial of a new minor illness clinic to more effectively manage patient appointments and clinicians time
• The introduction of a new automated telephone appointment booking system that will be available 24 hours a day. This will help patients who struggle to get through to the surgery to book appointments and will also free up the telephone lines for other patient needs.
• By more effectively managing the GP’s time with the introduction of the new Minor Illness clinics and improving telephone access to the surgery with the new automated telephone system we believe patient’s access to a Doctor will be improved. We have also introduced batch prescribing for some patients on stable doses of repeat medication to reduce the number of attendances and requests for repeat medication they make which also helps to increase GP availability.
• To update and re launch the patient information guide on “Help for booking your appointments” which gives hints and tips on the best use of the appointment booking system.

Amwell Street Surgery would like to thank all the patients that took part in the survey. We are very grateful for the feedback given as it helps us to continue to identify ways of improving the service we provide.