Patient Questionnaire Results

We would like to thank all the patients who completed our Patient Satisfaction questionnaire.  The patient satisfaction questionnaire showed that the vast majority of our patients are highly satisfied with the practice.  Overall patient satisfaction was well above the national average.  Nonetheless we continue to welcome any suggestions for improvement
 
We are above the national average in all criteria and we have improved on our scores from the previous year
 
We agreed to look at the following areas in the coming year

Priority for action	What we can do to improve situation	Who needs to be involved	What changes have been made
Opening times	We currently open from 8.30-6pm and try to ensure that early morning and late evening appointments are available for patients who work.  We previously opened on a Saturday morning but this service did not prove popular.  Opening longer hours would mean sacrificing appointments during the day and the service we could offer would be restricted as the labs are not open to process tests and investigations. Security of staff is an issue as the practice is located in an area that is not well populated in the evening or at weekends.  The practice wishes to continue to support colleagues working in NHS24 and GEMS	Review with all GPs, manager and staff	Sacrifice of appointments during the day and security of staff resulted in us deciding to remain with the existing opening hours
Surgery lighting	This is a constant maintenance problem for us.  We now keep spare starters and bulbs on site but need a better reporting system	All members of the team	We will keep a maintenance book in a communal area so all members of the team can report faults.  This should include date fault noted and site of fault and this will be passed to the technician
Provision of drinking  water in the waiting room	Patients had requested drinking water in the waiting room but concerns over mess and damage to carpets as it is enticing for children to play with. However we now have an additional drinking water supply downstairs in the doctors corridor and if anyone would like water they are welcome to ask the receptionist who will provide them with a drink	Admin staff	No change to be made but staff to give water to patients who request it
Telephone answering times	We agreed to carry out an audit of phone answering times and if this confirms unacceptable delays then we will look at staffing levels to improve this	Our current telephone supplier is able to offer us an audit facility.  Manager to organise