Cunliffe Medical Centre – patient questionnaire 2011
Many thanks to the 207 patients who were kind enough to fill in our patient questionnaire earlier this year. As part of our commitment to you, we are able to give you the results of the questionnaire, and more importantly what we intend to do about your comments and suggestions.
We asked you a series of questions about Cunliffe Medical Centre – here is how you responded:
PATIENT SURVEY
2011
1. Are you happy with the Practice opening times? Yes: 93% No: 7%
WHAT ARE WE DOING ABOUT THIS? – Only two patients asked for specific extra opening hours - we will continue to monitor your responses in future surveys
2. Are you happy about your ability to get an appointment
with a doctor when you want one? Yes: 76% No: 24%
WHAT WE ARE DOING ABOUT THIS? – We have introduced a system of Telephone Triaging patient appointment inquiries which has had an impact on appointment availability
3. Are you happy with the waiting time for your appointments Yes: 77% No: 23%
WHAT WE ARE DOING ABOUT THIS? – see the comments at the end of this page
4. Is it easy to reach us by telephone Yes: 98% No:2%
WHAT WE ARE DOING ABOUT THIS? – Nothing - you seem very happy with our performance which we undertake to continue
5. Are you happy with the care you receive from us? – please rank on the scale below.
10: 38% 9:16% 8: 23% 7: 6% 6: 8% 5: 7% 4: 1% 3: 1% 2: 0% 1:0%
77% of you rated us above a score of 8.
WHAT WE ARE DOING ABOUT THIS? – Working harder to improve thses scores throughout the practice - watch this space.
6. Do you understand how we protect your confidentiality
and medical records? Yes: 79% No: 21%
WHAT WE ARE DOING ABOUT THIS? – We are improving the availability of leaflets with comprehensive information about this important area of our service to you
7. Have you read any of the following leaflets available in the waiting rooms or at reception?
Practice Information Leaflet Yes: 41% No: 59%
Data Protection Leaflet Yes: 20% No: 80%
Antenatal Care Leaflet Yes: 8% No: 92%
How We Use Your Records Leaflet Yes: 20% No: 80%
Complaints Procedure Leaflet Yes: 13% No: 87%
WHAT WE ARE DOING ABOUT THIS? – Reception staff offer information leaflets to patients on arrival at CMC, leaflets are now more visible in patient waiting areas.
8. Do you look at our website: www.cunliffecentre.com Yes: 10% No: 90%
WHAT WE ARE DOING ABOUT THIS? – Our website was only set up a year ago, and we are publicising its existence in practice leaflets and in conversation with patients.
9. Do you want to tell us anything else about our service to you?
YOU LIKE……
We are very grateful for the many positive comments received on the survey forms which are too numerous and indeed too personal to list here - but we are very aware of the need to keep up the standard of care and the welcoming atmosphere at Cunliffe Medical Centre.
COULD DO BETTER…
I would like an appointment when I need one: Our GP’s now check urgent appointment requests as part of our triaging procedure ( that’s where staff make judgments about priorities in urgency of appointment or treatment requests from patients) and patients are asked to understand that they will be treated in line with the urgency of their medical problems.
Waiting times in surgery are too long: We have taken steps to tackle this, but of course we cannot speed patients through a doctor’s appointment if there are matters that need discussion or investigation. We all want speedy service, but please remember that you yourself would not like to be rushed out of surgery because other people are waiting to see the doctor.
Waiting too long for a doctor’s appointment (that’s getting an appointment, not waiting once arrived): Following the arrival of our new GP Dr Lindsey Dickenson we are improving this by better understanding of patient’s urgency.
We are not happy with no blood tests, no small operations or injections done by doctors and a general feeling of not caring about our problems. The GPs have now reinstated minor surgery sessions at patients’ request. Any patient who feels that they are not getting through to anyone here at CMC is warmly encouraged to say something to either reception staff or their Doctor.
Telephone calls with patients can be overheard when waiting at reception – can’t be right. Our receptionists have taken this on board and act accordingly.
We didn’t know you had a website. We are constantly reminding patients to look at the practice website for up-to-date patient information. The next major web-based drive will be for flu injections in the late summer.
My last visit I waited 1 week for an appointment and had to wait more than an hour to be seen by the doctor – this isn’t very good because of the parking problem. We are well aware of the parking situation at the surgery but sadly we are unable to improve this for patients.
I would like to order prescriptions over the phone as it used to be – not everyone has internet or time to call in. Patients are made aware that they can order prescriptions on the telephone to local chemists.
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