Addington Road PPGC Patient Feedback Questionnaire Analysis
An analysis of patient feedback from Addington Road PPGC's questionnaire reveals positive overall experiences, with details on appointment booking methods, ease of appointment scheduling, meeting preferred healthcare providers, check-in methods, satisfaction scores, PPG awareness, complaints, service improvements, and positive feedback. The data collected during the PPG Awareness Week highlights areas for service enhancement and patient engagement.
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Addington Road PPGC Patient Feedback questionnaire Monday 19thJune Friday 23rdJune
Contents 1. Introduction 2. Summary of results 3. Breakdown of results by question 3.1 What is the purpose of the visit? 3.2 If you have attended an appointment how was this made? 3.3 How easy was it to make an appointment? 3.4 Did you see the Doctor/Nurse you wanted? 3.5 Upon arrival which method did you use to check in? 3.6 Overall experience 1-10 3.7 Are you aware of the PPG? 4. Complaints 5. Service improvements 6. Positive feedback/suggestions
1. Introduction It was agreed at a recent PPGC meeting that we would undertake a localised questionnaire created by the committee and in partnership with the practice. During the PPG Awareness week (19thJune 2017) volunteers from the PPGC undertook a rota system whereby each day a volunteer would come into the practice and hand out questionnaires to patients and their families during a 2 shift period. The first shift commenced from 8am 12pm and the second shift was carried out from 2pm 6pm. The total number of questionnaires collected were 427 which is an average of 85 per day and the overall response was very positive. The next few slides will provide an analysis of these responses.
2. Summary of Results 80% of patients attended the surgery for a booked appointment 54% of patients had made the appointment by phone and 14% were online 62% of patients found it easy to obtain an appointment and 14% found it difficult 70% of patients saw the Doctor / Nurse they wanted 75% of patients auto checked in upon arrival 76% of patients gave an overall satisfaction score between 7-10 19% gave 10! 64% of patients hadn t heard of the PPG
3.1 Q1. What is the purpose of your visit? What is the purpose of visit? % 2% 0% Appointment 12% Other 5% Pick up/drop of prescription/sample To make an appointment 80% No response
3.2 Q2. If you have attended an appointment - how was this made? If you have attended an appointment - how was this made? % 8% By phone 14% In person Online/App 54% 24% No response
3.3 Q3. How easy was it to make an appointment? How easy was it to make an appointment? % 5% 12% Difficult 21% Easy Neither easy/difficult No response 62%
3.4 Q4. Did you see the doctor/nurse you wanted? Did you see the doctor/nurse you wanted? % 13% 17% no yes No response 70%
3.5 Q5. Upon appointment arrival which method did you use to check in? Upon appointment arrival which method did you use to check in? % 7% 18% Auto check in - if no why Reception No response 75%
3.6 Q6. Overall experience 1-10 Overall experience - 1-10 % 0%1%1% 2% 1 4% 2 8% 3 19% 7% 4 5 6 15% 7 13% 8 9 10 29% No response
3.7 Q7. Are you aware of the PPG? Are you aware of the PPG? % 14% No Yes 22% No response 64%
4. Complaints - 66% response rate Issues with repeat prescriptions 7% Auto check in breaks down/long queues - 3% Waiting times 4% Rude receptionists 3% Communications within surgery is bad Text msg service 1% Phone lines too busy 30 mins waiting time - 23% Good days and Bad days 1% Not as good as it used to be 1% Doctors/Nurses not consistently good 3% Access to Appts/Named GP 20%
5. Service Improvements 23% response rate Credit card facilities Mental Health specialists Awareness weeks Acupuncture Weekend appts Blood tests Evening appts Hypnotherapy Health visitors Baby Clinics ECGs Chiropody Cholesterol tests More screening Massage Minor surgery
6. Positive feedback/Suggestions - 11% response rate Water Dispenser in waiting room Doctors are excellent Air con for rooms Door stoppers avoid slamming noise Wheelchair access in rooms Receptionists are great New receptionists are better than older ones Very supportive of travellers
Conclusion and Recommendations Generally Practice well thought of - but 12% scored 5 or less Main problem areas highlighted and listed Results should be made public Very important Practice reviews and responds on problem areas Action Plan for improvements - also make public Repeat Survey in 12 months time
