Cator Medical Centre Patient Satisfaction Survey 2019

CATOR MEDICAL CENTRE PATIENT SATISFACTION SURVEY 2019

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

CATOR MEDICAL CENTRE PSS 2019 1. WHEN DID YOU LAST SEE A DOCTOR AT THE SURGERY? % 60. Within the last month Within the last 6 months Between 6 months and a year More than a year ago Not answered 45. 30. 15. 0.

CATOR MEDICAL CENTRE PSS 2019 2. WHICH METHODS WOULD YOU PREFER TO USE TO BOOK AN APPOINTMENT? % 60. 45. 30. 15. 0. Telephone In person Online Respondents could select multiple answers. Total responses 111

CATOR MEDICAL CENTRE PSS 2019 3A. IN THE PAST 6 MONTHS HOW EASY HAVE YOU FOUND Getting through on the phone % Very easy Acceptable Somewhat difficult Very difficult Impossible 70. 52.5 35. 17.5 0. 86.5% of respondents said getting through on the phone was very easy or acceptably easy

CATOR MEDICAL CENTRE PSS 2019 3B. IN THE PAST 6 MONTHS HOW EASY HAVE YOU FOUND Speaking to a nurse on the phone % Very easy Acceptable Somewhat difficult Very difficult Impossible Not applicable 50. 37.5 25. 12.5 0. 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

CATOR MEDICAL CENTRE PSS 2019 3C. IN THE PAST 6 MONTHS HOW EASY HAVE YOU FOUND Speaking to a doctor on the phone % Very easy Acceptable Somewhat difficult Very difficult Impossible Not applicable 40. 30. 20. 10. 0. 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

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? % Always Mostly 50. Sometimes Never 40. Not applicable 30. 20. 10. 0. 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

CATOR MEDICAL CENTRE PSS 2019 5. IN RECEPTION ARE YOU CONCERNED THAT YOU MAY BE OVERHEARD BY OTHER MEMBERS OF THE PUBLIC? 88 Yes No 70 53 35 18 0

CATOR MEDICAL CENTRE PSS 2019 6. HOW HELPFUL DO YOU FIND THE RECEPTIONISTS? 80. Very helpful Somewhat helpful 60. Somewhat unhelpful Very unhelpful 40. 20. 0. 96.6% of respondents felt that the reception staff are either very helpful or somewhat helpful

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? % 62.5 Very satisfied Somewhat satisfied 50. Somewhat dissatisfied Very dissatisfied 37.5 25. 12.5 0. 88.7% felt either very satisfied or somewhat satisfied with the typical wait for consultations

CATOR MEDICAL CENTRE PSS 2019 8. ARE YOU AWARE OF OUR E-CONSULT SERVICE? % 80. Yes No Not answered 60. 40. 20. 0. Unfortunately 70.8% of respondents were not yet aware of our e-consult service

CATOR MEDICAL CENTRE PSS 2019 9. WHICH WAYS ARE YOU LIKELY TO COMMUNICATE WITH US? % 50. 37.5 25. 12.5 0. Face to face Telephone SMS econsult Respondents could select multiple answers. Total responses 148

CATOR MEDICAL CENTRE PSS 2019 10. ARE YOU AWARE OF OUR ONLINE REPEATS SERVICE? % 70. 52.5 35. 17.5 0. Yes No Not answered Respondents could select multiple answers. Total responses 148

CATOR MEDICAL CENTRE PSS 2019 11. IN GENERAL, HOW SATISFIED ARE YOU WITH THE CARE YOU GET AT THE PRACTICE? % 87.5 Very satisfied Somewhat satisfied 70. Somewhat dissatisfied Very dissatisfied 52.5 Not answered 35. 17.5 0. 96.5% of respondents who answered the question were either very satisfied or somewhat satisfied with their care at the practice

CATOR MEDICAL CENTRE PSS 2019 12A. WHAT IS YOUR Age % <16 16-24 25-39 40-65 >65 Not answered 50. 37.5 25. 12.5 0.

CATOR MEDICAL CENTRE PSS 2019 12B. WHAT IS YOUR Gender % male female Transgender / gender fluid Prefer not to say 87.5 70. 52.5 35. 17.5 0.

CATOR MEDICAL CENTRE PSS 2019 12C. WHAT IS YOUR Employment status % employed job seeking retired home maker not working on medical grounds student not answered 75. 60. 45. 30. 15. 0.

CATOR MEDICAL CENTRE PSS 2019 12D. WHAT IS YOUR Disability status % 100. 80. 60. 40. 20. 0. Disabled Not disabled Not answered

CATOR MEDICAL CENTRE PSS 2019 12E. WHAT IS YOUR Ethnicity % 60 white British black African Chinese mixed race 45 other white black Caribbean 30 Indian Pakistani 15 Bangladeshi other Asian 0 prefer not to say not answered

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

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

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

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?