Marsh Medical Practice
Patient Questionnaire
During November and December 2013 Marsh Medical Practice conducted a survey of patients. The questions were based on the priorities identified by the Patient Participation Group members and the Practice. The draft questionnaires were both emailed and discussed face to face with the PPG members, all comments and suggestions were combined into the final questionnaire.
The practice receptionists encouraged the patients to complete the questionnaire explaining that it would not take long to complete and the reasons why the survey was being conducted. They made sure the patient was comfortable in completing the questionnaire with a clip board and pen. 120 questionnaires were completed although some questions were missed or misread by the person completing the questionnaire. We asked for opinion on the services provided by the team at the practice, making additional comments if they felt strongly about any point. The questionnaires were handed out to a cross section of patients at both surgeries over a six week period in November and December 2013.
The results of the survey were discussed at the PPG meeting in January 2014 and at a full practice meeting in February 2014. A report of the survey findings and agreements reached is available both in surgery and on the practice web site.
The questionnaire results are as follows:-
Questionnaire 2013
1 How helpful do you find the receptionists at the surgery?
Comments received
‘Some good, some poor’
‘Depends on the receptionist’
‘Depends on which one’
2 Generally how easy is it to get through on the telephone to the surgery?
Comments
‘If Monday it can take up to 15 minutes to pick up the telephone line’
3 How easy do you ordering your tablets?
Comments
‘Sad that the telephone ansaphone is to stop’
4 Which method do you use to order your tablets?
Other ways that patients order medication
‘Chemist’
‘Drop off repeat form’
‘I like to talk to staff’
‘SAE
Comments
‘Only collect medication that doctor has prescribed’
‘If the telephone facility is discontinued it will be difficult for older or disabled patients who are not on line’
‘Will no longer be easy when the telephone ansaphone goes’
5 Would you find having your tablets made up in a dosette box (weekly blister packs) to be of use?
Patients who gave names have been contacted by the surgery.
6 Is your GP surgery currently open at times that are convenient for you?
Comments
‘Difficult to get to speak to a specific doctor’
‘Saturday would help’
‘Could be better to have more hours at Manby’
‘Being shift worker is sometimes difficult to get appointment when not working’
‘After 5.30 pm’
‘Saturday morning’
‘When I am ill during the day, I ring at 8.00 am & don’t get through, when I do is fully booked’
‘It would be fantastic to contact my doctor 24 hours per day’
‘Due to work commitments, perhaps a Saturday surgery from 10.00 am to 12.00 noon, especially in view of the present/proposed A&E questions at Louth’
‘It would help if you could be open until 6.00 pm each week’
‘Between 6.00 pm & 8.00 pm’
‘Later in day’
‘Later & earlier, nightmare when working’
‘24/7 later evening appointments/Saturday am as I work full time’
7 How easy is it for you to get an appointment with the practice nurse?
‘Never seen Nurse Practitioner’
‘Never had reason to see her’
8 How easy is it to get an appointment with the doctor?
Comments
‘Don’t ask for a particular doctor’
‘Not necessarily my own doctor, difficult at times’
9 How often do you get to speak or consult with the doctor of your choice?
Comments
‘I never ask for a particular doctor’
10 How easy is it for you to get an appointment with the Nurse Practitioner (Heather Beer)?
Comments
‘Never had one’
About your appointment with the Nurse Practitioner
-
Did you find the NP gave you enough time to discuss your problem?
-
Yes 90 No 1 No response 29
-
Did you have the confidence & trust in the NP that spoke to you?
-
Yes 86 No 1 No response 33
-
Did the NP involve you in discussion about your care?
-
Yes 78 No 9 No response 33
Comments
I would award Heather A+***
About your last appointment with the doctor
How long after your appointment time do you normally wait to see the Nurse Practitioner?
Comments
‘Depends on how busy she is’
‘Not yet needed myself but excellent with my partner’
‘Only once in an emergency’
How long after your appointment time do you normally wait to see the doctor?
Comments
‘Depends on how busy they are’
‘A mixture of times, I do realise that if a doctor goes out on an emergency call. On day it could be me needing the help so please be patient’
‘If some patients are with the doctor for a long time, the patient needs that extended appointment, its reassuring to me that the doctor is being so thorough’
Questions about the buildings?
Comments
-
Books on tables
-
Magazines/books/radio
-
Reading material
-
Magazines would be great again
-
More child friendly
-
Toys or anything that would help when you have to wait up to one hour
-
I don’t know how you could change things but at times when patients are silent you can overhear conversations in reception, perhaps a more enclosed area in reception for confidentiality.
-
Something to read, like magazines or toys for children.
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Magazines
-
Something for the kids to do
-
Privacy in reception
-
No system at Manby
-
Magazines to read, a farce as Wiltshire Farm Foods, mags/leaflets are cross handled.
-
Music
-
Supply bin for tissues
-
Clock
-
Bring back magazines & toys
-
Toys
-
A TV on in the background
-
Books & toys back in waiting room
-
Reception/waiting room is to public, hearing receptionists discussions and answering the phone
Overall satisfaction with the surgery
Would you recommend your GP surgery to someone who has just moved into the area?
Comments
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