Patient Satisfaction Survey

Thank you to all our patients who took the time to complete our Patient Satisfaction Survey (Autumn 2007).

In the Autumn of 2007 a patient satisfaction survey was carried out. Questionnaires were distributed to a random selection of patients for completion in the surgery. Examples of the results are displayed on the notice board in graph form for your perusal.

We would like to thank all those patients who took time to complete the questionnaires.

The questionnaire was designed to assess patient satisfaction with the service offered by Chawton House Surgery. It was used to analyse patient views on access, waiting times, telephone access, inter-personal aspects of care, communication skills, continuity of care and the range of services available, to name but a few.

The partners and staff at Chawton House are very proud of the results and feel that it is a true reflection of the work that is put in by both clinical and administrative staff alike to provide the patients with the best possible care. However we do acknowledge that there is always room for improvement.

The graphs show a very similar result to that of last year. Chawton House is well above the national average in most areas. We are particularly pleased with the 83 – 87% satisfaction with the care given by the doctors.

Last year the survey identified a need to improve patient satisfaction with phoning through to the Practice. As a result we:

1. introduced a system by which patients are able to phone the doctor for advice
2. updated our telephone system

These two changes alone gave a 5% improvement on last year and ensured we are a massive 12% above the national average in this area.

However, although as a result of last year’s survey we focused on improving waiting times and took action to try and improve the situation, disappointingly, the results this year do not reflect this. We will therefore put our efforts once again into trying to improve on this. Waiting times is always difficult to address. It is very much a case of balancing continuity and quality of care with demand, availability of appointments and waiting time in the Practice. Although more and more preventative medicine is taking place in general practice with doctors spending more time with each patient, the length of appointments have remained the same for many years. Doctors are expected to greet patients, listen to their problems, examine them and if necessary offer patient choice if a referral is necessary as well as enter all the data on the computer and do the paper work……. all within 10 minutes.

It is not often easy to ascertain how long a patient may need for an appointment and the doctors and nurses do apologise for any delay you may experience.

Patients have indicated a slight preference for the Practice to be opened at some time at the weekend as opposed to early morning, lunchtime or evening. The partners at Chawton House will give this due consideration in accordance with government and PCT guidance.

As a result of the 2007/2008 patient survey we will be looking to address:

1. Improving waiting times within the Practice
2. Opening for routine appointments in the extended hours period

A huge thank you, once again to all those patients who kindly took the time to complete a questionnaire.