Morland House Surgery 2009 Patient Satisfaction Survey
Between December 2008 and February 2009 the surgery carried out a patient satisfaction survey. The Improving Practice Questionnaire (IPQ) which was developed by the University of Exeter was used. A random selection of patients were asked to complete the questionnaire ensuring that a minimum of 25 questionnaires per 1000 patients was achieved and that patients of all the GPs in the practice were surveyed. In total 247 responses were received.
What were the findings?
The 2009 survey produced very positive feedback for the practice indicating that the Practice was above national benchmark scores in the responses to all questions which asked for feedback about the practice, about the doctor seen at the time of the visit, about the practice staff and the services provided at the surgery.
Patients were also asked for their comments about how the practice could improve its service.
The questions which attracted the highest scores related to:
• The respect shown to me by the doctor
• The warmth of the doctors greeting
• My confidence in the doctors ability
• The doctor’s ability to really listen to me
• The recommendation I would give to my friends about this doctor
What actions are we taking in response to comments in the patient survey?
On 9 March 2009 a meeting was held in the practice including the doctors, nurses, dispensary, reception and administrative staff as well as patients to discuss the findings of the report and agree priorities for improving the patient experience over the next 2 years.
What are the priorities for action for the next 2 years?
The development of the building will improve the reception and waiting areas and provide 4 ground floor consulting rooms thus ensuring that the building is compliant
with the needs of the disabled, elderly and infirm.
children will be addressed. Donations from patients to assist with this will be welcomed.
An investigation into auto-reminder systems will be carried out.
The introduction of a comments book in reception and recent surveys regarding the phlebotomy service and the dispensary have provided useful feedback from patients.
Further surveys will be carried out during the next 12 months in an effort to improve on the services we provide to our patients.
We welcome comments on the services we provide. If you wish to give feedback or provide ideas for improving services please ask for the Comments Book at reception or alternatively write to or email the Practice Manager at barbara.noakes@gp-k84014.nhs.uk.