Patient Survey Feedback HHR Medical Practice May 2017

Reception Customer Service Prompt – get rid of the self sign in it destroys communications Good services Brilliant Always very helpful and smiley Both members of staff were very helpful My reasons for the rating are when I come in the staff are always friendly and ready to help Always friendly respectful of you as a patient Very friendly, smiling and always ready to help Staff are always informative and helpful Amazing staff Very Very Good Service has improved over time – has a more human face – empathetic Reception always try hard to find appointments Good service, everyone treats everyone well They always smile and are polite. Because the staff members are very good at their jobs. Even when they are on the phone when you are making appointments Because I receive a warm welcome at the desk. Friendly and helpful

Clinician Communication Pleasant doctors and staff always willing to help Excellent it’s true Very good advice from dr or nurse GPs nurses always take the time to help you unde4rstand what is wrong. When they cant they go above and beyond to get the information for you I am always listened to and any concerns I have are addressed Also very helpful and friendly – gives good advice Communication is always clear and understandable Think that set answers are given as regards appointments – since that is as far as my conversation goes Because they give support to everyone Doctor I saw had a very calm reassuring attitude GPs and Nurses explain things very well Brilliant Cant fault my treatment Because they let you now exactly how it is All the staff are very kind ad helpful Because they listen to us Clear, concise, helpful The GPs and nurses are okay an try to find a solution of how to solve your diagnosis and treatment Will always try their upmost best to support you I always have the answers I need

Cleanliness of Surgery Always clean toilets, always fresh Never seen the place untidy I have never seen the surgery dirty or unkempt. Very good seating and displays Its spotless nearly all of the time It is a little dated but clean It has always been very clean throughout the surgery Because it is always clean I think it needs a little more cleaning during the day. But I cannot judge on them coming early morning. Actually I didn’t see anything dirty or messy

Action Plan Based on Feedback

Customer Services HHR wanted to establish how patients felt about the general Customer Services they receive and to highlight if they were coming up against any issues of concern that we could improve on. We were very happy with the results we received. The feedback regarding Reception Customer Services was excellent and was very uplifting for our reception team. This motivates them to continue to strive to offer the best possible service they can whilst dealing with patients. There was one issue highlighted that concerned the Patient Arrival Screen with a patient requesting that we no longer used it as a means of checking in. The patient arrival screen does not suit all patients that is why we have the option of arriving either via the patient arrival screen or the front desk whichever is preferable by the patient. Everyone has the choice of which method they use  ACTION PLAN Reception are to reinforce and make clear that patients can either arrive with the screen or at the front desk. A notice will go up to state this. Reception to continue to strive to offer the best possible Customer Care.

Clinicians Communication HHR wanted to establish the quality of the communication clinicians had with patients, again to highlight if this was an area that could be improved. The survey did not feedback any improvement ideas but the clinicians will strive to continue to offer the service that patients expect to receive. We are continually monitored via FFT (Friends and Family Test) to assess how we are doing as a practice ACTION PLAN We will continue to review the FFT feedback at practice meetings and assess whether there are unmet needs for our patient group. A recent example of change initiated by feedback is with regards to restructuring our appointment template to provide greater online access.

Cleanliness of Surgery HHR decided it would be very helpful to get the views of patients on the standard of our cleaning. Patients should expect to visit a surgery that is clean and well maintained as this adds to the patients experience We are very fortunate that patients rate the surgery very well in terms of cleanliness. We were also happy that the display and posters were commented on again this is very important that patients received relevant and appropriate information in terms of health promotion. ACTION PLAN Reception will ensure that after each shift the surgery leaflets are put in their correct position and any litter cleared.