1. PEMBROKE HOUSE SURGERY
Patient Survey Results 2013

2. Questions Asked? About the Practice About the Clinician
About the Staff
About Practice Administration
Patients comments

3. About the Practice 8 questions within this section
1 we scored in top 25% of all similar practices nationwide
Comfort of the Waiting Room
6 were equal to or above the national average score
1 was below the national average
Ease of contacting the practice on the telephone.
This is also the worst score we have had for this area in the 4 years of participation

4. About the Practitioner
13 questions in this section
ALL in middle 50% of similar practices nationally compared to, ALL in top 25% last year.
On average each question was 7 points worse than last year, but very similar to the results in 2011.

5. About the Staff and Practice Admin
7 questions in total in both these sections
All were above the national average score
4 were in the top 25% of scores for the country

6. Summary of results

7. Plan for 2014
There has been quite a downward shift in our results from last year
Is this because of a reduction in our service?
Or because of a change in patients expectations?
What should our priorities be for 2014?
Will the proposed changes to our appointment system in your opinion improve our patients experience?

8. Thank you for your contribution tonight
Thank you for your contribution tonight. Together we hope to make visiting our Practice an even better experience for both our patients and staff.