1. Results of October 2017 Patient Survey
Presented by Friends of Amersham Health Centre
December 2017

2. Via the survey 249 AHC patients had their say
PPGs have an increasingly important role to play in helping to give patients a say in the way services are delivered (Source: National Association for Patient Participation)
Via the survey 249 AHC patients had their say

3. 75% of those who had their say were aged 46-74 And average household size was 2.4 people

4. 92% describe the receptionists at the practice as helpful
When given the chance, most are happy with the practice and happy with the services offered
66% think their most recent experience of making an appointment by phone was easy
90% think their most recent experience of asking for test results by phone was easy
92% describe the receptionists at the practice as helpful
65% think their most recent experience of making an appointment online was easy
92% think their most recent experience of ordering repeat prescriptions online was easy

5. And many told us just how happy they were
I've only ever had positive experiences with reception staff and GPs. I can usually park nearby if not walking and it's a lovely health centre. Thank you!
Very pleasant and helpful receptionists and very caring and excellent service from Doctors and Nurses. From what I hear from family and friends out of our area I believe we are very fortunate to be patients of Amersham Health Centre.
Flu jab - unbelievably quick, smooth service
Having used quite a large number of different practices over the years in different areas, I can say that Amersham is by far the best run.
The staff make the place work! So far as I'm concerned the surgery (and its relationship with Collins and Jervie) is first rate.
I think Amersham Health Centre is just about perfect, except perhaps for spending quite a long time on phone waiting for an appointment.
I always get exceptional treatment at Amersham health centre. The receptionists are helpful, the nurses are always cheerful and the doctors are amazing.
I think Amersham Health Centre is fantastic - one of the best I have been registered with.
I have always received a fantastic service from all at the surgery

6. ‘To be able to get an appt, I have been waiting for 10 days now’
Appointment making attracts the most negative comments – for 1/3 of patients their last experience wasn’t easy
‘Calling 8.30am for an appointment that day isn't convenient for people who work and do school runs, we have busy schedules we have to work around too’
‘Earlier opening of telephone appointments am clashes with school drop off - I have had ridiculous experiences previously of trying to phone for an appointment whilst walking my children to school’
‘When I have phoned up on the day, the appointments have frequently all gone before I have got to the end of the phone queue’
‘To be able to get an appt, I have been waiting for 10 days now’

7. And the biggest group of suggested changes related to appointments
More online appointments
More pre-bookable appointments
More next day appointments
More early/late appointments
Earlier than 8.30 a.m. telephone booking
Easier same or named doctor appointments

8. Friends have an above average likelihood to be registered online (70% of Friends v 20% of all patients) + a strong interest in receiving more of their services online

9. Some comments re more online …..
I didn't know I could get repeat prescriptions online. Could you make this more obvious?
As much online as possible so I don't have to phone! Particularly more appointments available to book online and book on the day appointments online too.
Notification on online system that prescription has been processed and sent to chemist
Keep extending the online services - to nurse appointments and results - that would be ideal
I long to be able to send an to my GP to ask a simple question.
It would be good to be able to book any appointment online rather than just some.
It would be great to be able to ask simple questions by e.g. when you're not sure whether to make an appointment

10. But Friends were interested in reading
45% have ever read a copy of the quarterly Bulletin, but 40% haven’t (and the rest don’t know!)
But Friends were interested in reading

11. But 2/3 of Friends were interested in between 2 and 3
1/3 of Friends weren’t interested in any of the FAHC activities suggested
But 2/3 of Friends were interested in between 2 and 3

12. Finally comments re FAHC were generally positive …..
I attended the last meeting and felt it both interesting and informative
I have only attended one meeting so far, which I found very interesting. Hearing about updates and problems to be solved is very useful
I attended the last meeting of the Friends of Amersham Health Centre which I thought was very interesting and worthwhile.
I like reading the ed notes of any meetings that take place
It’s early days but we aim to please!

13. Thank you for having your say
We have listened