1. Patient Feedback questionnaire Monday 19th June – Friday 23rd June
Addington Road PPGC
Patient Feedback questionnaire
Monday 19th June – Friday 23rd June

2. Contents 1. Introduction 2. Summary of results
3. Breakdown of results by question
3.1 What is the purpose of the visit?
3.2 If you have attended an appointment how was this made?
3.3 How easy was it to make an appointment?
3.4 Did you see the Doctor/Nurse you wanted?
3.5 Upon arrival which method did you use to check in?
3.6 Overall experience 1-10
3.7 Are you aware of the PPG?
4. Complaints
5. Service improvements
6. Positive feedback/suggestions

3. 1. Introduction
It was agreed at a recent PPGC meeting that we would undertake a localised questionnaire created by the committee and in partnership with the practice.
During the PPG Awareness week (19th June 2017) volunteers from the PPGC undertook a rota system whereby each day a volunteer would come into the practice and hand out questionnaires to patients and their families during a 2 shift period. The first shift commenced from 8am – 12pm and the second shift was carried out from 2pm – 6pm.
The total number of questionnaires collected were 427 which is an average of 85 per day and the overall response was very positive.
The next few slides will provide an analysis of these responses.

4. 2. Summary of Results
80% of patients attended the surgery for a booked appointment
54% of patients had made the appointment by phone and 14% were online
62% of patients found it easy to obtain an appointment and 14% found it difficult
70% of patients saw the Doctor / Nurse they wanted
75% of patients “auto checked in” upon arrival
76% of patients gave an overall satisfaction score between 7-10 – 19% gave 10!
64% of patients hadn’t heard of the PPG

5. 3.1 – Q1. What is the purpose of your visit?

6. 3.2 – Q2. If you have attended an appointment - how was this made?

7. 3.3 – Q3. How easy was it to make an appointment?

8. 3.4 – Q4. Did you see the doctor/nurse you wanted?

9. 3.5 – Q5. Upon appointment arrival which method did you use to check in?

10. 3.6 – Q6. Overall experience – 1-10

11. 3.7 – Q7. Are you aware of the PPG?

12. 4. Complaints - 66% response rate
Waiting times – 4%
Issues with repeat prescriptions – 7%
Auto check in breaks down/long queues - 3%
Rude receptionists – 3%
Phone lines too busy – 30 mins waiting time - 23%
Communications within surgery is bad –Text msg service – 1%
Good days and Bad days – 1%
Not as good as it used to be – 1%
Doctors/Nurses not consistently good – 3%
Access to Appts/Named GP – 20%

13. 5. Service Improvements – 23% response rate
Credit card facilities
Mental Health specialists
Awareness weeks
Acupuncture
Blood tests
Evening appts
Weekend appts
Hypnotherapy
Health visitors
Baby Clinics
ECGs
Chiropody
Massage
Cholesterol tests
Minor surgery
More screening

14. 6. Positive feedback/Suggestions - 11% response rate
Air con for rooms
Water Dispenser in waiting room
Doctors are excellent
Wheelchair access in rooms
Door stoppers – avoid slamming noise
Receptionists are great
Very supportive of travellers
New receptionists are better than older ones

15. Conclusion and Recommendations
Generally Practice well thought of - but 12% scored 5 or less
Main problem areas highlighted and listed
Results should be made public
Very important Practice reviews and responds on problem areas
Action Plan for improvements - also make public
Repeat Survey in 12 months time