1. Patient satisfaction survey 2019
Cator medical centre
Patient satisfaction survey 2019

2. Survey methods Cator medical centre PSS 2019
Surveys were given out at reception during a 3-week period in June 2019
A total of 89 surveys were handed back in for Cator Medical Centre
There was no selection of patients, surveys were given to all patients who attended
Patients were asked to hand them back to reception on the same day to avoid non-returns
The survey was carried out for both Cator Medical Centre and Elm House Surgery contemporaneously

3. 1. When did you last see a doctor at the surgery?
Cator medical centre PSS 2019
1. When did you last see a doctor at the surgery?

4. 2. Which methods would you prefer to use to book an appointment?
Cator medical centre PSS 2019
2. Which methods would you prefer to use to book an appointment?
Respondents could select multiple answers. Total responses 111

5. 3a. In the past 6 months how easy have you found…
Cator medical centre PSS 2019
3a. In the past 6 months how easy have you found…
Getting through on the phone
86.5% of respondents said getting through on the phone was very easy or acceptably easy

6. 3B. In the past 6 months how easy have you found…
Cator medical centre PSS 2019
3B. In the past 6 months how easy have you found…
Speaking to a nurse on the phone
77.3% of respondents who felt the question was applicable to them said that speaking to a nurse on the phone was either very easy or acceptably easy

7. 3C. In the past 6 months how easy have you found…
Cator medical centre PSS 2019
3C. In the past 6 months how easy have you found…
Speaking to a doctor on the phone
71.9% of respondents who felt the question was applicable to them said that speaking to a doctor on the phone was either very easy or acceptably easy

8. Cator medical centre PSS 2019
4. In the past 6 months how often were you able to see a doctor for a problem you considered urgent on the same day?
71.9% of respondents who felt the question was applicable to them said that they could always or mostly see a doctor on the same day for a problem they considered urgent

9. Cator medical centre PSS 2019
5. In reception are you concerned that you may be overheard by other members of the public?

10. 6. How helpful do you find the receptionists?
Cator medical centre PSS 2019
6. How helpful do you find the receptionists?
96.6% of respondents felt that the reception staff are either very helpful or somewhat helpful

11. Cator medical centre PSS 2019
7. How do you feel about how long you usually have to wait to see a doctor or a nurse?
88.7% felt either very satisfied or somewhat satisfied with the typical wait for consultations

12. 8. Are you aware of our e-consult service?
Cator medical centre PSS 2019
8. Are you aware of our e-consult service?
Unfortunately 70.8% of respondents were not yet aware of our e-consult service

13. 9. Which ways are you likely to communicate with us?
Cator medical centre PSS 2019
9. Which ways are you likely to communicate with us?
Respondents could select multiple answers. Total responses 148

14. 10. Are you aware of our online repeats service?
Cator medical centre PSS 2019
10. Are you aware of our online repeats service?
Respondents could select multiple answers. Total responses 148

15. Cator medical centre PSS 2019
11. In general, how satisfied are you with the care you get at the practice?
96.5% of respondents who answered the question were either very satisfied or somewhat satisfied with their care at the practice

16. Cator medical centre PSS 2019
12a. What is your…
Age

17. Cator medical centre PSS 2019
12b. What is your…
Gender

18. Cator medical centre PSS 2019
12c. What is your…
Employment status

19. Cator medical centre PSS 2019
12d. What is your…
Disability status

20. Cator medical centre PSS 2019
12e. What is your…
Ethnicity

21. 13. Comments Cator medical centre PSS 2019 Negative comments
No vaccine in stock and had to make another appointment. Would have been nice to have been told in advance
I have found it harder to book appointments [for an adult] for a couple of issues I have that are not urgent. The waiting time is much longer [than for children] and the appointment felt rushed and unsatisfactory
Overall, happy with services, sometimes a bit inconsistent when phoning for appointments - some people will say weeks away and then when I call back I get one easier
Would be nice to phone + get app quicker. Various tests and results to be faster so we don’t get anxious for results. We understand - lots of patients - not enough staff. Thanks for your care
The app does not allow you to book more than a week in advance
On some occasions personal information was not updated. Would like the surgery to be more prompt on that

22. 13. Comments Cator medical centre PSS 2019 Positive comments
Text reminder service is great
Nurses are amazing
The service is really great for children
We have been very satisfied with Cator since the day we jointed 10+ years ago. All the staff are really helpful and pleasant
Happy and pleased with the service and staff including doctors. All 5 star
We are so lucky to have a medical centre like this
The doctors and staff are AMAZING!
Good at calling back (re speaking to a doctor on the phone)
Very good practice I moved from another practice as it was terrible

23. 13. Comments Cator medical centre PSS 2019 Positive comments
Dr Holdridge is a wonderful doctor
I really appreciate the service, care and long opening hours of Cator Medical Centre
An overall well-run practice
I have always found the receptionists, nurses, doctors (and in particular Dr Thompson) to be professional, knowledgeable and generally very caring. I would have no hesitation in recommending Cator

24. Learning points Cator medical centre PSS 2019
Econsult is still not as widely known as it should be
Most people still prefer to communicate with the practice and book appointments on the phone
13.5% of respondents still report that getting through on the phone is somewhat difficult, very difficult or impossible - is there a change to telephony we can make to improve this?
12% of respondents said that they could never see a doctor for a problem they considered urgent on the same day - perhaps more publicity is needed about how we respond to urgent problems?
19% of respondents mentioned concerns about being overheard at reception. How might we respond to this?