1. DOCKLANDS MEDICAL CENTRE Practice Survey Feedback Meeting – 13 th March 2014

2. WELCOME  Introduction  House keeping  Refreshments  Please note this is not a venue to discuss individual issues

3. SURVEYS FOR THE IMPROVEMENT OF THE PRACTICE  Docklands Medical Centre distributed questionnaires for all patients to complete.  We started distributing the questionnaires on the 13 th February 2014  The questionnaires were distributed at the reception desk handed out by the reception staff as patients came to the surgery for a variety of services.  It was also distributed on the surgery website on www.docklandsmedicalcentre.com www.docklandsmedicalcentre.com  MJOG message (our text messaging service) was send out to all patients to inform them that the survey was distributed on the website and the reception desk for patients to complete

4. RETURNED SURVEYS  63 completed Questionnaires were received  The demographic of the patient responses to the surveys are shown here

5. SURVEY RESULTS  Looking at the results, most of the responses to the questionnaires were very positive.  But there are few area’s we can work on to improve the service more – we will see this on the slides as we go along.

6. RESULTS OF THE SURVEY Area to work on - more than 60% unable to speak to nurse or GP easily on the phone

7. RESULTS OF THE SURVEY

10. Area’s we need to work on - quarter of patients having to wait more than 30mints to be seen. Patient comment: Doctors/nurses should spend more time with patients and explain things clearly and NOT HURRY because the patients were called in late Area we will need to work on - more than half the patients still unaware of the option to book/ cancel or to order medications online

11. RESULTS OF THE SURVEY

12. PATIENT COMMENTS  We welcome all Patient comments, the comments added on the surveys will be taken in consideration, and where possible action will be taken to improve our services in Docklands Medical Centre.

13. Patient Comments regarding: Reception staff: 3 4 GP’s: 3 3 Nurse’s: 6 0 Saturday clinic request: 3 requests made to have Saturday clinic Text messaging service: 1 0 Services at the practice: 3 3 Positive: Negative

14. THANK YOU FOR YOUR TIME  Question and answer