1. DR NAGPALS SURGERY PATIENT SURVEY RESULTS 2013-2014

2. Details of the GP Patient Survey:  The survey was put together following the last Patient Participation Group Meeting. The survey was sent out to all members and approved.  The questionnaires were handed out from Monday 20 th January 2014 until 150 had been returned.

3. The Questions The survey asked questions relating to:  Access to appointments  Telephone access to book appointments  Clinical consultations  Patient Participation Group  Online appointments

4. Patients Surveyed

7. Question1

8. Question 2

9. Question 3

10. Question 4

11. Question 5

12. Question 6

13. Question 7

14. Question 8 The information provided by the reception staff?

15. Question 9

16. Question 10 Did you know that we now offer online appointments?

17. Question 11

18. Question 12

19. Question 13 Did you know that the surgery has a Patient Participation Group Meeting?

20. Question 14

21. What other service would you like to see at the practice?

22. Online surveys Appointments which can be made up until the afternoon Cant really ask for anymore as I can book on line now All good Improve telephone service Child only clinics aged 0-5 years old- Both Doctor/Nurse Order prescription over the phone More evening and weekend surgeries More politeness by reception staff and to remind them they are receptionist not doctors

23. Quick test result You offer all I require at present thank you This practise is excellent and have always been helpful and informative all the staff are brilliant, caring and helpful. I don’t know how they could improve on an excellent service I would like to see soft spoken staff at the reception Weekend opening Get appointment on same day More understanding of patients and should be able to book appointment on site and not waiting a week When you have urine and blood tests a phone call for results

24. The old reception staff at times could be rude however this has improved We really happy doctor good The surgery could do with more staff to answer the phone to make appointments especially in the morning as you could be ringing over 50 times to get through Longer opening times at weekend and evenings Improvement of reception staff. Selective member of patients to engage a monthly meeting to improve and to move forward with any issue that may arise More telephone lines

25. SURVEY ACTION PLAN/CHANGES?