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Patient Experience Survey Results Posted on 24 Mar 2016


Patient Experience PE001 March 2016


The QOF Patient Experience indicator requires us to ‘undertake a survey of patients who have had contact with the practice (face to face or telephone consultation or prescription) within the past year’ with 2 questions.  We had to survey at least 2% of the practice list size and we needed to get a minimum of 50 responses. 


Practice List size as at Jan 16 was 3488 therefore we surveyed 70 patients.   We began the PE survey week commencing 08.02.16 and ran with it until we had  handed out 50 surveys to patients following face to face consultation with a GP.  We picked our random sample of patients by selecting every third name on each surgery list. We felt this should give us varied and representative feedback, considering the steep rise in foreign nationals who have been registering with the practice since January.  We also posted out 20 questionnaires, enclosing an SAE, to patients who had contact with the practice through telephone consultation/home visit or prescription during the year.  We wrote to a mixture of young families, the elderly and those with complex needs.  The mandatory question we asked was:


‘Would you recommend your GP practice to someone who has just moved into the local area?’


And the follow-up question we asked was:

‘Please can you tell us the main reason for the score you have given?’


All  responses were anonymous (unless patients chose to sign their names) and a box was left in reception to collect surveys.  We received back 49 responses in this manner and 13 out of 20 via the post.


In summary



Number of Responses

% of Total Responses

Extremely likely






Neither likely nor unlikely






Extremely unlikely



Don’t know





Feedback is mostly positive and encouraging.  Patients appreciate the availability of appointments and the possibility of being seen at short notice in an emergency.  98.5% of patients surveyed indicated it was ‘extremely likely’ or ‘likely’ they would recommend the practice to someone who has moved to the area. However, the one patient who would be ‘extremely unlikely’ to recommend the practice, commented ‘I like my old GP’!  We will post a summary of results and comments on the noticeboard in Waiting Area and update ‘practice news’ on the practice website.


Some of the comments we have received are listed below:


‘I have found all staff in the practice to be extremely approachable and helpful.  Dr Russell has been extremely understanding and has dealt with any health concerns I had.  I am so happy I joined this practice.’


‘You can usually:

1     get an appointment quite quickly

2     communicate easily by email or telephone on non-urgent matters

3     see a male or female Dr according to preference

4     find office staff pleasant and helpful

5     keep you up-to-date with health screening checks’


‘Very good Doctors.  Very helpful and polite reception staff.  Very good nurse care.  Homely environment.  Does not feel like a large health centre where you would just be a number waiting to be seen.  Would really recommend GP practice.’


‘Friendly, helpful reception staff.  After 10 years attending, I would unreservedly recommend the practice.’


‘I have been a patient of this practice for many years.  During this time all the staff have been totally professional and friendly.  You could not ask for anything more.’


‘The Doctors are extremely helpful.  They listen to what the patient has to say’


‘On behalf of my husband:  In my experience I have always found the Doctors and all the medical staff first class.  They take time to listen to you and are very understanding and attentive.’


‘Quick appointment times.  Convenient location.’


‘I would be extremely likely to recommend my GP practice as they have always provided me with an excellent service.  They have always been very helpful, attentive and respectful towards me as a patient’


‘Very pleasant people in practice.  Doctors very efficient, kind and helpful.  Good appointment system.’


‘Everything seems to run very efficiently’


‘Appointments always available’


‘Always helpful on the phones and easy enough to get fitted in for appointment suitable for you’


‘Best GP Practice!  Very good and would not exchange for any other practice.  Very happy with Dr Simms’


‘Ability to get an appointment at short notice.  Friendly staff.  Good mix between technology and people service’


‘My Doctor has been so helpful in getting my condition diagnosed.  I left a previous GP to come here’


‘Dr Russell is attentive to the patient, offers good advice.  I feel very safe under his care’


‘Dr Simms has always responded to my needs in a very timely and considerate way.  Has patience and compassion.’


‘Doctors seem to care about me and when I need referred I get referred quickly.  I have recommended Dr Simms to whole family and anyone I speak to.  Both Doctors here work very hard and it’s easy to get appointments.’


‘The receptionists are always very helpful they make you feel nothing is a problem.  The surgery is very good, when you need an appointment and the Doctors are very good at listening when you talk to them.  Dr Russell has gone above and beyond for all my family.’


‘As a family we are all very pleased with the medical advice and where needed the follow-up treatments.  Almost always can get an appointment if not on the same day but the next day.  Never any longer to wait which is excellent.’


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