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Patient Survey Results


Dear Patient,


Thank you to those of you who took part in our recent survey over the new year period.  You can see the results by going to the following web site; in the event that you cannot access these, they are available here


As you can see from the results, we had 35 responses to this survey, which is down from the 46 responses we received in March 2012 when we last ran the survey.  We invited more than 250 patients who had expressed an interest in taking part, and had hoped for a larger number of responses this time around.


The results, on the whole, were quite similar.  We are disappointed though not to have maintained results or achieved improvements in the following areas.



- 87% of patients described their experience on last visiting the surgery to be 'satisfactory' (23%), 'good' (34%) or 'very good' (29%), which is down from 98% at the last survey


- 72% of patients are 'quite satisfied' or 'satisfied' with the practice opening hours, down from 78% at the last survey.


- 34% of patients said that they found it 'difficult' or 'very difficult' to get an appointment, up from 28% at the last survey


- Only 54% of you thought that the amount of time the doctor spent with you was ‘Very Good’ or ‘Good’.



In comparison to the areas where we have seen a slight a fall in our scores, there were other aspects of the surgery where patients indicated they were happy with the services provided.


- a minimum of 69% of you felt that consultations with doctors were 'good' or 'very good' in respect of thoroughness, listening, putting you at ease, patient involvement in decisions, explaining issues, patience and showing care and concern. 


- Of those patients that had seen a nurse, a minimum of 93% thought that their experience was ‘Very Good’ or ‘Good’.  There were NO responses saying that any aspect of these consultations were ‘poor’ or ‘very poor’. 


- Only 17% of patients said they 'disagreed' or 'strongly disagreed' that the practice provided the whole range of health services they needed.



There were also some changes since the last survey in respect of which of our patients responded to the Survey, and the priorities they identified


- Patients in the most recent survey identified Saturday opening as there clearest priority for additional hours.  In the last surgery, opening after 6.30 pm was the highest priority, closely followed by Saturday opening.


- In the last survey, 35% of respondents were from Tudor Drive, for this survey Tudor patients made up only 11% of the respondents.


- Patients identified access to blood tests as a service they would like to see extended at the practice.


As in the last survey, the top two priorities you identified were


1) The service patients receive from doctors


2) Ease of making an appointment


After the last survey, we circulated an Action Plan identifying your main priorities, please see below a list of what we have managed to complete from that plan so far this year


Service from our Doctors – Acupuncture appointments are now available (if clinically appropriate) with one of our new Doctors, Dr McQuattie


Service from our Nurses – Following a training item at one of our regular Nurses meetings, only 3% (previously 16%) of people felt that way the nurses involved you in decision about your care was ‘fair’ or ‘poor’


Practice opening hours – The practice now has more appointments available between 6.00 pm and 8.00 pm each weekday evening.


Our Facilities/ Buildings – We are currently in the process of installing a queuing system in our reception area to help provide patients with more privacy at the reception desk.


I have reviewed the 'Action Plan' to reflect what has been completed, and for the next 6 months we will be focussing on the section relating to the services you receive from our doctors and nurses.


If, in the meantime, you would like to comment or provide feedback on these results, please do not hesitate to call me on the number below or send an e-mail to this address (please use the e-mail title "PATIENT SURVEY FEEDBACK").  Unfortunately, we only had one patient indicate that they would be interested in taking part in a face to face meeting to discuss the results, so it is not really practical to go down that route to conduct any consultation as it would be unrepresentative.


Thank you for the interest you have shown in helping us to improve the day to day running of the Churchill Medical Centre, I look forward to contacting you with further information in the coming months.  If you would like your name removed from our Patient Reference Group list, please reply to this e-mail with "PATIENT SURVEY STOP" in the title.  If you have registered for the patient reference group since the new year, we hope to send out our next survey in roughly 4 months time.


Kind Regards,



Mat Chilcott

Practice Manager