WISTARIA SURGERY PATIENT SATISFACTION SURVEY - 2008

Thank you for taking part in the Patient Survey which took place in the Winter of 2008. Questionnaires were distributed to a random selection of patients for completion in the surgery. The questionnaire was designed to find out patient views on access, including availability of appointments, waiting times, telephone access, communication skills, continuity of care and the range of services available.

The partners and staff at Wistaria Surgery are proud of the results and feel confident that it is a true reflection of the work that is put in by both clinical and administrative staff. However we do acknowledge that there is always room for improvement, and continues to strive to provide patients with the best possible care. In the last year we have added extended hours appointment on some early mornings, evenings and Saturday mornings for those who have difficulty attending normal surgery hours. We have reorganized our working patterns so more staff are able to answer incoming phone calls.

Question	Wistaria Surgery Achievement 2007	Wistaria Surgery Achievement 2008
Satisfaction with receptionists	91% Good – excellent	93% Good – excellent
Satisfaction with opening hours	72% Good – excellent	82% Good – excellent
Satisfaction with availability of particular doctor	62% Good – excellent	69% Good – excellent
Satisfaction with availability of any doctor	68% Good – excellent	86% Good – excellent
Satisfaction with waiting times at practice	61% Good – excellent	76% Good – excellent
Satisfaction with phoning through to the practice	65% Good – excellent	67% Good – excellent
Satisfaction with how well doctor listens	94% Good – excellent	97% Good – excellent
Satisfaction with doctor’s patience	91% Good – excellent	98% Good – excellent
Satisfaction with doctor’s caring and concern	93% Good – excellent	96% Good – excellent
Overall satisfaction with practice	81% very satisfied/completely satisfied	87% very satisfied/completely satisfied

Please also see a few of your remarks made in the survey:

Always there, reliable & professional

Highly efficient, but still cheerful, helpful & caring

Very happy with the way my health concerns are dealt with in a friendly atmosphere

Our doctors & nurses are wonderful, also our receptionists – we are very lucky

Jan Lamont

Acting Practice Manager

MILFORD MEDICAL CENTRE PATIENT SATISFACTION SURVEY - 2008

Thank you for taking part in the Patient Survey which took place in the Autumn of 2008. Questionnaires were distributed to a random selection of patients for completion in the surgery. The questionnaire was designed to find out patient views on access, including availability of appointments, waiting times, telephone access, communication skills, continuity of care and the range of services available.

The partners and staff at Milford Medical Centre are proud of the results and feel confident that it is a true reflection of the work that is put in by both clinical and administrative staff. However we do acknowledge that there is always room for improvement and continues to strive to provide patients with the best possible care. In the last year we have added extended hours appointment on some early mornings, evenings and Saturday mornings for those who have difficulty attending normal surgery hours.

We will also be auditing incoming calls & telephone access to doctors and will report back on any further improvements in this area.

Question	Milford Medical Centre Achievement 2007	Milford Medical Centre Achievement 2008
Satisfaction with opening hours	77% Good – excellent,	81% Good – excellent,
Satisfaction with availability of particular doctor	74% Good – excellent	75% Good – excellent
Satisfaction with availability of any doctor	74% Good – excellent	79% Good – excellent
Satisfaction with how well doctor listens	94% Good – excellent	94% Good – excellent
Satisfaction with doctor’s patience	91% Good – excellent	92% Good – excellent
Satisfaction with the quality of care the nurses provide	94% Good – excellent	95% Good – excellent
Overall satisfaction with practice	78% Very satisfied/completely satisfied	81% Very satisfied/completely satisfied

Please also see a few of your remarks made in the survey:

.My doctor is everything I have expected of her and more.

The appointment system is first class.

We are so lucky to have this health centre and our doctors.

This is a very efficient & caring practice.

All excellent – reception & secretarial staff are always very helpful.

Jan Lamont

Acting Practice Manager