Practice Survey Report 2019-2020
This survey was concluded in January 2020. The results of the questionnaires were quite positive, however there is still work to be done to improve the patients’ experience at the surgery.
We had 215 responses in total. 173 on-line & 42 paper responses.
A total of 199 patients (92%) described their experience of making an appointment as “good” and 200 (92%) were either very satisfied or satisfied with the type of appointment they were given.
175 (80%) were satisfied with the Practice’s appointment times and 14 (5%) were dissatisfied or very dissatisfied with the appointment times.
Only 73 (33%) knew about the Patient Participation Group (PPG) 61 (28%) knowing what it involved. However 105 (48%) were interested in joining the PPG 38 as face-to-face members and 67 as “virtual” members.
Wigan Alliance (HUB)
92 (42%) were aware of the HUB with only 74 knowing how to access it.
121 (56) patients were aware of the surgery webpage but 130 (60%) are actually signed up, on Patient Access in order to book appointments & order prescriptions etc.
However positive the results of the survey there is always room for improvement.
We are taking on another part-time Nurse and a receptionist is going to do the HCA (Health Care Assistant) so that will ensure we can offer more appointments. We are also implementing a triage service for appointments which will facilitate patients being directed to the correct sort of appointment with the most suitable person.
We are also going to work on the recruitment of patients to volunteer for the PPG and then we can have a larger diversity representing all the patients at the practice.
It will also be necessary to promote the Surgery website as there is a host of information on there but we must be mindful that not all patients will have access or wish to access via the internet and we must not lose sight of these patients and we must help them to access as much information as they need in another form.
There is a lot of work to do and we must not become complacent. The team must all work together to give patients the best possible experience at the surgery.