Patient Survey Results 2024 - You Said, We Did

We would like to thank more than 1,200 patients who completed our Patient Survey in March this year and the 115 patients who completed the national GP survey in January.  

The survey in March 2024, showed improvements in all areas, when compared to the previous year’s results, including the number of patients who took part. There was a 3% increase in those finding it easy to contact us while telephone waiting times have improved with 74% of calls answered within ten minutes. 77% of respondents said they had been offered an appointment and 58% of appointments were face to face, a 3% increase on the previous year.

Patient satisfaction in 2024 was higher in seven key measures including being happy with staff, their treatment and the advice they received. Patients were very positive about recommending the practice to others.

The national GP survey also showed a similar trend of improvements.

After carefully analysing the results of both surveys, we are taking the following actions to address issues raised.

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We will:

  • Commence a trial of a call-back function on the telephone system during busy times, which should mean less waiting in queues.
  • Enhance confidentiality in reception by introducing printed slips for patients to complete, if they wish to write down any sensitive information to pass onto our staff. This is in addition to the option to discuss private and sensitive issues with our staff in our quiet room.
  • Produce simple user guides for Anima electronically and on paper and offer support from the Patient Participation Group for new registrations.
  • Give feedback to Anima regarding the insufficient character limit for various text boxes and also request more questionnaires so that issues not currently covered may be included.
  • Continue with awareness and promotion campaigns regarding the services and platforms available to our patients.
  • Given careful consideration of all the data and comments submitted, we are confident that our actions taken in response should lead to further improvements.

Lead GP, Dr Stephanie Betts-Masters said: ‘We would like to thank everyone who took the time to complete this survey. Your views are very important and we have taken into account all the individual comments received. As a result of your feedback we have put these measures in place to address the concerns raised. We look forward to continuing to gather data and work with our Patient Participation Group to make changes as and where we can.’  

Published: Aug 12, 2024