In a medical emergency phone 
Earlier this year we ran our Patient Feedback Survey, an independent patient feedback survey run by CFEP Surveys, and 393 of you filled it in. We’ve read every response, including all the written comments. Here’s what you told us.
What you said
97% of all ratings were Good, Very Good or Excellent. Our strongest results were in the consulting room:
- 91% for the respect shown to you by our doctors and nurses
- 90% for warmth of greeting, and for our clinicians’ ability to listen
- 90% of you would recommend us to family and friends
- 88% overall satisfaction with the practice
Almost everything improved on our last survey — waiting time in the surgery is up 13 points, after-hours service up 11, comfort of the waiting and consulting areas up 9, and telephone access up 8.
The comments were our favourite part. “I have always felt safe, respected and heard.” “It is such a busy practice, nonetheless it maintains a high standard of care.” And a few of you simply wrote: “Just keep on keeping on.”
What we’re working on
You were honest with us too, and a few themes came up often enough that we want to name them:
- Getting an appointment with your own doctor. By far the most common comment. We’re actively recruiting, and reviewing how we release on-the-day appointments.
- The phones. Hold times are still too long at peak periods. We’re reviewing our phone system and will bring in a new one shortly. In the meantime, online booking and self-check-in are both helping, well worth a try if you haven’t yet.
- Waiting room noise and seating. The new space looks good but it carries sound, and a small number of you found the seating uncomfortable. We’re looking at both.
- Our front desk. Some of you described warm, genuinely helpful service; others didn’t have that experience. We’re working on it with the team, and we’ve passed on the praise, too.
To the 393 of you who took the time to complete the survey: thank you. It really does help.