Boundary House Medical Centre

Patient Survey ResultsMarch 2014

How was this survey undertaken?

• 198 replies received• Approximately 2.1% of our patient population

were surveyed• Post, email and in-practice replies• Not all were fully completed but all included• All comments have been included

Survey breakdown by age

Survey breakdown by gender

Survey breakdown by ethnicity

Survey breakdown by employment status

How do you rate the practice opening hours for appointments?

Do you know about appointments before 8.30am on Tuesday and Friday?

If you rated opening hours poor, what additional hours would you like?

Note – all responses here were included even if they did not rate poor for opening hours – only 1% rated poor

Ease of getting through on phone

Arranging to speak to a doctor/nurse on the phone

Are you happy to tell staff the nature of your problem?

Are you happy with repeat prescription line?

Do you normally get seen for URGENT GP appointments on the same day?

How quickly do you get seen for NON URGENT GP appointments?

How do you rate this?(Access to non-urgent appointments)

How quickly do you get to see a particular GP of choice?

How do you rate this?(Access to a particular GP)

What do you think of our text reminder service?

Do you know the practice has a website?

What do you use the website for?

• Booking appointments• Repeat prescriptions• General info• Telephone number• Opening times/staff who work• Change of address• Register online

All things considered, how satisfied are you with the practice?

General Comments - Positive• I have been really pleased with the level of service from Dr Burke, she has been amazing with me and

helped solve an issue I’ve been having where no doctor has before• I find the staff and GPs very helpful and pleasant• We have been with this practice since 1941 so I think that speaks for itself. Very good!• I am very happy with the service• My experience with Dr Burke recently when my daughter was poorly was very good, she is a credit to your

team• Tracy on reception very helpful in finding me a cancellation appointment• I think this is a good practice• Early morning appointments are helpful• Always looked after with great care and attention from both staff and doctors• Have always found the staff very helpful and friendly• I am really happy with the service provided so far. I am a new patient• The doctors and staff are fab• Never had a problem• Blonde lady on reception is lovely and very helpful

General Comments - Improvements• Would like appointments after work• I would appreciate an update on all facilities you have to offer and updated opening times• Admin staff could be more helpful at times and have more empathy• With the introduction of your new service, I find that there are too many extra levels of seeing the doctor of

choice. That said it is still a good surgery• Very poor telecom service, used to be ok• Wait longer for non urgent appointment but early am opening hours are really good• Hard sometimes to classify urgent vs non urgent• Doctors telephone appointments need to be better advertised/offered• Probably some weekend opening would help• Poor communication between the GP and the hospital which need more care to the patient, don’t know if this is

the fault of the hospital• My husband works unsociable hours and ALWAYS has to book holidays to see a GP. Weekends for workers only• Quicker answering the phone. Waiting too long to get through• Had a couple of issues where my prescription was messed up right before a holiday and an appointment I booked

wasn’t booked properly so I couldn’t see anyone, night before holiday. Staff weren’t helpful, just said they didn’t know what had happened rather than try to solve the situation

• My cancer treatment started nearly 2 weeks late because of this surgery• Water fountain in waiting area would be good