Victoria MC Patient Survey: is the service better, same or worse?Half say better, 25% each same and worse. Little changed over weeks

On satisfaction, rapid response is a key driver.“Very satisfied” patients waited average 65 minutes, “very unsatisfied” 117.

A key driver in approving change is continuity.Where patients expressed a preference, of those saying “better” 66% spoke

to usual doctor, but only 13% of those saying “worse”

Main findings• Approval for the change is high, twice as many saying it’s better as

saying it’s worse.• These proportions are little changed over time. We have seen these

improve in other practices where response times are faster.• Response time is a driver of satisfaction, but an average of 65 mins

means plenty more room for improvement (some are half this)• Continuity may be an even greater driver. Where a patient asked for a

specific GP, they were much more supportive of change if that doctor phoned.

• Dramatically improved performance since before launch – but patients expectations go up too. Main thing is to concentrate on fine tuning for speed and continuity. Know very well when demand is predicted to come in.

Which is the best pancake?

Cold and soggy

Hot, fresh and crispy

How fresh is that?

How will they know when to call?

Dr Presley

is in th

e building on

Monday Tuesday Friday