ROWAN TREE SURGERY

Patient Survey Results

2014

90% of respondents would recommend the surgery to a friend

Thinking about the Rowan Tree Surgery, how likely would you be to recommend this surgery to a friend, would you be:

Very likely

Fairly likely

Not very likely

Not at all likely

Don't know

Thank you, but you also told us…..

Please keep the same

doctors too much

change

some doctors being at the practice on more days

More consistency with doctors

We Agreeand hope the recent

changes help

Dr Latha Kestur

Who was with us last year, has returned to Rowan Tree in a permanent position after a brief spell as a GP in London

She will be working:

Mornings

Monday, Tuesday, Thursday and Friday

Afternoons

Monday, Wednesday, Friday

Dr Chloe Davis

Joined us in September 2013 and from February 2014 has increased her sessions She will be working:

Mornings

Monday, Wednesday and Thursday

Afternoons

Thursday

Dr Usha Aron

Started the practice over 25 years ago, and is beginning to plan for her retirement.

Dr Aron looks after our nursing home patients and Minor Surgery at the practice on a Friday.

Patient appointment sessions take place on

Tuesdays (late night opening) 6 and 8pm

Fridays 3 to 4pm

Dr Jon Angel

Along with Dr Aron is helping to steer the practice along the correct path for the

future. He is very active in the behind the scenes work involved in running the

practice

Patient appointment sessions take place on

Wednesday afternoons

95% of respondents felt the doctor was good or vey good at involving you in

decisions about your careLast time you saw or spoke to a GP from The Rowan Tree

Surgery how good was the GP at involving you in decisions about your care?

Very good

Good

Neither good nor poor

Poor

Very poor

Doesn't apply

We then asked some questions about the practice and

compared the responses with those given last year

This year 5% of respondents did not know about the telephone number

01892 573108This number is an alternative to the

previous 0844 number.

Last year over 50% or respondents did not know about the 01892 573108 number

This year 10% of respondents were unaware patients could order repeat

prescriptions on line, compared to 20% last year.

We have introduced a new system called patient access, which enables you to order repeat prescriptions from the surgery website and also book a

doctors appointment on line.

The Electronic Prescription Service is still not know to almost 50% of respondents.

If you use a regular pharmacy and let us know you wish to collect all your

medication from this pharmacy we can send your prescription to them

electronically. This is a more efficient process for the surgery and the

pharmacist.

Last year 25% of respondents did not know about the surgery website, this year almost 30% of respondents did not know about it.

Our website address is www.rowantreesurgery.co.uk

Last year 18% of respondents did not know the surgery opening times compared to 14%

this year.

We are open from 8am to 6:30pm On Tuesdays we are open longer

We have appointments from 7:30am and later appointments until 7:50pm

Over 40% of respondents in both years are not aware of the services available when the

surgery is closed.

We asked you to rate the surgery on the following, where 1 is poor and 7 is

excellent

0 1 2 3 4 5 6 7

Treated with respectand courtesy

Quality of care fromthe nurses

Way treated by thereceptionists

Quality of care fromthe doctors

2014

2013

We asked you to rate the surgery on the following, where 1 is poor and 7 is

excellent

0 1 2 3 4 5 6 7

Book appointment fora time that suits

See a doctor quickly ifurgent

Getting through on thephone quickly

2014

2013

We asked you to rate the surgery on the following, where 1 is poor and 7 is

excellent

0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00

The physicalenvironment

Quality andamount ofinformation

The level ofprivacy atreception

2014

2013

We asked what is good about the practice and you wouldn’t want to change

You saidThere is always someone able to see my children when

needed and myself. All staff are lovely and extremely helpful.

kindness and friendly

environment

the receptionist are very empathic and allow you to go to the back room to talk privately, very polite and friendly

doctors and reception staff are well informed and excellent

being able to get an appointment or speaking to a doctor on the same day

clean and welcoming

surgery

We asked you what we could improve And there are some common themes• We have already mentioned greater consistency with doctors

Other areas are

• Appointments, availability and running to time

• Telephone lines busy at 8am

• Privacy at Reception

• Too much information in the waiting room

• Better play area/ facilities for children

Thank you for your feedback

We are now looking at what we are able to do to make things better

An action plan will be available to view on our website and we will keep you updated

3% of patients over 16 responded to our survey this year, with slightly more

responses from females.

Please indicate below, are you:

Male

Female

Prefer not to answer

We received responses from a wide range of ages.

Please indicate your age group:

16-24

25-34

35-44

45-54

55-64

65-74

75+

Prefer not to answer