Year 2011 By Drs McNeilly Fearon Orjiekwe and Subramanian Rainhill Village Surgery Patient Experience Survey.
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Year 2011By
Drs McNei l l y Fearon Or j iekwe and Subramanian
Rainhill Village Surgery Patient Experience Survey
Clinician seen
52%
12%
11%
25%
Clinician Seen
DoctorNurse ClinicianPractice Nurse(blank)
Age of Respondents
20-30 31-40 41-50 51-60 61-74 (blank) >750
5
10
15
20
25
15
13
16
6
22
3
14
Age of Respondents
Total
Sex of respondents
60%
37%
3%
Sex of Respondents
FemaleMale(blank)
Telephone access
exce
llent fa
irgo
od
no e
xper
ienc
e
very
goo
d0
5
10
15
20
25
30
3534
7
19
3
26
Speed at which telephone was ini-
tially answered
Total
exce
llent fa
irgo
od
no e
xper
ienc
e
very
goo
d0
5
10
15
20
25
30
35
40
45
50
17
57
46
14
Speed at which tele-phone was answered if
call transfered
Total
About your appointment
52%
2%12%
2%2%
29%
Length of time you had to wait for appointment
excellentfairgoodno experiencepoorvery good
exce
llent fa
irgo
od
no e
xper
ienc
epo
or
very
goo
d0
10
20
30
40
50
6051
2
10
1 2
23
Conveinence of day and time of your appoint-
ment
Total
Seeing doctor of your choice
excellent fair good no experience poor very good0
5
10
15
20
25
30
35
40
45
50
43
9
17
4
1
15
Seeing the doctor of your choice
Total
Checking into reception
excellent fair good no experience very good0
5
10
15
20
25
30
35
40
45
39
2
15
9
24
Length of time waiting to check in with reception
Total
Waiting to see doctor or nurse
31%
4%
26%
11%
1%
26%
Length of time waiting to see doctor or nurse
excellentfairgoodno experiencepoorvery good
Obtaining a home visit
excellent fair good no experience very good0
10
20
30
40
50
60
70
8
2
9
62
8
Opportunity of obtaining a home visit when ne-cessary
Total
Obtaining home visit
excellent fair good no experience very good0
10
20
30
40
50
60
70
8
2
9
62
8
Opportunity of obtaining a home visit when ne-cessary
Total
Satisfaction with after hours service
excellent fair good no experience poor very good0
10
20
30
40
50
60
70
14
2
7
60
24
Level of satisfaction with after hour service
Total
About prescriptions
43%
1%
9%26%
21%
Prescription ready on time
excellentfairgoodno experiencevery good
exce
llent fa
irgo
od
no e
xper
ienc
e
very
goo
d0
5
10
15
20
25
30
35
40
4541
1
14
21
12
Prescription correctly issued
Dealing with prescription queries
excellent fair good no experience very good0
5
10
15
20
25
30
35
35
3
11
28
12
Handling of any prescription queries
About results
exce
llent fa
irgo
od
no e
xper
ienc
epo
or
very
goo
d0
5
10
15
20
25
30
35
27%
1%
10%
37%
1%
23%
Were you told when to contact surgery for
results
exce
llent
fair
good
no e
xper
ienc
e
poor
very
goo
d
0
5
10
15
20
25
30
35
23
1
11
32
1
21
Results available when you contacted surgery
Satisfaction with relaying of results
excellent fair good no experience poor very good0
5
10
15
20
25
30
35
24 (30%)
3 (3%)
13 (14%)
32 (36%)
1 (1%)
16 (18%)
Level of satisfaction with the manner resultswere given
Information provided by reception staff
excellent fair good no experience poor very good0
5
10
15
20
25
30
35
40
35
4
10 10
1
29
The information provided by the reception staff
Helpfulness of the reception staff
excellent
fair
good
no experience
very good
0 5 10 15 20 25 30 35 40 45
45
3
10
7
24
The helpfulness of the reception staff
Helpfulness of other staff
excellent good no experience very good0
5
10
15
20
25
30
35
40
45
41 (46%)
7 (8%)
14 (15%)
27 (30%)
The helpfulness of other staff
Overall satisfaction
53%
3%
11%
8%
25%
Overall satisfaction with the reception staff
excellentfairgoodno experiencevery good
62%
2%4%
8%
24%
Overall satisfaction with the practice
excellentfairgoodno experiencevery good
comments
excellent level of patient service. provides an efficient and robust service. i left the surgery very satisfied with the high level of care received. i have every confidence in all the GP's and practice nurses. 1
excellent practice 1
excellent service. always has been. Dr McNeilly is excellent 1
Excellent surgery 1
i am very happy with all things 1
i have no complaints only compliments for all the staff 1
i have nothing but praise in which the practice operates and its staff keep up the good work 1
i think no other surgery can outshine rainhill, very pleased with the service i receive. thanks 1
i think this surgery is the best in rainhill 1
comments
medical, nursing and admin are helpful and supportive. they are generally very reliable 1
no complaints. very good service from all members of staff 1
overall happy with service.
could have got appointment but not with female doctor so had to wait, 1
so pleased with this surgery. i can phone any time and the staff help you with an appointment. don't have to wait for days 1
some of the questions i have not answerer because i have not used the practice in this capacity 1
some reception staff are more helpful than others 1
the staff have always been helpful and pleasant 1
The surgery is very efficient and makes allowances for disabled patients/carers. staff are friendly and doctors and specialist nurse are excellent 1
very efficient and friendly staff 1
very pleased with the service i receive 1
very satisfied with doctors and surgery 1
well run gp and nurse practice. doctors, nurses and receptionists always well mannered and knowledgable 1
when ringing for results not sure or confident when explaining them to me (staff). but most staff very helpful at every opportunity 1
comments
a very good practice especially when you need appointments for children. parking is a nightmare
as i am disabled more car park facilities would be a help
couldn't ask for better. first class service
difficult car parking
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