HHR Medical Practice May 2017
Gender
Male
Female
Age
under 18
19-24
25-44
45-54
55-64
65-74
75 and over
Ethnicity
White
Black or Black British
Caribbean
African
Mixed
White and Black Caribbean
Asian
British Irish
Chinese
Indian
Any other
Frequency of visiting surgery
Regularly
Occasionally
Rarely
Reception Customer Service
Excellent
Very Good
Good
Fair
Poor











Prompt – get rid of the self sign
in it destroys communications
Good services
Brilliant
Always very helpful and smiley
Both members of staff were very
helpful
My reasons for the rating are
when I come in the staff are
always friendly and ready to help
Always friendly respectful of you
as a patient
Very friendly, smiling and always
ready to help
Staff are always informative and
helpful
Amazing staff
Very Very Good







Service has improved over
time – has a more human
face – empathetic
Reception always try hard
to find appointments
Good service, everyone
treats everyone well
They always smile and are
polite.
Because the staff members
are very good at their jobs.
Even when they are on the
phone when you are making
appointments
Because I receive a warm
welcome at the desk.
Friendly and helpful
Clinician Communication
Excellent
Very Good
Good
Fair
Poor








Pleasant doctors and staff always
willing to help
Excellent it’s true
Very good advice from dr or nurse
GPs nurses always take the time to
help you unde4rstand what is
wrong. When they cant they go
above and beyond to get the
information for you
I am always listened to and any
concerns I have are addressed
Also very helpful and friendly –
gives good advice
Communication is always clear and
understandable
Think that set answers are given as
regards appointments – since that
is as far as my conversation goes












Because they give support to
everyone
Doctor I saw had a very calm
reassuring attitude
GPs and Nurses explain things
very well
Brilliant
Cant fault my treatment
Because they let you now exactly
how it is
All the staff are very kind ad
helpful
Because they listen to us
Clear, concise, helpful
The GPs and nurses are okay an
try to find a solution of how to
solve your diagnosis and
treatment
Will always try their upmost best
to support you
I always have the answers I need
Cleanliness of Surgery
Excellent
Very Good
Good
Fair
Poor










Always clean toilets, always fresh
Never seen the place untidy
I have never seen the surgery dirty or unkempt.
Very good seating and displays
Its spotless nearly all of the time
It is a little dated but clean
It has always been very clean throughout the
surgery
Because it is always clean
I think it needs a little more cleaning during the
day. But I cannot judge on them coming early
morning.
Actually I didn’t see anything dirty or messy



HHR wanted to establish how patients felt about the general Customer
Services they receive and to highlight if they were coming up against any
issues of concern that we could improve on.
We were very happy with the results we received. The feedback
regarding Reception Customer Services was excellent and was very
uplifting for our reception team. This motivates them to continue to
strive to offer the best possible service they can whilst dealing with
patients.
There was one issue highlighted that concerned the Patient Arrival
Screen with a patient requesting that we no longer used it as a means of
checking in.
◦ The patient arrival screen does not suit all patients that is why we have the option of
arriving either via the patient arrival screen or the front desk whichever is preferable
by the patient.
◦ Everyone has the choice of which method they use
ACTION PLAN
 Reception are to reinforce and make clear that patients can either arrive
with the screen or at the front desk. A notice will go up to state this.
 Reception to continue to strive to offer the best possible Customer Care.





HHR wanted to establish the quality of the communication
clinicians had with patients, again to highlight if this was an area
that could be improved.
The survey did not feedback any improvement ideas but the
clinicians will strive to continue to offer the service that patients
expect to receive.
We are continually monitored via FFT (Friends and Family Test) to
assess how we are doing as a practice
ACTION PLAN
We will continue to review the FFT feedback at practice meetings
and assess whether there are unmet needs for our patient group.
 A recent example of change initiated by feedback is with regards to
restructuring our appointment template to provide greater online access.





HHR decided it would be very helpful to get the views of patients
on the standard of our cleaning. Patients should expect to visit a
surgery that is clean and well maintained as this adds to the
patients experience
We are very fortunate that patients rate the surgery very well in
terms of cleanliness.
We were also happy that the display and posters were
commented on again this is very important that patients received
relevant and appropriate information in terms of health
promotion.
ACTION PLAN
Reception will ensure that after each shift the surgery leaflets are
put in their correct position and any litter cleared.