Patient Survey 2013
Report for
Barnoldswick Medical Centre
Introduction
This report details the findings from the Patient Survey conducted for Barnoldswick Medical Centre by Membership Engagement Services
(MES - a business of Electoral Reform Services Limited).
Objectives
The objective is to gain patient feedback on their last visit, as well as opinions on improvements they would like to see and how they would like
to be involved with the practice in the future, in keeping with the Patient Participation Directed Enhansed Service (DES) requirements.
Methodology
The questionnaire content was agreed with the practice to reflect local issues in accordance with the DES requirements. MES provided 500
paper copies and a link to an online version for distribution to patients.
Survey dates for this practice were 4th of December 2012 to the 15th of March 2013.
By this date a total of 255 completed questionnaires were received at MES and 0 internet submissions.
Sample profile
255
Paper
Internet
255
0
Male
Female
70
143
Under 18
18 - 34
35 - 54
Over 55
4
32
70
125
White
Mixed
Asian or Asian British
Black or Black British
Other Ethnic Group
225
0
5
0
0
Long Standing condition - Yes
Long Standing condition - No
105
73
These are the base numbers that apply to the charts within this report.
How would you rate your last visit to this surgery? (Score 1 - 10)
(9 ‐ 10)
Being able to book ahead for an appointment
at a time to suit you
The treatment or advice you received
Base: All respondents; 255.
13%
73%
Being treated with respect
16%
71%
11%
2% 3%
50%
3%
16%
53%
3%
12%
84%
31%
5%
41%
8% 0%
51%
The competence of the doctor who treated
you, if you saw one
Referring you to other services as
appropriate eg hospital consultant
15%
36%
44%
The competence of the nurse who treated
you, if you saw one
7% 2%
22%
69%
The physical environment within the surgery
5%
30%
32%
33%
5%
8%
13%
23%
56%
The way you were treated by the receptionist
The additional services which are available
within the practice (eg health visitor)
14%
35%
45%
Being able to see a doctor quickly (or within 2
days) if it was urgent
Getting through on the phone quickly
(1 to 6)
Not stated
Patient
Sur Well Park Practice
(7‐ 8)
27%
4%
16%
4%
9%
What was the best thing about this visit
Of the 255 patients who completed a questionnaire 108 made a comment at this question.
The comments are anonymised:
What was the best thing about this visit:
didn’t have to wait long to be seen.
Receptionist was friendly and very helpful.
Friendly reception staff
Staff very friendly and helpful
Knowing that after ringing the surgery I was still seen by the doctor on the same day.
The doctor
My appointment was for 9.00am I was called at 8.55am
I saw the practice nurse who was very good and happy to listen to me and also very helpful.
Dr Brown is courteous, knowledgable and always polite
Good response and friendly notice
Great listener. Very passionate and extremely good with her diagnosis
Seen quite quickly
Quick service, staff always helpful
I got an emergency appointment for my daughter very quickly.
No waiting time.
Served quickly
Doing this questionnaire
Not waiting long
Sound advice from doctors. Excellent service from nurses.
Always so friendly
Nice friendly reception, will help you when can with things.
other than my own
My GP acted quickly and referred to consultant
Friendly and helpful as always.
Friendly and get on with the job
Friendly staff and usually seen at the right times.
Didn’t have to wait long. Was sorted quickly.
The staff and physical environment are welcoming.
Appointment nearly on time.
Prompt service
Quick check in on machine
Appointment dead on time! The usual friendly but no nonsense professional attention from Dr Byran.
Receptionist service
Kept waiting at desk, when buzzing for assistance.
Efficiency
Helpful Recepetion staff and caring doctor.
Friendly staff
The waiting area didn’t seem overcrowded
confidence as always in my GP
My Dr is the best. Dr Roxburgh very nice and always listens.
Didn’t have to wait ages to be seen
The very helpful receptionists
Seeing Dr Roxburgh
What was the best thing about this visit
Of the 255 patients who completed a questionnaire 108 made a comment at this question.
The comments are anonymised:
What was the best thing about this visit:
Receptionist good. Only came for a prescripton.
Dr willing to give printed information. Reticent re complaint.
Speaking to Marie the nurse
Seen very quickly with my child
The efficiency and understanding of the doctor
Being able to see a doctor at short notice
Straightforward to book in
Polite service, always
I was fitted in very quickly
Friendly receptionist, nice doctor
Doctor very understanding
Doctor is very thorough
Satisfied with the diagnosis and referral
Receptionist on this occasion
Helpful receptionists and caring doctor
Staff
It was with sister so very little waiting!
Short wait.
Doctor kept appointment time. No personal time wasted.
Knowing my blood results over the past 12 months.
Got to see a doctor at the appointed time and received good advice.
The girls on reception
Help me a lot
What was the best thing about this visit
Of the 255 patients who completed a questionnaire 108 made a comment at this question.
The comments are anonymised:
What was the best thing about this visit:
Nurses always supportive of my needs
to know a lot better
The friendly nursing staff.
Approachable staff
Appointment on time, helpful and efficient
Kindness and efficiency of staff
Prompt response from reception to phone call great help of doctor.
Friendly service
Good advice and support from doctor
Being able to see your own doctor.
Friendly reception staff, helpful doctor
Friendly staff
Speed
Being able to make a quick appointment
Understanding
Very understanding
Seen by doctor quickly and prompt. Reception staff helpful
Friendly staff
Promptness at being seen by the doctor
An appointment was available at short notice
Being able to speak to my doctor
Everything was straight forward.
Speedy
The staff and seating area.
Getting attention
Emergency appointment within 90 mins with doctor
I was seen to very quickly
Friendly service and getting seen quickly
I was able to get in immediately to see the nurse.
Getting an appointment
Very friendly doctors and reception staff.
It was just ok. reasonable amount of time getting in to see was Dr. Dr was ok when I was in surgery.
Receptionists
Been seen very quickly
Efficient with good advice
Brilliant
Near to home
The lovely nurse
On time and dealt with all my concerns
Reception staff very helpful
Helpful reception staff
Didn’t have to wait long for appointment.
What is the one thing which could have been improved?
Of the 255 patients who completed a questionnaire 80 made a comment at this question.
The comments are anonymised:
What is the one thing which could have been improved:
I think the practice is being run quite efficiently
Shorter waiting times.
Toilet facilities
Excellent service received.
less waiting time
Less waiting time
Surgery could be bigger
I think if the reception area could be made bigger and have more than one receptionist at the desk.
Theres always room for improvement hence the questions.
Telephone service
If doctor was in surgery more often.
Prescription dates need to be evident i.e. when to re‐order. The present system is confusing.
Internet repeat prescriptions.
Don't always listen to what you have to say.
Only improvement would have to be a purpose built facility. The practice appears to be doing the best they can with the 'added on' houses converted.
All was satisfactory
The 8.30 phone system ‐ not being able to get through.
Nothing, they do an excellent job and Barnoldswick is very lucky.
See a doctor same day not in a weeks time.
Reception
Most of the receptionists are fantastic but one seems to have a problem and is quite rude.
possible to do this, and I understand completely. It would be nice to be informed if running late then you know what is going on. This I think woul
Maybe children's toys down at the bottom end of surgery.
The PA system could be much better! The clarity of microphones and speakers is not good in my opinion.
More staff helping with queue at reception.
Receptionists manner towards patients (not all of them are obliging).
No privacy at the check‐in desk is a bit off putting. Everyone can hear what is said.
Had to wait a long time to be seen.
The amount of time Dr takes currently ‐ over 1/2 an hour late.
Not being able to see your doctor in less than a week.
The step in one waiting room is a bit worrying when my young child is waiting round.
To be able to see my own doctor much sooner.
More straight forward information re decease and rate of progression
doctor.
Being able to have more access to health visitors.
Why have you stopped putting renewal date on repeat prescriptions form?
My child has been referred to a consultant but as our preferred hospital is Airedale, waiting times are quite substantial, and have to wait till middle of March.
Waiting time on phone.
I was given an emergency appointment for 8.35am but my details were not given to the doctor I was still waiting at 9.35am until I questioned it with the receptionist.
What is the one thing which could have been improved?
Of the 255 patients who completed a questionnaire 80 made a comment at this question.
The comments are anonymised:
What is the one thing which could have been improved:
Not having to wait too long past the appointment time before seeing the doctor.
Waiting time.
Results of tests given an early appointment to avoid worrying for a week.
Not enough privacy at reception
All other patients can hear you talk to receptionist. I would prefer some privacy!!
Privacy at reception desk is a problem.
The long delay between patients seeing doctors.
There is no mention in this survey regarding out of hours doctors appointments, Saturday openings and weekend visits!! These could well be what patients really want.
All the years both myself and my parents used this practice we have received a first class service. Top marks.
Speed of answering telephone.
More room to accommodate queuing.
I'm happy as things are.
More privacy at reception.
Getting to the root of the problem.
It perhaps needs a facelift and some new reading material!
Privacy at the front desk is my number one .
Courtesy from the front desk staff is my number two.
Drs are sit, listen and look at the computer screen.
What happened to question time, personal touch, family feel.
So far it is ok.
What is the one thing which could have been improved?
Of the 255 patients who completed a questionnaire 80 made a comment at this question.
The comments are anonymised:
What is the one thing which could have been improved:
WC facilities, although are there, not clear where they are?
pram at the door.
Time schedule with appointments
Using a normal telephone number to phone in and not a premium 0845 number which is expensive.
The reception area needs completely redesigning . Two receptionists dealing with two patients at the same time in a small window just does not work.
Privacy at reception ‐ ok if not many waiting but not good if busy.
Phone system
What can you improve that is already very good.
Privacy at desk
Read up more and be more informed in Fibromyalgia treatments, tabs etc.
Difficult to get through via telephone.
More physio at Barnoldswick
I am currently having to travel to Nelson for physio. It would be much easier if I could have it in Barnoldswick.
Everything ok.
Follow up on symptoms. Not resolved. Blood test normal so no advice to what to do.
The reception area is dated and unwelcoming
On line appointment system and repeat prescriptions online.
Phlebotomy service more flexible.
Shorter waiting times if possible
Better play area to keep kids busy!
to want to listen to the same radio station. If you are not feeling well and have to listen to something which is extremely irritating its not g
Making sure the receptionist respect you and not make you feel foolish.
Availability to see your own Dr on emergiencies when they are in the surgery.
took.
I don't know ‐ very happy with everyting
Confidentiality at reception
More staff working on getting checked in
NAME - ADDRESS - POSTCODE - TELEPHONE - E-MAIL
Of the 255 patients who completed a questionnaire 38 made a comment at this question.
The comments are anonymised:
NAME
B Hodkinson
Mrs A K Trick
ADDRESS 1
62 Coates Avenue
3 James Street
ADDRESS 2
Barnoldswick
Barnoldswick
Nishat Dunga
David Stead
Noreen Nichols
P A Vinther
5 Bossie Street
102 York Street
11 Windsor Place
10 Dickens Avenue
Barnoldswick
Anne Heaton
43 Wellington Street
B Julie Watson
Joyce Howarth
Michael Nixon
4 Ingleborough Drive
The Old Cornmill
13 Wellhouse Square
John Hobson
John Burns
William Singleton
April Czarnecci
Brian Tillotson
S Whitlock
Mrs E Woodward
Julia Pilkingon
1 Beech Grove
Flat 1
15 Moorgate Road
5 Robinson Fold
Moorview
3 Yellow Hall
3 Stoneybank Road
21a Ranking Close
ADDRESS 3
POSTCODE
BB18 6EU
BB18 5PG
TELEPHONE
07773 699459
07531 354245
01282 850926
Barnoldswick
BB18 5AZ
01282 817438
Barnoldswick
Barnoldswick
BB18 5QB
07714 089724
01282 812709
01922 263095
Lancs
BB18 6AW
Barnoldswick
18 Newtown
Barnoldswick
Barnoldswick
3 Cavendish Street
Kelbrook
Gaiby
Barnoldswick
Lancs
Barnoldswick
Lancs
Barnoldswick
BB18 6AE
BB18 5UQ
BB18 5QX
BB18 5LU
BB18 5QW
BB18 6TU
BB18 6RW
BB18 6BU
01282 813188
07564 846444
[email protected]
wellington43@btinterne
t.com
[email protected].
co.uk
johnhobson.uk@btinter
net.com
01282 814789
01282 852944
07923 027102
abigailvanessen@gmail.
com
Mrs A van Essen
Jayne Crabtree
[email protected]
[email protected]
om
[email protected]
BB18 5NR
BB18 5BE
BB18 6HD
BB18 5JH
Barnoldswick
E-MAIL
59 The Meadows Colne Lancs
BB8 7ET
07713 590009
[email protected]
t
NAME - ADDRESS - POSTCODE - TELEPHONE - E-MAIL
Of the 255 patients who completed a questionnaire 38 made a comment at this question.
The comments are anonymised:
NAME
ADDRESS 1
ADDRESS 2
ADDRESS 3
Skipton
POSTCODE
Christine Roberts
Love Tree Cottage
Thornton in Craven
Mr Philip Brown
1 Lockfield Drive
Barnoldswick
BB18 6HN
M Senior
5 Amblesid Avenue
Barnoldswick
BB18 5JL
John Stansfield
A Edmondson
Terrence Moss
Susan Harrison
Paul Standrill
D J Harrison
39 Rosemount Avenue
21 Conway Crescent
Beckside Cottage
6 Moorgate Road
12 Park Avenue
Croft Cottage
Barnoldswick
Barnoldswick
Walmsgate
Barnoldswick
Barnoldswick
East view
BB18 5JR
BB18 6EX
B18 5PS
BB18 5QX
BB18 5AT
BB18 5NW
Miss J Foster
Claire Bown
Charlene Simpson
Traci McCullan
12 Malham View Close
13 Park Hill
44 Kenilworth Drive
41a Back Albert Road
Barnoldswick
Barnoldswick
James Rose
Mary Taylforth
M Sass
Kathryn Singleton
18 David Crosley House
8 Betheseda Street
83 Park Road
15 Moorgate Road
Barnoldswick
Barnoldswick
Barnoldswick
TELEPHONE
E-MAIL
BD23 3ST
BB18 5SX
BB18 5BH
BB18 6NA
Barnoldswick
BB18 5AH
BB18 5PB
BB18 5RX
01282 812154
[email protected]
[email protected]
o.uk
851 462
07877 315443
[email protected]
07816 979736
[email protected]
07527 200326