As many of our patients will know, Schopwick Surgery conducted a Patient Survey in January 2024. Our goal was to obtain feedback on access, recent changes to our appointment system and overall patient experience.
Two members of our Patient Participation Group (PPG) who have experience in questionnaire design and analysis kindly supported the Practice by helping design, analyse and deliver a comprehensive report detailing the findings. We are grateful for their assistance as it enabled us to gain much greater insight to our patients’ experience than otherwise would have been possible.
We also appreciate the time taken by all our patients who responded to the survey. Your feedback has been invaluable in enabling the Practice to understand what we currently do well and what areas of our service need improvement. From the hundreds of comments, we have been able to understand much more than the numbers alone.
We appreciate that getting an appointment can be challenging. Schopwick Surgery, in common with GP surgeries throughout England, face extremely high demand for appointments whilst the resources available to fulfil that demand are limited. The themes that have emerged from the survey have enabled us to start considering how we can best improve access and overall experience and to enable us to deliver the most appropriate care for our patients.
Feedback
Following your feedback we will be looking at how we can improve in the following areas:
- Reduce waiting times on phone
- Review Practice Website
- Offer more appointments in advance compared to ‘On The Day appointments’
- Improve communications – maintain consistency
- Review timing of PATCHS availability
- Review possibility of adding PATCHS category for items like one-off repeat of previous medications
During the months ahead we will continue to report on our progress in meeting our goals to improve our services to you, our patients.
Finally, this is not a once only activity. We continually monitor patient feedback and endeavour to address issues that need our attention.
Sheetal Shah, Practice Manager