Billesdon Surgery Annual Survey

In spring 2023 Billesdon Surgery conducted a survey to gather patient opinion about the telephone triage appointments and pre-bookable appointments online. The results have been analysed to address and improve any areas identified as needing improvement within the practice.

Thank you to all patients who completed the questionnaire, your opinions and views are very important to us. We are always happy to receive patient’s views as this help us to improve our services.

How the questionnaire was conducted

Billesdon Surgery conducted the survey by sending the questionnaire to approximately 250 patients via a text message with a link to the questionnaire, between 28th March and 6th April 2023. The completed questionnaires were received through SystmOne via a task and transferred on to an Excel spreadsheet for analysis. Approximately 40 questionnaires were returned.

Results and action plan

Question 1. Was your phone call the surgery answered within a reasonable time?

87% were happy with the time taken to answer the call. 10% were not happy and 3% didn’t have an opinion.

Action: This reflects well on our increased reception staffing levels and increase to the three receptionists answering the phone at 8am instead of two receptionists previously.

Question 2. Did the doctor phone you back within a reasonable time?

97% were happy with the time the GP returned the call. 3% didn’t have an opinion.

Action: This is a positive response. No action required.

Question 3. Did you feel a face-to-face appointment was available if needed or desired?

82% felt a face-to-face was available of needed. 18% were not aware a face-to-face might be available.

Action: This is a positive response. No action required. The result shows that if a face-to-face appointment was required it would have been offered to the patient by the GP and was either taken up or declined.

Question 4. Are you aware that you can pre-book appointments online?

75% were aware of pre-bookable appointments online. 25% were not aware of pre-bookable appointments online.

Action: Although this is a positive response we have decided to further promote our pre-bookable appointments online through our website, posters and call-in screens in the waiting area.

Conclusion

The results from the questionnaire show that the telephone triage appointment system and pre-bookable online appointments is performing well, with 93% of patients rating the overall service as good!