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Patient Survey

Melbourne House Surgery Patient Survey Report June 2018



  Surveys distributed to those attending the surgery in the month of June

  • Available at reception and distributed at consultations

  • 148 completed surveys returned during the month

  • Surveys marked to differentiate between those given out at doctor, nurse or other appointments



Access generally positive:

    • 84% of respondents had an appointment the first day they tried

    • 69% happy with the time of appointment

    • 85% seeing doctor/nurse of choice

    • 86% felt reception were helpful, only 1 respondent feeling service was unsatisfactory from them

  • Appointments:

    • 45% wanted no change to booking system

    • 45% opted for a reduction in pre-bookable slot availability to 2w not 4w which was surprising

    • Only one respondent unsatisfied with opening hours

    • Only three unsatisfied with waiting room comfort

    • 7% unsatisfied with privacy at front desk – note signage now displaying

    • 23% not made aware of delay when booking – possible reflection of electronic system but message to be reinforced to staff

  • Waiting times

    • 62% seen on time

    • 10% waiting over 20 minutes

  • Satisfaction with consultation very good; no respondents felt unsatisfied in the survey, either with doctor or nurse

  • Still significant numbers of patients unaware of online services

  • Written feedback largely positive, with some comments around access and time pressures to be mindful of.

National Patient Experience Survey

Data from the above has also been reviewed.  It is a smaller response rate of 87 out of 283 surveys sent but also will include people who potentially have not attended on a given day which may be of value in terms of fully assessing access.

  • Above national and CCG average for satisfaction with appointment times
  • 90% of patients had trust and confidence in the HCP they saw at last visit which is high although a little under local average

  • 91% felt their needs were met at their last visit which is high although again slightly under average.

  • Some answers conflicting with in-house survey – eg 48% on national survey reporting seeing GP of choice compared to 85% on the in-house survey.

  • On the whole the figures were largely in line with local and national averages which was seen as satisfactory, especially in the context of a disrupted year with Dr Booth snr being absent.

  • National GP Survey 2018


Patient Participation Group Report 2015 (.docx)

Patient Participation Group Report 2014 (.docx)

Patient Participation Group Survey 2014 (.pdf)

Patient Participation Group Report 2013 (.docx)

Patient Survey Results 2013 (.xlsx)

Patient Participation Group Report 2012 (.pdf)

Patient Survey Results 2012 (.xlsx)

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