We were delighted to have 266 respondents to our recent survey. The questions are deliberately similar to those asked in the national GP Patient Survey each year. Generally, there are 80-100 respondents to the national survey from the practice, which we do not feel is a representative sample of our approximately 11,500 patients. However, these results show a substantial improvement from the national GP Patient Survey undertaken in 2023, but we feel we can do even better. These results in the context of a national crisis within General Practice, with fewer GPs seeing more patients than ever, and we are doing the best we can to adapt to this changing landscape.
While we always want to do even better, it is particularly pleasing to see satisfaction increasing despite having the busiest winter on record in the modern NHS. To give this context, our data shows patient demand has increased by 34% since the summer of 2023. Continually improving our survey results is testament to the dedication of our clinical and non-clinical teams.
Results
When you contact the practice, did you find the receptionist helpful?
Very helpful – 135 (54.7%); (46.6% in Autumn 23)
Fairly helpful – 75 (30.4%) (36.5% in Autumn 23)
Not helpful – 27 (10.9%) (11.1% in Autumn 23)
Not at all helpful – 10 (4.0%) (5.6% in Autumn 23)
Overall ‘good’ answers increased from 83.2% to 85.0% For context, the national average in the most recent official GP Patient Survey was 82%.
Were you satisfied with the appointment you were offered?
Yes – 163 (79.9%); (77.7% in Autumn 23)
No – 41 (20.1%); (22.3% in Autumn 23)
For context, the national average in the most recent official GP Patient Survey was 72%.
How easy was it to contact the practice via phone?
Very easy – 36 (22.1%); (18.1% in Autumn 23)
Fairly easy – 65 (39.9%); (38.9% in Autumn 23)
Not easy – 43 (26.4%); (21.1% in Autumn 23)
Not at all easy – 19 (11.7%) (21.9% in Autumn 23)
Overall ‘good’ answers increased from 57.0% to 62.0%. For context, the national average in the most recent official GP Patient Survey was 50%.
How did you feel about the clinician during your last appointment?
Very good – 114 (69.9%); (59.3% in Autumn 23)
Good – 44 (27.0%); (29.4% in Autumn 23)
Neither good nor poor – 3 (1.8%); (9.4% in Autumn 23)
Poor – 1 (0.6%); (1.5% in Autumn 23)
Very poor – 1 (0.6%); (0.38% in Autumn 23)
Overall ‘good’ answers increased from 88.7% to 96.9%.
Do you have enough support to manage your long term condition?
Yes, definitely – 62 (39.0%); (37.9% in Autumn 23)
Yes, to some extent – 62 (39.0%); (39.7% in Autumn 23)
No – 35 (22.0%); (22.4% in Autumn 23)
Overall ‘good’ answers have increased from 77.6% to 78.0%. For context, the national average in the most recent official GP Patient Survey was 65%.
How is the practice doing compared to 12 months ago?
Much better – 44 (16.7%); (13.4% in Autumn 23)
Better – 81 (30.7%); (34.0% in Autumn 23)
About the Same – 76 (28.8%); (21.7% in Autumn 23)
Worse – 20 (7.6%); (14.9% in Autumn 23)
Much worse – 19 (7.2%); (10.0% in Autumn 23)
Although overall ‘good’ answers have slightly decreased from 47.4% to 47.3%, overall ‘bad’ answers have decreased from 24.9% to 14.8%.
What was your overall experience of the practice?
Very good – 63 (24.0%); (23.4% in Autumn 23)
Good – 96 (36.6%); (36.4% in Autumn 23)
Neither good nor poor – 63 (24.0%); (20.2% in Autumn 23)
Poor – 18 (6.9%); (12.3% in Autumn 23)
Very Poor – 22 (8.4%); (7.6% in Autumn 23)
Overall ‘good’ answers have increased from 59.8% to 60.7%, and overall ‘bad’ answers have decreased from 20.0% to 15.3%. For context, the national average in the most recent official GP Patient Survey was 72%, so we know we have some way to go.
We have gone through all of the free text comments and feedback given by hundreds of patients as part of this survey, and discussed them in our internal meetings to learn how we can improve. We’re planning further improvements to our waiting room and greater clarity on our appointments processes.
