PPG summary of OCH Annual Patients’ Survey 2019

The PPG have analysed the free text responses. Here are their high level findings.

More surveys were completed than last year. The majority of comments, as usual, were positive. Overall service was rated Positive on 149 surveys, Poor on 5 Surveys.

 As in previous years comments on telephone booking expressed concerns, particularly about getting through on the day to get an appointment.

NB Improvements have been made to the website since the Survey was completed, and a Practice leaflet is available in Reception, giving appointment-process information.

Positive comments on online booking are improved on last year.

Attention is again to be given to the more prominent publishing of Booking Information for patients: more prominence on the Practice website of when phone lines are open, promotion of online appointment booking and consideration of the issue of booking 1 or 2 days ahead.

Requesting of repeat prescriptions online has increased; information about signing up for this service is available on the Practice website & in the Practice leaflet.

Consideration is to be given to further promoting & explaining online services (some drugs may not be repeat-ordered online). 

(In general free text comments revealed some gaps in patients’ information regarding current Practice systems.) Information is on the Practice Leaflet available at Reception & on the Practice website: Download our Practice Leaflet.

A recent ‘Booking Appointments’ information note was sent to those patients who are members of the Patient Participation Group.

(Contact oldcourthousePPG@yahoo.co.uk to register).

Attention will be given to further improving communication (about appointments, requesting repeat prescriptions etc), & promotion of the Practice website.