Thank you to all of our members who took the time to complete and return their surveys to us – we received a total of 122!
We have now data entered and analysed the surveys – these are the key results.
| How you first heard about us? | |
| Recommendation by friends or family: | 47% |
| Recommendation by Medical Professionals: | 14% |
| Previous knowledge of one of our Doctors: | 13% |
| Through marketing activity: | 13% |
| Seeing the Smart Cars: | 9% |
| By other means: | 4% |
We are delighted by the fact that over half of respondents were recommended to us, because it means that our current members are happy with our service.
85 of respondents gave us your email address, which means we can significantly reduce our paper usage – thank you!
OUR SURGERY
87% of respondents are very satisfied with our opening hours, and 100% are satisfied overall.
97% of respondents are usually able to get a parking space when they visit our surgery.
96% of respondents find it very easy to get into the building, and 3% find it fairly easy.
92% of respondents find our receptionists very helpful, and 100% find them helpful.
98% of respondents find our surgery very clean, and 100% find it clean overall.
OUR PHONE SERVICES
59% of respondents have left a message for a doctor to call them in the past 6 months.
Of these, 63% were very satisfied with the time it took to get a call back, and 33% were fairly satisfied.
96% of respondents find it very easy to get through on the phone, and 100% find it easy overall.
47% of respondents have found it very easy to speak to a doctor on the phone, 40% found it fairly easy, and 9% of respondents didn’t find it easy.
Of those respondents who have spoken to a nurse, 60% found it very easy, and 33% fairly easy.
Of those respondents who have received test results on the phone, 64% found it very easy and 28% found it fairly easy.
SEEING A DOCTOR
81% of respondents have seen one of our Doctors in the past 3 months, 96% of respondents in the past 6 months.
94% of respondents are generally able to see a Doctor within 24 hours of requesting an appointment.
Of those 6% who were able to see a Doctor within 24 hours, 71% were due to no appointments being available, and 29% were due to the fact that an appointment was offered with another Doctor.
WAITING TIME IN THE SURGERY
36% of respondents normally wait for less than 5 minutes to be seen and 93% less than 15 minutes.
84% of respondents are quite happy with the waiting time, 14% feel they have to wait a bit too long, and
2% feel they have to wait far too long.
SEEING THE DOCTOR YOU PREFER
79% of respondents have a particular doctor they prefer to see.
81% of respondents prefer to see Dr McGirr, 15% Dr Angwin, and 3% Dr Marshall.
76% of respondents get to see their preferred Doctor always or almost always, 99% at least a lot of the time.
SEEING OUR DOCTORS
98% of respondents feel our Doctors are very good at giving them enough time, and 100% rate this at least good.
98% of respondents feel our Doctors are very good at listening to them, and 100% rate this at least good.
96% of respondents feel our Doctors are very good at asking about their symptoms, and 99% rate this at least good.
95% of respondents feel our Doctors are very good at explaining what could be causing their symptoms, and 98% rate this at least good.
94% of respondents feel our Doctors are very good at explaining tests and treatments, and 99% rate this at least good.
94% of respondents feel our Doctors are very good at involving them in decisions about their care, and 99% rate this at least good.
96% of respondents feel our Doctors are very good at treating them with care and concern, and 99% rate this at least good.
86% of respondents feel our Doctors are very good at advising them of any additional costs, and 92% rate this at least good.
97% of respondents definitely feel they have complete trust and confidence in them, 3% to some extent.
SEEING OUR NURSES
33% of respondents have seen one of our Practice Nurses in the last 12 months.
82% of respondents saw Liz D'Arcy-Evans, 14% saw Cathy Anderson and 4% saw another.
92% of respondents found it very easy to get an appointment, and 100% found it at least easy.
93% of respondents thought the nurse was very good at giving them enough time, and 98% found it at least good.
88% of respondents thought the nurse was very good at listening to them, and 97% found it at least good.
92% of respondents thought the nurse was very good at asking about their symptoms, and 100% found it at least good.
82% of respondents thought the nurse was very good at explaining tests and treatments, and 96% found it at least good.
96% of respondents thought the nurse was very good at involving them in decisions about their care, and 100% found it at least good.
88% of respondents thought the nurse was very good at treating them with care and concern, and 96% found it at least good.
92% of respondents thought the nurse was very good at taking their problems seriously, and 100% found it at least good.
75% of respondents thought the nurse was very good at advising them of any additional costs, and 83% found it at least good.
OUT OF HOURS CARE (VIP24 MEMBERS ONLY)
33% of respondents had called one of our Doctors out of surgery hours.
Of these 97% were very satisfied with the phone call, and 100% were at least satisfied.
Of those respondents who called, the Doctor came to visit 49% of them.
100% of those were very satisfied with the home visit.
AWARENESS OF OTHER SERVICES
25% of respondents are aware of our osteopathy service.
25% of respondents are aware of our acupuncture service.
41% of respondents are aware of our mole assessment service.
19% of respondents are aware of our ultrasound scan service.
18% of respondents are aware of our nutritional therapy service.
53% of respondents are aware of our travel vaccinations service.
HELPFUL ADDITIONS TO OUR SERVICES
49% of respondents thought physiotherapy would be a helpful addition to our services.
11% of respondents thought reflexology would be a helpful addition to our services.
7% of respondents thought hypnotherapy would be a helpful addition to our services.
39% of respondents thought chiropody would be a helpful addition to our services.
21% of respondents thought counselling would be a helpful addition to our services.
14% of respondents thought chiropracty would be a helpful addition to our services.
OVERALL SATISFACTION
96% of respondents are very satisfied with the level of care they get from DOCTORnow, and 100% are at least satisfied.
100% of respondents would recommend us to others
IMPROVEMENTS
We have high standards with regards to the service we offer to our patients. Please be assured that, wherever the statistics show satisfaction levels lower than our expectations, we have and will ensure that improvements are put in place to rectify this. Our aim is 100% satisfaction. We will update this page with details of these improvements as soon as they are concerned.
COMMENTS
As well as the statistics shown above, we have numerous comments from our VIPs, for each of the sections above, and general comments.
We are delighted to say that the vast majority are very positive, and the whole DOCTORnow team will be made well aware of these – thank you!
We are also aware of a number of constructive comments which, we can assure you, we will take seriously, and will us to ensure that our levels of service remain as high as our VIP members expect them to be in the future. They are very useful feedback – thank you again! We will update this page with details of these improvements as soon as they are concerned.
We would also like to add that, if any member would like a more comprehensive report of the above, they can email us and we will send a comprehensive report.
THANK YOU TO ALL OF YOU WHO RESPONDED!
