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Patient Comments and Feedback

We welcome patient comment and feedback.  All comments are reviewed by the management team and action will be taken as appropriate.  Please indicate if you would like a response to your feedback.  You can complete a form in Reception or email comments directly to stockwellroadsurgery@nhs.net. 

Stockwell Road Surgery Survey 2018

We are grateful to those patients who took the time to complete our recent survey. 72 people replied.

 

1

Always a polite and caring surgery.

2

Able to see my doctor of choice on the day of request

3

As a new patient this was my first appointment, very impressed with way the surgery has been set up to make life easier for the patient, I had raging sciatica and could hardly walk, the staff made me an emergency appointment for the same day, I was treated and prescribed for the problem which started working within twenty-four hours, ten out of ten as far as I'm concerned.

4

I was v impressed with the service today , as Dr Dixon rang me & electronically sent my prescription straight away to the chemist.

5

Dr. Sanderson was really lovely and made me feel comfortable. The reception team are also wonderful

6

I was treated efficiently and respectfully. It was patient led, evidence based practice. My problems were managed with kindness and compassion.
Thank you.

7

I always find the staff friendly and helpful.

8

Great doctors. Dr Sanderson and Dr Dixon and Dr Travis have always been brilliant with our family.

9

I am amazed at how friendly and helpful everyone is !

10

Great service and helpful, very pleasant.

11

I registered as a new patient - everything completed by the time I came out from seeing the doctor.
Friendly, relaxed reception staff, going out of their way to be helpful

12

Very friendly staff. I feel very cared for during my pregnancy.

13

always pleasant, helpful, efficient/do

  

1

Excellent

81.54%

53

2

Good

15.38%

10

3

Average

1.54%

1

4

Poor

0.00%

0

5

Very poor

0.00%

0

6

I have not visited the surgery recently

1.54%

1

answered

65

 

   

 

         

 

Comments: (4)

1

No further comments

2

I haven’t signed up to use it yet but intend to very soon and believe it will be very useful

3

I now need to use it to order repeat prescriptions, but I will I think make use of the appointment booking option now that I can access the surgery online.

4

I like to speak to someone... Not a computer

1

I do no use Facebook

 

Comments: (4)

1

None.

2

Not suitable though for colour blind people.

3

The names of DRs are too small

4

I wasn't aware of the coloured signs

 

1

05/04/18 4:04PM
ID: 79066378

Information regarding support charities for specific medical conditions. Foodbank info. Crisis point info displayed at entrance.

2

05/04/18 8:51PM
ID: 79090709

Anything that promotes the concept of people taking responsibility for their own health would be great. This could range from sports and fitness info, child health, you library, info for young mum's, self help or charity info etc

3

05/04/18 10:52PM
ID: 79063785

The information already provided is highly appropriate

 

 
         

 

9. Do you have any comments to make regarding your experience at the surgery? Do you think that we could improve our provision of care and if so, how do you think we could improve?

 

1

The receptionists are always helpful.

2

Stockwell Rd surgery already provides an excellent service - we are very happy with it.

3

I am very grateful for the care that I have received at Stockwell Road.

4

Always helpful when trying to get appointments.
The doctors are friendly ,professional and I feel listen when I have appointments.
Reception staff really polite and professional

5

Availability of appts can be a problem for working people and appts with specific GPs hard to book .

6

Staff always polite & helpful
Usually get an appoinment without waiting weeks like other surgeries

7

Always able to get an appointment when needed. All staff friendly and helpful. Feel confident with all Doctors/Nurses seen at the surgery.

8

The level of care is outstanding. This has been evident through my own appointments and those booked for my young child. The surgery is a friendly, caring and supportive environment.

9

Dr Dixon is fantastic.

10

To see my Dr of my choice without having to wait 2 weeks.....

11

I can’t fault the service I have received.. I am a newish patient and am impressed by your attitude.

12

no

13

Very happy with care received

14

perhaps a phone call, follow up after hospital surgery (major) home alone can be scary!

15

An excellent service is provided

December 2016

Everyone at the surgery is so helpful and friendly and the doctor's are wonderful. My husband and I would not wish to be anywhere else.

October 2016

Very helpful & friendly staff.  Always easy to get an appointment when needed.  Very pleased with organisation of 6 week check for mum & baby and 8 week injections.  Made life so much easier.  Thank you

July 2015

"Since moving to Knaresborough 18 months ago I have had to attend the surgery for various appointments. On every occasion I have received excellent care and advise. I always feel that I am listened to and my questions always answered. I always hear so much in the media about people not being able to get appointments for long periods of time, I am very grateful that doesn't seem to be the case at Stockwell, the surgery seems to be well run and organised.Thank you all for the support and care you give, you do a brilliant job and it is certainly appreciated."

"I wanted to thank you and all the staff and congratulate you on an exemplary model of care. Nothing is too much trouble and you always answer any questions I might have. Please continue with the good work."

"My husband and I feel very lucky that we attend The Stockwell Road Surgery.  We feel we could not be in better hands."

STOCKWELL ROAD SURGERY PATIENT SURVEY 2013/14

Which patients were included in the patient reference group (ePRG) who participated in the survey?

Stockwell road surgery undertook a local practice survey in 2013/2014. This was carried out online using a virtual patient reference group (ePRG) recruited initially during the influenza vaccination programme of 2011.

Unfortunately, this meant that the members of this PRG were heavily weighted towards those in the “65 and over” age group. This year we have taken steps to address this by positively recruiting younger members to the PRG, obtaining email addresses directly in consultations and on registration. We have now found that although the survey responses are still from a majority of the 65-74 age group, we now have a significant proportion of respondents in the 45-64 category. It is still difficult to garner responses from those under 25 but this is most likely due to their relatively lower usage of the surgery and reduced contract with that group. We have now created a Facebook page and hope to engage our younger patients through social media. Our survey response was split almost equally male : female (53%:47%).

How did we decide what to include?

Following the 2012/2013 survey, our patient group felt that the survey priorities were the quality of clinical care, receptionist care and appointment availability. As the 2012/2013 survey raised issued about telephone consultations this was also included in the 2013/2014 survey. Our practice priorities on improving the waiting room were also covered with specific questions as to what patients would appreciate. Also, as the ultimate test, we decided to include the Friends and Family test for the first time.

How the survey was undertaken

The survey was designed electronically using the web based survey site “smart-survey.co.uk”. Patients who had offered to be part of the ePRG, both members from previous surveys and those who had joined for this year, were sent emails with the link to the survey in December 2013. A reminder email was sent out in January 2014.

Survey results publication

The results of the surgery survey were evaluated in March 2014. A full copy was published on the surgery website www.stockwellroadsurgery.co.uk and on the surgery Facebook Page www.facebook.com/stockwellroadsurgery. A large poster of graphic results has been made and placed in reception at the surgery. Paper slips are available asking for comments from patients in reception on the results. A full copy of the survey can also be read in reception. Our ePRG patients who had participated in the survey were sent an email link to the results and were invited to reply with any comments to the surgery PRG email. The results were also discussed with retired members of the patient participation group in March 2014.

From our collective evaluation of the results and further comments we have decided on the following action points.

Action points from survey 2013/2014

We are proud to realise that the majority of the respondents were happy with the service they received at the surgery. In particular, we were delighted to see that 98.65% of ePRG respondents would recommend us to friends and family. The action points that we have noted from the 2013/2014 survey are:

  • Acknowledging that 34% of patients found bookable telephone appointments with the doctor are useful but that 34% of patients were unaware these were available. We will be publicising these more to patients
  • Acknowledging that the majority of respondents were interested in a television in reception, although if it was to contain surgery information, most patients felt that advertisements would not be acceptable on this. This led to our decision not to take advantage of a free display screen which was advertising driven and the design of reception will be discussed again within the PPG
  • We should look into the availability of email contact with the surgery
  • We should encourage our patients with online capability to access our online services for booking appointments and requesting repeat prescriptions. We will design and undertake a promotional campaign to do this.
  • There is little we can do about the size of the car park at the surgery but we are discussing within the practice whether staggered surgeries may help alleviate the problem.

The action points from the 2012/2013 survey included:

  • Making telephone access available at all times including the lunch hour (which has now been achieved)
  • Increasing the availability of telephone appointments with a doctor (which has been done but needs to be better publicised)

The graphic results for the 2013/14 survey are shown below. A full copy of the results are available in reception.

HOW HELPFUL DID YOU FIND THE RECEPTIONISTS AT THE PRACTICE?

 

 

Response Percent

Response Total

1

Very helpful

 

91.89%

68

2

Fairly helpful

 

8.11%

6

3

Not very helpful

 

1.35%

1

4

Not at all helpful

 

0.00%

0

We are proud of our team in reception and were pleased by the many positive comments that they received in the survey.

HOW EASY OR DIFFICULT DID YOU FIND IT TO GET THROUGH ON THE TELEPHONE?

 

 

Response Percent

Response Total

1

Very easy

 

42.67%

32

2

Fairly easy

 

49.33%

37

3

Neither easy nor difficult

 

2.67%

2

4

Fairly difficult

 

0.00%

0

5

Very difficult

 

0.00%

0

6

I haven't tried

 

5.33%

4

 

 

Answered

75

Installing a new telephone system 2 years ago has helped with access on the telephone.

HOW EASY IS IT TO BOOK APPOINTMENTS WITH A HEALTH PROFESSIONAL
(DOCTOR, NURSE, MIDWIFE, PHLEBOTOMIST) AT THE SURGERY?

 

 

Response Percent

Response Total

1

Very easy

 

36.67%

29

2

Fairly easy

 

41.33%

31

3

Neither easy nor difficult

 

14.67%

11

4

Fairly difficult

 

2.67%

2

5

Very difficult

 

0.00%

0

6

I haven't tried

 

2.67%

2

 

 

Answered

75

 

HOW USEFUL IS IT TO BOOK APPOINTMENTS ON THE INTERNET?

 

 

Response Percent

Response Total

1

Very useful

 

38.67%

29

2

Fairly useful

 

8.00%

6

3

No opinion

 

4.00%

3

4

I haven't tried

 

45.33%

34

5

I didn't know I could book appointments on the internet

 

4.00%

3

 

 

Answered

75

It is pleasing to see that most of those surveyed new that it was possible to book an appointment on the internet. However we would like to encourage those not using it to give it a try.

IN RESPONSE TO THE LAST SURVEY WE HAVE INITIATED TELEPHONE APPOINTMENTS WITH A DOCTOR. WERE YOU AWARE OF THESE? HAVE YOU USED THEM AND IF SO DID YOU FIND THEM HELPFUL?

 

 

Response Percent

Response Total

1

Very helpful

 

14.86%

11

2

Helpful

 

18.92%

14

3

Neither helpful nor unhelpful

 

2.70%

2

4

Unhelpful

 

0.00%

0

5

Very unhelpful

 

0.00%

0

6

No opinion

 

1.35%

1

7

I was unaware of telephone appointments with the doctor

 

33.78%

25

8

I have not used telephone appointments with the doctor

 

32.43%

24

 

 

Answered

74

Telephone appointments were made in a response to last years’ survey. We are pleased that they have been considered helpful by the 34% of patients who have used them. We were surprised that 34% of patients were unaware of telephone appointments and this indicated to us that we need to make patients more aware of the availability of telephone appointments with a doctor.

THINK ABOUT THE LAST TIME YOU HAD TO SEE A DOCTOR URGENTLY.
WERE YOU ABLE TO BE SEEN WITHIN 2 WORKING DAYS?

 

 

Response Percent

Response Total

1

Yes

 

76.00%

57

2

No

 

4.00%

3

3

Don't know

 

0.00%

0

4

I haven't asked to be seen urgently

 

20.00%

15

 

 

Answered

75

We try to see all patients who request urgent appointments on the same day.

I WAS TREATED WITH RESPECT, DIGNITY AND HAD CONFIDENCE
IN THE HEALTHCARE PROFESSIONAL THAT I SAW

 

 

Response Percent

Response Total

1

Strongly agree

 

76.00%

57

2

Agree

 

24.00%

18

3

Neither agree or disagree

 

0.00%

0

4

Disagree

 

0.00%

0

5

Strongly disagree

 

0.00%

0

 

 

Answered

75

We are very pleased with this outcome which reflects positively on the behaviours of our clinical staff.

IF APPROPRIATE FOR YOUR LAST CONSULTATION, DO YOU AGREE THAT
YOU WERE SUFFICIENTLY INVOLVED IN DECISIONS ABOUT YOUR CARE?

 

 

Response Percent

Response Total

1

Strongly agree - I was definitely involved in decisions about my care

 

68.00%

51

2

Agree - I was involved in decisions about my care

 

22.67%

17

3

Neither agree nor disagree

 

2.67%

2

4

Disagree - I was not involved in decisions about my care

 

1.33%

1

5

Strongly disagree - I was definitely not involved in decisions about my care

 

0.00%

0

6

The consultation did not need me to agree to any decisions about my care

 

5.33%

4

 

 

Answered

75

 

HOW DO YOU RATE THE STANDARD OF CARE

 

 

Response Percent

Response Total

1

Excellent

 

66.67%

50

2

Very Good

 

32.00%

24

3

Good

 

1.33%

1

4

Fair

 

0.00%

0

5

Poor

 

0.00%

0

6

Very Poor

 

0.00%

0

 

 

Answered

75

We are pleased to have such positive feedback regarding the medical care that patients have received.

THINKING ABOUT THE SURGERY, DO YOU EVER READ THE POSTERS
ON THE NOTICE BOARD OR TAKE HOME A LEAFLET?

 

 

Response Percent

Response Total

1

Never

 

2.67%

2

2

Yes - Occasionally

 

80.00%

60

3

Yes - Regularly

 

17.33%

13

 

 

Answered

75

 

DO YOU THINK A TELEVISION SCREEN SHOWING INFORMATION ABOUT THE
SURGERY WOULD BE A USEFUL ADDITION TO THE WAITING ROOM?

 

 

Response Percent

Response Total

1

Yes - Definitely

 

12.16%

9

2

Yes - Possibly

 

59.46%

44

3

No

 

22.97%

17

4

Definitely not

 

5.41%

4

 

 

Answered

74

 

IF THIS SCREEN SHOWED PUBLIC HEALTH INFORMATION AND LOCAL BUSINESS ADVERTS
WOULD THIS CHANGE YOUR ANSWER TO THE PREVIOUS QUESTION ABOVE?

 

 

Response Percent

Response Total

1

Yes

 

21.92%

16

2

No

 

78.08%

57

 

 

Answered

73

 

WOULD YOU WATCH A TELEVISION SCHEME SET TO SHOW A NEWS CHANNEL?

 

 

Response Percent

Response Total

1

Yes

 

57.33%

43

2

No

 

42.67%

32

 

 

Answered

75

 

WOULD YOU FIND IT BENEFICIAL IF YOU COULD ACCESS FREE WIFI
IN THE SURGERY WAITING ROOM?

 

 

Response Percent

Response Total

1

Yes

 

32.43%

24

2

No

 

67.57%

50

 

 

Answered

74


We are grateful for your opinions on how we can improve the waiting area. There was a mixed response regarding a television in the waiting area but a clear negative response regarding advertisements.

We also asked a general open-ended question about how we could improve our service to our patients

  • Several comments concerned the difficulty in car parking. We are limited in space but are considering whether we can adjust our clinician’s appointments so that the demand for spaces is more evenly spread throughout the day
  • We already offer evening appointments for both nurses and doctors and will be taking steps to publicise this
  • We have increased the number of nursing appointments since January and the benefits are now being felt with much shorter waiting times
  • We are considering how to improve the waiting area
  • Email access is something we are looking into

WOULD YOU RECOMMEND STOCKWELL ROAD SURGERY TO FRIENDS AND FAMILY?

 

 

Response Percent

Response Total

1

Yes definitely

 

91.89%

68

2

Yes possibly

 

6.76%

5

3

Probably no

 

1.35%

1

4

Definitely no

 

0.00%

0

5

Not sure

 

0.00%

0

 

 

Answered

74

The positive response received about recommending us to friends or family is a credit to the team that work here at the surgery.

Our opening hours are:

Monday to Friday 8am until 6pm

We can be contacted via phone 01423 867433, or fax 01423 869633, or in person, or via Systmone online for appointments or prescriptions. Between 6pm and 6.30 pm patients are directed to our “out of hours” service when they dial our phone number.

With effect from 1 April 2014 we will be offering appointments for patients with doctors and nurses every Wednesday evening between 6.30pm – 8.15pm

As at 14.3.14 our patient population is:

Age Male Female Total
0-24 956 864 1820
24-44 725 770 1495
45-64 952 930 1882
65-74 361 360 721
75-84 163 213 376
85+ 45 121 166
Total 3202 3258 6460

DOWNLOADS

Download the report of the Stockwell Road Surgery survey results 2013-14 (.pdf)

Download the report of the Stockwell Road Surgery survey results 2012-13 (.pdf)

Your Neighbourhood Professionals. Just a Click Away! Darryl Taylor Optometrist
21 Stockwell Road, Knaresborough, North Yorkshire, HG5 0JY
Website supplied by Oldroyd Publishing Group
Your Neighbourhood Professionals. Just a Click Away! Darryl Taylor Optometrist
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