The Devonshire LOdge Practice
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Patient Survey

Survey 2017

Report to PPG and Surgery on Patient Satisfaction Survey June 2017

173 questionnaires were completed by patients attending the surgery between Monday 5th and Saturday 10th June 2017. The main purpose was to measure satisfaction with those aspects of the service which had been shown to be most important to patients in previous surveys, and to compare with the PPG surveys conducted in previous years.

1. Summary

The 3 exceptions were ‘Appointment availability’, ‘Monday and Friday book on the day’ (the replacement service for walk-in surgeries), and ‘Seeing your doctor of choice’. But even in these categories satisfaction was still between 70% and 77%.

*The Patient National Survey (PNS) is a national postal survey. The last published figures, based on 860,000 respondents, are up to March 2016.
2. Satisfaction Ratings

*The National Patient Survey is not directly comparable as most questions do not ask ‘satisfaction’ levels as such, but do still give an indication.
Satisfaction could be said to be very high in 8 of the 11 categories measured, with at least 84% of patients being satisfied or very satisfied. Furthermore in 6 of the categories the figure was over 90%, and notably 97% for ‘Receptionists’ and 98% for ‘Doctors and Nurses’.

Further positive news was that in the 9 categories that could be compared with previous years’ surveys satisfaction increased in all cases, and by a large amount in 5 of the categories.

The 3 categories with relatively lower satisfaction ratings were ‘appointment availability’, ‘Monday and Friday book on the day‘ and ‘seeing your doctor of choice’, where 23%, 26% and 30% of patients respectively were dissatisfied or very dissatisfied.

Comparing our results with the NPS (see explanation asterisks at bottom of pages 1 and 2), all are significantly better than national figures except for ‘seeing doctor of choice’ where the practice is behind by some 10 points.

Overall the PPG warmly congratulates the practice on all these very positive results, especially at a time of NHS re-organisations, budget constraints and staff shortages. These congratulations include all staff and partners, but special mention is appropriate for Louise Perugia who became Practice Manager one year ago, and Brenda, a receptionist particularly mentioned by patients in two questionnaires.

Further points of note:


3. Friends and Family Test Question
It is mandatory that patients be invited to answer this question at all points of contact with the NHS, and there are cards at our reception window for this purpose. The question is ‘How likely are you to recommend this practice to friends and family if they needed similar care or treatment?’ It has been included in our survey since 2015, and 163 patients responded to the question.


The results were:           Extremely Likely         Likely         Neither Likely nor Unlikely         Unlikely         Extremely Unlikely
51%                  39%                          7%                              2%                      1%

With 90% positive answers, this is a significant improvement on 2016 (78%) and also higher than 2015 (86%). The practice is now in line with the national and regional picture for GP practices as shown on the NHS website for April 2017 (89% for England, 88% for London).

The 4 patients who would not recommend the practice were mainly dissatisfied with appointment availability (all 4), waiting time on the phone, Monday and Friday book on the day and on-line booking.


4. Patients’ Comments
45 patients added comments. The main themes were:

Some representative examples are displayed


There were also some miscellaneous comments which may be of interest to the practice:




Points of note comparing with the June 2016 and 2015 surveys:
On-line Bookings – these figures suggest on-line bookings are declining, despite all efforts to promote them. Furthermore, this year fewer of our respondents were 65+ years of age – 33% as against 43% last year; ie we had a bigger proportion of younger people this year who on average might be expected to be more likely to use on-line methods. Also surprisingly, patients aged 65+ were over-represented amongst our patients who book appointments on-line – they were 41% of users, as opposed to being 33% of all survey respondents. (Can we target the younger age groups in our campaigns? Do they have fewer appointments and so consider it not worth setting up on-line access?)
Requesting Repeat Prescriptions – the proportion of patients ordering their repeat prescriptions via their chemist, at 46%, has remained stable. Also the balance between on-line methods and requesting in person has not significantly changed.

6. Action Points
It is recognised that major improvements have been made in the last year, and satisfaction levels have risen very significantly since the June 2016 survey. Based on the current survey, patient satisfaction could be further increased in those areas where there is still some dissatisfaction:

  7. Response from Practice
The practice has given a response to this report, including plans to address the issues raised. The response will normally be included alongside the report wherever it is published eg on the website.


File:  Report to PPG and Surgery on Patient Satisfaction Survey June 2017 – 190717


Eastcote Health Centre, 
Abbotsbury Gardens, 
Eastcote, PINNER. 
Middlesex HA5 1TG
Tel: 020 8866 0075 
Fax: 020 8429 3087

Further Information