Smiley Face Campaign - Old Mill Surgery
Smiley Face Campaign results 4/08/2014
The survey box was opened by the PPG team on Monday 4th August 2014 and the survey cards were distributed, counted and discussed with the PPG members
10 green cards “we are performing well”
Comments:
• Seen this morning by Dr Marson 6.20am – can take early train to work
• Wonderful – working well under pressure
• First class
• HCA excellent – appt on time and dealt with queries really well.staff are always courteous.
2 Orange cards “We are performing satisfactorily, but maybe we can perform even better”
Comments: 2 cards but no comments
3 Red cards “we are not performing as we should”
Comments:
• My appointment wasn’t booked in the system. Waiting times always longer than they should be! So fed up with this!
Green Cards:
PPG members were please to see that the additional early mornings are working well. These appointments are booked in advance and the practice rarely have failed attendance.
The Red Card comment
Any actions for the Practice:
Red Card Comment: Unfortunately the patient had not left a contact number or a date on the card for investigation. Waiting times to see a Doctor have increased and when a Doctor is on annual leave this only adds further pressure to access. The practice have employed 2 long term locums to assist with demand and improve access/waiting times to see a Doctor. There are no issues with access to nursing appointments.
8 Receptionist surveys were collected – all were very positive with following comments:-
• Happy with receptionists and doctors very helpful
• Lovely lady
• All of the receptionists have always been polite and helpful at all times. I never had a bad experience
• Excellent as usual
• Always very nice and helpful
• Good as usual
• Best Surgery
• Excellent
All comments are share with specific staff at annual appraisal
14th August 2014
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