GP Patient Experience Report 2016

Report - 15 June 2016

A survey was used that was more focussed upon patient experiences and outcomes of seeing their GP rather than on process questions that would identify high and low performers in terms of satisfaction.

There were 983 survey responses to the survey received by mid-May 2016 when the survey closed.

Overall patient satisfaction was high with 84% of respondents saying that their practice was either excellent or good. 78% of respondents also said that they would recommend their GP practice to friends or family members.

64% of respondents said that they were able to get an appointment when they felt that they needed one and there was better availability of appointments for nurses than doctors. On-the-day appointment availability could be problematic but so could the availability for routine appointments within the next few days with long waiting times meaning that some patients were taking emergency appointments when it was not really necessary just to secure an appointment. 22% of respondents also reported that they had used A&E when they had been unable to get a GP appointment. Being able to get through by telephone to make an appointment was also cited as an issue for some respondents as was waiting for a call back from a GP to see if they needed an appointment when a practice operated a triage system.

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