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Patient Satisfaction Survey 2005/6

How the survey was carried out

The practice annually carries out a nationally recognised questionnaire called GPAQ. We distributed the approved GPAQ consultation questionnaire to patients in the surgery. We obtained a random selection of patients (and collected at least 25 questionnaires for every 1000 patients which gives meaningful results). For more information about what the GPAQ questionnaire is please click here.

Summary of results

The following table summarises the individual scores for the evaluation questions in GPAQ, i.e. the ones where patients made a judgment about how good that aspect of care was. Each score is expressed as an average (mean) for all patients who completed the individual question. They are represented as a percentage of the maximum possible score, so the best possible score in each case is 100. You can see the areas where the practice scores well and where improvement may be needed.

The figures in the right hand column contain current national GPAQ benchmarks for that question. Once again, these figures are expressed as percentages of the maximum possible score in this table.

	Practice Mean score	GPAQ benchmark
Q2. Satisfaction with receptionists	88	75
Q3a. Satisfaction with opening hours	78	67
Q4b. Satisfaction with availability of particular doctor	85	58
Q5b. Satisfaction with availability of any doctor	88	68
Q7b. Satisfaction with waiting times at practice	66	56
Q8a. Satisfaction with phoning through to practice	77	59
Q8b. Satisfaction with phoning through to doctor for advice	71	59
Q9b. Satisfaction with continuity of care	79	68
Q10a. Satisfaction with doctor's questioning	81	71
Q10b. Satisfaction with how well doctor listens	83	81
Q10c. Satisfaction with how well doctor puts patient at ease	84	82
Q10d. Satisfaction with how much doctor involves patient	82	79
Q10e. Satisfaction with doctor's explanations	82	81
Q10f. Satisfaction with time doctor spends	80	78
Q10g. Satisfaction with doctor's patience	83	81
Q10h. Satisfaction with doctor's caring and concern	84	82
Q12a. How well nurse listens to what you say	80	76
Q12b. Quality of care nurse provides	81	78
Q12c. How well nurse explain problems/treatments	79	77
Q13. Overall satisfaction with practice	86	*

*Not reported due to unreliability of data

What does the practice do with the results?

The results have already been discussed within the practice, but are also discussed with a group of patients to discuss ways of improving the care provided.

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