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Practice Survey Reporting

St. Neot's Patient Group Survey 2018

The results are in. Thank you for your help with the survey that has helped provide valuable detailed feedback on all areas of our service and recent significant changes and challenges such as change of telephone system, increase in list size and introduction of our text messaging service. The action plan, that has been presented to the GP Partners, as a result of the survey is detailed below (alongside progress from historical action plans). It is heartening to hear that satisfaction with clinical care, extended hours provision and some recent innovations such as text messaging has remained high. However we must not be complacent and are also mindful that there are areas we can and must improve on. Reception and telephone system satisfaction have been noted as particular areas for attention which has has also mirrored local HealthWatch feedback. We are already working towards preparing next year's survey to robustly evaluate effectiveness of the Action Plan below and and some areas have been implemented already.

2018 Plan- (set 30/4/18, achieve by 30/4/19)

  1. Stabilise staffing numbers in reception and provide quality customer service training at next training afternoon to address drop in satisfaction rates (training achieved and stabilisation achieved with help of increased apprenticeship usage, outcome needs to be followed up in next survey)
  2. Ensure call centre availability is maximised and if satisfaction with phone continues to be an issue, provide training update and liase with other surgeries as to how best manage overflow (internal refresher training re maximising call centre availability already taken place)
  3. Continue to consider lunchtime opening within boundaries of available staffing/investment
  4. Ensure reception satisfaction is robustly re-surveyed before end of 2019 (plan in place to start designing new survey from Jan 2019)

St Neots Patient Survey Results 2018

St. Neots Patient Survey 2018 Free Text Comments



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