Customer Survey Results 2013

If you visited Ock Street Clinic in August you might have been offered an ipad at the checkout and asked to complete our survey of client’s views. Finding out how well we are satisfying patients needs and wishes is a vital part of our planning process and a compulsory element of our quality control regulations.

We asked every adult patient who visited us over the course of one week in August to complete the survey. In total 220 people were offered the ipads, and 154 participated in the survey.

The results were excellent: the question ‘would you recommend us to your family and friends’ scored an average of 9.3 out of 10, on ‘are our facilities clean’ you gave us an average 9.6 out of 10, and on ‘I felt my needs were understood’ we scored 9.6 out of 10.

In fact the only question where we fell below 9 out of 10 was ‘information about parking’ where we scored 6.4

We are very grateful to every participant who answered questions and offered ideas on how we can improve and the action points were:

• Improve the availability of information about parking
• Keep patients more fully informed if we are running behind schedule
• Replace the reception carpet and decorate the exterior of the practice
• Ensure we fully inform patients attending in emergency how much treatment will cost

We are working on all of these and we will let you know when we have completed improvements.

If you liked reading this then you might also be interested to read the CQC inspector’s report about Ock Street Clinic following our inspection in May 2013.