Survey lifts lid on patients' experience at surgeries

September 02 2020
Survey lifts lid on patients' experience at surgeries

MORE than eight out of ten patients of surgeries serving the Frome Valley area are satisfied with the service they receive, official figures show.

But there are big differences in the number of patients able to get same-day appointments to see their GP in the Frome Valley area, with more than half of patients at one practice waiting more than a week for an appointment.

The annual NHS GP Patient Survey, published this summer, found that only 27% of patients at Frome Valley Medical Centre in Frampton Cotterell who called their surgery were able to see a doctor that day. A further 31% waited more than a day but less than a week, while 35% waited a week or more.

At Yate’s West Walk Surgery, which includes Coalpit Heath Surgery, just 21% of patients were able to obtain a same-day appointment, with 25% waiting between a day and a week and 51% waiting a week or more.

At Kennedy Way Surgery in Yate, 72% of patients were offered a same-day appointment, 13% waited between a day and a week and just 8% waited a week or more.

Some patients responding to the survey couldn't remember the length of their wait.

Despite the differences in wait times, overall satisfaction levels were similar for all three surgeries, with 88% of Frome Valley Medical Centre, 86% of West Walk and 83% of Kennedy Way patients describing their overall impression of services as good.

Patients were asked how easy they found it to get through on the phone to their surgery, with 78% of Frome Valley, 79% of West Walk and 88% of Kennedy Way patients finding it easy.

Asked about practice receptionists, 89% of Frome Valley and 92% of West walk and Kennedy Way patients found them helpful.

Some 69% of Frome Valley patients found the surgery's website easy to use, rising to 80% at Kennedy Way and 90% at West Walk.

Almost 26,000 patients in the area responded to the survey, which was carried out by polling group Ipsos MORI earlier this year.

Bristol, North Somerset and South Gloucestershire Clinical Commissioning Group, which is in overall charge of funding surgeries, said 96% of patients had confidence and trust in the healthcare professionals they saw.

CCG clinical lead for primary care provider development Dr Geeta Iyer said: “Improving and strengthening primary care services is a high priority for us and it is more important than ever that this continues in light of the Covid-19 pandemic.

During the past year our primary care networks have made great progress, bringing groups of practices together with other community services to provide co-ordinated and joined up care for people in their local areas.

The results of the survey are a testament to all the hard work of everyone who works in primary care, in both clinical and non-clinical roles, who continue to deliver high quality GP services for our population.”