welcome to the Hill

The Hill Medical Group Practice

Patient Survey November 2007:

The Hill Medical Group Practice

224 patients completed our survey. Thanks to all of you who took the time to give us your views.

Question	Our Mean Score (%)	National Practice Mean* (%)	Blank	Poor	Fair	Good	Very Good	Excellent
About the Practice
1. Opening Hours Satisfaction	61	55	1	1	9	71	91	51
2. Telephone Access	72	47	0	0	4	44	90	86
3. Appointment Satisfaction	65	56	4	1	12	55	78	74
4. See Practitioner Within 48hrs	60	49	3	5	26	49	70	71
5. See Practitioner of Choice	59	42	2	4	23	60	66	69
6. Speak to Practitioner on Phone	56	41	8	2	26	64	70	54
7. Comfort of Waiting Room	76	54	2	0	3	36	79	104
8. Waiting Time	44	40	6	5	37	84	64	28
About the Practitioner
9. Satisfaction With Visit.	79	74	6	0	3	25	76	114
10. Warmth of Greeting	81	75	7	0	2	30	59	126
11. Ability to Listen	79	76	7	1	1	29	74	112
12. Explanations	76	73	6	0	3	36	76	103
13. Reassurance	76	72	7	0	2	36	80	99
14. Confidence in Ability	82	77	8	1	1	24	63	127
15. Express Concerns	76	73	7	1	3	29	84	100
16. Respect Shown	82	79	9	0	3	22	65	125
17. Time for Visit	66	64	12	3	10	48	79	72
18. Consideration	74	70	14	1	4	32	82	91
19. Concern for Patient	76	71	13	0	6	30	76	99
20. Recommendation	80	75	13	1	5	23	59	123
About the Staff
21. Reception Staff	80	66	0	0	4	35	55	130
22. Respect Shown	78	66	1	0	4	40	53	126
23. Information of Services	71	60	7	0	12	43	69	93
Finally
24. Complaints/Compliments	61	52	21	1	16	56	72	58
25. Illness Prevention	62	58	6	1	14	66	69	68
26. Reminder Systems	57	54	19	7	23	52	65	58
27. Second Opinion/Comp Medicine	58	54	40	1	19	54	65	45
Overall Total	70	62

* National practice average: based on data from more than 4000 practices between 2004-2006

Comparison Table

	Current Survey	Survey November 2006
About the Practice
1. Opening Hours Satisfaction	61	64
2. Telephone Access	72	75
3. Appointment Satisfaction	65	68
4. See Practitioner Within 48hrs	60	59
5. See Practitioner of Choice	59	61
6. Speak to Practitioner on Phone	56	58
7. Comfort of Waiting Room	76	76
8. Waiting Time	44	42
About the Practitioner
9. Satisfaction With Visit.	79	78
10. Warmth of Greeting	81	79
11. Ability to Listen	79	78
12. Explanations	76	75
13. Reassurance	76	75
14. Confidence in Ability	82	82
15. Express Concerns	76	76
16. Respect Shown	82	82
17. Time for Visit	66	69
18. Consideration	74	73
19. Concern for Patient	76	73
20. Recommendation	80	78
About the Staff
21. Reception Staff	80	80
22. Respect Shown	78	80
23. Information of Services	71	64
Finally
24. Complaints/Compliments	61	59
25. Illness Prevention	62	60
26. Reminder Systems	57	53
27. Second Opinion/Comp Medicine	58	53
Overall Total	70	69