1 / 7

Main findings

Victoria MC Patient Survey: is the service better, same or worse? Half say better, 25% each same and worse. Little changed over weeks. On satisfaction, rapid response is a key driver. “Very satisfied” patients waited average 65 minutes, “very unsatisfied” 117.

hayes-levine
Download Presentation

Main findings

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Victoria MC Patient Survey: is the service better, same or worse?Half say better, 25% each same and worse. Little changed over weeks

  2. On satisfaction, rapid response is a key driver.“Very satisfied” patients waited average 65 minutes, “very unsatisfied” 117.

  3. A key driver in approving change is continuity.Where patients expressed a preference, of those saying “better” 66% spoke to usual doctor, but only 13% of those saying “worse”

  4. Main findings • Approval for the change is high, twice as many saying it’s better as saying it’s worse. • These proportions are little changed over time. We have seen these improve in other practices where response times are faster. • Response time is a driver of satisfaction, but an average of 65 mins means plenty more room for improvement (some are half this) • Continuity may be an even greater driver. Where a patient asked for a specific GP, they were much more supportive of change if that doctor phoned. • Dramatically improved performance since before launch – but patients expectations go up too. Main thing is to concentrate on fine tuning for speed and continuity. Know very well when demand is predicted to come in.

  5. Which is the best pancake? Hot, fresh and crispy Cold and soggy

  6. How fresh is that?

  7. How will they know when to call? Dr Presley is in the building on Monday Tuesday Friday

More Related