PATIENT SATISFACTION SURVEY

In order to find out what our patients think about the service we provide at Midlands eye Care, we distributed a questionnaire to 60 randomly-selected patients during Spring 2011. We received 54 replies, and the results are presented below; we have calculated the percentages after excluding patients who either did not reply, or felt that a particular question did not apply to them.

Treatment and Care

	Excellent	Good	Fair	Poor
Quality of treatment you receive	69%	11%	0%	0%
Medical staff listening to what you say	57%	15%	0%	0%
Answers by doctor to your questions	67%	15%	0%	0%
Quality of examinations you receive	63%	9%	0%	0%
Explanations about prescribed medicines	52%	13%	0%	0%
Explanations of medical procedures and test results	63%	11%	0%	0%
Friendliness and courtesy shown to you by the doctor	67%	15%	0%	0%
Advice about ways to avoid illness and stay healthy	28%	13%	0%	0%
Availability of educational materials or programs to enhance your health	15%	15%	2%	4%

We were pleased to see that the treatment and care we provide was evaluated so positively. Many patients replied that advice/ literature concerning their staying healthy ‘did not apply’ to them; we hope to improve this by making patients more aware of the leaflets available in the clinic, which now include literature produced by MEC.

Comfort and convenience of the clinic

	Excellent	Good	Fair	Poor
Efforts of staff to make visit comfortable and pleasant	65%	9%	0%	0%
Friendliness and courtesy of the receptionist	70%	17%	0%	0%
Friendliness and courtesy of other clinic staff	67%	11%	0%	0%
Convenience of Midlands Eye Care clinic	39%	37%	4%	0%
Waiting time in the reception area	41%	37%	4%	0%
Ease of reaching the clinic by phone	54%	13%	4%	0%
Hours that the clinic is open	22%	39%	13%	0%
Arrangements for parking	11%	30%	11%	9%

Many patients have passed comments to the doctors about the courtesy, friendliness and professionalism of our support staff, and this is confirmed in the survey results.

We asked additional questions about time spent waiting to see the doctor, and whether patients were kept informed about any delay: 87% of patients said they spent fewer than 15 minutes in the waiting room before seeing the doctor, and 5% waited between 15 and 30 minutes. A total of 72% of patients said that if there was a delay, they were informed ‘always’ or ‘most of the time’.

In our town centre location we cannot provide our own parking but there are 4 public car parks a short walk from the clinic, and patients can be dropped off and picked up from the door. Our appointment cards have a map on the reverse and we send out more detailed directions to our new patients; this information is also shown on our website.

Comments from patients

I was very satisfied with the care and treatment I received at the Midlands Eye Clinic.

Excellent service – a pleasure to attend.

My appointments are usually made after visiting the Doctor – 3 months maybe 6 months or sooner depending on when the Doctor says.  I find the treatment I receive excellent and am always put at my ease.

The doctors and staff were angels.

Satisfied as a private patient attending appointments with named consultant.

I’m happy with the service I receive and find the other staff approachable and accommodating.

I am quite happy with the attention I have received and friendliness shown to me at all times.

I have every confidence in the ability and treatment given.

The car parking is the worst problem especially when I came as it was pouring with rain on a November evening and had to park streets away.

I am completely satisfied with the care and treatment at the Midlands Eye Clinic.  Regarding the car parking, my daughter drops me off and then uses the central car park until I am ready to be picked up again; this way is quite satisfactory for us.

I have seen Miss Harrison with my eye problems for many years now.  I find visiting the Midland Eye Care premises much more convenient than the hospital eye clinic.

Relaxed and friendly atmosphere, Dr Rauf is very approachable, the consultation and treatment never rushed, feel that time is given and treated as individual.  A credit to all of you that work there. I have even recommended your whole service to friends and family although I don’t currently have eye problems, if I did, your centre would be the place I would come.  Well done in the service you provide.

Extremely friendly and comfortable.

Excellent professional service with friendly staff, thank you for your help and care both pre and post op.