PATIENT SATISFACTION SURVEY
In order to find what our patients think about the service we provide at Midlands Eye Care we sent a questionnaire to a random sample of 100 patients in August 2007. We received 68 replies and the results are presented below. We have calculated the percentages after excluding patients who did not reply to the question or said the question did not apply to them.

Treatment and Care

	Excellent	Good	Fair	Poor
Quality of treatment you receive	84%	14%	2%	0%
Medical staff listening to what you say	76%	21%	3%	0%
Answers by doctor to your questions	83%	13%	3%	0%
Quality of examinations you receive	80%	18%	0%	0%
Explanations about prescribed medicines	64%	30%	5%	0%
Explanations of medical procedures and test results	76%	18%	4%	0%
Friendliness and courtesy shown to you by the doctor	84%	15%	1%	0%
Advice about ways to avoid illness and stay healthy	38%	38%	13%	13%
Availability of educational materials or programs to enhance your health	21%	57%	11%	11%

We were very pleased that the treatment and care we provide was evaluated so positively. We have been impressed by how many patients take the leaflets and patient information booklets we provide. We are continually developing this aspect of our service and are producing more of our own leaflets for our clinic and website.

Comfort and convenience of the clinic

	Excellent	Good	Fair	Poor
Efforts of staff to make visit comfortable and pleasant	71%	29%	0%	0%
Friendliness and courtesy of the receptionist	76%	22%	1%	0%
Friendliness and courtesy of other clinic staff	68%	29%	3%	0%
Convenience of Midlands Eye Care clinic	33%	55%	11%	1%
Waiting time in the reception area	28%	57%	13%	1%
Ease of reaching the clinic by phone	42%	42%	14%	0%
Hours that the clinic is open	26%	58%	15%	1%
Arrangements for parking	7%	15%	22%	57%

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. 59% of patients said they spent less than 15 minutes in the waiting room before seeing the doctor, and a 37% waited between 15 and 30 minutes. 79% of patients said that they were always informed if there was a delay and 15% said they were informed 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 form the clinic, and patients can be dropped off and picked up from the door. We have now produced a map showing the car parks and information on how to reach the clinic. This is sent to all patients with their first appointment, and is available on our website.

Comments from patients
The care received has always been first class.  Miss Worstmann is excellent; nothing is ever too much trouble.  The Reception staff are very friendly and always greet you as soon as you enter the waiting area. 

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.

Treatment and Care