3W Health PPG – Patient Satisfaction Survey – September 2024

Posted on January 20th, 2025

Executive summary

3W Health’s PPG undertook a survey of a random sample of 4000 of the practice’s patients to learn about their satisfaction levels with the way the practice operates.  888 responses were received. The majority of questions required a selection from ‘multiple choice’ answers whilst three qualitative questions sought textual responses.

This report, compiled by members of the PPG, provides

• A graphical presentation of the quantitative data collected, along with a brief commentary [from page 3]
• A tabular overview of the satisfaction levels shown towards various aspects of 3W Health’s work as shown in the quantitative data [on page 12]
• An appraisal of the textual responses to the qualitative questions [from page 13]
• A verbatim list of the wide range of other comments submitted [from page 21]
• An account of the survey method and of data which shows how well the respondents reflected the total patient population of 3W Health. [from page 28]
• A print copy of the on-line survey form used [from page 32]

In summarising the satisfaction levels, the report presents a list of the factors in the order of their ‘good’ or ‘acceptable’ scores (ie: positive) ranging from 86% to 16%.  These point to factors which are …

• already good, but perhaps could be even better
  • Surgery location of appointments
  • Answering times for calls to dispensary
  • Experience of reception and admin staff
  • The NHS app
  • The automatic ring-back option on the phone
• middle-of-the-road and in need of some attention
  • Booking a call-back appointment via reception or NHS App
  • The telephone service provided
  • Time between phoning and seeing a clinician
  • Ability to get a face-to-face appointment with a Doctor
  • Doctors have insufficient overview of multiple conditions
  • Waiting time for call to be answered when booking appointment
• definitely poor and triggering low levels of satisfaction
  • Appointment availability
  • Holistic care of patients with multiple conditions
  • Ability to have face-to-face with preferred Doctor

The first two qualitative questions asked what 3WH could improve and answers ranged widely.  Six recurrent themes were identified in the following order of frequency :

• getting an appointment
• continuity of care
• communications
• competence
• location of appointment
• dispensary

In response to the final question about what 3WH already does well, the positive themes were

• overall service
• staff
• competence
• dispensary

However the following were negative themes

• overall service
• getting an appointment
• continuity of care
• dispensary

All this suggests that the areas of greatest patient concern are the availability of appointments, continuity of care and communications. It is interesting to note that ‘overall service’ is ranked top of both positive and negative responses, suggesting significant inconsistency in patient experiences, whilst it is good to note the positive feedback about staff.

These qualitative assessments add further colour to the listing of satisfaction ratings from the quantitative results.