Trinity Healthcare Practice - Patient Feedback Survey Report

Healthwatch Telford and Wrekin surveyed 260 patients registered with Trinity Healthcare GP Practices.

63% of patient-respondents attend their GP surgery between 1-3 to 4-11 times per year, with 7% attending at least once a week; 

8 out of 10 patient-respondents use the telephone to book appointments with very few (11%) booking on-line; 

6 out of 10 patient-respondents are not aware there is a GP practice website, suggesting further ‘awareness-raising’ activity is required; 

When booking appointments over the phone, timely call handling at Hadley seems poorer when compared with other practices, with over 50% of calls being taking over 5 minutes before they are answered. This merits further investigation;

 27% of patient-respondents claimed that they never get to see their preferred doctor, with this being most acute in Hadley (33%); 

Nearly half of patient-respondents (48%) said they can book into another Trinity practice and see their preferred doctor, although this is much lower in Hadley (33%). 

Patient-respondents said they have a broadly similar experience of booking an appointment now, as was their experience 12 months ago, (46%), although those attending surgeries in Madeley and Hadley perceived this to have deteriorated over the course of the year.

Patient-respondents are very positive about the service they receive from their GP, with 8 out of 10 respondents indicating that their GPs are ‘very good’ or ‘good’ at showing care, and explaining all the tests/treatment required. 

Three quarters of patient-respondents also view their GP as ‘very good’ or ‘good’ at involving them in their treatment plan/decision making. 

 In total, 62% of patient-respondents had complete trust and confidence in their GP, although this figure fell to 44% of patient-respondents in Aquaduct. 

A greater number of patient-respondents, when compared to the wider population of Telford and Wrekin, were likely to be carers or have a longterm illness (52% v 18% respectively); 

Most patient-respondents (60%) drive or take a taxi to the GP surgery. Very few patient-respondents would be willing to travel over 5 miles to see their preferred doctor for an appointment - either for a routine one (13%), or an urgent appointment (32%).

A few positive comments reflected some patients are happy with their practice and the flexibility of services that include on-line booking. There were many comments that identified concerns or areas identified for improvement, including access to appointments, confidentiality at some receptions and feeling rushed at appointments.

People also talked about electronic booking in systems, lack of hearing loops and poor information at surgeries.