Patient Satisfaction Survey 2020

Introduction

This report summarises the results of our second patient survey carried out since Seagrave Healthcare Ltd took over the clinic in July 2016. Staff offered questionnaires to patients who attended the clinic between 16/12/2020 and 31/12/2020, with completed questionnaires posted in the box provided to ensure anonymity.

We had a 100% response rate from those patients who were given a questionnaire, with no one declining to complete it. In total we received 27 questionnaires, which represents a response rate at over 15% of current active patients. We asked the patients to rate several aspects of their service experience, as well as offer comments and suggestions.

We also included the “Friends and Family Test”, an important feedback tool widely used in the NHS, asking the patients if they would recommend the service they use to their own friends and family. The survey results and commentary are presented below.

‘Nigel brilliant – everyone very helpful’

‘Very responsive and helpful. Understanding of our situation.’

‘Always accommodating. Excellent service kind empathetic and respectful.’

‘For 10 years I have been in contact with professional team of OAD clinic. Regarding substance abuse, trauma and ADHD. Service never failed.’

‘I have everyone from Dr D’Agnone to Soraia to be excellent. They have provided care out of hours and at weekends and I believe that they have my best interests at heart and are not money driven or run a superficial practice.’

‘I am very happy with the non-judgemental, confidential, personalised treatment I am receiving at this clinic. Confidentiality for me is essential and I found it in this clinic. It is also very thorough and matches my needs’

‘We are often not treated this way by other professionals owing to the nature of the problem. The clinic is always respectful and dignified in the way that they deal with is.’

‘I feel I have not been judged in a negative way’

‘Of course – always respectful’

‘Always with friendship and dignity’

‘I have been treated with care and consideration’

‘Always polite’

‘I have always been made to feel very welcome’

‘Never a problem in 10 years’

‘Works like clockwork’

‘I’ve had no issues’

‘Could not be better’

‘Never been let down’

‘I have been impressed with the clinic flexibility to last minute changes’

‘I thought the idea of letting your patients know that their prescriptions were mailed and giving us the tracking numbers is such a good idea. I rarely have a problem with my Chemist unless it’s a locum working that day so it’s good to have that information at hand!!’