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  • anne.westfield@bsdp.org.uk

    Patient Satisfaction Questionnaire Audit May 2015

    The practice carries out an audit of patient satisfaction questionnaires every four months and below are the findings of the last audit. Random patients from each dentist were asked to complete the questionnaire and then they were audited to look at any areas we need to address to improve our services to our patients.

    The audit showed very positive results highlighting that we are maintaining, and in some areas raising our standards that we provide to our patients. It also showed some areas which we need to address to help raise the percentages gained in all areas audited.

    Some comments were made on the completed questionnaires. The comments were:

    • The whole experience was excellent, as usual. A very caring and professional practice
    • Very satisfied
    • Pleasant and professional from moment entered door until leaving
    • Fantastic. Very kind and helpful
    • Mrs Pilch is an exceptional dentist. I feel very comfortable with her and indeed all the staff. I travel a long way to come to this practice but it is worth it. Mrs Pilch gives superb treatment and has a very pleasant manner when dealing with patients.
    • Mrs Pilch always does a great job. Thanks
    • All staff members friendly and helpful. Saturday opening hours for routine examinations would be ideal for those of us who work full time during the week
    The areas we will be addressing are:

    • Only 70% of the patients who completed the questionnaire said that they had been given advice about caring for their oral health. This percentage has risen slightly from the last audit but we will be discussing this within our next staff meeting to look at how we can address this to improve this percentage further. We will look at offering suitable patients oral health advice from suitably qualified staff when they attend for their routine examination appointment, if the appropriate staff are available.
    • The percentage of patients who said the patient charges associated with NHS treatment had been explained to them had dropped slightly on this audit from the previous audit. We will discuss this within our next staff meeting and look at what we can do to try to improve this percentage. If a patient attends for a routine examination appointment or for an emergency appointment the charges associated with this are not routinely discussed within the surgery. The charges for Band 2 and Band 3 are explained if a patient needs and consents to treatment under these courses of treatment, and the patient is asked to sign a treatment plan outlining the treatment to be completed and the charges associated with this The charges associated with all NHS dental treatment is displayed in our waiting rooms and leaflets are available with a full list of NHS charges.
    I would like to thank all patients for their help in completing these questionnaires in order to help us audit the services we provide to our patients to help us maintain and also improve standards we provide to them.

    Anne Westfield
    Practice Manager