• 01652 653163
  • anne.westfield@bsdp.org.uk

    Patient Satisfaction Questionnaire Audit September 2015

    The practice carries out an audit of patient satisfaction questionnaires every four months and below are the findings of this audit.
    Random patients from each dentist were asked to complete the questionnaire and then they were audited to look at any area we need to address to improve our services to our patients.
    The audit once again showed very positive results highlighting that we are maintaining our standards that we provide to our patients.
    It also showed some areas which we need to address to help raise the percentages achieved in all areas audited. Some comments were made on the completed audit. The comments were:

    • A pleasant and professional experience from the receptionist to the dentist
    • All good.

    • The areas we are addressing are:

    • Only 62% of the patients who completed the questionnaire said the charges associated with their NHS dental treatment was explained to them. We will discuss this within our next staff meeting and look at what we can do to try to improve this percentage. This result may be because the patients who completed the questionnaires had attended for an examination appointment or an emergency appointment as Band 1 charges are not routinely discussed in the surgery. It is only Band 2 and Band 3 charges which are discussed when a treatment plan is needed and the patient is asked to sign the treatment plan with the charges on it.

    • The charges are displayed in each waiting room and leaflets are also available in the waiting room with the charges associated with NHS dental treatment displayed in them.

    • Only 29% of the patients who completed the questionnaire said they would know who to contact if they had a dental emergency outside normal surgery hours. We will discuss alternative ways to display this information to patients to make sure all patients are aware of the contact details of who to contact if they had a dental emergency outside normal surgery hours. This is already displayed in both waiting rooms, in the front window of the practice, on our answer phone message, in our practice leaflet and on our website. We will discuss this within our next staff meeting and look at whether we need to make the displays in our waiting rooms and in the front window more prominent.
    The information needed for our patients if they have a dental emergency out of normal surgery hours are:

    For patients in North Lincolnshire for emergencies for weekends and bank holidays tel: 01724 858969 and for patients out of North Lincolnshire tel: NHS 111 to get the appropriate number for their area.

    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