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

    Patient Satisfaction Questionnaire Audit February 2016

    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 areas we need to address to improve our services to our patients.

    The audit showed very positive results highlighting that we are maintaining our standards that we provide to our patients.

    It also highlighted some areas which we need to address to help raise the percentages achieved in all areas audited. Some comments were made on the completed audits. The comments were:
    • In my experience Mrs Pilch is a first class dentist. The reception/front desk team is very good. I have been a patient for a long time, and would still rate the practice very highly. Well done and thanks.
    • Very well run practice with welcoming staff and friendly dentist.
    • I’ve been coming her for years and Mrs Odukoya is the best most sympathetic dentist I have ever had!!!
    • Everything very good.
    • Very professional, helpful staff – excellent dentist
    • Great staff and service here.
    • Very helpful as always.
    • Excellent service as always.
    • Very friendly and well on A/P time.
    The areas we are addressing:

    • Only 44% of the patients who completed the questionnaire said the charges associated with their NHS dental treatment was explained to them. This percentage has dropped from the previous audit. We will discuss this in our next staff meeting and look at how we can improve this percentage. We do not routinely discuss the charges associated with Band 1 or emergency treatment in the surgery, but do discuss the charges associated with Band 2 and Band 3 before asking the patient to sign their treatment plan associated with these courses of treatment. This percentage may be low if the patients asked to complete the questionnaire had attended for a Band 1 or emergency course of treatment. We do display these charges in the waiting rooms and leaflets with the associated charges with these are available in the waiting rooms.
    • 56% of the patients who completed the questionnaire said they would know who to contact if they had a dental emergency outside normal surgery hours. This percentage has risen form 29% on the previous audit. This is a positive result but it still highlighted that 44% of the patients who completed the audit did not know who to contact if they had a dental emergency outside normal surgery hours. We will review this on our next audit as to whether we need to put anything in place to display these details more prominently if this percentage has not risen on the next audit.
    • The information needed for our patients if they have a dental emergency outside 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 maintain and also improve our standards we provide to them.

      Anne Westfield
      Practice Manager