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  • anne.westfield@bsdp.org.uk

    Patient Satisfaction Questionnaire Audit June 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 they are then 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 standards we provide to our patients are being maintained and improved in some areas.

    It also highlighted some areas which we need to address to help raise the standards achieved in all areas audited. Some comments were made on the completed audits. The comments were:
    • Very good service. Polite staff.
    • Very friendly –felt very comfortable. Very pleased with the outcome.
    • Terrified of dentists, but reassured and put at ease, everything that was happening fully explained.
    • Very happy thanks.
    • Excellent staff and well looked after at Brigg.
    • I’ve always had excellent service. A good Dental Practice.
    • All the staff are very friendly and helpful. A brilliant practice.
    • For me, an excellent well organised practice.
    • Very friendly and professional. Well done!
    The areas which we are addressing are:
    • A small percentage of the patients who completed the questionnaire said that they did not have the opportunity to discuss any concerns with their dentist. We will discuss this in our next staff meeting and address why this was and whether we need to implement any new procedures/guidelines to make sure all patients are able to discuss any concerns with their dentist.
    • The percentage of patients who said that the dentist didn’t explain what treatment they needed on this audit was 77% dropping from 93% on the previous audit. We will discuss this in our next staff meeting and make sure all dentists explain treatment to all patients and also clarify this with patients to make sure they have understood what has been explained to them. If a patient does not understand what is explained to them we may need to look at other tools to use to help try and help them understand.
    • On this audit there was a lot more females than males asked to complete the questionnaires and we will address this for the next audit and make sure as many males as females are asked to complete the questionnaire.
    A rise in standards

    On this audit 100% of the patients who completed the questionnaire said that they were offered advice when their next routine examination should be. This has shown that when completing the risk assessment for each patient to set their next recall interval that this is being routinely discussed and agreed with the patient.

    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