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

    Patient Satisfaction Questionnaire Audit October 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:
    • Always good informative treatment.
    • 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.
    • Very happy with this Dental practice.
    • Lovely friendly staff
    • Great customer service.
    The areas which we are addressing are:
    • A small percentage of patients who completed the questionnaire said they did not have the opportunity to discuss any concerns with their dentist. This was the same on the previous audit. We will discuss this within our next staff meeting and address why we consider this has happened and whether we need to put any new procedures/guidelines to make sure all patients are able to discuss any concerns with their dentist.
    • The percentage of patients who completed the questionnaire who said they would know who to contact if they had a dental emergency outside normal surgery hours has dropped to 46% on this audit. We will discuss this within our next staff meeting to see if we need to look at other ways to display this information to patients more prominently as it is already displayed in both waiting rooms, in our patient leaflet, on our website, in the front window of the practice and on our answer phone message.
    The information for our patients if they have a dental emergency outside of normal surgery hours is:

    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. A rise in standards

    On this audit 92% of the patients who completed the questionnaire said that the dentist clearly explained and that they understood what treatment they needed. This shows that patients treatment is being discussed with them and that they understood what treatment they were receiving before treatment is completed.

    I would like to thank all patients for completing these questionnaires in order to help us audit the services we provide to our patients to help maintain, and also look at any areas we need to address to improve the standards we provide to our patients.

    Anne Westfield
    Practice Manager