RESULTS OF PATIENT QUESTIONNAIRE SEPTEMBER 2008 Thank-you to everyone who kindly completed a questionnaire. Once again we have proved that our commitment to improving our service has been achieved. The results are as follows: RECEPTION STAFF 97.5% of patients said they were happy with the way they were greeted on arrival at the practice and were acknowledged immediately. 97% of patients also found receptionists helpful, courteous and treated them with respect. 98% were given an explanation when signing NHS forms. 100% were given directions to the correct waiting area. WAITING TIMES No one was kept waiting longer than 20 minutes while waiting to see a dentist or hygienist. (THIS TIME DOES NOT APPLY TO EMERGENCY WAITING TIMES) TREATMENT PROVIDED BY DENTISTS/NURSES & HYGIENISTS 99% Were given a friendly welcome on entering the surgery. 94% received an explanation as to what treatment was going to be provided before it commenced. 92% of fee paying patients received an estimate of charges. 98% happy with quality of treatment. 3.5% said they did feel rushed throughout their time with us. Everyone thought the information displayed was adequate and easy to understand. 76% of patients were aware we conducted our own in-house complaints procedure. OVERALL SATISFACTION When asked to comment on the overall service received from everyone in the practice it showed that : 95.5% of patients were very satisfied. 4.5% were satisfied. Everyone who completed the questionnaire said they definitely would recommend us to friends or family The demographics of the patients who participated in the questionnaire are as follows: Adults 75%, children 4%, anonymous 21%, Patients with special needs 8% New patients 47% Ethnic group:- English 56%, Indian 6%, Bangladeshi 11%, Pakistani 0%, Chinese 1%, anonymous 26%. SUGGESTIONS The following suggestions were made to further improve our service, these were: Refurbish John Street New front steps We promise to act upon these areas.