Health Professionals

Practitioner Services - Enabling Primary Care

2011 Customer Satisfaction Survey

The 2011 Survey

Thank you to all GP practice staff who responded to our 2011 customer satisfaction survey.

You can read all about it by clicking on this 2011 Customer Satisfaction Survey report link.

Response Rate

Out of the 1013 practices surveyed, 366 returns were received giving a response rate of 37% (up from 29% in 2010).

Overall Performance

We are really pleased that practices rate our overall performance as being good to excellent 97% of the time (95% in 2010).

We realise that we don’t get it right all the time and this survey provides one method of assessing how our customers feel we are doing.

It will provide a baseline against which we can seek to measure our improvement as we go forward.

Action Plan

Over the next few months we will be working on our 6-point action plan and also setting new target levels we want to achieve for the structured questions on the survey.

Communication, Newsletter and Website

  • With immediate effect we will not attach standard claim forms or guidance documents to practice e-mails. Instead, when practices call requesting a standard claim form or guidance document that has been posted on our website, we will e-mail a link to the form or guidance document.
  • We will continue our review of the activity on our web pages and how these are currently displayed to ensure that our customers can find what they are looking for with the minimum of delays.
  • Following the launch of our PARTNERS section, we will concentrate on developing areas of the website that lack the same level of detail, starting with Superannuation deductions.

Patient Registration

  • We will launch a PARTNERS section on our website that provides information and guidance for GP practices 24/7.
  • We will work with the Scottish Government and its agencies, practice staff and system suppliers to produce a patient registration form (GPR) that is fit for purpose and includes all necessarily gathered data and excludes data that does not need to be captured in CHI or the practice’s system.

Contract Payments

  • During 2012-13 we will review our on-line forms and consider how best to introduce editable versions where practice staff can fill in the forms and save them electronically, prior to printing, signing and submitting them for payment.

Good Practice Newsletter

A 2011 Customer Satisfaction Survey article has also been written for the June 2012 Good Practice publication.