MSG see timely success in tackling patient complaints

But they were the only negatives in a survey which showed that 88% of the 612 people who completed it over four weeks said their MSG experience was very good or excellent.

‘We are pleased that so many more patients have been willing to take part this year and the results show that a very high percentage of them are very satisfied with the service that we provide.’

Difficulty in finding a parking space highlighted by a number of patients during the first three weeks of the 2018 survey, but a new parking plan introduced on 1 June resulted in very few people having that problem during the final week.

‘By increasing staff parking at an off-site location, we have been able to provide an extra 10 spaces for patients,’ said chief executive Debbie Guillou.

‘The response to the question about whether appointments were on time has also revealed that our efforts to improve in that area have met with notable success.’

New questions were introduced to the MSG survey this year in order to align with similar patient surveys carried out at NHS hospitals and surgeries, including Did you have confidence and trust in the doctor/nurse? and How likely are you to recommend the MSG to friends and family if they need similar care or treatment?

‘The responses to those two questions were also very positive, with 97% saying that they had confidence and trust in the doctor/nurse and 89% that they were likely to recommend the MSG to friends and family if they require similar care or treatment,’ said Miss Guillou.

The survey was introduced in 2014, with the results being analysed and included in the MSG’s annual report and steps taken to address any issues that might be highlighted.

‘We had 170 patients completing the questionnaire during the four-week period in 2014 and this has risen steadily each year to 612 in 2018,’ said Miss Guillou.

Details of the survey will be published in the MSG’s annual report early next year