CFEP – Client Focused Evaluation Program

CFEP is an external organisation Shropdoc uses to compile quarterly and annual survey reports looking at our 3 OOHs areas; Telephone Advice, Home Visits, Treatment Centre. Approximately 1% of our patients are sent questionnaires within a few weeks of their contact with our service.
These surveys are designed to give us an insight into how our Out-of-Hours service is viewed by our patients. The report outlines the information that has been collected and analysed from patients using our service in the form of graphs and tables.

Benchmarks have been provided to give us some sense of your performance in relation to other out of hours providers.

At the end of each report are free text responses/patient comments which also provide a valuable insight into what we could improve.

The latest survey is complied from patients who were surveyed during the October 2012-September 2013 period.

Shropdoc Summary of CFEP(Client Focused Evaluation Program) Annual Patient Satisfaction Survey – October 2012-September 2013.

Home Visit:

Data for the surveys within this report were collated between Oct 2012 to Sept 2013. 83 patient questionnaires were sent out and 39 completed questionnaires were returned giving a response rate of 39%.

Benchmarks are based on data from 180 surveys involving more than 5576 patient questionnaires from 39 providers across the UK between 2009 and 2013 with 8 or more responses.

Overall Score: Shropdoc mean: 68 Benchmark mean: 57

Mean score for this question falls in the highest 25% of all mean scores.

Treatment Centre: (Patients seen at Primary Care Centres)

Data for the surveys within this report were collated between Oct 2012- Sept 2013. 352 patient questionnaires were sent out and 130 completed questionnaires were returned giving a response rate of 37%

Benchmarks are based on data from 176 surveys involving more than 11260 patient questionnaires from 38 providers across the UK between 2009 and 2013 with 8 or more responses.

Overall Score: Shropdoc mean: 61 Benchmark mean: 57

Mean score for this question falls in the highest 50% of all mean scores

Telephone Advice:

Data for this survey was collated between Oct 2012-Sept 2013. 787 patient questionnaires were sent out and 268 completed questionnaires were returned giving a response rate of 34%.

Benchmarks are based on data from 173 surveys involving more than 10556 questionnaires from 39 providers across the UK between 2009 and 2013 with 8 or more responses.

Overall Score: Shropdoc mean: 59 Benchmark mean: 54

Mean score for this question falls in the highest 50% of all mean scores


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“Shropdoc service is in good health

I would like to make a comment on the Shropdoc Service which I have been very impressed with over the past two weeks. The service and attention given by Drs McMurray and Lovell during their visits to my home has been fantastic. Being a senior citizen aged 91, I was very concerned with my state of health. The reassurance and medication given by these two doctors certainly improved my condition. Furthermore, the time taken to visit me was very quick and responsive. I feel some of the bad publicity on the NHS Shropdoc service is not warranted and not a true reflection of the excellent service I received during the past two weekends. Many thanks to all concerned….much appreciated.

Monica Ellis, Brookfields, Weston Rhyn”