Patient experiences with care

Survey findings: Wave 5 summary

The most recent patient experience survey was sent between November 2021 and February 2022 to our patients electronically at 13 of our teaching clinics. We received the most responses we’ve ever received for our wave 5 survey, allowing us to learn from more patients.

What's new

We included new questions in our most recent survey to learn more from you:

1. Booking experience
2. Phone experience

What we learned

Booking appointments:

• 83% booked their appointment over the phone.
• 92% rated their experience when booking an appointment as good, very good or excellent.
• Less than 2% waited more than 10 minutes before being able to speak with someone to book their appointment.

For patients who rated their phone booking experience as fair or poor, the top reasons were:

• Had to call multiple times
• Needed to wait for call back
• Waited too long on the phone

Care experience:

• 93% felt that they received care within a reasonable time from their primary care provider.
• 94% felt they were involved in decisions as much as they wanted in their care by their doctor or nurse practitioner.
• 94% were satisfied or very satisfied with the care they received at our clinic.

Next steps

• 93% wanted our clinics to continue in-person appointments.
• 75% wanted our clinics to continue phone appointments.
• 42% felt drop-in appointments were important.

Based on these survey results, many of our teams are working on reducing wait times on the phone. The department recently held virtual sessions for teams at different clinics to share what they have tried and learn together how we can better access to care. Learn more about this survey. 

This survey was conducted by the University of Toronto’s Department of Family & Community Medicine

Download the full PDF version »