Pateint Survey Comments 2013

The survey was constructed by the practice and emailed to all PPG members for comments / alterations prior to been launched. The survey was launched on 1.10.13 and was available for 9 weeks, closing on the 6.12.13.

The practice used http://kwiksurveys.com to set up the online version and also had a paper version at the reception desk of the surgery. The practice subscribed to kwiksurveys in order that a comments section could be added at the end of the survey for patients to complete (this is not available for free survey tools).

The survey was available to complete via the practice website, or in paper format at the practice. The practice information screen was used to advertise the survey, patients were invited to complete the survey when visiting the surgery. The survey was available online within three sections of the practice website, home screen, repeat prescription and online appointments.

The results of the survey were compiled by the PPG members with the paper replies and a copy of the online results been give to the Chair of the PPG. The comments section were compiled by one member of the PPG. All surveys have now been returned to the surgery as the results have been finalised.

The practice had 161 online replies and 121 paper replies, total replies 282. Previous years have seen more paper replies than online, and the PPG group were very pleased to see the shift in the responses. The online responses improved the percentage of younger patients completing the survey.

The survey was completed by 139 male patients (50.5%) and 136 female patients (49.5%).

Survey Question Reply Changes agreed with PPG Patients aware of Yes – 60% Advertise online online apt booking No – 37% of those 16% services as much as system? will now use system in possible with patients. the future How easy do you find Very easy – 27% Practice needs to it to make Fairly easy – 59% reduce the 12% appointments? Not easy – 2% difficult figure. Difficult – 12% Waiting times 5 / 15 mins – 53% No changes required – 15 / 30 mins – 43% agreed with PPG 30 / 45 mins – 3% 96% patients seen Over 45 mins – 1% within 30 mins, some unavoidable delays but the practice need to keep patients informed if clinics are running late. The information screen in the surgery can be used to notify patients if clinics are running late Are you aware the Yes – 35% Continue to advertise practice has a PPG No – 65% the PPG to recruit more patients to the group Are you aware the Yes – 57% Continue to make practice has a patient No – 43% patients aware of the suggestion box? box as patient views are extremely important to the practice Are you aware how to Yes – 50% Make more patients make a complaint? No – 50% aware of how to make a complaint if they wish to. How satisfied are you Good – 63% 90% good or fairly with the waiting Fairly good – 27% good, it is the upstairs areas? Neither dissatisfied or waiting room that satisfied – 7% received negative Quite dissatisfied – 3% comments, the practice will work with the PPG on how best to utilise the space. How satisfied are you Excellent – 60% No changes required – with the medical care? Good – 34% agreed with PPG Fairly good – 5% 94% excellent and Neither dissatisfied or good, keep been satisfied – 1% compliant with CQC Very dissatisfied - 0 requirements and continuing to achieve high levels of patient care.

How satisfied are you Very – 59% No changes required – with the opening Fairly – 31% agreed with PPG hours at the surgery? Neither dissatisfied or 90% very or fairly satisfied – 6% satisfied with the Quite dissatisfied – opening hours. 1 3.5% patient very Very dissatisfied – dissatisfied and 9 0.5% patients quite dissatisfied. Continue to publicise extended hours to patients which are already available. The practice manager checks on a weekly basis the availability of appointments and if needed each GP are added extra bookable appointments to rectify the situation. All partners have agreed to the extra appointments. Would you Yes – 85% No changes required – recommend the Probably – 12% agreed with PPG surgery? Not sure – 3% 97% patients would No – 0% recommend or probably recommend the surgery, out of 282 completing the survey 9 patients replied not sure. Comments Section Comments Section Comments Section Survey Question Reply Changes agreed with PPG Waiting Areas Patients not happy Practice to review the with the layout of the layout with input from upstairs waiting area the PPG. Chairs need cleaning Arrange for the chairs to be cleaned. Appointments Praise for online Discussed with the system, patients PPG – no changes would like to be able required. Unable to to email doctors, book have patients emailing a longer appointment GP’s although we do and have blood test offer telephone apts available straight consultations with after seeing GP if bookable slots for needed. GP’s. Longer appointments are at the discretion of the GP. We understand patients frustration at coming back in for blood tests, but are unable to facilitate this. Prescriptions Praise for online No changes required – service agreed with PPG

Car park Difficult to get parked The car park is not – 13 people out of 282 owned by the Health commented on this. Centre and we have no control over who parks in it. Practice to make patients aware of this, also the practice manager attends building user group which is looking at ways to improve the care park situation Website One patient Practice to add to mentioned they could website not find the repeat prescription email address for the practice on the website The following actions were agreed with the PPG:

You said ……. We did …….. The outcome was Advertise online A slide is on the Patients with online services as much as information screen passwords have possible with patients. advertising online increased from 5% to services, all new 9.6% in the last three patietns are asked if months. they wish to register for a password at their first appointment. Practice needs to Practice manager Continues to be reduce the 12% checks bookable monitored difficult to get an appointments on a appointment figure. weekly basis and adds extra appointment for each GP if needed. SMS Texting - the Agreed with the PPG The practice had 146 practice needs to get to raise awareness of patients registered for more patients to use the SMS texting the service on the this service, as helps service with patients 2.9.13, it now has 685 to reduce missed when the PPG hold the patients on the appointments. PPG awareness week 26.2.14 (5.7%). event in June. Also Continues to be the practice continues monitored. to ask patients to register for this service when booking appointments at the reception desk. Continue to advertise A slide has been added 1 new member to the PPG to recruit to the Information date. more patients to the Screen and the Notice group board of the website.

Continue to make Details of the box and Suggestions box patients aware of the its location have been checked weekly, box as patient views added to the suggestions will be are extremely Information Screen discussed with the important to the and website. PPG and the partners practice of the practice. Make more patients A poster has been put Continues to be aware of how to make up in both waiting monitored a complaint if they areas advising on wish to. complaints Waiting areas - 90% Upstairs waiting are Ongoing due to costs good or fairly good, been reviewed and of the removal of the the upstairs waiting options been costed desk and room received up for removal of the refurbishment. The negative comments, desk in the upstairs practice is liaising with the practice will work area. the PPG regarding this. with the PPG on how Chairs to be cleaned in best to utilise the waiting areas. space. The car park is not Information screen Patients aware of the owned by the Health slide to advise patients issues with the car Centre and we have that the car park is not park and the users of no control over who owned by Dr Hill and the rest of the building parks in it. Practice to Partners, although we make patients aware are aware of the of this, also the frustrations to practice manager patients when unable attends building user to park. group which is looking at ways to improve the care park situation Repeat Prescriptions Add to website Information now on email address the website.

The PPG raised the The Partners agree PPG awareness event PPG Awareness week this would be an to be held week 2 – 2 – 7 June and that excellent way to 7June 2014. they wish to hold promote the PPG and some event in the the partnership surgery between the PPG and the practice. The PPG will also raise awareness with patients about the new services we have introduced together since start of the PPG The PPG also raised The practice updated Patients are been the Care Data details on the made aware of Care information extraction Information Screen Data by staff and and asked the surgery and Reception Staff information in the to make patients have the opt out forms surgery. aware of this as for patients on the leaflets were being front desk. mailed out. The PPG has raised The practice The missed concerns about the telephone patients appointment figures missed appointment whom have missed are monitored and put figures, and this has appointments and also on the website, The been on the PPG sends a letter when 3 PPPG members will agenda for the last appointments in the promote the SMS three meetings. last 12 months have texting on the PPG been missed. All awareness week to patients whom miss help reduce the figure appointments are as reminders will be referred to their usual sent by text. The GP before any practice will continue correspondence is to be proactive about sent out, for medical missed appointments implications to be as this is a waste of taken into account. resource.