New Road Patient Participation Group (NRPPG)

New Road Patient Participation Group (NRPPG) Patient Survey Report 2013

Introduction: The third patient survey was administered by the Patient Participation Group (PPG) during the week beginning 4/11/13. For consistency and comparison the form had been revised and kept to a single sheet which was well received by patients. More space had been left for comments although there were significantly fewer comments than in previous years.

New Road Surgery: Over the past 12 months the number of patients registered at the practice reduced very slightly, in other respects demographics have not altered in the previous 2 years. There are still approximately 12,500 patients. There has been no change in medical staff but one further qualified nurse has been employed since the last patient survey. Interestingly the perception of one person questioned thought there were many more patients attending the surgery. In practice the footfall and activity is more likely to be due to increased medical reviews and screening of those already registered patients. Following the comments and feedback since the 2012 survey the following actions have been taken:  Additional ‘over-spill’ car parking had been secured at the Ryland Centre next door.  Practice information leaflets have been revised and revamped  Further revision to the practice website with regular and updated information, downloadable registration documents and details about the Participation Group, the committee, events and meetings  NRPPG membership and online booking information was included in all new patient registration packs  Charitable fund raising events has been organised by the Participation Group throughout the year  A system for cancelling appointments by mobile phone was introduced  Ongoing discussions continue regarding to appointment provision.

Survey Results In total 512 surveys were returned and again it was disappointing that there were many incomplete with unanswered questions. Therefore not all results equate to 100%. The survey was also available via the website but only 2 surveys were returned in this manner

NRPPG Disappointingly almost 60% of those questioned were still not aware of the existence of the PPG. This was despite a proactive advertising campaign over the previous 2 years using posters, newsletters, and a large designated notice board in the main waiting area.

Facilities and Services 95% of those questioned were happy or very happy with the surgery opening times, compared with 72% in 2012. Only 1% responded that they were not happy. One comment related to the surgery opening monthly on a Saturday which of course already happens. There were only 5 comments made about the facilities and services provided by the surgery. Only 2 comments relating to car parking; one about people not displaying disabled stickers in disabled parking spaces and one commenting that they were unable to use the additional car parking at the Ryland Centre because they could not walk that distance. Another comment requested areas outside the main doors were salted during icy weather (NB the main walkways, entrances and vehicle access is already cleared and salted during icy conditions)

Telephone Access 82% of patients were satisfied or very happy with telephone access to reception. Again this satisfaction had increased by 15% compared with 2012 figures. Comments included ‘pleased the telephone number has gone back to a normal number’ and ‘the new number is easier to get through to reception’. There was one comment saying it was more difficult to get through with the new telephone system. However, there were still a disappointing number of comments relating to the time taken to answer the telephone especially getting through at busy times. For example ‘working full-time means I cannot ring at 8.30’; ‘tried ringing for an appointment or to speak to someone at around 1.00pm on two occasions and have given up as no one seemed to answer the phone – rather frustrating when you are on your lunch break and time is limited; ‘poor answer times on the phones’ and ‘I tried 8 times to get an appointment – when I pressed ‘Option 2’ it just rang out and was never answered even after 11 minutes’. Once through on the telephone, only 2% of patients had found receptionist staff less than helpful (a figure unchanged from last year) and overwhelmingly 80% had found reception staff helpful or very helpful. There were a few comments regarding reception staff ranging from how marvellous they were, how helpful all the staff were to some were quite rude and abrupt on the telephone. 64% of those questioned had found telephone access to both doctors and nurses easy or very easy and over 70% stated these telephone consultations were helpful or very helpful. There were some comments to back up these figures saying how useful they had found telephone consultations. Internet Access Over 20% of those questioned stated they used online booking; an increase of 3% in the last year. It is worth noting that almost 6,500 patients have registered for online access but it is not known how many regularly use it. There were several comments relating to the use of online access. These included ‘there is nothing on the website to explain how to register for online booking; I hope that the online facility can only be an improvement to working people without having to ring at 8.30’ and ‘being able to book online is a very useful facility’

Appointments and Waiting Times 75% of patients surveyed were aware of the SMS text appointment reminders and that the fact they could cancel appointments 24 hours a day. Again an increase of 12% in the last 12 months. Similar to the last 2 years approximately 16% of those questioned had used the commuter clinic appointments. Over 55% (a rise of 15%) of those questioned stated they had found it easier getting an appointment over the last 12 months. Despite this the largest volume of comments related to the availability of appointments, or to the access to the doctor of their choice. There were a few positive comments such as ‘easier to get an appointment’ or ‘emergency appointments are very good’, but largely the comments were less favourable. For example, ‘difficult getting an appointment, despite trying to book in advance; find it very trying to get an appointment with a particular doctor; not being on the internet I find appointments on the day already filled even when phoning at 8.30am’ and ‘still difficult to get appointment to see particular doctor’. Waiting times appear to have suffered somewhat in the last year. 65% stated that they were seen on time or within 5-15 minutes compared with 70% in 2012. Disappointingly almost 4% said they waited more than 30 minutes compared with 2% last year. Despite this comments were of an understanding nature. For example ‘sometimes the wait to be seen by doctor or nurse is rather long – although I do appreciate how busy they are’ and ‘if the doctor is running late would be helpful if the computer booking system screen told you’.

Staffing 90% of those questioned had found receptions staff at the surgery helpful or very helpful compared with 84% in 2012. There were many personal comments naming individuals or giving particular praise (these comments will be passed on to those individuals). More general comments include ‘since the birth of my child I have had numerous telephone calls and appointments - all have been very helpful; in the main I am happy with the care I receive; staff always friendly and helpful; nursing staff especially friendly; overall very well run with polite and efficient staff; I can’t thank the doctors, nurses and everyone here, how much they have helped me for a long time’ and ‘I cannot thank the doctors and nurses enough for looking after me all through my illness General Issues and Suggestions There were several comments concerning continuity of care. These relating to seeing the same doctor more than once to prevent them repeating their history. One comment around communication concerns between hospitals and the Surgery; another about the time taken for test results to come back from the laboratory; one requesting more minor surgery to be done at the surgery or offering more routine health checks. Other comments were requesting a discrete area to breast feed, another suggesting the heating was too warm and asking for the process of collecting prescriptions to be made easier. One final comment is one which staff at the surgery should continue to aspire towards – ‘Doctors and nurses all most attentive, sympathetic and professional in all aspects. The doctors and staff at New Road Surgery are second to none’.

Isabel Hyde 10/1/14