<p>PATIENT SURVEY RESULTS 2013/14 Author: Miss L Bannister</p><p>Tunstall Primary Care Centre</p><p>Alexandra Park</p><p>Scotia Road</p><p>Tunstall</p><p>Stoke-on-Trent</p><p>ST6 6BE</p><p>T: 0300 7900 230 Dr C.V.S.S. Bose & Dr J.J. Boyapati | 2 Dr C.V.S.S. Bose & Dr J.J. Boyapati | 3</p><p>Patient Participation Group The Patient Participation Group was originally set up a number of years ago; the present group have been active since January 2012. The purpose of the group is to represent the practice population and give their views on the services provided by the practice. This will assist with the development of the practice and also enable us to continue to provide the highest level of patient care.</p><p>Recruitment for the group was made in the form of notices displayed in the reception area and on the reception desk, also by word of mouth. The group currently consists of 4 members, 3 gentlemen and 1 lady who’s ages range from 62-73 years and who are all retired.</p><p>They meet on a quarterly basis and due to the relatively small number of members they have begun having joint meetings with Dr Sonnathi’s PPG. Process One of the agenda items on the Patient Participation Group (PPG) August meeting was the Patient Survey. The practice had decided to conduct the survey along the lines of the survey taken the previous year. The PPG suggested some minor changes to the questions and agreed that by keeping the survey small, it would encourage more patients to participate. </p><p>Unfortunately, unlike previous years, the PPG members were unable to assist with the survey due to other commitments and ill health.</p><p>The survey was undertaken over an eight week period from Monday, 16th December 2013 to Friday, 7th February 2014. Questionnaires were available at Reception for patients to pick up themselves, and were also handed out by the GP’s and Receptionists. A box was available in the reception area for surveys to be posted when completed. All questionnaires were anonymous. Results The level of completed questionnaires was relatively low and there was a decrease of 4% on the previous year’s survey. We received 50 completed questionnaires out of a total distribution of 75 (66% completion).</p><p>There was a section at the end of the questionnaire where patients could make further comments. Of the 50 completed questionnaires, only 4 had written comments which are listed as written at the end of the report.</p><p>There was also a section that asked if patients were interested in joining the PPG. Although 13 people indicated that they would be interested in joining only 3 left their details with the surgery. Dr C.V.S.S. Bose & Dr J.J. Boyapati | 4</p><p>Q1 – Are you aware that the practice has a Patient Participation Group?</p><p>Result: Over half the patients completing the survey were unaware that we have a Patient Participation Group</p><p>Q2 – How do you rate the way you are treated by Receptionists at your practice?</p><p>Result: The Reception team received a very good result, which is consistent with previous year’s surveys Q3 – How do you rate the ability to get through to the practice on the telephone?</p><p>Result: The majority of patients found it very easy to contact the practice by telephone, with over 800% of respondents rating Very Good or Excellent. </p><p>Q4 – How do you rate the hours that your practice is open for appointments?</p><p>Result: Patients generally found the opening hours convenient, with 70% of respondents rating Very Good or higher Q5 – How soon can you get a routine appointment with the doctor?</p><p>Result: Reponses showed that booking routine appointments were not a problem as the all of the requests were accommodated within 2-4 days. It should be noted that the surgery does offer routine appointments bookings up to 2 weeks in advance to see a doctor. Dr C.V.S.S. Bose & Dr J.J. Boyapati | 5</p><p>Q6 – If you need to see a doctor urgently, can you normally get an appointment for the same day?</p><p>Result: Responses show that our current urgent appointment booking system is working well with over 100% of patients of patients who replied to the question replied with Yes. Dr C.V.S.S. Bose & Dr J.J. Boyapati | 6</p><p>Q7 – Did you have confidence and trust in the doctor you saw today?</p><p>Result: Overall responses show a high level of confidence and trust in the doctors with 80% answering yes, however it must be noted that a small percentage either abstained from answering the question or couldn’t say.</p><p>Q8 – How do you rate the clinical care provided by the doctors and practice nurse?</p><p>Results: Almost all patients surveyed agreed that the care provided by all clinicians ranged from good to excellent; with the majority stating their care was excellent. Dr C.V.S.S. Bose & Dr J.J. Boyapati | 7 Q9 – How do you rate the health information (leaflets etc) provided by the practice?</p><p>Results: Patients generally found the availability of health information to be satisfactory, with over 90% of respondents giving a Good or better response, although it should be noted that a minority of patients felt there is room for improvement.</p><p>Q10 – What is your overall satisfaction with this practice?</p><p>Results: Overall results are extremely encouraging Dr C.V.S.S. Bose & Dr J.J. Boyapati | 8 Q11 – Would you be interested in joining the Patient Participation Group?</p><p>If you answer Yes to Q11 please leave your details at reception</p><p>Q12 – Would you be interested in joining a Virtual Patient Participation Group with all communication via e-mail? If you answer Yes to Q12 please leave your details at reception</p><p>Result: Overall results for these questions were extremely disappointing. It should also be noted that although 13 people answered yes only 3 left their contact details with reception and as the questionnaires are anonymous we are unable to ascertain who else would be interested in joining the Patient Participation Group. Dr C.V.S.S. Bose & Dr J.J. Boyapati | 9</p><p>Patient Demographics</p><p>We also included a section in the questionnaire allowing respondents to identify themselves by Gender, Age and Ethnicity in order to obtain a clearer picture of the range of people responding to the questionnaire. The results are as follows: Dr C.V.S.S. Bose & Dr J.J. Boyapati | 10</p><p>Other Comments Comments taken from the questionnaires as written:</p><p> Dr Bose and all in his practice give a wonderful service. Many thanks.</p><p> Excellent doctors, very pleased.</p><p> Very good surgery, nice pleasant doctors, good polite reception staff.</p><p> Sometimes find it difficult to understand what the doctor is saying. Sometimes I don’t think they explain exactly what is wrong. At times I would feel more comfortable seeing a female doctor and will make and appointment first to see Janet (Practice Nurse) if she can sort me before seeing the doctor.</p><p>Conclusion After discussion with the members of the PPG, the outcome of this survey shows that generally the practice continues to provide high levels of patient satisfaction.</p><p>We would like to improve the provision of health information leaflets and posters; however space within the practice is limited. We endeavour to keep the information up to date as we receive new leaflets, but due to the space constraints we feel that it would be difficult to provide availability of the full range of information we have available at any one time.</p><p>The most disappointing aspect of this year’s PPG results, as in previous years, is that we are still struggling to attract any new members, despite continuous attempts to recruit new members. We had 13 people indicate that they would be interested in joining the PPG but only 3 left their details with reception.</p><p>Actions Next year’s survey will again be performed in surgery and the questionnaire will also be available for completion via a link to the practice website. This should provide us with a larger number of statistics for analysis, giving a broader view of patient satisfaction.</p><p>Along with the existing members we will continue to try and recruit more members by forming a virtual PPG via the practice website. This will enable patients who wished to take part in the group but are unable to attend meetings, to participate via e-mail. </p><p>We will endeavour to keep up our good work for the forthcoming year.</p><p>Dr Bose, Dr Boyapati and staff would like to thank all the patients who gave their time to participate in the survey and also the PPG for their involvement.</p>