Transcript Patient Survey Results - Wickham Market Medical Centre

Patient Survey Results
December 2013
Patient Survey
 355 patients took part in our Surgery questionnaire.
This gave them the opportunity to comment on and
rate the service which Wickham Market Medical
Centre provide.
 You will find the results of the survey to follow and
any actions we have taken as a result to improve our
service to patients.
 Thank you to the patients who took part.
Patient Survey
Sex
250
225
200
150
Sex
130
100
50
0
Male
Female
Patient Survey
Age of Patients taking Survey
140
120
122
100
80
76
Age
70
60
40
42
36
20
9
0
0-24
25-44
45-64
65-74
75-84
85+
Patient Survey
Visits to the Dr/Nurse in last 12 Months
120
112
100
90
80
78
60
64
Number
40
20
11
0
None
Once or twice
Three or Four times
Five or Six times
Seven times or more
Patient Survey
Long standing Illness or Disability
190
188
185
180
175
170
165
167
160
155
Yes
No
Patient Survey
Which Surgery do you Usually Attend?
300
250
269
200
Wickham Market
150
Rendlesham
100
83
50
0
Wickham Market
Rendlesham
Patient Survey
How do you Book your Appointments Generally?
250
224
200
150
Telephone Booking
Reception
100
50
Online
70
58
0
Telephone Booking
Reception
Online
Patient Survey
More advertising required to inform patients of the
various methods of booking appointments
 Advertise on website
 Advertise in the newsletter
 Advertise on posters in the waiting room
Patient Survey
Are you Aware that We Run Extra Surgeries on Saturdays
Morning & Tuesday evenings?
250
200
206
150
146
Yes
No
100
50
0
Yes
No
Patient Survey
Have You Used Our Morning Emergency Clinics and How do
you Rate Them?
250
200
201
Excellent
Very good
150
Good
Fair
100
Poor
50
67
Not Used
54
21
7
2
Good
Fair
Poor
0
Excellent
Very good
Not Used
Patient Survey
More advertising required to inform patients of the
various methods of booking appointments
 Advertise on website
 Advertise in the newsletter
 Advertise on posters in the waiting room
Patient Survey
Additional Hours Requested
160
140
147
120
125
100
92
80
60
40
20
25
15
0
Mornings
Lunchtime
Evenings
Weekends
None
Patient Survey
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Extended Hours
Tuesday Evening with GP at Wickham Market 6.30pm to
8.00pm
Tuesday Evening with Nurse 6.30pm to 7.00pm
Saturday Morning at Wickham Market 8.30am to 11.45pm
One Saturday a month is offered at the Rendlesham
Surgery
Extended hours appointments are for pre booked
appointments only
Patient Survey
More advertising required to inform patients of the
various methods of booking appointments
 Advertise on website
 Advertise in the newsletter
 Advertise on posters in the waiting room
Patient Survey
Overall Satisfaction with Practice
200
180
160
140
120
100
80
60
40
20
0
184
97
61
4
Completely
satisfied
Very satisfied
Fairly satisfied
Neutral
5
2
Fairly dissatisfied Very dissatisfied
2
Completely
dissatisfied
Patient Survey
Encourage patients to feed back positive
and negative issues concerning the practice
 Through the patient group
 Suggestion box in reception
 Via website
Patient Survey
Satisfaction with Receptionists
140
131
120
118
100
80
85
60
40
20
1
2
Very poor
Poor
18
0
Fair
Good
Very good
Excellent
Patient Group
Reception
 The Receptionist/Administration Team has been
restructured since the previous patient survey
 Alterations to the front of house have also taken
place
Patient Survey
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Feedback re Reception Service
‘ I would particularly like to mention the reception
staff at this practice who are always so very helpful,
courteous and kind ’
‘ Excellent service given by reception ‘
‘ The receptionists are always very patient and polite ‘
‘ Greatly improved receptionist of late the training
must be working ‘
Patient Survey
Satisfaction With Opening Hours
140
132
120
120
100
80
60
52
40
35
20
1
15
Very Poor
Poor
0
Fair
Good
Very Good
Excellent
Patient Survey
Requests re more hours at Rendlesham
 ‘ I would like to have more chance to be seen at
Rendlesham ‘
 ‘ Long wait needed in order to obtain an appointment at
Rendlesham ‘
 ‘ I would like a full time practice at Rendlesham ‘
 ‘ Rendlesham could be more available at more hours ‘
 ‘ We need more hours in Rendlesham ‘
Patient Survey
Additional Hours requested at Rendlesham Surgery
 At least one extra GP sessions are added each week
 Rendlesham Surgery is open until 6.30pm on
Mondays and Wednesdays
 Rendlesham Surgery is open until 5.30pm on Fridays
 Prescribing Pharmacist will be available at Acer Road
Pharmacy, Rendlesham in the near future to deal with
minor ailments etc
Patient Survey
Availability of Particular Doctor/Nurse
120
100
102
80
73
60
51
40
40
39
40
20
10
0
Same Day
Next working Day
Within 2 Days
Within 3 Days
Within 4 days
5 or more days
Does not apply
Patient Survey
Satisfaction with Availabilty of Particular Dr/Nurse
120
100
101
80
80
75
68
60
40
20
21
0
9
0
Very Poor
Poor
Fair
Good
Very Good
Excellent
Does not apply
Patient Survey
Satisfaction with availablity of any Dr/Nurse
120
100
104
87
80
92
60
Series1
56
40
20
1
9
Very Poor
Poor
6
0
Fair
Good
Very Good
Excellent
Does not apply
Patient Survey
 Partners continually review access
 Partners have visited other Surgeries to review
different appointments systems, including ‘Dr First’
 Partners have bench marked own service levels with
other practices within the DHG Group
Patient Survey
Same Day Urgent Availabilty of Dr
300
250
264
200
150
100
71
50
20
0
Yes
No
Don’t Know/Never needed to
Patient Survey
Emergency Clinics
 Emergency clinics are held each morning at Wickham
Market at 11.40am
 Patients will see the GPs that are on duty in the order
that they booked into the clinic
Patient Survey
Waiting Times at Practice
160
140
145
129
120
100
80
60
40
20
35
33
13
0
5 mins or less
6-10 mins
11-20 mins
21-30mins
30mins +
Patient Survey
Satisfaction with Waiting Times at Practice
140
120
125
117
100
80
60
57
40
20
28
25
3
0
Very Poor
Poor
Fair
Good
Very Good
Excellent
Patient Survey
 GP’s constantly review how their surgeries are set up
 Catch up slots are inserted where appropriate
 The introduction of the emergency clinic has
improved waiting times
 The partners review surgeries on a monthly basis
Patient Survey
Satisfaction with Phoning Through To Practice
140
131
120
120
100
80
69
60
40
20
23
1
1
Very Poor
Poor
0
Fair
Good
Very Good
Excellent
Patient Survey
Satisfaction with Phoning through to Dr for Advice
80
70
70
60
50
50
40
43
30
27
20
10
1
8
Very Poor
Poor
0
Fair
Good
Very Good
Excellent
Patient Survey
 Telephone appointments are available on a daily basis
with the GP’s and Nurses
 The partners are currently reviewing the booking of
patient appointments
Patient Survey
How Would You Rate the Overall Service Provided by Your
Practice?
160
140
152
138
120
Excellent
100
Very Good
Good
80
Fair
60
Poor
53
40
Very poor
20
7
1
1
Fair
Poor
Very poor
0
Excellent
Very Good
Good
Patient Survey
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Comments received from Patients
‘ Excellent service given by reception and Doctors ‘
‘ Very good practice and service ‘
‘ Very helpful people at the centre, nothing is too much for
them to resolve ‘
‘ Best Doctor I have ever had – he is like a good friend ‘
‘ Excellent Practice ‘
‘ Best practice I have been to excellent Doctors, Reception
Staff and Nurses, all around very very good, thank you ‘