Patient Survey Results

February 2013 Wickham Market Medical Centre

Introduction

• • • 327 patients took part in our Surgery questionnaire. The survey gave them the opportunity to comment on and rate the service which Wickham Market Medical Centre provide.

This presentation details the results and the actions we have agreed as a result to improve our service to patients.

The partners and the patient group would like to thank all the patients who took part.

Wickham Market Medical Centre

Patient Survey

Visits to Doctor Nurse in the last 12 Months • • • • • None Once or Twice Three or four times Five or six times Seven times or more 12 84 104 64 63 Wickham Market Medical Centre

250 200 150 100 50 0

Patient Survey

Which Surgery Do you Usually Attend?

220 85 Rendlesham Wickham Market Wickham Market Medical Centre

300 250 200 150 100 50 0

Patient Survey

Was your Appointm ent Routine or Urgent?

247 58 Urgent Routine Wickham Market Medical Centre

Patient Survey

Sex of Patients taking part in Survey • • Male Female 108 219 Wickham Market Medical Centre

• • Yes No

Patient Survey

Long Standing Illness or Disability 151 176 Wickham Market Medical Centre

Patient Survey

Main table of mean scores as percentages, compared to the GPAQ benchmarks

Q2. Satisfaction with receptionists Q3a. Satisfaction with opening hours Q4b. Satisfaction with availability of particular Doctor/Nurse Q5b. Satisfaction with availability of any Doctor/Nurse Q7b. Satisfaction with waiting times at practice Q8a. Satisfaction with phoning through to practice Q8b. Satisfaction with phoning through to Doctor/Nurse for advice Q9b. Satisfaction with continuity of care Q10a. Satisfaction with Doctor's/Nurse's questioning Q10b. Satisfaction with how well Doctor/Nurse listens Q10c. Satisfaction with how well Doctor/Nurse puts patient at ease Q10d. Satisfaction with how much Doctor/Nurse involves patient Q10e. Satisfaction with Doctor's/Nurse's explanations Q10f. Satisfaction with time Doctor/Nurse spends Q10g. Satisfaction with Doctor's/Nurse's patience

GPAQ benchmark

75 67 58 68 56 59 59 68 79 81 82 79 81 78 81 82 Q10h. Satisfaction with Doctor's/Nurse's caring and concern Q11a. Ability to understand problem after visiting Doctor/Nurse Q11b. Ability to cope with problem after visiting Doctor/Nurse Q11c. Ability to keep healthy after visiting Doctor/Nurse Q12. Overall satisfaction with practice Key: ↑ = highest of the two scores 69 66 61 78 Filter 1

Mean score

78.65

68.01

64.29

71.45

57.61

72.97

69.16

72.65

85.80

87.09

87.96

86.69

85.64

84.06

87.39

87.45

75.62

72.63

69.03

87.41

→ = bellow GPAQ benchmark Wickham Market Medical Centre Filter 2

Mean score

78.65

68.01

64.29

71.45

57.61

72.97

69.16

72.65

85.80

87.09

87.96

86.69

85.64

84.06

87.39

87.45

75.62

72.63

69.03

87.41

Patient Survey

Satisfaction with Opening Hours • • • • • • Very Poor Poor Fair Good Very Good Excellent 44 4 6 117 113 43 Wickham Market Medical Centre

Patient Survey

200 180 160 140 120 100 80 60 40 20 0

Are you aware that we run extra surgeries on Saturday mornings & Tuesday evenings?

190 115 Yes No Wickham Market Medical Centre

Patient Survey

100 50 0 250 200 150

If you have used this facility how do you rate the extra Surgeries?

223 Not Used Poor Very Poor Fair Good Very Good Excellent 2 1 3 14 25 40 Wickham Market Medical Centre

Patient Survey

Additional Hours Requested • • • • • Mornings Lunchtime Evenings Weekends None 19 8 79 120 130 Wickham Market Medical Centre

Patient Survey

Extended Hours • • • • Tuesday Evening at Wickham Market 6.30pm to 8.00pm

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 Wickham Market Medical Centre

Additional Hours Requested at Rendlesham Surgery

• • • • Extra GP session at Rendlesham every other Monday Rendlesham Surgery is open until 6.30pm on Mondays and Wednesdays.

Rendlesham Surgery is Open on Friday Afternoons until 5.30pm

Prescribing pharmacist will be available at Acer Road Pharmacy, Rendlesham in the near future to deal with minor ailments etc Wickham Market Medical Centre

Patient Survey

Availability of Particular GP/Nurse • • • • • • • Same day Next working day Within 2 working days Within 3 working days Within 4 working days 5 or more working days Does not apply 39 54 82 47 44 46 15 Wickham Market Medical Centre

Patient Survey

Same day Urgent Availability of Doctor • • • Yes No Don’t know/never needed to 236 15 76 Wickham Market Medical Centre

Patient Survey

Satisfaction with Waiting Times at The Practice • • • • • • Very poor Poor Fair Good Very Good Excellent 111 0 22 107 58 29 Wickham Market Medical Centre

Patient Survey

Action re GP Waiting Times • • • GP’s continually reviewing how their surgeries are set up Inserting catch up slots Emergency clinic introduced with effect from April 2012 – extended start time of clinic December 2012 Wickham Market Medical Centre

Patient Survey

250 200 150 100 50 0

Have you used the Em ergency Clinics and if so how did you rate them ?

213 2 2 4 11 38 35 Not Used Poor Very Poor Fair Good Very Good Excellent Wickham Market Medical Centre

100 50 0 250 200 150

Patient Survey

How do you book your appointment generally?

216 41 48 ATB Online Reception Wickham Market Medical Centre

Patient Survey

120 100 80 60 40 20 0

If you have used the telephone system how would you rate it?

98 88 83 31 Not used Fair Good Very Good Excellent 5 Wickham Market Medical Centre

Patient Survey

More advertising required to inform patients of the various methods of booking appointments • • • • Improvement since last year but more work to be done Advertise on website Advertise in the newsletter Advertise on posters in the waiting room etc Wickham Market Medical Centre

Patient Survey

Satisfaction with Phoning through to the practice • • • • • • Very Poor Poor Fair Good Very Good Excellent 20 0 7 116 107 66 Wickham Market Medical Centre

Patient Survey

Satisfaction with phoning through to Doctor or Nurse for advice

• • • • • • Very Poor Poor Fair Good Very Good Excellent 2 4 19 63 47 31 Wickham Market Medical Centre

Patient Survey

300 250 200 150 100 50 0

Telephone appointm ents can be m ade w ith Dr or Nurse. Were you aw are of this?

247 58 No Yes Wickham Market Medical Centre

Patient Survey

• • • • • • Telephone Appointments with GP and Nurse Previous survey 64% patients rated service very good or excellent This year 71% patients rated service very good or excellent Improvement since last survey but more advertising required to inform patients that these appointments are available Advertise on website Advertise in the newsletter Advertise on posters in the waiting room etc Wickham Market Medical Centre

Patient Survey

120 100 80 60 40 20 0

How w ould you rate the service provided at Wickham Market Dispensary?

97 93 18 35 59 Not Used Poor Fair Good Very Good Excellent 3 Wickham Market Medical Centre

Patient Survey

• • • At the time of the previous survey the Dispensary team had seen a number of changes over the previous twelve months Previous survey only 17% of patients felt the service was excellent 81% patients now find service excellent Wickham Market Medical Centre

Patient Survey

200 180 160 140 120 100 80 60 40 20 0

How w ould you rate the service provided by the Pharm acy at Rendlesham Surgery?

176 1 7 21 72 Not Used Poor Fair Good Excellent Wickham Market Medical Centre

Patient Survey

Customer Service • • The practice has implemented a services protocol and continually strives to provide an excellent customer service Reception staff attended customer service training in December 2012, other training days for all staff are planned in 2013 Wickham Market Medical Centre

Patient Survey

60 40 20 0 140 120 100 80

How would you rate the ov e rall se rv ice prov ide d by your practice ?

131 111 56 Poor Very Poor Fair Good Very Good Excellent 8 1 1 Wickham Market Medical Centre

Patient Survey

Patient Comments detailing why they provided the rating in the previous slide

POSITIVE

• • • • • • Highly qualified and caring Doctors and Nurses Happy to see any Doctor A great service provided A lot of GP practices have bad press, Wickham Market Surgery is one of the best – we are lucky to have it Friendly efficient service Always feel the staff here care about their patients Wickham Market Medical Centre

Patient Survey

Patient Comments detailing why they provided the rating in the previous slide

NEGATIVE

• • • Automated phone service not always working Sometimes the appointment wait has been longer than acceptable Not enough time to discuss everything, a bit rushed Wickham Market Medical Centre

Patient Survey

Other comments regarding the service the practice provides

• • • • • • More appointments at Rendlesham All day opening at Rendlesham Very intense in the waiting room – TV or Music Poor Car Parking always too full It would be nice to ring and get an appointment on the same day Post box where repeat prescriptions can be placed out of hours Wickham Market Medical Centre