Transcript Builth and Llanwrtyd Wells Group Medical Practice

Builth and Llanwrtyd Wells
Medical Practice
Patient Survey 2008
No. Questionnaires Completed: 250
Survey Principles
• Same as last year
• Data analyses to compare results with last
year
• Discussion amongst partners/staff
• Consultation with patient representatives
(CHC)
• Separate survey for the nurses.
Format
• Evaluation questions
– Patient judgement of quality of care
• Report questions
– Specific experiences or request for
information
• Comments
– Grouped analysis of individual comments
• Complaints review
Demographics
• 65% female (63%)
• Mean age 52 yrs (51)
• 97% white (99%)
• 82% owner occupiers (78%)
• 52% employed, 34% retired (52%, 29%)
• 46% long term illness/disability (50%)
(2007 figures for comparison)
Evaluation : Admin and access
100
90
80
70
60
Benchmark
2006
50
2007
2008
40
30
20
10
0
receptionists opening hours
own GP
availability
any GP
availability
waiting times
phoning
practice
phoning GP
for advice
continuity of
care
y
ab
ilit
ab
ilit
to
an
d
to
ith
st
ay
w
st
an
d
co
pe
un
de
r
ca
rin
g
Ab
ilit
y
y
to
Dr
s
Dr
s
sp
en
t
he
al
th
y
pr
ob
le
m
pr
ob
le
m
co
nc
er
n
pa
t ie
nc
e
t im
e
qu
es
t io
ni
ng
Dr
s
lis
pu
te
tti
ni
ng
ng
pa
t ie
nt
at
ea
se
in
vo
lvi
ng
pa
tie
nt
Dr
s
ex
pl
an
at
io
n
Dr
s
Evaluation : Consultation skills
100
90
80
70
60
benchmark 2007
50
2006
40
2007
2008
30
20
10
0
Group – Admin and Access
GROUP ADMIN
100
90
80
70
60
Benchmark NURSE
NURSES 2008
50
Benchmark DOCTOR
2008
40
30
20
10
0
receptionist
opening hr
availability of
waiting times phoning pratice phone advice
continuity of
care
Group - Consultation
100
90
80
70
60
50
40
30
20
10
0
questioning
BENCH
NURSE
BENCH
DOCTOR
explanation
understand
Specific report questions
• Waiting times
– </= 10 mins: 16% (16%)
– </= 20 mins: 31% (33%)
– > 30 mins : 26% (28%)
• Continuity for seeing same doctor
– Always/almost always : 91% (88%)
– Never/almost never : 0.1% (0.2%)
(2007 figures for comparison based on Drs
only)
Comments - favourable
• 83 positive comments
(66)
– No appointments/ease of access
– Quality of care/service/kindness
– General positive comments
: 31 (09)
: 40 (38)
: 12 (19)
2007 figures for comparison based on Drs comments
Comments - unfavourable
• 15 negative comments (surgery) (42)
–
–
–
–
later/earlier/sat. am opening
Waiting times
Appointments preferred
Other/Quality
: 3 (14)
: 4 (11)
: 5 (1)
: 3 (16)
• 15 negative comments(other services)(18)
– OOH services
– Running down of hospital
– Others
2007 figures for comparison
: 5 (13)
: 3 (2)
: 7 (3)