Transcript Cotswold Medical Practice

Cotswold Medical Practice
Patient Survey Results 2014
Methodology
• Due to the excellent response last year, we
used electronic technology again this year.
• The link to the survey was sent to 800 patients
by email, approximately 5,000 were sent a
text inviting them to complete the survey on
the practice website, and 200 paper copies
were distributed in the surgery. Invitations
were added to repeat prescriptions.
• 485 patients completed the survey
Are you satisfied with our practice appointment system?
1% 1%
3%
2%
5%
Very satisfied
Quite satisfied
Neither satisfied or dissatisfied
Quite dissatisfied
Very dissatisfied
30%
58%
Have not tried to make an appointment
Other (please specify)
Number of responses = 485
Have you requested repeat medication in the past 12 months?
19%
Yes
No
81%
Number of responses = 481
How satisfied were you with the system for requesting
repeat medication?
1%
4%
2%
17%
Very satisfied
Quite satisfied
Neither satisfied or dissatisfied
Quite disatisfied
Very dissatisfied
76%
Number of responses = 400
Comments on the system for obtaining
repeat medication
10
Would like more than one months supply of medicines at a time
Great service
9
Internet ordering is great
7
Internet ordering is cumbersome or erratic
Would like an automated way of knowing that the medicines are
ready
4
2
Turn around time from request to collection is too slow
4
Turn around time is quick
2
Sometimes the system has failed me
3
I would like to request medication by phone
1
Difficult to get hold of a username and password for internet ordering
1
Number of patients commenting = 44
In the past 12 months have you needed to contact a GP when the
surgery is closed?
1%
13%
Yes
No
Can't remember
86%
Number of responses = 480
What did you do when you couldn't contact
a GP out of hours?
3%
Was Transferred automatically to the
Gloucestershire Out of Hours service
4%
Phoned NHS Direct or NHS111
9%
34%
Contacted the local Minor Injuries Unit
(Moreton or Cirencester)
16%
Waited until the surgery re-opened
Went to A+E (Cheltenham or Gloucester)
34%
Number of responses = 64
Other (please specify)
How satisfied were you with the service you contacted out of hours?
8%
8%
39%
Very satisfied
Quite satisfied
12%
Neither satisfied or dissatisfied
Quite dissatisfied
Very dissatisfied
33%
Number of responses = 60
Comments on the services available
out-of-hours
Frustration with the NHS 111 questioning
5
Good or excellent service at Moreton and Cirencester
6
Dislike lack of continuity of care with out-of-hours GPs
6
Long wait before a call back from 111/out-of-hours GP
2
Journey to A+E, Minor injuries unit or OOH centre is too far
3
Number of patients commenting = 18
Overall, how would you rate the Cotswold Medical Practice?
0%
2%
10%
Excellent
49%
Very good
Fair
Quite poor
Very poor
39%
Number of responses = 480
Comments on the Practice
Positive comments about practice as a whole
26
Positive comments about reception
13
Negative comments about reception
5
Best practice I have ever attended
12
Positive comments about GPs
11
Negative comments about GPs
2
Positive comments about dispensary
8
Negative comments about dispensing
2
Positive comments about nurses
7
Positive comments about appointment booking
4
Negative comments about appointment booking
4
Would like to book nurse appointments online
Number of patients commenting = 121
3
Comments on the Practice (2)
Appointments often run late
6
Lately people seem stressed and finding it difficult to cope
4
Would like late evening appointments
3
Would like Saturday appointments
3
Like the ability to have telephone consultations
3
Planning to move to another surgery as unhappy
3
Wait for repeat medication is too long
3
You could make more use of texts and emails
3
Would like more than 1 month of repeat medication
2
Can be overheard in reception
2
Referral problems
2
Would like own GPs for Out of hours
Number of patients commenting = 121
2
Feedback from the Patient Participation Group
• The vast majority of patients seem very happy with the
service – well done.
• Please add an explanation about Nurse appointment booking
on-line and repeat prescriptions to your web-site
• Whilst appointments running late can be annoying, I
understand that different problems require different lengths
of time and 10 minutes is the average.
• I know that if I need longer on occasion, I will get it
• Please can reception let patients know if GPs or nurses are
running late.
• The practice is clearly struggling to cope with increasing
demand
Cotswold Medical Practice Patient Survey 2014
Patients asked for
Our response
We would like to book nurse
appointments on-line
All our nurses have different specialities and training, which makes it difficult to offer on-line booking.
We will be upgrading our computer system in July and will revisit this when it is fully functional.
However, we will try to add flu appointments in September/October this year.
We would like to order 2 or
more months of prescriptions
at once
We are required by NHS England to only issue one month at a time. This is to avoid clinical errors and
wastage. However, you can order your medication for the following month when you collect your
tablets from the surgery or the chemist. You can also request to have “repeat dispensing” where 6
months of prescriptions are issued so that you do not need to request them monthly. You still need to
collect the medication monthly from the practice or the chemist.
Internet booking of
appointments and ordering
medication
This is a very popular service. Unfortunately, after 10pm and at some points over the weekend, the
computer is performing essential tasks and cannot be accessed to book appointments or order
prescriptions. If this happens, please try again later.
If you would like to use this service please ask at reception for log in details and password.
Late evening or Saturday
appointments
We offer evening appointments until 20:30 with GPs and Nurses on alternate Mondays (Bourton) and
Wednesdays (Northleach). Please ask at reception to book.
Frustration with NHS111
service
If you phone us when the surgery is closed, your call is automatically transferred to NHS111. Their
trained operators will assess your problem and direct you to the appropriate service – Pharmacy, Out
of Hours GP, Minor Injuries unit or A+E. In order to do this effectively they will ask a lot of questions to
exclude a serious problem. Please bear with them – the survey demonstrates that people are
generally happy with the service they are directly to.
Minor Injuries service at the
surgery
Patients are very happy with the service at our local Minor Injuries Units. Some would prefer to be
seen in the Practice. We have not been commissioned to treat minor injuries, and therefore our nurses
do not have the appropriate training, nor do we have the facilities to do so. All our nurse clinics are
generally fully booked and we do not have a walk-in facility. Patients are much safer being seen by
experts who have access to the equipment they need to treat minor injuries.
The Practice could make more
use of texting and email
We have the facility to send a text reminder for appointments, and other reminders for blood tests etc.
Please give reception your mobile number if you would like this. We are making more use of email for
contacting patients. This will continue to grow over the forthcoming years. Please let us have your
email address if you are happy for us to email you.
Are you male or female?
44%
Male
Female
56%
Number of responses = 463
What is your age?
35.0%
30.0%
25.0%
20.0%
15.0%
10.0%
5.0%
0.0%
under 15
15 to 24
25 to 34
Number of responses = 480
35 to 44
45 to 54
55 to 64
65 to 74
75 to 84
85 to 94
over 95