Transcript Three Villages Medical Practice PATIENT SURVEY 2013

THREE VILLAGES MEDICAL PRACTICE
PATIENT SURVEY
2013
Review of Results
Discussion
Action Plan for 2014
23 October 2013
Action Plan from 2012
Survey
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The Practice will continue with the telephone triage system at
present as the majority of patients liked the system as it gives
same day access to a doctor when required
The Practice will continue to monitor and review the triage
system
The Practice will review the whole appointments system with
the aim of allowing advance booking of non-urgent
appointments more than a week in advance, and for more
urgent appointments within 2-3 days
The Practice will continue to monitor the telephone system for
response times
The Practice will consider allowing patients to book
appointments on-line, once our new clinical system has been
put in place over the summer months
The Practice will install a patient information screen in the
Stourbridge surgery
The Practice will allow a member of the PPG to shadow the
reception staff to witness the volume of telephone calls and
visitors
All members of the Practice will have refresher training with
a view to improve the survey feedback on attitude
Progress from 2012 Actions
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We introduced a new telephone system which has had a
mixed reviews from patients
Dudley CCG commissioned the Primary Care Foundation
to conduct a review of appointments in each practice and
to make recommendations for improvement
These were considered and accepted by the practice
Patients can now book appointments up to 6 weeks in
advance
We have reserved appointments each day with each GP
on duty and with Jayne Baker ANP for more urgent needs
The telephone triage system was replaced by more GP
telephone appointment slots introduced
We have increased the number of GP hours per week
We have lost a practice nurse, which has increased
pressure on both Chris Fleming and Jayne Baker, but the
new nurse starts on 4th November. This also had an
impact on the number of asthma and COPD reviews done,
but we plan to complete the outstanding ones by 31st
March 2014
Progress from 2012 Actions
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Since the PCT ceased to exist there have been a
number of contractual changes which will continue for
the next year or so and will result in an actual decrease
in Practice income
At the same time the amount of admin required has
increased considerably, eating into the amount of time
GPs and nurses have to spend on patient appointments
We plan to introduce a patient self check-in system
and on-line booking of appointments by the end of the
year
We have installed the Life Channel in the Stourbridge
Surgery but there are plans to replace this with a new
information screen in the near future. This will allow us
to include our own messages/information
A member of the PRG did shadow the reception staff
Training is commencing on improving patient
satisfaction towards staff attitudes but we also need to
look to improving staff satisfaction and overall
communication too
Results of the Survey
General Patient Information
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210 patients returned a survey form
140 were female, 65 male and 5 did not
answer
17 were aged under 25, 112 aged 25-59,
79 aged 60+, 2 did not answer
126 had been with the practice over 10
years, 32 5-10 years, 46 less than 5 years
and 6 did not answer
94 were visiting their usual practitioner, 85
were not and 31 did not answer
Results of the Survey
Poorest Scores
 44 rated us poorly on being able to
see a practitioner within 48 hours
 39 on seeing a practitioner of choice
 24 on telephone access
 17 on date and time of appointment
 9 on availability and admin of
reminder systems
 8 on the time waiting
 8 on the comfort of the waiting room
Results of Survey
Highest Scores
 The highest scores were just about the
appointment with the practitioner
 90 patients rated us excellent on the
respect shown
 88 on warmth of greeting
 86 on ability to listen
 83 on confidence of ability
 80 on whether they would recommend
the practitioner to friends
 78 on satisfaction with visit
Survey Results
Staff/Admin
 3 Questions were asked about
reception staff
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The manner in which you were treated
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Respect shown for privacy and confidentiality
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Information provided by the practice about its services
Scores averaged across ‘good’ to
‘excellent’ for all three
Patients rated us ‘good’ on
opportunity to make complaints or
compliments
Patient Comments on how the
practice could improve its service
Suggestions for improvement included:
 A bit more joined up thinking re
communication/info sharing
 Improve access by telephone
 Introduce self service check in & on
line booking for appointments
 Improve waiting times for
appointments and increase number of
late/early appointments
 Less patronising/more understanding
reception staff
 Apologies be offered by practitioner
if running late
PRG Comments
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Most positive comments were about GPs
Least positive related to access
Results are acceptable on the whole but
results for reception staff need to
improve
Telephone access still causes some
concern
Waiting times to obtain an appointment
are still a problem
Appointments with preferred GP is also
still a problem
Information on illness prevention, services
and reminders could be improved
Action Plan
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Improve patient knowledge about Practice
opening times and services by issuing flyers,
information leaflets and using posters to focus
on specific diseases
Improve patient access by changes to the way
we answer the phones and ways patients can
book appointments. We will offer internet
booking later this year and look at other
options like text message reminders.
Continue to improve communication with
patients by regularly updating the practice
and NHS Choices websites and involving
members of the patient participation group in
practice meetings
We will keep patients informed if clinics are
running late