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SJWMC Patient Survey 2008
Overview
• 5th year of the survey
• 545 patients ≥16yrs surveyed in total
• About 50 surveys per clinician (including nurses)
17 questions, split into 6 areas:
Receptionists (1), Communication (1), Access (6), Enablement (1),
Demographics (7), Continuity (1)
• Available in 5 languages:
Bengali, English, Chinese, Somali, Turkish
Patient Demographics
• Sex:
69% female 31% male
• Age:
≤44 yrs
≥45 yrs
• Long standing illness or disability?
45% Yes
54%
46%
55% No
Patient Demographics cont
Other, 3, 3%
Retired, 13, 13%
Looking after
home/family, 5, 5%
Long term sickness,
10, 10%
School or full time
education, 3, 3%
Unemployed, 4, 4%
Employed (full/part
time, self-employed),
61, 62%
Patient Demographics cont
Other ethnic group, 7,
2%
Chinese, 43, 10%
Mixed Race, 21, 5%
Asian or Asian British,
52, 11%
Black or Black British,
50, 11%
White, 279, 61%
Satisfaction with reception
• 78% of patients rated their treatment by the
reception team as either very good or excellent
80
60
40
20
0
very poor
poor
fair
good
very good excellent
2005
0.5
0
2.5
11
33
53
2006
0.25
0
2
8
31
60
2007
0.5
0
3.5
13
30
53
2008
0.6
0.1
4.2
16.8
31.5
46.8
Nurse scores overview
2006
2007
2008
2007 benchmark
Q
2
Q
3
Q
4
Q
Q5
6a
Q
6b
Q
Q7
8a
Q
8b
Q
8c
Q
8d
Q
8e
Q
8
Q f
8g
Q
8h
Q
9a
Q
9b
Q
9c
100
90
80
70
60
50
40
30
20
10
0
Nurses – frequency of visits
60
50
40
2006
30
2007
2008
20
10
0
None
Once or twice
Three or four
times
Five or six times Seven times or
more
Nurses - Access
• Nurse availability:
40
30
20
10
0
same
next
2 days
3 days
4 days
5+ days
2006
8
12
15
14
10
24
2007
13
16
17
17
10
10
2008
26
17
36
13
6
15
• 82% of patients marked their satisfaction as either good,
very good or excellent
Nurses – waiting times
• 80% waited less than 10 minutes
• 77% of patients marked their satisfaction with waiting
times for seeing a nurse as good, very good or excellent
50
40
30
20
10
0
very poor
poor
fair
good
very good excellent
2006
1
3
22
33
27
15
2007
1
3
18
27
29
22
2008
2
2
27
38
41
23
Nurses – phoning for advice
• 65% of patients had never tried phoning a nurse for advice
• 73% of those who had marked their satisfaction positively
100
80
60
40
20
0
very
poor
poor
fair
good
very
good
excellen
t
don't
know
2006
1
4
3
12
11
7
62
2007
1
3
4
10
7
7
67
2008
0
4
8
14
15
4
82
qu
es
t io
ni
lis ng
te
ni
ng
at
in
vo ea s
e
lv
e
m
ex
e
pl
an nt
a
tim tio
n
e
sp
en
ca
p
t
rin
at
ie
g
nc
&
e
un co
de nce
rs
r
ta n
nd
in
g
c
ke
o
ep pin
g
he
al
th
y
Nurses – consultation & enablement
100
90
80
70
60
50
40
30
20
10
0
2006
2007
2008
benchmark
GP scores compared
100
90
80
70
60
50
40
2006
2007
30
2008
2008
20
benchmark
10
Q
9
Q
10
a
Q
10
b
Q
10
c
Q
10
d
Q
10
e
Q
10
f
Q
10
g
Q
10
h
Q
11
a
Q
11
b
Q
11
c
Q
7
Q
8a
Q
8b
Q
5
Q
4
Q
3
Q
2
0
GPs - frequency of visits
40
30
20
10
0
None
Once or twice
Three or four times
Five or six times
Seven times or more
2005
4
23
29
22
22
2006
4
25
27
23
21
2007
5
26
35
18
16
2008
7
24
33
18
18
Access – opening hours
• 79% of patients were satisfied with the current surgery hours
• Additional hours suggested (with no of pt responses) were:
weekends (176), evenings (135), mornings (33) & lunchtimes (12
60
40
20
0
very poor
poor
fair
good
very good excellent
2005
0
1
14
37
36
12
2006
0
2
12
32
37
17
2007
1
2
17
36
33
12
2008
0
2
19
39
28
12
Access - availability of particular GP
•
•
•
•
•
1 in 3 same day
1 in 10 by next working day
1 in 5 within 2 working days
40% marked satisfaction as either good, very good or excellent
Highest satisfaction response category was “fair”
40
30
20
10
0
very poor
poor
fair
good
very good excellent
2005
1
10
23
25
18
13
2006
1
12
32
18
21
17
2007
3
13
25
20
18
11
2008
5
17
26
17
12
11
Access – availability of any GP
•
•
•
•
1 in 2 same day
1 in 6 by next working day
1 in 8 in two working days
75% of patients marked their satisfaction as good, very good or
excellent
40
30
20
10
0
very poor
poor
fair
good
very good excellent
2005
1
3
14
24
22
28
2006
1
5
15
20
30
29
2007
0
7
19
19
24
26
2008
3
6
16
23
26
25
Access - seeing a GP urgently
• 93% said yes
• 29% had never requested an urgent appointment
Urgent availability
No of pts
Yes
256
No
20
Don’t know / never needed to
111
Access – waiting times in practice
0-5 mins
6-10 mins
11-20 mins
21-30 mins
>30 mins
• 53% satisfied with waiting times (good or better)
• Majority marked satisfaction as “fair”
• 11% dissatisfied
Access - phoning the practice
• 84% rated satisfaction with phoning the practice
positively
40
30
20
10
0
very poor
poor
fair
good
very good excellent
2005
0
1
10
32
31
21
2006
1
1
9
28
33
25
2007
2
1
12
27
36
20
2008
0
4
12
35
30
19
Access - phoning doctor for advice
• 46% had never tried phoning the doctor for advice
• Of those who had, 75% rated their satisfaction positively
60
40
20
0
very
poor
poor
fair
good
very
good
excellen
t
never
tried
2005
1
3
8
17
11
8
52
2006
1
2
7
19
15
8
48
2007
2
3
9
21
17
4
44
2008
4
8
12
35
25
16
46
Continuity – seeing a usual doctor
• 69% of patients saw their usual doctor most of the time
• 29% almost never or never saw their usual GP
• 74% of patients rated their satisfaction positively
40
30
20
10
0
very poor
poor
fair
good
very good excellent
2005
1
3
16
27
30
23
2006
1
2
15
26
34
22
2007
2
6
13
33
27
18
2008
2
5
19
30
25
19
qu
es
t io
n
lis in
te g
ni
ng
a
in t
vo ea
lv se
ex em
pl
an e nt
at
io
n
t
pa im
t ie e
pt
nc
un
de ca e
rs rin
ta g
nd
pt p
in
t
ke co g
ep p
he ing
al
th
y
GPs – consultation & enablement
90
80
70
60
50
40
30
20
10
0
2005
2006
2007
2008
benchmark
Overview of Practice results
Satisfaction with…………..
2006
2007
2008
2007
Benchmark
Receptionists
89
86
84
77
opening hours
71
67
65
67
availability of particular doctor
59
56
51
60
availability of any doctor/nurse
71
69
68
69
waiting times in practice to see doctor/nurse
58
56
61
57
phoning though to practice
74
71
70
59
phoning through to doctor/nurse for advice
66
61
63
61
continuity of care
71
67
71
69
Doctor/nurse’s questioning
81
81
83
81
how well doctor/nurse listens
84
84
84
84
how well doctor/nurse puts patient at ease
84
82
84
84
how much doctor/nurse involves patient
83
80
83
81
Doctor/nurse’s explanations
83
82
84
83
time doctor/nurse spends
80
76
80
80
Doctor/nurse’s patience
84
81
84
84
Doctor/nurse’s caring and concern
83
81
83
84
understanding problem after seeing doctor/nurse
69
68
66
69
ability to cope w problem after seeing doc/nurse
66
61
65
66
ability to keep healthy after seeing doctor/nurse
63
57
62
62
Patient Comments
•41% of patients surveyed made comments
•In total 443 separate comments were made:
54% positive things about healthcare
34% suggestions for improvement
Suggestions for Improvements
1) I think we should all be asked to pay £5 for every visit we have with a doctor
2) This is impossible I know, but longer appointments would be good.
3) Better feedback on blood test results, more involvement from doctors. Probably weekend surgery will be helpful for those unable to get off from work.
4) More flexible opening hours.
5) Preventive care, e.g cholesterol and other checks as routine, not needing to ask for
them
6) Email link: for example to send repeat prescription
7) Opening hours to be more convenient for those in full time employment
8) The waiting time for emergency GP should be improved.
9) I don't really like my name being displayed but I can't think of any other way of
alerting me other than a personal buzzer system. As in the Whittington hospital
outpatients pharmacy.
10) The amount of time waiting to be seen
11) Internet appointment booking system would be helpful to many
12) An indication of waiting time would help
13) A regular family planning clinic and women’s health clinic would be useful.
More Suggestions for Improvement
1) A water drinking fountain would be great
2) Whenever you have to give a urine sample, you have to give it openly to the receptionists, This is
A) Not very private and B) Unhygienic - the receptionists handle the pots then other things.
3) There is no soap in the ladies (never has been)
4) Keep listening to your patients and thinking of ways to improve - particularly on time it takes to see
a doctor
5) A more positive attitude towards alternative therapies would be appreciated.
6) My GP must give me blood counting strip to monitor my blood count & blood pressure rather
coming to book for the nurse.
7) There's a sign saying: no mobile phones. And yet mobile phones are frequently used in the waiting
room. Either the sign should go, or people - when using mobile phones should be asked not to do
so.
8) The fish tank is to small for the fish, they look sad
9) It would also be good to have ante natal/post natal groups like the practice in Crouch End (middle
lane) where mums get to meet up regularly & support each other.
10) It would be nice to have more books/toys/games for children (there are some that can be fixed to
the floor to prevent stealing!)
11) It is vital that appointment times are kept, as parking is next to impossible.
12) Self check-in is in wrong place people just walk by it.
13) Loos a bit grim, discreet place for breast feeding would be good, and water made available and
better baby changing facilities
Positive comments
“For the past 25 years my family and I have been attending this Health Centre and have always been
treated with the utmost respect and efficiency. Brilliant staff too”
“Excellent Health Centre-run efficiently - great doctors & reception. Credit to their profession”
“I really like that you are able to call in the morning and book a same day appointment”
“I think the ability to get an appointment is very good and the level of service by the receptionists is
excellent”
“I’m particularly inspired by the concern of the nursing care.”
“Text messages to remind of appointments!”
“The new caller waiting/queueing system is very good as is self check in”
“1) Near my home 2) Receptionists-Doctors-Nurses EXCELLENT 3) This medical centre is clean - well
managed properly lit - homely atmosphere”
“Able to see the same doctor on a regular basis and build a "health related" relationship, not having to
explain personal circumstances to a variety of different doctors builds my confidence on my own
doctor.”
“This is a really great practice & we ar lucky to be on the books. The receptionists are exceptional.”
“If there was a better surgery I would be very surprised. All the guys here do a great job.”
Corker comments
“Should improve my diet - eating too much
cakes and butter”
“Most NHS practitioners - doctors nurses etc
work under stress. This can only be
improved by government policy and less
management, more time for patients, and I
don’t work in the NHS”
“I think we should all be asked to pay £5 for
every visit we have with a doctor”
Action Plan
Patient Information & Awareness
Action Plan
Premises & Equipment
Action Plan
New / Altered Services
Systems & Organisation
Action Plan
Systems & Organisation continued…
THE END....