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Marisco Medical Practice Annual Patient
Questionnaire 2012
At your most recent visit to the Practice how do you rate the way you were looked after by the GPs and staff?
198
116
22 5
39
157
110
16 4 1
92 85
64
13 4
214
155
123
34
9 3
56
96 93
25
5 4
157
Excellent Good Average Poor Very Poor Service Not Used
GP
Nurse Practitioner/Nurse
Health Care Assistant
Receptionist
Dispensary
Excellent 51%
Good 38%
Average 8%
Poor 2% Very Poor
1%
How easy is it for you to contact the Practice by telephone?
70
128
105
40
20 17
53
74
40
21 14
178
Excellent Good Average Poor Very Poor Service Not Used
Routine Urgent
Excellent 22%
Good 36%
Average 25%
Poor 11%
Very Poor 6%
0%
How do you find the current opening hours of the Practice?
91
227
49
5 1 7
Excellent Good Average Poor Very Poor Service Not Used
Opening Hours
Excellent 25%
Good 61%
Average 13%
Poor 1% Very Poor
0%
How easy is it to get an appointment in advance with the following healthcare professionals?
55
108
72 74
29 42 41
121
67
38
12
101
50
119
54
31
7
119
36
68
44
24
5
203
Excellent Good Average Poor Very Poor Service Not Used
GP Nurse Practitioner
Practice Nurse Health Care Assistant
Excellent 17%
Good 39%
Average 23%
Poor 16%
Very Poor 5%
0%
How easy is it to get an appointment within 24 hours, with the following healthcare professionals?
70
122
76
51
16
45 41
91 77
42
8
121
42
88
72
35
5
138
33
57 44
27
3
216
Excellent Good Average Poor Very Poor Service Not Used
GP Nurse Practitioner
Practice Nurse Health Care Assistant
Excellent 19%
Good 36%
Average 27%
Poor 15%
Very Poor 3%
Our extended opening hours are offered every Thursday evening by GPs and Nurses from 6:30pm to 7:40pm.
Are you aware of this?
24
212
144
Not Answered Yes No
How would you rate the waiting time you have experienced once you have checked in for your
appointment with the following healthcare professionals?
71
206
63
12 2
26
58
170
55
8 1
88
58
163
48
6 1
104
37
112
38
5
188
Excellent Good Average Poor Very Poor Service Not Used
GP Nurse Practitioner
Practice Nurse Health Care Assistant
Excellent 20%
Good 59%
Average 18%
Poor 3%
Very Poor 0%
How easy is it to be able to make an appointment with your preferred Doctor or Nurse Practitioner?
Very Easy 12%
Easy 30%
Average 35%
Poor 15%
Very Poor 8%
0%
43
101
116
58
33 29
34
85
100
33
16
112
Very Easy Easy Average Poor Very Poor Service Not Used
Doctor
Are you aware of the following services provided at the Surgery?
293
175
114 134 131
148 141 157
134 126 111 109
How would you like us to inform you of the facilities we offer and/or any important changes to our services?
85
168
156
61
44
25
102
2
Marisco Website Practice Leaflet Newsletter Local Newspaper Email SMS Messaging TV/Information Screens in the
Practice
Any Other
Preferred Site
59
153
168
Both Mablethorpe Sutton On Sea
How do you rate the facilities provided by the Practice?
Excellent 51% Good
40%
Average 7%
Poor 2%
Very Poor 0%
0% 150
111
41
29
4
45
188
146
17
2
27
188
147
20
2
23
190
150
12
28
Excellent Good Average Poor Very Poor Service Not Used
Car Park Access to Surgery
The following charts illustrate general information about the range of people who have responded to this survey.
No one at the practice will be able to identify your personal responses.
22 17
33 31
61
185
31
14 - 25 26 - 35 36 - 45 46 - 55 56 - 65 Over 66 No Answer
Typical Age Range
146
26
208
Male No Answer Female
Summary of comments from Marisco Medical Practice Annual Patient Questionnaire 2012
Negatives • Nurses too busy – 7 day wait for appointment • Impossible to get through on the telephone in the morning • Hopeless trying to ring in the morning • Unable to get appointment with chosen practitioner • Receptionists do not seem to know what is happening – eg who is in the building • Sent to wrong location for appointment • Unable to get pre-booked appointment • Working – not able to pre-book • Never any appointments available after 9am • Bad experience • Duty doctors should be at both sites. • Not being able to see the same doctor when suffering a long term illness • Far too much information on the telephone prior to speaking to receptionist. • Appointment booking system is poor.
Summary of comments from Marisco Medical Practice Annual Patient Questionnaire 2012
Positives I cannot think of ways to improve this practice
• I receive a very good service all the time
• Very good all round.
• In general the practice offers excellent services.
• Used as little as possible – when needed excellent service
• Generally satisfied with the surgery and service
• I feel this is an excellent practice
• Extremely thankful to live in the area and participate in such facilities. I
owe my life to this practice. Many thanks
• Excellent service
• Greatly satisfied with service I received.
Summary of comments from Marisco Medical Practice Annual Patient Questionnaire 2012
Facilities
• Not enough disability parking
• Car parks disgrace in bad weather
• Out of hours service is poor
• Waiting room unfriendly
• Automatic doors at Sutton are bad – inner door is heavy and not
automatic
• More info required on services
• Minor injuries should be dealt with.
• Charge patients for non attendance.
As a direct result of the survey the Practice held a meeting with the Patient Participation Group to discuss its findings & to try to
develop ideas & ways of moving forward. The following pages show the main areas that the group felt
needed updating /changing.
Q2. How easy is it for you to contact the Practice by
telephone?
The results of Q2 were not as had been hoped, the group discussed
• Reviewing the length of the message when contacting the surgery by telephone.
• Possibility of more people answering calls at 8:30am.
& commented on the fact that once through all appointments are already filled. Q6. Are you aware of
extended open hours?
The group agreed the extended opening times should be advertised on the practice screens, newsletters & the practice website.
Q9/10. Informing people of the services available
within the practice
The group discussed a variety of ways to improve communication
between the practice and our patients. Some of the points discussed
are highlighted below:
• Via newsletter
• Messages on phones
• Screens
• GP’s to speak at local groups
• Ensuring sufficient information is available at flu clinics
• Asking voluntary organisations to promote the surgery
• Advertising the Patient Information Area
• More signs in the practice
Q9/10. Informing people of the services available
within the practice
• People believe only “Heelers” & those associated with “Heelers” are
able to use the information area.
• Perhaps create a screen entitled “know your practice”
• Possibly do a campaign advertising Flu Clinics within the local
supermarket
• Ensure patients are aware of how to obtain test results
• Patient Participation Group to promote practice holding regular
forums
• More Nurse appointments available for “on the day booking”
• Open surgery each day for one or two Dr’s on a “sit & wait” basis
• Case studies put onto website
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