Crofton & Sharlston Medical Practice Questionnaire Results 2013/14 Presentation of 2013/14 Patient Questionnaire Results Patient Participation Group Wednesday

Crofton & Sharlston Medical PracticeQuestionnaire Results 2013/14

Presentation of 2013/14 Patient Questionnaire Results

Patient Participation Group

Wednesday 12th March 2014


Recap of 2012/13 action planSurvey results 2013/14

Overview resultLowest performing scores Suggested action plan for discussion

Summary

Crofton & Sharlston Medical PracticeRecap of 2012 / 2013 “You said …… We did”

Refer to hand out

Crofton and Sharlston Medical Practice overall feedback results for 2013/2014

85% of patients feedback was good, very good or excellent

Questionnaire Results 2013/14Q2. Ease of contacting the practice by telephone

Rated poor in 2012/2013

Rated poor in 2013 /2014

Comments made by patients

37 36 o Don’t like being in a queue at 8.00amo Need a better phone systemo Change the 084 numbero Local number is always engagedo Can be quicker walking round to the surgery to get an appt

SUGGESTED ACTION Look at changing telephone system, moving away from 084 number but retaining some of positive features

Questionnaire Results 2013/14Q4. Chances of seeing a GP within 48 hours




17 11 o Need more evening appointments

o Need more book in advance appointments

SUGGESTED ACTIONDespite implementing the training identified last year an re-jigging / adding appointments, 4% say still a problem.

We plan to review our appointment slots again to see if any we unused and if so, why – eg could it be time offered or other reason?

Questionnaire Results 2013/14Q5. Chances of seeing a GP of your choice




27 21 o Could not see GP wanted to seeo Seeing the same GP helps continuity of careo Difficult seeing your regular GP if you have ongoing problems

SUGGESTED ACTIONDespite implementing actions from last year 8% say still an issue. Main reason for this is having 2 sites both open at same time using same GP resource. Can PPG think of a solution or do we accept there isn’t anything we can do?Number is lower this year, so reduced

Questionnaire Results 2013/14Q6. Able to speak to a GP / Nurse on the telephone




26 19 o Want to be able to talk to a GP or Nurse for advice over the telephone

SUGGESTED ACTIONDisappointing as this service is available but 7% still unaware!

Continue to promote this via website, monthly village magazines and encourage receptionists to offer more where appropriate

Questionnaire Results 2013/14Q8. Length of time waiting to see a GP in the Practice




17 12 o Sometimes waiting long periods of time for booked appointment

SUGGESTED ACTION

4.5% felt the time period is too long

Difficult to address as some patients do take longer than the allocated 10 minutes

All clinicians to be made aware this was mentioned again

Questionnaire Results 2013/14Q27. Reminder systems of on going health checks




10 10 o Offer more preventative screening such as well woman and bowel cancer checkso Need to be more pro active and not just treatment afterwards

SUGGESTED ACTIONS4% raised this again. Comments made seem to refer to more proactive checks rather that treating after the event.This is something the practice can discuss at a future meeting to see if practical and resources available

Questionnaire Results 2013/14Other negative feedback

Appointments More pre book able appointments please Want more outside work appointment times Open Saturdays The local number is always engaged

General Get rid of the touch screen – bad for germs Don’t ask why we want an appt – just give them Explain procedures better regarding timescales, test result and collecting certificates – all say the same thing! Patient registration didn’t work and caused problems


Appointments

More pre book able appointments please Want more outside work appointment times Open Saturdays The local number is always engaged

General Get rid of the touch screen – bad for germs Don’t ask why we want an appt – just give them Explain procedures better regarding timescales, test result and collecting certificates – all say the same thing! Patient registration didn’t work and caused problems


Sharlston Surgery

Be open during work time to allow prescriptions being collected Be open everyday and all day Replace the dying plants

Clinicians The GP was a bit abrupt today! Doctor spoke down their nose at me Need to listen a bit more to what people say The nurse refused to tell me my BP reading I feel the practice is run for doctors first and patient second

Questionnaire Results 2013/14…… and comments on a positive note

Wouldn’t change anything – thank you Carry on doing what you’re doing, brilliant Very hard working staff It is a very friendly practice, professional but not

too stuffy! I feel the practice works to a higher level that could

be expected and I feel very lucky for my family and myself, that we have access to Crofton Surgery

Very happy with the overall services I have no comments which could possibly improve

the excellence of this practice Very friendly and happy

Questionnaire Results 2013/14…… and comments on a positive note

We are very lucky to have a practice so good Keep up the excellent work, you provide a super

service I see an excellent doctor, who is very caring. The nurses I see are excellent Cannot fault doctors, nurses or staff Nothing sort of excellent Very happy with my consultation


SummaryProduce an action plan based on results

and practice / PPG commentsShare the information with GPs, staff and

patientsCopy of action plan to NHS EnglandCopy of action plan to go on website

www.croftonandsharlston.co.uk Implement the action plan

Documents

Crofton & Sharlston Medical Practice Questionnaire Results 2013/14 Presentation of 2013/14 Patient Questionnaire Results Patient Participation Group Wednesday