Healthwatch Sefton Ainsdale Medical Centre Experience Report (July 2013)

Experience Report Ainsdale Medical Centre.

Compiled by Healthwatch Sefton

Approved: July 2013

Healthwatch Sefton. Company Ltd. by Guarantee Reg. No: 8453782

Healthwatch Sefton Registered Office: Sefton Council for Voluntary Service (CVS) 3rd Floor, Suite 3B, North Wing, Burlington House, Crosby Road North, Waterloo, L22 0LG

Tel: (0151) 920 0726 ext 240 www.healthwatchsefton.co.uk [email protected]

Healthwatch Sefton Ltd.

Company Ltd. by Guarantee Reg. No: 8453782 Healthwatch Sefton Registered Office: Sefton Council for Voluntary Service (CVS)

3rd Floor, Suite 3B, North Wing, Burlington House,Crosby Road North, Waterloo, L22 0LG Tel: (0151) 920 0726 ext 240

www.healthwatchsefton.co.uk [email protected]

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Healthwatch Sefton Sefton CVS 3rd Floor, Suite 3B North Wing, Burlington House, Crosby Road North, Waterloo L22 0LG Tel:(0151) 920 0726 ext 240 [email protected] www.healthwatchsefton.co.uk

16th May 2013

Dear Paul,

Re: Experience report from Healthwatch Sefton – Ainsdale Medical Centre.

Please find enclosed the report produced by Healthwatch Sefton which shares comments we have received about your service. 25 patient experiences were collected via a promotional stand in the waiting room of the surgery on 28/02/13 and we also received a comment through our Community Champion box at Birkdale Library. The comments were entered onto our database and have been broken down using the Care Quality Committee themes, so one experience shared with us may tell us about a number of issues. There were more positive comments (53) received than negative comments (23). You may also notice that some comments have a ‘patient rated service’ score. On the patient experience form patients are given the option to rate the service on a scale of 1 to 5.

Healthwatch Sefton has set up a Community Champion network which reflects the 8 locality areas as set up by the Clinical Commissioning Group across both Southport and Formby and South Sefton. Within each locality, Community Centres, local Libraries, Children Centre’s and other organisations have signed up as Community Champion organisations. Each centre hosts a Healthwatch Sefton Patient Experience Box and promotes the work of Healthwatch and encourages local people to share both their positive and negative experiences. We welcome the practice managers response to the trends which are shown within this report within 20 working days of the report being received. On receipt of the response, the report will be shared with the Clinical Commissioning Group via its Quality Committee and other agencies. We have attached in the Appendix a copy of the draft reporting structure and a copy of the Patient Experience form that was used. Kind Regards The Healthwatch Sefton Team





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In terms of overall trends we received comments around five main areas as listed below. We received more positive comments than negative comments on all themes apart from Service Accessibility, which was mainly about the ability to obtain an appointment.

TREND Positive Negative TOTAL TOTALComments Comments %

Attitude of Staff 16 2 18 24Communication 2 0 2 3Diagnosis 3 0 3 4Service Accessibility 10 19 29 38Treatment 16 0 16 21

Other 0 0 0 0

Positive Comments 53Negative Comments 23

Total Comments 76

Top Overall TrendsSection 1

0

5

10

15

20

25

30

35

Negative Comments

Positive Comments





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16 positive experiences were received about attitude of staff and 16 about general treatment. 19 negative experiences were shared about service accessibility.

Top Positive Issues

Top Negative Issues

02468

1012141618

Positive Comments

02468

101214161820

Negative Comments





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Top Trends Attitude of Staff We received 18 comments relating to the attitude of staff which are broken down below:

TREND Positive Negative TOTALComments Comments

Non-Clinical 2 2 4Clinical 5 0 5Unspecified 9 0 9

Positive Comments 16 0.888888889 89 %Negative Comments 2 0.111111111 11 %

Total Comments 18

TrendAttitude of Staff

22%

28%

50%

Non-Clinical

Clinical

Unspecified

89%

11%

Ratio of Positive to Negative Comments

Positive Comments

Negative Comments





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Attitude of staff 2 positive experiences were received about the attitude of non - Clinical Staff:

Record No: 2104

Date: 28/02/2013

Source: Patient Experience Stand - Ainsdale Medical Centre

Issue Identified: .Attitude of Staff, Non-Clinical, General Complaint/Compliment (Positive)

Patient Rated service: 2/5 Content:

I have always had a positive response from both the reception team and doctors. I wish the telephone number would go back to using '01704' so I wouldn't get charged when using my mobile. Record No: 2152 Date: 28/02/2013


Issue Identified: .Attitude of Staff, Non-Clinical, General Complaint/Compliment (Positive)

Patient rated service: 5/5 Content: The only negative I have to say is that it is sometimes difficult to get an appointment because if you don't get through immediately at 8.30 you miss out. However, all the staff on reception are excellent and helpful. The doctors are excellent. This is the best surgery in Southport judging by peoples reactions about other surgeries that I know. 2 negative experiences were received about the attitude of non - Clinical Staff: Record No: 2399

Date: 01/03/2013

Source: Birkdale Library Community Box,

Issue Identified:Attitude, Non-Clinical, General Complaint/Compliment (Negative)

Patient rated service: 2/5 Content: My family access this practice regularly and find contacting them sometimes very difficult, as a number of the reception staff seem to have a very negative attitude problem and don't treat patients either with respect or politely. When dealing with people that are vulnerable, we feel this type of treatment can create many problems for the patient.





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Record No: 2099

Date: 28/02/2013

Source: Patient Experience Stand - Ainsdale Medical Centre,

Issue Identified:.Attitude of Staff, Non-Clinical, General Complaint/Compliment (Negative)

Patient rated service: 2/5 Content: Sometimes you feel you have to get through the receptionists to get to the doctor. Sometimes hard to get to see the doctor I want to see. One time I booked 3 weeks in advance and ended up seeing somebody else. Got referred through to the hospital quicker with this doctor though. 5 positive experiences were received about the attitude of Clinical Staff:

Record No: 2101

Date: 28/02/2013


Issue Identified:.Attitude of Staff, Clinical, General Complaint/Compliment (Positive)

Patient rated service: 5/5 Content: Always very helpful when making appointments and all Drs I have seen have been thorough and given 100% care and attention. Record No: 2144

Date: 28/02/2013



Content: An appointment was found promptly , the telephone was answered on the first attempt. The nurse was very courteous and informative. I have never had a problem with this surgery, everyone is always pleasant and willing to help.

Record No: 2138

Date: 28/02/2013



Patient rated service: 4/5 Content: Doctors and nurses and staff very good, pleasant and friendly. Appointment system leaves much to be desired. 80 year old husband should not have to come down at 8am to get an appointment that day as difficult to get one by phone and also to book appointment. It's 3 weeks waiting list and can't be made for longer.





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Record No: 2105

Date: 28/02/2013


Issue Identified:. Attitude of Staff, Clinical, General Complaint/Compliment (Positive)

Content: I have always had a positive response from both the reception team and doctors. I wish the telephone number would go back to using '01704' so I wouldn't get charged when using my mobile. Record No: 2153

Date: 28/02/2013


Issue Identified: .Attitude of Staff, Clinical, General Complaint/Compliment (Positive)

Patient rated service: 5/5 Content: The only negative I have to say is that it is sometimes difficult to get an appointment because if you don't get through immediately at 8.30 you miss out. However, all the staff on reception are excellent and helpful. The doctors are excellent. This is the best surgery in Southport judging by peoples reactions about other surgeries that I know. 9 positive experiences were shared with us relating to the positive attitude of staff which did not specify whether the staff member was clinical or non-clinical: Record No: 2147

Date: 28/02/2013

Source: Patient Experience Stand - Ainsdale Medical Centre, Ainsdale Medical Centre

Issue Identified: .Attitude of Staff, Unspecified, General Complaint/Compliment (Positive)

Content: Communication good. Staff positive and helpful. Appointment system I feel is too rigid. Having to phone at 12:00 for an afternoon appointment is a nuisance. Should be able to book appointments freely.





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Record No: 2139

Date: 28/02/2013



Patient rated service: 4/5 Content: Doctors and nurses and staff very good, pleasant and friendly. Appointment system leaves much to be desired. 80 year old husband should not have to come down at 8am to get an appointment that day as difficult to get one by phone and also to book appointment. It's 3 weeks waiting list and can't be made for longer. Record No: 2128

Date: 28/02/2013



Patient rated service: 5/5 Content: Great experience. Been here for 20 odd years with the same doctor. Staff couldn't be more helpful.

Record No: 2160

Date: 28/02/2013



Patient rated service: 4/5 Content: I find them very good in all aspects Record No: 2108

Date: 28/02/2013



Patient rated service: 3/5 Content: I haven't yet been called for my appointment but it it usually relatively on time, staff are friendly and helpful and the doctors are usually accurate with diagnosis. Although making appointments could be easier because I am often told to call back the next day.





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Record No: 2119

Date: 28/02/2013



Patient rated service: 5/5 Content: No problems. Appointment system ok. Find staff friendly.

Record No: 2122

Date: 28/02/2013



Patient rated service: 4/5 Content: No problems. Staff polite and helpful.

Record No: 2186

Date: 28/02/2013



Content: Services here are excellent. Staff competent. Hygiene excellent. Only drawback is having to be at doctors for 8.30am prompt or I never seem to get an appointment.

Record No: 2113

Date: 28/02/2013



Content: Staff are always polite and friendly and very accomodating when contacted to arrange an appointment. I have 2 children and if I have needed an appointment at short notice, this has never been a problem. I feel this surgery is very well organised, clean and would definitely recommend.





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Communication/Information We received 2 comments relating to Communication/Information:


Accessibility 0 0 0Administration 2 0 2Carer Information 0 0 0User Information 0 0 0


Total Comments 2

Section 2Communication/Information

0%

100%

0%0%

Accessibility

Administration

Carer Information

User Information

100%

0%


Positive Comments

Negative Comments





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Communication/Information 2 positive experiences were received about Communication/Information in relation to Administration:

Record No: 2394

Date: 28/02/2013


Issue Identified: .Communication/Information, Administration, Provider Communication (Positive)

Content: Appointments have been good for me. Service has been excellent and caring. Hygiene - excellent Diagnosis and communication - clear. I live local so transport good.

Record No: 2148

Date: 28/02/2013


Issue Identified: .Communication/Information, Administration, Provider Communication (Positive)






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Admission/Referral 1 0 1Obtaining Appointment 8 18 26Registration 0 0 0Wait at Appointment 1 1 2Waiting for Appointment 0 0 0


Total Comments 29

Service AccessibilitySection 2

3%

90%

0%7%

0%

Admission/Referral

Obtaining Appointment

Registration

Wait at Appointment

Waiting for Appointment

34%

66%


Positive Comments

Negative Comments

Service Accessibility We received 29 comments relating to the service accessibility which are broken down below:





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Our of Hours 0 1 1Process 7 11 18Telephone 1 6 7


Total Comments 26

Section 2Obtaining Appointment

4%

69%

27%Our of Hours

Process

Telephone

31%

69%


Positive Comments

Negative Comments

In terms of obtaining an appointment we received 26 comments. They are broken down below:





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Service Accessibility 1 positive experience was shared with us in relation to Admission/Referral:

Record No: 2098

Date: 28/02/2013


Issue Identified: .Service Accessibility/Waiting Time, Admission/Referral, N/A (Positive)

Patient rated service: 2/5 Content: Sometimes you feel you have to get through the receptionists to get to the doctor. Sometimes hard to get to see the doctor I want to see. One time I booked 3 weeks in advance and ended up seeing somebody else. Got referred through to the hospital quicker with this doctor though. 8 positive experiences were shared with us relating to Obtaining an appointment:

Record No: 2102

Date: 28/02/2013


Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Patient rated service:5/5

Content: Always very helpful when making appointments and all Drs I have seen have been thorough and given 100% care and attention. Record No: 2142

Date: 28/02/2013


Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive)

Content: An appointment was found promptly , the telephone was answered on the first attempt. The nurse was very courteous and informative. I have never had a problem with this surgery, everyone is always pleasant and willing to help.





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Record No: 2396

Date: 28/02/2013



Content: Appointments have been good for me. Service has been excellent and caring. Hygiene - excellent Diagnosis and communication - clear. I live local so transport good. Record No: 2127

Date: 28/02/2013



Patient rated service:5/5 Content: Easy to obtain appointment. Comfortable waiting facilities. Thorough investigation by doctor. Record No: 2120

Date: 28/02/2013



Patient rated service: 5/5 Content: No problems. Appointment system ok. Find staff friendly. Record No: 2114

Date: 28/02/2013








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Record No: 2117

Date: 28/02/2013



Patient rated service: 4/5 Content: Very good, easy to make appointment on day but would be better if appointments could be made a day before instead or ringing in morning of same day. Record No: 2143

Date: 28/02/2013


Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Positive)

Content: An appointment was found promptly , the telephone was answered on the first attempt. The nurse was very courteous and informative. I have never had a problem with this surgery, everyone is always pleasant and willing to help. Obtaining an Appointment 18 negative comments were shared with us relating to Obtaining an appointment:

Record No: 2094

Date: 28/02/2013


Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Out of Hours (Negative)

Content: The surgery HAS always been very good. The only disappointment is the appointments that are ring on the day only. Evening appointments would also be good! Record No: 2097

Date: 28/02/2013


Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Process (Negative)

Content: Appointment times always over-running, 40 minutes on two occasions last year. Pre-booking system isn't ideal. But general service is good.





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Record No: 2149

Date: 28/02/2013



Content: Communication good. Staff positive and helpful. Appointment system I feel is too rigid. Having to phone at 12:00 for an afternoon appointment is a nuisance. Should be able to book appointments freely. Record No: 2140

Date: 28/02/2013




Record No: 2111

Date: 28/02/2013



Patient rated service: 3/5 Content: I haven't yet been called for my appointment but it it usually relatively on time, staff are friendly and helpful and the doctors are usually accurate with diagnosis. Although making appointments could be easier because I am often told to call back the next day. Record No: 2146

Date: 28/02/2013



Patient rated service: 4/5 Content: I would like to be able to make appointments in advance.





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Record No: 2400

Date: 01/03/2013

Source: Birkdale Library Community Box,


Patient rated service: 2/5 Content: My family access this practice regularly and find contacting them sometimes very difficult, as a number of the reception staff seem to have a very negative attitude problem and don't treat patients either with respect or politely. When dealing with people that are vulnerable, we feel this type of treatment can create many problems for the patient. Record No: 2189

Date: 28/02/2013



Content: Services here are excellent. Staff competent. Hygiene excellent. Only drawback is having to be at doctors for 8.30am prompt or I never seem to get an appointment. Record No: 2100

Date: 28/02/2013



Patient rated service: 2/5 Content: Sometimes you feel you have to get through the receptionists to get to the doctor. Sometimes hard to get to see the doctor I want to see. One time I booked 3 weeks in advance and ended up seeing somebody else. Got referred through to the hospital quicker with this doctor though. Record No: 2155

Date: 28/02/2013


Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Process (Negative) Patient rated service: 5/5

Content: The only negative I have to say is that it is sometimes difficult to get an appointment because if you don't get through immediately at 8.30 you miss out. However, all the staff on reception are excellent and helpful. The doctors are excellent. This is the best surgery in Southport judging by peoples reactions about other surgeries that I know.





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Record No: 2092

Date: 28/02/2013



Content: The surgery HAS always been very good. The only disappointment is the appointments that are ring on the day only. Evening appointments would also be good!

Record No: 2118

Date: 28/02/2013



Patient rated service: 4/5 Content: Very good, easy to make appointment on day but would be better if appointments could be made a day before instead or ringing in morning of same day. Record No: 2150

Date: 28/02/2013


Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Negative)


Record No: 2141

Date: 28/02/2013


Issue Identified: Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Negative)






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Record No: 2107

Date: 28/02/2013

Source: Patient Experience Stand - Ainsdale Medical Centre, Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Negative) Patient rated service: 5/5

Content:I have always had a positive response from both the reception team and doctors. I wish the telephone number would go back to using '01704' so I wouldn't get charged when using my mobile. Record No: 2112

Date: 28/02/2013


Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Negative) Patient rated service: 3/5

Content: I haven't yet been called for my appointment but it it usually relatively on time, staff are friendly and helpful and the doctors are usually accurate with diagnosis. Although making appointments could be easier because I am often told to call back the next day.

Record No: 2156

Date: 28/02/2013



Patient rated service: 5/5 Content: The only negative I have to say is that it is sometimes difficult to get an appointment because if you don't get through immediately at 8.30 you miss out. However, all the staff on reception are excellent and helpful. The doctors are excellent. This is the best surgery in Southport judging by peoples reactions about other surgeries that I know.

Record No: 2093

Date: 28/02/2013








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Wait at an Appointment

1 negative comment was shared with us relating to Wait at Appointment: Record No: 2096 Date: 28/02/2013


Issue Identified: .Service Accessibility/Waiting Time, Wait at Appointment,N/A (Negative)

Content: Appointment times always over-running, 40 minutes on two occasions last year. Pre-booking system isn't ideal. But general service is good. 1 positive comment was shared with us relating to Wait at Appointment:

Record No: 2110

Date: 28/02/2013


Issue Identified: .Service Accessibility/Waiting Time, Wait at Appointment,N/A (Positive)

Patient rated service: 3/5 Content: I haven't yet been called for my appointment but it it usually relatively on time, staff are friendly and helpful and the doctors are usually accurate with diagnosis. Although making appointments could be easier because I am often told to call back the next day.





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Received 0 0 0General Comment 16 0 16Not Received 0 0 0Preference 0 0 0


Total Comments 16

Section 2Treatment

0%

100%

0%0%

Received

General Comment

Not Received

Preference

100%

0%


Positive Comments

Negative Comments

Treatment We received 16 comments relating treatment, which are broken down below:





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Treatment

Record No: 2151

Date: 28/02/2013


Issue Identified: .Treatment, General Complaint/Compliment, N/A (Positive)

Patient rated service: 5/5 Content: All services which I have experienced are satisfactory.

Record No: 2103

Date: 28/02/2013



Patient rated experience: 5/5 Content: Always very helpful when making appointments and all Drs I have seen have been thorough and given 100% care and attention. Record No: 2145

Date: 28/02/2013



Content: An appointment was found promptly , the telephone was answered on the first attempt. The nurse was very courteous and informative. I have never had a problem with this surgery, everyone is always pleasant and willing to help. Record No: 2095

Date: 28/02/2013



Content: Appointment times always over-running, 40 minutes on two occasions last year. Pre-booking system isn't ideal. But general service is good.





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Record No: 2397

Date: 28/02/2013




Record No: 2135

Date: 28/02/2013



Content: GP great service.

Record No: 2129

Date: 28/02/2013



Patient rated service: 5/5 Content: Great experience. Been here for 20 odd years with the same doctor. Staff couldn't be more helpful.

Record No: 2161

Date: 28/02/2013



Patient rated service: 4/5 Content: I find them very good in all aspects Record No: 2159

Date: 28/02/2013



Content: My experience is positive as I regularly visit the surgery for a blood test with the sister here. I very rarely visit the doctor but have been satisfied with my experiences at this surgery.





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Record No: 2121

Date: 28/02/2013



Patient rated experience: 5/5 Content: No problems. Appointment system ok. Find staff friendly. Record No: 2123

Date: 28/02/2013



Patient rated service: 4/5 Content: No problems. Staff polite and helpful. Record No: 2188

Date: 28/02/2013



Content: Services here are excellent. Staff competent. Hygiene excellent. Only drawback is having to be at doctors for 8.30am prompt or I never seem to get an appointment.

Record No: 2115

Date: 28/02/2013




Record No: 2154

Date: 28/02/2013



Patient rated service: 5/5 Content: The only negative I have to say is that it is sometimes difficult to get an appointment because if you don't get through immediately at 8.30 you miss out. However, all the staff on reception are excellent and helpful. The doctors are excellent. This is the best surgery in Southport judging by peoples reactions about other surgeries that I know.





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Record No: 2091

Date: 28/02/2013




Record No: 2157

Date: 28/02/2013



Content: Very happy with surgery, only problem cost of phone call to the surgery number when trying to book appointment.





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Trends Analysis Report Accessibility Comments

Code Issue Application Positive Negative TOTAL 01 Distance Distance travelled to the point of service 1 0 1 02 Equipment Access to equipment 0 0 0 03 Mobility General mobility (access to wheelchairs and equipment) 0 0 0 04 Transport/Parking Access to transport or parking 0 0 0

Attitude of Staff Comments

Code Issue Application Positive Negative TOTAL 05.1 Non-Clinical Attitude of non-clinical staff 2 2 4 05.2 Clinical Attitude of clinical staff 5 0 5 05.3 Unspecified Attitude of unspecified staff 9 0 9

Comfort Comments

Code Issue Application Positive Negative TOTAL 06 Environmental Comfort that applies to all users (layout/furniture or air

conditioning) 2 0 2

07 Personal Comfort that applies to individuals (privacy, relocation, visiting, stimulation)

0 0 0

Communication/Information Comments

Code Issue Application Positive Negative TOTAL 08 Accessibility Accessibility of general communication (language or

sensory) 0 0 0

09 Administration General administration, medical cards/records or telephone

2 0 2

10 Carer Information Communication with relatives or carers 0 0 0 11 User Information Condition information, general enquiry, signposting or

support 0 0 0

Cost Comments

Code Issue Application Positive Negative TOTAL 12 Treatment/Care Costs associated with treatment or care 0 0 0 13 Incidental Costs not associated with treatment or care (transport/parking

or other) 0 2 2

Diagnosis Comments

Code Issue Application Positive Negative TOTAL 14 Received Diagnosis/assessment received (misdiagnosis, result lost,

result pending) 0 0 0

15 General Comment General comment on a diagnosis or assessment 3 0 3 16 Not Received A diagnosis or assessment not received 0 0 0





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Discharge Comments

Code Issue Application Positive Negative TOTAL 17.1 Planning Planning arrangements for discharge 0 0 0 17.2 Timing Timing of discharge 0 0 0 17.3 Care Package Care package provided upon or following discharge 0 0 0 17.4 Preference Preference of discharge manner or care package 0 0 0

Medication Comments

Code Issue Application Positive Negative TOTAL 18 Received Medication received 0 0 0 19 Not Received Medication not received 0 0 0

Nutrition Comments

Code Issue Application Positive Negative TOTAL 20 Received Nutrition received 0 0 0 21 Not Received Nutrition not received 0 0 0

Sanitation Comments

Code Issue Application Positive Negative TOTAL 22 Environmental Sanitation that applies to all users (hygiene, infection or

hazard) 3 0 3

23 Personal Sanitation that applies to the individual user (or staff member) 0 0 0

Security Comments

Code Issue Application Positive Negative TOTAL

24 Control/Conduct Conduct that has an impact on security 0 0 0 25 Data Protection Data protection and confidentiality 0 0 0 26 Personal Property Damage, loss or retrieval of personal property 0 0 0

Service Accessibility Comments

Code Issue Application Positive Negative TOTAL 27 Admission/Referral Admission or referral to a service 1 0 1 28 Obtaining

Appointment Ability to obtain and appointment (process, telephone or out of hours)

8 18 26

29 Registration Ability to register at a community health service (GP, Dentist etc)

0 0 0

30 Wait at Appointment

Length of wait at the point of service 1 1 2

31 Waiting for Appointment

Waiting time for the service appointment 0 0 0

Code Issue Application Positive Negative TOTAL 32 Received Treatment or care received 0 0 0 33 General Comment General comments 16 0 16 34 Not Received Treatment or care not received 0 0 0 35 Preference Preference of the manner of treatment or care 0 0 0





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Accessibility We received 1 comment about accessibility to the surgery:

Record No: 2395

Date: 28/02/2013


Issue Identified: .Accessibility, Distance, N/A (Positive)


Comfort We received 2 positive comments about comfort in the surgery:

Record No: 2125

Date: 28/02/2013


Issue Identified: .Comfort, Environmental, Temperature/Air Conditioning (Positive)

Patient rated service: 5/5 Content: Easy to obtain appointment. Comfortable waiting facilities. Thorough investigation by doctor.

Record No: 2124

Date: 28/02/2013


Issue Identified: .Comfort, Environmental, Layout/Furniture (Positive)






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Cost We received 2 negative comments related to Cost and the surgery:

Record No: 2158

Date: 28/02/2013


Issue Identified: .Cost, Incidental, Other (Negative)

Content: Very happy with surgery, only problem cost of phone call to the surgery number when trying to book appointment.

Record No: 2106

Date: 28/02/2013


Issue Identified: .Cost, Incidental, Other (Negative)

Patient rated service: 5/5 Content: I have always had a positive response from both the reception team and doctors. I wish the telephone number would go back to using '01704' so I wouldn't get charged when using my mobile. Diagnosis We received 3 positive experiences in relation to diagnosis at the surgery:

Record No: 2393

Date: 28/02/2013


Issue Identified: .Diagnosis, General Complaint/Compliment, N/A (Positive)


Record No: 2126

Date: 28/02/2013








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Record No: 2109

Date: 28/02/2013



Patient rated service: 3/5 Content: I haven't yet been called for my appointment but it it usually relatively on time, staff are friendly and helpful and the doctors are usually accurate with diagnosis. Although making appointments could be easier because I am often told to call back the next day. Sanitation We received 3 positive comments about Sanitation in relation to the surgery:

Record No: 2116

Date: 28/02/2013


Issue Identified: .Sanitation, Environmental, Hygiene (Positive)


Record No: 2187

Date: 28/02/2013



Content: Services here are excellent. Staff competent. Hygiene excellent. Only drawback is having to be at doctors for 8.30am prompt or I never seem to get an appointment. Record No: 2398

Date: 28/02/2013








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Summary From this report it is clear that patients are extremely happy with the attitude of the staff that they have contact with at the surgery. The majority of negative comments seem to be about the appointment system, in particular about the process of ringing up at a certain time and there being no appointments available. Also comments have been made about the cost of the phone call to the surgery phone number. We are happy to work with the surgery on these issues if they feel that it is something that we can address together. We look forward to hearing your comments on the experiences shared. You can share your comments back to us at the address below or via our email address [email protected] Healthwatch Sefton Suite 3b. North Wing 3rd Floor Burlington House Crosby Road North Waterloo Liverpool L22 0LG The Healthwatch Sefton Team





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Response from the Practice

The response that we received from Ainsdale Medical Centre can be found on page 37 in the appendices of this report. We have responded to the surgery to thank them for their response and to say that we would like to meet with them to discuss some of the issues that arose from the report.

Acknowledgments

We would like to thank Ainsdale Medical Centre for their support of the work of Healthwatch Sefton, in particular we would like to thank Paul Ashby.





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Appendix 1: Healthwatch Sefton Reporting Structure





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Appendix 2: Healthwatch Experience Form.





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Appendix 3: Service Provider Response Response to Healthwatch Sefton Patient Experience Report Ainsdale Medical Centre 28th February 2013 Summary Overall the Practice is pleased with the feedback provided in the Patient Experience report. This is the first time we have received such a report so we hope that as we continue to work in partnership with Healthwatch Sefton we will be able to identify and interpret trends. It is in the nature of this kind of survey that the sample size is small ( 26 out of 12400 patients) and may not be statistically representative but nevertheless the specific feedback from patients is considered to be extremely valuable. Across the whole report there were more than twice as many positive comments as negative comments which is encouraging. Attitude of Staff. It is especially encouraging that there were eight times as many positive comments in this category than negative ones. However we will continue to work on improving this area. All reception staff members take part in the performance review process which identifies training needs and formulates action plans to address them. Whenever specific negative feedback is received from a patient I personally pass this onto the staff member involved and reflect with that person on how they could have dealt with the situation differently. Service Accessibility. This is the main area of concern for the patients. The appointments system is one of our most difficult challenges and is an area where it is difficult to please everyone. The most common negative comment was about the availability of appointments and the need to call at 8.30 am which is of course when lots of other patients are ringing too. We always have six receptionists taking calls when we open at 8.30am and we have the capacity to process approximately 80 calls in the first ten minutes. We regularly monitor calls statistics to make sure we are sustaining our performance and minimising the amount of time that patients have to wait when they call. Since the Patient Experience event was conducted we have added a new doctor to our partnership which has resulted in a 5% increase in our capacity. We continuously review our appointments system to identify efficiencies and improvements and we benchmark against other methods that are used in General Practice both locally within Sefton and nationally to make sure that we are not overlooking an opportunity to improve. The phone system and our use of an 0844 number is the cause of a small number of negative comments in the report. We are reviewing our phone service provider and would expect to change the system when our current long term supply contract expires at the beginning of 2014. Paul Ashby Practice Manager 11th June 2013

Documents

Healthwatch Sefton Ainsdale Medical Centre Experience Report (July 2013)