Embed Size (px)
Citation preview
2013
Susan Matthews Practice Manager Thames Avenue Surgery
Local Patient Participation Report
Page | 1
Table of contents 1. Introduction .................................................................................................................................... 3
2. Background .................................................................................................................................... 3
2.1 Patient Access ........................................................................................................................ 3
2.2 Demographics of the Practice .............................................................................................. 4
3. Our Patient Participation Group ................................................................................................. 6
3.1 History of Thames Avenue Patient Participation Group (TAPPG) ................................. 6
3.2 Profile of the members of TAPPG ....................................................................................... 6
3.3 Group Objectives .................................................................................................................... 6
3.4 Implementing the Patient Participation DES ...................................................................... 7
4. Local Practice Survey .................................................................................................................. 8
4.1 Developing the survey ........................................................................................................... 8
4.2 Distributing the surveys ............................................................................................................. 9
4.3 Outcomes and actions of the survey ...................................................................................... 9
4.4 Action Plan ............................................................................................................................ 11
Thames Avenue Surgery – Action Plan 2013-14 ................................................................. 13
5. Statistical findings of the Patient Experience Survey 2012 ................................................. 15
Overall impression of the practice ........................................................................................... 15
Cleanliness of the practice ....................................................................................................... 15
How easy did you find access into the building and within the various areas of the surgery ......................................................................................................................................... 15
Reception staff being courteous and helpful ......................................................................... 16
Ease of making an appointment .............................................................................................. 16
How useful were the notice boards and leaflets ................................................................... 16
Surgery Opening Hours ............................................................................................................ 16
Waiting time before being seen ............................................................................................... 17
Respect shown and concern for patient ................................................................................ 17
Opportunity for patient to express concerns ......................................................................... 17
Page | 2
Patient involvement in deciding treatment ............................................................................. 17
Prescription being fully explained ........................................................................................... 18
Overall impression of the consultation ................................................................................... 18
Do you find the regular clinics and annual reviews beneficial for the management of a long term medical condition or to maintain healthy living? ................................................. 18
If you were examined or received treatment, was this carried out with your consent, courteously and with respect for your personal dignity? ..................................................... 19
Urgent Appointments within the next two days ..................................................................... 19
Patient Satisfaction – how would you rate the performance over last 2 years? .............. 20
6. Equality details of respondents ............................................................................................... 20
Gender ............................................................................................................................................. 20
Age Grouping ................................................................................................................................. 21
Ethnicity ........................................................................................................................................... 21
Declaring a disability or chronic illness that impacts on daily living ...................................... 21
Appendix 1 – Survey 2012 ................................................................................................. 22
Appendix 2 – Results Table ................................................................................................ 25
Page | 3
1. Introduction Thames Avenue Surgery produced this report in collaboration with the Thames Avenue
Patient Participation Group (TAPPG) and the Virtual Patient Reference Group (VPRG).
The report outlines the work undertaken by the Practice, TAPPG and VPRG in order to
address the requirements of the Patient Participation Directed Enhanced Service (DES).
2. Background Thames Avenue Surgery has 2 male GP Partners and 1 female salaried GP.
The practice team is complemented by four part-time nurses who deal with a range of
conditions and health issues. They have expertise in many areas of disease management,
such as Diabetes, Asthma and Chronic Obstructive Pulmonary disease.
2.1 Patient Access Clinic Sessions
AM (8.30am – 11:30am) PM (3.00pm – 6.00pm)
Monday Dr K Manivannan Dr K Boardman Jill Day – Practice Nurse Maggie Pilkinton – Practice Nurse
Dr K Manivannan (Extended hours from 6.30-7.30pm) Dr K Boardman Maggie Pilkinton Angela Mudge – Healthcare Assistant (HCA)
Tuesday Dr K Manivannan Dr K Boardman Janet Forster – Practice Nurse Manager Debbie Gemmell – Practice Nurse
Dr K Manivannan Dr K Boardman Debbie Gemmell Angela Mudge
Wednesday Dr K Manivannan Dr B Fernando Janet Forster Maggie Pilkinton
Dr B Fernando (Extended hours from 6.30-7.30pm) Maggie Pilkinton
Thursday Dr K Manivannan Maggie Pilkinton (Minor Illness clinic from 11am – 12pm) Angela Mudge
Dr K Manivannan Baby Clinic (1pm – 3pm) Maggie Pilkinton
Friday Dr K Manivannan Dr B Fernando Janet Forster Angela Mudge
Dr K Manivannan Dr B Fernando Angela Mudge
Page | 4
Patients can access the surgery from 8.30am until 1.00pm and again from 3.00pm until
6.30pm Monday to Friday. Appointments are made either by coming into the practice during
our opening times above, or by telephoning the surgery between 8.30am to 12.30pm and
from 3.30pm to 6.00pm Monday to Friday. Patients who request a same day appointment
are normally seen on the day by a healthcare professional (HCP). Others who request early
appointments are normally seen by a GP or a HCP within two working days. Patients can
book a routine appointment with a GP up to two weeks in advance and they can normally
expect to see a practice nurse within one week.
For patients who have difficulty accessing the surgery during core opening hours (8.30am to
6.30pm) we do offer extended opening for Routine and Urgent appointments with a GP and
occasionally with a Practice Nurse on Monday and Wednesday evenings between 6.30pm
and 7.30pm. Appointments can be booked in the usual manner by contacting the surgery
during normal hours. When the surgery is closed patients are directed to Medway on Call
Care Service (MedOCC) on 01634 891855. Patients are also advised to call NHS Direct for
nurse-led advice, 24 hours a day on 0845 4647.
2.2 Demographics of the Practice
Thames Avenue Surgery currently has 4,065 registered patients. Demographic profiles by
age, gender and ethnicity are shown below:-
0
5
10
15
20
25
0-17 18-29 30-39 40-49 50-59 60-69 70 &over
Age
%
Page | 5
48
48.5
49
49.5
50
50.5
51
51.5
Male Female
Gender
Ethnicity has been recorded for 70 (%) of our registered patients, the percentages of which
are shown in the chart above.
White/White British
Mixed/Multiple Ethnic Groups
Asian/Asian British
Black/Black British
Other Ethnic Group
%
Page | 6
3. Our Patient Participation Group
3.1 History of Thames Avenue Patient Participation Group (TAPPG)
TAPPG was originally launched back in 2006 by Dr Fernando and comprised of 8 registered
patients and 2 members of staff. Over the years the number of members has remained
consistent with the flexibility to allow up to 10 members on the board at any one time.
When TAPPG was first launched, posters were displayed in the practice and patients were
asked to express their interest at Reception where a list was generated. Interested patients
were formally invited to join the group once agreement had been sought with Dr Fernando.
TAPPG was formally set up with a Chairperson being elected and a constitution drawn up
between the practice and the group. TAPPG began by meeting every 6 weeks at the
practice; however this was changed to quarterly following agreement with the group.
3.2 Profile of the members of TAPPG
TAPPG consists of 9 registered patients of Thames Avenue Surgery, being 6 female and 3
male. The patients are appointed with agreement by the practice for a period of 2 years, but
may be invited to stay on for a further period at the discretion of the practice if no new
members are waiting to join the group.
At the Annual General Meeting, normally in July, TAPPG elects the Chairperson and Vice
Chairperson for a year. The Chairperson/Vice Chairperson can be re-elected for one further
year only. If at any meeting the Chairperson is not present then the Vice Chairperson steps
into the role to Chair the meeting. The quorum of any meeting is 5.
3.3 Group Objectives
§ To act as a two-way channel for communication, with confidentiality of patients being protected at all times.
§ To provide practical support to the practice and to help patients to take more responsibility for their own health.
§ To provide strategic input and advice to the practice.
Page | 7
§ To support the practice in its dealing with other bodies.
§ To consider requests to arrange services not provided by the General Medical Services.
§ To support/represent the National Association for Patient Participation whenever possible.
§ To support/represent the Primary Care Trust Patient Participation Group.
§ To develop the TAPPG further.
3.4 Implementing the Patient Participation DES
The purpose of the DES when it was first introduced last year was to ensure that patients
were involved in decisions about the range and quality of services that we provide, and it
aimed to encourage and reward practices for routinely asking for and acting on views of their
patients through Patient Reference Groups. TAPPG were asked to seek the views from
patients through the use of a local practice survey, with the outcomes and views of patients
being published on our website.
Much hard work and commitment was put in by the TAPPG in firstly making sure that the
group was representative of the practice population, and after completing a self-assessment
of gender, ethnicity and age process to identify any gaps, we decided as a group to start up
a Virtual Patient Reference Group (VPRG) with the aim being to work alongside the TAPPG.
As at February 2012 we had received 20 expressions of interests from our registered
patients wishing to join the VPRG. The VPRG were instrumental in feeding back their
views around survey results and minutes of TAPPG meetings and together with the TAPPG,
were able to draw up a comprehensive action plan identifying areas that they practice
needed to address, monitor and review. Unfortunately no further interest has been received
from patients wishing to join the VPRG since our last report was published in March 2012,
despite having posters on our noticeboard, information on our website and in our practice
leaflets. We continue to strive to gain an interest from patients, with mention of the VPRG
being added to the survey questionnaire for this year, asking that people give their email
address if interested in joining the group.
With the Patient Participation DES being carried forward for a second year, and following the
huge success of last year’s survey and comprehensive report, the TAPPG and VPRG had all
processes in place for implementing the DES in it’s second year, with the focus this year
being to build on last year’s report and to demonstrate how issues last year had been
addressed.
Page | 8
4. Local Practice Survey
4.1 Developing the survey
Following the huge success of last year’s survey and subsequent Local Patient Participation
Report, this year the TAPPG and VPRG needed to focus on issues raised in the previous
year’s survey results, and the action plan that had been drawn up, with the real emphasis
being on outcomes and demonstrating improvements made to poorer performance in the
previous year.
Overall the TAPPG members had decided only to make a few changes to the questions on
the survey. This year the members felt it important for us to try and capture data/evidence
that could be used for our report and action plan in that it would hopefully illustrate year on
changes to our weaker areas.
At the same time we wanted the survey to also include some of the standards that the Care
Quality Commission (CQC) would be checking our compliance with. The TAPPG discussed
and agreed to include the following CQC standards in the survey:-
• Infection Control
• Respecting and Involving Patients
• Consent to Treatment.
Focusing on one of our weakest areas from last year, being ‘Waiting time before being seen
for an appointment’, this had been put in our action plan and it had been agreed that this
would be our priority area this year, in the hope that some improvement had been made to
the patient’s waiting experience. This particular area raised quite a discussion within the
group and it did raise the big question of “What is a reasonable amount of time to wait?”
How do we judge this when one person’s expectations may differ entirely from another? It
was agreed that when asking this question in this year’s survey, we should ask how long the
patient waited to be seen. By obtaining this information we may be better placed in
quantifying the results more effectively.
TAPPG had decided to add a question that asked patients to rate the performance of the
practice over the past 2 years, as all felt that this would be really useful data to have for this
year’s action plan.
Page | 9
One of the TAPPG members asked that we add a question around annual health reviews,
rating their usefulness and whether beneficial to the care of the patient. This group member
felt that the practice went above and beyond in caring for their patients and inviting them in
for their reviews, and wanted the practice to have some evidence of this and recognition of
their hard work.
The draft survey questionnaire format was forwarded to the doctors, practice staff, TAPPG
and VPRG so that feedback could be given or changes/amendments made, and all agreed
that we had covered our priority areas for this year and were happy for the survey to be
distributed to our patients (See appendix 1 for copy of survey).
4.2 Distributing the surveys
As with last year, Reception staff were again happy to assist in giving out survey forms to
patients when they arrived at the surgery for an appointment, with a special post box being
made available in the reception area for patients to post their completed questionnaires.
The survey ran slightly later this year, being from 26th November until 14th December 2012
(being 3 weeks in total), compared with 4 weeks last year. A creditable sample size was
obtained, in all a total of 134 forms received, giving an increase of 30 forms on last year’s
survey.
The majority of the forms were returned fully completed; however some did not have all
questions answered or the practitioner disclosed. The results table (appendix 2) shows all
responses and non-responses. All percentage calculations have been worked on the
number of complete responses to each question, and not the total sample number received.
4.3 Outcomes and actions of the survey
In line with last year’s timetable, our Chairperson presented the results and findings of the
survey in the form of a feedback report, highlighting the key findings and pertinent
comments.
Looking at the results in general, Waiting Times seemed to be the only area to have
received lower percentages, as mirrored from last year, but the group all felt that this is not
an area that was easily solved. As set out in last year’s action plan, the surgery regularly
monitored for any trends that could lead to delays. An FAQ poster was displayed in our
Page | 10
waiting area explaining some of the reasons why patients sometimes have lengthy delays
before being seen. The Practice Manager regularly reminded Reception staff on the need to
update patients of impending delays both when they book in for their appointment, and also
periodically whilst waiting to be seen. It was also noted that occasionally if one GP has
finished their own surgery, they would often see patients that are still waiting to be seen,
especially if this is for an urgent ‘booked on the day’ appointment.
General feedback was that patients who needed the time got the time and that GPs were
thorough in their consultations. However this was an area of contention that was ongoing
and it was agreed that although we could do little to avoid lengthy wait times for patients, we
needed to do all we could to try to soften the waiting experience for them.
It was interesting to look at the breakdown of the patient’s rating of delayed waiting times,
against the actual time they waited to be seen. One patient’s rating of 10 minutes as “poor”
showed the difference in expectations, when another patient was happy to wait 30 minutes
for an appointment.
Again, reflecting on last year’s weaker areas, ‘Ability/Ease of making an ‘urgent’
appointment, these results had improved this year. The group discussed that Reception
staff have become a lot more helpful and discerning and are asking the right questions. All
agreed that there is definitely a better handling of calls and listening to the patient’s needs
more.
Surgery opening hours had improved greatly from the last year, with the number of patients
rating opening hours as very good increasing from 31% to 67%. The members felt that the
posters and FAQ sheet on the TAPPG noticeboard had helped.
We had also had a good response to the usefulness of the notice boards with 58% giving
‘very good’ and 36% giving ‘fairly good’ ratings. This was hugely thanks to our Chair of
TAPPG who had put lots of work into preparing and displaying relevant posters. Surgery
staff had also done some work with the other notice boards, making sure that posters were
rotated regularly, giving patients a fresh view each time they visit. Patients were definitely
taking more notice of the posters in the surgery.
New questions added to the survey this year had received excellent responses. Very good
results were seen for the question ‘Finding regular clinics and annual reviews beneficial’ and
the group felt that these results certainly reflected the excellent commitment of the practice
in inviting patients for their health reviews. Another question around ‘Consent’ received
excellent results with 82% of patients answering ‘yes’ when asked ‘If you examined or
Page | 11
received treatment, was this carried out with your consent, courteously and with respect for
your personal dignity? 18% of patients stated that the question was not applicable and no
respondent answered ‘no’. The group felt this would be really good evidence to show that
we are compliant with the Consent to Treatment standard within CQC.
In summing up this year’s survey findings, the members all agreed that we had received
much improved results this year, with 62% of respondents feeling that the practice had
improved in the last 2 years, which was very encouraging and rewarding.
One survey respondent had provided the comment “You cannot improve on excellence”, and
all felt that this should make the whole team at Thames Avenue Surgery extremely proud.
The majority of patients were very satisfied with the service provided and with the staff at the
surgery, and members congratulated the surgery once again for all their hard work and
commitment to their patients.
4.4 Action Plan
Before an action plan could be drafted, it was important that we re-visited last year’s action
plan, to look at the outcomes and to evidence that we had monitored and acted on all points
where necessary.
Through discussion, the TAPPG all agreed that any actions from last year had been
addressed and relevant outcomes achieved.
Feeding back the outcomes of last year’s survey to our patients was achieved through a
FAQ poster and survey results feedback sheets being displayed on our noticeboard in the
waiting area for 5 months. The results were also uploaded on to our surgery website and
paper copies of our Local Patient Participation Report 2012 were available on request at
Reception.
As mentioned above, waiting times was monitored very closely, and Reception staff were
reminded to inform patients of delays as much as possible. With waiting times being our
weakest area again this year, members decided that this should again be incorporated into
our action plan, with the emphasis being to continue to monitor and review.
Ease of making urgent appointments was also monitored, and if a GP was absent, steps
were taken to increase capacity by putting on additional minor illness clinics, held by our one
of our trained Practice Nurses. Interestingly when looking at this year’s results, only 1
patient out of 71 reported not receiving an appointment within 2 working days.
Page | 12
Looking at our action plan for this coming year, all agreed that the results of the survey will
again be fed back to staff and patients by the end of March, along with the Local Patient
Participation Report being published on the surgery website.
One of our TAPPG members had shared an idea of producing a newsletter, incorporating
some feedback from the survey and thanking patients for taking the time to complete the
survey questionnaires. This member felt it would be a good idea to answer some of the
comments/suggestions that came out of the survey, to show that their feedback has not
gone un-noticed. All members agreed that this would be a really good idea and that this
should be included in our action plan.
Once all TAPPG members were happy with our draft action plan, it was agreed that the draft
plan, along with the survey results feedback report and minutes of our last few meetings
would be sent to the VPRG for their feedback and agreement, before the action plan was
finalised and work could start on preparing the report.
Feedback from one member of the VPRG was that when looking at the waiting experience of
the patients, this member agreed that it is important to inform patients when there is a delay,
especially when delays can impact on other commitments already in the personal calendar.
This member also agreed that there was a much better service from Reception staff.
After feedback from the VPRG and with a few minor amendments to the Survey Results
Feedback Report, the action plan for 2013/14 was ready for final approval from the practice
and the TAPPG.
The TAPPG met on Tuesday 26th March 2013 to discuss and agree the final copy of the
action plan (as set out below) with a copy emailed to all members of the VPRG. This plan
aims again to address, monitor and review specific feedback comments and weaker areas of
performance.
Page | 13
Thames Avenue Surgery – Action Plan 2013-14
The November 2012 patient experience survey highlighted some areas that require future
monitoring to ensure patient experience levels are maintained, or improved. The intention of
this action plan is to address, monitor and review these areas.
Issue Narrative Action Outcomes (review Feb 2014)
Feedback outcome of patient experience survey to GPs and rest of the practice team.
Copies of results and findings of the report were made available to all staff, discussion of outcomes at team meetings. PowerPoint presentation available to aid feedback process.
Practice Manager to organise.
Feedback outcome of patient experience survey to patients and other surgery users.
Produce feedback presentation sheets for display on TAPPG noticeboard. Produce FAQ sheet for display on TAPPG noticeboard to specific patient feedback comments. Produce hard copy of FAQ sheet for Receptionists to give out / attach to prescriptions / send with letters. Include an article in next practice newsletter. Copy of results and findings report to be placed on surgery website.
TAPPG to agree format and display on noticeboard for minimum of 3 months. TAPPG to produce draft sheet, pass it to Practice Manager for feedback from GPs and practice staff. TAPPG to liaise with Practice Manager. Practice Manager to arrange
Length of waiting time after booked appointment time, being seen by medical practitioner
Monitor waiting times and identify any common causes or trends that lead to delays. Include this issue in the FAQ sheet to explain how delays can occur.
Practice Manager to monitor, feedback to medical practitioners and TAPPG on regular basis. Constant on-going review. TAPPG to include explanation of possible reasons and appointment time restrictions in FAQ sheet.
Ability and ease of a patient obtaining an ‘urgent’ appointment to see a GP or a Practice Nurse.
Limited number of available slots per day to enable urgent appointments. Ensure patients are offered the first available appointment slot.
Practice Manager to monitor number of urgent appointments, any seasonal trends, patients continually requesting urgent appointments and number of urgent appointments with “DNA (did not attend”. Review in March 2014 or sooner should issues come to light.
Being able to speak to a GP or Practice Nurse on phone.
Ease of being able to contact GP/Practice Nurse and discuss issues as opposed to visiting the practice.
Previously discussed by TAPPG and GPs. Practice Manager to monitor any patient feedback. Review current arrangements in March 2014.
Patient feedback comments
Additional comments provided in 2012 patient experience
Practice Manager to discuss with all staff, TAPPG and virtual
Page | 14
survey on the whole positive comments. Some issues were raised, however, these do not require dedicated actions, or are limited by constraints.
patient group. TAPPG and Practice Manager to produce a one-off FAQ sheet for dissemination to patients, by hard copy, on noticeboard and added to website.
Patient communication
FAQ sheet Newsletter Notice boards – Practice Noticeboard – TAPPG Practice Leaflet Surgery website
TAPPG to evaluate and update noticeboard – ensure current FAQ sheet relevant to 2012 survey. Practice Manager / TAPPG to produce a one off newsletter to answer some points raised in 2012 survey. Practice Manager / TAPPG to produce surgery newsletter on a regular basis. Include practice news, seasonal ailment advice, and details of special clinics and outcomes of patient experience survey. Practice Manager to ensure notice boards are up to date, easy to read and uncluttered. Seasonal themes covering repeat prescriptions and electronic prescription service, seasonal ailments, special clinic details (e.g. flu clinics). TAPPG to ensure noticeboard is kept up to date, easy to read and uncluttered. Display local health service information, feedback from TAPPG, outcomes from patient experience survey and details of special clinics. Practice Manager to make patient handbook easily available to existing patients and to look into producing an abridged version in leaflet format. Make greater use of the website to communicate with patients and as an information resource. Mirror all information displayed in surgery on website. Publish March 2013 Practice report and the 2012 patient experience survey results and findings report.
Patient Experience Survey 2013
Repeat Patient Experience Survey in 2013.
TAPPG liaise with Practice Manager on design, admin arrangements and month to hold survey.
Review actions in 2013/14 Action Plan
Review action points in 2013/14 Action Plan, using feedback complaints, monitoring and outcomes from future patient experience surveys.
Practice Manager in liaison with TAPPG.
Page | 15
5. Statistical findings of the Patient Experience Survey 2012
The full Patient Experience Survey 2012 results and findings can be accessed either via our
website at www.thames-avenue-surgery.co.uk or upon request at the practice.
Overall impression of the practice
0
20
40
60
80
100
Very good Fairly good Average Poor
2011
2012
Cleanliness of the practice This was a new question to the survey and therefore has no comparative data.
020406080
100
Very good Fairly good Average Poor
2011
2012
How easy did you find access into the building and within the various areas of the surgery? This was a new question to the survey and therefore has no comparative data.
0
50
100
Very good Fairly good Average Poor
2011
2012
%
%
%
Page | 16
Reception staff being courteous and helpful
0102030405060708090
100
Very good Fairly good Average Poor
2011
2012
Ease of making an appointment
020
4060
80
Very good Fairly good Average Poor
2011
2012
How useful were the notice boards and leaflets?
0
20
40
60
80
Very good Fairly good Average Poor
2011
2012
Surgery Opening Hours
020406080
Very good Fairly good Average Poor
2011
2012
%
%
%
%
Page | 17
Waiting time before being seen
0
20
40
60
Very good Fairly good Average Poor
2011
2012
Respect shown and concern for patient
0
50
100
Very good Fairly good Average Poor
2011
2012
Opportunity for patient to express concerns
0
50
100
Very good Fairly good Average Poor
2011
2012
Patient involvement in deciding treatment
020406080
100
Very good Fairly good Average Poor
2011
2012
%
%
%
%
Page | 18
Prescription being fully explained
0
20
40
60
80
100
Very good Fairly good Average Poor
2011
2012
Overall impression of the consultation
0
20
40
60
80
100
Very good Fairly good Average Poor
2011
2012
Do you find the regular clinics and annual reviews beneficial for the management of a long term medical condition or to maintain healthy living?
0
50
100
Very good Fairly good Average Poor
2011
2012
This was a new question this year and it is likely that not all patients attending the practice will attend regular clinics or annual reviews; in turn giving an overall lower response rate.
%
%
%
Page | 19
If you were examined or received treatment, was this carried out with your consent, courteously and with respect for your personal dignity?
0
20
40
60
80
100
Yes No N/A
2011
2012
This was a new question added to the survey this year with the aim to obtain feedback on how treatment or examinations were carried out and to identify any potential dignity, respect or safeguarding issues.
Urgent Appointments within the next two days
0
20
40
60
80
100
Yes No N/A
2011
2012
99% of patients responded to this question. It has been assumed that the 46% of respondents who stated “Not Applicable” had pre-booked appointments.
Of the 71 patients saying they had an urgent appointment, only one person had not been offered an appointment within two working days. Due to the nature of the survey being anonymous, it is not possible to identify why this happened.
%
%
Page | 20
Patient Satisfaction – how would you rate the performance over last 2 years?
010203040506070
Improved The same Worsened Unable tocomment
2011
2012
This question was added to the survey in order to gather patient’s overall perception of the practice, service provided and the patient’s experience.
Some of the respondents who felt unable to comment had added an additional note to their response, saying that they were newly registered to the practice.
6. Equality details of respondents
Gender
Female
Male
Did not disclose
%
Page | 21
Age Grouping
1 to 17
18 to 29
30 to 45
46 to 59
60 to 69
70 to 79
80 to 89
90 and ov
er
Did not disc
lose
05
10152025
Age
Ethnicity
White British
White Other
Did not disclose
Declaring a disability or chronic illness that impacts on daily living
Have a disability or chronicillness
Do not have a disability orchronic illness
Preferred not to disclose
%
Page | 22
Appendix 1 – Survey 2012
Thames Avenue Surgery
Patient Participation Group
The patient participation group provides a feedback link from patients to the practice partners, key staff within the practice and from April 2013 the Care Quality Commission. We would like to gather your views on today’s visit. All responses and feedback are anonymous.
Thank you for your time, please place completed forms in the box by reception on your way out, or return at a later date, in an envelope marked “Patient Survey”.
Very Good
Fairly Good
Average Poor Very
Poor
The Practice: Please circle your responses
Overall impression of the practice 5 4 3 2 1
How would you rate the cleanliness of the practice 5 4 3 2 1
How easy did you find access into the building and within the various areas of the surgery 5 4 3 2 1
Reception staff being courteous and helpful 5 4 3 2 1
Ease of making an appointment 5 4 3 2 1
How useful were the notice boards and leaflets 5 4 3 2 1
Surgery opening hours 5 4 3 2 1
The Practitioners: Please circle your responses
Who did you see today doctor nurse both
The Consultation: Please circle your responses
Waiting time before being seen for your appointment 5 4 3 2 1
If your appointment was delayed, how long was your wait mins
Respect shown / concern for patient 5 4 3 2 1
Opportunity to express concerns 5 4 3 2 1
Involvement in deciding your treatment 5 4 3 2 1
Page | 23
Prescription being fully explained to you 5 4 3 2 1
Overall impression of the consultation 5 4 3 2 1
Do you find the regular clinics and annual reviews
beneficial for the management of a long term medical condition or to maintain healthy living
5 4 3 2 do not attend
If you were examined, or received treatment, was this carried out with your consent, courteously and with respect for your personal dignity
yes no n/a
Please circle your responses
If your appointment was needed urgently, was you offered an appointment on the same day or within two days
yes no
In your opinion would you say the performance of the practice over the past two years has:
Improved Remained Same
Worsened Unable to Comment
Additional Comments:
Please add any additional comments you wish to make on the service at the surgery, or on any areas that could be improved:
Equalities Monitoring:
The following questions are optional, please circle your answer, or leave blank if you prefer not to disclose.
Are you Female Male
What is your age group 1 to 17Í 18 to 29 30 to 45
Page | 24
46 to 59 60 to 69 70 to 79
80 to 89 90 and over
How would you describe White (including British, Irish, Scottish and Welsh)
your ethnicity White Other
Asian Asian& White Asian & Other
Black African Black Caribbean Black Other
Chinese Mixed ethnicity Other ethnicity
Do you consider that you have a disability?
or chronic illness, that impacts on daily living yes no
Patient Representation Group:
The practice has run a successful patient group for the past six years and is looking to expand this group by forming an e-mail contact group who will be able to feed-back on the practice and future developments. If you are interested in joining this group please add your e-mail address below:
__________________________________________________________________________
The e-mail address will be used solely for the purpose of forming a virtual patient participation group and will be afforded the same degree of confidentiality as your medical records, it will not be passed on to a third party, or added to your contact details or medical records.
Thank you for taking the time to complete this survey
The results will be shown in the annual practice report which can be viewed on the surgery’s website www.thames-avenue-surgery.co.ukThe website also contains further details of the services provided, advice on some common health conditions and electronic services available for patients.
Please place completed forms in the box by reception on your way out,
or return at a later date in an envelope marked “Patient Survey”.
Page | 25
Appendix 2 – Results Table
The Practice Very Good Fairly Good Average Poor Very Poor No
Response Respondents
Overall impression of the practice 110 17 1 0 0 6 134
How would you rate the cleanliness of the practice 123 8 2 0 0 1 134
How easy did you find access into the building and within the various areas of the surgery
115 15 3 0 0 1 134
Reception staff being courteous and helpful 114 17 2 0 0 1 134
Ease of making an appointment 80 37 12 2 0 3 134
How useful were the noticeboards and leaflets 75 46 8 0 0 5 134
Surgery opening hours 88 36 7 0 0 3 134
The Consultation Very Good Fairly Good Average Poor Very Poor No
Response Respondents
Page | 26
Waiting time before being seen for your appointment 59 40 18 5 0 12 134
The Consultation Very Good Fairly Good Average Poor Very Poor No
Response Respondents
Respect shown / concern for patient 118 12 0 0 0 4 134
Opportunity to express concerns 117 14 1 0 0 2 134
Involvement in deciding your treatment 109 19 1 0 0 5 134
Prescription being fully explained to you 103 18 1 0 0 12 134
Overall impression of the consultation 117 13 0 0 0 4 134
Regular Clinics & Annual Reviews
Very Good Fairly Good Average Poor Very Poor No Response Respondents
Do you find the regular clinics and annual reviews beneficial for the management of a long term medical condition or to maintain healthy living
98 15 1 1 0 19 134
Respect for Personal Dignity
Yes No Not Applicable No Response
Respondents
If you were examined, or received treatment, was this carried out with your consent, courteously and with respect for your personal dignity
109 0 24 1 134
Page | 27
Urgent Appointments Yes No Not Applicable No Response Respondents
If your appointment was needed urgently, was you offered an appointment on the same day or within two days
70 1 62 1 134
Practice Performance improved same worsened no comment non response
Respondents
In your opinion would you say the performance of the practice over the past two years has - Improved, the same, worsened or unable to comment
83 37 0 14 0 134
