Upload
bryce-price
View
216
Download
0
Tags:
Embed Size (px)
Citation preview
PPG APPENDIX 2. PPG MIINUTES.. 31.01.12.
PATIENT SURVEY 2011
PRELIMINARY FINDINGS
1
Preliminary findings• Overall there is a high level of satisfaction• However:
• Poor communications means that patients are not clear on• Opening hours• The triage process• The out of hours arrangements• Accessibility to doctor of your choice - continuity of care raised for on-
going problems• Accessibility for semi-urgent doctor appts (wanting to see a doctor not
speak on phone)• Lack of knowledge about internet access• Concern about Private health care and how it fits with NHS practice
2
Number of Responses• Survey fully completed by 397 patients
• Goring – 243• Woodcote – 154 • A further 12 forms were submitted but were incomplete and could
not be scored• In addition to the tick boxes 200 comments have been recorded
and summarised:Positive Feedback 64
Service comments 36
Appointments 29
Receptionist 19
Time in Waiting Room 19
See own doctor 16
Treatment out of hours 11
Opening hours 5
Hearing issues 1
Grand Total 200
3
How many responses did we need?
Variability = the likelihood of strongly opposing viewsResponse rates of public surveys 1-20%Our response rate (assuming a population of 9,000 = 4.4%
Accuracy ±5%Population of
9000 50% 40% 30% 20% 10%Responses
needed 383 354 169 100 58
Variability
4
Who did respondents see?16-24 25-34 35-44 45-54 55-64 65+ Grand Total
Goring 5 6 22 18 35 157 243
Doctor 4 4 15 12 29 116 180
GP Registrar 1 1 1 1 6 10
Health Care Assistant 1 1
Other 1 2 1 4
Phlebotomist 1 1 3 3 19 27
Practice Nurse 3 2 2 14 21
Woodcote 1 1 9 22 25 96 154
Doctor 1 1 7 14 17 77 117
GP Registrar 1 1 2 4
Health Care Assistant 1 1
Other 1 1
Phlebotomist 1 1 10 12
Practice Nurse 2 5 5 7 19
Grand Total 6 7 31 40 60 253 397
5
Breakdown by Gender
Female Male Grand Total
Goring 143 100 243
Doctor 111 69 180
GP Registrar 8 2 10
Health Care Assistant 1 1
Other 2 2 4
Phlebotomist 12 15 27
Practice Nurse 10 11 21
Woodcote 100 54 154
Doctor 79 38 117
GP Registrar 1 3 4
Health Care Assistant 1 1
Other 1 1
Phlebotomist 5 7 12
Practice Nurse 13 6 19
Grand Total 243 154 397
6
Q1 - How would you rate the availability of the appointment you have attended today or your last appointment ?
By % of all responses
7
Q1 - How would you rate the availability of the appointment you have attended today or your last appointment ?
By % of age group
8
Q1 - How would you rate the availability of the appointment you have attended today or your last appointment ?
Age Range
Q1 16-24 25-34 35-44 45-54 55-64 65+ Grand Total
Excellent 1 3 7 10 16 76 113
Very Good 4 1 6 14 16 78 119
Good 2 10 12 16 73 113
Poor 1 5 3 8 19 36
Very Poor 1 3 1 4 6 15
NA or Don't Know 1 1
Grand Total 6 7 31 40 60 253 397
By number of responses
9
Q2 - How would you rate the time you have waited in our waiting room today or at your last attendance?
By % of all responses
10
Q2 - How would you rate the time you have waited in our waiting room today or at your last attendance?
By % of age group
11
Q2 - How would you rate the time you have waited in our waiting room today or at your last attendance?
Age Range
Q2 16-24 25-34 35-44 45-54 55-64 65+ Grand Total
Excellent 1 2 4 4 6 36 53
Very Good 1 1 7 6 17 76 108
Good 2 3 12 22 22 93 154
Poor 2 5 5 9 39 60
Very Poor 1 3 5 5 14
NA or Don't Know 3 1 4 8
Grand Total 6 7 31 40 60 253 397
By number of responses
12
Q3 - How would you rate the quality of the care you received today or at your last contact?
By % of all responses
13
Q3 - How would you rate the quality of the care you received today or at your last contact?
By % of age group
14
Q3 - How would you rate the quality of the care you received today or at your last contact?
Age Range
Q3 16-24 25-34 35-44 45-54 55-64 65+ Grand Total
Excellent 1 5 11 23 26 132 198
Very Good 5 1 12 13 22 82 135
Good 8 4 9 32 53
Poor 2 3 5
Very Poor 1 1 2
NA or Don't Know 4 4
Grand Total 6 7 31 40 60 253 397
By number of responses
15
Q4 - How would you rate the ability to see the doctor of your choice?
By % of all responses
16
Q4 - How would you rate the ability to see the doctor of your choice?
By % of age group
17
Q4 - How would you rate the ability to see the doctor of your choice?
Age Range
Q4 16-24 25-34 35-44 45-54 55-64 65+Grand Total
Excellent 4 5 12 11 54 86
Very Good 3 2 2 9 17 76 109
Good 2 9 7 19 68 105
Poor 1 9 9 6 33 58
Very Poor 1 4 1 7 12 25
NA or Don't Know 2 2 10 14
Grand Total 6 7 31 40 60 253 397
18
Q5 - How satisfied are you with the hours that the Practice is open?
By % of all responses
19
Q5 - How satisfied are you with the hours that the Practice is open?
By % of age group
20
Q5 - How satisfied are you with the hours that the Practice is open?
By number of responses
Age Range
Q5 16-24 25-34 35-44 45-54 55-64 65+ Grand Total
Excellent 1 2 4 11 11 50 79
Very Good 4 2 15 12 21 103 157
Good 1 1 5 14 17 78 116
Poor 2 2 6 13 23
Very Poor 1 1 1 2 2 7
NA or Don't Know 1 4 3 7 15
Grand Total 6 7 31 40 60 253 397
21
Q6 - How satisfied are you with the care that is offered by the Out of Hours Service?
By % of all responses
22
Q6 - How satisfied are you with the care that is offered by the Out of Hours Service?
By % of age group
23
Q6 - How satisfied are you with the care that is offered by the Out of Hours Service?
By number of responses
Age Range
Q6 16-24 25-34 35-44 45-54 55-64 65+Grand Total
Excellent 1 3 1 3 16 24
Very Good 1 4 8 9 29 51
Good 3 1 6 6 7 42 65
Poor 3 3 5 25 36
Very Poor 1 2 1 5 12 21
NA or Don't Know 3 3 13 21 31 129 200
Grand Total 6 7 31 40 60 253 397
24
Q7 - What is your understanding of the Practice’s new “triage” system for seeking “same day” medical help or advice?
By % of all responses
25
Q7 - What is your understanding of the Practice’s new “triage” system for seeking “same day” medical help or advice?
By % of age group
26
Q7 - What is your understanding of the Practice’s new “triage” system for seeking “same day” medical help or advice?
By number of responses
Q7 16-24 25-34 35-44 45-54 55-64 65+ Grand Total
Excellent 2 6 3 7 27 45
Very Good 1 1 4 6 14 64 90
Good 3 1 8 11 17 65 105
Poor 5 8 4 18 35
Very Poor 2 1 5 3 7 18 36
NA or Don't Know 2 3 9 11 61 86
Grand Total 6 7 31 40 60 253 397
27
Q8 - How satisfied are you that the Practice’s new “triage” system meets your healthcare needs?
By % of all responses
28
Q8 - How satisfied are you that the Practice’s new “triage” system meets your healthcare needs?
By % of age group
29
Q8 - How satisfied are you that the Practice’s new “triage” system meets your healthcare needs?
Age Range
Q8 16-24 25-34 35-44 45-54 55-64 65+Grand Total
Excellent 2 5 3 6 29 45
Very Good 2 5 7 13 56 83
Good 2 2 4 5 13 54 80
Poor 5 5 5 19 34
Very Poor 2 3 1 1 8 15
NA or Don't Know 3 9 19 22 87 140
Grand Total 6 7 31 40 60 253 397
By number of responses
30
Lessons Learned• Calculate the response rate required and distribute
questionnaires accordingly• Avoid major public holidays• Consider the most efficient way of distributing the
questionnaires• Consider a professional audit of the questionnaires before
distributing• Consider a professional review of the results for a view on
statistical significance
31
Next Steps• Agree an action plan• Monitor implementation• Plan an open meeting to present the results and the
remedial action to be taken• Consider the need for a further survey in 2012
Slide 32