THE SPA MEDICAL PRACTICE 2012/2013 PATIENT SURVEY REPORT

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1 THE SPA MEDICAL PRACTICE 2012/2013 PATIENT SURVEY REPORT Report prepared by Lynnette Taplin, Operations Manager On behalf of The Spa Medical Practice March 2012

2 INTRODUCTION The purpose of this report is to ensure that our patients are involved in decisions about the range and quality of services provided and over time to be commissioned by the practice. This includes involving patients in decisions that lead to changes to the services that our practice provides. The aim is to promote the proactive engagement of our patients through the use of effective Patient Groups and to seek views from practice patients through the use of a local practice survey. The outcomes of the engagement and the views of patients are to be published on our website. The scope of the report encompasses the patient journey within the practice. The objective is to capture the information from this survey to improve our services and care. The areas taken into consideration were 1) the ease of making an appointment, 2) the general health of the patient and 3) the quality of the consultation with the nurse or GP. The actions and recommendations will be reviewed by The Spa Medical Practice and acted upon where required. It is expected that any activities put in place based on the action or recommendations of this report shall be measured by exactly the same questionnaire next year. 2

3 SUMMARY The patient survey was prepared by The Spa Medical Practice with help from Patient Participation Group with 15 members, 9 males and 6 females. The group is representative of our population years = 2 members, years = 2 members, years = 3 members, years = 3 members, years = 3 members and years = 2 members. 2 members have learning disabilities. This year we have been successful in recruiting 96 members to the Virtual and improve the representation with the under 30 s. Two of the members from the Virtual Group have now joined our Patient Participation Group which meets on a monthly basis. The survey was distributed by the Patient Group over a three week period to any adult patient that attended the practice to see a Nurse or a Doctor. The survey had 36 set questions to ascertain the quality of the journey and clinical care of the patient when contacting or attending the surgery. This report shows the practice s results for a number of key questions from the survey. The actions and recommendations of this are based on data collected between 20 th February, 2012 and the 12 March, They were compiled by the Patient Participation Group and the Operations Manager. The Patient Reference Group (PRG) was sent the results of the Patient Survey for discussion at the Patient Participation Group (PPG) meeting on the 21 st March. The Patient Group discussed the findings and an Action Plan produced (attached) Exactly 400 questionnaires 5% of the Practice population were handed out to adult patients registered with this Practice and 366 were returned completed. The response rate for our practice was 91%. The questionnaire was divided into five sections, 1) General Practice Information, 2) Scheduling your appointment, 3) Day of your appointment, 4) The Nursing staff consultation, 5) The Doctors consultation. The report will be shared with our Patient Participation Group and the Patient Reference Group ( group) which is representative of our practice population. The results and proposed actions will be discussed at the Patient Group meeting. They will have the opportunity to share their suggestions and ideas. The copies of the questionnaires were analysed by the Operations Manager and Margaret Webby the Secretary of the Patient Participation Group. The details of the results are explained within this report together with our proposed actions. 3

4 SURVEY RESULTS The feedback has been very positive from the 366 questionnaires that were returned. The score for each question is demonstrated below:- Section 1 - General Practice Information 1. How often have you visited the Spa Medical Practice in the last year? 2. What type of visit or appointment was this For? 3. How do you rate our concern for privacy? 4. In general what is the quality of your health 5. Would you recommend our practice to Someone else? How do you rate our concern for privacy? QUESTION 3 Good 60% Adequate 8% Needs Improvement 1% Poor 0% Outstanding 31% The questionnaire revealed that the 366 patients who completed the survey had been seen in the practice using a combination of appointment types, varying from emergency, 48 hour, and nurse s appointment or other. The most used appointment type was 194 routine appointments with a GP, followed by 159 appointments with a Nurse. 25 of the patients were visiting the doctor for the first visit, 182 patients visiting between 2 to 5 times and 161 visiting the practice more than 6 times. The patients visiting the practice during the period of this survey had mainly good health at 67% and 33% with chronic issues. The Practice is pleased with the results from these Questions and they are as outstanding as it was last year. 97% of patients would recommend our practice to others 4

5 Section 2 - Scheduling your appointment 6. How satisfied are you with the hours that we are open? Neither satisfied or dissatisfied 8% How satisfied are you with the hours we are open? QUESTION 6 Fairly dissatisfied 3% Very dissatisfied 1% t sure when your GP surgery is open 1% Very Satisfied 42% Fairly Satisfied 45% 7. Comments from the patients:- 87% of patients are happy with are opening times and 12% would like an extension to the hours and open on regular Saturdays as we have done in the past. 1% of the patients stated they are unsure of our opening times. 8. If you are dissatisfied with our opening hours what additional times would you prefer? Why? Our opening times are Monday to Friday. In addition we offer late evening appointments alternate Mondays and Wednesdays and one Saturday morning a month for patients who find it difficult to get to surgery during the normal working day. With reference to the comment Would like telephone lines to be available during lunch hours. All telephone lines are open. This was an action from last year s survey. The appointment line is now open between 1 p.m. and 2 p.m. 5

6 Scheduling your appointment 9. Which methods would you prefer to use to book appointments at the surgery? Which method have you used to make an appointment? QUESTION 9 Used the automated system 12% Dropped in 25% By telephone/ speak to a receptionist 63% 10. Which methods have you used to make an appointment? 44% of patients would prefer to make their appointment by telephone with the receptionist, rather than using the automated system. However the use of the automated system has increased this year. The other preferred option is in person with a receptionist at the desk. Automated system 7% Which method would you prefer to book your appointment? On line QUESTION 10 preference 10% 6% By telephone/ speak to a receptionist 44% In Person 33% 6

7 Scheduling your appointment 11. How easy was it to make an appointment? 12. How would you rate the courtesy of the staff when booking your appointment? Average 20% How easy was it to make an appointment? QUESTION 11 Difficult 3% Very Easy 35% How would you rate the courtesy of the staff when booking your appointment? QUESTION 12 Needs Improvement 7% Rude 1% Easy 42% Courteous 43% Very Courteous 49% The results this year indicate that patients are finding it easier to make an appointment by telephone with 77% doing it with ease. The patients rate the courteousness of the staff at 92% which again is an improvement from last year. 7

8 Scheduling your appointment 13. Have you used the automated appointment booking 14. If you did use the automated system how did you system? rate it? Have you used the automated appointment booking system? QUESTION 13 34% If you did use the automated system how did you rate it? Needs QUESTION 14 Outstanding improvement Poor 10% 10% 6% Adequate 16% 66% Good 58% 15. Would you like us to send a reminder of your appointment by text? Would you like us to send a reminder of your appointment by text? QUESTION 15 51% 49% It was an action from the survey last year to promote the automated appointment system. Having promoted the system over the last year its usage has increased by 10%. 68% said they found the automated system easy to use. 44% of patients said they would prefer to speak to a receptionist rather than using the automated system as they feel confident that the appointment is booked. 16. Comments from Patients:- Several comments where the patient prefers to speak to a person see additional comments at the back of the report. 8

9 Section 3 - The Day of your appointment 17. How would you rate the courtesy of the staff 18. Did you use the automated check in system to on the reception desk? book in? How would you rate the courtesy of the staff on the reception desk? QUESTION 17 Needs Improvement 4% Rude 0% Did you use the automated check in system to check in? QUESTION 18 21% Courteous 44% Very Courteous 52% 79% 19. If you did use the automated check in system how did you rate it? If you did use the automated check in system how did you rate it? QUESTION 19 Easy 22% Average 5% Difficult 0% 9 Very easy 73%

10 The Day of your appointment 20. How long did you wait in reception beyond your 2. How do you rate the waiting area? Scheduled time? How long did you wait in reception beyond your scheduled time? QUESTION minutes 17% Other 3% 0-5 minutes 26% How do you rate the waiting area? QUESTION 21 Adequate 11% Outstanding 16% Good 73% 5-20 minutes 22. Were there a range of magazines? Were there a range of magazines? QUESTION 22 7% 93% 10

11 The Day of your appointment 23. Would you like to hear background music whilst 24. Would you like access to the internet whilst waiting in the surgery? waiting in the surgery? Would you like to hear background music whilst waiting in the surgery? QUESTION 23 58% 42% Would you like access to the internet whilst waiting? QUESTION 24 38% 62% 25. Would you like the Practice to produce a newsletter? Have you read the Practice Newsletter? QUESTION 25 13% 87% 26. Any suggestions for the waiting area, the notice boards, media screens COMMENTS can be found at the end of the report 11

12 Section 4 - Encounter with the Nursing Staff COMMENTS can be found at the back of this report 27. How courteous and welcoming was the nurse? 28. The average waiting time with a nurse? 29. Did the nurse listen to what you had to say? 30. Did the nurse understand? 31. Did the nurse give you leaflets and information? How courteous and welcoming was the Nurse? Needs QUESTION 27 Improvement 1% Courteous 34% Rude 0% Did the Nurse give you leaflets and information? QUESTION 29 29% 71% Did the Nurse understand? QUESTION 30 1% Very Couretous 65% 99% The average waiting time with a Nurse? QUESTION 28 minutes 5% 5-20 minutes 52% 0-5 minutes 43% Did the Nurse give you leaflets and information? QUESTION 31 29% 71% 12

13 Section 5 - Encounter with the Doctor COMMENTS can be found at the end of this report 32. How courteous and welcoming was the doctor? 33. Average waiting time with a doctor? 34. Did your doctor listen to what you had to say? 35. Did the doctor understand? 36. Did your doctor give you leaflets and information? How courteous and welcoming was the Doctor? Needs QUESTION 32 Improvemen Rude t 0% 1% Courteous 34% Very Couretous 65% Did you doctor listen to what you had to say? QUESTION 34 0% 100% Did the Doctor understand? QUESTION 35 1% 99% minutes 20% Average waiting time with a Doctor? QUESTION 33 Other 1% 0-5 minutes 11% Did the Doctor give you leaflets and information? QUESTION 36 24% GENERAL COMMENTS AND SUGGESTIONS FROM THE PATIENTS: minutes 68% 13 76%

14 GENERAL COMMENTS Very good Practice. I been with Practice for 2 years Sometimes there is a very long queue at the desk so there needs to be 2 receptionists when this happens Very good, always get appointments for all of my family. Lovely Receptionists and Doctors Services such as Glucose tolerance test would be appreciated rather than having to get referral from hospital Would like Prescription pick up service for weekend Always a good service, my daughter needed an urgent appointment and the service she got from the Reception and Doctors was really impressive Very friendly staff Always happy and friendly staff Would like Saturday Mornings as it used to be Would like telephone lines to be available during lunch hours Would like easier and quicker access to see my own doctor (usual GP) Generally a good experience Much more professional Practice that I have experience before Weekend and Evening surgeries are essential for people that work full time Since the new practice building as opened, everything has been wonderful. This place is lovely Been with practice since 1989, always had care and respect from all the doctors Would like the Practice to be open every Saturday Always clean. Pleasant and helpful. The only fault is that Doctors change too much Would be useful if the surgery didn t close over lunch time Prescription service sometimes seems slow Admin staff do not need to know about illness I find the media screen very useful Books for sale in waiting room Would like more tice Boards and leaflets Would like more magazines and Children s books/toys More Children's books / toys More supporting media re: carers and aid Any possibility of a clock More about local children's centres with what's on guides Screen with the days news showing Coffee/Drinks Machine 14

15 COMMENTS FROM THE GP SECTION Comments regarding your experience of your visit to the Doctor The Locum doctors are not always as welcoming I do like the fact that we can phone and speak to a doctor Telephone Consultations Sometimes I cannot see the Doctor I want to on the date I want to I understand that a doctor can be delayed with other patients with more important attention. Dr Kelly's personal welcome to each of his patients is comforting and caring. It far outweighs the screen notifications with bells! Dr Panton has been invaluable, she listens hard to what I have to say and had been really helpful I see doctors regularly. Impressed by their understanding of problems, makes me feel looked after with my serious chronic illness. I am satisfied with the care I receive Can't fault Dr Kinsman he always has time for me and my family with great support Wonderful doctors Always have to wait too long for appointment Feel some doctors rush you COMMENTS FROM THE NURSE SECTION Comments regarding your experience of a visit to the Nurse Always most helpful I was in tears due to having to have another smear; she put me at ease as it wasn't as bad as my past experience at the doctors I used before. It was Caroline that I saw I find all the nurses and the INR lady very professional thing more than they are excellent, efficient and understanding Always fine, friendly, courteous and understanding. problems Very Helpful and understanding Wonderful Nurses Always happy with the Nursing staff, I've never had to wait longer than 5 minutes Quick and Simple Love them all! 15

16 COMMENTS REGARDING THE AUTOMATED APPOINTMENT BOOKING SYSTEM The automated telephone system has improved the contact process massively Generally quite happy with system I very much like to speak to a person I find it more personal to use the phone line I couldn t book for a GP only a nurse Tried using this system and could not make an appointment using this method Easier to phone I don t think you can use it if you are not seeing your registered GP Haven't found it necessary Feel more confident that appointment is booked t used as force of habit to pop in Difficult to book into nurses clinic Can't book with my own doctor 16

17 ACTIONS As a result of this survey we will take the following actions:- Actions to be undertaken by the Practice We will provide a text service to remind patients of their appointment booking this year. This was an action set last year but we found that a lot of our mobile numbers were out of date. We are continuing to update the numbers and The Operations Manager will endeavour to offer this service in October The Operations Manager will continue to improve the menu for the automated telephone booking system, which was updated following last years survey. There is still uncertainty from patients as to its capabilities. You can use it to book Nurse Clinics and to see a GP other than your usual GP. You can also use it to book an emergency and it is open 24 hrs a day. Some patients expressed concern that they have to wait too long to see their usual doctor. The Practice acknowledges that this is very important to all patients and the GP Appointment Lead along with the Operations Manager will continue to monitor carefully the number of regular appointment slots with each doctor to ensure this type of appointment is maximised. However, not every doctor is in surgery every day. The opening times of the practice will be clearly displayed to let patients know what extended opening times are already available. This action will be completed by the Operations Manager in the next month. We will provide a clock for the waiting room as this was a suggestion from this survey and also from the Patient Group. The Operations Manager will complete this action within the next month. The Operations Manager will review the number of reception staff in attendance at the desk at anyone time. This action will be completed with the next month. We are keen to introduce background music to our waiting room to assist with confidentiality. The survey revealed that 58% responses thought this was not a good idea. We will not introduce music at this time but the Business Manager will revisit this suggestion in the future. Following our survey 2011/2012 we introduced a Newsletter. Only 13% of the patients surveyed read the Newsletter. We need to make future Newsletters more accessible to our patients. The Patient Group with the Operations Manager will continue to produce the Newsletter and the route for distribution. There will be three newsletters a year. 17

18 We were very impressed with the feedback regarding the courteousness of both our staff and GPs. twithstanding this, we wish to continually improve on this score to attain a 100% result. CONCLUSION Some patients ticked the box where they would like to be added to the Virtual Group but did not leave their name and address. We value patient s views and if you would like to join the Patient Participation Group or the Patient Reference Group (by ) please let me know by ing: and we will respond to your We have appointed a designated prescription clerk who will commenced on the 1 st May. This has helped with the processing of prescriptions in a timely and consistent manner. I note from the survey that patients would like to be able to pick up their prescriptions on a Saturday. You can do this by requesting a designated chemist to collect your prescription which you could collect from them at the weekend. We have improved the automated appointment booking line to accommodate the fasting blood test appointments as requested. We further envisage that the outcome from this report will add value to what we are already doing. 18

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