PATIENT PARTICIPATION GROUP SURVEY 2013 PARK VIEW SURGERY

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1 PATIENT PARTICIPATION GROUP SURVEY 2013 PARK VIEW SURGERY Since we started our PPG in 2011 the group has grown from 30 members to 69 members. The surgery still continues to advertise the PPG on the surgery website, on the patient calling system and via posters within the surgery. We informed the PPG and also put mini questionnaires in the waiting room advising that we were planning our next annual survey. To ensure that we asked the right questions in the survey, we requested their thoughts on what are the key priorities when it comes to looking at the services we currently provide in the practice. We asked what they felt were the most important issues which need reviewing e.g. repeat prescription ordering, contacting surgery, appointments, customer service etc The results came back showing two clear priorities that the extended patients and the PPG felt needed further review. These were contacting the surgery and appointment availability. We then devised a suitable survey around those chosen areas. We sent the survey to the entire PPG and received 42 responses back. As a practice we felt that the distribution of the responses we received were fairly representative of our patient population. Our practice population of 5498 is made up of 2910 male and 2588 female. The largest age group is 26 to 64, the same as the PPG results. The charts below show the distribution of patients who completed the survey. Transgender 2% Sex? Female 51% Male 4

2 Age? Under 25 9% Over 65 12% 26 to 64 79% The majority of patients who completed the survey had visited the surgery within the last 6 months as shown in chart below. When did you last visit your GP? Within last 6 months 6-12 Months 12 Months + 11% 5% 84% The survey results were as follows:

3 CONTACTING THE SURGERY QUESTIONS How easy is it to contact the surgery by telephone first thing in the morning? Easy Adequate Difficult 2 6% 2 40% We have recently upgraded our telephone system, do you feel this has made it easier to contact the surgery? Definitely Only slightly t at all 23% 29% 41% Patient Comments regarding the upgraded telephone system: Better excellent I don't like being kept on hold as this can be costly. I'm very pleased as it was sometimes difficult. I look forward to using it if necessary. It seems to do an adequate job. It used to be very difficult to get through to the surgery, even if just to make appointment for annual review. w much better and not having to redial because the line is engaged. More people answering the phone during peak times - it is working well

4 APPOINTMENT AVAILABILITY QUESTIONS Are same day appointments still available if you ring the surgery AFTER 9:00am?? 23% 14% 18% 45% Do you get a choice of appointment time? 13% 11% 34% 42% If an emergency, can you always be seen if you are prepared to wait? 48% 38%

5 Are you able to book an advance appointment, up 2 weeks ahead? 24% 12% 45% 19% Do you get offered a choice of days/times for an advance appointment? 24% 40% 16% 20% Do you get to see the Doctor/ Nurse that you would like to see? 13% 48% 32%

6 Are you able to make a follow-up appointment before leaving the surgery? 25% 43% 25% Make a new booking 2% Seen if you wait 13% What happens if you are late for your appointment? 85% Are there any delays associated with checking at reception on arrival for your appointment? 20% 6% 20% ne 54%

7 Would you be interested in booking appointments online in the future? 12% 88% How easy it is to arrange a home visit? Easy Hard 86% How are the facilities if you require medical attention outside of surgery hours? Good 68% Adequate 16% Poor 9%

8 Patient Comments Caring and always helpful surgery and will always be grateful for the support provided to my mom. I am happy with the service I have received. The only issue I have had with the surgery is when I have on a couple of occasions ordered repeat prescriptions online and they have not registered with the surgery (I have shown up 48 hours after and found they have not been ordered). I'm not sure if this is the surgery's software or my pc (I order from two separate pc's). I am very happy with the service offered. I find it a very efficient and pleasant surgery to use. I think that the doctors and staff at this surgery are second to none. I have lived all over the country during the past 15 years and have never experienced such a professional, caring and friendly Team as those at Park View. I think the surgery is doing an excellent job, I talk to relatives & friends where it appears you need to give 2 weeks' notice to be sick, with this practice, I can always see someone that day, or if i am prepared to wait see a specific person within a few days. I would prefer our own GP's to do our own out of hours surgeries, although I appreciate that our GP's need time off, could it be done on a rota system??? not enough same day appointments, attitude of receptionists are very blunt and not friendly/polite, last thing a sick person wants is someone being snappy and offhand. Often difficult to see the Doctor of your choice unless you are prepared to wait for a longer period of time. Only had out of hours medical assistance once in last few years and seen by Dr Hann at GP centre at RPH for urine infection at a w/e, which I found reassuring as he is my GP. Cannot otherwise comment as thankfully not made use of that service since. Reception staff need to be more courteous and more customer focused. I have my own business and to get appointments is a nightmare. Even if I ring at 8am I cannot get appointments for the end of day. When being given Test Results over the phone I would like to be able to make notes/ask questions i.e. result "values" rather than just being told it's "nothing to worry about" - worrying may be part of why I'm feeling unwell! The results from the survey and a provisional action plan setting out our proposals were published on our website. Patients were also advised that if they wish to add any further comments about the results or the plan that they could contact the surgery. further comments were received, so survey results and final action plan(see below) setting out our proposals was uploaded to our website and on practice notice board.. We will update website when any changes if applicable have been implemented. There are no contractual considerations to the agreed actions.

9 Recommendations/Action Plan We feel that generally patients are mostly happy with the service we provide. Only of patients felt the new telephone system had not helped at all. We are continually reviewing the system and monitoring the call traffic. We recently reduced the prescription line opening time by an hour a day to free up more reception time to answer the main reception line. This seems to be working but we are going to re-advertise via website and notice boards the different ways patients can order their repeat prescriptions rather than ringing the surgery e.g. online. We are also looking into using the electronic prescription service (EPS) when are clinical system is upgraded in June this year. The Electronic Prescription Service enables GPs to send prescriptions electronically to a pharmacy of the patient's choice. This makes the prescribing and dispensing process more efficient and convenient for patients and staff. Also, to reduce the need for a telephone call we will look into an online bookable appointment service when are new system is up and running. We continue to see our patient list size increase and are trying to ensure we maintain an appropriate number of appointments offered. There are a number of ways in which we will try to do this. Verify more patient contact numbers in order to improve text reminder messages to cut down further the DNA's. We introduced sending text messages for appointment reminders, giving the patient the option to cancel their appointment by text. This has helped us to reduce the amount of DNA's and therefore improving the number of appointments available. We are currently undergoing further training and development plans for our nursing and healthcare staff. In order to ensure appointments are with the appropriate person, we are going to update patients of the services we offer at the surgery and who they need to book the appointment with. This should ensure appointments are not used for GP's when a member of the nursing team could have dealt with the problem. Take extra effort to reduce awaiting times by educating the patients and relatives. e.g. avoid unnecessary appointments for coughs and colds etc, which could be dealt with by the pharmacy. The partners and practice staff are appreciative of all those patients who completed the survey and are committed to implementing changes where practical for the good of the entire practice population. Our current opening hours are: Monday Tuesday 8:00am-8:00pm (extended opening hours) 8:00am-6:00pm Wednesday Thursday Friday 8:00am-6:00pm 8:00am-1:00pm 8:00am-6:00pm