Prices Mill Surgery. Patient Satisfaction Survey. Results

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1 2014 Prices Mill Surgery Patient Satisfaction Survey Results

2 Prices Mill Surgery Patient Satisfaction Survey Results 2014 Contents s Contents P1 Survey Results s Overview of survey Patient demographics Results by question by percentage of responses Results by question by number of responses Patient comments P2 P2 P3 P6 P8 Supporting Information n 2013 Action Plan P14 Sample of Patient Survey Questions P15 1

3 Prices Mill Surgery Patient Satisfaction Survey Results 2014 Introduction For the 2014 patient satisfaction survey, an electronic survey was chosen for Prices Mill Surgery. The 2014 Patient Satisfaction Survey was sent to 1250 registered patients via . These patients were asked to complete a survey by following a link to a questionnaire. Results were submitted electronically and analysed by Survey Monkey. Following the last survey carried out In 2013, the results were discussed with the Patient Participation Group, areas for improvement were identified and an action plan was agreed (see Appendix I). This year, nine questions from the 2013 survey were chosen that most closely related to the areas where improvements were targeted. The aim was to provide an indication of what impact the delivery of the action plan had made on the level of patient satisfaction in these areas. Whilst different collection methods for the two surveys were used, the results provide an indication of the impact of the changes made. A list of the questions asked in our 2014 Survey is included in Appendix II. Respondents Demographics Male 44% Female 52% Under 25 2% % % Patient Satisfaction Rating Good, Very Good or Excellent % Change Q1 Your level of satisfaction with the Practice s opening hours 90% 86% +4% Q2 Ease of contacting the Practice by telephone 82% 67% +15% Q3 Satisfaction with the day and time arranged for your appointment 82% 79% +3% Q4 Chances of seeing a doctor/nurse within 48 hours 63% 44% +19% Q5 Chances of seeing a doctor/nurse of choice 69% 58% +11% Q6 Opportunity of speaking to a doctor/nurse on the telephone if 80% 82% - 2% necessary Q7 Length of time waiting in the Practice for your appointment 66% 60% +6% Q8 The manner in which you were treated by reception staff 94% 95% - 1% 2

4 Prices Mill Surgery Patient Satisfaction Survey Results

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7 Prices Mill Surgery Patient Satisfaction Survey Results 2014 Q1 Your Level of Satisfaction with the Practice's Opening Hours. Answer Options Percent Count Excellent 17.5% 36 Very Good 42.2% 87 Good 30.1% 62 Fair 9.2% 19 Poor 1.0% 2 Answered question 206 Skipped question 0 Q2 Ease of Contacting the Practice by Telephone Answer Options Percent Count Excellent 13.8% 28 Very Good 36.9% 75 Good 31.5% 64 Fair 15.3% 31 Poor 2.5% 5 Answered question Skipped question Q3 Satisfaction with the Day and Time Arranged for Your Appointment Answer Options Percent Count Excellent 23.4% 48 Very Good 32.7% 67 Good 26.3% 54 Fair 11.7% 24 Poor 5.9% 12 Answered question 205 Skipped question 1 6

8 Q4 Chances of Seeing a Doctor/Nurse Within 48 Hours Answer Options Percent Count Excellent 12.0% 23 Very Good 24.0% 46 Good 26.6% 51 Fair 22.9% 44 Poor 14.6% 28 Answered question Skipped question Q5 Chances of Seeing the Doctor/Nurse of Choice Answer Options Percent Count Excellent 9.9% 20 Very Good 25.1% 51 Good 34.0% 69 Fair 21.2% 43 Poor 9.9% 20 Answered question Skipped question Q6 Opportunity of Speaking to a Doctor/Nurse on the Telephone if Necessary Answer Options Percent Count Excellent 16.0% 30 Very Good 31.6% 59 Good 32.6% 61 Fair 17.1% 32 Poor 2.7% 5 Answered question Skipped question Q7 Length of Time Waiting in the Practice for Your Appointment Answer Options 7 Percent Count Excellent 10.2% 21 Very Good 20.0% 41 Good 35.6% 73 Fair 25.4% 52 Poor 8.8% 18 Answered question Skipped question 205 1

9 Q8 The Manner in Which You Were Treated by Reception Staff Answer Options Percent Count Excellent 36.8% 75 Very Good 35.3% 72 Good 21.6% 44 Fair 5.4% 11 Poor 1.0% 2 Answered question Skipped question Q9 Any Comments About How the Practice Could Improve its Service All written patient comments have been included in their entirety but details which could identify a specific patient have been removed to ensure anonymity. If you need to see a Dr soon you need to phone as you can't do it on line for the same day. I generally had to spend more minutes in the waiting room than with doctors and nurses but it is rather dark and gloomy, and dated magazines and NHS leaflets are carelessly piled up here and there. I hope you can change the waiting room a bit brighter, friendlier and less messy if it's possible. Have just registered with booking on line - will keep you posted I dropped off something to be signed and promptly left the country for a month! Claire kindly wrote 2 times, telephoned my mobile twice to no avail. A text or an would have been easier, cheaper and for me personally a lot more effective. It may be worth considering asking patients how they prefer to be contacted as many of us are iphone dependent and communicate almost exclusively through electronic media. I transferred from Romney House, Tetbury surgery after 'my' Dr retired & didn't like the continuing service. So far your service has been good to excellent & doesn't need changing. Tricky one to answer Practice ability to CONFIRM on line that requests for repeat prescriptions have been actioned and are ready to collect. 1. Would love to see after hours times. 2. Would like to be able to book appointments for my children using the online booking system (currently only one log on per patient) 3. Would like reception staff to not ask medical questions when booking an appointment. Preferring them to ask whether the appointment could be with the nurse or doctor. Can sometimes feel like gatekeeping. Waiting can be accepted but not if not informed of delay but not when you have a sick child waiting 45 mins. Easier to see own Doctor at a shorter time than at present 8

10 Update your database so the check- in computer works I find it difficult to choose between urgent and non- urgent e.g. a suspicious skin lesion?bcc, it does not need to be seen that day but a process of referral etc. should be started. I have never tried to speak to a doctor on the phone. Therefore not answered. Booked an appointment 2 weeks ago to see Dr Booker for 9.30 on the 13/03/14. Went down, they had no appointment down for me. I am not very happy. Some way to inform patients waiting to see doctor if he/she is running late and how late. Appointments to be available within 5 days for your own doctor Weekend opening times. Open until 7pm during week. As a relatively new patient I am delighted with the treatment I have received. The older receptionists need to be more closely supervised - their attitude to the patients is not good. Sorry! I wanted to book a nurse appointment on line recently but couldn't and I was told this was not available when I called the surgery. Being able to do this on line would be a great step forward. Shorter period between making an appointment and seeing doctor Online booking of doctor appointments works very well. Could this be extended to nurse appointments? There don't seem to be pro- active health checks for over 65s. Could this be improved? It makes a nonsense of an online service if you then send a letter detailing the change or cancelling of an appointment. This should be notified as an . Although it doesn't matter to me because I am part retired, I was surprised to see the surgery closed on Saturday morning at 11am. Most people work full time and are busy when they get home from work. I would have thought opening on a Saturday morning was vital in providing a good service. No comments Show on notice board in waiting room how late a GP is running if over 15 minutes. Some appointment slots need more time. I rang for a home visit for my husband who was barely able to get out of bed. My daughter rang again. Dr B rang almost 3 hours after first call. I had to call 999. This could have been avoided if I could have spoken to a Dr within an hour. Telephone service a bit frustrating at busy times. The instructions for booking an appointment online aren't very clear. Better seating arrangements in waiting room. Some nurses need to read up patient history at time of appointment 9

11 It would be very useful to me to be able to book an appointment with a nurse, as I have to have regular blood tests. Very good service and staff are always very friendly and helpful. Too long waiting when u have appointment I have little baby and 3xtimes we have to wait 45 min more than the time of our appointment. And with 18 months old baby its very hard to wait for that long with full waiting area.!!! They should call you back and change the time of the appointment if the doctor is busy No suggestions Appointments from 8 am. The online service is excellent Reduce waiting times for appointments, both non- urgent and more pressing. I appreciate the early appointments but would like later hours as well (but I don't want individuals working longer hours) No, thanks, everything satisfactory Earlier and later appointments for working patients. My last surgery in Wilts gave me the opportunity to have appointments as early as 8am and as late as 6.30 pm It often requires a wait of up to 2 weeks for a non- urgent appointment. Get more staff perhaps. Weekend opening. I personally feel that there isn't enough doctors and nurses within the practice for the area and amount of people covered. When tests are taken/made an automatic appointment made to discuss results with the doctor Weekend and evening opening hours, not just for those that work but also if your unwell at the weekend as it isn t clear who can help you during those times other than nhs direct Later opening hours and Saturday mornings Having a radio on in the waiting room would be brilliant, as it would prevent the awkward silence there sometimes is. It would also help prevent patients from overhearing conversations had by staff in reception. It would help distract patients from noticing the time they have been waiting. Also, a speaker in the toilet may be helpful as when patients go to the toilet they do not know if their name has been called or not and it may cause some anxiety. I have to say having the computer screen log in upon arrival is a fantastic resource and prevents massive queues and therefore prevents frustration. Mainly the length of time at which I am waiting for my appointment but also a certain receptionist s attitude towards patients. I waited over an hour to see my doctor on one occasion, just to talk to him for 6-7 mins...the receptionist who I can't remember the name of is rude and unsympathetic towards patients who have been waiting and constantly tells us it will be 5-10 mins for me or anyone else waiting to see their doctor. After mins go by, patients tend to become agitated and frustrated (which is understandable) and the receptionist just repeats what she said before without acting upon it or giving any explanation as to why it's taking so long. My appointments usually 10

12 commence between mins after the set time which is just appalling, particularly for the older patients who have serious problems and become increasingly frustrated. It's infuriating to say the least. Please sort this out. Thank you. Could there not be different numbers to ring for the different services instead of having to wait for the recorded options to be offered. Receptionist on one occasion incredibly intrusive as to symptoms of a very personal nature, almost made an official complaint. When bloods are taken it would be good if the practice would contact the patient by (if available) to let the patient know the results are back. At the moment it seems to be by exception, that is, it there is something wrong then the practice will make contact. The pa system for calling patients to the doctor is poor quality Cut delay for connection to a receptionist Need to offer appointments outside patients' normal work hours, also coordinate multiple appointments better e.g. test, results, follow up appt. I think you could have a few doctors on a rota system on a Saturday Open on Saturday mornings I use the on line system for appointments which is more convenient than trying to get through by telephone. Trying to get through by telephone is quite difficult. I am a new patient and "so far, so good!" Trying to make an appointment online is a nightmare. When it works it is good, however actually being able to login as a rare user is terrible. You asked me to have a repeat blood test and then I have to wait over two weeks for an appointment with a nurse, what's that all about? Opening on a Saturday morning. Simplify the website. Have a reverse parking rule (to stop people reversing out of a parking bay into the path of incoming traffic or people walking past). Appreciate that appointments are held back for 'emergencies' however there are some people who go off to the doctor at the drop of a hat. Some others however like myself and my husband rarely visit a doctor and when we do have genuine cause for alarm therefore to be treated with there s an appointment in two weeks seems quite frankly unacceptable and then queries by the receptionist who has no medical training why we feel we justify an appointment. The online appointment system is excellent but the opportunity to get an appointment within a reasonable time lets it down. Weekend/late evening appointments would be helpful. More information for first time parents about common childhood conditions and how they can be treated at home before its necessary to consult a doctor. None Open on Saturdays 11

13 I had to phone several times to get an afternoon appointment for my daughter after school I had to phone after 1pm, which is difficult as I am then at work. When I arrived for the appt it had been booked incorrectly for the next week. After discussing the nature of my daughter s illness with the receptionist I was told to return the following day. There was then further confusion with the prescription for a product which no longer existed, and had to be reissued. About 10 phone calls and 3 visits to the surgery for one simple problem. Not good. Why can't we book appointments for the following day? Practice Manager could test appointments offered by on- line service with those offered by the surgery, to ensure consistency of delivery An address so I could send you requests and or ask for info I have no problems with appointments because I book well in advance, however, I phoned on Monday for an appointment for my son with any doctor for Friday and was told there was nothing and to call on the day. My son does not need an emergency appointment. Unfortunately he works different hours everyday and these hours are changed every week so he cannot know one week in advance when he will be available. I will call on Friday to try and get him his appointment but it does not seem right that a routine should be seen as an emergency. I am puzzled by this. Stay open later in the evenings so that people don't have to take time off work. Have times for emergency appts without referring people back to hospital making unnecessary journeys. Automated reception machine is impersonal and seems to go wrong quite a lot, would generally prefer to speak to a receptionist on arrival. Receptionists are very nice when they speak to me. I am shocked how long I had to wait until an available appointment with Dr of my choice. Am considering moving to another surgery if things don't approve. Doctors need to actually come to work - i.e. a 40- hour week like the rest of us! Just an observation on the questionnaire - some questions relate to services of which I have no experience or knowledge - I have given these a 'Good' i.e. in the middle when really a 'don't know' would be more appropriate. A lot of issues with prescriptions being incorrect between pharmacy and practice. This needs looking at because the system doesn't work well. With the automated system, there is an issue in replying to item 8. Also, in terms of mental measurement, fair and very good are not equal distance alternatives for response pattern. Your survey will automatically skew towards the positive end of the scale... this is a confound. I would like to be able to book appointments online to see a nurse Lady behind reception desk was chewing gum which I thought very unprofessional. I have not yet asked for a same day appointment, so don t know how easy it would be Fairly new to the surgery, so some of the questions I have not been able to comment on. Water machine in waiting room please, and more leaflets on different ailments. Thank you 12

14 You have all been very kind to me in recent months. I have been able to get an appointment in a matter of hours or even been able to speak to someone when I just dropped in. Thank you! Time keeping of doctors Sometimes appointments running very late but typically do not mind as Dr provides you with all the time you need. Issues at times with collecting prescriptions ordered online, request has not gone through or not been actioned but receptionists typically try and sort there and then Open on Saturday mornings I feel lucky to have the services offered by the surgery when one hears of that which is given in other parts of the country Question 4. Booking doctor is fine - have not needed emergency appt so can't comment on that. But why more than a week's wait to have bloods taken? It is already very good indeed. My on line appointment booking software has failed. My last appointment was at Why did I have to wait until 9.20 to be seen? This is not an uncommon problem. My appointments are always at least 15min late. The website gives only a tel and a fax number. it would be much more convenient for me to be able to contact via Extend computer bookings to include staff other than doctors Obtaining an appointment within a reasonable timescale, say within 48hrs or less. Longer surgery hours, and a nominated doctor/nurse to take responsibility of the patient's need e.g. hospital letters actually read and acted on. Thank you to all patients who took part in the survey. The feedback received is being used to help us to continue to improve the services we provide. 13

15 Appendix I Prices Mill Patient Participation Group (PPG) 2013 Patient Survey Review Overview The PPG remains active and engaged and the relationship is valued by both parties. We would like to build on the good progress made so far by encouraging increased PPG membership. In particular we would like to attract members from the younger age groups to better reflect the population profile of the practice. There have been a number of initiatives in the past and a further campaign is to be introduced in the New Year with lots of ideas contributed by the group. The Practice Manager presented a summary of the 2013 patient satisfaction survey report to the PPG and made copies available. Results are also available on the practice website. Key areas for action were identified and the findings were discussed at the PPG meeting. The following action plan was agreed. Joint PPG / Prices Mill Surgery 2013 Action Plan Aim and Action Lead Timescale 1 To improve appointment satisfaction and ability to see Practice Manager Ongoing a practitioner within 48 hours To monitor the impact of the new appointment system introduced from 16/09/13 and adjust in response to feedback. 2 To improve patient satisfaction with opening hours To introduce extended weekday hours and a trial period of Saturday morning opening Practice Manager From January To improve comfort of the waiting room To redecorate the waiting and reception area, upgrade the seating in the waiting area and review provision of children s toys 4 To improve information about services To increase the number of patients using the website and subscribing to the online newsletter by increasing awareness of the website To publish a quarterly newsletter to be sent via and to be available at reception and waiting area and on the practice website 5 To improve telephone access To review the telephone system and simplify the message, options and process for patients 6 To continue to develop membership of the PPG Advertising campaign to recruit more members to the PPG, particularly of younger age groups via: Website newsletter Next practice newsletter Waiting areas Local community newsletters Community venues PPG visits to existing community groups e.g. mother and toddler groups Practice Manager with PPG input Practice Manager with PPG input Practice Manager Practice Manager By End March 2014 Start December 2013 By January 2014 To start January

16 PRICES MILL SURGERY PATIENT SATISFACTION SURVEY QUESTIONS 2014 Appendix II 1. Your level of satisfaction with the practice's opening hours! Excellent! Very Good! Good! Fair! Poor 2. Ease of contacting the practice by telephone! Excellent! Very Good! Good! Fair! Poor 3. Satisfaction with the day and time arranged for your appointment! Excellent! Very Good! Good! Fair! Poor 4. Chances of seeing a doctor/nurse within 48 hours! Excellent! Very Good! Good! Fair! Poor 5. Chances of seeing the doctor/nurse of choice! Excellent! Very Good! Good 15

17 ! Fair! Poor 6. Opportunity of speaking to a doctor/nurse on the telephone if necessary! Excellent! Very Good! Good! Fair! Poor 7. Length of time waiting in the practice for your appointment! Excellent! Very Good! Good! Fair! Poor 8. The manner in which you were treated by reception staff! Excellent! Very Good! Good! Fair! Poor 9. Any comments about how this practice could improve its service 10. Are you male or female and how old are you?! Male! Female! Under 25! 25-59!

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