Hall grove Group Practice: Patient survey March Results

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1 1 Hall grove Group Practice: Patient survey March 2012 Forms were given out at reception at both Hall Grove and Parkway. In addition, forms attached to prescriptions. Box on reception desk for completed forms to be placed. Results Total number of forms completed Total returned forms: 258 Last appointment with doctor: 218 Last appointment with a nurse: 40 Satisfaction with last consultation Satisfaction with doctor consultation: Good = 206 Adequate = 12 Poor = 0 Percentage of consultations with a doctor rated as good = 95% Rated as poor = 0% Reasons given for rating consultation as adequate : Doctor was in a hurry; Condition not cured yet; Tried and failed to describe my condition fully; Appointment length too short; I could have had more investigations. Was enough information given/shared decision: Yes = 198 Some, but not enough = 12 No = 4 Percentage of consultations where adequate shared decision making and information was given = 93% No information/sharing at all = 2%

2 2 Satisfaction with a nurse consultation: Good = 34 Adequate = 3 Poor = 0 Percentage rated as good = 92% Percentage rated as poor = 0% Reason given for adequate : Left alone in nurses room with another patients details on the computer. Was enough information given/shared decision making: Yes = 34 Some, but not enough = 3 Poor = 0 Percentage of consultations where adequate shared decision making and information was given = 92% No information/sharing at all = 0% Would patients want to book appointments via our website? Most of the time = 89 Some of the time = 39 Never = 106 Percentage of patients who would use web based appointment booking most or some of the time = 55% Is the repeat prescription ordering system easy to use? Yes = 224 No = 17 Percentage of patients who find the current system easy to use = 93% Where patients aware of the year old health checks? Yes = 61 No = % of patients were not aware of the health checks.

3 3 Comments Comment themes are listed below with some verbatim examples. Happy with service: (total 30 comments) Always been happy with Dr Evison and Dr Benfield. Satisfied with service, keep it up! All receptionists, GPs, nurses are friendly and helpful. Overall very pleased. Excellent reception staff, doctors and nurses. Satisfied with all aspects of care. Make Dr Evison the boss, he is a great asset to this surgery. Reception friendly and helpful. Staff are very cheerful. Reception staff very helpful and friendly. I love my surgery, everyone is very helpful. Nice and clean I love this surgery, always been very supportive. Every one is so helpful. Parkway waiting area very bright and welcoming. Dr Rowe is excellent. Receptionists are polite and helpful. Dr Parry is a brilliant doctor! Always found the nurses particularly good. You are all doing a grand job. Friendly and helpful. Doctors and receptionists are most helpful. Always find people here very helpful. Receptionists generally very helpful. Dr Godfrey is very good. I have always been treated very well. All in all good service. Always being very helpful and polite. Very satisfied with the service. No problems getting an appointment and always had an excellent service. Internet appointment booking: (total 9 comments) Would enable full range of doctors and dates available. Could you put a computer in the reception area to book via internet? Do feel the practice needs to move on a bit and use internet more. Used at previous practice, would welcome it here.

4 4 Continuity of care: (total 10 comments) Difficult to see the same doctor again for an on-going problem. 5 appointments, 5 different doctors. Seeing the same doctor would be nice. Dr Parry is my usual doctor but can never get to see him. Choose the on the day doctor. Unhappy with reception: Sometimes seem inattentive and find patients a nuisance. A cheerful hello would be nice. Queue out the door, only one staff member there. (5 comments) Some staff are pleasant but others can be curt to the point of rudeness. When waiting at reception I appreciate the staff member is busy but a nod and smile to acknowledge I am there would be nice. Reception area: Crowded, difficult to express concerns to staff. Please tidy up Hall Grove, difference to Parkway is immense. Phone system: Please answer phones quicker. (4 comments) Get the automated service working all the time. (8 comments) Can t get through on the phone. (4 comments) Can t book a nurse on the automated system. Appointments: Earlier and later appointments. Waiting room: Taller chairs for people with hip problems. (2 comments) Newsletter informative. Internet based prescription requests: Internet ordering of prescriptions. (4 comments) Test results: More information about blood test results. More willingness by GPs to give copies of blood test results. When calling for test results not always clear whether another appointment is required.

5 5 consultations: Would be very helpful to contact my GP via . Discussion Overall the ratings of consultation satisfaction were very high. There were also a large number of very positive comments about the service provided and specifically about doctors/nurses/reception staff. With over half of all responders wanting to have the option of an internet based appointment booking system this is something we should aim to have in place within the next year. The current repeat prescription system had a high satisfaction rating. Some people commented on implementing an internet based request service. When an internet link with Pharmacists is available we should look into it but this did not seem to rate as a high priority at present. One person made the comment about requests to ask questions rather than calling or making an appointment. A practice address could be used for patients to us questions and prescription requests rather than calling or sending in prescription slips. However, confidentiality guidance currently forbids us from ing back a response. The state of the reception area and problems with only one member of staff at the front desk were a recurrent theme. Following a previous survey in December 2011 plans are being drawn to modernise the Hall Grove reception area. This will include work stations for three reception staff. Two people would like a higher chair in the waiting room. This will be suggested to the partners/manager. Four comments concerned politeness of reception staff. There were also, however, a significant number of comments regarding how helpful and friendly they are. It is likely that problems arise when staff are asked by a patient to do something they do not have the authority to do. More support should be given to staff, for example giving advice when specific problems arise and having a continuity of advice across all doctors. One of the largest themes was the problem patients have with continuity of care, seeing the same doctor each time. A comment suggested having more doctors doing the book on the day surgeries and having the choice to book their doctor for book on the day as well as routine appointments. This problem will be discussed amongst the practice partners to consider other ideas to improve this.

6 6 A massive amount of effort has been put into improving phone answering over the last two years, and it has improved. The automated system has helped although we are still suffering from occasional crashes to the software. Receptions manager Alison Margrove has been monitoring it and has had several discussions with the software company to improve the service they are delivering. A company IT engineer has been out and the system has improved although we are continuing to monitor it. Putting nurses onto the automated system was requested by one patient and will be looked at again. Several patients advised they would like an improvement in the information we give to reception staff to read out regarding blood test results. One person went on to say they would like an easier system for being given their results so that they have more control over their own condition. Printing out results could become a more routine part of the consultation process. Development plans 1. Internet based appointments system. 2. Practice address for queries and prescription requests. 3. Continue development plans for Hall Grove reception area. 4. Support for staff that are faced with difficult scenarios. 5. Improve continuity of care. 6. Continue to try and improve the automated service by reducing down time and put nurse appointments on it. 7. Doctors to improve the comments they put next to blood results. 8. Extend advertising of the year old health checks.

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