Patient Satisfaction Survey Results Report 2013/2014

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1 Patient Satisfaction Survey Results Report 2013/2014 WHEN DID THE PRACTICE CONVENE ITS PPG? Our Group was established in Notices inviting patients to attend meetings are displayed in the waiting rooms and are advertised in our quarterly newsletter. Reception staff and GPs also try to recruit patients direct to join the PPG. The Group now has eight members and we welcome any new members. PRACTICE DEMOGRAPHICS Male Female Our practice population is made up of mainly White British or Mixed British (approximately 43%), with a steadily increasing diverse range of nationalities/ethnicities. The Practice has just over 6700 patients. DESCRIPTION OF THE GROUP PROFILE At present the group is made up of seven white British patients and one black African patient. The patients are all aged 50+ and consist of both males and females. We would very much welcome new members to the group from different ethnicities/age groups. The main groups that are not being represented are males and females under 50 and different ethnicities. One of our members is a local Councillor and through his Council work/meetings continues to try and recruit practice patients from different ethnic/age groups. To try and recruit younger patients, our Practice Nurses inform parents about the Group when they attend Immunisations Clinics with their children. Reception staff and GPs also try to speak to patients from all ethnic groups to try and encourage them to join the Group. AGREED ISSUES WHICH ARE A PRIORITY IN THE LOCAL PRACTICE SURVEY The format of the practice survey was discussed with the Group at the quarterly meeting and it was agreed that the format would remain the same as the previous years with the exception of an additional question asking patients whether they were aware of the Practice s on-line services. Priority areas identified were:- o Ability to book appointments

2 o Satisfaction of patients overall experience with GP/Nurse The Group agreed to the survey containing all set questions rather than any open questions - the survey would then be easier for the patients to fill in and for the results to be analysed giving the Practice a clearer understanding of what improvements are needed to provide a better service. SURVEY The Practice Survey took place between November 2013 February The Patient Questionnaire (which included equality monitoring questions) was distributed to patients at random in the waiting rooms by members of reception staff and four members from the Patient Participation Group (wearing identity badges) who also spoke to patients about the Group, making as many patients as possible aware of the Group s existence. Patients who could not complete the questionnaire on their own were helped by the Group members. A notice was displayed in the waiting room informing our patients that the Patient Questionnaire was being carried out and that patients from the Group would be conducting this. The members of the Group made the patients completing the questionnaires aware of how the data would be used and why, that the information collected would be confidential and that the form should only take approximately 5 minutes to complete. Patients were also informed where the results would be available e.g. the website and displayed in the waiting room by the end of March Once patient views and the ethnic survey were analysed by the Practice they were distributed at the Patient Participation Group meeting on the 13 th March SURVEY RESULTS Q.1-12 satisfaction Phone access, booking appointments, helpfulness of receptionist, overall Good to Excellent 86.89% Poor 13.11% Q.13 GP consultation experience Good to Very Good 85.80% Neither Good nor Poor 11.40% Poor to Very Poor 2.75% Doesn t Apply 0.05% Q.14 Confidence and Trust in GP Yes 62.42% Yes to some extents 26.17% No 7.72 % Don t know 3.69%

3 Q.15 Nurse consultation experience Good to Very Good 90.00% Neither Good nor Poor 5.61% Poor to Very Poor 0.74% Doesn t Apply 3.65% Q.16 Has discussion with GP/Nurse improved how you manage your health problems? Yes 48.44% Yes to some extent 44.29% No 5.54% Don t know 1.73% PATIENT SATISFACTION SURVEY EQUALITY SUMMARY REPORT The survey was conducted in a form of structured non-disguised questionnaires handed to a random group of 150 patients for each site (total 300) before and after their appointments in the surgery with either a GP or Nurse. PATIENTS THAT PARTICIPATED IN THE SURVEY WHERE FROM THE FOLLOWING GROUPS:- AGE Under % % % % % % % 85 and % over 1.38% British 67.00% Any other White 3.86% White and Black 1.75% Caribbean White and Black 0.70% African White and Asian 1.75% Indian 9.47% Pakistani 2.81% Any other Asian 0.35% Caribbean 3.50% African 5.61% Any other Black 1.10% Chinese 0.70% ETHNICITY

4 Any other Ethnic group 1.40% Male 35% Female 65% GENDER SUMMARY OF THE VIEWS OF THE GROUP The Group s views were sought at the meeting on the 13 th March At the meeting each section of questions were discussed and the Group considered the responses to be positive. It was noted that with regard to question 15 (Nurse consultation experience) there had been a slight increase on last year s results for the second year running 90% of patients rated their experience as good to very good. However, it was noted that with regard to questions 1-12 (Phone access, booking appointments, helpfulness of receptionist, overall satisfaction) and question 13 (GP consultation experience) there had been a slight drop on last year s results. In relation to questions 1-12, the Group felt that this slight decrease in patient satisfaction was probably caused by the high demand for appointments and patients not always being able to see a doctor of their preference. The matter was discussed and the Group was informed by the Practice Manager that the Practice had already taken steps to increase appointment availability across both sites as a direct result of the findings of the survey. It was noted that 96% of patients rated the helpfulness of receptionists as good to excellent and the Group felt that this was a true reflection, as they agreed that the reception staff were always helpful. In relation to question 13, the Group felt that this slight decrease in patient satisfaction was probably due to the senior partner retiring and patients having to adjust to a new younger General Practitioner. Overall, the Group felt that the results of the questionnaire gave evidence to show that the practice was still doing well in meeting patients health needs. In summary, the Group were happy with the overall results. It was agreed that the Group would review the questions in the questionnaire for 2014/2015 again at a later meeting. It was agreed that the structure of the survey was user friendly closed questions were much better than open questions. ACTION PLAN Action Required Period of Time To Implement Action Achieved 1. Practice to increase number of daily appointments available. 1 month March 2014

5 2. Further questions would be helpful in the next year s Questionnaire:- (i) Are you aware you can register with the Practice to book appointments and order repeat prescriptions on-line? 3. Publicise Patient Satisfaction Survey Report on the practice website and on the Notice Board in the waiting room. 12 months 1 month March 2014 Practice Core Opening Hours Baxters Close Site Monday-Friday 8.00am 6.30pm Astill Lodge Site Monday-Friday 8.00am-12.30pm 3.00pm-6.30pm (except Thursday when closed) Method of obtaining access to services:- By telephone, on-line or attending the surgery. Extended Hours Access Baxters Close Site Dr D.S. Virdee Tuesday, Wednesday and Friday Dr M.S. Bandrapalli Tuesday, Wednesday and Thursday 7.00am-8.00am Wednesday Astill Lodge Site Dr D.S. Virdee Monday

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