# Patient Satisfaction Survey

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1 Patient Satisfaction Survey March 2014 Number of responses = 229 Survey Tool: GPAQ V3 Analysis by Andrew McHugh using Adobe Acrobat Pro and MS Excel 1 of 25

2 Subject Page Front Cover 1 Contents Page 2 Explanatory Notes 3 Red Amber Green Analysis - Refer to explanatory notes page Satisfaction Survey - Numerical Responses per question 6-15 Satisfaction Survey - Percentage Analysis Patient Comments 22-26

3 Patient Satisfaction Survey Horsefair Surgery March 2014 Explanatory Notes Calculation of Satisfaction Rating Satisfaction Ratings were calculated in the following manner Only positive replies are counted. In the example below the 3 Does not apply responses are not included in the total of responses. In the example in Table 1 there are 36 responses but only 33 contain positive information on which to base a satisfaction rating. Rating Score Involving you in decisions about your care Count times rating 5 1 Very good Good Fair Poor Very poor Does not apply 3 36 Table 1 Example of Satisfaction rating Calculation Each response option within the question has a different value the highest value being the best outcome. The maximum possible satisfaction rating would be the highest rating score (in table 1 = 5) multiplied by the number of positive responses (= 33) giving a denominator of 165 The overall satisfaction rating is calculated by adding together the product of all response options and count of response options and dividing by the denominator as shown below in table 2 Total postive replies 33 Maximum Score % satisfaction Score 165 Sum of positive Replies 159 Satisfaction Rating = 96.36% Table 2 3 of 25

6 Q1 Q2 Q3 Q4 Horsefair Surgery GPAQ V3 Patient Satisfaction Survey Numerical REsults March 2014 How helpful do you find the receptionists at your GP practice? 4 Very Helpful % 3 Fairly Helpful % 2 Not very Helpful % 1 Not at all helpful % Don't Know % Total Responses 229 How easy is it to get through to someone at your GP practice on the phone? 4 Very Easy % 3 Fairly Easy % 2 Not very easy % 1 Not at all easy % Don't Know % Haven't tried % Total Responses 224 How easy is it to speak to a doctor or nurse on the phone at your GP practice? 4 Very Easy % 3 Fairly Easy % 2 Not very easy % 1 Not at all easy % Don't Know % Haven't tried % Total Responses 227 If you need to see a GP urgently, can you normally get seen on the same day? Yes % No % Don t know / never needed to % Total Responses 224 Q5 How important is it to you to be able to book appointments ahead of time in your practice? Important % Not Important % Total Responses of 25

7 Horsefair Surgery GPAQ V3 Patient Satisfaction Survey Numerical REsults March 2014 Q6 Q7 Q8 How easy is it to book ahead in your practice? 4 Very Easy % 3 Fairly Easy % 2 Not very easy % 1 Not at all easy % Don't Know % Haven't tried % Total Responses 227 How do you normally book your appointments at your practice? In Person 52 By Phone 219 On Line 1 Doesn't apply 0 Which of the following methods would you prefer to use to book appointments at your practice? In Person 62 By Phone 205 On Line 35 Doesn't apply 1 5 of 25

8 Horsefair Surgery GPAQ V3 Patient Satisfaction Survey Numerical REsults March 2014 Thinking of times when you want to see a particular doctor: Q9 Q10 How quickly do you usually get seen? 3 Same day or next day % days % 1 5 days or more % I don t usually need to be seen quickly % Don t know, never tried % Total Responses 215 How do you rate this? 6 Excellent % 5 Very Good % 4 Good % 3 Fair % 2 Poor % 1 Very Poor % Does Not Apply % Total Responses 214 Thinking of times when you are willing to see any doctor: Q11 Q12 How quickly do you usually get seen? 3 Same day or next day % days % 1 5 days or more % I don t usually need to be seen quickly % Don t know, never tried % Total Responses 214 How do you rate this? 6 Excellent % 5 Very Good % 4 Good % 3 Fair % 2 Poor % 1 Very Poor % Does Not Apply % Total Responses of 25

9 Q13 Horsefair Surgery GPAQ V3 Patient Satisfaction Survey Numerical REsults March 2014 How long did you wait for your consultation to start? 5 Less than 5 minutes % minutes % minutes % minutes % 1 More than 30 minutes % There was no set time for my consultation % Total Responses 209 Q14 How do you rate this? 6 Excellent % 5 Very good % 4 Good % 3 4 Fair % 2 5 Poor % 1 Very poor % Does not apply % Total Responses 210 Q15 Is your GP practice currently open at times that are convenient to you? Yes % No % Don t know % Total Responses of 25

10 Q16 Q17 Horsefair Surgery GPAQ V3 Patient Satisfaction Survey Numerical REsults March 2014 Which of the following additional opening hours would make it easier for you to see or speak to someone? Before 8am % At lunchtime % After 6.30pm % On a Saturday % On a Sunday % None of these 9 options selected 83 Is there a particular GP you usually prefer to see or speak to? Yes % No % There is usually only one doctor in my surgery % Total Responses 212 Q18 How often do you see or speak to the GP you prefer? 4 Always or almost always % 3 A lot of the time % 2 Some of the time % 1 Never or almost never % Not tried at this GP practice % Total Responses of 25

11 Horsefair Surgery GPAQ V3 Patient Satisfaction Survey Numerical REsults March 2014 How good was the last GP you saw at each of the following? If you haven t seen a GP in your practice in the last 6 months, please go to Q19 Q20 Q21 Q22 Q23 Giving you enough time 5 Very good % 4 Good % 3 Fair % 2 Poor % 1 Very poor % Does not apply % 207 Listening to you 5 1 Very good % 4 2 Good % 3 3 Fair % 2 4 Poor % 1 5 Very poor % 6 Does not apply % 207 Explaining tests and treatments 5 1 Very good % 4 2 Good % 3 3 Fair % 2 4 Poor % 1 5 Very poor % 6 Does not apply % 206 Involving you in decisions about your care 5 1 Very good % 4 2 Good % 3 3 Fair % 2 4 Poor % 1 5 Very poor % 6 Does not apply % 205 Treating you with care and concern 5 1 Very good % 4 2 Good % 3 3 Fair % 2 4 Poor % 1 5 Very poor % 6 Does not apply % of 25

12 Q24 Horsefair Surgery GPAQ V3 Patient Satisfaction Survey Numerical REsults March 2014 Did you have confidence and trust in the GP you saw or spoke to? 3 1 Yes, definitely % 2 2 Yes, to some extent % 1 3 No, not at all % 4 Don t know / can t say % 204 How good was the last Nurse you saw at each of the following? If you haven t seen a GP in your practice in the last 6 months, please go to Q25 Q26 Q27 Q28 Giving you enough time 5 1 Very good % 4 2 Good % 3 3 Fair % 2 4 Poor % 1 5 Very poor % 6 Does not apply % 186 Listening to you 5 1 Very good % 4 2 Good % 3 3 Fair % 2 4 Poor % 1 5 Very poor % 6 Does not apply % 181 Explaining tests and treatments 5 1 Very good % 4 2 Good % 3 3 Fair % 2 4 Poor % 1 5 Very poor % 6 Does not apply % 184 Involving you in decisions about your care 5 1 Very good % 4 2 Good % 3 3 Fair % 2 4 Poor % 1 5 Very poor % 6 Does not apply % of 25

13 Horsefair Surgery GPAQ V3 Patient Satisfaction Survey Numerical REsults March 2014 Q29 Q30 Treating you with care and concern 5 1 Very good % 4 2 Good % 3 3 Fair % 2 4 Poor % 1 5 Very poor % 6 Does not apply % 181 Did you have confidence and trust inthe nurse you saw or spoke to? 3 1 Yes, definitely % 2 2 Yes, to some extent % 1 3 No, not at all % 4 Don t know / can t say % 182 About care from your doctors and nurses Thinking about the care you get from your doctors and nurses overall, how well does the practice help you to Q31 Q32 Q33 Understand your health problems? 3 Very well % 2 Unsure % 1 Not very well % Does not apply % 218 Cope with your health problems 3 1 Very well % 2 2 Unsure % 1 3 Not very well % 4 Does not apply % 217 Keep yourself healthy 3 1 Very well % 2 2 Unsure % 1 3 Not very well % 4 Does not apply % of 25

14 Q34 Horsefair Surgery GPAQ V3 Patient Satisfaction Survey Numerical REsults March 2014 Overall, how would you describe your experience of your GP surgery? 6 Excellent % 5 Very good % 4 Good % 3 Fair % 2 Poor % 1 Very poor % 212 Q35 Would you recommend your GP surgery to someone who has just moved to your local area? 4 Yes, definitely % 3 Yes, probably % 2 No, probably not % 1 No, definitely not % Don t know % of 25

15 Horsefair Surgery GPAQ V3 Patient Satisfaction Survey Numerical REsults March 2014 It will help us to understand your answers if you could tell us a little about yours Q36 Are you? Male % Female % 218 Q37 How old are you? Under % 16 to % 45 to % 65 to % 75 or over % 217 Q38 Do you have a long standing health condition? Yes % No % Don t know / can t say % 209 Q39 What is your ethnic group? White % Black or Black British % Asian or Asian British % Mixed % Chinese % Other ethnic group % 216 Q40 Which of the following best describes you? Employed / Self Employed % Unemployed / looking for work % At school or in full time education % Unable to work due to long term sickness % Looking after your home/family % Retired from paid work % Other % 215 Finally, please add any other comments you would like to make about your GP practice: 13 of 25

17 Horsefair Surgery GPAQ v3 Analysis March 2014 Q7 Q8 In Person By Phone On Line Doesn't apply How do you normally book your appointments at your practice? In Person By Phone On Line Doesn't apply Which of the following methods would you prefer to use to book appointments at your practice? Same day or next day 2-4 days 5 days or more I don t usually need to be seen quickly Q9 How quickly do you usually get seen? 31.63% 44.19% 16.28% 6.05% 72.22% Excellent Very Good Good Fair Poor Very Poor Does Not Apply Q10 How do you rate this? 32.24% 33.64% 12.15% 13.55% 4.67% 0.47% 3.27% Same day or next day 2-4 days 5 days or more I don t usually need to be seen quickly Don t know, never tried Q11 How quickly do you usually get seen? 69.63% 22.43% 1.87% 1.40% 4.67% Excellent Very Good Good Fair Poor Very Poor Does Not Apply Q12 How do you rate this? 49.52% 29.52% 9.05% 5.71% 1.90% 0.00% 4.29% 15 of 25

18 Horsefair Surgery GPAQ v3 Analysis March 2014 Less than 5 minutes minutes minutes More than 30 minutes There was no set time for my consultation 5 10 minutes How long did you wait for your consultation to start? 24.88% 48.33% 18.18% 5.74% 2.87% 0.00% Q13 Does Not Excellent Very Good Good Fair Poor Very Poor Apply Q14 How do you rate this? 37.14% 22.86% 20.95% 14.76% 2.86% 0.95% 0.48% Yes No Don t know Is your GP practice currently open at times Q15 that are convenient to you? 93.36% 3.79% 2.84% Q16 Q17 Q18 Before 8am At lunchtime After 6.30pm On a Saturday On a Sunday Which of the following additional opening hours would make it easier for you to see or speak to someone? 14.46% 18.07% 10.84% 43.37% 13.25% There is usually only one Yes No doctor in my surgery Is there a particular GP you usually prefer to see or speak to? 79.72% 20.28% 0.00% Always or almost always A lot of the time Some of the time Never or almost never Not tried at this GP practice How often do you see or speak to the GP you prefer? 55.63% 28.13% 13.75% 2.50% 0.00% 16 of 25

19 Horsefair Surgery GPAQ v3 Analysis March 2014 How good was the last GP you saw at each of the following? If you haven t seen a GP in your practice in the last 6 months, please go to Q25 Very good Good Fair Poor Very poor Does not apply Q19 Giving you enough time 79.23% 15.94% 3.38% 0.48% 0.97% 0.00% Q20 Listening to you 84.54% 14.01% 0.97% 0.00% 0.48% 0.00% Q21 Explaining tests and treatments 78.16% 17.48% 1.94% 0.00% 0.49% 1.94% Q22 Involving you in decisions about your care 76.59% 14.63% 3.41% 1.46% 0.00% 3.90% Q23 Treating you with care and concern 80.98% 15.61% 2.93% 0.00% 0.49% 0.00% Q24 Did you have confidence and trust in the GP you saw or spoke to? 89.22% 9.80% 0.98% 0.00% 0.00% 0.00% How good was the last Nurse you saw at each of the following? If you haven t seen a GP in your practice in the last 6 months, please go to Q25 Very good Good Fair Poor Very poor Does not apply Q25 Giving you enough time 76.88% 21.51% 0.00% 0.00% 0.00% 1.61% Q26 Listening to you 80.66% 16.02% 1.10% 0.00% 0.00% 2.21% Q27 Explaining tests and treatments 76.63% 19.02% 1.09% 0.00% 0.00% 3.26% Q28 Involving you in decisions about your care 70.17% 19.89% 1.10% 0.00% 0.00% 8.84% Q29 Treating you with care and concern 76.80% 19.34% 0.55% 0.00% 0.00% 3.31% Q30 Did you have confidence and trust inthe nurse you saw or spoke to? 90.66% 7.14% 0.00% 2.20% 0.00% 0.00% 17 of 25

21 Horsefair Surgery GPAQ v3 Analysis March 2014 It will help us to understand your answers if you could tell us a little about yourself Male Female Q36 Are you? 25.69% 74.31% Under to to to or over Q37 How old are you? 0.00% 36.87% 30.41% 17.51% 15.21% Yes No Don t know / can t say Q38 Do you have a long-standing health condition? 50.72% 44.50% 4.78% White Black or Black British Asian or Asian British Mixed Chinese Other ethnic group Q39 What is your ethnic group? 96.30% 0.00% 2.78% 0.93% 0.00% 0.00% Unable to Employed / Unemployed / At school or work due to Looking after Self Employed looking for work in full time education long term sickness your home/family Retired from paid work Other Q40 Which of the following best describes you? 51.16% 1.40% 1.40% 3.72% 6.05% 33.02% 3.26% 19 of 25

22 Horsefair Surgery GPAQ V3 Patient Satidfaction Surgery March 2014 Final Comments A very reliable and dependable service Rating Always received first class treatment with a personal touch. Always made to feel comfortable and able to talk. Time given to discuss my issue. Could do with better cooling system in the summer. Nursing team excellent Dr Cherry always gives me the time needed so I feel confident in what he has told me when I leave. I always feel he cares about my concerns and feelings. Best doctor surgery. Dr Cherry has always been our family doctor. I have total trust and confidence with/in him. I am currently pregnant and have received excellent care from him with the problems I have had so far in my pregnancy and will have complete confidence and trust him as my baby's future doctor too. :) Dr Cherry has been my GP for many years. He is approachable, very reassuring and I'm very glad he is my GP. Dr Cherry has been my GP for nearly 30 years and has always been helpful and understanding of all my ailments and those of my family also. Dr Cherry is the most brilliant kind and caring person. Always finds time for all his patients and my family and friends agree he is the best. Dr Cherry is very good for me and my family. He has understood me and my wife's long term medical problems and class him as a friend to us Everyone especially at reception are very kind and helpful Excellent doctor. Excellent service Excellent Service 21 of 25

23 Horsefair Surgery GPAQ V3 Patient Satidfaction Surgery March 2014 Final Comments Excellent service compared to the horroe stories I've heard from other practices Rating Excellent service. We even had a home visit when my husband was very ill. Fantastic doctor - wouldn't be without him. First practice in NHS I have been involved with. - Very good service. For over 30 years Dr Gillies has given my family the best care possible Happy with all aspects. Thank you Have been with this surgery for over forty years. Am very pleased with the treatment I get. Dr Alcock is a very good doctor. Have recently moved from another practice in Banbury - This is an amazingly well organised and efficient surgery - Thank you Helpful, Considerate, Caring and obliging. Thank you Horsefair Surgery has excellent services. You can also make an appointment the day you phone or the next day. I find everyone in the surgery very helpful and have no complaints. I always find Dr Cherry to be the best doctor at my surgery. I have always found him caring and understanding and explains what is wrong with me. I always get to see Dr Cherry and he is always understanding and ready to listen even if I think it sounds silly. A lovely caring doctor. The receptionists are always smiley and kind :) I am always comfortable visiting my GP. She is one of the best I have had. 22 of 25

26 Horsefair Surgery GPAQ V3 Patient Satidfaction Surgery March 2014 Final Comments Getting a appointment within reasonable time seem a problem. Rating -ve Patronising and unsympathetic. My last consultation does not define the surgery. It is one of the better more supporttive surgeries -ve 25 of 25

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