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

4 Question Number Results of GPAQ v3 Patient Satisfaction Survey March 2014 Question Text Variance Q1 How helpful do you find the receptionists at your GP practice? 96.40% 95.61% 0.79% Q2 Q3 Q4 Q5 How easy is it to get through to someone at your GP practice on the phone? How easy is it to speak to a doctor or nurse on the phone at your GP practice? If you need to see a GP urgently, can you normally get seen on the same day? How important is it to you to be able to book appointments ahead of time in your practice? 84.26% 82.06% 2.20% 82.95% 79.75% 3.20% 76.79% 73.36% 3.43% Q6 How easy is it to book ahead in your practice? 86.43% 86.02% 0.41% Q7 Q8 How do you normally book your appointments at your practice? Which of the following methods would you prefer to use to book appointments at your practice? Doctor of Choice Q9 How quickly do you usually get seen? 72.22% 70.05% 2.17% Q10 How do you rate this? 79.39% 74.57% 4.82% Any Doctor Q11 How quickly do you usually get seen? 90.71% 86.95% 3.76% Q12 How do you rate this? 87.40% 82.80% 4.60% Q13 How long did you wait for your consultation to start? 77.32% 72.33% 4.99% Q14 How do you rate this? 79.03% 72.78% 6.25% Q15 Q16 Q17 Is your GP practice currently open at times that are convenient to you? Which of the following additional opening hours would make it easier for you to see or speak to someone? Is there a particular GP you usually prefer to see or speak to? Q18 How often do you see or speak to the GP you prefer? 86.38% 81.36% 5.02% GP Consultation Q19 Giving you enough time 94.40% 90.79% 3.61% Q20 Listening to you 96.43% 92.31% 4.12% Q21 Explaining tests and treatments 95.25% 91.82% 3.43%

5 Question Number Results of GPAQ v3 Patient Satisfaction Survey March 2014 Question Text Variance Q22 Involving you in decisions about your care 94.62% 90.01% 4.61% Q23 Treating you with care and concern 95.32% 92.04% 3.28% Q24 Did you have confidence and trust in the GP you saw or spoke to? 96.08% 94.69% 1.39% Nurse Consultation Q25 Giving you enough time 95.63% 93.90% 1.73% Q26 Listening to you 96.27% 94.08% 2.19% Q27 Explaining tests and treatments 95.62% 93.94% 1.68% Q28 Involving you in decisions about your care 95.15% 92.98% 2.17% Q29 Treating you with care and concern 95.77% 94.60% 1.17% Q30 Did you have confidence and trust inthe nurse you saw or spoke to? 97.57% 96.31% 1.26% How well does the practice help you to: Q31 Understand your health problems? 97.98% 96.45% 1.53% Q32 Cope with your health problems 97.48% 95.29% 2.19% Q33 Keep yourself healthy 94.64% 93.73% 0.91% Q34 Q35 Overall, how would you describe your experience of your GP surgery? Would you recommend your GP surgery to someone who has just moved to your local area? 92.06% 88.19% 3.87% 96.16% 94.41% 1.75%

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

16 Horsefair Surgery GPAQ v3 Analysis March 2014 Q1 Q2 Q3 Q4 Not very Helpful Not at all helpful Very Helpful Fairly Helpful Don't Know How helpful do you find the receptionists at your GP practice? 85.59% 14.41% 0.00% 0.00% 0.00% Very Easy Fairly Easy Not very easy Not at all easy Don't Know Haven't tried How easy is it to get through to someone at your GP practice on the phone? 44.64% 49.11% 4.91% 1.34% 0.00% 2.23% Not very Very Easy Fairly Easy easy Not at all easy Don't Know Haven't tried How easy is it to speak to a doctor or nurse on the phone at your GP practice? 29.96% 41.41% 3.96% 0.88% 5.29% 18.50% Don t know / never Yes No needed to If you need to see a GP urgently, can you normally get seen on the same day? 76.79% 10.27% 12.95% Important Not Important Q5 How important is it to you to be able to book appointments ahead of time in your practice? 82.51% 17.49% Very Easy Fairly Easy Not very easy Not at all easy Don't Know Haven't tried Q6 How easy is it to book ahead in your practice? 49.78% 42.73% 4.41% 0.44% 0.44% 2.20% 14 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

20 Horsefair Surgery GPAQ v3 Analysis March 2014 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 Not very Very well Unsure well Does not apply Q31 Understand your health problems? 92.66% 5.96% 0.00% 1.38% Q32 Cope with your health problems 91.24% 5.53% 0.92% 2.30% Q33 Keep yourself healthy 82.69% 10.58% 2.40% 4.33% Q34 Q35 Excellent Very good Good Fair Poor Very poor Overall, how would you describe your experience of your GP surgery? 60.38% 32.08% 7.08% 0.47% 0.00% 0.00% No, Yes, probably No, definitely definitely Yes, probably not not Don t know Would you recommend your GP surgery to someone who has just moved to your local area? 85.58% 13.95% 0.00% 0.47% 0.00% 18 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

24 Horsefair Surgery GPAQ V3 Patient Satidfaction Surgery March 2014 Final Comments I am most pleased with the care and treatment I get from Horsefair Surgery. I count myself lucky to be a patient in your practise. I am old enough to know the value of GOOD. I think your practise is excellent. Ta. Thank you very much. Rating I am very happy with the service.. The surgery is well run. I found Dr Cherry very helpful. He listens and checks everything. I feel reassured after speaking with him and don't feel as though I have been rushed out the door. I have been visiting Horsefair Surgery since birth. Dr Cherry has been an excellent GP to myself and family for the past 29 years. I have every confidence in his care. I have been visiting Horsefair Surgery since birth. Dr Cherry has been an excellent GP to myself and family for the past 29 years. I have every confidence in his care. I have been with Dr Cherry for many years and he has always treated myself and my family excellently I have been with this practice for over 30 years and I have always had excellent service. The doctors are very caring and the admin staff are helpful and considerate. I have used this practice for over 30 years and would not feel happy going anywhere else. I recently raised some concerns I had over a recent problem with my pregnancy & I was very impressed with how this was handled. I think Dr Cherry is the best. He is always there for you and helpful I think I am very fortunate to be registered with this practice and with Dr Cherry I would highly recommend Dr Cherry. He gives me fantastic advice about my health and I feel like he cares about my health and wellbeing. Thank you!!! Dr Cherry is a wonderful doctor :) It is very good. The girls are very helpful. Dr Cherry is not only a doctor but also a friend 23 of 25

25 Horsefair Surgery GPAQ V3 Patient Satidfaction Surgery March 2014 Final Comments My husband and I have always had first class treatment Rating My last visit was excellent. No wait, saw my own doctor who had time for me. Always helpful.. The receptionists got me an appointment straight away today not always the case Only thing that could be added is a play area for children while waiting to be seen. Reception is always bright and helpful, very clean surgery, very prompt, excellent service overall The practice is second to none. The surgery is doing an excellent service. Very comfortable seeing and talking to my doctor about any health issue I have for myself or my children. Very good and helpful and thoughtful towards you. And Dr Cherry is a very good doctor and over the years we have been with him, no problems. Very good at getting appointments quickly and very good at dealing with children Very happy Very pleased with your attention that you give myself and my family. Very well satisfied with the service/treatment we receive. Parking could be better. Thank you A couple of visits to the surgery, the receptionist hasn't followed on information that I have arrived. One being to the midwife and one being to the health visitor. Was waiting a long time. -ve 24 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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