Putnoe Medical Centre Patient Survey Report and Action Plan

Transcription

1 Putnoe Medical Centre Patient Survey Report and Action Plan 2013/2014 This report summarises the Results and Action Plan for this year s Patient Satisfaction Survey. Patient Representation Group The Patient Representation Group was established in 2011 and the 184 members profile was very similar to the overall practice population. (The full breakdown of the PRG profile is available in the 2011/12 Report). However, to ensure we captured input from as many sources as possible the survey was designed with input from our Patient Participation Group, via written feedback from patients attending the Practice and our Comment Cards. We included some of the topics suggested by our patients in previous years to provide year-onyear comparisons. The Survey Questionnaire was sent to members of the Patient Representation Group and it was also made available to all patients attending the Practice during October December 2013, as well as all patients attending the two Flu clinics during October. Posters were displayed in the practice encouraging completion of the survey and this year we also ran an on-line version which was available through our Practice website. Participation was also encouraged on patients repeat prescriptions. Results A total of 235 responses were received. This is a marked improvement on last year when only 158 were received and the previous year only 79. (See full results in Appendix 1). Only 17% of respondents said they rarely used the Practice. It is pleasing to note that both the number of responses and overall satisfaction has increased. Key Findings a. Overall Satisfaction 84% rated the Practice Excellent or Good which is an improvement on last year (73%). Whilst many patients were not happy with some aspects of the Surgery their overall rating of the practice was high. Overall rating of Practice responses 13/14 responses 12/13 responses 11/12 Excellent 39% 25% 19% Good 45% 48% 73% Satisfactory 11% 20% 8% Poor 5% 7% 0% 1

2 Overall satisfaction with Practice Poor Satisfactory Good 2011/ / /14 Excellent 0% 10% 20% 30% 40% 50% 60% 70% 80% b. Telephones It is pleasing to note that patient satisfaction has improved since we made changes to our telephone opening times and no longer close over the lunch period. We also introduced a 3 rd receptionist to help answer calls throughout the day, The calls waiting longer to be answered are usually first thing in the morning which is our busiest time. Perceived time to answer telephone calls responses 13/14 responses 12/13 responses 11/ minute 17% 6% 0% 2-5 minutes 63% 50% 33% 6-10 minutes 16% 27% 8% >10 minutes 4% 17% 59% Perceived time to answer telephone calls >10 minutes 6-10 minutes 2-5 minutes 2011/ / / minute 0% 20% 40% 60% 80% 2

3 c. Reception Staff 98% of our respondents felt our Receptionists do their best to help them. d. Clinical Care Patients continue to be happy overall with the care provided by our GPs. Satisfaction about being involved in their care and the GP listening to them remains at over 80%. 88s did not find it difficult to get an appointment with the GP of their choice within a week. e. Practice Nurses There is rarely a problem obtaining an appointment with a Practice Nurse and 94% reported they are always or often happy with the care provided. f. Walk in Centre Not all patients had used the Walk In Centre but 165 respondents gave us very positive feedback about this service. Patient satisfaction is higher this year. (These responses are from Putnoe patients only.) Were patients happy with the care provided by the Walk in Centre? responses 13/14 responses 12/13 responses 11/12 Yes 83% 80% 86% Partly 13% 10% 14% No 4% 10% 0% Satisfaction with Walk In Centre 2011/ /13 No Partly Yes 2013/14 0% 20% 40% 60% 80% 100% 3

4 g. Likely to Recommend to a Friend or Family 81% of respondents said they were Extremely Likely or Likely to recommend our Practice to others. Summary of Comments Positive comments about the Practice Number of comments Happy with the care provided by our GP s & Nurses The Practice has improved 3 Happiness overall with the Practice 27 Nothing to be improved 3 General friendliness of staff 8 Walk in Centre is a good service 6 5 Improvements patients would like to Number of comments see Improve the car park (more and bigger 6 spaces) Continuity of care/see the same GP 18 Time management/appointments to run 4 on time Book/cancel appointments online 11 Waiting room improvements 18 Doctors to call out more loudly 3 Improve time taken to answer calls 5 Bring back the blood pressure machine 4 To improve the attention and care given 9 by GP Change the music in the waiting area 5 More GP appointments available 19 Action Plan The results were discussed with the Patient Participation Group in February 2014 who were very pleased with the results and once again noted improvement in patient satisfaction. The strong themes that emerged from the survey results were used to develop the draft Action Plan with them and to their satisfaction. The draft Action Plan was also sent to the PRG members for comment. The summary of the Survey Report and Action Plan will be made available in the Waiting Room and advertised on the Waiting Room TV Screen. This Report will be made available on the Practice s Website and also available at Reception. 4

5 We look forward to sharing the results and Action Plan with our staff at the Practice s Educational Meeting in April. Confirmation of our opening times Our opening times were not identified as a problem. This is not surprising as the Practice is open from 8am-7pm Monday to Friday and the Walk In Centre is open 8am-6.30pm every day of the year for registered and non- registered patients. 5

6 Putnoe Medical Centre Patient Satisfaction Survey Action Plan and Progress To Date You said We did Status as of March 2014 Allow appointments to be booked online You would like continuity with one GP You want the Waiting Room to be improved 90s are happy with the service of the Reception Team You would like new music for the Waiting Room 15% of you said your appointment is rarely on time but were usually happy to accept this if you also got the time and care you needed. You want the blood pressure machine returned Set up on line booking service from February Over 600 patients have already registered for on-line prescriptions which also gives access to on-line appointments. Continue to maintain same GPs again this year wherever possible. We will be introducing a named GP for patients over 75 years next year. Our appointments are open for the next 4 weeks to enable forward planning and booking with your GP of choice. Replaced the carpets with vinyl flooring in December 2013 Plan to refurbish all fabric chairs in Waiting Room in An on-duty cleaner continues to clean all public areas at lunchtime as well as the end of the day. Continue to strive to provide high quality care by staff that care about our patients, are appropriately recruited, trained and remain motivated. Feedback on what patients want to listen to makes it very difficult to meet everyone s needs. We will add more instrumental music to our selection. We monitor and ensure that our GPs start their first appointments on time. They endeavour to keep to time but some patients unexpectedly need more than the allocated 10 minutes. Longer appointments are made when we know that is what will be required. We ask our Reception Staff to keep patients informed when a doctor is running late. Our GPs would prefer you to have your blood pressure checked by our Health Care Assistant (please make an appointment via Reception) or ask to have it done when you see a nurse or GP. Up and running with patients continuing to register for use. Planned for June 2014 Completed Completed Completed You would like our receptionist to give an indication of how long the Walk In Centre waiting time will be If you are over 45 yrs please come for a blood pressure check at least every 5 years. The nurse or GP will advise you on how frequent your blood pressure should be monitored. Our staff endeavour to do this but this can be overlooked when they are busy booking patients in. We will continue to try to keep patients informed. The majority of patients wait less than one hour except sometimes during the busiest periods of early morning and late afternoon. 6

7 Appendix 1 Putnoe Medical Centre Patient Survey Results 2013/2014 Total number of responses was 235 but not all respondents answered the entire survey or found some questions not applicable. The results below show the % responses for each question answered. Answer choices Responses Frequently 37% Occasionally 46% Rarely 17% Always 66% Often 24% Sometimes 8% Rarely 2% 7

8 Always 6% Often 44% Sometimes 35% Rarely 15% 0-1 minute 17% 2-5 minutes 63% 6-10 minutes 16% >10 minutes 4% Always 13% Often 34% Sometimes 41% Not at all 12% 8

9 Always 53% Often 30% Sometimes 14% Not at all 3% Always 55% Often 26% Sometimes 15% Not at all 4% Always 58% Often 29% Sometimes 10% Not at all 3% 9

10 Always 75% Often 19% Sometimes 5% Not at all 1% Always 53% Often 25% Sometimes 16% Not at all 6% 10

11 Always 55% Often 28% Sometimes 11% Not at all 6% Yes 83% Partly 13% No 4% 11

12 Excellent 39% Good 45% Satisfactory 11% Poor 5% Extremely likely 47% Likely 34% Neither likely nor 13% unlikely Not at all 5% Don t know 1% 12