Patient Satisfaction Survey 2014

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1 Patient Satisfaction Survey 2014

2 Committed to providing the best health care services possible. Patient Satisfaction Survey Results July 2014 Produced by St Clements Surgery & The Patient Participation Group

3 Introduction The aim of the 2014 survey is to monitor patient s perceptions of the quality of care, delivered at our Surgery and to set targets based on its results. This report also assesses progress made in meeting the targets set from the previous survey in The modified questionnaire was based on the CQC National Standards of Quality and Safety in Health Care. We focussed particularly on Outcomes 1, 2, 4, 7, 8 and 10. (See appendix 1 & 2) Questionnaires were ed to the Patient Reference Group, as well as patients with an address. Patients with appointments in March, were asked if they would be prepared to take part in the survey. Forms were also made available on our website and at the reception desk. 151 patients returned the questionnaire. This represents 5% of the patient population. Although the sample is small, it does represent the wider demographic of our patient list in terms of age and ethnicity. In this survey we were able to engage with more older and younger patients. More Males participated in this survey, although the ratio of Male to Female respondents fell. See page Progress in relation to our 2012 Survey Targets Set To increase the number of patients with EMIS access Trial a Duty Doctor system Increase the size of the Patient Reference Group Update data & promote the Practice website Initiate new patient Information programmes at the Surgery Improve toilet facilities Maintain the high standards in reception and across the Practice Outcomes and action taken to address Patients concerns There has been a 40% increase in patients using Emis Patient Access. Patients make appointments directly via their computer or smart phone. 98% of patients who use Emis, say it is very easy or easy to make appointments. In addition a large number of patients have signed up for the Electronic Prescription Service. Patients who use both services, are able access repeat prescriptions within 24 hrs. This makes Patient s access to Appointments & Repeat Prescriptions, far easier and faster. Patients are able to see a Duty Doctor on the same day, when there is an urgent need or in an emergency. Children and the elderly are always be seen on the day. Patient satisfaction in seeing a doctor, increased from 90% to 94% The PRG were recruited, as part of the last survey. All new patients are asked for an address and have been included in web mailings. The PRG reflects the size of the practice and its demographic profile. The responses from the PRG in the 2014 survey, were disappointingly low. A Patient Information Card has been produced. This highlights the Practice web site address. The web site is updated regularly and contains important information, which can be accessed by patients. Despite this, satisfaction with information dropped from 92% to 89.34% and will be included in Priorities for 2014/15 The Patient Information Card gives information on all the services, offered at our Practice. The new Practice Nurse is a trained midwife; part of her remit is to offer advice and information. Awareness of the services offered by our Practice, rose significantly in most areas. See page 12 The toilets were upgraded and checked regularly. Satisfaction with the toilet facilities rose from 85% to 93.5% All reception staff are receiving NVQ Training in Customer Care

4 2014 Summary of Results 100% of patients said they satisfied with the doctors and nurses care and concern 99.34% of patients said they satisfied with the treatment and information they receive 98% of patients who use Emis said it was very easy or easy to make an appointment 98.66% of patients said they satisfied with the levels of confidentiality 97.3% of patients said they satisfied with their involvement in decision making 96.9% of patients who provided a judgement said it was easy or very easy to obtain a prescription 94% of patients said it was very easy or easy to see a doctor 97.% of patients rated ease of access to the surgery as well as its cleanliness and overall ambience as excellent or very good 95% of patients who provided a judgement said it was very easy or easy to see a nurse or healthcare assistant 95.33% of patients said they were very satisfied or satisfied with waiting times for appointments. 93.5% of patients who provided a judgement rated the cleanliness of the WC as excellent or very good 91.5% of patients who provided a judgement said it was very easy or easy to obtain test results 93% of patients said it was very easy or easy to make an appointment 91% of patients rated the comfort of the waiting room as excellent or very good

5 Areas for Improvement as highlighted by the 2014 Survey. Further improve the ease of making appointments. There was a 5% improvement in patient satisfaction from the previous survey. 98% of Patients who use Emis Patient Access to make their appointments said it was easy or very easy. We aim to increase the number of patients making appointments online and achieve this level of satisfaction through all modes of access. Increase satisfaction with the content information provided at the Practice Improve patient satisfaction in obtaining test results Increase further the number of patients registered for the Electronic Prescription Service (EPS) Improve patient satisfaction regarding the comfort of the waiting room Patient suggestions for Improvement Requests for soothing or classical music in the Surgery, Tuesday evening appointments to be included on Emis Patient Access Longer surgery hours & shorter waiting times Do not allow conversations on mobile phones in the waiting room Upgrade the waiting room Wi Fi access. More parking Patient Requests for Services Physiotherapy appointments x4 Phlebotomy Clinic x12 Sadly at this time physiotherapy and phlebotomy are not funded and we are unable to provide these services. The Surgery does however provide blood tests for the over 70 s. The Surgery & the PPG will take these requests forward to the Clinical Commissioning Group in Redbridge for serious consideration All suggestions were taken to the Practice and PPG meetings. These requests have been prioritised and an action plan written. Sadly issues like parking and cloning doctors are not possible to address at this time!! Agreed Targets for 2014/15 1. To further increase the number of patients using Patient Access on EMIS web, to book appointments and request prescriptions 2. To further improve patient awareness of services provided by the Practice and promote the Practice Website. 3. To increase numbers of patients using the Electronic Prescription Service 4. To reduce the number of patients who Do Not Attend their booked appointment 5. To improve patient awareness of accessing test results 6. To improve patient satisfaction with information available at the Practice 7. To address minor concerns, i.e. music in Reception, No mobile usage in Reception, replace damaged furniture & evening appointments on Emis.

6 Patient Awareness of Services Provided by The Practice Improving Patient awareness of the services St Clements Surgery offers was a target from our last survey. Overall Patient awareness of services has increased. 75% of these services have seen an increase in patient use. denote the increase. Numbers in blue 100% of patients who use Emis Patient Access were aware of all the services the surgery offers Empowering and informing patients about the services offered at St Clements Surgery will remain a priority for the forthcoming year. Services provided by The Practice aware of this service 2013/ /13 who have used this service aware of this service who have used this service Emis Internet Booking 76% 35% 59% 19% Emis Repeat 76% 33% 49% 19% Prescriptions Pre-booked 93% 81% 92% 77% Appointments Emergency 87% 81% 75% 54% Appointments Late Evening Clinic 81% 54% 67% 36% Maternity + Family 57% 21% 50% 18% Planning Minor Surgery + 71% 39% 64% 37% Cryotherapy Clinic Immunisation + Child 61% 27% 65% 27% Health Surveillance Special Clinics Asthma/ 56% 40% 63% 24% Diabetes/Travel Blood Pressure + 72% 44% 75% 74% Diabetic Reviews Well Woman checks + 71% 41% 61% 29% Smears NHS Health Checks 62% 27% 75% 51%

7 Appendix 2 The National Standards of Quality and Safety These standards consist of 28 regulations that are set out in 2 pieces of legislation: The Health and Social Care Act 2010 and The Care Quality Commission Regulations For each regulation there is an associated outcome. - these are the experiences they expect people to have as a result of the care they receive. CQC check whether providers meet the national standards set. For the purpose of our survey we particularly focussed on outcomes 1, 2, 4, 7, 8 and 10. Outcome 1 Regulation 17 Outcome 2 Regulation 18 Outcome 4 Regulation 9 Outcome 7 Regulation 11 Outcome 8 Regulation 12 Outcome 10 Regulation 15 Respecting and involving people who use services People should be treated with respect, involved in discussions about their care and treatment and able to influence how their care is provided Consent to care and treatment Before people are given any examination, care, treatment or support, they should be asked if they agree to it. Care and welfare of people who use services People should get safe and appropriate care that meets their needs and supports their rights Safeguarding people who use services from abuse People should be protected from abuse and staff should respect their human rights Cleanliness and infection control People should be cared for in a clean environment and protected from the risk of infection Safety and suitability of premises People should be cared for in safe and accessible surroundings

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