Practice Patient Group & Patient Satisfaction Survey Results From March 2012

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1 572 Green Lanes, Haringey, London, N8 0RP Practice Patient Group & Patient Satisfaction Survey Results From March 2012 The Practice, in order to have a better understanding of the needs of our patients and to improve the service delivered to our patients, GPAQ version 2 questionnaires were too distributed to patients who visited the practice over a three (3) month period on an ad hoc basis. These questionnaires were selfadministered. The Practice achieved an eighty one percent (81%) response rate as a total of seventy (70) questionnaires were distributed with fifty seven (57) being returned. The aim of the questionnaire was to obtain feed back on various aspects of the service delivered by the Practice. The focus was on patient s satisfaction with the opening hours of the practice, ease of access via appointments, telephone consultations and the use of the internet- and website facility of the Practice, friendliness and helpfulness of the reception staff, the ability to see a specific GP, and the ability to better manage and understand their specific health issues. To extract this information, the methodology adopted was the use of both open-ended and score questions. The tools of the GPAQ model were utilized both to compile and analyze the data collected.

2 Demographics of the Survey: The total survey population consisted of 57 responses with 67% being female and 33% being male. The mean age of the survey population was 40, with 45% of the survey population having a long standing illness, disability or infirmity. The responses were gathered from a wide spectrum of ethnicities with 56% being gathered from the White ethnic group. The graphical representation is as follows:

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4 Opening hours and access to the Practice: Notwithstanding the sixty-eight percent (68%) satisfaction rating with the existing opening hours, it was notable that forty-nine (49%) of the patients indicated a need to have additional opening hours over the weekend. Of the eighty-three percent (83%) of the patients who have accessed the Practice via the telephone, only four percent (4%) were not satisfied with phoning through to the practice. Notably, seventy-six percent (76%) of the patients were very satisfied with seeing a doctor on the same day. These results are represented graphically below as well as the Practice s performance as compared with the GPAQ benchmark.

5 Details The Old Surgery GPAQ Benchmark Mean Score Q3a. Satisfaction with opening hours Q8. Satisfaction with phoning through to doctor for advice Q4b. Satisfaction with availability of a particular doctor

6 Friendliness and Helpfulness of Reception Staff As depicted by the graph, the patient population is very satisfied with the reception staff with all the replies showing a rating of fair to excellent, which put the Practice above the mean GPAQ benchmark. Details Q2. Satisfaction with receptionists The Old Surgery Mean Score GPAQ Benchmark 78 77

7 Satisfaction with Doctors & continuity of care: The overall satisfaction of the patients can be classified as very good, as ninetytwo percent (92%) with satisfied with the doctor s questioning and eighty-six percent (86%) were contented with the level of involvement experienced with the doctor, and eighty-four percent (84%) felt the doctor demonstrated care and concern during their visit. These favourable results are further re-enforced by the seventy five percent (75%) who were better able to understand their problem after their visit and the seventy-four percent (74%) who were better able to cope with their problem after visiting the doctor. These results are depicted in the following graphs:

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11 The practice results when compared with the GPAQ benchmarks are as follows: Details Q4b. Continuing for seeing same doctor The Old Surgery Mean Score GPAQ Benchmark Q9b. Satisfaction with continuity of care Q10a. Satisfaction with doctor s questioning Q10d. Satisfaction with how much doctor involvers patient Q10h. Satisfaction with doctor s caring and concern Q11a. Ability to understand problem after visiting doctor Q11c. Ability to keep healthy after visiting doctor 65 62

12 Summary: The Practice, from the evidence of this GPAQ questionnaire has achieved a good rating from its patient population. The opinions on the reception staff, opening times, satisfaction with doctors consultations, doctor s level of care and concern all ranked above the 74 percentile mark. This was translated in patients being better able to both understand their respective medical condition and better able to maintain a healthy lifestyle after visiting the doctor. Some comments received from the patients in the open- ended questions, in relation to improvements they would like to see are as follows: I am almost 7 years patient in this GP and the service and care is getting better every year. My opinion is that this practice, the doctor diagnoses the true illness. He diagnosed diabetes in me while other doctors thought wrongly about my health. Friendly doctors, helpful receptionists and good service but can be improved with more hours of opening. The staff very good. Very satisfied with standard and service at the old surgery. No, I am happy with service I m getting now is 100%. Patient Group Meeting- 31 March 2012: From an invited list of 20 patients, the patient/ practice group (PPG) meeting at the Practice on 31 st March 2012 saw a turn out of 9 patients. The total forum thus consisted of 9 patients and 7 members of staff, including one of the doctors and the practice manager and GP partner. The meeting began at approximately, 12:11pm and was chaired by the Practice Manager and the GP Partner. The format used as a brief explanation of the aims and objectives of the meeting, and presentation of the results of the GPAQ questionnaire, open-floor session for the patients to air their concerns and final 3- points for improvement actions (IA s).

13 A core PPG was formed with three (3) patients from the meeting agreeing to be members on the Practice committee. The date for the next PPG meeting was set for 31 st July The general consensus from the patients present echoed the results of the GPAQ as well as areas of improvement with respect to telephone consultation and triage opportunities in the near future. Action points from the Practice/ Patience Group Meeting & GPAQ Survey: As a result of the above exercises the following action points were agreed: Improve the sign with respect to out of hours. Implementation of a telephone triage system to improve patient access. Use of surgery website to post events-( e.g. Flu clinics, diabetic clinics) Implementation of regular patient questionnaire surveys. Improve the accommodation for the elderly who use the AM walk-in clinic. Explore the option of alternate Saturday opening times.

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