PPG Survey Results

Bearsted Medical Practice PPG Survey Results

August 2014

Introduction

This report collates the data that the Berasted PPG received from a short questionnaire that requested information from Bearsted Medical Practice patients. The PPG’s intention was to see how people experienced the practice and to ask for their suggestions as to how its services could be improved.

After consultation with surgery staff, a GP representative and PPG members, the Patient Participation Questionnaire was sent out on-line to virtual PPG members. It was also available in the surgery as a paper copy. The administrative staff printed copies and left them on the waiting area seats for patients to complete while they waited to be seen by a medical practitioner. A collection box was provided for patients to return their questionnaire sheet anonymously and surgery staff collected the completed surveys at the end of each day. The survey questions were first sent out 28th March 2014 and the closing date was the 31st May 2014. Unfortunately there was some difficulty opening the questionnaire “on-line”, so most of the 94 returns received were completed in paper form at the surgery.

Responses to the survey’s open questions

1. What general health advice would you like?

Only three responses were made to this question:

1.  A surgery response to current media topics e.g. MMR, screening for bowel cancer was requested.

2.  More publicity of the various screening services available i.e. bowel cancer, abdominal aortic aneurysm, on the surgery website and/or practice newsletter.

3.  The "advice" column in the newsletter was seen as useful and accessible

2. Talks

Patients were asked to indicate which of a list of health care talks they would be interested in attending if they were available. The numbers shown below show the range of topics and interest indicated by patients. A few respondents ticked 5 or 6 topics but most ticked only a couple.

36  Keeping healthy /obesity

31  Prevention / management heart disease

20  Diabetes

36  Dementia / alzheimers

19  Mental health

14  Menopause

18  Respiratory conditions

17  Carer support

5  Maternity issues

26  Cancer diagnosis etc

13  Aspergers / Autism

Other Talks suggested by respondents

Parents wanting advice how to discuss puberty issues with their children
Counselling. What is it and how can I get it?
Hughes Syndrome.
Women’s issues eg PMT, Gynae etc Checking breasts for cancer
Breathing exercises for COPD. How to cope if loved one has depression
Managing back pain, Arthritis. Lack of mobility. Managing ageing process
Hearing loss. Healthy eating for the elderly. Macular degeneration
Crohn's disease. Failure of digestive system
Managing the effects of taking several medications.
How to lift people if you are a carer.

Many of those wishing to attend a talk could come on either an evening or a Saturday. 64 were able to attend an evening and 51 would attend at the weekend.

3. Use of the Surgery Website

42 (45%) of the respondents said that they used the Surgery website and 45 (48%)said they didn’t use it. 7% did not answer the question. Of the 42 who did use it, 19 people made suggestions for its use which are listed below.

The numbers in brackets indicate the number of people who raised the same point.

Ideas for using the website

To be able to book in for morning clinic online and see where you are in the Q. You could then check when you are reaching the front and make your way to the surgery. This would minimize waiting time. (6)
Can each patient have a display of personal record on the prescription repeat page and thus use just a tick box to request repeat? (3)
To be able to book appointments with the nurse
To be able to book appointments with a doctor
Could there be a picture of each doctor on the website and an indication if they have special areas of interest and experience? (2)
Dates and availability of flu jabs.
Could blood tests etc available for a charge?
Could a list of duty Chemists be available (3)
Provide more medical information and NICE guide-lines
Provide a web portal for accessing all the data we need.
To make the web site easier to find
To be able to book appointments for children on the website
The web site implies that you can book an appointment but this is not the case.

4. Knowing that the surgery can text patients to remind them of appointments and the use made of the internet to source health information by patients

40 of the respondents knew that the surgery could text them an appointment reminder and 45 people didn’t know this. Only a couple of those who replied negatively specifically said that they did not have a mobile phone. 74 (79%) respondents were able to access the internet to seek health information and advice.

5. What do like most about the surgery and why?

The numbers in brackets indicate the times that these same points were raised by respondents. If there are no numbers alongside the comments then they have been made by one individual.

To be able to see a doctor any week day, especially in an emergency (15 ) The doctors listen, don’t rush you and make you feel comfortable (9)
The surgery is a pleasant environment, clean, convenient and local (11)
Its good to be able to book afternoon appointments for chronic conditions
There’s a quick turn around for test results.
The seating area for waiting is better.
On line prescriptions are useful.
Generally it’s a nice practice and well run (5).
The staff are friendly and helpful (25)
Can't think of anything I don’t like (6)
I am able to see the same GP and have continuity. (2)
Phone consultations are helpful (4)
The Practice nurses are very able (3)
The dispensary is helpful
It’s a large size practice which offers a variety of doctors and other services
The doctors are knowledgeable and caring (12) I am able to see a lady doctor if I need to.
Getting a ‘flu jab was easy.
The Receptionists are pleasant and helpful. (7)
The surgery is flexible with SEN child who can’t sit and wait.
There is Specialist care available for minor injuries

6. What do you like least about the Surgery and why?

The numbers in brackets indicate the times that these same points were raised by respondents. If there are no numbers alongside the comments then they have been made by one individual.

The morning surgery wait is too long (22) Its not good that elderly people are standing outside in the cold from 8.00am (3)
Could you provide drop down seats in the entrance for those who have difficulty standing?
It’s hard seeing staff chatting before 8.30 and not letting us in.
Lack of seats in waiting area.
The waiting area was too hot last summer. No fans (2)
Don’t like waiting and prefer appointment system (6)
Those in need unable to be processed to front of queue.
Difficulty seeing the same doctor (5) Often there is a long wait to do so.
I don t like having to book 2 weeks in advance for a specific doctor.
Its difficult booking an afternoon appt. (11)
I felt one member of staff was judgemental. “She made assumptions about my life without understanding my medical condition”.
Waiting in the morning for appointment with small children is difficult. (4) Maybe a dedicated GP each morning to see children? My husband used to check in for me for appt but we can’t do that now.
Closing for lunch is unhelpful. Could staff have staggered lunch breaks?
No opening on a Saturday is unhelpful (3)
Waiting system in morning not helpful when I have child care and work commitments (6) Two days annual leave had to be taken before I saw a doctor.
Some receptionists come across as rude. (3) and can be short on the phone. (5) We realize they are busy but their manner is so important, especially when you are unwell. Most receptionists are OK but some are not so helpful. Receptionist giving results of tests over the phone in earshot of people waiting was not respectful of privacy.
Difficulty getting an appointment when unable to ring up during the day.
Don’t like waiting for long time around other ill people as think I will catch more germs (4)
Slow accessibility to specialists but maybe that’s not surgery's fault?
I don’t drive so it’s a longish walk for me.
Difficulty parking as the parking area is small (2)
I’m aware that each appt doesn’t last long so maybe I give insufficient information to Drs
Hearing aid facility. I would like to be able to get batteries without needing to see specialist
Getting thru on the phone can be difficult (4)
The surgery is vague about the care it takes of its data. It is a violation of our privacy.
There is a difficulty getting incorrect prescriptions changed.
Why can’t I pick up my prescription from the dispensary, it seems daft? Regular mis -reading of prescription very unhelpful. On line prescription service poor (2)
As prescriptions not ready so stopped using it.
As new patient I didn’t have clear instructions about getting repeat prescriptions.
Possible problems out of hours service

Summary

Bearsted Medical Practice has a list of 12,600 patients. 94 people responded to the PPG questionnaire which is only 0.7 % of the total surgery population. The responses we have collated above can not be considered a representative sample of patients but they do indicate some key issues that are valuable for the surgery and patients to consider.

Positives and Negatives

Waiting times and making appointments are an issue at the surgery. 16% were pleased that they could see a doctor in an emergency, however, 23% were unhappy with the waiting system and 12% said that they found it difficult to book an afternoon appointment.

27% of respondents said they found the surgery to be a welcoming and friendly place with additional positive comments about the surgery environment and the helpful response of the GPs. 7 people commented that they found the receptionists very helpful, however, 8 people had negative comments to make about them. This could be down to personality clashes, challenging patient attitudes and the fact that you “can’t get it right all of the time” but the feedback can only be helpful for staff to consider so that continuing care is taken over patient confidentiality and to remember that speaking to patients on the telephone can be difficult as there are no visual cues to guide your response.

It is also possible that complaints were made about services at the surgery which were inaccurate or where patients have no knowledge of how to access information. It would be good for the surgery to be able to correct these by a number of means including, leaflets, the website and verbal information.

Patient suggestions

Ideas were put forward as to how to improve the appointment system and other parts of the service including the surgery website.

Outcomes

The surgery staff will be considering the patient suggestions more fully at their surgery meetings and to provide some feedback via the PPG , the surgery website. Patients need to understand how the surgery runs and the constraints it is under but also to be given the opportunity to contribute to improvements. Finding an effective and positive way for staff and patients to keep communicating is something that the PPG is hoping we can assist with.

The PPG will be discussing how to find a better way of circulating information to the virtual PPG group so that all computer users can read and open documents that we send.

As a result of the interim results of this survey shown to GP’s in June and also a patient’s suggestion, a new monitor has been provided in the patient waiting area with the aim of sharing information, improving communication and patient care. The PPG are also planning to provide a number of health care talks, following the interest shown by respondents and we will be holding our first one on Understanding Dementia in the Autumn.

Bearsted Medical Practice PPG committee