Clifton Road Surgery

CRS------

CLIFTON ROAD SURGERY 26 CLIFTON ROAD RUGBY WARWICKSHIRE CV213QF

Telephone: 01788 552211Fax: 01788 551496

PATIENT SATISFACTION QUESTIONNAIRE

RESULTS

The data collection

The data was collected over a three week period from Wednesday 27th December 2017to Friday 19th January 2017.

200 questionnaires were given out and at the endof the data collection period 38questionnaires had been completed and returned – compared with 127 for 2016/17; 136 for 2015/16; 310 for 2014/15; and 308 for 2013/14. This year we introduced the surveys via the website too butthis unfortunately did not produce any responses. The response ratecontinues to be a low response rate due to patients refusing. When questioned patients said they did not want to take part as they felt they were surveyed about everything; they commented they were fed up with being asked to complete FFT cards too; and also felt completing the surveys did not result in any changes, commenting they hear daily on the news the ‘crisis in the NHS’.

The following tables provide the results from the questionnaires for years 2014/15, 2015/16, 2016/17and 2017/18(these are highlighted in blue).

In consultation with our Patient Participation Group (PPG) the questions remained the same, to enable benchmarking.

BREAKDOWN

Age and Gender

Age / Female / Male / Prefer not to say
14/15 / 15/16 / 16/17 / 17/18 / 14/15 / 15/16 / 16/17 / 17/18 / 14/15 / 15/16 / 16/17 / 17/18
16-24 / 14 / 3 / 8 / 1 / 10 / 0 / 9 / 2
25-34 / 29 / 12 / 12 / 5 / 8 / 3 / 4 / 2
35-44 / 48 / 6 / 15 / 2 / 17 / 9 / 12 / 0
45-54 / 26 / 3 / 13 / 3 / 14 / 12 / 7 / 2
55-64 / 30 / 12 / 9 / 9 / 28 / 18 / 7 / 4
65-74 / 20 / 15 / 12 / 3 / 25 / 24 / 7 / 3
75+ / 21 / 9 / 7 / 2 / 20 / 9 / 5 / 0
Total / 188
60.6% / 60
44.44% / 76
59.84% / 25
66% / 122
39.4% / 75
55.56% / 51
40.16% / 13
34% / 0
0% / 0
0% / 0
0%

This year we have seen the regular pattern of more females responding than males. We can also see a decline in responses from those 35-44 (in both females and males), where this cohort was the highest in the previous year.

Are you satisfied with the appointment system?

Age / Gender / Yes / No / Mostly satisfied / No answer
14/
15 / 15/
16 / 16/
17 / 17/
18 / 14/
15 / 15/
16 / 16/
17 / 17/
18 / 14/
15 / 15/
16 / 16/
17 / 17/
18 / 14/
15 / 15/
16 / 16/17 / 17/18
16-24 / Female / 4 / 3 / 5 / 8 / 0 / 0 / 2 / 0 / 3 / 1
Male / 8 / 0 / 4 / 2 / 0 / 2 / 1 / 0 / 0 / 3 / 1
Prefer not to say
25-34 / Female / 15 / 3 / 6 / 2 / 6 / 0 / 2 / 1 / 8 / 9 / 4 / 2
Male / 2 / 3 / 1 / 2 / 0 / 0 / 1 / 4 / 0 / 3 / 1
35-44 / Female / 12 / 3 / 7 / 2 / 20 / 0 / 4 / 16 / 3 / 4
Male / 7 / 3 / 8 / 2 / 2 / 1 / 0 / 3 / 3 / 2
45-54 / Female / 6 / 3 / 3 / 2 / 10 / 0 / 6 / 10 / 0 / 4 / 1
Male / 6 / 6 / 4 / 2 / 4 / 2 / 0 / 4 / 3 / 3
55-64 / Female / 8 / 3 / 3 / 2 / 12 / 3 / 2 / 1 / 10 / 6 / 4 / 6
Male / 13 / 12 / 2 / 2 / 6 / 6 / 1 / 9 / 3 / 4 / 2
65-74 / Female / 8 / 6 / 0 / 1 / 11 / 0 / 3 / 5 / 9 / 9 / 2
Male / 14 / 15 / 0 / 4 / 0 / 3 / 3 / 7 / 9 / 4
75+ / Female / 8 / 3 / 1 / 1 / 2 / 6 / 0 / 13 / 0 / 6 / 1
Male / 6 / 0 / 2 / 4 / 6 / 1 / 10 / 3 / 2
Total / 117
38% / 63
46.67% / 46
36.22% / 14
37% / 93
30% / 24 17.78% / 25
19.69% / 7
18% / 98
31.5% / 48 35.56% / 56
44.09% / 17
45% / 2
0.5% / 0
0% / 0
0%

Those satisfied with the appointment system has slightly increased to 37%. Those not satisfied has also increased to 24%. Those mostly satisfied has decreased by 5% to 39%; overall this was the most popular answer again. Although most comments received were positive we still received a few about being ‘unable to see a Doctor of their choice on the day’.

How do you book your appointment?

16-24 / 25-34 / 35-44 / 45-54 / 55-65 / 65-74 / 75+ / Total
Phone / 14/15 / 18 / 27 / 33 / 8 / 25 / 14 / 21 / 146 (47%)
15/16 / 3 / 6 / 0 / 3 / 9 / 3 / 0 / 24 (17.78%)
16/17 / 14 / 8 / 19 / 11 / 11 / 8 / 13 / 84 (66.14%)
17/18 / 0 / 5 / 1 / 3 / 5 / 2 / 0 / 16 (42%)
Internet / 14/15 / 4 / 0 / 4 / 8 / 10 / 7 / 2 / 35 (11%)
15/16 / 0 / 0 / 3 / 9 / 9 / 9 / 6 / 36 (26.67%)
16/17 / 0 / 1 / 1 / 1 / 1 / 4 / 5 / 13 (10.24%)
17/18 / 1 / 0 / 0 / 0 / 1 / 1 / 0 / 3 (8%)
In Person / 14/15 / 0 / 6 / 0 / 6 / 1 / 6 / 10 / 29 (9%)
15/16 / 0 / 0 / 0 / 0 / 3 / 12 / 6 / 21 (15.56%)
16/17 / 1 / 1 / 0 / 2 / 1 / 3 / 6 / 14 (11.02%)
17/18 / 0 / 1 / 1 / 0 / 2 / 1 / 1 / 6 (16%)
Phone/Internet / 14/15 / 2 / 2 / 12 / 4 / 3 / 8 / 2 / 33 (11%)
15/16 / 0 / 3 / 0 / 3 / 3 / 9 / 0 / 18 (14.07%)
16/17 / 0 / 5 / 4 / 2 / 2 / 3 / 4 / 20 (15.75%)
17/18 / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0 (0%)
Phone/In Person / 14/15 / 0 / 0 / 14 / 8 / 6 / 8 / 6 / 42 (14%)
15/16 / 0 / 6 / 6 / 0 / 6 / 6 / 6 / 30 (22.22%)
16/17 / 2 / 1 / 1 / 3 / 1 / 0 / 2 / 10 (7.87%)
17/18 / 2 / 0 / 0 / 2 / 1 / 2 / 1 / 8 (21%)
Internet/In person / 14/15 / 0 / 2 / 0 / 0 / 1 / 0 / 0 / 3 (1%)
15/16 / 0 / 0 / 3 / 0 / 0 / 0 / 0 / 3 (2.22%)
16/17 / 0 / 0 / 0 / 0 / 0 / 1 / 1 / 2 (1.57%)
17/18 / 0 / 0 / 0 / 0 / 2 / 0 / 0 / 2 (5%)
Phone/Internet/ In Person / 14/15 / 0 / 0 / 3 / 6 / 11 / 2 / 0 / 22 (7%)
15/16 / 0 / 0 / 3 / 0 / 0 / 0 / 0 / 3 (2.22%)
16/17 / 0 / 0 / 1 / 1 / 0 / 0 / 0 / 2 (1.57%)
17/18 / 0 / 1 / 0 / 0 / 2 / 0 / 0 / 3 (8%)

We have seen a decrease in the number of patients booking their appointments via phone (a 24% decrease); however, this is still the most popular way for booking an appointment. The comments received from patients are reflective of this as we have also seen an increase in patients asking a queuing system on the phone instead of hearing an engaged tone. All pre-bookable appointments are still offered on-line and we introduced some on the day appointments too. We continue to promote the on-line booking service so there is still no logical reason as to why the shift to phone continues.

How easy do you find making an appointment to see your preferred doctor?

Number / Percentage %
14/15 / 15/16 / 16/17 / 17/18 / 14/15 / 15/16 / 16/17 / 17/18
Very easy / 30 / 18 / 7 / 2 / 10 / 13.33 / 5.51 / 5
Fairly easy / 99 / 45 / 54 / 14 / 32 / 33.33 / 42.52 / 37
Not very easy / 174 / 69 / 61 / 21 / 56 / 51.11 / 48.03 / 55
No Answer / 7 / 3 / 5 / 1 / 2 / 2.22 / 3.94 / 3
No preferred Doctor / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
Total / 310 / 135 / 127 / 38

We have seen a slight decreased in the number of patients finding it easyto make an appointment with their preferred doctor, overall 42% (a decrease of 7%). Those patients not being able to see a Doctor of their choice has increased by 7% (55%). However, earlier stats show that patients are still overall satisfied with our appointment system, which demonstrates that the Practice is making every effort to provide primary health care to all patients, however, unfortunately this may not always be with a preferred Doctor.

How easy do you find making an appointment to see a nurse?

Number / Percentage %
14/15 / 15/16 / 16/17 / 17/18 / 14/15 / 15/16 / 16/17 / 17/18
Very easy / 105 / 33 / 35 / 18 / 34 / 24.44 / 27.56 / 47
Fairly easy / 164 / 90 / 79 / 19 / 53 / 66.67 / 62.20 / 50
Not very easy / 6 / 0 / 5 / 0 / 2 / 0 / 3.94 / 0
No Answer / 35 / 12 / 8 / 1 / 11 / 9.63 / 6.30 / 3
No preferred Nurse / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
Don’t use / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
Total / 310 / 135 / 127 / 38

We have seen a massive increase of patients who found it very easy to make an appointment to see a nurse (19% increase). No one reported that they found it Not Very East, compared with 3.94% last year. We reported last year thatthere had been nurse team changes, when oneexperienced member of staff left and another when on maternity leave but we now have a new member of staff in place and our existing nurse has also returned from maternity leave..

Can you easily contact the practice when you wish to cancel an appointment?

Number / Percentage %
14/15 / 15/16 / 16/17 / 17/18 / 14/15 / 15/16 / 16/17 / 17/18
Always / 91 / 42 / 49 / 17 / 29 / 31.11 / 38.59 / 45
Most of the time / 69 / 39 / 33 / 9 / 22 / 28.89 / 25.98 / 24
Usually / 72 / 27 / 31 / 6 / 24 / 50 / 24.41 / 16
Sometimes / 57 / 6 / 3 / 0 / 18 / 4.44 / 2.36 / 0
Never / 0 / 0 / 1 / 0 / 0 / 0 / 0.79 / 0
Never Cancel/Not applicable / 11 / 21 / 0 / 2 / 4 / 15.56 / 0 / 5
No Response / 10 / 0 / 10 / 4 / 3 / 4.44 / 7.87 / 10
Total / 310 / 135 / 127 / 38

Patients have continued to feed back that cancelling an appointment is easy to do, this compares with the findings for previous years and supports that our changing the calling in telephone options, back in 2013, with moving cancelling an appointment as option 1 was the right move.

If you need to see a GP urgently, can you normally get an appointment for the same day?

Number / Percentage %
14/15 / 15/16 / 16/17 / 17/18 / 14/15 / 15/16 / 16/17 / 17/18
Yes / 135 / 69 / 69 / 28 / 44 / 51.11 / 54.33 / 74
No / 97 / 30 / 24 / 6 / 31 / 22.22 / 18.90 / 16
Don’t Know never necessary / 74 / 36 / 31 / 4 / 24 / 26.67 / 24.41 / 10
Sometimes / 0 / 0 / 1 / 0 / 0 / 0 / 0.79
No Answer / 2 / 0 / 2 / 0 / .5 / 0 / 1.57
Not applicable / 2 / 0 / 0 / 0 / .5 / 0
Total / 310 / 135 / 127 / 38

2017/18 saw a huge increase (19.67%) for those patients answering ‘yes’ to being able to get an appointment with a GP urgently on the same day; with a supported decrease of 2.9%answering ‘no’. However, comments received again reflect being unable to see a Doctor of your choice.

How helpful and/or informative do you find our notice boards?

Number / Percentage %
14/15 / 15/16 / 16/17 / 17/18 / 14/15 / 15/16 / 16/17 / 17/18
Very / 86 / 57 / 55 / 17 / 28 / 42.22 / 43.31 / 45
Fairly / 189 / 63 / 56 / 19 / 61 / 46.67 / 44.09 / 50
Not very / 16 / 0 / 7 / 1 / 5 / 0 / 5.51 / 2.5
No Answer / 19 / 15 / 9 / 1 / 6 / 11.11 / 7.09 / 2.5
Total / 310 / 135 / 127 / 38

2017/18shows a continued increase in patients very satisfied with our notice boards 45% a 1.69% increase. We continue to work hardto focus on streamlining our boards and displaying more professional and user friendly information in a uniformed style. We still have a dedicated member of staff employed to monitor these. This hard work has continued to pay off with the stats provided.

In general, how satisfied are you with the Medical and Nursing care you get at the surgery?

Number / Percentage %
14/15 / 15/16 / 16/17 / 17/18 / 14/15 / 15/16 / 16/17 / 17/18
Very / 187 / 93 / 82 / 30 / 60.5 / 68.89 / 64.57 / 79
Fairly / 100 / 33 / 34 / 6 / 32.5 / 24.44 / 26.77 / 16
Not very / 16 / 0 / 4 / 0 / 5 / 0 / 3.15 / 0
No Answer / 7 / 9 / 7 / 2 / 2 / 6.67 / 5.51 / 5
Total / 310 / 135 / 127 / 38

Patients have fed back that overall they are satisfied with the medical and nursing care they get at the surgery 95% (an increase of 3.66%, compared to 2016/17). We have also seen a decrease of 3.15% saying there were ‘not very’ satisfied from the previous year, in fact no one scored this. We believe this reflects our hard work and commitment to all our patients to offer the best possible care we can. We also believe this is reflective of our Nursing Team being fully functional again.

How helpful do you find the reception staff at the surgery?

Number / Percentage %
14/15 / 15/16 / 16/17 / 17/18 / 14/15 / 15/16 / 16/17 / 17/18
Very / 172 / 99 / 89 / 31 / 55 / 73.33 / 70.08 / 82
Fairly / 115 / 27 / 30 / 5 / 37 / 20 / 23.62 / 13
Not very / 14 / 3 / 2 / 0 / 5 / 2.22 / 1.57 / 0
No Answer / 9 / 6 / 6 / 2 / 3 / 4.44 / 4.73 / 5
Total / 310 / 135 / 127 / 38

Patients have fed back that overall they find reception staff helpful (95%) an increase of 1.3% from 2016/17. We have continued to work hard this year to continue with our positive feedback and this is reflective in the scores.

How satisfied are you with the opening hours of the surgery?

Number / Percentage %
14/15 / 15/16 / 16/17 / 17/18 / 14/15 / 15/16 / 16/17 / 17/18
Very / 150 / 87 / 70 / 21 / 48 / 64.44 / 55.12 / 55
Fairly / 128 / 42 / 44 / 15 / 41 / 31.11 / 34.65 / 40
Not very / 18 / 0 / 6 / 0 / 6 / 0 / 4.72 / 0
No Answer / 14 / 6 / 7 / 2 / 5 / 4.44 / 5.51 / 5
Total / 310 / 135 / 127 / 38

Patients have fed back that overall they are satisfied with the surgery opening hours 95% a 5.23% increase from 2016/17. Comments we receive still mention evening, early morning and weekend appointment times; however, we have continued to promote heavily the availability of these appointments via our website, posters, waiting room TV screens and the outdoor A Frame.

Would you like to see any changes to the surgery services?

Number / Percentage %
14/15 / 15/16 / 16/17 / 17/18 / 14/15 / 15/16 / 16/17 / 17/18
Yes / 143 / 63 / 62 / 17 / 46 / 46.67 / 48.82 / 45
No / 121 / 57 / 56 / 14 / 39 / 42.22 / 44.09 / 37
No Answer / 46 / 15 / 9 / 7 / 15 / 11.11 / 7.09 / 18
Total / 310 / 135 / 127 / 38

Would you like to see any changes to the surgery services?

Queuing system on phones when busy
Offer evening appointments
More appointments
More regular nurse appointments
Saturday opening
Release appointments other times as well as 8am
Bigger car park
Walk in surgery
If patient is late and has a translator booked – don’t cancel the appointment

As a result of the feedback and comments received the following action plan has been made and agreed with the Clifton Road Surgery Patient Participation Group (PPG):

Telephones

The Practice will continue to look at a new telephone provider. This will enable the current communication systems to be offer more lines in and dedicated lines out. It will also allow for a ‘queuing system’ to be integrated so patients know where their call is in the queue.

More regular Nurse Appointments

The Practice is to purchase an ABPI machine which will reduce leg ulcer appointment times (from 1 hour to 10 minutes), this new equipment will also mean that HCAs can undertake the appointments too. All staff will be fully trained.

More GP Appointments

The Practice will undertake Winter Pressure appointments to enable more appointments to be open during Jan – Mar 2018; this will also support the pressures on UHCW. The Practice will also look at proactively using a PCP to undertake home visits to support elderly, chronic illness and vulnerable patients – this will subsequently free up GP time and allow more appointments.

Bigger Car Park wanted

This is raised every year and the Practice can physically do nothing about the size of the car park. However, the Practice will put in place CCTV and lock its car park during night to stop local residents using the car park and not vacating at 8am – as was previously agreed with them. A few residents have been leaving their cars parked all day and night – stopping this will free up the spaces for patients.