Colne Road Surgery /
Patient Survey Results and findings /
Jane Wallace – Regional/Practice Manager /

April 2018

Colne Road Surgery

Results of Survey

  1. How long have you been a patient at this practice? (Circle appropriate answer)

Under 1 yr 15%1 to 5 yrs 38% 6 to 10 yrs 17% over 10 yrs 30%

  1. To which age group do you belong? (Circle appropriate answer)

24 or under 13%25 – 441 30% 45 – 64 53%65 or over 4%

  1. Approximately how many times have you been to see the doctor in the last 6 months?

None2%1 - 217%3 – 539%6 – 1023%over 10 19%

Yes / No
4 / Are you aware that you can book routine appointments up to 4 weeks in advance? / 70% / 30%
5 / Are you aware that in cases of medical urgency you will be seen on the day (subject to triage to determine urgency) the clinician deems it necessary? / 42% / 58%
6 / If you have telephoned the surgery in the last 6 months, was the call answered promptly? / 76% / 24%
7 / a)When at the reception desk do you feel you can talk in confidence if you have a query of a personal nature?
b)If you answered no to the above question
Are you aware you can ask the receptionist to talk in a quiet confidential area? / 73% / 27%
22% / 78%
8 / Has your overall experience in making an appointment been a positive one / 87% / 13%
9 / Do you find access into the building at your surgery easy? / 94% / 6%
10 / When you last visited the surgery, were you satisfied with the overall cleanliness of:
a)The waiting room?
b)The consulting room?
c)The patient toilets? / 91% / 9%
93% / 7%
89% / 11%
11 / When you last visited the surgery, did you feel that you had confidence and trust in
a)GPs?
b)Nurses?
c)Admin staff? / 96% / 4%
98% / 2%
91% / 9%
12 / When you last visited the surgery, were you treated with dignity and respect by
a)GPs?
b)Nurses?
c)Admin staff? / 92% / 8%
93% / 7%
90% / 10%
13 / Are you aware that you can ask for a Chaperone to be present during an examination? / 87% / 13%
14 / Are you happy with the overall Patient Experience when you visit our practice? / 88% / 12%
15 / Would you recommend this practice to your family and friends? / 91% / 9%
16 / In Burnley, over 50% of patients attending A&E could have been treated elsewhere. Are you aware of the services offered by
a)GPs?
b)Pharmacists?
c)Walk in Centres?
d)Out of Hours Emergency Doctors?
89% / 11%
87% / 13%
72% / 28%
92% / 8%
17 / In the last 6 months, have you attended A&E for an illness or condition which could have been treated elsewhere? / 26% / 74%
18 / Do you have carer responsibilities for anyone in your household with a long-standing health problem or disability?
If yes
Would you like to be referred to the Carers Centre? / 12% / 88%
58% / 42%

Patient Survey Analysis

The practice completed a survey within a date range of two months to capture as many staff/patients as possible. The date range was from 15th January 2018-12th March 2018.

  • 132 written surveys ( see appendix 1)

Positive Comments:

  • Being seen on time
  • On one occasion I saw a doctor whom I believe was doing a brilliant job and asked how I would like to be treated. Dr Adjeh didn’t listen, wasn’t really interested in how I was with regards to my pain. Dr Shah has done me proud.
  • In the last 5-6 months, the doctor’s surgery has been much better and has improved a lot with nice friendly doctors. I say this for myself and family members, we all think the same
  • I have been overall happy with the medical service and am more than happy to carry on consulting with medical staff, doctors and nurses
  • I am quite happy with the service
  • I do not visit the practice often however when I came last week there seemed to be a vast improvement in the atmosphere in general. I can’t put my finger on why but it seemed smoother and the staff appeared happier. When I came last year they all look tired and fed up.
  • The surgery has improved as of late with available GP’s and appointment waiting times
  • Overall completely satisfied
  • Happy with everything
  • Good excellent service

Negative Comments:

  • I think you need more doctors and more phone lines, always engaged
  • Some of the reception staff need to learn about customer service, I get that staff have a lot to deal with which I appreciate but just an acknowledgement that you are there and waiting doesn’t take a lot of effort. I must stress this is some staff and not all
  • Could do with a printed update of the services (question 16)
  • The telephone line for emergency appointments should be increased to 3 lines to handle the burden of calls
  • There has been issues in the practice over the last 12 months hopefully this will be resolved with the practice being taken over

Findings require actions:-

  1. Getting through on the phone at Busy times
  2. Issues in practice over the past 12 months
  3. Up to date information of services
  4. Customer Service

Actions

  • Conversation café every Monday
  • Findings of this survey to be published website, via PPG and in practice
  • Information to be more accessible on the different ways to get an appointment.
  • Additional On line booking sessions to be added, along with additional promotion regarding on line booking
  • Liaise further with IT re call queuing system on phone lines

Actions and findings

  • PPG meeting scheduled to discuss results of patient survey
  • Practice is currently promoting online services to register 20% of patients with an email address to the online system in order to book appointments and order medication
  • One to one training has been implemented with all reception staff on Customer Services to ensure all patients are getting the best service offered to them
  • Posters added in practice informing patients of change of provider to ensure continuity of care will not change
  • The practice accepts that patients can find it difficult to obtain an appointment at certain times of the day. Historically patients were able to call twice in the day for an appointment i.e. at 8am and 2pm. They need to better understand the processes that are required and the expectations from the surgery.

The practice adopted a system of around 70% book on the day appointments to ensure that we could run to full maximisation of the appointment template we currently offer over 75 per 1000.

We accept that there is a balance in this as if we are offering a high proportion of pre bookable appointments to patients who do not turn up. This can be very frustrating and a fine balance to manage as a practice when we have an empty appointment not utilised and another patient in need of one.

The practice has implemented a cancellation list to ensure if a patient cancels their appointment then we can offer this to a patient that is on the list

We are also fully utilising our session stats and have implemented more GP’s to ensure we are offering maximum capacity to the patients.

  • The Practice will further review access to gaining an appointment to ensure patients do know the various options of booking an appointment. We do have the following ways:-

Book on day

Telephone on day

Pre booked

On line pre booked appointments for 7 appointments per week

  • The practice accepts it can be difficult to get through on the telephone at peak times. Additional lines have been added to reception. The practice is currently liaising with the CCG to implement a call queuing system on the telephone lines as this has been commissioned by East Lancashire CCG

Summary/ Reflection on feedback

  • The practice will continue to listen and learn from patient feedback and make changes as necessary to ensure we have the continued confidence of our patients and feedback through our PPG group
  • The practice is committed to ensuring patients are educated and kept up to date with all practice information which is relevant to their health and well being
  • The practice will share the report with the PPG group, publish on our patient facing website and discuss further with our staff for a whole team approach.

Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population:

The Practice have a notice board specifically targeting patients who may have an interest in becoming involved with the PPG group along with forms for completion.

  • All new patients are asked if they would like to join the PPG group. Adhoc approaches for patients who show an interest in the surgery.
  • Notice board with posters and documents for patient information
  • Advertised on practice website for any interested patients
  • Advertised on practice newsletter for any interested patients

Outline the sources of feedback that were reviewed during the year:

We gained feedback in the following manner:-

  • Friends and family feedback
  • Patient surveys
  • Comment cards
  • Compliments and suggestion box in reception area were anonymous comments can be added
  • Patient website
  • Complaints procedure
  • SSP Health Website
  • Practice notice board
  • Newsletter
  • Education events
  • Patient forum
  • Conversation Café’s
  • PPG Meetings virtual and face to face

Supporting Materials

Appendix 1

Colne Road patient survey