PRESCOT PRIMARY CARE RESOURCE CENTRE

SEWELL STREET

PRESCOT

MERSEYSIDE

L34 1ND

DR DAWN HEATH

GENERAL PRACTICE ASSESSMENT QUESTIONNAIRE AUDIT

REPORT PREPARED BY

PRESCOT MEDICAL CENTRE

MARCH 2015

CONTENTS
1.0 / INTRODUCTION
2.0 / METHODOLOGY
3.0 / RESULTS
4.0 / CONCULSION
5.0 / PRACTICE RESPONSE TO COMMENTS
6.0 / ACTION PLAN

DR HEATH PRESCOT MEDICAL CENTRE

PATIENT PERCEPTION QUESTIONNAIRE – MARCH 2015

1.0INTRODUCTION

The practice provides care for 5278 patients in Knowsley. The practice is constantly trying to improve the quality of service the surgery provides as a consequence of this an audit was undertaken to obtain the view of the users of the service to identify areas for potential improvement.

2.0METHODOLOGY

The Practice Patient Questionnaire is a questionnaire which has been developed to help practices find out what patients think about the standard of care. Dr D Heath disseminated questionnaires to patients after consultations in the surgery to be completed and returned to the practice.

3.0RESULTS

Q1. Have you signed up to Patient Access
YES (go to question 2) / 15%
WOULD LIKE TO / 7%
NOT AWARE OF SERVICE / 44%
NOT BEEN ABLE TO LOG ON / /
NO (go to EPS section) / 34%
Q2. Have you tried to book your appointment on line
YES / 6%
NOT BEEN ABLE TO LOG ON / /
TRIED BUT COULD NOT GET APPOINTMENT / /
WOULD PREFER TO CALL THE SURGERY / 5%
NO / 6%
Q3. Have you tried to order your repeat prescription on line
YES / 3%
NOT BEEN ABLE TO LOG ON / /
TRIED BUT WAS NOT ABLE TO ORDER / /
WOULD PREFER TO / /
ORDER AT THE SURGERY / 5%
NO / 8%
Q1. Have you signed up for EPS (Electronic Prescribing)
YES (go to question 2) / 26%
WOULD LIKE TO / 5%
NOT AWARE OF SERVICE / 27%
HAPPY WITH PAPER PRESCRIPTION / 6%
NO (go to Vaccination section) / 36%
Q2. EPS – (Electronic Prescribing Service) – ARE YOU HAPPY WITH THE SERVICE
YES / 19%
SOMETIMES / 2%
PREFFERED PAPER ORDER/COLLECTION FROM THE CHEMIST / 8%
THINKING OF CHANGING CHEMIST TO SEE IF THERE IS AN IMPROVEMENT / /
NO / 3%
Q1. Shingles Vaccine
Were you, on the 01.09.2014,
70 


None of the above 
go to Pneumococcal Vaccine) / 7%
Would you like to have the shingles vaccine
Yes 
 / 2% of the patients who completed the questionnaire and answered this question said they would like to have the Shingles Vaccine
Not aware of the offer of this vaccine / 1% of the patients who completed the questionnaire and answered this question said they were not aware of the offer of the shingles vaccine
Have you had the Shingles Vaccine
Yes 
 / 1% of the patients who completed the questionnaire and answered this question said they had the shingles vaccine
Have you booked your appointment for your shingles vaccine
Yes 

Q1. Pneumococcal Vaccine
Are you
65 – 74 years 
75 – 84 years 
Over 85 years
None of the above 
go to General Information)
Would you like to have the Pneumococcal vaccine
Yes 
 / 4% of the patients who completed the questionnaire and answered this question said they would like the Pneumococcal Vaccine and 1% refused.
Not aware of the offer of this vaccine / 3% of the patients who completed the questionnaire and answered this question said they were not aware of the offer of the Pneumococcal vaccine
Have you had the Pneumococcal Vaccine
Yes 
 / 11% of the patients who completed the questionnaire and answered this question said they had the Pneumococcal Vaccine and 2% said they hadn’t
Have you booked your appointment for your pneumococcal vaccine
Yes 

Q1. Information about you
Are you
Under 16 years / /
17 – 24 years / 6%
25 – 34 years / 19%
35 – 44 years / 17%
45 – 54 years / 21%
55 – 64 years / 19%
65 – 74 years / 11%
Over 75 years / 7%
Are you :
Male / 30%
Female / 70%
Q2. Please tell us your race.
Asian or Asian British: Bangladeshi / 2%
Asian or Asian British: Indian / /
Asian or Asian British: Pakistani / /
Other Asian background / /
Black or Black British: African / /
Black or Black British: Caribbean / /
Other Black background / /
Chinese / /
Polish / /
Other ethnic group / /
Mixed Heritage: White and Asian / /
Mixed Heritage: White and Black African / /
Mixed Heritage: White and Black Caribbean / /
Other Mixed Heritage background / /
White: British / 48%
White: English / 46%
White: Irish / /
White: Scottish / /
White: Welsh / /
Other White background / 2%
Prefer not to say / 2%
Q2. Information about your surgery –
How often do you come to the practice to see the doctor
Regularly / 24%
Occasionally / 64%
Very rarely / 12%
Prescot Medical Centre keeps information about you - these are known as your patient records. These records might include:
*your address *date of birth*notes about your visits with the Doctors *test results.
Q1. Were you aware of this?
Yes / 99%
No / 1%
Your information is used to allow health professionals to give you the best care. It may also be used anonymously by other people, such as the NHS for research and auditing purposes. For example, to monitor the number of patients with a particular health problem (e.g. the number of people who smoke), or the number of people being prescribed a certain drug or treatment (e.g. Nictotine patches).
Q2. Were you aware of this?
Yes / 83%
No / 17%

Did you know that we have a patient group who work alongside our GP’s and Practice staff to help improve our services?We really value all comments and feedback from patients and would love as many people as possible to be involved in our patient group. This could simply mean sending your comments on specific issues via o be discussed at the bi-monthly meetings with the minutes posted on our Practice Website
If you would like more information on the group, please complete your details below. These will be kept separate to your answers above and will not be used for any other purpose.

Yes, I would like more information on joining the Practice Participation Group / 15%
BLANK / 85%

4.0CONCLUSION

On reviewing the returned questionnaires it has been noted that patients are extremely happy with the service they receive from the practice. All comments have been discussed with the Patient Participation Group. The Friends and Family test is a feedback tool that supports the fundamental principle that people who use the NHS should have the opportunity to provide feedback on their experience that can be used to improve services. It is a continuous feedback loop between patients and practices.

5.0 PRACTICE RESPONSE TO COMMENTS

We are pleased that the comments are overwhelmingly positive. All of our staff work extremely hard to deliver a service to the patients that is responsive and empathetic.

We would like to thank all of those who responded to the survey and to the Patient Participation Group for giving of their time and experience.

6.0ACTION PLAN

It was noted from the results of the questionnaire that some patients are not aware of the services we offer for Patient Access (able to book an appointment and order your repeat prescription on line) and EPS – Electronic Prescription Service (prescription to go electronically to the pharmacy from the surgery). The practice has decided to re-promote these services.

We are happy to report 15% of patients who completed the questionnaire showed an interest in our Patient Participation Group, these patients will be invited to our next meeting in April 2015.

Working together as a team enables us to provide an excellent service for all our patients

March 2015

Dr Dawn Heath/Dr James Heath/Dr Barnaby Finlayson/

Dr Saima Rashid/Dr Michael Baxter