Larksfield Surgery Patient Participation Group [PPG] Survey, 12-16 August 2013
(300 responses were received; the results are given below)
- Do you feel that an awareness of GP’s specialist skills and interests would alter who you make an appointment to see for certain conditions? NO = 16% / YES = 84%
- Do you know what enhanced services are available to you as patients and where to find out this information? NO = 78% / YES = 22%
- Are there any additional care facilities, or enhanced services, you would like to see catered for? If so what would they be?
Anger classes, counselling
Additional emergency facilities to obviate need to go to A&E
More blood testing to avoid going to Lister/elsewhere
Specific children’s clinics
Food intolerance/allergies
Women’s health
Eating problems
Allergy testing
Chiropody
Men’s health
Women’s welfare especially forms of depression
An attached gym/studio where patients could be educated to help themselves and also nutrition services to reduce strain on NHS.
Different GP surgeries offer different travel vaccines, I would like to see greater consistency.
More publicised info for addictions and aftercare.
Local autism – speech classes etc.
Chiropractic
Paediatric support/specialists
Alzheimer’s care
Transport
Crohn’s disease, migraine, colitis
- On a scale on 1-10 (1 being not at all and 10 being extremely important), how important to you is it that you are able to have access to a particular doctor who knows your history and can provide you with continuity of care?
1 / 2 / 3 / 4 / 5 / 6 / 7 / 8 / 9 / 10
1% / 1% / 2% / 3% / 6% / 3% / 8% / 20% / 9% / 47%
- Do you feel that the surgery offers this access for non-urgent problems and you are able to see the doctor of your choice?
Yes / No / Mostly/not always
58% / 24% / 18%
- If you need a doctor and the surgery is closed, would you: [please tick]
ring the emergency out of hours’ number [77% ],ring 999 [ 6%], go straight to A&E at hospital [ 17%]
- Do you use the on-line system for making appointments, or ordering repeat prescriptions? NO* = 54% / YES = 46%
* If not, please tell us why:
No computer; no internet access; not registered for on-line; my problem-forgot details. Can’t remember how to log in. Do not like information used on computer. Lost log in details. Don’t use internet. Easier to ring. Lost password. Prefer to telephone or speak to someone. Problems with internet. Phone is quicker. Not aware. Not looked into how to use service. Didn’t know I could. Quicker to drop in box at surgery. Too complicated. Not techno savvy. Website is poor. Lost log in details. Put prescription request in box. Had to go to surgery to get a form. 2 mistakes were made through the system. I like to speak to a human. Rubbish at IT and don’t have money for web/i phone. Still waiting to be put on. Didn’t know I could order repeats. Never any useful appointments available.
- Would you follow the Larksfield Surgery on Facebook or Twitter?
NO* = 67% / YES = 33%
* If not, please tell us why:
Not on Face Book; just lazy; too old; Do not use these Apps; Dislike both – open to all sorts of rubbish. Do not follow these. Not interested. Not as efficient as speaking to someone. Don’t see the need, there are other mediums for making comments & suggestions, a lot of older people wouldn’t use it. Confidentiality. Use social media for friends only & personal interests. If need information would look on web site. Face Book/Twitter should not be something the surgery recommends, what’s wrong with using the web site? Privacy & open to abuse. Wouldn’t want medical stuff on my Facebook as it is just social. You’re providing a professional service, not a social feed. Have no time. Appointments not available quickly enough. Don’t do social networks. Don’t know what I would gain from it. Can’t see what “news” you would have that would be of interest/important/relevant. All information should be available by phone or on the web site.
- Is there any part of your treatment, care or service that you are satisfied with and would like to give positive feedback to the practice about? Please give details,which will be dealt with in confidence and exclude individual names if you so wish.
No problems, everything fine
No problems with doctors or nurses
Carry on the good work. Many Thanks
Always get suitable appt and everyone is friendly & professional
Always get a v good service at this surgery
Overall v pleased with service
Dr Radford & Dr Southall – brilliant doctors, always listen, great advice, both understanding
Blood pressure checks and blood samples for over 60s
Pleased Dr Radford knows who myself and my husband are and takes an interest in the home dialysis we have to do
From receptionist, nurse & doctors all v pleasant & helpful
Always v happy when I come in which ever doctor I see
I am generally satisfied with all aspects of care at the surgery
I am v happy with Dr Radford as my GP – v understanding and helpful during difficult time.
Comfortable environment, polite staff, appts on time.
When son had feeding problems it was dealt with well.
My husband has MS & we are very happy with his treatment.
The doctor & nurse I see are always helpful and friendly and help me feel at ease.
Colleagues are very friendly, easy to talk to.
Always able to get an appt, friendly reception staff, good choice of facilities.
Have been happy with most visits, treated with respect.
Happy with all treatment & service
Have had 2 lots of major surgery & Heather has been fantastic with follow up care also the doctors.
Staff are supportive, friendly and informative.
Doctors & nurses always helpful & friendly
Always able to get appointments quickly
Have always experienced good service and care.
Instant referral from Dr Radford, most efficient
Appointment system is much improved, on line ordering system works well
Dr Cheung was fantastic
Drop in 5 mins appt useful – prioritised as well as depending on urgency
Been a patient for 19 years – great doctors and never struggled getting appt 10/10
Doctors are always available and willing to help, receptionists always willing to help
Dawn, Heather, Karren are fab
Always dealt with efficiently
Find staff friendly and helpful very good surgery
Larksfield is brilliant – difficult to improve, run superbly, all staff are wonderful
Very happy with service as it is
Dr Radford & Dr Hodgson are excellent
Phone appointments are good to save you coming down sometimes
Great practice & excellent care
Been seeing Dr Clapham for past year she is an asset to this surgery, very thorough and has time to listen.
Dr Kreyer was very helpful
Even though at times it is difficult to get an appointment the care of our doctors is brilliant
On line booking & prescription service is great
There are more doctors available than previous years all of which I have found to be empathetic and professional.
Have seen some great doctors in early pregnancy who called & followed up with me which really touched me & meant a lot (Dr Cheung & Dr Radford.)
I am pretty satisfied with all aspects of my care. Dr Southall & Nurse Kirby are both excellent.
Trainee doctors should know how to disseminate data from computer system
Dr went out their way to offer extra tests after my son had to attend A&E to ensure he was completely recovered.
Receptionists are nice & friendly.
Seen several of the new GPs and feel they are beyond excellent – always dealt with professionally and given time. Dr Radford is brilliant.
Always get good service & care
I’ve had 4 children, Jean Brookes has been my midwife during all pregnancies and attended the home birth of daughter no.3 – she’s fab.
Very prompt repeat prescription service
Just joined surgery, much improved on previous one.
Receptionists vary too much: some are very pleasant & helpful: others conform to the stereotype & create unpleasantness. Service with Lister hosp is very sloppy, had to pay for treatment at another surgery that should have been done at Lister. Nursing staff are exceptional. A pleasure to visit Mary whose professionalism is of the highest standard. Most doctors are polite and treat patient as a person BUT their profile is unknown.
Dr Southall is always very attentive and helpful.
I was pleased to be personally contacted by the nurse concerning availability of typhoid vaccine.
Dr Southall is a very good doctor, he has time and care, reassures you before leaving.
Always feel I get good advice I come in for.
Lovely surgery.
Always found the doctors and nurses to be attentive and caring.
Been a patient for 2 years and have always received good service.
The time Dr Hodgson gives me – feel like a stopwatch is running when I see other doctors.
Dr Melanie Hodgson is such a lovely lady, she listens so carefully and is patient and kind.
The doctors are all polite and seem genuine.
We have always received supportive and compassionate care from the GPs & health professionals.
All the staff and doctors are extremely helpful. The online booking system is great & it makes it so much easier to book an appointment.
Always find reception helpful and in my experience doctors run to time.
Great doctor – Dr Hodgson.
Online appointment booking and ordering repeat prescriptions is brilliant.
Online booking is very good
Very professionally run practice, very happy with all the doctors I see.
Some doctors are really helpful, some not so. As a new mum it’s important I feel listened to and not just brushed off.
Lots of people say they can never get an appointment, I always do. Perhaps they are too fussy!
I feel this is a great surgery; always try their best to accommodate my needs.
Everyone is very kind.
Dr Cheung was very good and wanted to follow up with me which I found really good.
Practice nurses are always really helpful & knowledgeable. Online booking service is fantastic.
Follow up from doctors.
Dr Southall & Dr Radford are excellent.
The nursing team are brilliant, they make me feel good when I am low about my wounds - can talk to them about anything.
Reception has become a lot friendlier over the last few months; a smile goes a long way so they are nice to see.
I have been seeing Dr Cheung recently and feel that her care has been imperative to my recovery.
Dr Cheung and Dr Ju Lee have been fabulous this month – had a bit of a crisis and they’ve been wonderful.
Always treated quickly and efficiently, friendly staff.
Reception efficient, phones answered swiftly, midwives very good, sufficient opening hours.
On time for midwife apt today, thank you.
Always been happy with the service I receive at the surgery.
Excellent midwifery at this surgery.
Hospital & GP are in touch and keep me in the loop, thank you.
Never had any problems getting appointment on the day.
Dr Hodgson is very caring and thorough in her treatment and aftercare.
For years I saw Dr Seaman and he was superb. Dr Radford has been very good and rang me when I did not renew medication.
All doctors that I have seen have always been professional and listen before making decisions.
Having moved to Stotfold from Hitchin recently I have been extremely impressed with the surgery. Any doctor I’ve seen here has been very approachable & thorough. I have been very impressed with Dr Cheung & Dr Hodgson. Thank you.
Always easy to get appointment, pleasant staff.
Very, very, very satisfied with care by Dr Evelyn Sauw. She was extremely thoughtful and investigated illnesses to explore my condition.
Dr Hodgson is a fantastic, thorough caring doctor who is the perfect example of how a doctor should be with their patients. If she were a hotel she would be rated 5*.
Always a friendly face on reception and anytime I have needed an appointment quickly for my toddler every effort is made to sort it out there and then – couldn’t ask for more.
Very glad to see Dr Lewis back, he has always provided me with exemplary care and service.
Thanks to ALL staff at Larksfield.
Dr Radford’s care and attitude for any issues regarding our toddlers.
How good all staff are at the surgery with all my family.
Clean environment, spacious, pleasant helpful staff. All GPs I have seen have been very professional.
I am very happy with all the doctors and staff at the surgery, you are all friendly and I don’t feel judged when coming here.
Patients are still able to book same day appointments, this is very important.
To enable the PPG to assess your responses, check that a reasonable cross section of the practice population has been surveyed, to see if any particular group has any specific concerns and to see if the PPG needs to aim future communications at any unrepresented group, please complete the following:
MALE [ 33% ]
Which age band are you in?
Under 18 [ 1% ] 18-24 [ 8% ] 25-34 [ 15% ] 35-44 [ 18% ]
45-54 [ 25% ] 55-64 [ 19% ] 65-74 [ 13% ]75-84 [ 1% ]
85 or over [ 0 ]
FEMALE [ 67% ]
Under 18 [ 0.5% ] 18-24 [ 12% ] 25-34 [ 47% ] 35-44 [ 43% ]
45-54 [ 33% ] 55-64 [ 27% ] 65-74 [ 21% ] 75-84 [ 5% ]
85 or over [ 0.5% ]
______
If you have any other comments, which you would like a response to, please detail below, with your contact details:
Would it be possible to fine patients not turning up for appointments?
Would be nice to see the same doctor at each visit
Impossible to get an appointment when phoning in the morning
The new service one call is a complete nonsense and undone 19 years of helpful access to the district nurses – a true backward move.
If you could just make an appointment without having to phone at 8am or after lunch for that day
The main issue I have experienced is getting through on the phone at 8am to make an emergency appt for that day.
Phone cancellations to be recorded more accurately to avoid warning letter being sent inappropriately.
Perhaps Dr’s time slots should be longer than 10 minutes as things cannot be investigated in such a short space of time.
Online booking is an unfair facility for the elderly who cannot use it.
Not happy to receive letters to say that if I don’t turn up for an appointment my online use is threatened, especially when I have a daughter with health issues.
Would be useful to be able to access blood test results on line and standard results for comparison