Patient survey from STREATHAM PARK SURGERY
Standard report and analysis for Dr Zahid Ghufoor
Contents:
How the survey was carried out
Summary of results
GPAQ evaluation questions
GPAQ report questions
Demographics
Discussion of results and action points
Appendix 1. Background to the GPAQ questionnaire
References
Date: 25 February 2014by Dr Zahid Ghufoor
How the survey was carried out
At a meeting with the practice’s patient group it was agreed that a survey be carried out in accordance with Department of Health directions (Direct Enhanced Service). The patient group agreed areas that they wanted the survey to cover. In this case the main questions looked at the Receptionists. A questionnaire was developed by modifying the old GPAQ questionnaire (version 2). The questions were approved by the patient group.
The questionnaires were distributed to consecutive patients coming to see the GPs at the surgery (at both sites-Mitcham lane, which is the main site and Franciscan road, which is the smaller branch site) during November to January. The aim was to obtain approximately 40-50 completed questionnaires for each GP, therefore the questionnaires were distributed until this target had been achieved. The questionnaires were completed anonymously by patients and then placed in a collection box in reception. The completed questionnaires were collated and the responses were entered onto an excel spreadsheet for analysis. The results are tabulated below-split for each site.
As well as having an overall report,individual reports for each GP were made as the questionnaire also looked at patient perceptions of the consultations with the GPs.
The results are reviewed by staff and reflected on in a practice meeting with suggestions for how to improve the patient journey. The report is also discussed at the Practice Patient Group meeting with ideas collated into an action plan.
Summary of results
GPAQ evaluation questions
The following table summarises the individual scores for the evaluation questions in GPAQ, i.e. the ones where patients made a judgment about how good that aspect of care was. Each score is expressed as an average (mean) for all patients who completed the individual question. They are represented as a percentage of the maximum possible score, so the best possible score in each case is 100. You will be able to see the areas where your practice scores well and where improvement may be needed, both comparing aspects of care in your own practice and comparing yourself with others.
The figures in the right hand column contain current national GPAQ benchmarks for that question. Once again, these figures are expressed as percentages of the maximum possible score in this table. These are regularly updated on the GPAQ website. Details of how many patients completed each of the individual responses for each of these questions for your practice are given in full in appendix 3.
Mean score / GPAQ benchmarkQ2. Satisfaction with receptionists / 78 / 70
Q3a. Satisfaction with opening hours / 58 / 65
Q4b. Satisfaction with availability of particular doctor / 63 / 60
Q9b. Satisfaction with continuity of care / 66 / 68
Q10a. Satisfaction with doctor's questioning / 83 / 81
Q10b. Satisfaction with how well doctor listens / 86 / 75
Q10c. Satisfaction with how well doctor puts patient at ease / 85 / 84
Q10d. Satisfaction with how much doctor involves patient / 85 / 81
Q10e. Satisfaction with doctor's explanations / 87 / 75
Q10f. Satisfaction with time doctor spends / 80 / 70
Q10g. Satisfaction with doctor's patience / 85 / 74
Q10h. Satisfaction with doctor's caring and concern / 86 / 74
Q11a. Ability to understand problem after visiting doctor / 63 / 73
Q11b. Ability to cope with problem after visiting doctor / 60 / 68
Q11c. Ability to keep healthy after visiting doctor / 55 / 63
Table 1. Mean scores of evaluation questions (as percentages) compared to the GPAQ benchmarks
These benchmark figures are based on data from 232,908 respondents to both the postal and post-consultation versions of GPAQ (combined) collected during the 2004/2005 contract year. Separate benchmarks for the two different versions of GPAQ will be posted in due course if on-going analyses show that mode of administration produces significantly different GPAQ scores after controlling for social and demographic factors known to influence patient evaluations.
Please check our website for further information.
GPAQ report questions
Some GPAQ questions ask about specific experiences, or ask the patient for specific information. The responses to these questions are summarised here.
Q3b. Additional hours requested / Number of responses ML / Number of responses FRMornings / 7 / 12
Lunchtime / 6 / 9
Evenings / 17 / 37
Weekends / 24 / 36
None / 41 / 52
Q4a. Availability of particular doctor / Number of responses ML / Number of responses FR
Same day / 39 / 23
Next working day / 5 / 6
Within 2 working days / 2 / 6
Within 3 working days / 7 / 7
Within 4 working days / 4 / 2
5 or more working days / 6 / 11
Does not apply / 11 / 29
Q9a. Continuity for seeing same doctor / Number of responses ML / Number of resposnes FR
Always / 14 / 6
Almost always / 16 / 26
A lot of the time / 13 / 18
Some of the time / 18 / 40
Almost never / 5 / 3
Never / 2 / 1
Demographics
The following tables display the demographic data collected in GPAQ.
Q12. Sex / Number of responses ML / Number of resposnes FRMale / 29 / 39
Female / 49 / 68
Q13. Age / Number of responses ML / Number of resposnes FR
Up to 44 years old / 31 / 21
45 years old and above / 45 / 61
Mean / 50.5 / 50.3
Q14. Long standing illness, disability or infirmity / Number of responses ML / Number of resposnes FR
Yes / 44 / 61
No / 31 / 40
Q15. Ethnic group / Number of responses ML / Number of resposnes FR
White / 36 / 49
Black or Black British / 17 / 18
Asian or Asian British / 18 / 25
Mixed / 5 / 4
Chinese / 0 / 0
Other ethnic group / 2 / 4
Q16. Accommodation status / Number of responses ML / Number of resposnes FR
Owner-occupied/ mortgaged / 35 / 45
Rented or other arrangements / 36 / 47
Q17. Employment status / Number of responses ML / Number of resposnes FR
Employed (full/part time, self-employed) / 22 / 40
Unemployed / 5 / 3
School or full time education / 5 / 2
Long term sickness / 10 / 13
Looking after home/family / 8 / 15
Retired / 24 / 26
Other / 1 / 1
Reception questions
Questions / Yes (ML) / Yes (FR)Calls answered in a polite manner? / 98.8% / 96%
Receptionist identified herself? / 65.8% / 79%
Were you asked to confirm identity? / 91% / 91.6%
Were you asked when the appointment was needed? / 86% / 84%
Were you asked with whom the appointment should be made? / 50% / 51%
Were you asked the reason for your appointment? / 93.6% / 89.7%
Were you able to make the appointment of choice with the clinician of choice? / 87.7% / 74.5%
If you did not specify a GP, were you told which doctor you would be seeing? / 75.7% / 76%
Were your appointment details confirmed by the receptionist before the call ended (apt time and with whom)? / 96% / 97%
Were you offered alternatives-different GP or different day or Saturday morning? / 57.8% / 85%
Do you understand the appointments system? / 88% / 90.6%
Has the appointments system ever been explained to you either verbally or in a leaflet? / 48% / 77.8%
Are you aware that you can book a routine appointment up to 2 weeks in advance? / 71% / 78.5%
Are you aware that we offer telephone consultations? / 51% / 59.8%
Have you been offered and an appointment at the other site in an emergency? / 9.6% / 52%
Do you know we offer Saturday appointments? / 24% / 43.5%
Are you aware that there is a practice booklet with information regarding our times and appointments available? / 35% / 57%
Have you ever been offered a practice booklet? / 13.6% / 27.5%
Are you aware that we have a practice website where this information is also available? / 45% / 60.2%
Comments from patients
1.Is there anything particularly good about your health care?
Franciscan Road
I really appreciate this surgery. Very helpful and kind
Found the appointment system weary would like to make appt when I need them. Time waited to see GP
was 15 minutes from having booked an appt. Not a lot of help when you have mental illness.
Need more information in the GP
You are doing well. Keep it up
The Dr are not always time to listen
Always get appointments same day
Not very good
The one doctor I choose to see-Dr Ghufoor is excellent.
I like the fact I am able to see the same doctor as she knows my medical history
Pleased that now get letters from specialists with results of consultations
The healthcare we receive is very good
My doctor was very friendly and helpful
GP looking after my health very good
Everyone in the practice seem to do the best they can for the patients
1.the staff and doctors are very responsible and good at their job.
2.I have always been heard and replied apart from some issues I mentioned below
I like the reminder confirmation texts. Saturdays and late night appointments. Its free
Drs + nurses generally good but have been given conflicting advice before which did not help.
Dr Ghufoor very good. Locum always behind, seems confused + usual wait over 1 hour which is not acceptable. She is lovely but practise always in a mess when she covers appts
Yes
Do not know
Excellent, friendly staff. Fantastic service provided
The GP always care about me when I see him or her they always treat me well and kind
I find the staff and doctors of the surgery extremely friendly and caring, from the moment I call to make an
appointment with receptionists knowing they are talking to me, to the consultation, the doctor knowing my history.
I feel very safe being in the care of GP surgery-Franciscan lane
Very happy and contented-satisfied with the overall care I receive & have received over the years; would not changemy care from this GP practice if I can help it
The standard of care is very good. The practice is clean and comfortable in an appropriate surroundings.
I am always been treated with absolute courtesy.
Tests at the hospital is communicated to patients via SMS text messaging system is absolutely fantastic andhave to be commended.
The amount of care and concern by all at the surgery is very good and the surgery is very good for my needs
Receptions-the staff are very kind & polite
Good
I do believe my doctors understand myself & my family, have empathy, offer support, respect my knowledge as a very involved parent and endeavour to do as much as they can if/when we need assistance.
I believe the team of staff are caring.
Dr Samarasinghe is a busy doctor. I always try to see her if I can. She is understanding, thorough and very caring.
Dr gives you complete confidence in her expertise
Everything
Lots
I have been with the same drs surgery since childhood and have always found the staff to be helpful, friendly& very efficient
Availability of appointments. Particularly value Dr Hussains care for patients. Quiet practice. Friendly receptionists who are polite and sensitive on the phone
I can normally get a same day emergency appointment
Mitcham Lane
I am very active and independent and take good care of myself
Nothing
All generally excellent
The reception staff always smile, even when they are busy! This surgery is very friendly and warming. I have got friends who now come here for treatment
I am receiving excellent Care at this surgery
It seems easy to get an appointment on the day
V good
I am satisfied
Good
Doctors do look after me
The doctors of the practice
Great news is that am able most of the time to book an appointment on the day. However if I do not get to the phone on time, am unable to be seen that Day
The doctors does see to your problems and always advises you
always happy with our doctor
The doctors are generally very attentive
2.Is there anything that could be improved?
Franciscan Road
When a patient tries for an appointment with a Dr of their choice and one is not available, a note be made on their records so that reminder letters are not constantly sent out. Especially when the patient is asked to call back, does and can’t get an appointment again
Repeat prescriptions keep being changed without explanation
Yes-bookings!- working adults should be given better bookable range of appts ie every evening at either Mitcham or Franciscan or early morn. Those NOT working have all day to see the Doctors and nurses
Main issue is booking appointment is very difficult given that you have to phone at a specific time and there are not always appointments left
No
n/a
Repeat prescription to be done with more care
Do not think so
Increased days for evening surgery
If the appointment system could be reviewed. To wait for two weeks to see a doctor of your choice is too long. I think Saturday mornings should be opened between say 8:30am-12:30pm
not at this present time
a small TV would be very interesting, esp. to see the news of the world/and or improvements in medical care around
Perhaps longer appts when necessary
I am satisfied
Not that I know of
Yes waiting times, you book an appt for a certain time but you always have to wait longer than the time stated it says on the wall appts are 10 mins long but they always seem longer when you are waiting to be seen I have rarely gone in on my appt time and the later the appt the longer you have to wait. Today I had to wait 15 mins over my appt time then had my 10 mins with Dr
Appointment
Opening every evening except Weds days be good
Dr has done the necessary blood tests and referred me when necessary to specialist and has give me information about health and changed and reviewed medication when necessary and offered me the necessary advise
Would like to see the dr I ask for
Awaiting advice and scan on hip
No I was very happy
n/a
Appointments available up to 7pm during the week. Due to work hours it's not always convenient to make appointments at existing availability. 7pm seems fair
Can't think of anything
1. No privacy while talking to the receptionist in clinic because everyone can hear you out even if you speak softly, reception and sitting area should be separate in my opinion! 2. In busy periods 2 doctors can be helpful to see the patients to safe time as some time we have to wait more than 30 mins to see a doctor
1 appt = 1 problem very difficult perhaps time slots need to longer as it always feels like you are being rushed. More explanations given by doctors rather than being handed a pile of paper to read. More reading material (magazines) in waiting room.
Mitcham Lane
I do not know
The decoration I can help with that if such arrangements can be made
often long waits-not really stated when at reception
Waiting times
none
Yes, the ability to be able to see my regular doctor. Long waiting times
Once an appointment has been made, you often find yourself waiting to be seen by a doctor 20 minutes or more after your appointment time
Attitude & manner in which spoken to by staff at times can be abrupt & impolite
Good at the moment
Nothing I can think about
Not necessary
The waiting room is too hot, I think this is not good especially for babies and elderly people. I think it is better to control the central heating to a comfortable temperature
The surgery should leave some slots for people to be seen in an emergency. The times Ive called after the appointments are finished, I've been advised to call the following morning or go to the A&E. I would also like to know what an emergency is when the surgery is running with a few doctors
Tri-monthly blood tests to check iron levels
I cant think about anything
3.Any other comments?
Franciscan Road
Thank you! My most valued surgery in a long time!
I am on long term disability. I do not understand the need for so regular prescription reviews.
Frustration that those not working full time given better appt times than those who work. On line system of booking appts-as often surgery shut/on lunch etc. Cover for lunch breaks-phones should be open!
Open longer hours
No
Nothing
All the Dr's and staff are always good to me
none
On the whole I enjoy coming to see any doctor. They are so polite & kindhearted and caring
Just thank you!
This is probably the best surgery I have ever attended-it is clean, polite, efficient. I never wait long to be seen and my doctor has got me through some tough times dealing with my depression
None
None
I appreciate doctors and staff. Thanks very much
Keep up the good work Streatham Park Surgery
As long as I have a good doctor to look after me
My appointment was at 9:10am I arrived at 8:55. Called to see the doctor at 09:25-9:45 which is excellent. 10 x 2 mins. Thanks
I find that all the receptionist staff are great with dealing with medical care. Caroline has excellent people skills and is always ready to help. There are other staff that are great to but I have not remembered their names
I have not got any new comments to make
1. very hard to get an appointment. All the appointment gets finished in 1 min whether you stand or call on time as well sometime. "it's a struggle to get appointment now" 2. nurse appointment should be available more than 2 days a week. 3. Blood test availability if can be provide would be very nice as there is at least 40-50min wait in hospital