LONDON LANE CLINIC

Patient Survey Report

and Action Plan 2014

This year the Patient Survey was designed and developed in-house to try and focus on priority areas identified by the practice and the Patient Participation Group. We also wanted to reach a wider audience than in previous years, so, as well as using the usual paper format, the survey was also posted on the surgery website to try and maximise the spread of responses.

In previous years our response rate has been around 200 questionnaires. This year we had a response rate of 300 questionnaires. Questionnaires were given out during morning surgeries, afternoon surgeries, one late evening surgery and one Saturday surgery.

Thank you to everyone who completed the survey!

1. Profile of Patient Participation Group

The make-up of the current London Lane Clinic Patient Participation Group is as follows: It has twelve members, of whom eight are female and four male.

Age range: Ethnicity:

16-44 0White 81%

45-644Asian or Asian British 18%

65-74 3Caribbean 8%

75 or over5

Please also see analysis table at Appendix B.

2.Recruitment of patients to the group

As a practice we are satisfied that the Patient Participation Group is as representative as possible. Posters inviting interested parties to express their interest and a website invitation have continued from last year. Clinicians have actively tried to recruit younger members to the group, however, as in the past, there has been no uptake in younger patient groups.

3. Seeking the Group’s views of priority areas

A meeting was convened of the Patient Participation Group on 5th February 2014 in which priority issues were discussed. E-mails were invited from Patient Participation Group members who would be unable to attend to allow members to put forward any suggestions/ideas.

It was agreed the practice population would be surveyed with a set of 17 questions, some of which had previously been asked in the 2012 and 2013 surveys.

Priorities for a patient survey were agreed after discussion of patient suggestions, practice concerns, and themes from patient feedback.

In summary, priority areas identified by the Patient Participation Group and practice team were:

  • Telephone Access
  • Awareness of the ability to opt out of sharing data with the HSCIC
  • Usefulness of the surgery newsletter
  • Awareness and usefulness of the Electronic Prescription Service
  • Helpfulness of reception staff

4. Description of the Survey and how it was carried out

  1. To ensure enough patient questionnaires were completed for the survey to be valid, the survey was carried out in-house. Questionnaires were handed out to patients as they attended the surgery for appointments.
  2. 300 questionnaires were completed and returned. This is a large enough sample size to provide a valid survey report.
  3. The completed questionnaires were analysed by a member of staff with a degree level qualification in statistics and experimental design.

5. How the practice consulted with the Patient Participation Group on the action plan

  1. A second Patient Participation Group meeting was held on 19thMarch 2014 at the surgery to discuss the results of the patient survey. E-mail participation was invited from those members who could not attend.
  2. At the meeting the survey results and patient comments were reviewed and discussed with members of the Patient Participation Group.
  3. A proposed action plan arising from the survey was developed and agreed.

6. Action Plan

  • We will publish our Local Patient Participation Report on our practice website by 31 March 2014.
  • We will make the report available as a paper copy at the reception desk for patients to read.
  • There will be details of the Local Patient Participation Report in our next newsletter.

The following areas were identified as action points from the result of the survey and discussion with the group

  1. Publicity for telephone appointments – to put on the newsletter.
  1. Newsletter : to make the newsletter accessible on the practice website.
  1. Publicity for on-line access –to do an advertising blitz by leaflet and on the practice newsletter. Practice also to investigate whether it is possible to have a link on the website to request EMIS access pin codes.
  1. An additional telephone to be installed for taking appointment requests.

The action plan and report were e-mailed to Patient Participation Group members including those unable to attend the meeting and they were invited to comment. The report was then finalised.

Practice opening hours and how patients can access services throughout core hours.

SurgeryOpening Hours:

Monday / 8.00am – 12.30pm / 2pm – 8.30pm
Tuesday / 8.00am – 12.30pm / 2pm – 6.30pm
Wednesday / 8.00am – 12.30pm / 2pm – 6.30pm
Thursday / 8.00am – 12.30pm / 2pm – 8.30pm
Friday / 8.00am – 12.30pm / 2pm – 6.30pm
Saturday / 8.15am - 12 noon (Booked appointments only)

Access to reception and practice services can be obtained as follows:

  • Attending reception in person
  • Phoning the surgery
  • On-line access to book appointments and request repeat prescriptions and on-line messaging
  • Faxing the surgery

Excerpts from patient survey analysis:

Q8 Do you find the surgery newsletter helpful?

Yes ………………………………………. 21%

No ………………………………………… 2%

I don’t know about it………………………76%

Q4 How helpful do you find receptionists at the surgery?

Very helpful ……………………………………….61%

Fairly helpful……………………………………… 34%

Not very helpful …………………………………… 2%

Not at all helpful …………………………………… 0%

No opinion………………………………………….. 2%

Appendix A

Comparative figures

Patient views on telephone access over time – 2012-2013-2014

How easy is it to get through to someone at

your GP practice on the phone?201220132014

Very easy ...... 27%23%30%

Fairly easy ...... 53.5% 54%49%

Not very easy...... 13.5%14%10%

Not at all easy...... 1.5% 3% 4%

Don’t know...... 1% 1% 1%

Haven’t tried ...... 3% 5% 6%

The results show small changes to patient views on telephone accessibility, with a small improvement this year: those responding that it was very easy or fairly easy decreasing from 80.5% to 77% in 2013 then increasing to79% in 2014, and those responding that it was not very easy or not at all easy changing from 15% to 17% in 2013 to 14% in 2014 of the sample group in 2014. The percentage who said they hadn’t tried has increased, which may reflect the growth in the use of the Patient Access on-line booking system to book appointments.

Patient views on accessing clinical staff over the phone over time – 2012-2013-2014

How easy is it to speak to a doctor or nurse on the telephone? 2012 2013 2014

Very easy ...... 9%10%20%

Fairly easy ...... 33% 22%33%

Not very easy...... 12%16%10%

Not at all easy...... 1% 3%4%

Don’t know...... 9% 11% 8%

Haven’t tried ...... 35% 38%26%

Results show an increase in the number of patients who responded that they found it very easy to speak to a doctor on the telephone while the number of patients who have done this had increased. This may reflect a greater awareness of the service amongst patients following a publicity campaign last year.

Appendix B

Profile of Patient Participation Group

Patient 1
/ Patient 2
/ Patient 3 / Patient 4 / Patient 5 / Patient 6 / Patient 7 / Patient 8 / Patient 9 / Patient 10 / Patient 11 / Patient 12
Patient Profile
Male /  /  /  / 
Female /  /  /  /  /  /  /  / 
Carer / 
Have children under 16
Age Group
Under 16
17-44
45-64 /  /  /  / 
65-74 /  /  / 
75 & Over /  /  /  /  / 
Ethnicity
White British /  /  /  /  /  /  /  / 
Irish
White & Black Caribbean
White & Black African
White & Asian
Indian /  / 
Pakistani
Bangladeshi
Caribbean / 
African
Chinese
Any Other / 

Practice Patient Profile

Age range: Ethnicity estimate:
0-15 18% White90.3%
16-44 39%Asian or Asian British 4.9%
45-6426%Black 2.4%
65-74 9%Mixed 1.6%
75 or over8%Other non-white ethnic groups 0.8%
Gender:
Male48%Female 52%

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