PATIENT SURVEY REPORT 2011/12
Patient Reference Group
In April 2011 the Vesey Practice agreed to invite patients to have a say in the way the practice is run and the services that we offer. Our aim was to create a virtual patient reference group (PRG). Patients willing to join the group would be contacted via email for their opinion and ideas if the practice were planning to make any significant changes to the services offered to patients or changes affecting patients for example a change to the appointment system etc.
We felt it was important the profile of the group was representative of our registered patients.
The steps taken to create the group were as follows:
- Posters were situated around the practice inviting patients to join
- Information was added to our TV information screens
- Questionnaires were placed on the reception desk for patients to complete giving details of their email address
- Doctors invited patients to join during consultations
- Letters were sent to categories of patients that were not represented in order to engage the category
At the time we collected profile statistics we had 41 patients that had agreed to join the group although we did receive a small amount of interest following this. Below is a description of the profile of embers in the PRG.
Demonstrating how a Patient Reference Group is RepresentativePractice Population Profile / PRG Profile / Difference
Age
% Under 16 1489 (16.1%) / % Under 16 0 (0%) / 16.1%
% 17-24 790 (8.5%) / % 17-24 1 (2.4%) / 6.1%
% 25-34 1101 (11.9%) / % 25-34 3 (7.3%) / 4.6
% 35-44 1213 (13.1%) / % 35-44 7 (17%) / 3.9
% 45-54 1377 (14.9%) / % 45-54 9 (21%) / 6.1
% 55-64 1293 (14.05%) / % 55-64 8 (19%) / 4.95
% 65-74 926 (10%) / % 65-74 10 (24.3%) / 14.3
% 75-84 695 (7.5%) / % 75-84 3 (7.3%) / 0.2
% 85 and Over 316 (3.4%) / % 85 and Over 0 (0%) / 3.4
Total = 9200
Ethnicity
White / White / 66.1%
% British Group / % British Group
% Irish / % Irish
Mixed / Mixed / 0.69%
% White & Black Caribbean / % White & Black Caribbean
% White & Black African / % White & Black African
% White & Asian / % White & Asian
Asian or Asian British / Asian or Asian British / 1.65%
% Indian / % Indian
% Pakistani / % Pakistani
% Bangladeshi / % Bangladeshi
Black or Black British / Black or Black British / 0.06%
% Caribbean / % Caribbean
% African / % African
Chinese or other ethnic group / Chinese or other ethnic group / 0.69%
% Chinese / % Chinese
& any other / & any other / 30.3%
Gender
% Male 4556 (49.5%) / % Male 14 (34.1%) / 15.4%
% Female 4644 (50.4%) / % Female 27 (65.8%) / 15.4%
Differences between the practice population and members of the PRG / We have tried for the past 3 months to get people to join our Virtual Patient Reference Group by advertising in the surgery, doctors asking patients, handing out leaflets and writing to patients to try and obtain an ethnic mix. At present we have 41 White, 1 mixed, 0 Asian, 4 Black and 0 Chinese we continue to advertise and hand out the questionnaires.
A welcome email was sent to all group members explaining a bit more of what we would like from the members.We also explained that our first intention was to run a patient survey with their help preparing the questionnaire and review of the analysis. From the outcome of the survey we would require their help in preparing an action plan for improvement.
Survey Questionnaire
A copy of the GPAQ questionnaire used previously in general practices was emailed to all members asking them to highlight questions which they thought were necessary or would benefit the practice. Members were also asked for their thoughts on other areas which questions should be asked.
A very positive response was received from group members highlighting questions from the GPAQ questionnaire and also questions relating to the self check in system, information screens, locum doctors etc.
From these suggestions a patient questionnaire was generated and emailed to the group members for their comments. Again we received a very positive response including ways in which to condense the contents and reduce the amount of pages and slight alteration to the text content. Once all members were happy with the questionnaire it was agreed that from the 1st November 2011 we would hand the survey questionnaires to patients visiting the practice, email the questionnaire to patients whom we held email addresses for and post a limited number of the questionnaires. Our aim was to receive between 200 – 250 completed questionnaires within the month of November although we did not achieve this and therefore continued into December.
Analysis
A spreadsheet was devised enabling us to analyse each completed questionnaire and record any comments made. A total of 220 completed questionnaires were received and analysed and the findings were very positive towards the practice along with many positive comments. However the survey also identified areas for improvement where possible (see action plan) and negative comments from patients regarding areas for improvement which unfortunately were not possible for example car parking spaces (see action plan).
A copy of the analysis and comments received were emailed to all group members asking if they could provide ideas for improvements where needed. Again we received positive feedback from our group members offering various ideas as requested.
Please see the results of the survey below including patient comments:
VESEY PRACTICE PATIENT SURVEY ANALYSIS 2011
Below is the response received to our survey questions. The survey has proved to be very positive with regards to the services offered by the practice although there are a few areas of concern.
Please tick the appropriate answers
Q1: In the past 12 months, how many times have you or a member of your family eg: a child, seen a doctor or nurse at the practice? None 1-5 times 5-10 times More
2 / 118 / 61 / 37Q2:How do you rate the way you were treated by the receptionists at the practice?
PoorFair GoodVery Good Excellent
2 / 12 / 48 / 87 / 68SURGERIES
Q3:How do you rate the hours that the practice is open for appointments?
PoorFairGoodVery GoodExcellent
0 / 19 / 66 / 98 / 35Q4:Are you aware of our late evening surgery with a doctor and a practice nurse which is run from 6.30 – 8.30 on Monday evening? Yes No
167 / 52Q4a:Where did you hear about this clinic?
Receptionist Posters in the Practice Website Newsletter
35 / 113 / 7 / 2Q4b:Have you been seen in the above clinic?YesNo
33 / 128Q4c:Do you feel this evening clinic benefited you? YesNoif no please explain why
31 / 2Q5:Are you aware of our early morning surgery with a doctor which is run from 7am one morning per week? Yes No(please enquire at reception) please go to Q5d
72 / 145Q5a:Where did you hear about this clinic?
Receptionist Posters in the Practice Website Newsletter
27 / 32 / 6 / 3Q5b:Have you been seen in the above clinic? YesNo
11 / 60Q5c:Do you feel this early morning clinic benefited you?
Yes No if no please explain why
11 / 1 / As a pensioner I would leave this space for patients who workQ5d: Are you aware of our minor illness clinic which is run by our nurse prescriber who will see patients with the following
Sore throat, Chest infection, Ear infection, Rash, Urinary infection, Simple eye infectionetc:
YesNo(please enquire at reception) please go to Q6
153 / 59Q5e: Where did you hear about this clinic?
Receptionist Posters in the Practice Website Newsletter
54 / 88 / 7 / 4 / TV in waiting areaQ5f:Have you been seen in the above clinic? Yes No
74 / 76Q5g:Do you feel this clinic benefited you?
YesNo if no please explain why
72 / 0 / I feel that this service would benefit us being able to speak with the nurseby phone before making the appt
Ability to get appt on the day
Quick and convenient
Q6:Are there any additional hours you would like the practice to open? (please tick all that apply) Lunch Times Saturdays None
12-2pm AM PM I am satisfied
13 / 99 / 23 / 94ACCESS
Q7:When contacting the practice for an appointment how do you rate the following?
A:Ability to get through on the telephone
PoorFairGood Very GoodExcellent
15 / 75 / 60 / 29 / 10B:Are you aware that you can make an appointment via the internet?
YesNo(please enquire at reception) please go to Q7D
154 / 53C:Do you use the internet booking system? YesNo if no please explain why
46 / 104Don't know how to x2
Worried about registration
No Internet x 28
Problem setting up x 5
Prefers to speak to someone x 9
Does not use internet very often x 1
Lack of confidence x 2
Lost log in details
Forget to use it can always get through to receptionist
Patients computer is unreliable
There weren’t appointments available at a time that suited
Too lazy but will endeavour to use it in the future
Keep forgetting to get the forms and rarely book appts for myself
Usually comes in person enjoys the walk
Will look at using in the future
Not used as yet X 3
Because we usually need an on the day appointment x 2
Prefer to use my very good Nokia
Always able to book at reception when collecting prescriptions
Don't know
Lives locally to surgery for booking and telephone
Easy enough to use the telephone x 6
Not registered
D:How often are you able to book with your usual doctor either by telephone or internet?
Almost Always Some of the time Almost Never N/A
119 / 64 / 15 / 11E:How often are you able to get an appointment when you require one with a doctor or a nurse?
Almost Always Some of the timeAlmost Never
153 / 52 / 4F:How often are you able to get an appointment on the same day as you contact the practice?
Almost Always Some of the timeAlmost Never
89 / 95 / 23G:Have you ever had to see a Locum Doctor at the practice? YesNo
31 / 176H:Were you happy with the consultation?YesNo if no please explain why
30 / 0I:How happy are you with the outcome of treatment you receive from the doctors and nurses at the practice Not happy Sometimes happy Very happy
0 / 24 / 183OTHER SERVICES
Q8:Are you aware that you can order your repeat medications via the internet?
YesNo(please enquire at reception) please go to Q9
152 / 57Q8a:Do you use this service? Yes No
71 / 85Q9:Do you use the self check in system? Yes No if no please explain why
117 / 80Rather speak to receptionist x 11
Always able to check in straight away with receptionist x 4
Not sure how to x 12
Lives close to surgery
Only just become aware of it x 5
Used once and it failed to register x2
Didn't know about it x 4
Can't reach wheelchair user
I have never had this explained to me
Never works properly x 5
Never been a queue
Do not like this system
It doesn't tell you where to go to wait for the doctor
Q10:When waiting for your appointment do you read the information screens, notice boards and posters situated in the waiting areas? Yes No
200 / 15Q10a:Do you find the information interesting and helpful? Yes No if no please explain why
196 6Not informed of services on there
Cannot see the screen
Too much information
Already know most of it ex-nurse
Not updated very often especially the TV screens
Never really applies to me
Q11:Would you recommend this practice to others? YesNo Maybe
200 / 3 / 12COMMENTS FROM THE PATIENT SURVEY 2011
Positive Comments
Very happy with minor illness clinic as it saves time having to wait for Dr appt
Is given the chance to get her point across
Able to get regular reviews if necessary
Well run practice and excellent service
Your seen quickly and listened to
Finds Dr's nurses and receptionists very helpful
The Dr's and nurses are always very thorough and take time to ensure the treatment is right
Over past 12 months great efforts have been made to make appointments more accessible to people who work and it is great to be able to see a nurse for straight forward cases.
Happy customer of many years
I have a lot of respect for the current crop of practitioners
Have friendly staff
Generally good have no complaints
Caring doctors and nurses
Like the repeat prescriptions and link to Boots the Chemist
Impressed by the solar panels
Well managed very well staffed with high standard and efficiently operating
I like the fact that you can call up on the day for an appointment
Hopefully the newsletter will inform patients of the other services and clinics run by the practice
I have lived in Sutton for 9 years and have attended the Vesey Practice for that time. I have found all the doctors I've seen to be great especially spending time with you and listening.
I have always had a follow up to see if the new medication is working ok.
The Dr's are always patient and refer you when necessary
I would not want to lose the excellent receptionist service for some formal call centre that would know nothing of the patients background or needs
I do value the on the day appointment system some do not have it
Both doctors and nurses are prepared to spend time and explain symptoms/drug dosages etc
Very good health centre
The doctors are very caring and provide a good service
They are very thorough and professional and have given good care both to me and my husband
I have been with the Vesey Practice for years and find the service professional, helpful and courteous
The practice nurse this evening (Gill) was excellent in every way and took care of me extremely well
Dr Ashton and all the other doctors we have seen have looked after my family with great care and we are grateful
All good, a good service
The internet for prescriptions is invaluable. Also online booking being able to choose the time an doctor all excellent.
When being very unwell came into surgery seen very promptly by nurse and GP and treated appropriately
Receptionists are very helpful never failed to make an appointment on the day when arriving at surgery at 8.00am
Excellent practice doctors always give you ample time in consultation
Very helpful when a problem occurs with a patient I have been partly responsible for their care.
No problem requesting contact with patients doctor on the telephone.
Seeing the same doctor is an advantage as I have an incurable blood cancer
The willingness of Dr Solari to make home visits on the rare occasions needed is good
The positive friendly attitude of the reception staff and nurses is good.
I really appreciate the extended opening as I am in full time employment
Extended hours really helpful
I feel the standard I receive is excellent. I have received prompt care and referrals to appropriate others.
Doctors and nurses are caring and have concern for patients wellbeing
Receptionists although busy are polite and helpful
I have always found the service offered by doctors, nurses and admin staff most supportive. Thank you for an excellent service.
In the short space of time we have been with the practice we have been wonderfully looked after by the doctors, nurses and receptionists etc. We will very much miss the practice but will endeavour to find a practice in Hampshire which hopefully will be half as good as yours.
The practice keeps to the old-fashioned family doctor ethos
Care has been excellent
We have good doctors and Nurse Sally
The nurses are great, helpful and knowledgeable
Dr Garbutt is a very amenable and understanding doctor
On the whole a pleasant enough practice. Dr Garbutt very nice and easy to talk to.
Doctors are always very thorough and I have confidence in them
We have found all the doctors in the practice to be excellent but have particular cause to be grateful for the outstanding care and kindness of dr's Leung and Turner. Overall it is a superb practice and we are very appreciative of the care and advice we receive. Please pass on our thanks to all the staff for being such professionals
The doctors I have seen have always given me the care I have needed
May I thank all at the surgery for the care you have given me and my family over the many years we have attended
In this day and age of complaints I would just like to say I find all the staff helpful and friendly
Good doctors
Late and early surgeries would benefit me as I work full time
We are very satisfied with our health care
Very happy
Only seen Dr Garbutt he has been excellent support and very accommodating
I find the practice very good on all counts
Friendly atmosphere, cooperative people generally
Very efficient practice
Excellent service from my doctor
I do believe I am well cared for and everyone is very pleasant
My sincere thanks to everyone at the practice for making it a welcoming place for client/patients
Always very helpful
Late evening appointments excellent development.
I personally have noticed over the last 6 months that the reception staff are far more helpful and I am always helped to get an appointment when needed.
The reception staff are generally happy and helpful
My doctor is understanding and sympathetic
Everything I seem to have needed for me and my family has been met/offered
Thank you for treating my family
Good follow up of tests and treatment
Thank you for general care
I always feel respected and trust the advice I am given. All staff are professional