Heathbridge Practice Patient Questionnaire 2013-14
General Rating of the practice(353 completed)
Last time you saw or spoke to a GP
from Heathbridge Practice, how good was that GP at the following?
Q1 Giving you enough time
Very good (206) 58%
Good (121) 34%
Neither good nor poor(19) 5%
Poor(0) 0%
Very poor(2) 0.6%
Does not apply(5) 1.4%
Q2Involving you in decisions about
your care
Very good (191) 54%
Good (120) 34%
Neither good nor poor (28) 7.9%
Poor(4) 1.1%
Very poor(0) 0%
Does not apply(8) 2%
Q3How long after your appointment
time do you normally wait to be
seen?
I don’t usually have appointments at a particular time
(23) 7%
Less than 5 minutes (63)18%
5-15 minutes
(197) 56%
More than 15 Minutes(63) 18%
Can’t remember(8) 2%
Q4 Did you have confidence and trust in the GP you saw or spoke to?
Yes, Definitely
(264) 75%
Yes, to some extent(76) 22%
No, not at all (5)1%
Don’t know, Can’t say.(6) 2%
If you would like to say which GP you saw, please put their name here:
On “no not at all”- 3 did not state doctor, 1 stated one doctor and 1 response a different doctor
Q5 Would you recommend your GP
surgery to someone who has just
moved to your local area?
Yes, Would Definitely Recommend(252) 71%
Yes, would probably recommend(72) 20%
Not sure (11) 3%
No, would probably not recommend(5) 1%
No would definitely not recommend (2) 0.5%
Don’t know(4) 1%
Services we offer and local priorities
Q6 Have you ever visited the practice website?
Yes (142) 40%
No(200) 57%
Does not apply – no internet(11) 3%
Q7 If yes, please state why you would go on the website:
Prescription re-ordering (38) 11%
Checking opening times and location (99) 28%
Checking services offered(36) 10%
Looking up general health advice(22) 6%
Booking online appointments(28) 8%
Other – please state below: 7 contact details (or phone number)
2 Doctors’ interests / profiles
Q8Are you aware of any of the following services offered here or locally?
NHS healthchecks for 40-74 year-olds
(67) 19%
Expert Patient self-management Programme(6) 2%
Self-referral online for maternity care at Kingston and Chelsea & Westminster(16) 5%
Bowel Cancer Screening for people in their 60s(41) 12%
Online appointment booking for Heathbridge routine GP appointments(71) 20%
Ordering repeat prescriptions online through (85) 24%
Telephone appointments with a GP(143)41%
Q9Where do you turn to in a non-life threatening medical emergency when the practice is shut?
This is for a problem you would usually see your GP about if the practice were open.
Ring 111 (76) 22%
Ring 999 (18) 5%
Ring Harmoni (34) 10%
Go to A&E (95) 27%
Wait for the practice to re-open and call them. (117) 33%
Other(state below)
(27) 8%
NHS direct (now 111)
12 3%
Walk in centre (4) 1%
Internet advice (4)1%
Local Pharmacy
(2)0.5%
QMH MIU (4) 1%
Ask wife (1) 0.28%
Q10 Heathbridge Practice has GPs who attend board meetings to make changes to how services are set up locally – called a Clinical Commissioning Group (CCG).
What would like us to tell West Wandsworth CCG to focus on? (examples could include Childhood Obesity or access to physiotherapy locally, cost of access to gyms or healthy food or alcohol services)
SEE END OF RESULTS FOR ALL ANSWERS GIVEN
Q11Have you noticed any particular problems with NHS services locally?
We now have the ability to feed these back to local commissioners so please let us know in the space below.
SEE END OF RESULTS FOR ALL ANSWERS GIVEN
Q12 If there was one thing you could improve about this practice, what would it be?
SEE END OF RESULTS FOR ALL ANSWERS GIVEN
Q13 As GPs here, we strongly support Queen Mary’s Hospital, Roehampton. Is it your 1st choice hospital for most things?
Yes (208) 59%
No(78) 22%
Does not apply – they don’t offer the relevant service (25) 7%
If not why not:
Prefer CWH 27
Prefer STH 1
Prefer CCH 4
Prefer King’s 1
Prefer SGH 6
Prefer KH 6
Prefer Parkside 1
Not enough info about QMH services or did not know it existed 14
No A&E (esp Paeds A&E) 13
No Paeds Allergy or Paeds Derm 1
No burns unit or x-ray 1
Not for cancer patients 1
Too small 1
Parking too expensive 1
Q14Doctors often run late and this is hard to prevent. Which of these would you like implemented or continued to prevent this worsening?
Not seeing patients who arrive over 15 minutes late (109) 31%
Reception letting you know how far behind the doctor is running when you arrive. (276) 78%
Having a strict, one problem per consultation policy. (8) 2%
Having longer appointments but consequently longer waits for routine appointments. (23) 7%
Other suggestions were allow 20 mins for late patients or see them later and sending text messages if running behind.
Question 10:
-Access to Gyms (Cost) -13
-Diabetic Treatment
-Healthy Food- 3
-All of examples on sheet (Physiotherapy locally, Cost of access to gyms or healthy food, alcohol services)- 3
-I look after an old lady once a week, need a district nurse to check on her- or taxi service to hospital as I am not always able to help- ie more help for the elderly
-Council- Men
-Cheaper Leisure Centre Prices
-Help with depression for all ages
-More thorough checks for children
-Healthy food in Schools/ Nursery
-Don’t know
-Delay in getting Appointment with specialists
-Better communication & follow up with patients
-Cost of keeping fit would be good. Muscle tone for example in older people when walking would walking is not enough
-Better Cancer Screening
-Beef up the district nurses service
-Focus on healthcare not money making
-No- 5
-More available appointments
-Longer Appointments
-Less waiting time
-No Smoking service at the practise- 2
-Change people on voting list (excluding children)
-Cost of access to gym, esp yoga classes
-Physiotherapy- 10
-Chiropody
-Childhood Obesity- 7
-Cant think of anything- everything seems very efficient & comprehensive already
-Better care at CCH A & E- Walk in Centre on weekends i.e more Drs
-Keep in place for young people to do sport
-Fertility Problems/ treatment- 2
-Having more profetionists to examine patients
-Caring for elderly people in their home
-Health checks for over 65’s
-Quicker Appointments
-Better mental Health provision at a non urgent level
-Dementia Care
-Access to perinatal services at the GP Practise
-Explore possibility of home visits by GPs in emergency
-Postnatal Care
-Healthy food & Exercise
-Local Mental health treatment
-Healthy food- 3
-More awareness of services that are already provided- I had no idea about the NHS Healthcheck for the over 40s until I raed this
-Keep fit groups
-Opening times being later on more than Tuesday
-Out of hours service
-Old age problems
-Access to self healthcare awareness/ knowledge/ management
-Diet help
-Health & Dietry education
-Mental Therapy
-Wider range of cows milk free baby food
-Dietician Clinique
-All forms of counselling
-Cost of local facilities
-Affordable pilates classes
-For my babys first few checks I had to go over to wandsworth which was quite awkward- could these be done at Eileen lecky?
-More Health Visitor support- eg with breast feeding
-Reduce time waiting for appointment
-Flu jabs for Children
-Asthma Expert Clinics
-Pleased with what you offer i.e Alcohol help & Anxiety help & Physiotherapy
-Shorter waiting times for Physio
-Mental Health Problems
-General Obesity
-Drug & Alcohol Problems
-Improve availability of out of hours service
-Access to help after having an operation if home alone
-Accessibility of appointments
-Longer opening hours
-More flexible
-Nearer A & E service
-Alcohol
-Emergency v’s regular appts….. what about non emergency non routine? Its very hard to get an apt if something is not quite right but not an emergency
-Faster access to physiotherapy
-Psychological care & a speedy approach following referrals from dedicated GPs
-Focusing on children to eat healthy
Question 11:
-Access to Sharps bins
-Medical Disposal
-No Problems -66
-Failure to be called back for check up with consultant (Obs tetirican CWH)
-Difficult seeing specialists under 5 week wait- not goog
-All consultants communicating better with each other.
-A & E Waiting times too long
-Waiting times to get consultant appointment too long
-Hospital waiting times too long (C & W Particulary)
-No Drs from this practice available out of hours
-Should be able to take consultant prescriptions to other pharmacies (Pharmacy waiting times can be up to 2.5 hrs)
-Waiting times for GP Appointments- 2
-Ring ill and they just say go to DR or A & E, so now just go to A & E
-Waiting times- 2
-Difficult to put things in place for an elderly relative recently moved to the area. OT, physio, wheelchairs, district nurses
-Local Mental Health Facilities
-Availability at weekends (GPs)
-Very long waiting to see specialist when you have been referred by your GP
-Too many patients are immigrants who don’t pay tax!
-Don’t know rarely use it
-Not enough information on local counselling help
-No- Happily I have not needed to many services
-Very rarly use the NHS service and cant comment
-Too busy!!!
-Not encountered problems with GP practice yet
-People with weakness of immune system can not wait in general room with other patients and engage with various viruses
-St Georges seem to have more patients than they can cope with
-MRI & other very expensive equipment should be available on a 24/7 basis
-No flu jabs for 6mth- 2yrs age group
-No- service is always excellent at Heathbridge & QMH
-Very late apt. By the time you have seen GP you have solved the problem yourself using other sources or the problem has got worse
-Help with foot problems (Verrucas)
-Care of the elderly that is ongoing and not critical care based
-Effective flow of information between hospitals & GPs
-Appalling care at C & W labour Ward
-I recently had an MRI scan, long wait to get it
-No QMH is an excellent facility
-Yes
-I feel money is often wasted on things not necessary
-Weekend opening times, all medical practices shoule be 7 days a week
-No- I try to keep as healthy as possible to keep away from the NHS
-Only 1 late night
-Only cutbacks on nurses
-Fewer staff in hospitals
-NHS dental & skincare
-Cuts
-Yes, during birth of my daughter at C & W in Dec 2012- lack of staff and attention, was left for 10 hrs without being checked on, went to fully dilated on my own with no pain relief
-Was sent to wrong hospital even after being sent letter confirming apt time/ date and hospital. Used letter headed paper with wrong hospital address on it.
-For weekend GP access ive been sent to St Georges in Tooting- I know theres a clinic in Roehampton which would be much more convenient from Putney
-More Walk in centres would be good
-No very good and prompt which I appreciate
-A & E
-A long wait at Tooting Hospital (4 Hrs at wkend and evening with serious kettle burns to stomach after ambulance delivery. The person Dismissed themselves)
-Please keep sure start centres open. The one off west hill is amazing
-Lack of apt times, long waiting times to see GP if matter is not urgent
-Standard of GPs at QMH is inconsistent & very poor
-The long waits at A & E
-Physiotherapy at QMH not good enough
-Yes sometimes they don’t accept your requests
-Opening times seem limited
-Onweekends walk in clinics are exceptionally poor
-GPs appear over worked
-Have to wait 2 wks to see GP
-Greater population- longer waiting times (days) for an appointment
-The unacceptable over crowding & under provision at local maternity units & threats to close at least one
Question 12:
-After hours Appointments, Other than a late Tuesday offering.
-Allow appointments automated by phone call
-Easier to make early morning appointments
-I’m Very happy with this Practice
-Clean up on reception area, its rather grubby
-Drinking water
-Easier online booking for non routine patients
-Nothing- 20
-Confidence in GPS, I used to see Dr Payne who I trusted implicity. Don’t feel the same anymore.
-Being able to see the same Doctor More- 2
-Being taken more seriously Re Insomniac issues
-More appointment availability- 3
-More chance of getting the GP of your choice- who knows me
-The Furniture
-To be seen sooner
-Its quite difficult to book an appointment by phone
-More receptionists on front desk
-More specialist dermatologists
-Shortened time between requesting appointment & seeing a Dr- 3
-More reception staff (Too many staff at the back office and in rush time only 1 person on front desk)
-Another Telephone line (almost impossible to call for appointment)
-Ability to get an appointment
-Waiting times- 4
-More spaces for pushchairs in waiting area
-A very good practice already
-Out of hours service with a Dr from this practice
-2 evenings open rather than just 1 (easier when working to get appointment)
-Some reception staff are always amazing, others are not.
-Not enough experience to answer
-Being able to get appointments sooner
-More nurses appts
-Continuality of practice- seeing same GP and not having to repeat medical history
-Waiting time board for each GP
-Giving patients the option to go to walk-in-centre, A & E if emergency or reschedule if appts run late & into work comitments
-I have no complaints- staff always helpful inspite of being very busy
-Add another late night
-The whole apt process- too long to wait, too Lurcaucratic, too defensive, too customer is pain!!! Sorry
-I think the practice runs very efficiently
-Appointments more timely- I.E Less waiting time for both getting an apt and when you arrive for one.
-Weekend availability for emergencies - 2
-Not sure at this time
-Evening appointments
-Water cooler
-More Spaces
-Better baby changing facilities and feeding area
-Nothing an excellent practice with consistency, good service
-GP home visits where applicable
-If there is an alternative clinic or GP that you can attend in the area, recommending this rather than giving the advise to google something else
-Enclosed area for people with low immunity during flu epidemics
-Advice on an email basis
-If there is a special room for the patient e.g cancer it would be ideal
-Found it difficult to book an appointment online
-Being slightly friendlier on the phone and reception
-More Nurse Appts
-Flu jab for children- not in 2-3 year group
-Being able to get appointment more quickly
-Collaborate with the Physio upstairs e.g Pilates, physio etc
-Too many patients
-Long waiting times- 2
-Some great Drs
-Some unsympathetic
-Some Drs dismiss you, you come back to see another Dr to discover you are unwell. Waste of time sometimes.
-Nothing they do a great job
-More prompt adherence to scheduled appointments
-Shorter waiting times-2
-Profectionalism
-Good timing for an appointment
-Recommendations to the specialists
-Nothing, I personally think it’s a great friendly surgery
-Out of Hours GP (Practise) Attention/ Contact- 2
-Saturday Morning Opening
-I have never experienced any difficulties so I don’t have any suggestions for improvement
-Extended opening times, evenings & Weekends
-Availability of evening appointments
-Being able to see the same GP, never seen same GP twice
-A minor point- Usually a long wait to talk to reception on telephone, maybe more staff on telephone?
-Computerised booking works well but sometimes long queue on arrival, more staff on reception?
-No – I think we have a fantastic service, one thing that could be improved is appointment availability, sometimes have to wait over a week for an appointment
-All OK
-Continuity of Dr you see
-Saturday appointments- 4
-Reception- Only the older have a bedside manner, could do with teaching new members of staff
-See the same Dr on occasion- I never seem to see the same Dr twice
-Length of time to get an appointment and feel rushed in appointment
-Reception
-More Drs- 3
-More late appts or Saturdays
-Best GP practise I have been a patient of
-When ringing the practice its sometimes hard to get through
-Already a very well run practice
-Fantastic practice- very caring
-Its fine
-The opening times are already good but late evening/ early morning services are always much appreciated
-Very Happy
-Nothing I think you do a great job
-Information about paediatric Drs for example
-Shorter waiting times and clearer signs to the numbered rooms
-Listening to patients and helping them manage their symptoms even if the condition is viral. Only 2 Drs in the practice do that.
-If being sent for tests being informed of the result whether it is positive or negative. If I don’t hear I assume everything is fine but on occasion a follow up has been needed.
-An extra late night would be useful
-More money for NHS
-Nothing, I think the standard is excellent and the staff are wonderful
-Tidy up reception
-I think you try very hard so no matters spring to mind- perhaps let people know they have a voice via the patient committee.
-Nothing its good
-Being able to get antibiotics easilt for very painful things like cystitis quickly without an appointment
-Have found the practice to be excellent
-Out of hours GPs from this practice on call
-Drs that can listen and maybe read patient files before being seen
-Its an excellent Practice but perhaps the wait for a particular Dr can be looked at
-I have always had fantastic service here from all the staff
-Requests care for patient involvement
-Longer time with patients
-More Appointment slots
-Reduce waiting time to get apt- 2
-Nothing its great
-Put patients with certain problems with Drs who have special interest/ expertise in certain area
-All good thanks, appreciate that all staff helpful & polite
-More telephone times and operaters
-An easy monitoring system for checking BP
-Being able to see GP quicker- Usually at least a week to see specific Dr
-GPs usually avoid to refer to specialist, sometimes makes it difficult
-Electronic checking in system functioning efficiently
-This service is alright
-Longer opening hours and more Drs, also waiting times for appointments
-Some music in background
-Introduce a walk in no apt clinicBeing able to ask question by email
-Out of hours service
-Emergency vs regular appts. What about non emergency non routine, its very hard to get appointment if something is not quite right but not an emergency