The Bridge Surgery Patient Group Survey Results – October 2011

The

Bridge Surgery Patient Group

Survey Results

October 2011

Background to the survey

As part of signing up to the Patient ParticipationDirected Enhanced Service (DES) the practice, in conjunction with its patient group,has to undertake a survey of registered patients. The DES was introduced in April 2011 with the aim of promoting the proactive engagement of patients through the use of effective Patient Participation Groups and to seek views from practice patients through the use of the local practice survey.

The content of our survey was agreed by the Patient Group at meetings on 20th July 2011 and 13th September 2011 and was partly based on a questionnaire that ‘The Tutbury Practice’ had compiled and given permission for other surgeries to use. A copy of the survey can be found in Appendix 1 on page 9. Minutes to past patient group meetings are available on the website or upon request from the practice.

Conducting the survey

The survey was conducted by members of the Bridge Surgery Patient Group over several dates in October and November 2011 when group members asked patients in the waiting roomif they would like to complete a survey. The patient either completed the survey themselves or the group member asked the questions and completed the survey on the patient’s behalf. The dates were chosen to coincide with the running of large flu clinics and also during normal surgery time and were as follows:

Tuesday 4th October 2011 – all day

Wednesday 5th October 2011 – morning

Thursday 6th October 2011 – afternoon

Tuesday 8th November 2011 – morning

Wednesday 9th November 2011 - morning

A total of 478 surveys were completed in this way.

The survey was also available on the surgery website ( from October until the end of December. An e-mail and link to the survey was sent to members of our Virtual Patient Reference Group and to newsletter subscribers. A total of 50 surveys were completed online.

The total number of surveys completed by the two methods above was 528, which equates to 5.2% of the practice’s registered patients(10,113) as of 1st October 2011.

The completed questionnaires were collated and analysed by the patient group members.

Acknowledgements

The doctors would like to formally recognise the enormous amount of work by the Patient Group Members into conducting the survey and collating the results. It has been a huge undertaking and the practice could not have run a survey on this scale without them.

The Patient Group Members would like to thank all the patients who took the time to take part in the survey.

Next steps

The survey results have been discussed by the different teams within the practice and at Patient Group meetings on 11th January 2012 and 1st February 2012 and will be used by the practice and Patient Group to inform and shape an action plan.

Age, gender and ethnic background of patients completing the survey

Age of Patients Completing the SurveyAge of Registered Patients

Under 1620%160716%

16-24336%111811%

25-34408%100110%

35-446011%127013%

45-548115%168517%

55-648516%140014%

65-7413225%107711%

75-847113%6877%

85+204%2683%

Not specified31%

Gender of Patients Completing the SurveyRegistered Patients by Gender

Male19337%491449%

Female32161%519951%

Not specified143%

Ethnic Background of Patients Completing the Survey

White British50896%

White Irish41%

Mx Wh & Bl Car10%

Mx Wh & Bl Af00%

Mx Wh & Bl As00%

Indian10%

Pakistani00%

Bangladeshi00%

Black Caribbean00%

Black African00%

Chinese00%

Other51%

Not specified92%

Ethnic population of registered patients is 0.4% (source Practice Health Profile produced by Staffordshire Public Health, March 2012).

Survey Results

Question 1

How do you rate the overall service and care you receive from the practice?

Very Satisfied43482%

Fairly Satisfied7614%

Neither20%

Fairly Dissatisfied51%

Very Dissatisfied51%

Not specified51%

Question 2

In the past 12 months how many times have you seen a doctor and/or nurse?

The number of visits in the past 12 months totals 3298.

The lowest number of visits by a patient in the past twelve months was 1 and the highest was 104. (This could be an error but it is feasible if the patient was having twice weekly dressings at the surgery by the nurse.)

The average number of visits in the last 12 months by survey respondents is 6.

Question 3

On pre-booked appointments which doctor do you normally see?

Dr Waddy9017%

Dr Pidsley7514%

Dr Sellens306%

Dr Georgiou8716%

Dr Wong5310%

Dr Rafiq7915%

Dr Handley194%

Multiple/Not specified459%

Internet Response509%

The above relates to the doctors that the patients who took part in the survey normally see, and are not reflective of the popularity of the doctors. Dr Handley and Dr Sellens work part time so their numbers are expected to be lower than the other doctors in any case. Some doctors were on duty on each occasion when the survey was carried out, while other doctors were on duty only on some of the occasions that the survey was carried out. In the future we would attempt to better balance out when the surveys are held to ensure that all doctors are evenly covered.

Question 4

Are you satisfied with the care provided by that doctor?

Yes52299%

No20%

Not specified41%

Almost all of the comments made about the doctors were positive and a full list of all the responses can be found in Appendix 2, pages 10-12. Each GP has received a list of the individual comments made about them and will use this as a basis for discussion at their next appraisal.

Question 5

Regarding pre-booked appointments what improvements/changes would you like to see?

A significant number of the comments received were to reduce the waiting time for pre-booked appointments, i.e. to be seen on time. Many were requests to book online and also to be able to sign-in electronically on arrival at the surgery. There were several requests to be able to book appointments further ahead than the current 6 weeks. Also some patients want to be able to book a day or so before. A few patients indicated that the phones should be answered more quickly. Suggestions included more evening and weekend surgeries, being able to see the patient’s preferred doctor, being able to see a female doctor, telephoning before 8.00am to book an appointment, being informed on arrival if the appointment is running late, booking longer times to talk to the doctor and not needing to call later when more appointments are released.

Many patients also indicated that they are satisfied with the current system.

For a full list of responses, please refer to Appendix 3, pages 13-15.

Question 6

Would you like to be able to make appointments on-line?

Yes26851%

No24246%

Not specified183%

Question 7

Are you satisfied with the current same day appointment system?

Yes43783%

No5711%

Not specified346%

Question 8

Regarding the same day appointments system what improvements/changes would you like to see?

A significant number of the comments received were about the difficulty getting through by phone, particularly at 8.00am, and also about being asked to ring back at 11.00am when the afternoon appointments are released. Some patients expressed difficulties getting appointments on the same day or the next day when required. Some patients wanted the ability to book appointments in advance, early morning/evening appointmentsand more emergency appointments. Many patients wanted to see their own doctor when booking a same day appointment. Over half of the comments were from patients satisfied with the current same day appointments system.

Please refer to Appendix 4, pages 16-18, for a full list of responses.

Question 9

Are you aware of what services our Practice Nurses provide?

Yes35768%

No16431%

Not specified71%

Question 10

Are you aware of the Patient Group and how to contact them?

Yes13926%

No38072%

Not specified92%

Question 11

Are you are of the Virtual Patient Reference Group?

Yes7614%

No43582%

Not specified173%

Any further comments:

Many varied comments, both positive and negative were received under this heading. These included text reminders for flu jabs, better signposting of the doctors’ rooms, more privacy at reception, lack of reading material available in the waiting room and the attitude of some of the reception team. All the comments are availableto view in Appendix 5, pages 19-20.

Appendix 1 - The Bridge Surgery Patient Group Survey October 2011

1 / How do you rate the overall service and care you receive from the practice?
Very Satisfied
□ / Fairly Satisfied
□ / Neither
□ / Fairly Dissatisfied
□ / Very Dissatisfied
□
2 / In the past 12 months how many times have you seen a doctor and/or nurse?
3 / On pre-booked appointments which doctor do you normally see?
Dr Waddy
□ / Dr Pidsley
□ / Dr Sellens
□ / Dr Georgiou
□ / Dr Wong
□ / Dr Rafiq
□ / Dr Handley
□
4 / Are you satisfied with the care provided by that doctor?
Please make any comments: / Yes □ / No □
5 / Regarding pre-booked appointments what improvements / changes would you like to see?
6 / Would you like to be able to make appointments online? / Yes □ / No □
7 / Are you satisfied with the current same day appointment system? / Yes □ / No □
8 / Regarding the same day appointments system what improvements / changes would you like to see?
9 / Are you aware of what services our practice nurses provide? / Yes □ / No □
10 / Are you aware of the Patient Group and how to contact them? / Yes □ / No □
11 / Are you aware of the Virtual Patient Reference Group? / Yes □ / No □
12 / What age are you?
Under 16
□ / 16-24
□ / 25-34
□ / 35-44
□ / 45-54
□ / 55-64
□ / 65-74
□ / 75-84
□ / 85 or over
□
13 / What is your gender? / Male □ / Female □
14 / Please circle the ethnic background do you most identify with:
White British / White Irish / Mixed White & Black Caribbean / Mixed White & Black African / Mixed White & Black Asian / Indian
Pakistani / Bangladeshi / Black Caribbean / Black African / Chinese / Other

If you wish to make any further comments please use the back of this form.

All information given will be treated in the strictest confidence and will not in any way prejudice your current position / relationship with this practice. It will be used to improve our services to you.

Thank you for taking the time to complete this survey.

Appendix 2

Question 4 - Are you satisfied with the care provided by that doctor?

Comments made about the doctor:

  • I prefer to see Dr Waddy but it is very difficult to get an appointment with her.
  • Puts herself out.
  • Yes definitely.
  • Highly satisfied – couldn’t be kinder or better in any way.
  • Very caring GP.
  • Excellent care.
  • Sometimes find it difficult to get an appointment with Dr Waddy.
  • Yes very.
  • Dr Waddy is very busy and it is difficult to get an early appointment to see her, often has to be with alternative doctor.
  • Listens.
  • Very personable and professional.
  • Dr Waddy has been brilliant.
  • Helpful.
  • Very happy. (x 3 comments)
  • Very happy. Dr Waddy is very caring and helpful.
  • More than satisfied.
  • None very pleased.
  • Excellent doctor.
  • Willing to listen.
  • Excellent care, very professional, caring and supportive.
  • Dr Waddy is always there if needed, which is so reassuring
  • Extremely satisfied with Dr Waddy, nothing is too much trouble.
  • Dr Waddy is an excellent doctor who makes you feel comfortable discussing your concerns. All of the other Doctors are also approachable and I don’t mind seeing any of them if Dr Waddy is not available.
  • Very good. (x 3 comments)
  • Excellent. (x 4 comments)
  • Very satisfied.
  • Absolutely.
  • Yes - and every other doctor I have seen. This is an excellent practice.
  • He was very helpful when I was ill a couple of years ago.
  • Very satisfied – he’s my family doctor.
  • Thorough and supportive.
  • A lovely man.
  • Excellent care, very professional, caring and supportive.
  • I enjoy a good patient/doctor rapport with Dr Pidsley as my regular doctor, but also find all the doctors very approachable at the surgery.
  • Great.
  • Very caring – allows plenty of time.
  • Dr Sellens has been very good to me.
  • Excellent – thorough and friendly.
  • I am most happy with the care and attention of Dr Sellens.
  • Very understanding and helpful.
  • Very, very good.
  • Brilliant, very personal.
  • Friendly and good with women’s problems.
  • Very kind, patient and thorough.
  • Very understanding – you never feel rushed.
  • Willing to listen.
  • I am more than satisfied with Dr Sellens’ care. She is a very caring and dedicated Doctor who does not judge me when I "often" go to see her I have every confidence in her ability as a doctor,she cheerfully goes that "extra mile" to ensure her patients get the best care possible. For that I am extremely grateful and consider we are very blessed to have such a good doctor at Bridge (Street) Surgery.
  • Always ready to listen never feel I have to rush.
  • Very happy.
  • Dr Georgiou has been excellent.
  • I have found him very supportive and feel he has investigated my symptoms thoroughly.
  • He has been really good.
  • Extremely satisfied.
  • Very satisfied. (x 4 comments)
  • √ satisfied.
  • Entirely! Empathetic and pragmatic.
  • Very helpful also explains everything well.
  • Very caring and helpful.
  • Always attentive, caring and helpful.
  • Very satisfied. I am pleased to see Dr Georgiou.
  • Excellent care, very professional, caring and supportive.
  • Dr Georgiou always listens and he is thorough.
  • Dr Georgiou and also Dr Wong have been very understanding and extremely caring, dealing with my problem very promptly, to which I was very grateful.
  • Yes very happy. Very trustworthy and honest, easy to talk to.
  • 100% Dr Wong is a fantastic GP. He has helped me no end. Can’t thank him enough.
  • Sometimes?
  • Very. (x 3 comments)
  • Very thorough.
  • Not really, he spends a lot of time typing and does not remember info you tell him.
  • Very friendly and competent.
  • Yes. (x 2 comments)
  • Yes, very satisfied.
  • 100% - Dr Wong has been fantastic, he listened to me and never doubted me. I moved to this surgery when I wasn’t being helped.
  • Always friendly and extremely helpful. Easy to tell problems to.
  • Very patient focused.
  • Dr Wong is very approachable and straight talking.
  • Very satisfied despite often running late. Always has time for me.
  • Absolutely brilliant doctor  !
  • Usually runs late which sometimes affects my schedule.
  • Very satisfied.
  • Dr Georgiou and also Dr Wong have been very understanding and extremely caring, dealing with my problem very promptly, to which I was very grateful.
  • We hold the Bridge Surgery in very high regard, having received great care with a variety of needs and that care has been given by Dr Wong and on occasions by Dr Rafiq and Dr Pidsley as well as Sr Katherine. The practice clerical team have always provided excellent consideration whenever we have felt a need to contact the practice during our four years in Burton.
  • Very understanding.
  • Very caring and understanding and professional.
  • First class.
  • Very. Courteous and professional, shows great understanding and sensitivity.
  • Always willing to listen and assuring.
  • He’s a very good doctor and listens fully to the problem. Comes up with options if you want them.
  • Definitely.
  • Sometimes I have felt a little patronised by Dr Rafiq but he has been good overall.
  • Very satisfied.
  • Very thorough and easy to talk to.
  • Always very friendly and welcoming.
  • Always attentive, caring and helpful.
  • Dr Rafiq doesn't talk down to you, very approachable and able to talk to him about any problems or concerns I may have.
  • Very satisfied with the care received.
  • Very satisfied.
  • Dr Handley listens and explains things in detail.
  • Dr Handley has been a great help to me, her support is much appreciated.
  • A very caring doctor, he is always right with his diagnosis and punctual with his surgery.
  • Always has time for you. A very nice doctor.
  • Always takes time to listen.
  • Excellent care. I am extremely pleased with the way I am looked after medically.
  • Have found all the doctors extremely good and actually have no preference.
  • He is great, understanding puts you at ease.
  • He is one of the best Doctors I have ever seen. He has completely sorted me out. I hope to continue to see him in the future if I need it.
  • Help over many years very much appreciated, thank you.
  • I am always extremely satisfied with the care provided by my GP. Having an ongoing long-term illness this has proved really important to me.
  • I am more than satisfied with the treatment that I have received from all of the doctors, sisters, nurses and reception staff. The right combination of professionalism, humour, efficiency and TLC.
  • I am very satisfied.
  • I would like to say that I find the care provided by the doctors and nurses is excellent. All the staff I meet at the surgery are very polite and courteous.
  • Superb doctor.
  • There are some doctors that I now avoid because of the way they have dealt with me in the past; unfortunately the list is growing..... I was told I had cancer when I was on my own - not good. A doctor gave me the advice to make a memory box - which made me think they expected me to die! When I was depressed and upset near Christmas the doctor said the advice they could give was not to let the cancer get me down - maybe they should try having it and see how they feel......
  • Understanding doctor, very good with dealing with children, highly praised.
  • Very nice doctor.
  • Very good doctor easy to talk to.
  • Very satisfied, could not get a better Doctor, very caring and understanding.

Appendix 3

Question 5 - Regarding pre-booked appointments what improvements/changes would you like to see?

  • More availability.
  • More evening and Saturday surgeries.
  • I would like to see the Doctor I ask for.
  • None – very good service by all staff.
  • Very pleased with the service I receive.
  • Less waiting time.
  • They are always good at trying to get you an appointment.
  • To be able to make an appointment much sooner than days after the day of phoning.
  • Quite happy
  • None (x 81 comments)
  • Satisfied with present system (x9 comments)
  • Nothing at all (x2 comments)
  • Would like to pre-book in advance.
  • To be able to book further ahead.
  • Phones answered more quickly.
  • Would like to be able to make appointments online.
  • They are very satisfactory.
  • Can’t think of any improvements necessary.
  • Would like to be able to book appointment 1 or 2 days forward.
  • Internet booking.
  • Long delay on phone booking.
  • Already good.
  • Happy.
  • Perhaps a little longer appointment time to talk longer.
  • None, really happy. Can always get an appointment, even on same day if needed. Very satisfied.
  • I find it hard to get an appointment out of work hours, so perhaps more late night hours?
  • Less waiting?
  • Nothing – very good (x3 comments)
  • Able to see requested doctor.
  • Being able to book every 8 weeks instead of 6 weeks.
  • Easier to get appointments.
  • Could have a computer so patients can just sign in themselves.
  • Happy with status quo.
  • Be able to speak to someone before 08.00.
  • If we need to do some kind of test would be great if we could do it as soon as possible, while being ill, but not in a big period of time, when we feel better.
  • More appointments you can pre-book before the day.
  • Self check-in scheme.
  • Can’t get through on phone. Kept a long time.
  • It would be helpful if we could use one telephone no for results of tests and appointments.
  • More availability of appointments.
  • To get in on time stated.
  • Appointments available when ringing up, not having to ring again in the afternoon.
  • Try to keep to timings.
  • Better time keeping (waiting times shortened)
  • Appointments should run to time – waited as much as 45 mins.
  • Being able to book appointments in further advance.
  • Waiting times.
  • Phone call waiting time (for answer).
  • Same day – or next.
  • Less waiting times.
  • Wish to pre-book appointments.
  • Maybe being informed by receptionist on arrival if doctors are running late.
  • Running more on time.
  • Realistic appointment times – usually have to wait.
  • Weekend appointments.
  • Car parking is awful and seems to be worse since pharmacy opened nearby.
  • To be seen on time.
  • Excellent.
  • I am very happy with the present arrangements.
  • They are good at the moment, you can always get in.
  • Time keeping.
  • Too long to wait for appointment (EMW).
  • Internet appointment system.
  • Online booking would be good (x4 comments)
  • Web appointments.
  • A little more in advance (8 weeks).
  • To be able to book for the next morning the day before.
  • When you phone for the next day and they say ring tomorrow at 8am the appointments are normally all gone.
  • Not so long to see a doctor.
  • Being able to ring day before for appointment.
  • You get seen on time.
  • Less waiting time – doctor running late.
  • Nothing – I have been very satisfied.
  • Appointments usually later than time given.
  • Reception staff’s attitude sometimes is bad.
  • More appt to cut calling back.
  • Being able to ring and book in one phone call and not ring back when more appointments released. Easier to get through on phone.
  • Being able to see a doctor on time.
  • Would sometimes like to book for the same week but often unable to do so.
  • Increased availability.
  • All is OK
  • As far as I am concerned I never have a problem with pre-booked appointments.
  • I would like to be seen on time and then not to be rushed out before I have said everything I want to say. To make matter worse there is a sign saying so many people did not turn up, so surely there are lots more time for the people that do turn up.
  • It seems to be taking longer to get through to book an appointment these days.
  • No change.
  • No problems.
  • Not aware of any need for changes.
  • Patient information recorded correctly, telephone to be answered faster
  • Sometimes female patients want to see a female GP and that isn’t always possible. I’m not sure how this could be changed, but some thought needs to be given to this.
  • Sometimes I would like to be able to make appointments for reviews several weeks in advance but the computer system doesn't seem to allow this. When I am booked up at work sometimes I need to book a long way in advance to be sure I get a date in my diary.
  • Sometimes it is difficult to get an appointment with the same Dr I work full time and know when my days off are and would be nice to be able to phone and make appointment for the following week without being told to phone on the day and very often the Dr I wish to see is not available on the day I phone and I also understand people don’t turn up to appointments which are then wasted when then book in advance.
  • Speaking on my experience I am satisfied.
  • System is fine, text message reminder is excellent.
  • The ability to pre-book a regular appointment.
  • There should be access to a doctor for the Nurses when they are with a patient.
  • When receptionist says no appointments for tomorrow etc. ring at 8am, it’s so difficult to get through, so gets a bit frustrating. But I appreciate they can only answer so many calls at once, so not their fault.

Appendix 4