Claverley Medical Practice Survey2011/12
Claverley Medical Practice
Survey Results
Claverley Medical Practice Survey2011/12
Claverley survey
How the survey was carried out
Firstly, we made a first draft of a survey using previous models. Secondly, weasked the opinion of our Patient Reference Group to see if the survey wasapplicable and easy to complete. After taking into account any commentsand input from the Group, we then made a final draft of the survey andcarried this out during a 3 month period in 2011.
A total of 160 patients took part in the survey
We targeted patients who attended the doctor, practice nurse, during clinics,i.e. flu vaccination clinic, baby clinic, chronic disease clinic, includingpatients attending the surgery to collect prescriptions etc.
Claverley Medical Practice Survey2011/12
Claverley surveyAge/Sex breakdown
•Female0-50 years = 33
•Female 51+ years= 54
•Male0-50 years= 15
•Male 51+ years= 48
•No age range entered
•Female = 3
•Male = 3
•No age-sex range= 4
Claverley Medical Practice Survey2011/12
Claverley survey results
Consultation Experience
Claverley Medical Practice Survey2011/12
Claverley survey result
Reception and staff
Claverley Medical Practice Survey2011/12
Claverley survey result
Dispensing Services
Claverley Medical Practice Survey2011/12
Claverley survey results
Generally
Claverley Medical Practice Survey2011/12
Claverley survey results
Access
Claverley Medical Practice Survey2011/12
Patient Comments on Access
Age range 0 50
I was able to book with a GP of my choice but had to wait longer for an appointment – Female
Found it easy to speak to a nurse when needed – Female
Sometimes found it hard to get through on the telephone – Female
Always been offered an appointment within 2 days – Male
Early or late appointments would be good – Male
Difficult for my wife to see the female Doctor – male
Age range 51+
Easy to book if you will see any GP – Female
I have never had a problem – Male
If it was urgent I have been seen – Male
I choose to wait longer than 2 days to see a Dr of my choice – Female
Difficult to get through by telephone early in the morning – Female
No appointment available within 2 days as they were fully booked – Female
Have had to wait a long time to have a blood test - Female
Claverley Medical Practice Survey2011/12
Patients General Comments
Age range 0-50
Very happy with reception staff and Doctors – Male
Appreciate the late appointments – Female
Age range 51+
I feel very fortunate to have access to both Pattingham & Claverley Surgeries – Female
Totally satisfied – male
Everyone extremely helpful & pleasant – Female
Improve the ventilation in the waiting rooms – Female
Overall very good indeed – male
Would like to be able to get a sooner appointment when I am ill and need to be seen – Male
Do not like the television in the waiting room – Female
Never feel rushed or unimportant – Female
Claverley Medical Practice Survey2011/12
Patient Comments to Improve thePractice
Age range 0-50
More car parking space and more than 1 months prescription at a time – Female
Make it easier to book with a GP of your choice – Female
Needs a better Website – Male
Always have to wait over appointment time – Female
Please try to keep to time – Female
I like it just the way it is – Female
Age range 51+
Open Pattingham Surgery more often – Female
Would like to be able to phone my repeat prescription to the surgery – Male
Practice very well run – Male
Could not do better – Female
Quicker blood and x-ray results – Male
Is there any where in the building where we can speak privately to the receptionist – Female
Claverley Medical Practice Survey2011/12
Practice Feedback/Action Plan- We have taken on board our patients’ feedback and haveendeavoured to address some of the problems highlighted as below :
PROBLEMS HIGHLIGHTED
1.Difficult for my wife to see the female GP
2.No appointment available within 2 days
3.Have had to wait a long time to have a blood test
4.Early or late appointments would be good
5.Improve the ventilation in the waiting room
6.Do not like the television in the waiting room
7.More than 1 month repeat prescription
8.Speak to the receptionist in private
9.Need a better website
Practice Action Plan – immediate solution
1.Action: To increase our female doctor’s sessions to offer more choice. This has now been put into effect and Dr Negrine hasmore sessions at Claverley surgery.
2.Action: We have made more appointments available bookable “on the day” for patients who are acutely ill. This will bemonitored closely for effectiveness and patient feedback.
3.Action: We decided to trial a “walk-in” phlebotomy clinic every Tuesday am at Pattingham to address the waiting timeencountered by some patients. The clinic starts at 8.30 am until 11.45, no appointment necessary but we do expect the patientto bring their blood request form with them. Patients cannot be seen for a blood test that the doctor has not approved. This willbe monitored and we are happy to have feedback on the “walk-in” clinic experience.
4.We do already have extended surgery on a Friday with early and late appointments.
Action - to advertise our extended opening hours more widely so that patients are aware.
5.We have tried to address this in the past with a free-standing air conditioning unit and fans. As the practice carries out morevaried clinics we have gotten busier and therefore more patients are in the waiting room. We are happy to open windows etcat patients request.
Action plan: to source and price air conditioning.
6.Action: The decision was taken to turn off the TV screen but put in a radio instead as the practice needs some backgroundsound to offset the open nature of the reception. This is to ensure patients confidentiality is respected.
7.No Action: The practice took the decision 2 years ago to issue only 1 month prescriptions. This has cut down wastage ofmedicines enormously, and fulfils the national prescribing guidelines of 28 day prescribing for best practice.
8.Unfortunately our surgery is very stretched with regard to available space.
Action: to have a plan of when rooms are available and it may be that patients may be asked to come back at a different time ifthey wish to consult more privately with a member of staff.
9.Action: The practice have recently set up a new interactive website where prescriptions can be ordered online and travelquestionnaires completed and sent online etc.
Claverley Medical Practice Survey2011/12
Medium/Long-term Action Plan
•To look at solutions or recommendations for alleviatingparking problem/lack of car parking space
•To continue to review and monitor appointment system toensure patients have enough choice and can be seenappropriately.
•To look at costs for air conditioning again for the waitingroom.
Claverley Medical Practice Survey2011/12
Please let us know your views
•We would be extremely grateful for any feedback onthese survey results. Your input will help improve ourservice to you.
•Please do fill in a comment form (attached) or you cancomment online through our new interactive website.
•Thank you to all who participated in the survey. Wedo appreciate the time taken. Our patients are at theheart of the practice and we sincerely value yourcomments.