Prospect SurgeryPatient Participation Group
Survey December 2012
•Practice population December 2012
7702
•Number of surveys completed
325
•Percentage responded
4.22%
Do you know any local groups the PPG couldcontact/visit to work with on future projectsand gain views from?
•Carers Wakefield
•"Team" Wakefield. Parents forum for childrenwith disabilities
•Nursing home patients / relatives
•Breastfeeding Friends
•Any group related to inpatient services as thereappears to be gaps in knowledge of procedure
Please detail below any additional commentsyou would like to make
•I think the staff have been very friendly andhelpful
•Listen more to the Patient
•The practice is well run and a couple of thedoctors are very thorough
•Nothing more to say 100% good / no Text
•If it is not possible to see a Doctor on the dayyou ask is it possible to see a Nurse?
•I think everyone at Prospect Surgery areextremely pleasant & helpful
•Good Practice 10/10
Please detail below any additional commentsyou would like to make
•I am very happy with the service given
•Your prescription team have been especiallyhelpful and responsive, which we reallyappreciate
•Brilliant
•No problems getting appointments good service
•I think the text service is because its sometimesvery hard to get through on the phone
•I appreciate being able to make "same dayappointments" The nurses being in the surgeryare beneficial to me
Please detail below any additional commentsyou would like to make
•Appointments to run on time and a text to sayrunning late if not
•It is very hard to get appointments, even if youring as soon as it opens or they give you astupid time, some people have to work you know
•Phoning at 8:15, hard to get through andsometimes appointments have gone! More-pre-bookable appointments needed please
•Receptionists who smile and sound like they arebothered (note some are but not all)
•Booking appointments online would be useful ifthere were more appointments available
•New customer recommended
Please detail below any additional commentsyou would like to make
•It can be difficult to contact the surgery by phoneon a morning. I got through at 8.20 yesterdayand all morning appointments had gone. I wasoffered an appointment the next day - so I washappy with the service on this occasion
•The staff are very friendly. The surgery is alwaysclean and tidy
•Phone in appointment always seem to be on aThursday why?
•Still too long to get appointment - Waiting timestoo long also
•The doctors are perfect
Please detail below any additional commentsyou would like to make
•I don't have a mobile phone or the internet I'mon the landline phone
•Better time keeping of doctors/nursesappointment times by said. More welcomingapproach from some service providers
•Great service
•We have to stand outside to make appointmentsin the year 2012 - think not
•The receptionists / people who deal withprescriptions could have better attitudes
•Receptionists should undertake customerservice training !!
•Very difficult to book an appointment
Please detail below any additional commentsyou would like to make
•Would appreciate some greenery and or artwork in waiting room
•I am happy with the service at this practice it issometimes difficult to get an appointment ormake advance appointments
•As the group meets during the day it isimpossible for me to join as I work
•Making an appointment on the day you are ill isimpossible - appointments are filled by 08:16!!!
•Very hard to make an appointment by phone Iphone at 8:15 & all appointments have gone!
•I do think the practice has improved but lack ofappointments & rude receptionists need to beaddressed
Please detail below any additional commentsyou would like to make
•Blood tests vary visits weekly or fortnightly
•Reception informed me when trying to makeappointment , that blood nurse is only availableone day a week - I am informed this is incorrect
•Found service has improved since joining
•Due to lengthy delays waiting for appointmentswhich is understandable, some books toys forchildren would be appreciated and appropriate -like in the other local doctors. I have seen yourresponse to this in the PPG feedback and yourinstruction to parents asking us to control ourchildren - I find this ridiculous and not patient orfamily friendly
Please detail below any additional commentsyou would like to make
•Later appointments (evening required) moredaily appointments required
•Waiting room needs to be more child friendlytoys/books, children get board and we have tokeep them occupied
•Excellent service carry on. All the best for xmasand the new year
•Seating is in better position - very good
•The front line staff (i.e. reception) would benefitfrom basic mental health awareness training
Please detail below any additional commentsyou would like to make
•I would like to know why its so hard to get anappointment when you walk in and there isnobody sat in this waiting room
•Never can get to see my "own" doctor withoutwaiting /ringing back etc
•Why are there minimal or NO appointmentsavailable on line even when you are promotingthe service pointless system. In the last 3months only twice has there been anappointment when I requested one, non suitabledue to work, non urgent so tried many manytimes daily. Had to phone at 08:15
•Staff at the end of the phone are now morehelpful & not abrupt as times in the past
Please detail below any additional commentsyou would like to make
•My family are rarely able to getappointments with our own doctor (DrCole), otherwise appointment availability isgood
•I find it very difficult that repeatprescriptions cannot be ordered bytelephone
•Sorry I am not into this modern livingtexting etc
•Keep up the GOOD WORK
Additional Benefits
•As a result of the survey an additional 4patients have put their names forward tome members of the patient group
Comparative Data2011/2012
•List size
December 2011; 7543
•Surveys issued
December 2011; 955
•Surveys returned
December 2011; 340
•Return Rate
December 2011; 35.6%
•Practice population respondedto survey
December 2011; 4.51%
•List size
December 2012; 7702
•Surveys issued
December 2012; 656
•Surveys returned
December 2012; 325
•Return Rate
December 2012; 50%
•Practice population respondedto survey
December 2012; 4.22%
Comparative Data2011/2012
•Registered for web services
February 2012; 12
•Website hits
February 2012; 500
•On line prescription requests
February 2012; 6
•Appointments booked on line
February 2012; 0
•Consented to text alerts
October 2012; 8
•Registered for web services
December 2012; 740
•Website hits
December 2012; 2041
•On line prescription requests
December 2012; 91
•Appointments booked on line
December 2012; 21
•Consented to text alerts
December 2012; 449
Actions Suggested by PPG forPractice
•Produce slip for patients to complete re text messageservice to be available in surgery
•PPG Newsletter
•Invite groups identified to attend PPG meetings
•Provide Breakdown of age ranges in relation to preferredcontact method to see if any outlying groups
•Use PPG notice board to answer some of the additionalcomments made
•Encourage practice not to forget those who prefertraditional methods of contact
•Re-publish patient information on appointment system
•Group suggested publishing when available any impacttext service has on DNA rates.