Crofton & Sharlston Medical PracticeQuestionnaire Results 2013/14
Presentation of
2013/14 Patient Questionnaire Results
Patient Participation Group
Wednesday 12th March 2014
Crofton & Sharlston Medical PracticeQuestionnaire Results 2013/14
Recap of 2012/13 action plan
Survey results 2013/14
Overview result
Lowest performing scores
Suggested action plan for discussion
Summary
Crofton & Sharlston Medical PracticeRecap of 2012 / 2013 “You said …… We did”
Refer to hand out
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Crofton and Sharlston Medical Practice overallfeedback results for 2013/201485% of patients feedback was good, very good orexcellent
Questionnaire Results 2013/14Q2. Ease of contacting the practice by telephone
Rated poor in2012/2013
Rated poor in2013 /2014
Comments made by patients
37
36
o Don’t like being in a queue at
8.00am
o Need a better phone system
o Change the 084 number
o Local number is always engaged
o Can be quicker walking round to the
surgery to get an appt
SUGGESTED ACTION
Look at changing telephone system,moving away from 084 number butretaining some of positive features
Questionnaire Results 2013/14Q4. Chances of seeing a GP within 48 hours
Rated poor in2012/2013
Rated poor in2013 /14
Comments made by patients
17
11
o Need more evening appointments
o Need more book in advance
appointments
SUGGESTED ACTION
Despite implementing the trainingidentified last year an re-jigging /adding appointments, 4% say still aproblem.
We plan to review our appointmentslots again to see if any we unusedand if so, why – eg could it be timeoffered or other reason?
Questionnaire Results 2013/14Q5. Chances of seeing a GP of your choice
Rated poor in2012/2013
Rated poor in2013 /14
Comments made by patients
27
21
o Could not see GP wanted to see
o Seeing the same GP helps continuity
of care
o Difficult seeing your regular GP if
you have ongoing problems
SUGGESTED ACTION
Despite implementing actions fromlast year 8% say still an issue. Mainreason for this is having 2 sites bothopen at same time using same GPresource. Can PPG think of a solutionor do we accept there isn’t anythingwe can do?
Number is lower this year, so reduced
Questionnaire Results 2013/14Q6. Able to speak to a GP / Nurse on the telephone
Rated poor in2012/2013
Rated poor in2013 /14
Comments made by patients
26
19
o Want to be able to talk to a GP or
Nurse for advice over the telephone
SUGGESTED ACTION
Disappointing as this service isavailable but 7% still unaware!
Continue to promote this via website,monthly village magazines andencourage receptionists to offer morewhere appropriate
Questionnaire Results 2013/14Q8. Length of time waiting to see a GP in the Practice
Rated poor in2012/2013
Rated poor in2013 /14
Comments made by patients
17
12
o Sometimes waiting long periods of
time for booked appointment
SUGGESTED ACTION
4.5% felt the time period is too long
Difficult to address as some patientsdo take longer than the allocated 10minutes
All clinicians to be made aware thiswas mentioned again
Questionnaire Results 2013/14Q27. Reminder systems of on going health checks
Rated poor in2012/2013
Rated poor in2013 /14
Comments made by patients
10
10
o Offer more preventative screening
such as well woman and bowel
cancer checks
o Need to be more pro active and not
just treatment afterwards
SUGGESTED ACTIONS
4% raised this again. Comments madeseem to refer to more proactivechecks rather that treating after theevent.
This is something the practice candiscuss at a future meeting to see ifpractical and resources available
Questionnaire Results 2013/14Other negative feedback
Appointments
More pre book able appointments please
Want more outside work appointment times
Open Saturdays
The local number is always engaged
General
Get rid of the touch screen – bad for germs
Don’t ask why we want an appt – just give them
Explain procedures better regarding timescales, testresult and collecting certificates – all say the samething!
Patient registration didn’t work and causedproblems
Questionnaire Results 2013/14Other negative feedback
Appointments
More pre book able appointments please
Want more outside work appointment times
Open Saturdays
The local number is always engaged
General
Get rid of the touch screen – bad for germs
Don’t ask why we want an appt – just give them
Explain procedures better regarding timescales,
test result and collecting certificates – all say
the same thing!
Patient registration didn’t work and caused
problems
Questionnaire Results 2013/14Other negative feedback
SharlstonSurgery
Be open during work time to allow
prescriptions being collected
Be open everyday and all day
Replace the dying plants
Clinicians
The GP was a bit abrupt today!
Doctor spoke down their nose at me
Need to listen a bit more to what people say
The nurse refused to tell me my BP reading
I feel the practice is run for doctors first and
patient second
Questionnaire Results 2013/14…… andcomments on a positive note
Wouldn’t change anything – thank you
Carry on doing what you’re doing, brilliant
Very hard working staff
It is a very friendly practice, professional but not toostuffy!
I feel the practice works to a higher level that could beexpected and I feel very lucky for my family andmyself, that we have access to Crofton Surgery
Very happy with the overall services
I have no comments which could possibly improve theexcellence of this practice
Very friendly and happy
Questionnaire Results 2013/14…… andcomments on a positive note
We are very lucky to have a practice so good
Keep up the excellent work, you provide a superservice
I see an excellent doctor, who is very caring.
The nurses I see are excellent
Cannot fault doctors, nurses or staff
Nothing sort of excellent
Very happy with my consultation
Crofton & Sharlston Medical PracticeQuestionnaire Results 2013/14
Summary
Produce an action plan based on results andpractice / PPG comments
Share the information with GPs, staff andpatients
Copy of action plan to NHS England
Implement the action plan