Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
Presentation of
2012 patient questionnaire results
Patient Participation Group
Wednesday 8th February 2012
Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
Results
Suggested Action Plan
Lowest performance scores
Quick wins and suggested fix solutions
Summary
Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
Suggested Action Plan
Top 3 lowest performance scores
Quick wins and possible fixes to comments
Lowest performance scores …..(1)Ease of speaking to a GP or nurse on phone?
You said …….
Whilst 46% of people
answered this question
saying they hadn’t needed
to do this – 72% of the
patients that had tried, said
they found it not very easy
or not easy at all
We suggest …..
Clinicians to add
allocated slots to
morning surgery slots,
which can be used to
phone patients back
to discuss queries or
concerns
Lowest performance scores …..(2)What would you like to see more of in each clinicalsession?
You said …….
50% said being able tobook the day before andnot just on the day
24% said being able tobook more than 2 weeksin advance
26% said more prebookables
We suggest …..
From 01.04.2012
Staff to be given authority to bookappts for cases where need tobook day before - ie workers whoneed to inform employers for time
Appts to be added to system forone month in advance (which wewill trial to ensure DNA rate doesnot increase dramatically)
We had increased the number ofpre bookable just prior to thisquestionnaire and the effectprobably hadn’t kicked in – willobserve this for now and see howit goes
Lowest performance scores …..(3)Specific times to phone for certain things?
You said …….
84% of people said yes
16% of people said no
We suggest …..
Need to focus on 8.00am to 10.00am
This will have a knock on effect when
people phone for this kind of thing
early in a morning which
volume of calls. Reception to be
stricter on this but to be aware we
may receive complaints – so need
to explain why prior to doing this
(ie posters / info screens etc)
Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
Quick wins and suggested fixes
See handouts and comments welcome
![MC900432605[1]](data/images/img18.png)
Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
…… and comments on a lighter note
Nothing to improve – cant improve on excellence
I was last seen, by the breathing nurse ……
Doctors are excellent – when you can get in to see them
I have never had such a fantastic Doctor ….
Receptionists (most) are fantastic and helpful, but one ortwo could smile a little more
Wouldn’t change a thing (well, nothing major anyway!)
Thank you reception, for going the extra mile for me
Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
Summary
Produce an action plan based on results andpractice / PPG comments
Share the information with GPs, staff andpatients
Copy of action plan to PCT
Implement the action plan