Patient Participation DES Patient Participation DES Questionnaire ResultsQuestionnaire Results

March 2012March 2012

Please note !Please note !

These are provisional results and we are These are provisional results and we are working through them at the moment to working through them at the moment to make sure the figures we have are as make sure the figures we have are as accurate as possibleaccurate as possible

The survey – a reminderThe survey – a reminder

We drew up our questionnaire following the first two We drew up our questionnaire following the first two PRG meetings in January and FebruaryPRG meetings in January and February

Survey was available to patients for 2 weeks both as Survey was available to patients for 2 weeks both as hard paper copies and on-linehard paper copies and on-line

Target size was 450 (50 per GP equivolant) with an Target size was 450 (50 per GP equivolant) with an estimated return of 75%. 10% range acceptable and still estimated return of 75%. 10% range acceptable and still valid statisticallyvalid statistically

We had a return rate of 314 (69.7%) hence a valid We had a return rate of 314 (69.7%) hence a valid surveysurvey

Responder demographicsResponder demographics

39% male and 61% female39% male and 61% female

Average age group was that of Average age group was that of 45-64 yr olds45-64 yr olds

97% were white ethnic origin 97% were white ethnic origin and 45% stated that they had and 45% stated that they had a long standing illnessa long standing illness

Appointment bookingAppointment booking

The majority (73%) thought that getting The majority (73%) thought that getting through on the phone was the easiest way through on the phone was the easiest way to make an appointmentto make an appointment

71% of patients surveyed thought getting 71% of patients surveyed thought getting through to book an appointment by through to book an appointment by telephone was very, or quite easy while telephone was very, or quite easy while 29% felt it was not very easy or difficult29% felt it was not very easy or difficult

14% thought on-line was the easiest format14% thought on-line was the easiest format

Appointment choiceAppointment choice 73% found getting an 73% found getting an

appointment with any doctor or appointment with any doctor or nurse was very easy or quite nurse was very easy or quite easy, while 15% found it easy, while 15% found it difficultdifficult

We did not do so well on We did not do so well on providing a doctor or nurse of providing a doctor or nurse of the patient’s choice with just the patient’s choice with just 52% saying it was easy or 52% saying it was easy or quite easy to see their quite easy to see their preferred choice of clinicianpreferred choice of clinician

Clinical service provisionClinical service provision

97% of patients questioned said that they 97% of patients questioned said that they received a good service from the doctor or received a good service from the doctor or nurse when they saw themnurse when they saw them

1% said they did not1% said they did not

2% did not know !2% did not know !

Communication with patientsCommunication with patients

81% thought the 81% thought the tannoy system was tannoy system was clearclear

Breakdown of how Breakdown of how patients would like to patients would like to be informed of be informed of changes in the changes in the surgerysurgery

By letter - 36%

By email - 34%

By newsletter -14%

By website - 4%

By receptionscreen - 9%

By textmessage - 4%

Premises and front of housePremises and front of house 66% thought there was sufficient parking66% thought there was sufficient parking

Of the 27% of ‘disabled’ patients 74% felt Of the 27% of ‘disabled’ patients 74% felt the surgery was suitable for their needs and the surgery was suitable for their needs and 26% did not26% did not

84% of patients felt that their conversations 84% of patients felt that their conversations at the front desk were overheard but only at the front desk were overheard but only 22% of these were unhappy about this. This 22% of these were unhappy about this. This was also mentioned in the ‘what do you like was also mentioned in the ‘what do you like least about the surgery’ question by 16% of least about the surgery’ question by 16% of patients who completed that part of the patients who completed that part of the questionnairequestionnaire

Service provision at the surgeryService provision at the surgery

74% of patients felt they were given enough information regarding 74% of patients felt they were given enough information regarding the services available at the practice. 12% did not knowthe services available at the practice. 12% did not know

19

92

7772

85

4432

75

4

0

20

40

60

80

100

What Services would you like to see available at Shawbirch Medical Centre Childrens Gait

Chiropody

Eye Clinic

Hearing Clinic

Physiotherapy

Health Visitor Clinic for theelderlyTeenage Drop in Clinic

Well Man Clinic

Any Other

Service provision continuedService provision continued

43

32

0

10

20

30

40

50

Well Man Clinic

Male

Female

What did patients like the least ?What did patients like the least ?

Appointments and the phones – 43% made free text Appointments and the phones – 43% made free text comments regarding time delays in being seen, getting comments regarding time delays in being seen, getting through on the phones and not being able to see a through on the phones and not being able to see a doctor of your choicedoctor of your choice

27% of patients also said they felt the waiting room was 27% of patients also said they felt the waiting room was stuffy and there was a lack of seating and spacestuffy and there was a lack of seating and space

16% as mentioned before felt there was a lack of privacy 16% as mentioned before felt there was a lack of privacy at the front deskat the front desk

4% had issues with prescription management and 6% 4% had issues with prescription management and 6% with staff attitudewith staff attitude

What did patients like the most ?What did patients like the most ?

Always good to end on a positive!Always good to end on a positive!

54% were complimentary about the 54% were complimentary about the staff, both clinical and reception – staff, both clinical and reception – being helpful, friendly and being helpful, friendly and professionalprofessional

Other things respondents liked was Other things respondents liked was the fact that the surgery was local the fact that the surgery was local and it was generally easy to get an and it was generally easy to get an appointmentappointment

Our action plan ?Our action plan ?

Link to Link to Plan DocumentsPlan Documents