Survey Results
PRACTICE PATIENT SURVEY CARRIED OUT IN OCT/NOV 2011
Southview Surgery has an active Patient Participation Group. The profile of the group is as follows;-
2 Male members and 7 Female members.
Their ethnicity is Mixed British/British.
One member is in the age group 46-55, 3 members are in the age group of 56-65 and 5 members are over 65 years.
We are aware that our group profile does not match our patient profile, and in order to have a more patient representative group, we have advertised for new members on our Jayex Board in the waiting room, put up posters and flyer leaflets explaining the purpose of the group, written out to patients, surgery staff have approached patients and current members of the group have spent time in the waiting room canvassing for new members, including attending the surgery during antenatal clinics in order to try and recruit younger patients.
We discussed with our current patient group that we needed to carry out a patient survey and that we needed their input to the survey, to determine and reach agreement on issues that were felt had priority and should be included in the practice survey.
The patient group took ownership of the survey and devised questions on areas that they felt would be a priority for the survey. They studied previous surveys conducted in the surgery and devised their questions around patients main areas of concern.
After devising the questionnaire the patient group members came in to the surgery on a rota basis in order to ask patients to complete the survey and to help patients complete the survey where needed. They then collected all the completed questionnaires and collated the survey, and provided a report on the outcome of the survey at the next patient group meeting. They commented on the whole the survery was positive with just a few areas that may need addressing.
The patient group noted that although 94% of patients said they found the opening times very/fairly convenient, 43% then went on to say they would find weekend opening particularly convenient and 28% said after 6 pm.
57% of patients did not find it easy to get through on the telephone.
68% would like to use on-line for appointments and repeat medication.
98% of patients found the reception staff very/fairly helpful.
61% of patients were not aware they could book a telephone appointment with the doctor.
90% and over were happy with the treatment they received from the doctors and nurses.
92% of patients said they would like to be informed if the doctor or nurse is running late.
The Group were informed at the meeting that 70 more GP appointments have been added to the clinical system and 50% of the appointments are now available for "book ahead" appointments. It was thought this should ease the pressure on the telephone system in the morning and therefore addresses the concerns of the 57% of patients who found it difficult to get through on the telephone to book an appointment.
All GP's/nurses have agreed to notify reception if they are running more than 20 minutes late so that the receptionist can inform the patients.
The group were very pleased with these changes and were in total agreement.
We will be looking forward to see if the above changes will have a positive effect on the next survey.
IF YOU REQUIRE ANY INFORMATION ON OUR CURRENT OPENING HOURS AND HOW TO ACCESS OUR SERVICES PLEASE REFER TO OUR WEBSITE WHERE YOU CAN DOWNLOAD A COPY OF THE PRACTICE LEAFLET OR PICK UP A COPY FROM RECEPTION ON YOUR NEXT VISIT.
FINALLY A BIG THANK YOU TO ALL THE PATIENTS WHO TOOK THE TROUBLE TO COMPLETE THE PATIENT SURVEY AND AN EVEN BIGGER THANK YOU TO OUR PATIENT GROUP MEMBERS WHO HAVE PUT SO MUCH OF THEIR OWN TIME AND EFFORT IN TO CARRYING OUT THIS SURVEY AND COLLATING IT.
ALL COMMENTS/SUGGESTIONS MADE BY YOU ON THE PATIENT QUESTIONAIRRE AND OUR RESPONSES
1. UNHAPPY WITH PREVIOUS PRACTICE – AT SOUTHVIEW WE ARE ALWAYS TREATED WITH THE UTMOST CARE AND RESPECT.
- COMMENTS LIKE THIS ARE VERY WELCOME AS THEY BOOST THE STAFF MORALE.
2. DIFFICULTY GETTING THROUGH BY PHONE.
- WE ARE PLEASED TO SAY WE HAVE ADDRESSED THIS ISSUE AND EXPECT GREAT IMPROVEMENTS OVER THE NEXT FEW MONTHS.
3. NO USE OF MOBILES
- THERE IS A POSTER DISPLAYED IN RECEPTION REQUESTING PATIENTS NOT TO USE MOBILE PHONES IN THE RECEPTION WAITING AREAS.
4. WHEELCHAIR SPACE
- WE HAVE NOW CREATED A SPACE IN THE RECEPTION AREA FOR THE SOLE USE OF WHEELCHAIRS.
5. SATURDAY SURGERY
- THERE ARE NO PLANS FOR A SATURDAY SURGERY IN THE NEAR FUTURE.
6. WAITING TIME TOO LONG
- EACH APPOINTMENT TIME IS OF 10 MINUTES DURATION, THE DOCTOR TRIES TO ADHERE TO THEIR APPOINTMENT TIMES BUT SOMETIMES DUE TO THE NATURE OF A PATIENTS COMPLAINT THIS IS NOT ALWAYS POSSIBLE. IF YOU KNOW YOU HAVE MORE THAN ONE PROBLEM TO DISCUSS WITH YOUR DOCTOR PLEASE BOOK A DOUBLE APPOINTMENT.
7. HAVE CONSIDERED CHANGING SURGERIES OVER TV
- THE PCT PROVIDED ALL SURGERIES WITH A TELEVISION – THE REASON FOR THIS WAS TO CONVEY IMPORTANT HEALTH EDUCATION TO PATIENTS.
8. BEING TOLD IF RUNNING LATE AS COULD GO OUTSIDE WITH TODDLERS
- WE WILL ADVISE PATIENTS WHEN THE GP/NURSE IS RUNNING MORE THAN 20MINUTES LATE.
9. MORE CHILDRENS BOOKS
- WE ARE HAPPY TO ACCEPT DONATIONS OF CHILDRENS BOOKS.
10. BETTER/MORE VARIED READING MATERIAL
- WE ARE HAPPY TO ACCEPT DONATIONS
11. HAVE WINDOWS OPEN IN RECEPTION
- PLEASE ASK RECEPTION TO OPEN A WINDOW IF REQUIRED. PLEASE BEAR IN MIND THAT SOME PATIENTS MAY FEEL COLD, ESPECIALLY WHEN FEELING UNWELL.
12. SOMETIMES 10 MINUTES NOT ENOUGH
- PLEASE BOOK A DOUBLE APPOINTMENT IF YOU REQUIRE MORE THAN 10 MINUTES FOR YOUR APPOINTMENT.
13. I AM VERY HAPPY – DOCTORS, NURSES AND STAFF ALL LOOK AFTER ME VERY WELL.
- THANK YOU THIS COMMENT IS GOOD FOR STAFF MORALE.
14. DIFFICULTY GETTING UPSTAIRS
- PLEASE ADVISE THE RECEPTIONIST THAT YOU NEED TO BE SEEN BY THE DOCTOR/NURSE IN A DOWNSTAIRS ROOM. THE DOCTOR/NURSE IS MORE THAN HAPPY TO COME DOWNSTAIRS TO TREAT YOU.
15. TV CONTENT INAPPROPRIATE FOR SMALL CHILDREN WHO CAN READ.
- PLEASE ADVISE THE RECEPTIONIST IF YOU ARE UNHAPPY WITH ANY OF THE TV CONTENT AS WE CAN ARRANGE TO HAVE IT REMOVED.
16. SURGERY HOURS SUITED TO THOSE WHO WORK
- WE CURRENTLY OFFER A RANGE OF APPOINTMENTS FROM 8.10 AM TO 5.50 PM.
17. PEOPLE CAN HEAR WHAT YOU ARE SAYING AT RECEPTION.
- IF YOU WOULD LIKE TO HAVE A CONFIDENTIAL DISCUSSION WITH THE RECEPTIONIST PLEASE MAKE IT KNOWN AND WE CAN ARRANGE THIS.
18. ON-LINE BOOKING AND ON-LINE REPEAT PRESCRIPTIONS.
- AT PRESENT WE ARE UNABLE TO OFFER THIS SERVICE, HOWEVER THIS WILL BE ADDRESSED OVER THE NEXT 12 MONTHS.
WE HAVE LISTED BELOW OUR RESPONSES TO THE MAIN CONCERNS HIGHLIGHTED BY YOU FOLLOWING THE RECENT PATIENT SURVEY
YOU SAID: DIFFICULTY GETTING THROUGH TO SURGERY BY TELEPHONE
WE DID: MORE CLINIC APPOINTMENTS HAVE BEEN ADDED TO EACH GP SURGERY.
MORE PRE-BOOKABLE APPOINTMENTS HAVE BEEN MADE AVAILABLE – THIS SHOULD EASE THE PRESSURE ON THE PHONE SYSTEM IN THE MORNING.
YOU SAID: WOULD LIKE TO BE INFORMED IF GP/NURSE IS RUNNING LATE
WE DID: ALL GP’S AND NURSES HAVE AGREED TO NOTIFY THE RECEPTIONIST IF THEY ARE RUNNING MORE THAN 20 MINUTES LATE SO THAT THE RECEPTIONIST CAN ADVISE THE PATIENTS.
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