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Practice Survey Results

Full NHS Practice Survey  results can be found here

http://practicetool.gp-patient.co.uk/Practice/Search?id2=sk179dn&index=0

Either click on the link or copy and paste it into your Browser.

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Practice NHS Survey Report 2014                   Updated 01 October 2014 DD

 

 

Using the report from the NHS Web site Posted end Dec 13 / June 14

 

Comparison with National Figures (Unweighted)

 

Question

Practice

Jan 14   Jun 14

National

Jan 14   Jun 14

Comment

Convenient opening times?

78%     76.9%

81%     77%

Open 8am to 6.30pm Mon to Frid.

8am to 11.45am Sat.

Jun - at Nat average

How easy to get through on telephone

78%     78.9%

79%     72%

5% improvement on previous report. 6 queuing lines and changed answering system recently.

June – staying on target, others dropping.

How helpful do you find reception

88%     80.3%

91%      88%

Up 2% on previous report. Customer Services training provided.

June – Dropped, reception survey to be done

Describe experience making appointment. Good

82%     84%

80%     73%

Improving. Introduction of Nurse Practitioner and Urgent Assessment Nurses to help access.

June – Improving.

GP of Choice

76%    

68%

Wherever possible, we believe in a personal list service.

GP giving you enough time

91%

88%

Can affect waiting to see GP times (see below)

Involving you in decisions about your care

77%

77%

 

How long do you wait to see the GP

Time       4%

<5min     5%

5-15min 49%

>15min   35%

4%

10%

58%

25%

This is a balance between time given to patients (10 min appts) and waiting times.

PPG article on why patients may have to wait.

Confidence and Trust in your GP - Yes

98%

94%

 Very Positive

Would you recommend your GP Surgery – Yes

88%     91%

81%      79%

Though we are a good bit higher than average, we would be happy to hear how we could increase these figures further.

June - Improving

 

 

 

 

 

 

 

Comments from the Practice

 

Hopefully you can see from the results that we are trying hard to improve in all areas of the Practice.

 

There are areas that conflict at times such as the time given to patients and the time waiting to see the GP in the Practice. Please bear with us, as each appointment is only 10 minutes long (set by the national contract) and if you have a more complicated issue that takes longer than this then other people will be later in.

 

The receptionists are always here to do their best for you the patient. However, they are only human as well. They have to work within the guidelines set both locally and nationally and sometimes they will be the ones that say they cannot do something for you. We do aim at all times to offer you an alternative. Please be aware of this, and ask for alternatives if necessary. We will continue a program of Customer Services training and ethos.

 

We have invested a lot into the telephone system, and generally have 2 receptionists answering the telephone, 3 at busy times. However, there are times that the volume of calls will be more than we can process at a speedy rate. For this I apologise, and we will aim to answer your calls as quickly as possible, whilst continuing to be as accurate as possible with all information given.

 

Update 01.10.14

 

We have run a questionnaire on the reception staff and area. Results and further actions to follow.

 

Feedback

 

We always welcome feedback both praise and how we can improve. If you have any ideas for improvements please advise us through the Practice, the website or the suggestion box.

 

The patients of the Practice also run a Patient Participation Group on the last Wednesday of each month at 7.30pm in the waiting room. You are all most welcome to attend and give feedback on these occasions as well.

 

Assuring you of our best intentions at all times

 

David Doig, Practice manager

 

Discussed with the Practice Participation Group, Wed 29 October 15 (see minutes on web site)

 

Actions Brought forward

 

Problem

Action

Timescale and Responsible person

Practice Communications

-Make better use of the website for information

-Continue with the help of the PPG (Newsletter, word of mouth, meeting, etc.)

- On going

 

 

Internal Practice Survey

produce more targeted surveys

2014/15

September 14 – Reception Survey completed

Customer Service

Continue to make the ethos person centred.

2014/15

July Interacting with challenging people training

Be completely CQC ready and therefore patient ready.

On going process of review and improvement

2014/15

On going, new inspection regime Oct 14

 

 

**************************************

 

 

Full NHS Practice Survey  results can be found here

 

http://practicetool.gp-patient.co.uk/Practice/Search?id2=sk179dn&index=0

 

Either click on the link or copy and paste it into your Browser.

**********************

Practice NHS Survey Report January 2014

Using the report from the NHS Web site Posted end Dec 13.

Comparison with National Figures (Unweighted)

 

Question

Practice

National

Comment

Convenient opening times?

78%

81%

Open 8am to 6.30pm Mon to Frid.

8am to 11.45am Sat.

How easy to get through on telephone

78%

79%

5% improvement on previous report. 6 queuing lines and changed answering system recently.

How helpful do you find reception

88%

91%

Up 2% on previous report. Customer Services training provided.

Describe experience making appointment. Good

82%

80%

Improving. Introduction of Nurse Practitioner and Urgent Assessment Nurses to help access.

GP of Choice

76%

68%

Wherever possible, we believe in a personal list service.

GP giving you enough time

91%

88%

Can affect waiting to see GP times (see below)

Involving you in decisions about your care

77%

77%

 

How long do you wait to see the GP

Time        4%

<5min     5%

5-15min  49%

>15min   35%

4%

10%

58%

25%

This is a balance between time given to patients  (10 min appts) and waiting times.

Confidence and Trust in your GP - Yes

98%

94%

 

Would you recommend your GP Surgery – Yes

88%

81%

Though we are a good bit higher than average, we would be happy to hear how we could increase these figures further.

 

 

 

 

 

Comments from the Practice

Hopefully you can see from the results that we are trying hard to improve in all areas of the Practice.

There are areas that conflict at times such as the time given to patients and the time waiting to see the GP in the Practice. Please bear with us, as each appointment is only 10 minutes long (set by the national contract) and if you have a more complicated issue that takes longer than this then other people will be later in.

The receptionists are always here to do their best for you the patient. However, they are only human as well. They have to work within the guidelines set both locally and nationally and sometimes they will be the ones that say they cannot do something for you. We do aim at all times to offer you an alternative. Please be aware of this, and ask for alternatives if necessary.

We have invested a lot into the telephone system, and generally have 2 receptionists answering the telephone, 3 at busy times. However, there are times that the volume of calls will be more than we can process at a speedy rate. For this I apologise, and we will aim to answer your calls as quickly as possible, whilst continuing to be as accurate as possible with all information given.

Feedback

We always welcome feedback both praise and how we can improve. If you have any ideas for improvements please advise us through the Practice or the suggestion box.

The patients of the Practice also run a Patient Participation Group on the last Wednesday of each month at 7.30pm in the waiting room. You are all most welcome to attend and give feedback on these occasions as well.

Assuring you of our best intentions at all times

David Doig, Practice manager

 

 

**********************

Practice Survey – Patient Participation Group

 

Practice Survey Results 2012

 

Areas Below National Average

Action                          Below National    same size          Previous

 

Opening Hours                         -7%                 -5                     0

Telephone Access                    -7%                 -4                     +2

Appt Satisfaction                      -15%               -13                   -2

See GP <48hrs                         -24%               -21                   -4

See GP of Choice                     -25%               -21                   -10

Speak to GP on phone             -12%               -10                   -10

Comfort of Waiting Room         -4%                 -3                     +3

Waiting Time                            -18%               -15                   -8

 

Reception Staff                         -14%               -12                   -6

Respect for Confidentiality        -8%                 -6                     -2

Information on Services            -8%                 -10                   -5

 

Complaints/Compliments          -12%               -11                   -7

Illness Prevention                      -9%                 -7                     -3

Reminder Systems                    -9%                 -7                     -5

2nd opinion/complimentary         -12%               -10                   -9

 

Overall                                     -9%                 -8                     -5

 

Summary

 

The Practice are very disappointed in the results.

 

There is a lack of understanding as to why some of these results are so different to the National Averages as we have put in place a number of improvements to satisfy these areas in the past.

 

Areas of most concern have to be where we are over 10% away from the National average and in resolving some of these issues we would hope that the others would rise.

 

Discussions taking place with the PPG and the staff to form an action plan to take forward into 2012/13.

 

Areas of Concern

 

Satisfaction with the day and time of the appointment (-15%). Our belief is that this is due to the appointments for Partner GPs being out to between 3 and 21 days at the time of the survey. Also Dr Phillips has been off on long term leave and therefore not available

 

The Practice had GP appointments available within 1 day at the time of the survey (Long term locum bookable up to 1 week in advance).

 

See GP / Nurse within 48hrs (-24%) – At the time we had locum appointments available within 1 day.

 

Partner GP appointments were 4 to 21 days. This is likely to have been a basis for this dropping below as it follows from the next answer.

 

Possible Solution – Dr Phillips is returning next week, 6 March 12. We need to look at the appointments system to see how it can be modified to include some book on the week appointments for partners and how this can be policed.

 

Own GP or Nurse (-25%)– This is currently a problem.

 

Dr Phillips is off long term

Dr Haddon regularly runs 3 to 4 weeks for any appointment

Dr Doig’s holidays meant 2 weeks plus for any appointment.

 

Therefore a large percentage of patients who feel they cannot wait that long will feel aggrieved.

 

Poss. Solution – Survey to see what percentage of appointments are acute issues and what percentage are long term regular appointments.

 

Look at different possible ways to deal appropriately with each.

 

Communicate issues such as waiting times and reasons.

 

Opportunity to speak to Dr / Nurse on telephone (12%) – This is also surprising to a degree as the options available are

 

Nurse Assessment appointments

Doctor telephone slots

Take a message and the most appropriate person will ring you back

 

Poss. Solution – Doctor Triage / Assessment for all patients.

 

This has been considered but there are a number of possible issues around this, with regards to people working, telephone access for the return call, confidentiality, etc.

 

Patient perception we feel may also be an issue.

 

Waiting Time in the Practice (18%)- There are a number of times patients have to wait for over 20 minutes and sometimes up to 1 hour for their appointment.

 

Poss. Solutions – Get reception to tell each patient where they are with regards to appointments / waiting time, and smile.

 

Catch up slots in surgery (though this would add to each GPs day).

 

Information to explain the reasons Doctors run late and to educate patients to ‘one appointment, one problem’

 

Manner of Reception Staff (-12%) – Despite a number of Customer Services trainings there is still a perception that the receptionists can be less than helpful.

 

Poss. Solutions – Basic scripts for every day situations

 

Learn to talk with a smile in their voice

 

Be aware of how to say no without actually saying no.

 

Information provided by the Practice (-10%) – Not sure on this one. We have a Practice Leaflet that all new joiners get. There is a website. We have posters about most things We tell people face to face. There are lots of leaflets for advice, many on the computer that are printed off.

 

Poss. Solution – We will look to use the TV system as a form of education on the services provided. TV / DVD to be purchased. Presentation to be developed.

 

Complaints / Compliments (-12%) – Not sure where this comes from either.

 

We run the NHS complaints system.

We have a suggestion box.

The PPG has been up and running for 5 months

The Practice Manager or his assistant are available most days.

 

2nd Opinion / Complimentary Medicine (-12%) – Again not sure about this one.

 

There do not seem to be a lot of complimentary medicine areas in the district to refer into. Are we allowed to recommend privately?

 

I’m not aware of anyone not being given a chance for a second opinion if it was felt it was clinically necessary (otherwise a waste of resources).

 

Action Plan

 

On discussion the PPG decided that the main areas to concentrate on were

 

a/ Appointments with own GP

b/ Communication of what is already available within the Practice

c/ Improved customer care in particular the front desk.

 

to this end we have put forward the following suggestions as actions for 2012/13

 

Problem

Action

Timescale and Responsible person

Patients unable to see their own GP within a reasonable time

 

 

 

 

 

 

 

 

 

Communicate Practice Services better

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Customer Services

-          Dr Phillips return to work

 

-          Survey the appointment system demand.

 

-          Make a percentage of appointments book in the week appointments.

 

-          Collect patient emails

 

-          A PPG led Newsletter

 

-          Update the boards in bullet points and have fuller info available

 

-          Use TV / Screen for Powerpoint info.

 

-          Keep using the Website.

 

-          Rename Triage to just ‘chat to the nurse’

 

-          Produce Reception Guidance for dealing with everyday issues in a positive way

 

-          Continuous customer services training for all.

Complete

 

 

DD May 12

 

 

 

Practice April 12

 

 

 

 

Ongoing

 

 

April 12 onwards

 

 

On going

 

 

 

 

May 12

 

 

 

On going

 

 

DD complete

 

 

 

DD complete

 

 

 

 

 

DD QUEST dates



 
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