RESULTS OF PRACTICE SURVEY – end of year report published on website. The Survey results were discussed at the PPG meeting 20 the 7th March 2013 to enable an ACTION plan to be put in place to address areas of concern and support and review suggestions offered by the patients.
Family Practice
Practice Survey
Number of Responses:362
1. Can you contact Barton Family Practice easily on the telephone?
Strongly agree33%
Agree47%
Don’t know3%
Disagree12%
Strongly Disagree1%
No response4%
Comments discussed at meeting:
Due to numerous comments and several complaints received PM is committed to looking into our 0844 telephone number and telephone system.
2. Do you know you can book appointments on our website?
Yes62%
No32%
No response6%
3. Do you know you can order your repeat medication on our website?
Yes43%
No50%
No response7%
4. Do you know you can join our email patient group, so that we can receive your views and keep you updated about the Practice?
Yes31%
No62%
No response7%
Comments discussed at meeting:
It was felt we could advertise both of the above better - so this is to be included in the Action Plan for the coming year.
5. Do you feel that you have been listened to during your consultations with the clinicians at Barton Family Practice?
Strongly agree57%
Agree40%
Don’t know0%
Disagree0%
Strongly Disagree0%
No response3%
Comments discussed at meeting:
Everyone was very pleased with this result and the Practice is committed to deliver a caring service, where all the clinincians actively listen to the patients.
6. Do you feel that your treatment has been explained clearly to you by the clinicians at Barton Family Practice?
Strongly agree58%
Agree40%
Don’t know1%
Disagree0%
Strongly Disagree0%
Comments discussed at meeting:
Everyone was very pleased with this result and the clinicans again try very hard to clearly communicate the care and treatment needed to each individual patient.
7. Do you know that you can book a double appointment with a GP if needed?
Yes51%
No46%
No response3%
Comments discussed at meeting:
This is an area we can put in the plan to make sure all patients are aware of this and understand what a double appointment means.
8. Is your repeat prescription issued by the Practice within 48 hours?
Strongly agree25%
Agree37%
Don’t know16%
Disagree14%
Strongly Disagree3%
No response5%
Comments discussed at meeting:
This is an area were the responses are very mixed and several comments do show some patient disatisfaction with the repeat prescribing process.
The Practice is committed to working with the local pharmacies to make sure the patients do receive a good service. This has been put into the plan to help review how we are performing with repeat prescribing and if we can make improvements and also reduce wastage of medications.
9. Are you aware that the following services are available, by referral, at the Barton Health Centre?
Podiatry
Yes73%
No24%
No response3%
Physiotherapy
Yes81%
No13%
No response6%
Memory Clinic
Yes21%
No73%
No response6%
Lifestyle Coaching - Weight Management
Yes31%
No62%
No response7%
Lifestyle Coaching - Stop Smoking Clinic
Yes45%
No44%
No response11%
Comments discussed at meeting:
All the above areas need to be better advertised so that patients are aware these services are available.
10. Are there any other services you would like to see provided at the Practice?
Please see appendix A for all full comments***
11. Please feel free to add any further comments about the service you receive at Barton Family Practice
Please see appendix A for all full comments***
To help us analyse your answers please tell us a few things about yourself:
Are you male or female?
Male41%
Female52%
No response7%
What age are you?
Under 160%
17 - 240%
25 - 340%
35 - 444%
45 - 546%
55 - 647%
65 - 7439%
75 - 8425%
Over 8411%
No response8%
What is the ethnic background with which you most identify?
White British94%
White Irish0%
Mixed White & Black Caribbean0%
Mixed White & Black African0%
Mixed White & Black Asian0%
Indian0%
Pakistani0%
Bangladeshi0%
Black Caribbean0%
Black African0%
Chinese0%
Other1%
No response5%
How would you describe how often you come to the practice?
Regularly36%
Occasionally50%
Very Rarely9%
No response5%
PM thanked the PPG group for helping to produce the questions for the patient survey and big thanks to Mrs JH, Mrs BF, & Mr & Mrs AW for their support at the Saturday Flu clinics, helping patients to complete the survey and also recruiting patients for our Virtual Patient Group VPG – Email Group now has 161 MEMBERS Many thanks also to all the patients who completed the questionnaire.
It is great that we have contact with patients whose ages range from 13 to 86 years via email. This helps support the good work the PPG are striving to achieve together.
Thank you all for your support with the survey
Gail Pyatt – Practice Manager
APPENDIX A
ALL PATIENTS COMMENTS SUBMITTED:
Patient Comments
10. Are there any other services you would like to see provided at the Practice?
Alcohol clinic and supply of tablets to combat. PS. is not possible to add this when "smoking habits" are covered so well?
Being over 90 I appreciate any help. Thank you
Cannot book doctor appointments online if 2 clinic appointments booked first
CAN NOT THINK OF ANYTHING
Child counselling
COUNSELLING / CBT
DENTIST & OPTICIAN
DENTIST
Disposable boxes for epipens/needles from home as we are un-aware of where to dispose of these
Easier access to the Dr of your choice-especially following through any treatment
HEARING PROBLEMS
I WOULD LIKE TO SEE THE TELEPHONE BETTER MANNED AS TIMES IT WILL RING OUT AGAIN AND AGAIN.
KEEP FIT SESSIONS FOR THE LESS ABLE WITHOUT HAVING TO TRAVEL
MENTAL HEALTH SUPPORT
More physio for Parkinsons carers
N0
NO
None
N/A
No-Not at this time
NOT CURRENTLY
NOT THAT WE CAN THINK OF NOW
NOTHING I CAN THINK OF
OCCUPATIONAL THERAPY
PERHAPS QUARTERLY MEETINGS WITH SPEAKERS AND QUESTION AND ANSWER SESSIONS
REGULAR BLOOD TESTS
SERVICES TO DO WITH DIET AND HELP WITH WHAT FOODS TO EAT
SHARPS BOXES DISPOSABLE BOXES FOR EPIPENS/NEEDLES FROM HOME AS WE ARE UN-AWARE OF WHERE TO DISPOSE OF THESE
SMALL INJURIES TO SAVE GOING TO A & E
SMARTIES AFTER INJECTIONS
SOMETIMES THINK IT WOULD BE MORE SUPPORTIVE IF BLOOD PRESSURE COULD BE TAKEN MORE OFTEN
TEA AND BISCUITS WITH FLU JAB!!!!
WE HAVE A GOODRANGE
WELL MAN CLINIC
WELL WOMAN CLINIC/CHECK UPS ESPECIALLY FOR OVER 65s
Why not Optical & Hearing clinics may be useful
WILL LET YOU KNOW WHEN I HAVE THOUGHT ABOUT IT (HOMEVISITS)
Yes- can't remember now
No
No Re : Point No. 1 'Not on e-mail'
SOMETIMES THE 'BOOKING IN' AND QUERY QUEUES ARE LONG AND MORE THAN ONE RECEPTIONIST IS REQUIRED ON RECEPTION. ANNOYING ON OCCASIONS TO SEE RECEPTIONISTS IN THE BACKGROUND WHO DO NOT APPEAR TO RESPOND TO THE DELAYS. MY ONLY CRITICISM OTHERWISE A REALLY EXCELLENT SERVICE.
Patient Comments
11. Please feel free to add any further comments about the service you receive
at Barton Family Practice
(ref to Q3) NOT ON WEBSITE
1. The support staff are always helpful and co-operative. 2. The medical staff are the finest I have ever dealt with in 71 years. 3. They have made the issue of 'living alone' no fear.
A PART FROM TELEPHONE EVERYTHING IS FIRST CLASS.
A VERY GOOD SERVICE IS ALWAYS PROVIDED BY THE RECEPTIONISTS AND MEDICAL STAFF.
ALL ROUND EXCELLENT
ALWAYS BEEN SATISFIED
ALWAYS EXCELLENT SERVICE AND LOVELY TO HAVE PIECE OF MIND THAT YOU HAVE A GOOD GP. I HAVE RECENTLY GOT MY DAD TO REGISTER AND HE IS MUCH BETTER UNDER BFP.
ALWAYS FOUND THEM TO *this comment was not finished*
ALWAYS GREETED BY FRIENDLY HELPFUL RECEPTIONISTS AND TREATED BY EXCELLENT TEAM OF DOCTORS AND NURSING STAFF
ALWAYS HELPFUL
ALWAYS VERY HELPFUL!
CAN NOT PRAISE THE COMMUNITY AND PRACTICE NURSES ENOUGH - THEY ARE MARVELOUS.
COULD THE CHEMIST NOT BE IN THE SAME PLACE AS THE DOCTORS, IT WOULD BE MORE IDEAL.
Do away with the irritating music whilst waiting to speak to the receptionist. Why have 1&2, when if you press option 2 (prescriptions) you are told that you cannot renew over the phone?
DR WHITE IS A VERY GOOD DOCTOR AND I AM DELIGHTED WITH THE CARE HE GIVES
ENGLISH
EVERYONE AT THE PRACTICE ARE PROFESSIONAL, EFFICIENT AND FRIENDLY. WE'RE LUCKY TO HAVE YOU.
EVERYONE VERY PLEASANT AND EFFICIENT
EXCELLENT
EXCELLENT HELP AT ALL TIMES. THE ONLY SLIGHT INCONVENIENCE IS THAT I EMAIL MY REPEAT PRESCRIPTION ON A MONDAY (EVERY 4 WEEKS) AND DO NOT COLLECT UNTIL FRIDAY AS NOT READY UNTIL THEN AT THE CHEMIST. NOT THE SURGERY'S FAULT PROBABLY THE PHARMACY IN THE WHOLE SCHEME OF THINGS NOT REALLY A PROBLEM. I HAVE ADJUSTED TO THE ROUTINE.
EXCELLENT SERVICE AND CARE
EXCELLENT SERVICE. PROMPT APPOINTMENTS. KEEP UP THE GOOD WORK.
GENERALLY VERY PROFESSIONAL,APPROACHABLE AND FRIENDLY
GET RID OF 0844 NUMBER
I AM VERY SATISFIED WITH THE ATTENTION I GET AT THE CLINIC.
I FEEL LONGER APPOINTMENT TIMES WOULD BE MORE SATISFACTORY AND COST EFFECTIVE
I HAVE ALWAYS BEEN VERY SATISFIED WITH THE SERVICE AT BARTON FAMILY PRACTICE
I HAVE ALWAYS ENCOUNTERED THE MOST HELPFUL AND USEFUL DEALINGS WITH THE DOCTORS AND NURSES. ALWAYS THERE FOR US - FOR THIS I THANK YOU.
I HAVE ALWAYS RECEIVED GOOD SERVICE.
Instead of the phone ringcontinually at busy times, why not limit the rings and then put it into a flashing light mode. To patients waiting this would help the appearance of a efficiant service
It used to be reasonable to make an appointment. Today you generally need to book a week or even more in advance which is stupid.
LOVELY, NEVER HAD ANY PROBLEMS. VERY PROFESSIONAL + RESPECTED PRACTICE
More co-operation between Practice and Chemist
None
NONE ITS VERY GOOD
Normal telephone number it costs 35p every time I phone as I am not with BT
Object to 0844 number which costs even with BT package for free phone calls anywhere in the UK.
PERSONALLY, I THINK THAT IT WOULD BE EASIER AND MORE CONVENIENT IF THE CHEMIST WAS IN THE SAME BUILDING AS THE DOCTORS
PLEASE DON'T ASSUME EVERYONE HAS ACCESS TO A COMPUTER. WE ARE NOT ALL 'SILVER
PODIATRY/PHYSIOTHERAPY - HARD TO GET TREATMENT? MORE THAN THREE TIMES TIME A YEAR I HAVE PERSONALLY HAD GOOD SERVICE BUT WHILE WAITING FOR MY APPOINTMENTS ON MANY OCCASIONS THE TELEPHONE RINGS AND RINGS BECAUSE OF PEOPLE BEING LOOKED AFTER AT THE COUNTER/RECEPTION CANNOT ANSWER IT, NOT ALWAYS BUT FREQUENTLY.
Q6, IS THIS GENERAL OR PARTICULAR, TOO VAGUE.
Q8 IS THE DELAY AT CHEMIST?
REALLY PLEASED WITH SERVICE AND TREATMENTS RECEIVED
REF Q2,3,4 DO NOT HAVE FACILITY THE RECEPTION STAFF ARE ALL VERY GOOD AND PLEASANT
ref question 1 - it is easier to call in practice for an appointment.
SERVICES ARE EXCELLENT
SHOULD BE EASIER TO GET APPOINTMENTS
SOME RECEPTIONISTS COULD IMPROVE
Sometimes difficult to pre-book appointment with a particular doctor
TO HAVE REPEAT PRESCRIPTIONS IN LESS THAN FIVE DAYS
TO KEEP BILLS DOWN I HAVE BT TOGETHER PACKAGE FOR FREE TELEPHONE CALLS ANYTIME IN THE UK. EXCEPT 0844 NUMBERS WHICH I HAVE TO PAY FOR. AUTOMATED SERVICE YOU HAVE COSTS ME!!!
TOO LONG FOR APPOINTMENTS
Very appreciable service
VERY EFFICIENT FLU JAB SERVICE - THANK YOU
VERY GOOD
VERY GOOD SERVICE, BUT MAYBE A SATURDAY MORNING APPOINTMENT SERVICE, AS NOT ALWAYS ABLE TO GET AN APPOINTMENT WEEK DAYS DUE TO WORK COMMITMENTS
VERY SATISFACTORY SERVICE AT ALL TIMES
WAITING FOR PHONE TO BE ANSWERED FOR 12 MINUTES IS TOTALLY UNACCEPTABLE.
WAITING TIME FOR APPOINTMENTS
We (Wife +1) are very satisfied
WE HAVE A GOOD SERVICE FROM BARTON PRACTICE AND IT IS ONE OF THE REASONS WHY WE DON'T WANT TO LEAVE THE VILLAGE.
What is a double appointment? i.e. two people? or twice the time?
WHEN I SEE NEWS ON THE T.V. ABOUT POOR NHS SERVICE. I ALWAYS FEEL SOMEONE SHOULD VISIT BARTON HEALTH CENTRE AND SEE FIRST CLASS SERVICE. WELL DONE EVERYONE EXCELLENT WORK - THANK YOU!
YOU ARE AN EXCEPTIONAL TEAM, I ONLY WISH OTHER MEMBERS OF MY FAMILY WERE ABLE TO ACCESS SUCH A QUALITY AND CONSISTENT SERVICE WHERE THEY LIVE.
A good Practice
All of the staff have always been polite, friendly and helpful. Point (Re : No.1) 0844 numbers expensive on mobiles.
Excellent - Very approachable staff. Point Re : No.1. Agree generally, but I choose to go in as sometimes have to wait on the phone for a while. It's expensive to call on a mobile.
Good.
I have always found everyone to be pleasant and helpful. Thank-you to all.
Re : Last point . Come to the practice : 'every 6 months'
Re : Point No. 8 Unaware how much of the 72% is practice or chemist. Re :Point No. 9 (Physiotherapy) Not entirely satisfied with quality of Physio Service.
Re : Point No. 8 waiting at Chemist for over a week.
The service that you get at this practice is second to none. I have no complaints at all.
Very good practice. Very pleased.
Very pleased & thankful we still have a surgery in Barton !
Wish they used a 01283 number cut out all the messages. The present system takes ages and its expensive by the time you get through & many have free calls by the net provided.
VERY UNHAPPY WITH REPEAT PRESCRIPTION BOX. WHEN FAIRLY FULL, ITS POSSIBLE TO TAKE OUT OTHER PRESCRIPTIONS. THIS IS A PRIVACY CONCERN, AND UNAVOIDABLE NOW THE RECEPTIONISTS REFUSE TO TAKE THEM BY HAND.
Thank you to all the patients who responded to our Practice Patient Survey for 2012/2013.
Thank you for the positive and the negative comments all comments help us to review how we are performing.
Following the survey An ACTION plan is in place to address the areas that patients highlighted they were unaware of i.e.
Smoking cessation, weight management, memory clinic, physiotherapy, podiatry, mental health support.
Ordering Prescriptions online, making appointments online, joining our Virtual Patient Group (email Group)
The Practice will also look at the ideas suggested by Patients to improve or supply further services within the Practice.
Listening to our Patients is important to us to help us monitor the care and quality of services delivered.
We are reviewing our telephone system, but to help in the interim we are supplying a local number to run alongside our
0844 Number this local number is 01283 249923.
NEW local numberto contact the surgery is
01283 249923
This gives our patients the choice to ring the 0844 (call flow system)
or the 01283 local number.
Full review of our telephone call handling system is being undertaken and is recorded in the Action Plan for this year.
Further breakdown of background data below to support the analysis of this survey:
1. Can you contact Barton Family Practice easily on the telephone?Strongly agree / 122
Agree / 173
Don’t know / 12
Disagree / 44
Strongly Disagree / 5
2. Do you know you can book appointments on our website?
Yes / 226
No / 118
3. Do you know you can order your repeat medication on our website?
Yes / 158
No / 183
4. Do you know you can join our email patient group, so that we can receive your views and keep you updated about the Practice?
Yes / 115
No / 227
5. Do you feel that you have been listened to during your consultations with the clinicians at Barton Family Practice?
Strongly agree / 209
Agree / 147
Don’t know / 1
Disagree / 2
Strongly Disagree / 1
6. Do you feel that your treatment has been explained clearly to you by the clinicians at Barton Family Practice?
Strongly agree / 211
Agree / 145
Don’t know / 4
Disagree / 2
Strongly Disagree / 0
7. Do you know that you can book a double appointment with a GP if needed?
Yes / 188
No / 170
8. Is your repeat prescription issued by the Practice within 48 hours?
Strongly agree / 91
Agree / 134
Don’t know / 61
Disagree / 53
Strongly Disagree / 12
9. Are you aware that the following services are available, by referral, at the Barton Health Centre?
Podiatry
Yes / 265
No / 87
Physiotherapy
Yes / 296
No / 48
Memory Clinic
Yes / 77
No / 265
Lifestyle Coaching - Weight Management
Yes / 113
No / 225
Lifestyle Coaching - Stop Smoking Clinic
Yes / 163
No / 162
10. Are there any other services you would like to see provided at the Practice?
Free text answers have been omitted
11. Please feel free to add any further comments about the service you receive at Barton Family Practice
Free text answers have been omitted
To help us analyse your answers please tell us a few things about yourself:
Are you male or female?
Male / 151
Female / 191
What age are you?
Under 16 / 2
17 - 24 / 3
25 - 34 / 3
35 - 44 / 15
45 - 54 / 24
55 - 64 / 28
65 - 74 / 143
75 - 84 / 94
Over 84 / 41
What is the ethnic background with which you most identify?
White British / 341
White Irish / 1
Mixed White & Black Caribbean / 0
Mixed White & Black African / 0
Mixed White & Black Asian / 0
Indian / 1
Pakistani / 0
Bangladeshi / 0
Black Caribbean / 0
Black African / 0
Chinese / 0
Other / 7
How would you describe how often you come to the practice?
Regularly / 132
Occasionally / 183
Very Rarely / 35
Many thanks for your time in answering the questions on this survey.