Clifton Road Surgery

CRS------

CLIFTON ROAD SURGERY 26 CLIFTON ROAD RUGBY WARWICKSHIRE CV213QF

Telephone: 01788 552211Fax: 01788 551496

PATIENT SATISFACTION QUESTIONNAIRE

RESULTS

The data collection

The data was collected over a period of 10 working days from Monday 4th January 2016 to Friday 15th January 2016.

500 questionnaires were given out and at the endof the data collection period 136 questionnaires had been completed and returned – compared with 310 for 2014/15, 308 for 2013/14; 298 for 2012/13 and 303 questionnaires received for 2011/12. This was a remarkable difference compared with previous years and this was largely due to patient refusing. When questioned patients said they did not want to take part as they felt they were surveyed about everything; they also commented they were fed up with being asked to complete FFT cards too.

The following tables provide the results from the questionnaires for years 2012/13, 2013/14 , 2014/15 and 2015/16 (these are highlighted in blue).

In consultation with our Patient Participation Group (PPG) the questions remained the same, to enable benchmarking.

BREAKDOWN

Age and Gender

Age / Female / Male / Prefer not to say
12/13 / 13/14 / 14/15 / 15/16 / 12/13 / 13/14 / 14/15 / 15/16 / 12/13 / 13/14 / 14/15 / 15/16
16-24 / 16 / 7 / 14 / 3 / 8 / 6 / 10 / 0 / 2
25-34 / 33 / 20 / 29 / 12 / 21 / 10 / 8 / 3
35-44 / 30 / 14 / 48 / 6 / 12 / 8 / 17 / 9
45-54 / 54 / 32 / 26 / 3 / 18 / 23 / 14 / 12
55-64 / 12 / 30 / 30 / 12 / 24 / 24 / 28 / 18
65-74 / 6 / 42 / 20 / 15 / 27 / 38 / 25 / 24 / 3
75+ / 25 / 30 / 21 / 9 / 9 / 22 / 20 / 9
Total / 176 59% / 175 56.5% / 188
60.6% / 60
44.44% / 119 40% / 131 42.5% / 122
39.4% / 75
55.56% / 3
1% / 2
1% / 0
0% / 0
0%

For the first time ever we have received more responses from males than females.

Are you satisfied with the appointment system?

Age / Gender / Yes / No / Mostly satisfied / No answer
12/
13 / 13/
14 / 14/
15 / 15/
16 / 12/
13 / 13/
14 / 14/
15 / 15/
16 / 13/
14 / 14/
15 / 15/
16 / 12/
13 / 13/
14 / 14/
15 / 15/
16
16-24 / Female / 8 / 2 / 4 / 3 / 4 / 2 / 8 / 0 / 3 / 2 / 0
Male / 4 / 2 / 8 / 0 / 0 / 4 / 2 / 0 / 0 / 0 / 0
Prefer not to say / 2 / 0 / 0 / 0
25-34 / Female / 15 / 6 / 15 / 3 / 6 / 0 / 6 / 0 / 14 / 8 / 9
Male / 12 / 4 / 2 / 3 / 6 / 2 / 2 / 0 / 4 / 4 / 0
35-44 / Female / 12 / 8 / 12 / 3 / 3 / 2 / 20 / 0 / 4 / 16 / 3
Male / 9 / 4 / 7 / 3 / 3 / 2 / 2 / 2 / 2 / 0 / 3 / 2
45-54 / Female / 12 / 10 / 6 / 3 / 21 / 4 / 10 / 0 / 18 / 10 / 0
Male / 3 / 9 / 6 / 6 / 6 / 8 / 4 / 2 / 6 / 4 / 3
55-64 / Female / 3 / 4 / 8 / 3 / 0 / 12 / 12 / 3 / 14 / 10 / 6
Male / 12 / 14 / 13 / 12 / 5 / 8 / 6 / 6 / 2 / 9 / 3
65-74 / Female / 3 / 12 / 8 / 6 / 3 / 4 / 11 / 0 / 26 / 5 / 9
Male / 6 / 12 / 14 / 15 / 2 / 12 / 4 / 0 / 14 / 7 / 9
75+ / Female / 6 / 16 / 8 / 3 / 3 / 8 / 2 / 6 / 6 / 13 / 0
Male / 0 / 12 / 6 / 0 / 6 / 4 / 4 / 6 / 6 / 10 / 3
Total / 105 35% / 117 38% / 117
38% / 63
46.67% / 68 23% / 72 23% / 93
30% / 24 17.78% / 119 39% / 98
31.5% / 48 35.56% / 0
0% / 0 0% / 2
0.5% / 0
0%

Those satisfied with the appointment system has increased to 46.67% (a 8.67% increase). Also, those not satisfied has significant decreased to 17.78% (a huge 12.22% decrease). Although most comments received were positive we still received a few about being ‘unable to see a Doctor of their choice on the day’.

How do you book your appointment?

16-24 / 25-34 / 35-44 / 45-54 / 55-65 / 65-74 / 75+ / Total
Phone / 12/13 / 12 / 42 / 24 / 27 / 21 / 24 / 15 / 165 (55%)
13/14 / 11 / 14 / 8 / 22 / 32 / 58 / 32 / 177 (57%)
14/15 / 18 / 27 / 33 / 8 / 25 / 14 / 21 / 146 (47%)
15/16 / 3 / 6 / 0 / 3 / 9 / 3 / 0 / 24 (17.78%)
Internet / 12/13 / 0 / 3 / 3 / 9 / 0 / 0 / 0 / 15 (5%)
13/14 / 0 / 6 / 6 / 4 / 6 / 2 / 6 / 30 (10%)
14/15 / 4 / 0 / 4 / 8 / 10 / 7 / 2 / 35 (11%)
15/16 / 0 / 0 / 3 / 9 / 9 / 9 / 6 / 36 (26.67%)
In Person / 12/13 / 0 / 0 / 9 / 15 / 6 / 3 / 6 / 39 (15%)
13/14 / 0 / 0 / 2 / 6 / 2 / 8 / 4 / 22 (7%)
14/15 / 0 / 6 / 0 / 6 / 1 / 6 / 10 / 29 (9%)
15/16 / 0 / 0 / 0 / 0 / 3 / 12 / 6 / 21 (15.56%)
Phone/Internet / 12/13 / 4 / 3 / 6 / 6 / 0 / 0 / 0 / 16 (5%)
13/14 / 2 / 0 / 4 / 4 / 6 / 2 / 2 / 20 (6%)
14/15 / 2 / 2 / 12 / 4 / 3 / 8 / 2 / 33 (11%)
15/16 / 0 / 3 / 0 / 3 / 3 / 9 / 0 / 18 (14.07%)
Phone/In Person / 12/13 / 4 / 3 / 0 / 12 / 6 / 6 / 12 / 43 (14%)
13/14 / 0 / 0 / 2 / 12 / 4 / 8 / 6 / 32 (10%)
14/15 / 0 / 0 / 14 / 8 / 6 / 8 / 6 / 42 (14%)
15/16 / 0 / 6 / 6 / 0 / 6 / 6 / 6 / 30 (22.22%)
Internet/In person / 12/13 / 0 / 0 / 3 / 0 / 0 / 0 / 0 / 3 (1%)
13/14 / 0 / 0 / 0 / 0 / 2 / 2 / 2 / 6 (2%)
14/15 / 0 / 2 / 0 / 0 / 1 / 0 / 0 / 3 (1%)
15/16 / 0 / 0 / 3 / 0 / 0 / 0 / 0 / 3 (2.22%)
Phone/Internet/ In Person / 12/13 / 4 / 3 / 0 / 3 / 3 / 3 / 0 / 16 (5%)
13/14 / 2 / 10 / 0 / 7 / 0 / 0 / 0 / 19 (6%)
14/15 / 0 / 0 / 3 / 6 / 11 / 2 / 0 / 22 (7%)
15/16 / 0 / 0 / 3 / 0 / 0 / 0 / 0 / 3 (2.22%)

For the first time every booking an appointment via internet is the most common way to book an appointment with 26.67%, again reflective of the advertising we have put in place to notify patients of the on-line facilities.

How easy do you find making an appointment to see your preferred doctor?

Number / Percentage %
12/13 / 13/14 / 14/15 / 15/16 / 12/13 / 13/14 / 14/15 / 15/16
Very easy / 31 / 24 / 30 / 18 / 10 / 8 / 10 / 13.33
Fairly easy / 141 / 112 / 99 / 45 / 48 / 36 / 32 / 33.33
Not very easy / 126 / 166 / 174 / 69 / 42 / 54 / 56 / 51.11
No Answer / 0 / 6 / 7 / 3 / 0 / 2 / 2 / 2.22
No preferred Doctor / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
Total / 298 / 308 / 310 / 135

Patients have found that during 15/16 it has been slightly easier to make an appointment with their preferred doctor, 13.33% (an increase of 3.33%). Earlier stats show that patients are still overall satisfied with our appointment system, which demonstrates that the Practice is making every effort to provide primary health care to all patients, however, unfortunately this may not always be with a preferred Doctor.

How easy do you find making an appointment to see a nurse?

Number / Percentage %
12/13 / 13/14 / 14/15 / 15/16 / 12/13 / 13/14 / 14/15 / 15/16
Very easy / 112 / 111 / 105 / 33 / 38 / 36 / 34 / 24.44
Fairly easy / 159 / 155 / 164 / 90 / 53 / 50.5 / 53 / 66.67
Not very easy / 24 / 20 / 6 / 0 / 8 / 6.5 / 2 / 0
No Answer / 3 / 22 / 35 / 12 / 1 / 7 / 11 / 9.63
No preferred Nurse / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
Don’t use / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
Total / 298 / 308 / 310 / 135

24.44% of patients found it very easy to make an appointment to see a nurse compared with 34% for 2014/15 – a decrease of nearly 10%; however, 66.67% indicated it was fairly easy, an increase of 13.67% from the previous year. 0% indicated that it was not very easy every compared to 2% for 2014/15. This may be reflected in the nurse team changes that have happened during 2014/15, when two experienced members of staff left, also the demand for PCP appointments continues to increase considerably, to support with duty triage services.

Can you easily contact the practice when you wish to cancel an appointment?

Number / Percentage %
12/13 / 13/14 / 14/15 / 15/16 / 12/13 / 13/14 / 14/15 / 15/16
Always / 99 / 120 / 91 / 42 / 33 / 39 / 29 / 31.11
Most of the time / 86 / 74 / 69 / 39 / 29 / 24 / 22 / 28.89
Usually / 69 / 58 / 72 / 27 / 23 / 19 / 24 / 50
Sometimes / 32 / 18 / 57 / 6 / 11 / 6 / 18 / 4.44
Never / 1 / 4 / 0 / 0 / 0 / 1 / 0 / 0
Never Cancel/Not applicable / 2 / 2 / 11 / 21 / 1 / 0.5 / 4 / 15.56
No Response / 9 / 32 / 10 / 0 / 3 / 10.5 / 3 / 4.44
Total / 298 / 308 / 310 / 135

Patients have fed back that cancelling an appointment is easy to do, this compares with the findings for previous years; 0% for Never, as with 2014/15.

If you need to see a GP urgently, can you normally get an appointment for the same day?

Number / Percentage %
12/13 / 13/14 / 14/15 / 15/16 / 12/13 / 13/14 / 14/15 / 15/16
Yes / 174 / 131 / 135 / 69 / 58 / 43 / 44 / 51.11
No / 73 / 94 / 97 / 30 / 25 / 30 / 31 / 22.22
Don’t Know never necessary / 48 / 73 / 74 / 36 / 16 / 24 / 24 / 26.67
Sometimes / 0 / 2 / 0 / 0 / 0 / 0.5 / 0 / 0
No Answer / 3 / 8 / 2 / 0 / 1 / 2.5 / .5 / 0
Not applicable / 0 / 0 / 2 / 0 / 0 / 0 / .5 / 0
Total / 298 / 308 / 310 / 135

2015/16 saw an increase of 7.11% for those patients answering ‘yes’ to being able to get an appointment with a GP urgently on the same day; with a supported decrease of 8.78% answering ‘no’. However, comments received reflect being unable to see a Doctor of your choice.

How helpful and/or informative do you find our notice boards?

Number / Percentage %
12/13 / 13/14 / 14/15 / 15/16 / 12/13 / 13/14 / 14/15 / 15/16
Very / 108 / 102 / 86 / 57 / 36 / 33 / 28 / 42.22
Fairly / 178 / 160 / 189 / 63 / 60 / 52 / 61 / 46.67
Not very / 9 / 28 / 16 / 0 / 3 / 9 / 5 / 0
No Answer / 3 / 18 / 19 / 15 / 1 / 6 / 6 / 11.11
Total / 298 / 308 / 310 / 135

2015/16 has shown a huge increase in patients very satisfied with our notice boards 42.22% a 14.22% increase. We have continued to work hardto focus on tidying up our boards and displaying more professional and user friendly information in a uniformed style, with a dedicated member of staff employed to monitor these. This hard work has paid off with the stats provided.

In general, how satisfied are you with the Medical and Nursing care you get at the surgery?

Number / Percentage %
12/13 / 13/14 / 14/15 / 15/16 / 12/13 / 13/14 / 14/15 / 15/16
Very / 196 / 198 / 187 / 93 / 66 / 64 / 60.5 / 68.89
Fairly / 93 / 82 / 100 / 33 / 31 / 27 / 32.5 / 24.44
Not very / 3 / 12 / 16 / 0 / 1 / 4 / 5 / 0
No Answer / 6 / 16 / 7 / 9 / 2 / 5 / 2 / 6.67
Total / 298 / 308 / 310 / 135

Patients have fed back that overall they are satisfied with the medical and nursing care they get at the surgery 93.33% for 2015/16 – this is an increase of .33% from 2014/15. However, 0% answered they were ‘not very’ satisfied a 5% reduction from the previous year.

How helpful do you find the reception staff at the surgery?

Number / Percentage %
12/13 / 13/14 / 14/15 / 15/16 / 12/13 / 13/14 / 14/15 / 15/16
Very / 187 / 194 / 172 / 99 / 63 / 63 / 55 / 73.33
Fairly / 99 / 76 / 115 / 27 / 33 / 25 / 37 / 20
Not very / 6 / 20 / 14 / 3 / 2 / 6 / 5 / 2.22
No Answer / 6 / 18 / 9 / 6 / 2 / 6 / 3 / 4.44
Total / 298 / 308 / 310 / 135

Patients have fed back that overall they find reception staff helpful (93.33%) an increase of 1.33% from 2014/15. We have worked hard this year to continue with our positive feedback and this is reflective in the scores, even though we have seen experienced staff members leave and had four new staff members.

How satisfied are you with the opening hours of the surgery?

Number / Percentage %
12/13 / 13/14 / 14/15 / 15/16 / 12/13 / 13/14 / 14/15 / 15/16
Very / 178 / 130 / 150 / 87 / 60 / 42 / 48 / 64.44
Fairly / 108 / 146 / 128 / 42 / 36 / 48 / 41 / 31.11
Not very / 6 / 16 / 18 / 0 / 2 / 5 / 6 / 0
No Answer / 6 / 16 / 14 / 6 / 2 / 5 / 5 / 4.44
Total / 178 / 308 / 310 / 135

Patients have fed back that overall they are satisfied with the surgery opening hours 95.55% a 6.55% increase from 2014/15. We have promoted heavily this year our extended hours, via the website and A Frame and believe this has contributed to the increased satisfaction rates.

Would you like to see any changes to the surgery services?

Number / Percentage %
12/13 / 13/14 / 14/15 / 15/16 / 12/13 / 13/14 / 14/15 / 15/16
Yes / 63 / 106 / 143 / 63 / 21 / 34 / 46 / 46.67
No / 223 / 148 / 121 / 57 / 75 / 48 / 39 / 42.22
No Answer / 12 / 54 / 46 / 15 / 4 / 18 / 15 / 11.11
Total / 298 / 308 / 310 / 135

Would you like to see any changes to the surgery services?

Answer the phones more quickly, particularly first thing in the morning
Not having to explain to Reception staff my illness
For appointments to run on time
Charge those patients who do not attend their appointment and do not cancel
Be able to see preferred/same Doctor more easily when booking on the day
Stop taking on new patients
Larger car park
TV screens in the waiting rooms