Abbey Court Medical Centre PPG Report – 2013/2014

Dr L Sachdeva & Dr Alan Pollock

The Patient Participation Group (PPG) was launched in 2013, generally meets on Thursday lunchtimes in the surgery reception; with the following aims and objectives:

  • To help improve services
  • To provide feedback on various patient related matters.
  • To monitor the accessibility of practice communication.
  • To explore the changing needs of patients
  • To offer support to patients
  • practical support (annual patient survey)
  • Carer’s group – launching shortly
  • To provide Information on the changing structure of the NHS.

The practice is very grateful to the members for giving up their time and participating in the groups meetings throughout the year and would welcome any new members.

Summary

The results of the questionnaire are generally very positive.

Patients are very satisfied with care and service that they received by the healthcare and reception team.

Appointments - Most patients thought that it was fairly easy to get through to the Surgery to book appointments. Being able to see a GP the same day is important when necessary as well as being able to book appointments in advance. Most patients felt that they were able to do so, even if not necessarily their GP of choice.

Surgery Access - Patients are generally satisfied with opening times, but some would like to see appointments in the early morning, lunchtimes, evening and at weekends. The surgery is now open one morning a week from 7am and closes one evening a week at 8pm to facilitate those working in London (or out of town). The nurse is available over lunchtime periods at set times during the week; especially at peak times, eg flu vaccinations.

Privacy – although patients were very happy with reception staff’s assistance, they were concerned that other patients might hear them when they needed to discuss ‘things’ in private. Patients are now often given the option of discussing things of a private nature in another room whenever necessary and possible.

Live reporting – patients would like to know when doctors / nurses are running late. A new system will be in place soon to facilitate this.

Results

About your visit to the GP
How good was the GP at:
  1. Putting you at ease?
/ Very Good / 78%
Good / 20%
Satisfactory / 2%
  1. Being polite and considerate?
/ Very Good / 92%
Good / 8%
3. Listening to you? / Very Good / 74%
Good / 14%
Satisfactory / 10%
Poor / 2%
  1. Giving you enough time? * Doctor dependant.
/ Very Good / 75%
Good / 20%
Satisfactory / 5%
How good was the GP at:
5. Assessing your medical condition? / Very Good / 69%
Good / 20%
Satisfactory / 6%
Very Poor / 3%
Does not apply / 2%
6. Explaining your condition and treatment? / Very Good / 73%
Good / 23%
Satisfactory / 1%
Very Poor / 1%
Does Not apply / 2%
7. Involving you in decisions about your care? / Very Good / 69%
Good / 24%
Satisfactory / 4%
Does Not apply / 3%
8. Providing or arranging treatment for you? / Very Good / 71%
Good / 19%
Satisfactory / 4%
Does Not Apply / 2%
9. Did you have confidence that the GP is honest and trustworthy? / Yes , definitely / 95%
Yes, to some extent / 5%
10. Did you have confidence that the doctor will keep your information confidential? / Yes , Definitely / 96%
Yes, to some extent / 4%
11. Would you be happy to see this GP again? / Yes / 98%
No / 2%
About Receptionists and appointments:
12. How helpful do you find the Receptionists at your GP Practice? / Very Helpful / 88%
Fairly Helpful / 12%
13.How easy is it to get through to someone at your GP practice on the phone / Very Easy / 70%
Fairly Easy / 22%
Not very Easy / 6%
Not at all easy / 1%
Haven’t Tried / 1%
14. How easy is it to speak to a doctor or a nurse on the phone? / Very Easy / 46%
Fairly easy / 25%
Not very easy / 7%
Not at all easy / 2%
Don’t know / 3%
Haven’t tried / 17%
15. If you need to see a GP urgently, can you normally get seen on the same day? / Yes / 86%
No / 12%
Don’t know/ haven’t needed to / 2%
16. How important is it to be able to book appointments ahead of time in your practice? / Important / 88%
Not Important / 12%
17. How easy is it to book ahead in your practice / Very Easy / 62%
Fairly easy / 27%
Not very easy / 4%
Not at all easy / 2%
Don’t know / 4%
Haven’t tried / 1%
18. How do you normally book your appointments? / In person / 35%
By Phone / 65%
Thinking of times when you want to see a particular doctor:
19. How quickly do you usually get seen? / Same day / next day / 12%
2-4 days / 74%
5 or more days / 4%
Never needed to be seen quickly / 8%
Don’t know/ never tried / 2%
20. How do you rate this? / Excellent / 65%
Very Good / 21%
Good / 8%
Satisfactory / 2%
Poor / 2%
Does Not apply / 0%
Thinking of times when you are willing to see any doctor:
21. How quickly do you usually get seen? / Same day / next day / 89%
2-4 days / 5%
5 or more days / 0%
Never needed to be seen quickly / 4%
Don’t know/ never tried / 2%
22. How do you rate this? / Excellent / 86%
Very Good / 8%
Good / 3%
Satisfactory / 3%
Thinking of your most recent consultation with a doctor or Nurse:
23. Is your GP Practice currently open at times that are convenient to you? / Yes / 75%
No / 23%
Don’t Know / 2%
24. Which of the following additional opening hours would make it easier for you to see or speak to someone? / Before 8am / 15%
At lunchtime / 21%
After 6.30 pm / 46%
On Saturdays / 18%
25. Is there a GP you prefer to see or speak to? / Yes / 73%
No / 27%
26. How often do you see or speak to the GP you prefer? / Always or almost always / 55%
A lot of the time / 24%
Some of the time / 11%
Thinking about the care you get from you Doctors and Nurses overall, how well does the practice help you to:
27. Understand your health problems / Vet Well / 92%
Not very well / 3%
Does not apply / 5%
28. Cope with health problems / Very Well / 85%
Unsure / 9%
Not very well / 2%
Does not apply / 4%
29. Keep yourself healthy / Very Well / 75%
Unsure / 15%
Not very well / 2%
Does not apply / 8%
30. Overall, how would you describe your experience of your GP surgery? / Excellent / 61%
Very Good / 27%
Good / 6%
Satisfactory / 4%
Poor / 2%
31. Would you recommend your GP surgery to someone who has just moved to you local area? / Yes, definitely / 83%
Yes, probably / 15%
No, probably not / 2%

Additional Comments from patients

  • Excellent practice, could not ask for more
  • The doctors are great and the receptionists are too.
  • Reception staff always helpful and polite. Doctors and nurses always prepared to listen and give good advice
  • Parking can be bad at busy times but it unlikely that anything can be done about that
  • I have been a patient at Abbey Court (previously Queens Road) for over 20 years and have been completely satisfied and very impressed when receiving treatment & consultations with all the doctors at this practice
  • Excellent doctor, knows his ‘stuff’ & very pleasant, nice guy! Generally more than satisfactory. Pleasant & helpful staff & doctors. Seems that the nurses make things easier too. Perfectly happy.
  • I have had a few problems lately and have seen Dr Pollock. He has been very helpful to me. I have transferred from another practice and never looked back.
  • Always find Dr Pollock very understanding and he is always polite & helpful.
  • GP was professional, appropriate & very helpful
  • I have been with this Practice for 10yr and have had no complaints with my treatment. Jodie, a nurse is particularly pleasant whenever I have seen her.
  • Only negative about this practice is the parking. For this appointment, it took me longer from where I was parked to the practice than the length of time I was in with the Doctor.
  • All staff at the surgery are fantastic and very respectful. Thankyou all.
  • Excellent GP, very sympathetic & understanding
  • I find all Staff at the Practice are always willing to help in any way they can. Recommended daughter to join this practice, which she is now doing.
  • Very pleasant and helpful