Nailsea Family Practice Patient Participation Enhanced Service 2013/14 Year 3
Results and Analysis of Survey on Patient Information
Introduction:
The survey was produced by the Practice Patient Participation Group in order to assess and make improvements to the variety of health information available to patients. This covered a range of areas including
- Patient Resource Room
- Waiting room media screens
- Patient information leaflets
- Practice newsletter
- Practice website
- Internet use
Design of the Survey:
The form and content of the survey was debated, discussed and agreed upon by PPG members, assisted by a dedicated sub-group. The questions were designed to understand how patients currently access health information, what their alternative preferences might be and then formulate an action plan to address their needs
There was strong feeling that we wished to elicit patient opinion and honest feedback and that face to face interviews would produce good qualitative results. In addition, it was also agreed that the Patient Reference Group (PRG), was well positioned to give online feedback easily and readily..
It was decided, therefore, to run the same survey using both methods. The responses would be compared to see if there were any important or clear differences in the data submitted by both methods. In addition,this would produce a larger sample of patients and give a stronger direction for the Practice to follow.
Producing the Survey:
The Practice purchased a licence for Survey Monkey and the questions were trialled using face to face interviews on several friends, colleagues and willing patients to check its validity and then edited as needed. The final survey was agreed by the PPG.
A number of PPG members undertook the face to face interviews over a period of two weeks in January. Patients were approached with tact and sensitivitywhilst waiting to be called in to their appointment and invited to take part – of the 119 patients approached, only 6 declined.
Alongside these interviews, the Practice Manager sent the Survey Monkey link out to the 324 PRG members by email.
Survey Results:
113 face to face interviews took place and the online PRG response rate was excellent: 118out of 324 (36%).Combined, these represent 2% of the total Practice population(11,288 on 1st January 2014). Although not a large proportion, , the PPG felt that the qualitative nature of the data collected has resulted in honest and practical feedback.
The patients who took part in the interviews appeared to enjoy the opportunity to talk to someone about the Practice and the services received – many more comments and conversations have been recorded which are not related to the survey. These will provide good feedback for the PPG to discuss with Practice staff. Each comment will be considered with a view to addressing patients′ needs. It was also suggested that the PPG hold regular sessions,making themselves available to patients to feedback and talk through any issue relating to the provision of services by the Practice. – along the lines of a PPG Open Clinic. .
Comparing the face to face and online results:
There were a few significant differences. For example awareness of:
- Patient resource room: 93% PRG versus 72% face to face.
- Practice newsletter: 94% PRG versus 70% face to face.
- Health Awareness Day: 58% PRG versus 21% face to face either attended or would have done if available. (Possibly influenced by the PRG having been sent at least two emails promoting the day)
Some differences might have been expected due to a higher number of PRG members using the Practice website but in fact, both methods recorded a similar number (60%) accessing the website so this does not explain the results. The assumption of the PPG is that the PRG are simply more PC “savvy” and perhaps more pro-active in searching for what they want.
Responses by question:
The combined results of every questionare detailed below together with a few patients′ comments where these have raised some issues. These responses have been used to formulate the action plan.
- Are you aware of the Patient Resource Room here at Tower House?
Yes, I have only used it to check my blood pressure / 40%
Yes, I have only used it to seek information/leaflets / 1%
Yes, I have used it for both blood pressure and seeking information/leaflets / 8%
Yes, but I have not used it yet / 34%
No / 17%
As can be seen from the above results, the majority of patients use the room to measure their blood pressure and very few for seeking out information.
Comments against this question included:
“What or where is that”? 4 similar comments
“Not a good name” 4 similar comments
“Wanted leaflet – someone taking BP. Knew she would be a long time so left”
2. If so, did you find the information/leaflets you were looking for?
No / 0.0%
A small number (22) responded to this but those who did look for information were satisfied. Having said that, there were a lot of comments on this issue, including:
“(Leaflets) Should be in waiting room” There were around 14 similar comments.
“Some useful info provided. As someone over 60, I would be interested in knowing how to keep healthy as I get older. Not all info given to young people is relevant”.
“Doctors give enough info”
“Managed leaflets in the waiting room would be good”
No / 18%Yes, but I don't bother with it / 13%
Yes, but I don't find it informative / 3%
Yes, I find it quite informative / 43%
Yes, I find it very informative / 23%
3. Are you aware of the Practice newsletter?
Whilst 66% find the newsletter quite or very informative, a very positive response, the remainder are either unaware of its existence or do not find it useful.
Several patients mentioned that they have it emailed to them (which is available via the Practice Website
Other comments included:
“Very good shingles article”
“Could every newsletter have the opening times of the Practice on it including the Saturday opening times? I was asked when the Practice was open on a Saturday but could not find it on the latest newsletter”
4. Did you come to the Health Awareness Day held in October 2013?
Yes (if you wish, please give feedback below) / 14%No, I was not interested / 20%
No, I would have but was not available / 26%
No, I didn't know about it / 23%
No (other reason) / 17%
The Health Awareness Day was a great success as can be seen from the comments below, the other comments recorded at the end of this report and many others received from the stall holders.. The event was open to the whole community (rather than just our registered patients) and over 300 people attended, which was brilliant. 40% of survey respondents either attended or would have if available. Many people have asked the PPG to run another one and this is being considered for 2015.
"Useful information and good activities for the children"
"...highly interesting especially the pharmacist from Tower House Practice"
" 9 out of 10. Very informative"
It appears that some patients felt it only applied to those with a health condition. Perhaps this highlights that our promotional material or title of the day did not quite describe the aim of the day as clearly as we had though.
“No need at present”
“Simply don’t like coming to the Health Centre unless necessary”
“No problems so wouldn’t have come”
5. Do you read the information on the media screen in the waiting rooms (tick all that apply)?
I find some of the information useful / 67%I like the information relating to the surgery / 36%
I only like the patient call system using the screen / 13%
It is a good way to obtain health information / 45%
It is a helpful distraction while I am waiting for my appointment / 52%
More than one answer could be ticked hence the total not adding up to 100%
Generally, the comments were very positive on the new system which was installed in 2013. The Practice is aware that there is some work to do to improve the format of the information
Together with the music that is played in the waiting areas, the media screen is a good method to distract patients and maintain reasonable confidentiality as patients are not “homing in” on conversations at reception.
Some patients commented on the speed of the information “slides not on for long enough” and “A bit fast” and also that the print was too small on some “Can’t read small print” and “Displays often too small to read”. Most like the call system although there was one remark “Don’t like call system. ?invasion of privacy”
6. Do you use the internet?
Yes / 84%Yes, but only for email / 3%
No / 13%
And the related questions:
7. Do you use the internet to gain information about health issues?
Yes / 77%No / 23%
And ………….
8. How do you use the internet to obtain health information?
I use search engines (eg google, etc) / 88%I use NHS Choices / 40%
I use Patient.co.uk / 12%
I use other health related websites / 19%
I look at the Practice website ( / 21%
It is good to see that a large majority of patients “online” and this means we can do more in terms of producing access to high quality information electronically. We must, however, recognise that those who do not use the internet also have information needs. Minority groups such as those whose first language is not English, those with learning difficulties and those who simply do not use a computer must all be taken into account when developing an information plan.
Patients’ comments highlighted a wariness of using the internet for looking up health issues:
“Sometimes. Wary as might frighten you. Prefer doctor”
“I am aware that too much looking up of health information on the internet is not necessarily a good thing but I think it can be useful”
“Sometimes but not to diagnose”
“Could be dangerous as could easily wrongly misinterpret info”
It is good to see a reasonable proportion using well renowned websites such as NHS Choices and Patient.co.uk. The Practice website tends not to be used as a primary source for health information and its use by patients is described below:
9. Do you use the Practice website ( Please tick all that apply
I order repeat prescriptions / 61%I obtain information such as opening times / 33%
I look at the Patient Participation Group information / 13%
I use the links to other sites such as NHS Choices / 9%
I didn't know the Practice had a website / 12%
I knew there was one but have never looked at it / 16%
Only those who answered “yes” to using the internet had the option to answer this question. Our online repeat prescription ordering service has been in operation for a number of years and is clearly very popular with patients. Obtaining Practice information on our website has a reasonable response at 33% but clearly, there are many who either do not know about the website or who have not looked at it.
There were very few comments but they mainly centred on lack of information they needed such as
“Phone numbers”
“Would have liked opening hours and pharmacy opening hours over the Christmas period”
[Accessed it] “Once for opening hours”
“I would if I could make appointments online” (Good news! That facility is now available.)
10. Are you a member of our Patient Reference Group (email group contacted occasionally with information or for surveys, etc) [NON-PRG survey results only]
Yes / 8%No, I decided not to join / 34%
No, I have never heard of this group / 36%
No, but I would like to know more / 16%
No, but would be happy to join this group (form available from / 6%
Obviously I have not included the responses to this question as given by the PRG group, although it is interesting that even there 11% (6 respondents) did not realise that they are a member!
Although 34% have made a conscious decision not to join, we clearly need to do some work on promoting the PRG to the 58% who have not heard of this group. Happily, this survey has already raised its profile and several new members joined following the one to one interviews.
There is, of course, a natural wariness to “signing up” to a group as the suspicion is that they may be required to do something! Comments were non-committal and centred on not quite understanding the role of the group.
11. Do you think the Practice provides enough information about common health conditions? (please tick all that apply)
Yes / 69%Yes, I like displays in the waiting room / 42%
Yes, I like the information/leaflets in the patient toilets / 13%
Yes, I like the information/leaflets in the resource room / 17%
Yes, I like the information/leaflets in the pharmacy / 19%
No, please feel free to comment below what you would like to see made available and where / 8%
This response is heartening but can be improved, particularly in relation to the Patient Resource Room which scored only 17%. The information in the toilets is very specific in nature and applies to a smaller number of patients.
There were very few comments or suggestions for other information made, other than:
“More health prevention things”
“Wellman services would be a good idea”
We also gathered some demographic information on our respondents, as follows:
12. What gender are you?
Face to face interviewees:
Male / 24.8%Female / 75.2%
PRG members:
Male / 53.1%Female / 46.9%
Whilst the PRGgender representation was evenly balanced, the waiting room only comprised 25% men. Our previous 2012 appointment exit survey comprised 40% men. The differences might have been due to time of day for face to face interviews.
13. What is your age?
16 to 24 / 3%25 to 49 / 13%
50 to 64 / 23%
65 and over / 61%
The practice patient age distribution is as follows:
16 to 24 / 16%25 to 49 / 9%
50 to 64 / 28%
65 and over / 46%
As can be seen, the younger age groups were under-represented in the survey and the older age group over-represented. In terms of the face to face interviews, far less younger people attend the surgery than do the older patients, which will explain the discrepancy.
We analysed the survey questions by gender and also by age group but the PPG did not feel that this produced any noteworthy differences.
14. Ethnicity
White (British, Irish or other European) / 99.5%Black (Caribbean or African) or Black British / 0.0%
Asian or Asian British / 0.0%
Mixed (Black and White Caribbean, African or Asian) / 0.0%
Chinese or Chinese British / 0.0%
Prefer not to answer / 0.5%
The Practice has not collected ethnicity data on every patient and in fact, only 47% of its total Practice population have a recorded ethnicity. Of these, only 234 patients have ethnicity other than “White British and other”. The survey reflects fairly accurately the Practice population. However, it is important that every patient’s needs are met and we would welcome more ethnic minorities on the PPG and the PRG.
Appendix I
All comments made relating to each question:
Information/leaflets and the Resource Room:
Opening hours, still not sure about Saturdays, a leaflet would help and save me wasted visits.General checkups for the retired
And weight. I am aware the leaflets are there but have not needed them as yet.
Weight
Patient thinks the title of the room doesn't tell you what it is for.
And weight
Just once
And weight
Don't like taking BP myself
Information from Doctor
Not a regular visitor
Explained name then patient knew.
No way of measuring height.
Didn't know there were leaflets
? NAME
? What is it.
Not a good name
Doesn't look for leaflets
Didn't recognise name. Haven't tried to look for leaflets.
Daughter used it when having a panic attack.
Where is it?
Found some leaflets of interest
Leaflets on caring for the elderly and home help relevant to mother
But I can't remember what it was about.
Practice Newsletter:
And where would this be foundI am a slow reader and actively avoid receiving anything more to read.
There should be more about the patient participation group
I have it emailed to me.
Could "every" newsletter have the operating hours of the practice on it, including the Saturday opening times. I was asked when the practice was open on a Saturday but could not find it on the latest newsletter.
The patient room was not working for months
Paper copy when I attend surgery
By email
If I am in the Surgery
I would if I visited the Practice
Only read it if I am in the surgery
Okay
Keeps you up to date
Not seen it for months. Used to pick it up from the table in the waiting room.
Rarely see it
Problem downloading to computer
Can't remember only saw first one
On line
Rarely needs to come to NFP.
Pt as receiving newsletter via email until recently but is not being contacted now
Was given Winter one
Shingles article - v good.
Read it when comes in to surgery
Health Awareness Day: