The Limes Medical Centre Patient Participation Group
Survey of Patients Views December 2011
We are The Limes Medical Centre Patient Participation Group and we began in October 2011. We are a representative group of patients who volunteer their time to meet with the doctors and staff and who help to shape the surgeries plans for the future. One of the first tasks for our Group was to understand the concerns and views of patients. In December 2011 we organised a Patient Questionnaire to gain an understanding of the issues that concern patients and to give us an opportunity to hear what patients thought of its local GP services. We tried to include questions on the issues we felt were important to you but also included a section for respondents to give us their personal views on the surgery and the services. We were very active in helping distribute the questionnaire and had a chance to speak directly to many of you about the surgery.
The results of that survey are now in. We have carefully considered the results,listened toyour comments and taken time to meet directly with the GPs and staff to identify a number of changes, improvements (and wish lists!) which the surgery is committed to tackling.
We hope the following summary of the results of our work is of interest to you.
Respondents
509 patients responded, 66% female, 34% male. The age group who responded went from under 18 years to over 85 years. The age range of respondents was in line with the full registered patient list of the practice although there was a slightly higher percentage of respondents in the older 65 to 84 years age group. This is however representative of the patients that most likely attend the practice. 50% were in full or part time employment and 31% retired. 4% of respondents were permanently sick or disabled.
We felt this was a good representative sample from which to draw our conclusions on results.
Transport
80% of patients arrive by car to the surgery but 72% of these had problems parking.
Booking and making appointments
The majority of patients make their appointments over the telephone (68%). 28% of respondents would like to be able to make appointments on-line via computer.
Opening Hours
92% of respondents were happy with the opening hours of the surgery.
Telephone
43% of patients found getting through on the telephone either very or fairly easy. However 51% thought it not very easy or not at all easy. We received many comments regarding how difficult it was to get through on the telephone to the surgery.
Arriving at the surgery
When dealing with the reception team 46% of respondents were concerned regarding privacy at the reception desk. We also received comments over concerns on the questions receptionists asked patients.
34% of respondents did not feel that their disability needs were met.
80% of respondents considered the waiting time once at the surgery was acceptable, but 30% felt that the call system was not adequate and 19% that the signage was not adequate. Many comments were received encouraging the use of better speakers, screens and clearer directions for patients.
Seeing your doctor or nurse
73% of respondents were able to see a doctor on the same day or within the next two weekdays. If they were not able to, the main reason (58%) was that there were not any appointments or that there were appointments but not with the GP they wished to see (23%). 64% of patients were able to book their appointment more than 2 weekdays in advance and 74% said they had seen the doctor of their choice. Only 9% of patients felt they never or almost never see their preferred doctor. 83% were happy with the ease of making a follow up appointment but comments were received regarding booking appointments further in advance.
The vast majority of patients were very happy with the quality of their consultation with the GP or nurse
Repeat Prescriptions
7% of respondents were unhappy with the repeat prescription service.
Your test results/ hospital communication
80% of respondents were happy with the way they receive their test results but 20% were unhappy about the communication systems between the surgery and the hospitals.
Additional Comments
Comments received were many and varied. However there were definite themes and concerns expressed within them. Of particular note was the number of comments regarding the reception team, the appointment system, phone access and parking.
A FULL COPY OF THE RESULTS OF THE QUESTIONNAIRE AND THE COMMENTS RECEIVED CAN BE FOUND ON THE LIMES WEBSITE OR DIRECTLY FROM THE SURGERY
The Patient Participation Group and members of the surgery have met and fully discussed the results. Overall the patient satisfaction with clinical care and your time with the doctor or nurse was very high. However a number of issues were highlighted that we wish to address. An action plan has been agreed to tackle some of the problems and we hope these will help improve patients experience of the surgery.
Our Plan
The Appointment System
The appointment system greatly influences the running of the surgery. The way patients make appointments, the use of the car park, checking in and how long they wait are all shaped by the appointment system. It was agreed that a review of the current system would be undertaken and the introduction of a new system to include:
- booking appointments further in advance with a GP of choice
- providing more capacity spread across the working day to alleviate the car parking issues
- releasing appointments in the afternoon to encourage patients to ring throughout the day rather than just at peak morning times to reduce the difficulty getting through on the phone
- not requiring patients to ring back later for released appointments
The new system will be introduced in the Spring and trialled for three months to assess its success and impact.
Reception and waiting areas
- Queues at the front desk are a problem and we will install an additional self check screen to alleviate these queues
- Name badges for staff will be provided so that if you feel you have been treated rudely we can understand better with whom and how this occurred
- A large visual screen will be installed within the waiting area to inform patients when to go through to their appointment
- We will improve the signage and information provided for appointments so patients know where to go to see their doctor or nurse
- Receptionists asking questions: This was a recurrent theme and of concern to patients. Currently the reception team are asked to find out more from a patient so they can ensure the best appointment or service is provided. The surgery offers a range of appointments with other specialists including musculo-skeletal clinicians, nurse practitioners, GPs with special interests. The receptionist has the ability to book a patient directly into the most appropriate service within strict limits. By asking a patient for the most brief description we can help book the patient into these various services. The reception team are trained to high levels of confidentiality and discretion and are monitored on how they allocate and use the appointment system. We hope that additional training will improve the way our receptionists help patients book their appointments.
If you do not wish to share personal information about your problem then please tell the receptionist and who will be sympathetic to your concerns.
Information
- The Practice is reviewing its website and anticipates being able to provide more timely information on services and systems as well as downloadable information to patients.
- The on-line repeat prescription service will also be more widely advertised to patients.
Disability
The questionnaire highlighted the large group of patients who felt that their disability needs were not being met at the surgery. Unfortunately we did not receive additional information on how these needs are being missed. We would urge any patients to let the Practice Manager know the ways in which this can be improved or where the problems are. This way, we can work on changing systems or the environment where possible to better meet disability needs. To support this we will also seek further advice from specialists on meeting the needs of disabled patients.
Patient Feedback
The Practice is keen for patients to provide feedback and comments on their experiences. If you wish to discuss anything, the Practice Manager would welcome the opportunity to discuss this with you in person, over the telephone or in writing. Similarly if you have any suggestions or comments the Practice manager would be pleased to receive these.
If you are interested in helping or joining the Patient Participation Group please contact The Secretary, PPG, The Limes Medical Centre, 65 Leicester Road, Narborough, Leicester LE192DU.