Patient Participation Group Survey Report 2014
The Patient Participation (PPG) has now been running for 27 months. The group meets for 2 ½ hours every 2 months. The PPG is advertised via posters in the waiting room and on our call in screen. The website also plays a part in recruiting members to the PPG, as there are application forms to complete, for patients that wish to join.
At present the group consists of 9 members and during the meetings a range of subjects are discussed relating to the practice. The PPG have recently taken on the task of producing a Surgery newsletter for people to inform them of the latest news at the surgery. The newsletters are not only distributed from the Surgery, but we have teams up with the local shop and chemist to assist in handing these out.
The PPG and Practice run a patient survey once a year. The year was accessible on-line and also in paper form in the surgery. The Survey ran over 2 weeks during March 2014 and the total number of 150 surveys was completed. The X-touch electronic patient check in screen was turned off during this period, which forced patients to check in at the reception desk, enabling the receptionists to hand them a questionnaire to complete. This worked very well, and patients were more obliged to complete them as they had been asked and offered the assistance from the staff, if they required it. The receptionists also encouraged patients to leave their email addresses to encourage the use of a ‘virtual’ PPG.
When the website was first set up, during its first year it had a total of 12,779 hits. Recent figures show that the usage of our website has rapidly grown over the last 12 months, as for the year 2013 – 2014 we have had a total number of 21,622 hits.
Analysis of Results:
The results of this survey were quite pleasing and do not identify any major issues within the Practice. On further inspection of the survey, the second part contains a lot of no response. The PPG are going to address this, as there is an increase in ‘no responses’ as the survey goes on, this may suggest that the survey was too comprehensive, compared to last years survey as there were 30 questions.
1. In general, how would you describe the quality of your health?
Excellent18%
Good42%
Some long standing issues31%
Poor7%
2.How often have you visited Birches Head Medical Centre or Hulton House in the past year?
First Visit10%
2-5 Visits53%
More than 636%
3.How often have you seen a Healthcare Professional (doctor, nurse or Healthcare Support Worker) in the past twelve months?
Not at all10%
Only once10%
2-5 times48%
More than 630%
No response 2%
4.Did you make an appointment by phone, on-line or did you drop in?
By phone76%
On-line0%
Dropped in20%
Relative / carer made it2%
No response2%
5. How easy was it to get an appointment for the time you wanted?
Not very easy9%
Fairly easy43%
Very easy40%
Didn’t specify a time7%
6. Were you able to get an appointment with the GP you wanted to see?
Yes48%
No6%
Didn’t specify a GP44%
No response2%
7. How important is it to you that you see a particular GP when coming to the practice?
Not at all important35%
Fairly important33%
Very important28%
Prefer not to say2%
No response2%
8. How easy was it to get an appointment with the GP you wanted?
Not very easy2%
Fairly easy34%
Very easy18%
Didn’t specify a GP41%
No response5%
9. How long after your appointment time do you normally wait to be seen?
I am normally seen on time32%
5 - 15 minutes47%
15 – 30 minutes6%
More than 30 minutes0%
It varies10%
No response5%
10. How well do you know which days of the week your preferred GP is available?
Very well8%
Quite well18%
Not well at all17%
Don’t know54%
No response3%
11. How satisfied are you with opening hours at the practice?
Very41%
Fairly16%
Neither Satisfied nor dissatisfied8%
Quite Satisfied21%
Very Dissatisfied1%
Don’t know the opening hours7%
No response6%
12. As far as you know, is the surgery open …..
Before 8am16%
At lunchtime34%
After 6.30pm24%
On Saturdays3%
Sundays0%
13. Would you like the surgery to be open at additional times?
Yes18%
No16%
Not sure20%
Depends on when/what time40%
No response6%
14. How easy do you find it getting into the surgery buildings?
Very easy78%
Fairly easy16%
Not very easy0%
Difficult0%
Very difficult0%
No response6%
15. How clean is the GP surgery?
Very clean86%
Fairly clean10%
Not very clean0%
Dirty0%
Very dirty0%
No response4%
16. How would you rate the courtesy of the staff at the reception desk?
Very courteous74%
Fairly courteous22%
Not very courteous0%
Discourteous0%
No response4%
17. In the reception area, can other patients overhear what you say to the receptionist?
Yes but I don’t mind63%
Yes, and I am not happy about it8%
No, other patients can’t hear4%
I’m not sure if they can hear or not20%
No response5%
18. How often do you read or take home information leaflets, notices and brochures from the surgery reception area?
Never51%
Sometimes29%
Often1%
It depends on what is around4%
It depends on what I’m looking for8%
No response7%
19. Which leaflets would you like to see in the surgery?
Healthy eating, Healthy living, eating disorders, diabetes, weight loss, help the aged, neurological information, support groups, charities , helplines, information for the aged, anything in Braille,
20. Which doctor or Nurse did you see today?
The surveys counted that most people saw Dr Samal and Dr Vellaturi. This is because Dr Nayeemuddin was on Holiday for one out of the two weeks, that the survey was being run, and Dr Upputuri only works part time.
21. Did you feel that your doctor / Nurse spent an adequate amount of time with you?
Yes72%
No2%
Not sure6%
No response20%
22. How long were you in with the Doctor / Nurse?
Less than 5 minutes21%
5 – 10 minutes45%
10 – 15 minutes8%
Longer than 15 minutes4%
No response22%
23. Mark the boxes that show the way your Doctor / Nurse seemed today
Attentive32%
Concerned10%
Friendly30%
Distracted0%
Rushed4%
Inconsiderate0%
No response24%
24. How would you rate the ability of your Doctor / Nurse ?
Outstanding26%
Good43%
Adequate6%
Poor0%
Not sure, don’t know1%
No response24%
25. If appropriate, did you feel that your Doctor’s / Nurse examination was thorough?
Yes56%
No1%
Not applicable17%
No response26%
26. How clear was the Doctor / Nurse in explaining your condition and any treatment you needed?
Outstanding24%
Good43%
Adequate6%
I didn’t understand0%
I’m confused0%
Not applicable2%
No response25%
27. If applicable, how well did your Doctor / Nurse include you in your healthcare decisions?
Outstanding24%
Good38%
Adequate8%
Poor0%
I didn’t feel included at all2%
No response26%
28. Were your questions answered to your satisfaction?
Yes76%
No1%
No response23%
29. Would you see this Doctor / Nurse again, if you were ill?
Yes74%
No2%
Not sure2%
No response22%
30. Would you recommend this facility and its staff to your family and friends?
Yes83%
No1%
Not sure10%
No response6%
Demographics of the patients taking the Survey
Are you
Male38%
Female57%
No response5%
Which is the ethnic background with which you most identify?
White British84%
White Irish0%
White European6%
Mixed White and Black Caribbean1%
Mixed White and Black African0%
Mixed White and Black Asian0%
Indian0%
Pakistani0%
Bangladeshi0%
Black Caribbean0%
Black African0%
Chinese0%
Other1%
No response8%
What Age group do you fall in to?
18 and Under4%
19 – 3022%
31 – 4518%
46 – 5926%
60 – 7418%
75 +5%
No response7%
Would you like someone to talk to regarding your responses to this survey?
Yes2%
No88%
No response10%
Positive Patient Comments
- Colleen was attentive and friendly.
- Dr Samal was attentive
- Dr Samal was friendly and concerned
- Dr Upputuri is very pleasant and I would see him again
- Dr Upputuri was friendly
- Dr Vellaturi is very friendly and explains things well
- Dr Vellaturi was concerned and friendly I will definitely see him again
- Nurse Sue was very friendly, and I will come and see her again if I have any problems
- The reception staff are courteous, but it depends who is on.
- The staff are always helpful and polite
- When talking to friends who have different Doctors at different surgeries, they can never get in. I always manage to get in, so I am very lucky to have a great Doctors
Negative Patient Comments
- When you call in early in the morning you don’t expect to be turned away and be told there is nothing today
- The reception staff are courteous, but it depends who is on
- Please change the number back to a 01782 number as I can’t ring off my mobile as it is too expensive, but I get free calls to 01782 numbers
- I usually have to wait to see the Midwife
- I don’t agree with your phone number, it costs too much. What was wrong with your old numberyou used to have
- I have a pushchair and the doors are heavy
- I think it should be more private when speaking to the staff
- Most people use mobile phones, a local number would be much better
- Not satisfied with the phone number
Your Suggestions
- It would be nice if you opened on a Saturday maybe twice a month for people who are at work in the week
- It would be nice if the TV shows the “running late” times
- I would like to book an appointment online
- I would like the surgery to be open Thursday evenings
- I would like to see the same GP if having to return for the same healthcare issue
- It would be good if you could get appointments on a Saturday morning for a routine check up (blood pressure, HRT, etc) so that time doesn’t have to be taken off from work
- Most people use mobiles, a local number would be much better
- Online prescriptions would be of benefit
- The only issue I have is the bell needs to be highlighted outside for anyone with perkins brailler
Conclusions / Action Plan
The results of this survey are very pleasing, there are obviously a few problems that need to be addressed and the numerous comments regarding the phone number will be fed back during the Practice Meeting. We will endeavour to address (if possible/appropriate) the issues raised by the patients
- 0844 phone number will be discussed in the Practice meeting. At present we are organising a meeting with our phone company to see if this can be addressed.
- The check-in screen will be looked at to see if we can add how long the waiting time is for the GP / Nurse on that day.
- Opening Saturdays, the Practice provides extended hours Monday and Friday until 8pm, and feels this should be sufficient, to satisfy patients who struggle to get to surgery during ‘normal hours’
- The Practice will need to advertise the online service regarding booking appointments and ordering repeat prescriptions
- The Practice already has a poster on the reception Hatch advertising that patients can speak in a confidential room. This is obviously not being noticed, therefore we are going to do a poster stating that patients can “walk and talk” if they want to speak to a member of staff in private, rather than in the waiting room.
- As only 78% stating that it was very easy to get into the building, we are very much aware that some patients do have difficulties with our heavy doors, especially the disabled. At present we have a door bell (which will put a sign up) however, we aim to have a meeting with an automatic door company to see if we can get funding to have this done at both Surgeries.