PATIENT SURVEY REPORT
For
THE OLD FORGE SURGERY
PallionPark, Pallion, Sunderland, SR4 6QE
Survey Developed by
The Old Forge
Patient Participation Group
Contents
Introduction1
The Survey1
-survey development
-how the survey was carried out
The Results1
Action Plan 2
Appendices
Appendix 1 - The Questionnaire
Appendix 2 – Action Plan
Introduction
The survey will show how patients perceive their doctor’s practice and will help the practice gain insight into how key areas may be improved. The survey covers aspects of quality that are best assessed by asking patients, and what is most valued by patients.
Survey Development
The content of the questionnaire was entirely developed by The Old Forge Patient Participation Group - questions devised by patients for patients. Once amendments had been agreed and made the questionnaire was distributed to the wider practice population (Appendix 1)
How the survey was carried out
The survey was carried out starting January 2014 and continuing through until 21st March 2014. Receptionists handed out questionnaires to all patients 18 and over presenting for appointments.
The survey is anonymous and patients were asked to leave their completed questionnaire before they left the practice.
The questionnaire was also added to our website.
We had 200 fully completed questionnaires returned in the period stated from a population age ranging from 18 to over 75.
The Results
The results from surveys are used to help us improve the way we deliver services from the practice.
The results from the survey were collated and analysed. This was then discussed at a practice meeting and then passed to the Patient Participation Group. From the survey results there were some common themes emerging and from this an Action Plan has been devised(Appendix 2)
The majority of patients are happy with the hours and service we provide and were complimentary about our nursing and reception team. A high percentage indicated they were treated with dignity and respect when attending the practice and felt that the GPs were approachable and felt reassured with the doctors explanation of their problem or condition. (Charts attached)
From the results and additional comments some areas came through as a common theme…. as follows:
-appointment availability and non attendee
-condition of seating in the waiting area
-access to the building
-names of staff
Action Plan
From the survey results and following discussions we intend to address the following, which were raised by patients completing the 2013-2014 patient questionnaire.
-appointment availability is sometimes an issue and this is, in part, due to a large number of patients that book appointments and then fail to cancel these when not required.
-seating in the waiting area
-Access to the building
-Identification of staff
We would like to thank all patients that took the time complete the questionnaire – your opinions are valuable to us.
We would particularly like to thank The Old Forge Patient Participation Group for their time and commitment, not only in devising the questionnaire but for their input throughout the year.
SURVEY RESULTS
Q1.
Q2.
Q3.
Q4.
Q5.
Q6
Q7.
Q8.
.
Q9.
Q10.
Q11.
Q12.
Appendix 2
THE OLD FORGE PATIENT SURVEY
ACTION PLAN
2013-2014
ITEM / ACTION / TIMESCALE1 Appointment accessibility large percentage of appointments wasted due to Failure to attends / Aim to reduce the number of patients failing to attend appointments by implementing a reminder text messaging service and promoting on-line access to this facility / New software available from upgraded Clinical system from May 2014
On-line facilities already available but will update website May 2014.
Improvements should be noticed by November 2014.
2 Waiting Room Seating
Wear and tear due to well used area / Aim to increase and replace chairs in waiting area / During April 2014
3 Access to Building
Aware of problem and inconvenience with entry doors for disabled and
Prams/pushchairs / Quotations have been received for automatic doors but due to financial restraints are unrealistic at this time. Aim to provide an alternative assistance i.e Door Bell to request staff assistance. / If no resource found for automatic doors then install door bell assistance plan by Autumn 2014
4 Identification of Staff
-preventing an anonymous service / Aim to lessen the anonymity of our service by staff displaying name badges and announcing themselves on telephone / April 2014