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Analysis of Patient Survey 2012
• Presented by: Dr. Bali Sohanpal
• Survey conducted in November/December 2012
• Questionnaire’s handed out 240• Collected and analysed 200
Q1. The past 12 months, how many times have you seen a doctor from your practice?
Total 197
Q2. Satisfaction with receptionists
21 fair
64 good69 very good
36 excellent
5 poor
1 very poor
Total196
Garlinge score 2012
97%
GarlingeScore 2008 97%
Q3a. Satisfaction with opening hours
Poor 3 Garlinge (December 2012)
score98.5%
Ipsos MORI(March 2011)
score 84%
Total 196
Q4b. Availability of a particular doctor
V poor 1 Garlinge
(December 2012)score85%
Ipsos MORI(March 2011)
score 91%
Total 191
Q5a. 48 hour booking
Garlinge (December 2012)
score79%
Ipsos MORI(March 2011)
score 78%
Able to see doctor on the same day or next 2 days the surgery was open
Total 191
Q5b. Availability of seeing any doctor
V poor 1
poor 8
good41
fair 45
V good43
Excellent23
n/a25
Garlinge (December 2012)
score82%
Garlinge (Oct 2008)
score 74%
Total 186
Q6 See GP on same day if urgent?
Total 131
Garlinge (December 2012)
score73%
Garlinge (Oct 2008)
score 61.5%
Q8a. Phoning through to practice
Total 192
V poor6
poor13
fair45
good60
V good40
Excellent18
Don’tknow
10
Garlinge (December 2012)
score90%
Ipsos MORI(March 2011)
score 80%
Q8b. Phoning through to doctor for advice
V Poor 4
Garlinge (December 2012)
score33%
Ipsos MORI(March 2011)
score 18%
Total 178
9b. Continuity of care
Total 181
Fair 19
Good 63
Excellent34
V Good 63
V poor1
poor1
Garlinge (December 2012)
score98%
Ipsos MORI(March 2011)
score 91%
Q10a Doctor’s questioningHow thoroughly the doctor asks about your symptoms and how you are feeling?
V poor2
Poor4
fair26
good54
Excellent44
V good47
n/a4
Total 181
Garlinge (December 2012)
score94%
Garlinge (Oct 2008)
score 93%
Q10b. How well the doctor listens
Total 183
Garlinge (December 2012)
score91%
V poor2
poor11 fair
25
good47V good
49
Excellent45
n/a4
Ipsos MORI(March 2011)
score 82%
10c. How well doctor puts you at ease
Total 182
poor3
V poor2
fair16
good50
V good54
Excellent46
n/a11
Garlinge (December 2012)
score90%
Garlinge (Oct 2008)
score 89%
Q10d. How doctor involves patient
Total 184
V poor2 Garlinge
(December 2012)score85%
Ipsos MORI(March 2011)
score 64%
Q10e. Doctors explanations
Total 184
V poor1
poor9 fair
27
good43
V good51
V good46
n/a7
Garlinge (December 2012)
score91%
Garlinge (Oct 2008)
score 92%
Q10f. Time doctor spends
Total 184
V poor1
Garlinge (December 2012)
score97%
Garlinge (Oct 2008)
score 97%
Q10g. Doctor’s patience
Total 184
V poor1
poor11 fair
22
good47
V good46
excellent52
n/a5
Garlinge (December 2012)
score92%
Garlinge (Oct 2008)
score 90%
Q10h. Doctor’s caring and concern
V poor2
Poor9
fair21
good53
V good46
excellent49
n/a4
Total 184
Garlinge (December 2012)
score92%
Garlinge (Oct 2008)
score 92%
Q12a. How well the nurse listens?
V poor1
poor1
fair3
Good35
V Good59
Excellent47
Total 146
Q11. Nurse seen: yes 144 no 45
Garlinge (December 2012)
score96.5%
Q12b. Quality of care provided by nurse
V poor 1
fair 3
good 29
V good 60
excellent52
Garlinge (December 2012)
score96.5%
Total 145
Q13. Base population gender: male 85 female 110
Q14. Long standing illness/disability: yes 90 No 84
Employed77
Retired66
Unem6
4 FT Edu
Sickunem
11
caring15
other4
Total 183
Patient commentsVery pleased with surgery and doctor
To be told there is nothing wrong with you
Dr needs to listen to his patients more not fob them off
Flexability if your late for apt . Excellent practice
Drs and Nurses very good . Some reception staff not Helpful
Pleased with surgery
Grateful to receive NHS heath check Dr has always referred myself and family as required quickly
Dr very good to improve midwifery
Evening apt would be helpful
To have longer time seeing doctor
Very happy with service
Very good service
Very prompt referrals against out of hours serviceAlways refer me to appropriate specialist. Delays with hospital apt
Friendly reception staff and fantastic nurse team. Against having a nurse treat me on a Friday so could travel to surgery instead of community nurse
They are all helpful against surgery phone
Maybe open at weekends and later in the evening appointment made longer
Nurse availability on a Friday
Double appointment, longer time
Choice over which doctor to see without being made to feel like your inconveniencing them
Time it takes to get through on the phone
Yes I’m checked regularly
Ability to see doctor at short notice seems to have improved also would be good to be able to book own appointment online
Compared to other surgeries appointments easy to come by.
I am actually "out of area" but love the service so much I have requested to stay with this surgery.
Doctor very friendly, natural. Music too loud in doctor's waiting room. Could be turned down a bit.
Doctor looking at you when you are talking rather than the computer
Excellent reception staff very patient. Long wait for the Nurse
Good practice. Fortunately do not have to use services very often
Handy to have blood pressure machine in waiting room Doctors and Nurses generally very effective . Would prefer to have family planning at my surgery.
my care is very good
satisfied with service
Having 10 min apt as at old surgery had only 5 min
To Listen to what the patient is saying , I feel that they feel like I’m making it up
Good practice with excellent receptionist and good doctors
Very helpful receptionists
This is a very good surgery. Possibly more to keep small children amused whilst waiting
Quickness of being seen ,treated and referred
Excellent practice Ability to see G.P. sooner
I would just like to add that on all ocassions that I have seen my doctor she has always been very thorough and I am very pleased with her as a doctor.
Good in General. Repeat prescriptions.
Piped music too loud in Doctors waiting room! No music would be better!
New surgery
I have only just joined surgery and only seen a nurse. So far I am very happy. Its quite confusing where to go as I assumed its all in one building.
Appointment booking quicker
Generally a good service, no problems, would recommend
A proper doctors building rather than portacabins. Being told all the doctors names and who will see before an appointment.
Early morning appointments from say 8.30
My doctor cares, Nothing to improve
Doctor understands I know more about children than him as I have 10 which helps a lot
Nice doctors, but some reception staff can be rude and had to go to A&E for appointment as an emergency because no available appointments. Better building and more toilets. Better phone system as have to come down the surgery for appointment at 8am. Would love to be able to do an online booking for an appointment like some other practices I know as you dont always get an appointment.
Like all the staff, feel free to ask questions. Would like more doctors.
Improve Appointment Times
Nothing to improve
A Saturday service or a drop in doctor. In general the surgery runs a pretty good service.
I find the doctors to be very knowledgeable and I trust their decisions regarding my care. I work 9-5 (or later!) every weekday so ability to see doctor in evenings (eg until 6.30pm) would be beneficial.
I was very impressed, I was given an appt within an hour of phoning this morning. Thank you
its all very good
fully satisfied
all ok
Very satisfied with my care
im satisfied
The Practice’s most improved performing areas in 2012 as compared to Ipsos/MORI 2011
patient surveyPhoning through to doctor for advice
GarlingeScore 2012: 33%
Garlinge/IpsosMORIScore 2011: 18%
National Average 2011: 26%
How doctor involves the patient
GarlingeScore 2012: 85%
Base 186
Base 186
Base 197 Base 1755946
Base 212
48hr booking GarlingeScore 2012: 79%
Garlinge/IpsosMORIScore 2011: 78%
National Average 2011: 79%
Base 120Base 186 Base 1075792
Garlinge/IpsosMORIScore 2011: 64%
National Average 2011: 72%Base 1865207
My doctor was good at listening to me
GarlingeScore 2012: 91%
Base 183 Base 221
Garlinge/IpsosMORIScore 2011: 82%
National Average 2011: 88%Base 1913032
Opening hours GarlingeScore 2012: 98.5%
Garlinge/IpsosMORIScore 2011: 84%
National Average 2011: 80%
Seeing usual doctor continuity of care
GarlingeScore 2012: 98%
Base 196
Base 186
Base 218 Base 1928449
Base 140
The Practices highest/lowest performing areas compared to IpsosMORI patient survey Mar 2011
Garlinge/IpsosMORIScore 2011: 91%
National Average 2011: 73%Base 1186861
Seeing GP on the same day if urgent
GarlingeScore 2012: 73%Base 186
Garlinge 2008Score : 61.5%
Availability of a particular doctor
GarlingeScore 2012: 85%Base 191
Garlinge/Ipsos MORIScore : 91%
Base 104
Action plan
1. Decrease advance bookable appointments by 10% to make more GP appointments available on the day.
2. Use of new surgery website for communication with the surgery to decrease load on phone lines
3. Reorganise reception area for improved access to reception staff for better confidentiality.