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Crofton & Sharlston Medical Practice Questionnaire Results 2012. Presentation of 2012 patient questionnaire results Patient Participation Group Wednesday 8 th February 2012. Crofton & Sharlston Medical Practice Questionnaire Results 2012. Results Suggested Action Plan - PowerPoint PPT Presentation
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Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
Presentation of 2012 patient questionnaire results
Patient Participation Group
Wednesday 8th February 2012
Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
ResultsSuggested Action Plan
Lowest performance scores Quick wins and suggested fix solutions
Summary
Crofton & Sharlston Group Medical Practice - Patient Questionnaire January 2012(1) How easy is it to get through to someone at your GP practice, on the phone?
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Very Easy Fairly Easy Not very easy Not at all easy Don't know / Haven'ttried
Crofton and Sharlston Group Medical Practice - Patient Questionnaire January 2012(2) How easy is it to speak to a doctor or nurse on the phone at your GP practice?
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Very Easy Fairly Easy Not very easy Not at all easy Don't know / Haven't tried
Crofton & Sharlston Group Medical Practice - Patient Questionnaire January 2012(4) How helpful do you fine the receptionists at your GP practice?
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Very helpful Fairly helpful Not very helpful Not at all helpful Don't know
Crofton & Sharlston Group Medical Practice - Patient Questionnaire January 2012Q5. A receptionist may ask you for brief details of why you need to see a clinician, to enable them to direct
you to the correct person ie GP or nurse. Do you feel this is ..
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Completelyacceptable
Fairly acceptable Not reallyacceptable
Not acceptable atall
Not concernedeither w ay
Crofton & Sharlston Group Medical Practice - Patient Questionnaire 2012 Q6. If you need to see a GP urgently, can you normally get seen the same day?
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Very Easy Fairly Easy Not very easy Not at all easy Don't know / Haven't tried
Crofton & Sharlston Group Medical Practice - Patient Questionnaire - 2012Q7. The practice offers a mixture of pre bookable appointments (book in advance) and same day appts
(book on the day). What is your preference?
Book on the day
Pre-bookable
Crofton and Sharlston Group Medical Practice - Patient Questionnaire 2012(8) What would you like to see more of, in each clinical session? Anything else please state below
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More pre bookable appointments Book more than tw o w eeks in advance Being able to book the day before and notjust on the day
Crofton & Sharlston Group Medical Practice - Patient questionnaire 2012 (9) How easy do you think it is to book ahead at the practice?
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Very Easy Fairly Easy Not very easy Not at all easy Don't know / Haven't tried
Crofton & Sharlston Group Medical Practice (11) When waiting for your appointment, the practice use a call system in the waiting room, advising you
when it is your turn and who you are seeing. Do you object to your name flashing on screen?
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350
Yes No Don’t know / Never needed
Crofton and Sharlston Group Medical Practice - Patient questionnaire 2012 (14) Do you agree that certain services should continue to be available at set times only ie phoning for test
results or ordering prescriptions, at quieter times of the day
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Yes No
Crofton & Sharlston Group Medical Practice - Patient questionnaire 2012 Thinking of times you want to see a particular Doctor - (16) How quickly do you usually get seen?
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Same day ornext day
2-4 Days 5 days or more I don't usuallyneed to be seen
quickly
Don't knownever tried
Crofton & Sharlston Group Medical Practice - Patient questionnaire 2012 Thinking of times you are willing to see ANY Doctor (17) How quickly do you usually get seen?
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Same day or next day 2-4 Days 5 days or more I don't usually need to beseen quickly
Don't know never tried
Crofton & Sharlston Group Medical Practice - Patient questionnaire 2012 Thinking of your most recent consultation with a Doctor or Nurse (18) How long did you wait for your
consultation to start?
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200
Less than 5 minutes 5 - 10 minutes 11 - 20 minutes 21 - 30 minutes More than 30 minutes
Crofton & Sharlston Group Medical Practice - Patient Questionnaire 2012How good was the last GP you saw, at each of the following
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(19) Giving you enoughtime
(20) Listening to you (21) Explaining testsand treatments
(22) Involving you indecisions about your
care
(23) Treating you w ithcare and concern
Very good
Good
Fair
Crofton & Sharlston Group Medical Practice - Patient questionnaire 2012How good was the last NURSE you saw, at each of the following :-
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(25) Giving you enoughtime
(26) Listening to you (27) Explaining testresults
(28) involving you indecisions about your
care
(29) Treating you w ithcare and concern
Very good
Good
Fair
Crofton & Sharlston Group Medical Practice - Patient questionnaire 2012 (31) The practice employs two nurses qualified in seeing minor ailments, who are also prescribers. Are
you aware of this?
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100
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250
Yes No
(32) If you answ ered YES to Q31, have you seen one of the nurse practitioners for any reason, and w ere you
satisf ied w ith your consultation?
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140
Yes No
Crofton & Sharlston Group Medical Practice - Patient questionnaire 2012
0
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Yes,defintely
Yes, tosomeextent
No, not atall
Don'tknow /
can't tell
Excellent Very good Good
(33) Overall, how would you describeyour experience of your surgery?
(34) Would you recommend your GPsurgery to someone who has just movedinto the local area?
Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
Suggested Action Plan
Top 3 lowest performance scores Quick wins and possible fixes to comments
Lowest performance scores …..(1)Ease of speaking to a GP or nurse on phone?
You said …….
Whilst 46% of peopleanswered this question saying they hadn’t needed to do this – 72% of the patients that had tried, said they found it not very easy or not easy at all
We suggest …..
Clinicians to add allocated slots to morning surgery slots, which can be used to phone patients back to discuss queries or concerns
Lowest performance scores …..(2)What would you like to see more of in each clinical
session?
You said …….
50% said being able to book the day before and not just on the day
24% said being able to book more than 2 weeks in advance
26% said more pre bookables
We suggest …..From 01.04.2012
Staff to be given authority to book appts for cases where need to book day before - ie workers who need to inform employers for time
Appts to be added to system for one month in advance (which we will trial to ensure DNA rate does not increase dramatically)
We had increased the number of pre bookable just prior to this questionnaire and the effect probably hadn’t kicked in – will observe this for now and see how it goes
Lowest performance scores …..(3)Specific times to phone for certain things?
You said …….
84% of people said yes 16% of people said no
We suggest …..
Need to focus on 8.00am to 10.00am
This will have a knock on effect when people phone for this kind of thingearly in a morning which volume of calls. Reception to be stricter on this but to be aware we may receive complaints – so need to explain why prior to doing this(ie posters / info screens etc)
Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
Quick wins and suggested fixes See handouts and comments welcome
Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
…… and comments on a lighter note
Nothing to improve – cant improve on excellence I was last seen, by the breathing nurse …… Doctors are excellent – when you can get in to see them I have never had such a fantastic Doctor …. Receptionists (most) are fantastic and helpful, but one or
two could smile a little more Wouldn’t change a thing (well, nothing major anyway!) Thank you reception, for going the extra mile for me
Crofton & Sharlston Medical PracticeQuestionnaire Results 2012
Summary Produce an action plan based on results and
practice / PPG comments Share the information with GPs, staff and
patients Copy of action plan to PCT Copy of action plan to go on website
www.croftonandsharlston.co.uk Implement the action plan
