Patient Survey Results2012

Nicki Mott

Patient Survey 2012

• Patient Survey conducted by IPOS Mori by posting questionnaires to random patients in the practice. Numerous questions regarding various aspects of patient care.

• Questionnaire sent to 297 patients• Completed by 127 patients (43%)• National average completed was 38%

Patient Information

Patient Demographics • 49% Male, 51% Female• 48% had long standing illness (53% national average)• 91% White, 5% Asian, 2% Other, 1% White –Irish, 1%

Other White

Age of Patients• 8% aged 18 – 24 (national average 10%)• 24% aged 25 – 34 (national average 17%)• 17% aged 35 – 44 (national average 18%)• 23% aged 45 – 54 (national average 18%)• 18% aged 55 – 64 (national average 15%)• 10% aged over 65 (national average 21%)

Patient Information

Employment status• 56% Full time paid work (44% national average)• 17% Part time paid work (14% national average)• 10% Fully retired (21% national average)• 6% Looking after home (6% national average)• 4% Permanently sick (5% national average)• 2% Unemployed (6% national average)

• National average – Lawley has more patients in work and less retired patients

Patient Information

• Last seen or spoke to a GP58% had consulted in past 3 months (54%)19% had consulted 3- 6 months ago (18%)10% had consulted 6 – 12 months ago (14%)10% more than 12 months ago (13%)3% had never seen a GP (1%)

• National average shown in brackets. Patients consult GPs slightly more at Lawley.

Patient Information

• Last seen or spoke to a Nurse43% had consulted in past 3 months (35%)16% had consulted 3- 6 months ago (17%)15% had consulted 6 – 12 months ago (16%)13% more than 12 months ago (24%)13% had never seen a Nurse (8%)

• National average shown in brackets. Patients consult nurses slightly more at Lawley.

Results

Opening hoursOpening hours would like Preferred way of booking appointmentsTelephoning through to the practiceWaiting times in surgeryReceptionGP appointmentsNurse appointmentsOverall

Results - AccessSatisfaction with opening hours43% Very satisfied (40%)39% Fairly satisfied (41%)6% Neither satisfied or not (8%)6% Fairly dissatisfied (5%)1% Very dissatisfied (2%)6% Not sure when GP surgery open (4%)

Convenience of hours that we are open75% said Yes (78%)16% said No (16%)9% said Don’t know (7%)

Results - AccessAdditional opening times that would make it easier

Only 24 patients responded (so small numbers)

6 (24%) said before 8am (33%)0 (0%) said at lunchtime (13%)22 (90%) said after 6.30pm (69%)17 (72%) said on a Saturday (71%)7 (28%) said on a Sunday (32%)1 (5%) said none of these ((4%)

Results - AccessWaiting time in surgery12% Wait less than 5 minutes (10%)62% wait 5 – 15 minutes (58%)20% wait more than 15 minutes (24%)6% can’t remember (4%)

Impressions of waiting times60% Don’t normally have to wait too long (61%)27% Have to wait a bit too long (24%)9% Have to wait far too long (8%)5% No opinion (7%)

Results - AccessEase of getting through on the phone57% Very easy (31%)40% Fairly easy (47%) = Total easy 97% (78%)1% Not very easy (13%)0% Not at all easy (5%)2% Have not tried (4%)

How normally book appointments20% In person (30%)98% By phone (90%)0% On line (3%)2% Does not apply (1%)

Results - AccessPreferred method of booking appointments27% In person (31%)89% By phone (81%)33% On line (29%)6% No preference (4%)

Overall experience of making at appointment55% Very good (38%)34% Fairly good (42%)11% Neither good nor poor (12%)0% Fairly poor (6%) 0% Very poor (3%)

Results - ReceptionHelpfulness of receptionists43% Very helpful (48%)48% Fairly helpful (41%)5% Not very helpful (7%)1% Not at all helpful (2%)

Overhead in reception52% Yes but don’t mind (58%)33% Yes, and not happy about it (25%)4% No, other patients cannot overhear (8%)11% Don’t know (9%)

Results – GP appointmentGP giving you enough time58% Very good (49%)31% Good (37%)5% Neither good nor poor (9%)1% Poor (2%)0% Very poor (1%)

GP listening to you56% Very good (52%)36% Good (36%)3% Neither good nor poor (7%)1% Poor (2%)0% Very poor (1%)

Results – Nurse appointment

Nurse giving you enough time53% Very good (48%)30% Good (33%)1% Neither good nor poor (5%)1% Poor (1%)16% Does not apply (12%)

Nurse listening to you50% Very good (47%)31% Good (33%)3% Neither good nor poor (6%)1% Poor (1%)15% Does not apply (13%)

Overall experience

Overall experience• 55% Very good (46%)• 39% Fairly good (42%)• 6% Neither good nor poor (8%)• 0% Fairly poor (3%)• 0% Very poor (1%)

Overall experience

Recommendation of surgery • 69% Yes would definitely recommend (51%)• 25% Yes would probably recommend (30%)• 0% Not sure (10%)• 2% No, would probably not recommend (4%)• 0% No, would definitely not recommend (2%)• 4% Don’t know (2%)

Conclusion

• Practice has patients who are on average younger, more are in employment, and consult more than other practices.

• Practice results shows high satisfaction scores from many of our patients and is above the national average.

• GREAT RESULTS, WELL DONE TO EVERYONE

• Lets all keep working towards the continuation of offering an excellent service to our patients