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Patient Voices ProgrammePatient Voices ProgrammeSurvey Results for:Survey Results for:
Merstow Green Medical Practice
Combined Results
IntroductionIntroduction
The following slides show the results of the Patient Voices Programme audit that your practice has recently completed
The results shown are the mean figuresTo view the frequency breakdown of the
results, please see the written report provided with this slide set
Evaluation of questions 2–5b compared Evaluation of questions 2–5b compared with the GPAQ benchmarkswith the GPAQ benchmarks
81
6259
70
77
67
60
69
0
20
40
60
80
100
Q2. Satisfaction withreceptionists
Q3a. Satisfaction withopening hours
Q4b. Satisfaction withavailability of particular
doctor
Q5b. Satisfaction withavailability of any doctor
Sc
ore
Mean score GPAQ benchmark
Evaluation of questions 7b–9b compared Evaluation of questions 7b–9b compared with the GPAQ benchmarkswith the GPAQ benchmarks
55
47
5661
57 59 61
69
0
20
40
60
80
100
Q7b. Satisfaction withwaiting times at practice
Q8a. Satisfaction withphoning through to practice
Q8b. Satisfaction withphoning through to doctor
for advice
Q9b. Satisfaction withcontinuity of care
Sc
ore
Mean score GPAQ benchmark
Evaluation of questions 10a–10d Evaluation of questions 10a–10d compared with the GPAQ benchmarkscompared with the GPAQ benchmarks
83 85 86 8481
84 8481
0
20
40
60
80
100
Q10a. Satisfaction withdoctor's questioning
Q10b. Satisfaction with howwell doctor listens
Q10c. Satisfaction with howwell doctor puts patient at
ease
Q10d. Satisfaction with howmuch doctor involves
patient
Sc
ore
Mean score GPAQ benchmark
Evaluation of questions 10e–10h Evaluation of questions 10e–10h compared with the GPAQ benchmarkscompared with the GPAQ benchmarks
8581
84 848380
84 84
0
20
40
60
80
100
Q10e. Satisfaction withdoctor's explanations
Q10f. Satisfaction with timedoctor spends
Q10g. Satisfaction withdoctor's patience
Q10h. Satisfaction withdoctor's caring and concern
Sc
ore
Mean score GPAQ benchmark
Evaluation of questions 11a–11c Evaluation of questions 11a–11c compared with the GPAQ benchmarkscompared with the GPAQ benchmarks
6966
60
6966
62
0
20
40
60
80
100
Q11a. Ability to understand problemafter visiting doctor
Q11b. Ability to cope with problemafter visiting doctor
Q11c. Ability to keep healthy aftervisiting doctor
Sc
ore
Mean score GPAQ benchmark
Q3b: What additional hours would you Q3b: What additional hours would you like the practice to be open?like the practice to be open?
Mornings Lunchtime Evenings Weekends None
5% 3%
27%
38%
27%
Q4a and 5a: Q4a and 5a: How quickly can you see a doctor?How quickly can you see a doctor?
145
24 28
1611
30 27
203
36
7 90 2
17
0
20
40
60
80
100
120
140
160
180
200
220
Same day Next workingday
Within 2working days
Within 3working days
Within 4working days
5 or moreworking days
Does not apply
Sc
ore
Particular doctor Any doctor
Q6 and 7a: Can you see a GP on the same day Q6 and 7a: Can you see a GP on the same day if it is urgent? How long do you usually have to if it is urgent? How long do you usually have to
wait at the practice?wait at the practice?Same day urgent
availability of doctorWaiting time
at practice
Yes
No
Don't know/never needed to
5 minutes or less
6–10 minutes
11–20 minutes
21–30 minutes
More than 30 minutes
66%7%
27% 7%
40%41%
10% 2%
Q9a: How often do you get to see Q9a: How often do you get to see your usual doctor?your usual doctor?
Always Almost always A lot of the time
Some of the time Almost never Never
15%
29%
18%
24%
11% 3%
Q11a–c: After seeing the doctor, Q11a–c: After seeing the doctor, do you feel able to:do you feel able to:
Understand your problem or illness
Cope with your problem or illness
Keep yourself healthy
Much more A little more
The same or less Does not apply
34%
30%
17%
19%
43%
29%
15%
13%
44%
32%
12%
12%
DemographicsDemographics
Q13. Sex
Q15. Long-standing illness,Disability or infirmary?
Q14. Age Number of responses
Up to 44 years old 108
45 years old and above 143
Mean 50.0
130 127
0
50
100
150
Yes No
Nu
mb
er o
f re
spo
nse
s
99
170
0
50
100
150
200
Male Female
Nu
mb
er o
f re
spo
nse
s
Q16 and 17: Ethnic group Q16 and 17: Ethnic group and accommodation statusand accommodation status
Accommodation status Number of responses
Owner-occupied/mortgaged 167
Rented or other arrangements 94
White Black or Black British Asian or Asian British
Mixed Chinese Other ethnic group
100%
0%
Q18: Employment statusQ18: Employment status
115
5
13
21 21
82
5
0
20
40
60
80
100
120
Employed(full/part time,
self-employed)
Unemployed School or fulltime education
Long termsickness
Looking afterhome/family
Retired Other
Nu
mb
er
of
res
po
ns
es
The next stepsThe next steps
The results of this survey are a good start to improving your practice
However, you should now discuss your results with your PCT and/or a patient group
Most importantly, you should plan for change!
