Survey results and agreement on key findings



Survey results and agreement on key findings | |

|Whole Practice | |GPAQ |SURVEY | | | | |

|January 2013 | |Trent |site | | | |

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|However, some patients ticked more than 1 answer to a question so the totals and percentage figures reflect this fact | | |

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|o1 Very helpful |178 |56% | | | | |

|o2 Fairly helpful |137 |43% | | | | |

|o3 Not very helpful |2 |1% | | | | |

|o4 Not at all helpful |0 |0% | | | | |

|o5 Don’t know |1 |0% | | | | |

|o6 Left blank |0 |0% | | | | |

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|o1 Very easy |71 |22% | | | | |

|o2 Fairly easy |127 |40% | | | | |

|o3 Not very easy |73 |23% | | | | |

|o4 Not at all easy |27 |8% | | | | |

|o5 Don’t know |5 |2% | | | | |

|o6 Haven’t tried |15 |5% | | | | |

|o7 Left blank |0 |0% | | | | |

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|Q3 How easy is it to speak to a doctor or nurse on the phone at your GP practice? | |

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|o1 Very easy |37 |12% | | | | |

|o2 Fairly easy |83 |26% | | | | |

|o3 Not very easy |28 |9% | | | | |

|o4 Not at all easy |5 |2% | | | | |

|o5 Don’t know |22 |7% | | | | |

|o6 Haven’t tried |143 |44% | | | | |

|o7 Left blank |0 |0% | | | | |

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|o1 Yes |155 |48% | | | | |

|o2 No |47 |15% | | | | |

|o3 Don’t know / never needed to |117 |37% | | | | |

|o4 Left blank |0 |0% | | | | |

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|o1 Very easy |33 |10% | | | | |

|o2 Fairly easy |109 |35% | | | | |

|o3 Not very easy |79 |25% | | | | |

|o4 Not at all easy |33 |10% | | | | |

|o5 Don’t know |15 |5% | | | | |

|o6 Haven’t tried |49 |15% | | | | |

|o7 Left blank |0 |0% | | | | |

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|o1 In person |51 |15% | | | | |

|o2 By phone |290 |85% | | | | |

|o3 Online |0 |0% | | | | |

|o4 Doesn’t apply |1 |0% | | | | |

|o5 Left blank |0 |0% | | | | |

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|Q8 Which of the following methods would you prefer to use to book appointments at your practice? (please X all boxes that apply) | |

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|o1 In person |84 |18% | | | | |

|o2 By phone |257 |55% | | | | |

|o3 Online |124 |27% | | | | |

|o4 Doesn’t apply |2 |0% | | | | |

|o5 Left blank |0 |0% | | | | |

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|Thinking of times when you want to see a particular doctor: | | | | | | | |

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|Q9 How quickly do you usually get seen? | | | | | |

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|o1 Same day or next day |135 |43% | | | | |

|o2 2-4 days |49 |15% | | | | |

|o3 5 days or more |18 |6% | | | | |

|o4 I don’t usually need to be seen quickly |10 |3% | | | | |

|o5 Don’t know, never tried |103 |32% | | | | |

|o6 Left blank |3 |1% | | | | |

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|o1 Excellent |42 |13% | | | | |

|o2 Very good |84 |26% | | | | |

|o3 Good |54 |17% | | | | |

|o4 Fair |24 |8% | | | | |

|o5 Poor |8 |3% | | | | |

|o6 Very poor |0 |0% | | | | |

|o7 Does not apply |100 |31% | | | | |

|o8 Left blank |6 |2% | | | | |

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|Q11 How quickly do you usually get seen? | | | | | |

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|o1 Same day or next day |229 |71% | | | | |

|o2 2-4 days |41 |13% | | | | |

|o3 5 days or more |8 |3% | | | | |

|o4 I don’t usually need to be seen quickly |13 |4% | | | | |

|o5 Don’t know, never tried |24 |8% | | | | |

|o6 Left blank |3 |1% | | | | |

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|Q12 How do you rate this? | | | | | | |

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|o1 Excellent |78 |25% | | | | |

|o2 Very good |117 |36% | | | | |

|o3 Good |63 |20% | | | | |

|o4 Fair |19 |6% | | | | |

|o5 Poor |5 |2% | | | | |

|o6 Very poor |0 |0% | | | | |

|o7 Does not apply |33 |10% | | | | |

|o8 Left blank |3 |1% | | | | |

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|Thinking of your most recent consultation with a doctor or nurse | | | | | | | |

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|Q13 How long did you wait for your consultation to start? | | | | |

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|o1 Less than 5 minutes |88 |28% | | | | |

|o2 5 – 10 minutes |140 |43% | | | | |

|o3 11 – 20 minutes |54 |17% | | | | |

|o4 21 – 30 minutes |9 |3% | | | | |

|o5 More than 30 minutes |1 |0% | | | | |

|o6 There was no set time for my consultation |6 |2% | | | | |

|o7 Left blank |18 |6% | | | | |

|N/A |2 |1% | | | | |

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|o1 Excellent |70 |22% | | | | |

|o2 Very good |81 |25% | | | | |

|o3 Good |79 |25% | | | | |

|o4 Fair |47 |15% | | | | |

|o5 Poor |12 |4% | | | | |

|o6 Very poor |4 |1% | | | | |

|o7 Does not apply |7 |2% | | | | |

|o8 Left blank |18 |6% | | | | |

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|About opening times | | | | | | |

|Q15 Is your GP practice currently open at times that are convenient to you? | | |

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|o1 Yes |277 |88% | | | | |

|o2 No |20 |6% | | | | |

|o3 Don’t know |17 |5% | | | | |

|o4 Left blank |4 |1% | | | | |

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|Only patients who tick No to Q15 were asked to complete Q16 however, some | | |

|patients who ticked Yes to Q15 also answered this question | | | | | | | | |

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|or speak to someone? (Please X all boxes that apply) | | | | |

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|o1 Before 8am |6 |4% | | | | |

|o2 At lunchtime |18 |11% | | | | |

|o3 After 6.30pm |40 |24% | | | | |

|o4 On a Saturday |59 |34% | | | | |

|o5 On a Sunday |33 |20% | | | | |

|o6 None of these |9 |5% | | | | |

|o7 Left blank |4 |2% | | | | |

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|Q17 Is there a particular GP you usually prefer to see or speak to? | | | |

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|o1 Yes |49 |15% | | | | |

|o2 No |262 |83% | | | | |

|o3 There is usually only one doctor |0 |0% | | | | |

|o4 Left blank |7 |2% | | | | |

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|Only patients who tick Yes to Q17 were asked to complete Q18 however, some | | | | | | |

|patients who ticked No to Q17 also answered this question | | | | | | | | |

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|Q18 How often do you see or speak to the GP you prefer? | | | | |

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|o1 Always or almost always |16 |17% | | | | |

|o2 A lot of the time |14 |15% | | | | |

|o3 Some of the time |15 |16% | | | | |

|o4 Never or almost never |15 |16% | | | | |

|o5 Not tried at this GP practice |25 |28% | | | | |

|o6 Left blank |7 |8% | | | | |

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|How good was the last GP you saw at each of the following? | | | | | | | |

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|Q19 Giving you enough time | | | | | | |

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|o1 Very good |92 |29% | | | | |

|o2 Good |131 |41% | | | | |

|o3 Fair |31 |10% | | | | |

|o4 Poor |2 |1% | | | | |

|o5 Very poor |3 |1% | | | | |

|o6 Does not apply |10 |3% | | | | |

|o7 Left blank |49 |15% | | | | |

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|Q20 Listening to you | | | | | | |

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|o1 Very good |114 |36% | | | | |

|o2 Good |115 |36% | | | | |

|o3 Fair |24 |8% | | | | |

|o4 Poor |4 |1% | | | | |

|o5 Very poor |1 |0% | | | | |

|o6 Does not apply |9 |3% | | | | |

|o7 Left blank |51 |16% | | | | |

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|Q21 Explaining tests and treatments | | | | | | |

|o1 Very good |88 |28% | | | | |

|o2 Good |111 |35% | | | | |

|o3 Fair |36 |11% | | | | |

|o4 Poor |7 |2% | | | | |

|o5 Very poor |0 |0% | | | | |

|o6 Does not apply |25 |8% | | | | |

|o7 Left blank |51 |16% | | | | |

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|o1 Very good |90 |28% | | | | |

|o2 Good |103 |33% | | | | |

|o3 Fair |44 |14% | | | | |

|o4 Poor |3 |1% | | | | |

|o5 Very poor |1 |0% | | | | |

|o6 Does not apply |26 |8% | | | | |

|o7 Left blank |51 |16% | | | | |

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|o1 Very good |119 |37% | | | | |

|o2 Good |103 |32% | | | | |

|o3 Fair |25 |8% | | | | |

|o4 Poor |6 |2% | | | | |

|o5 Very poor |3 |1% | | | | |

|o6 Does not apply |9 |3% | | | | |

|o7 Left blank |53 |17% | | | | |

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|Q24 Did you have confidence and trust in the GP you saw or spoke to? | | |

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|o1 Yes, definitely |180 |56% | | | | |

|o2 Yes, to some extent |69 |22% | | | | |

|o3 No, not at all |4 |1% | | | | |

|o4 Don’t know / can’t say |12 |4% | | | | |

|o5 Left blank |53 |17% | | | | |

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|If you know the name of the GP you last saw, please write it here: | | | | | | | |

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|o1 Very good |92 |29% | | | | |

|o2 Good |81 |25% | | | | |

|o3 Fair |10 |3% | | | | |

|o4 Poor |4 |1% | | | | |

|o5 Very poor |1 |0% | | | | |

|o6 Does not apply |32 |10% | | | | |

|o7 Left blank |98 |32% | | | | |

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|o1 Very good |97 |30% | | | | |

|o2 Good |75 |24% | | | | |

|o3 Fair |9 |3% | | | | |

|o4 Poor |5 |2% | | | | |

|o5 Very poor |1 |0% | | | | |

|o6 Does not apply |31 |10% | | | | |

|o7 Left blank |100 |31% | | | | |

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|o1 Very good |89 |28% | | | | |

|o2 Good |71 |22% | | | | |

|o3 Fair |18 |6% | | | | |

|o4 Poor |1 |0% | | | | |

|o5 Very poor |1 |0% | | | | |

|o6 Does not apply |35 |11% | | | | |

|o7 Left blank |103 |33% | | | | |

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|Q28 Involving you in decisions about your care | | | | | |

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|o1 Very good |86 |27% | | | | |

|o2 Good |65 |20% | | | | |

|o3 Fair |22 |7% | | | | |

|o4 Poor |5 |2% | | | | |

|o5 Very poor |0 |0% | | | | |

|o6 Does not apply |36 |11% | | | | |

|o7 Left blank |104 |33% | | | | |

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|Q29 Treating you with care and concern | | | | | |

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|o1 Very good |96 |30% | | | | |

|o2 Good |66 |21% | | | | |

|o3 Fair |13 |4% | | | | |

|o4 Poor |4 |1% | | | | |

|o5 Very poor |2 |1% | | | | |

|o6 Does not apply |32 |10% | | | | |

|o7 Left blank |105 |33% | | | | |

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|o1 Yes, definitely |128 |41% | | | | |

|o2 Yes, to some extent |42 |13% | | | | |

|o3 No, not at all |7 |2% | | | | |

|o4 Don’t know / can’t say |33 |10% | | | | |

|o5 Left blank |108 |34% | | | | |

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|does the practice help you to: | | | | | | |

|Q31 Understand your health problems? | | | | | | |

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|o1 Very well |191 |60% | | | | |

|o2 Unsure |69 |22% | | | | |

|o3 Not very well |11 |3% | | | | |

|o4 Does not apply |25 |8% | | | | |

|o5 Left blank |22 |7% | | | | |

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|o1 Very well |186 |59% | | | | |

|o2 Unsure |74 |23% | | | | |

|o3 Not very well |9 |3% | | | | |

|o4 Does not apply |29 |9% | | | | |

|o5 Left blank |20 |6% | | | | |

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|Q33 Keep yourself healthy | | | | | | |

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|o1 Very well |156 |49% | | | | |

|o2 Unsure |88 |28% | | | | |

|o3 Not very well |7 |2% | | | | |

|o4 Does not apply |45 |14% | | | | |

|o5 Left blank |22 |7% | | | | |

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|Q34 Overall, how would you describe your experience of your GP surgery? | | | | | | |

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|o1 Excellent |62 |19% | | | | |

|o2 Very good |134 |43% | | | | |

|o3 Good |74 |23% | | | | |

|o4 Fair |21 |7% | | | | |

|o5 Poor |1 |0% | | | | |

|o6 Very poor |2 |1% | | | | |

|o7 Left blank |23 |7% | | | | |

|N/A |1 |0% | | | | |

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|local area? | | | | | | |

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|o1 Yes, definitely |115 |36% | | | | |

|o2 Yes, probably |144 |46% | | | | |

|o3 No, probably not |19 |6% | | | | |

|o4 No, definitely not |0 |0% | | | | |

|o5 Don’t know |16 |5% | | | | |

|o6 Left blank |23 |7% | | | | |

|N/A |1 |0% | | | | |

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|Q36 Are you ? | | | | | | |

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|o1 Male |68 |21% | | | | |

|o2 Female |237 |75% | | | | |

|o3 Left blank |13 |4 | | | | |

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|Q37 How old are you? | | | | | | |

|o1 Under 16 |0 |0% | | | | |

|o2 16 to 44 |305 |96% | | | | |

|o3 45 to 64 |0 |0% | | | | |

|o4 65 to 74 |0 |0% | | | | |

|o5 75 or over |0 |0% | | | | |

|o6 Left blank |13 |4% | | | | |

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|o1 Yes |70 |22% | | | | |

|o2 No |207 |66% | | | | |

|o3 Don’t know / can’t say |27 |8% | | | | |

|o4 Left blank |14 |4% | | | | |

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|o1 White |239 |75% | | | | |

|o2 Black or Black British |27 |8% | | | | |

|o3 Asian or Asian British |19 |6% | | | | |

|o4 Mixed |6 |2% | | | | |

|o5 Chinese |2 |1% | | | | |

|o6 Other ethnic group |7 |2% | | | | |

|o7 Left blank |18 |6% | | | | |

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|Q40 Which of the following best describes you? | | | | | | | | | |

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|o1 Employed (full or part time,including self-employed) |19 |6% | | | | |

|o2 Unemployed / looking for work |2 |1% | | | | |

|o3 At school or in full time education |279 |87% | | | | |

|o4 Unable to work due to long term sickness |0 |0% | | | | |

|o5 Looking after your home/family |0 |0% | | | | |

|o6 Retired from paid work |0 |0% | | | | |

|o7 Other |3 |1% | | | | |

|o8 Left blank |15 |5% | | | | |

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|Very good |35 |11% | | | | |

|Good |36 |11% | | | | |

|Fair |3 |1% | | | | |

|Poor |2 |1% | | | | |

|Very Poor |0 |0% | | | | |

|Does not apply |106 |33% | | | | |

|Left blank |136 |43% | | | | |

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| about that, it will be good for the Practice. Beside that I think I am happy with the Practice. Also I think the number of questions on this questionnaire |

| is too much. | | | |

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| are always busy. |

| should go because people should be able to book at any time & be given an appointment if possible. | | | | |

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| their place to do so. | | | | | | | | | |

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| & sometimes nurses are very dismissive (that was in 2nd year, they do seem nicer now) but I have only been once this year so maybe just lucky. |

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|Survey is far too long! | | | | |

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|Q.8 | | | | |

|Which of the following methods would you prefer to use to |Practice to investigate providing an online |Jill Feltham/Karen Murch |September 2013 | |

|book appointments at your Practice? |booking system for registered patients to use. | | | |

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|55% reported that their preferred method was by telephone.| | | | |

|27% reported that their preferred method was online and 18| | | | |

|% in person. | | | | |

|Q5. | | | | |

|How important is it to you to be able to book appointments|Practice to display recent figures of DNA (did | | | |

|ahead of time? |not attend) rates compared to rates prior to the |Sally Smith/Jill Feltham |September 2013 | |

| |current appointment system in order for patients | | | |

|86% reported that it is important and 14% that is was not |to understand why the majority of appointments | | | |

|important. |are not book ahead. | | | |

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| |Reception staff to explain the appointment | | | |

|Q.6 |booking system. | | | |

|How easy is it to book ahead? | | |September 2013 | |

|10% replied very easy, 35% fairly easy, 25% not very easy |Display to be put up in waiting room describing |All reception staff | | |

|and 10% not at all easy. |how to book appointments. | |September 2013 | |

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| | |Jill Feltham | | |

|Q33. | | | | |

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|Thinking about the care you get from your doctors and |The Practice will promote regular health |Nicola Thring |September 2013 | |

|nurses overall how well does the Practice help you to keep|promotion campaigns by providing leaflets and | | | |

|yourself healthy? |displays in waiting areas. | | | |

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|49% replied that the Practice helped them to keep healthy | | | | |

|very well. | | | | |

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|28% replied that they were unsure and 2% replied not very | | | | |

|well. | | | | |

|Publicising actions taken and achievements |

The report has been sent electronically to all the members of the focus group. We have also posted the results of the survey on the practice website radfordmedicalpractice.co.uk.

Results of the Survey will also be publicised in the next Practice newsletter and a poster explaining what we plan to achieve has been placed in the waiting area.

Achievements 2011/12

Actions completed from the 2011/12 survey are as follows:

Telephone consultations service has been advertised in the Practice newsletter and on the website.

Reception staff have been reminded to inform patients about the option to have a telephone consultation with a doctor.

The system for accessing urgent appointments has been advertised in the newsletter and website and has included information on 111 service, walk-in centre and NEMS out of hours.

Reception staff have been reminded to offer patients book ahead appointments and a display explaining how the current appointment system works has been placed in the waiting room. The percentage of patients stating that it is not easy at all to book ahead has dropped from 18% in 2011/12 to 10% in 2012/13.

Posters were created so we were able to answer some of the questions that had been asked on the survey. These posters were displayed on the main information board in the waiting room for the patients to read.

Opening times

The reception desk is open :

Term times: Out of term times:

Monday 8.30am - 6.45pm 8.30am – 4.45pm

Tuesday 8.30am – 6.45pm 8.30am – 4.45pm

Wednesday 8.30am – 6.45pm 8.30am – 4.45pm

Thursday 8.30am – 1.00pm 8.30am – 1.00pm

Friday 8.30am – 6.45pm 8.30am – 4.45pm

Patients can contact the surgery via the telephone :

Term times: Out of term times:

Monday 8.00am - 6.30pm 8.00am – 4.45pm

Tuesday 8.00am – 6.30pm 8.00am – 4.45pm

Wednesday 8.00am – 6.30pm 8.00am – 4.45pm

Thursday 8.00am – 12.30pm 8.00am – 12.30pm

Friday 8.00am – 6.30pm 8.00am – 4.45pm

During these core hours, patients can book appointments with various clinical staff including GP’s, Nurses and our HCA. The GP’s and Nurse’s are also happy to speak to patients over the telephone if patients prefer a telephone consultation.

When the Student Health Centre is closed patients can assess medical treatment or advice from our surgery at Radford Health Centre.

When both surgeries are closed, we advise patient of other services they can access such NEMS out of hours service, Walk in Centre and 111 service.

Patients can order prescriptions via our website 24 hours per day, 7 days per week.

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