dr hoda surgery results, recommendations and … luton dr hoda surgery - 2014 results survey results...

HEALTHWATCH LUTON - 2014 DR HODA SURGERY RESULTS

Survey Results Total number of respondents = 20

Dr Hoda Surgery

53 Leagrave Road, Luton Throughout the months of September to December 2013 Healthwatch Luton conducted a review of GP Services. Listed below are the patient survey results, observations analysis and any recommendations for improving services at Dr Hoda Surgery, 53 Leagrave Road.

Dr Hoda Surgery Results, Recommendations and Response

AGE 18-25 26-40 41-65

FREQUENCY 2 10 8

ETHNICITY PAKISTANI BANGLADESHI AFGHANI AFRICAN

FREQUENCY 13 5 1 1

DISABILITY YES NO

FREQUENCY 1 19

GENDER FEMALE MALE

FREQUENCY 10 10

Q3. Does your surgery send you an appointment reminder text message?

YES NO NOT SURE

2 18 0

HEALTHWATCH LUTON - 2014

CONWAY MEDICAL CENTRE RESULTS

Survey Results Dr Hoda Surgery

Q1. Is it easy to get through to your surgery on the telephone?

YES NO NOT SURE

17 3 0

Q2. Can you book your appointment online?

YES NO NOT SURE

0 12 8

Q2b. Would you use this service if available

YES NO NOT SURE

13 7 0

Q3b. Would it be/is it helpful to you?

YES NO NOT SURE

18 2 0

Q4. Are you happy with your surgery’s opening hours?

YES NO NOT SURE

19 1 0

Q2.

65% of respondents stated that they would use an online appointment booking service if it were available.

90% respondents stated that an appointment reminder text message would be helpful to them.

Q2b.

Q3b.

Q2b.

DR HODA SURGERY RESULTS

85% of respondents stated that it was easy to get through to the surgery on the telephone.

95% of respondents stated that they were happy with the opening hours

Q1. Q4.

Q5c. Are you happy with the waiting room?

YES NO NOT SURE

17 1 2


Q5. Is the building accessible and patient friendly?

YES NO NOT SURE

19 1 0

Q5b. Are you happy with wheelchair access/pram access?

YES NO NOT SURE

2 7 11

Q5d. Is the waiting room child friendly?

YES NO NOT SURE

4 7 9

Q5e. Are you happy with the toilets?

YES NO NOT SURE

12 2 6

Q6. Can you get an appointment for when you need it?

YES NO NOT SURE

10 10 0


Q4.

35% of respondents stated that the waiting room

was not child friendly. The following comments were received: "It definitely needs some toys and books for children" "Kids get very bored in there and it's not pleasant for them" "Get something for children to do. I feel bad for them. You can tell they get restless" Q5d.

35% of respondents were not happy with the

wheelchair/pram access. The following comments were received: "It has a step to get in and a front door like a house. It needs a ramp and automatic doors" "Very hard to get in with a wheelchair" "I've seen so many people struggle to get in. Not just people with wheelchair or prams but the elderly" "I don't know what can be done but something needs to happen"

Q5b.

Q7. Is there enough privacy to talk to reception in confidence?

YES NO NOT SURE

11 9 0

45% of respondents felt that there was not

enough privacy to talk to reception in confidence. Respondents provided the following comments: “How can there be it's so small” “Everyone is listening to me” “It's no good” "I wouldn't want to say anything in front of all these people who would discuss my business with others"

Q9. How long after your appointment time do you normally wait to be seen?

Minutes Less than 5 5 to 15 More than 15

Frequency 1 11 8

Q8. Is it clear for you to know when it is time to see your doctor (system in

reception for alerting you to see your doctor)?

YES NO NOT SURE

18 2 0

40% of respondents stated that they waited for more than 15 minutes after their appointment time to see their GP.

Q9.

50% of respondents stated that they could not

get an appointment for when they needed it. Respondents provided the following comments: "Two weeks mostly" "Takes about a week" "At least 3 or 4 days all the time" "Takes a few days" "What's the point when they say two weeks"

Q6.

Q7.

10% of respondents stated that the system is unclear. Respondents who found it clear did express their dissatisfaction with their address being used to call them for their appointments. The following comments were provided: "Change it to a number system. I don't want people to know where I live. I really hate it" "Not happy that they say my address. It needs to change" "A number system would be better than shouting out my address" "Why do random strangers need to hear my address? It's not on"

Q8.



Q12. Do you think your surgery should have water available in the waiting

room for all patients?

YES NO NOT SURE

19 1 0

Q13. Do you only see a certain doctor in your surgery?

YES NO NOT SURE

3 17 0

Q14. Do you avoid any doctors?

YES NO NOT SURE

1 19 0

Q15. Do you have confidence and trust in your doctor?

YES NO NOT SURE

18 2 0

Q11. Is there the right information/leaflets available at your

surgery of specific interest to you?

YES NO NOT SURE

20 0 0

95% of respondents stated that there should be water available in the waiting room.

Q16. Do you feel your doctor listens to you and considers your opinion?

YES NO NOT SURE

18 2 0

Q10. Are there any language barriers when communicating with staff or

doctors?

YES NO NOT SURE

0 20 0



Q12.

Q17. Do you feel you have enough time with your doctor?

YES NO NOT SURE

17 3 0

Q19. Overall, how do you rate the doctors at your surgery?

Score Very Poor Poor Ok Good Excellent

Frequency 0 0 2 16 2

Q21. Do staff listen to you?

YES NO NOT SURE

19 1 0

Q22. Do staff treat you with respect?

YES NO NOT SURE

19 1 0

Q18. Do you feel you are involved in decisions about your care and

treatment?

YES NO NOT SURE

17 3 0

Q20. Are the staff (reception/practice manager) at your surgery helpful and

understanding?

YES NO NOT SURE

20 0 0

All respondents stated that staff at the surgery are helpful and understanding.



Q20.

Q6.

90% of respondents rated their doctor as either good or excellent.

Q19.

Q23. Overall, how do you rate the staff at your surgery?

Score Very Poor Poor Ok Good Excellent



81% of respondents rated the doctors at the surgery as either good or excellent.

90% of respondents rated the staff at the surgery as either good or excellent.

Q24. Overall, are you happy with the quality of care, treatment and service

you receive at your surgery?

YES NO NOT SURE

20 0 0

All respondents stated that they were happy with the quality of care, treatment and service they receive at their surgery.

Q25. Do you have any suggestions for improving the system/service provided at your surgery?

Survey respondents provided the following areas for improving the service at the

surgery: more privacy at reception, more appointment availability, implementing a number system for callouts instead of the patients' address, ramps and automated

doors for better access, a clock in the waiting room, text message appointment reminders and the ability to book appointments online.

Q5b. Q5b.

Q5e.

Q19.


Q6. Q6.

Q23.

Q14.

Q24.


Q26. Would you recommend your surgery to other people?

YES NO NOT SURE

16 4 0

Q27. How would you score your doctor’s surgery?

Score 1 2 3 4 5

Description Very Poor Poor Ok Good Excellent


80% of respondents would recommend the surgery to others.

Q26.

80% of respondents rated the GP surgery a score of 4 or 5.

Q27.



HEALTH WATCH LUTON - 2014

Observation Results Dr Hoda Surgery

Dr Hoda Surgery – December 2013

53 Leagrave Road

ASSESMENT CRITERIA POSITIVE NEGATIVE ADDITIONAL COMMENTS

Building Condition external Good

Building Condition internal Good

Wheelchair/Pram access? Poor Has step and no automated doors

Condition and location of toilets? Good

Fire exit location and signs Good

Hearing loop system in place? No

Water available in waiting room? No

Clear signs for rooms, opening hours, toilets? Yes

Comments/Complaints Box available? (incl pens/paper) Yes But no pens or comment cards

Confidentiality/Privacy at reception? No

Range of Literature/Leaflets available? Yes

Information available in non English? Is this promoted? No

Patient participation Groups? If yes, Is it advertised No

Are hand sanitisers available? No

Online appointment booking system available? No

Appointment Text message service available? No

Electronic check in at waiting room? No

Translation services? Where is this publicised? Yes Not advertised

Is there a payphone? No Reception can call, not advertised

Tissues available in waiting area? No

Are sicknotes free of charge? Yes

Can patients sign up without going on a waiting list? Yes

Can patients access information on their records? Medication history etc how easy is it? Is there a charge?

Yes

Patient can liaise with the practice manager to view personal records

HEALTH WATCH LUTON - 2014

CASTLE STREET SURGERY RESULTS


93% of respondents would recommend this surgery to other people.

Q13.

Q14.



Summary Dr Hoda Surgery

The results of both the patient survey and observations at Dr Hoda Surgery, 53 Leagrave Road are generally positive. 80% of respondents would recommend the surgery to other people and 100% of respondents were happy with the service they received. 90% of respondents scored both staff and doctors as either "good" or "excellent".

Recommendations based on Patient Survey and Staff Observations

Healthwatch Luton has identified areas where improvements can be made in order to maximise the patient satisfaction levels and enhance the patient experience. The following 20 recommendations are based on the data obtained from the patient experience questionnaire and observations conducted by Healthwatch Luton staff:

1 The availability of a private area/room for patients to discuss their needs privately and in confidence.

45% of respondents felt that there was not enough privacy to talk to reception in confidence.

Dr Hoda Surgery Response: Response:

I have advised my receptionists that they should talk to the patient about private matters in a private room, adjacent to the reception room or upstairs room and the surgery will put a poster in the reception area that they can discuss there private matters in private.

Timescales for Implementation:

BUTE HOUSE MEDICAL CENTRE RESULTS


2 Clear and visible signs in the reception area informing patients of:

a) Their right not to disclose sensitive information in an open environment. b) The availability of a private area for patients who wish to discuss matters with

reception staff in privacy.

Dr Hoda Surgery Response: Response: See response to recommendation 1


3 The availability of water for patients in the waiting room.

95% of respondents stated that they would like to have this measure. Considering 40% of respondents stated that they are waiting for more than 15 minutes to be seen, the availability of water is highly recommended.

Dr Hoda Surgery Response: Response: We provide water on patient demand



Recommendations Dr Hoda Surgery

4 The implementation of a number system instead of the patient address being used to inform them that it is time for their appointment.


Patients expressed their dissatisfaction toward their address being called out in an environment where other people can hear this information.


6 The implementation of an online appointment booking system.

Dr Hoda Surgery Response: Response: The practice will arrange a system for online appointment and repeat request.


5 A clock to be visible in the waiting room.

Dr Hoda Surgery Response: Response: A clock will be put in the waiting room.


We have instructed the receptionist not to call patients by address and to call them by their name.

65% of respondents stated that they would use an online appointment booking system if it were in place.



7 The introduction of an appointment reminder text message.

Dr Hoda Surgery Response: Response: We have already started text message appointment reminder.



8 Clear and visible signs informing patients that reception staff can call a taxi for patients if required.

Dr Hoda Surgery Response: Response: There is arrangements to call a taxi if patient need.


9 Clear and visible signs informing patients that information is available in different languages and formats on request.


Timescales for Implementation: 3 Months


90% of respondents stated they would find an appointment text message reminder helpful.

The practice will arrange this


10 Availability of comment cards and pens.



11 The availability of tissues in the waiting area.

Dr Hoda Surgery Response: Response: We provide tissue paper on demand if patient needs



Having to ask for a comment card or pen removes the opportunity for a patient to put comments forward anonymously, which can then reduce the likelihood of a patient providing comments to the practice.

12 The implementation of a hearing loop system to ensure the surgery meets its obligations under the Equality Act 2010.

Dr Hoda Surgery Response: Response: We will look into this


The surgery has a comment box with paper and pen






14 The availability of hand sanitisers in the waiting room area.

Dr Hoda Surgery Response: Response: We were asked by the previous pct to remove these during the swine flu epidemic. They create a health and safety hazard and hand sanitisers are available in the clinical rooms. Timescales for Implementation:

13 The creation of a Patient Participation Group.

Dr Hoda Surgery Response: Response: The patient participation group has already been created


15 The implementation of a ramp and power assisted/automated doors for ease of access.


35% of respondents were not happy with the wheelchair/pram accessibility of the practice. Improved accessibility via the entrance doors would ensure the surgery meets its obligations under the Equality Act 2010.


Staff to ensure promotional literature about the group is well publicised within the surgery and patients are encouraged to join. This information should be publicised in different languages and in an easy-read format.

The surgery will be arranging a ramp for patients on wheelchair and pram access. For the safety of children and old people automatic door is not advisable.


16 The availability of children's' toys and books in the waiting room as 35% of respondents did not find the waiting room child friendly.

Dr Hoda Surgery Response: Response: Children toys and books can be arranged.

Timescales for Implementation: In action

17 Staff to inform patients of waiting times when 15 minutes or more.

Dr Hoda Surgery Response: Response: Staff should be already doing this.



18 The implementation of an electronic check in system in the waiting area to promote patient confidentiality and to reduce queuing times.

Dr Hoda Surgery Response: Response: According to our patient population – this is not required. Patients prefer to speak to staff directly.


ASHCROFT PRACTICE RESULTS

19 A clear and visible sign in different languages advising patients to inform staff if they need a translator service.

Dr Hoda Surgery Response: Response: We have staff of multi-language that can communicate and there is no problem.


20 A review of the current appointment booking system and opening hours as 50% of respondents could not get an appointment when they needed it.

Dr Hoda Surgery Response: Response: We will conduct a review and explore this further.




Healthwatch Luton would like to take this opportunity to thank all the staff at Dr Hoda Surgery, 53 Leagrave Road for their assistance. We are happy to hold further discussions with your practice regarding the above recommendations and to discuss how Healthwatch Luton can further assist your practice to ensure a high standard of care and patient satisfaction is in place.

Signed by: Shahina Hoda Date: 12th March 2014

dr hoda surgery results, recommendations and … luton dr hoda surgery - 2014 results survey results...

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