patient survey 2013/14 appointment & gp access. 2 part survey carried out between december 13...
TRANSCRIPT
Patient Survey 2013/14
Appointment & GP Access
• 2 part survey carried out between December 13 & January 14
•Much Wenlock & Cressage Patients Voice’ agreed survey topic and approved questions
•Survey available at each surgery and via the Practice website
•Survey advertised in the practice via posters and staff, in local parish magazines and via the Practice Website.
•158 responses received (24 via Practice website)
SECTION ONE: ACCESSING THE APPOINTMENT SYSTEM
Q1 : How did you contact the surgery to make your appointment?
77.85%
17.09%3.16% 1.90%
Phone
In Person
Internet Booking
Someone Else
158 respondents answered this question
Q2: If making the appointment by phone how easy was it for you get through to the Practice:
54.55%
27.27%
17.42%0.76%
One CallSeveral CallsMore than Several AttemptsUnable to get through
Easy of getting through to the practice by phone
132 respondents answered this question
72.67%
21.33%
4.00% 2.00%
Very HelpfulHelpfulUnhelpfulVery Unhelpful
Q3: How did you find the staff who dealt with your call or enquiry?
150 respondents answered this question
Q4: Did you feel you were treated as an individual and listened to?
150 respondents answered this question
92%
8%
YesNo
Questions 5 & 6 related to patients awareness of services/groups
Internet appt booking Responses
Internet prescription requests 71
Nurse Triage Service 74
GP telephone consultations 75
Practice website 96
None of above 52
MW& C Patients’ Voice 43
Community Care Co-ordinator 10
Practice Support Group 44
Q7: asked patients how they access information about the Practice and its services
Means of accessing information Responses
Practice Leaflet 54
Practice Website 44
Posters in practice 55
Practice staff 35
Articles in local newsletters 54
Patients’ Voice 4
Word of Mouth 35
Other 4
SECTION TWO: GP ACCESS AND SERVICES
Q8: when contacting the Practice did you require an appointment to be seen that day by a GP?
59.70%
40.30%
YesNo
134 respondents answered
Q9: If you required an appointment that day did you receive one?
71.25%
32.50%
YesNo
Of the 80 respondents who requested a same day appointment, 71.25% received an appointment that day.
Of the patients who weren’t able to obtain a same day appointment, 84.62% were offered a phone call from the Duty GP; 15.38% were offered a the nurse triage service.
78.31%
21.69%
Yes no
Q11: If you requested an appointment for a future date, were you able to see a doctor within a suitable time period?
83 responses received. Of the 18 patients who felt the time period was unsuitable the longest wait for an appointment specified was 4 weeks
59.52%
40.48%
yesno
Q12: Did you request to see a GP of your choice?
126 responses received
84.00%
16.00%
YesNo
Q13: If you requested a specific GP were you offered an appointment with that GP?
Q14: If No to the choice of your requested GP were you given an alternative option that was acceptable to you?
12 patients indicated that they weren’t offered an appointment to see their GP of choice in Q13, however 31 responses were received in to Q14, of which 74.19% found the alternative offered acceptable to them.
59.52%
35.71%
3.97% 0.79%
Very satisfiedSatisfiedDissatisfiedVery Dissatisfied
Q15 : How satisfied were you with the treatment/advice you received at your appointment?
126 responses received
Q16: Did you feel you were treated as an individual and listened to?
95.16%
4.84%
YesNo
124 responses received
Minor Ailments Surgery March 11
Current Appointment Review 2013/14
Very Satisfied 57.90% 59.52%
Satisfied 37.90% 35.71%
Dissatisfied 2.90% 3.97%
Very Dissatisfied 1.40% 0.79%
Comparison of satisfaction with treatment results with Minor Ailments Survey carried out in March 2011
140 responses received for the Minor Ailments survey126 responses received for the current appointment survey
Q17: Overall are you satisfied with the appointment service provided by the Practice?
84.00%
16.00%
YesNo
125 responses received
Minor Ailments Survey 2011
Current Appointment Survey 2013/14
Satisfied 87.1% 84%
Dissatisfied 11.4% (1.5% did not respond)
16%
Comparison of satisfaction overall
140 responses received for Minor Ailments survey125 responses received for current appointment survey
SAMPLE OF COMMENTS RECEIVED:
•Pleased I could see a doctor same day but feel we are missing open surgery.•Not always practical offering Cressage as an alternative •Same day appointments often gone by 8.40 am•Appointment system is much better than Minor Ailments, especially with young children
•Difficult to see 2 particular doctors. Staff are very friendly though.•Attitude of staff is much better than it used to be.•Same day appointments difficult to book, especially if you are not active in the morning.•An excellent practice.•3 weeks for an appointment is too long to wait.
•Other comments received not via survey relate to difficulties for patients who work eg in Shrewsbury and have to be at work for 8.30 am then having to make their way back to MW or Cressage for an appointment later than morning.•Difficulties with patients who need appointments outside of working hours
Summary of Results 2013/14 SurveyAppointments Survey
158 patients completed some or all of the survey
• 77.85% contacted the practice by phone to make their appointment• 3.16% booked their appointment via the on-line booking system• 54.55% got through to the practice with one call• 27.27% got through after several attempts• 0.76% were unable to get through to the practice
• 94% of patients who responded found the staff who dealt with their enquiry to be either helpful or very helpful
• 92% of patients who responded felt they were treated as an individual and listened to by the reception staff.
• 84% of patients who responded are satisfied with the appointment system
Summary of Results 2013/14 SurveyAccess to GP Services Survey158 patients completed some or all of the survey• Of the patients who requested a same day appointment 71.25% received an
appointment that day• Of those unable to obtain a same day appointment 84.62% were offered a
phone call from the Duty Doctor; 15.38% were offered the nurse triage service
• Of the patients who did not require an appointment that day, 78.31% were offered an appointment within a suitable time period
• The longest wait for a routine, non urgent appointment was 4 weeks
• 84% of patients who requested to see a specific doctor were given an appointment with the doctor of their choice
• Of those who were unable to see a specific doctor; 74.19% were offered an alternative that was acceptable to them.
• 95.52% of patients who responded were satisfied with the treatment/advice received
• 95.16% of patients who responded felt they were treated as an individual and listened to.