ppg appendix 2. ppg miinutes.. 31.01.12. patient survey 2011 preliminary findings 1

PPG APPENDIX 2. PPG MIINUTES.. 31.01.12.

PATIENT SURVEY 2011

PRELIMINARY FINDINGS

1

Preliminary findings• Overall there is a high level of satisfaction• However:

• Poor communications means that patients are not clear on• Opening hours• The triage process• The out of hours arrangements• Accessibility to doctor of your choice - continuity of care raised for on-

going problems• Accessibility for semi-urgent doctor appts (wanting to see a doctor not

speak on phone)• Lack of knowledge about internet access• Concern about Private health care and how it fits with NHS practice

2

Number of Responses• Survey fully completed by 397 patients

• Goring – 243• Woodcote – 154 • A further 12 forms were submitted but were incomplete and could

not be scored• In addition to the tick boxes 200 comments have been recorded

and summarised:Positive Feedback 64

Service comments 36

Appointments 29

Receptionist 19

Time in Waiting Room 19

See own doctor 16

Treatment out of hours 11

Opening hours 5

Hearing issues 1

Grand Total 200

3

How many responses did we need?

Variability = the likelihood of strongly opposing viewsResponse rates of public surveys 1-20%Our response rate (assuming a population of 9,000 = 4.4%

Accuracy ±5%Population of

9000 50% 40% 30% 20% 10%Responses

needed 383 354 169 100 58

Variability

4

Who did respondents see?16-24 25-34 35-44 45-54 55-64 65+ Grand Total

Goring 5 6 22 18 35 157 243

Doctor 4 4 15 12 29 116 180

GP Registrar 1 1 1 1 6 10

Health Care Assistant 1 1

Other 1 2 1 4

Phlebotomist 1 1 3 3 19 27

Practice Nurse 3 2 2 14 21

Woodcote 1 1 9 22 25 96 154

Doctor 1 1 7 14 17 77 117

GP Registrar 1 1 2 4


Other 1 1

Phlebotomist 1 1 10 12

Practice Nurse 2 5 5 7 19

Grand Total 6 7 31 40 60 253 397

5

Breakdown by Gender

Female Male Grand Total

Goring 143 100 243

Doctor 111 69 180

GP Registrar 8 2 10


Other 2 2 4

Phlebotomist 12 15 27

Practice Nurse 10 11 21

Woodcote 100 54 154

Doctor 79 38 117

GP Registrar 1 3 4


Other 1 1

Phlebotomist 5 7 12

Practice Nurse 13 6 19

Grand Total 243 154 397

6

Q1 - How would you rate the availability of the appointment you have attended today or your last appointment ?

By % of all responses

7


By % of age group

8


Age Range

Q1 16-24 25-34 35-44 45-54 55-64 65+ Grand Total

Excellent 1 3 7 10 16 76 113

Very Good 4 1 6 14 16 78 119

Good 2 10 12 16 73 113

Poor 1 5 3 8 19 36

Very Poor 1 3 1 4 6 15

NA or Don't Know 1 1

Grand Total 6 7 31 40 60 253 397

By number of responses

9

Q2 - How would you rate the time you have waited in our waiting room today or at your last attendance?


10


By % of age group

11


Age Range

Q2 16-24 25-34 35-44 45-54 55-64 65+ Grand Total

Excellent 1 2 4 4 6 36 53

Very Good 1 1 7 6 17 76 108

Good 2 3 12 22 22 93 154

Poor 2 5 5 9 39 60

Very Poor 1 3 5 5 14

NA or Don't Know 3 1 4 8

Grand Total 6 7 31 40 60 253 397


12

Q3 - How would you rate the quality of the care you received today or at your last contact?


13


By % of age group

14


Age Range

Q3 16-24 25-34 35-44 45-54 55-64 65+ Grand Total

Excellent 1 5 11 23 26 132 198

Very Good 5 1 12 13 22 82 135

Good 8 4 9 32 53

Poor 2 3 5

Very Poor 1 1 2

NA or Don't Know 4 4

Grand Total 6 7 31 40 60 253 397


15

Q4 - How would you rate the ability to see the doctor of your choice?


16


By % of age group

17


Age Range

Q4 16-24 25-34 35-44 45-54 55-64 65+Grand Total

Excellent 4 5 12 11 54 86

Very Good 3 2 2 9 17 76 109

Good 2 9 7 19 68 105

Poor 1 9 9 6 33 58

Very Poor 1 4 1 7 12 25

NA or Don't Know 2 2 10 14

Grand Total 6 7 31 40 60 253 397

18

Q5 - How satisfied are you with the hours that the Practice is open?


19


By % of age group

20



Age Range

Q5 16-24 25-34 35-44 45-54 55-64 65+ Grand Total

Excellent 1 2 4 11 11 50 79

Very Good 4 2 15 12 21 103 157

Good 1 1 5 14 17 78 116

Poor 2 2 6 13 23

Very Poor 1 1 1 2 2 7

NA or Don't Know 1 4 3 7 15

Grand Total 6 7 31 40 60 253 397

21

Q6 - How satisfied are you with the care that is offered by the Out of Hours Service?


22


By % of age group

23



Age Range

Q6 16-24 25-34 35-44 45-54 55-64 65+Grand Total

Excellent 1 3 1 3 16 24

Very Good 1 4 8 9 29 51

Good 3 1 6 6 7 42 65

Poor 3 3 5 25 36

Very Poor 1 2 1 5 12 21

NA or Don't Know 3 3 13 21 31 129 200

Grand Total 6 7 31 40 60 253 397

24

Q7 - What is your understanding of the Practice’s new “triage” system for seeking “same day” medical help or advice?


25


By % of age group

26



Q7 16-24 25-34 35-44 45-54 55-64 65+ Grand Total

Excellent 2 6 3 7 27 45

Very Good 1 1 4 6 14 64 90

Good 3 1 8 11 17 65 105

Poor 5 8 4 18 35

Very Poor 2 1 5 3 7 18 36

NA or Don't Know 2 3 9 11 61 86

Grand Total 6 7 31 40 60 253 397

27

Q8 - How satisfied are you that the Practice’s new “triage” system meets your healthcare needs?


28


By % of age group

29


Age Range

Q8 16-24 25-34 35-44 45-54 55-64 65+Grand Total

Excellent 2 5 3 6 29 45

Very Good 2 5 7 13 56 83

Good 2 2 4 5 13 54 80

Poor 5 5 5 19 34

Very Poor 2 3 1 1 8 15

NA or Don't Know 3 9 19 22 87 140

Grand Total 6 7 31 40 60 253 397


30

Lessons Learned• Calculate the response rate required and distribute

questionnaires accordingly• Avoid major public holidays• Consider the most efficient way of distributing the

questionnaires• Consider a professional audit of the questionnaires before

distributing• Consider a professional review of the results for a view on

statistical significance

31

Next Steps• Agree an action plan• Monitor implementation• Plan an open meeting to present the results and the

remedial action to be taken• Consider the need for a further survey in 2012

Slide 32

ppg appendix 2. ppg miinutes.. 31.01.12. patient survey 2011 preliminary findings 1

Documents

age group

private health care

waiting room

age rangeq116

age rangeq216

number of responsessurvey

urgent doctor appts

preliminary findingsoverall