Healthwatch Croydon GP Patient Experience of Croydon Residents 01.07.14 to 30.06.15
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ABOUT THIS REPORT Primary Care Trends Analysis Report GP Patient Experience (Croydon) This report examines the patient experience of GP Practices in Croydon. Service categories analysed include 'Appointment Booking' (the ability to get appointments), 'Getting There' (catchment and travel), 'Wait at Appointment '(waiting times and environment), 'Clinical Treatment' (quality of treatment including choice and involvement in decisions), 'Staff Attitude' (attitude of receptionists, clinicians & nurses), 'Administration' (back office/administrative functions) and 'Communication' (advice and information including language and sensory requirements). These categories have been chosen by GP Practice Managers. The Coding The comments have been coded using a nationally recognised coding matrix, which applies issue, care pathway location, and (positive, neutral or negative) sentiment. The Tables The Practices receiving the largest quantities of issues are displayed at each of the tables. This will mean different Practices feature on different tables, dependent on how many issues have been received on any given topic. See Annex 1 for a summary of all Practices. Disclaimer The trends within this report are based on service user comments we have obtained from sources outlined in Section 1. Comments obtained from these sources may not be representative of all service users experiences or opinions. 1
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This report examines the patient experience of GP Practices in Croydon. Service categories analysed include 'Appointment Booking' (the ability to get appointments), 'Getting There' (catchment and travel), 'Wait at Appointment '(waiting times and environment), 'Clinical Treatment' (quality of treatment including choice and involvement in decisions), 'Staff Attitude' (attitude of receptionists, clinicians & nurses), 'Administration' (back office/administrative functions) and 'Communication' (advice and information including language and sensory requirements). These categories have been chosen by GP Practice Managers.
Transcript of Healthwatch Croydon GP Patient Experience of Croydon Residents 01.07.14 to 30.06.15
ABOUT THIS REPORT
Primary Care Trends Analysis Report
GP Patient Experience (Croydon)
This report examines the patient experience of GP Practices in Croydon.
Service categories analysed include 'Appointment Booking' (the ability to get appointments), 'Getting There' (catchment and travel), 'Wait at Appointment '(waiting times and environment), 'Clinical Treatment' (quality of treatment including choice and involvement in decisions), 'Staff Attitude' (attitude of receptionists, clinicians & nurses), 'Administration' (back office/administrative functions) and 'Communication' (advice and information including language and sensory requirements). These categories have been chosen by GP Practice Managers.
The CodingThe comments have been coded using a nationally recognised coding matrix, which applies issue, care pathway location, and (positive, neutral or negative) sentiment.
The TablesThe Practices receiving the largest quantities of issues are displayed at each of the tables. This will mean different Practices feature on different tables, dependent on how many issues have been received on any given topic. See Annex 1 for a summary of all Practices.
DisclaimerThe trends within this report are based on service user comments we have obtained from sources outlined in Section 1. Comments obtained from these sources may not be representative of all service users experiences or opinions.
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SECTION 1: REPORT CONTENT 1.1: Reporting Period:
Healthwatch Croydon has identified 1784 issues about local GP services during the reporting period. From: 01/07/2014
This report identifies the data origin (Section 1.2), the top trends (Section 2) and analyses each trend (Section 3). To: 30/06/2015
Report Date: 03/11/2015
1.2: Data Origin
5%
92%
3%
Family Perception of Care Audit
NHS Choices
VoiceAbility
0100200300400500600700800900
1000
No
. of
issu
es
Positive Neutral Negative
The Data in this Report92% of the service user comments originate from NHS Choices, with the remainder from other sources.
Please note that comments obtained may not be representative of all service users experiences or opinions.
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SECTION 2: TOP OVERALL TRENDS 2.1 Sentiment:
2.2 Most Reported Aspects of Service:
2.3 Practices Receiving the Most Issues Overall:
20%
1%
6%
36%
26%
7%
4%
Appointment Booking
Getting There
Wait at Appointment
Clincal Treatment
Staff Attitude
Administration
Communication
55%
4%
41%Positive
Neutral
Negative
0
100200300400500
No
. of
issu
es
Positive Neutral Negative
020406080
100120140
No
. of
issu
es
Overall patient sentiment is 55% positive.At 36%, Clinical Treatment is the most commented on service aspect, followed by Staff Attitude (26%) and Appointment Booking (20%).Appointment Booking receives the most negativity as a topic.
Practices Norbury Health Centre and The Woodcote Group Practice receive the most comments by volume, and sentiment is broadly positive.Woodside Group Practice and Portland Medical Centre receive the most negative comments by volume.
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SECTION 3.1: APPOINTMENT BOOKING 3.1.1 Sentiment:
3.1.2: All Aspects of Appointment Booking:
3.1.3 Practices Receiving the Most Issues Overall:
51%
0%4%
24%
21% Booking
Cancellations
Opening Times
Telephone
Waiting List
28%
3%69%
Positive
Neutral
Negative
020406080
100120
No
. of
issu
es
Positive Neutral Negative
0
5
10
15
20
25
No
. of
issu
es
Appointment Booking is the largest negative trend overall, with positivity at just 28%.Many patients express discontent about booking systems and the inability to get appointments when required.There is also widespread dissatisfaction with telephone systems, which become congested at certain times of day.21% of issues indicate that patients sometimes wait over a day to see their GP.
Practices According to comments, sentiment at the vast majority of Practices is negative, particularly so at Portland Medical Centre and Woodside Group Practice.
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SECTION 3.2: GETTING THERE 3.2.1 Sentiment:
3.2.2: All Aspects of Getting There:
3.2.3 Practices Receiving the Most Issues Overall:
60%
40%Catchment/Distance
Travel/Parking
60%
0%
40%Positive
Neutral
Negative
0123456
No
. of
issu
es
Positive Neutral Negative
0
1
2
No
. of
issu
es
Just 10 comments are about getting to appointments/catchment. Therefore, this is not considered a major issue locallyfor patients.
Practices No Practices receive a notable quantity of comments.
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SECTION 3.3: WAIT AT APPOINTMENT 3.3.1 Sentiment:
3.3.2: All Aspects of Wait at Appointment:
3.3.3 Practices Receiving the Most Issues Overall:
61%14%
10%
12%
3%
Waiting Time
Environment/Layout
Hygiene
Privacy
Stimulation
31%
3%66%
Positive
Neutral
Negative
0
1020304050
No
. of
issu
es
Positive Neutral Negative
012345678
No
. of
issu
es
Wait at Appointment receives 6% of issues overall and is 66% negative as a topic.Many patients comment negatively about waiting times at appointments.Privacy in the waiting area is also an issue.
Practices Sentiment at most Practices is negative according to comments, with Edridge Road Community Health Centre, Norbury Health Centre and Woodside Group Practice receiving the largest volume of comments.
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SECTION 3.4: CLINICAL TREATMENT 3.4.1 Sentiment:
3.4.2: All Aspects of Clinical Treatment:
3.4.3 Practices Receiving the Most Issues Overall:
8%
14%
6% 0%
0%
57%
4%11% Carer Involvement
General Comment
Choice
Cost
Equipment/Mobility
Quality
Medication
User Involvement
67%
6%
27%Positive
Neutral
Negative
050
100150200250300
No
. of
issu
es
Positive Neutral Negative
010203040506070
No
. of
issu
es
Receiving 36% of issues overall, Clinical Treatment is the largest trend, and broadly positive in sentiment.Comments suggest patients are largely positive about the quality of treatment received.Patients are marginally positive about User Involvement, according to comments.
Practices Comments suggest sentiment at most Practices is positive, and notably so at Norbury Health Centre.
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SECTION 3.5: STAFF ATTITUDE 3.5.1 Sentiment:
3.5.2: All Aspects of Staff Attitude:
3.5.3 Practices Receiving the Most Issues Overall:
51%39%
10%Receptionists
Clinicians
Nurses
71%
3%
26%Positive
Neutral
Negative
020406080
100120140160
No
. of
issu
es
Positive Neutral Negative
05
101520253035404550
No
. of
issu
es
With 26% of issues overall, patients consider Staff Attitude to be an important aspect of service. Sentiment is clearly positive for Clinicians and Nurses, and broadly so for Receptionists, according to comments.
Practices Comments suggest sentiment at most practices is positive, and notably so at Norbury Health Centre and the Woodcote Group Practice.
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SECTION 3.6: ADMINISTRATION 3.6.1 Sentiment:
3.6.2: All Aspects of Administration:
3.6.3 Practices Receiving the Most Issues Overall:
16%1%
0%
24%
3%5%
11%
29%
11% Administration
Data Protection
Health & Safety
Inter-Provider
Medical Records
Planning
Registration
Repeat Prescription
Test Results
34%
3%
63%
Positive
Neutral
Negative
0369
12151821
No
. of
issu
es
Positive Neutral Negative
0
1
2
3
4
5
No
. of
issu
es
Administration receives 7% of issues overall and sentiment is 63% negative.Sentiment about Repeat Prescriptions is maginally negative, and broadly so on Administration, Registration and Test Results.Comments suggest patients are broadly positive about Referrals (Inter-Provider Involvement).
Practices No Practices have received a notable volume of comments.
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SECTION 3.7: COMMUNICATION 3.7.1 Sentiment:
3.7.2: All Aspects of Communication:
3.7.3 Practices Receiving the Most Issues Overall:
94%
6%0%
Advice/Information
Language/Interpretation
Sensory
58%
3%
39%Positive
Neutral
Negative
0
1020304050
No
. of
issu
es
Positive Neutral Negative
0123456
No
. of
issu
es
Communication receives 4% of issues overall and is 58% positive in sentiment.The vast majority of issues are about access to advice and information and sentiment is broadly positive.
Practices No Practices have received a notable volume of comments.
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