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.