GP Patient Satisfaction Survey

Dr G R Bhorchi, Killingholme surgery

GP Patient Satisfaction Survey

A GP assessment questionnaire was given to 70 patients in early 2014

38 completed forms were returned

Representing a 54% participation

GP Patient Satisfaction Survey

The questions related to 5 areas of the practice

1.The Doctor2.The Receptionist and Appointments

3.The Consultation4.The Nurse

5.The Surgery in General

With a sixth section for patient information and understanding

GP Patient Satisfaction Survey

The following slides break the results up into sections.

The scores for each question on each completed return are added up and then averaged over the number of completed

returns.

The resulting value is the average, for that question, for the Killingholme surgery

Each answer is given a value of 1 to 7 depending if it is positive, negative or somewhere in-betweene.g. 1 = positive, 4 = don’t know, 7 negative

GP Patient Satisfaction Survey

1. The Doctor

GP sectio

n

How good was the GP at:- Best Killingholme Worst

Putting you at ease? 1 1.11 6.00

Being polite and considerate? 1 1.08 6.00

Listening to you? 1 1.16 6.00

Giving you enough time? 1 1.18 6.00

Assessing your medical condition? 1 1.16 6.00

Explaining your condition & treatment? 1 1.29 6.00

Involving you in decisions about your care? 1 1.32 6.0

Providing or arranging treatment for you? 1 1.16 6.00

Did you have the confidence that the GP is honest & trustworthy? 1 1.11 4.0

Did you have the confidence that the doctor will keep your information confidential? 1 1.08 4.00

Would you be happy to see this GP again? 1 1.00 3

Average = 1 1.15 5.36

Satisfaction with the GP is high with possible improvement in the explanation of condition, treatment and care

GP Patient Satisfaction Survey

2. Receptionist & Appointments

Receptionists

& appointments

Min Killingholme Max

How helpful do you find the receptioist at your GP practice? 1 1.32 4.00

How easy is it to get trought to someone at yourGP practice on the phone? 1 1.76 6.00

How easy is it to speak to a doctor or nurse on the phone at your GP practice 1 3.13 6.00

If you need to see a GP urgently, can you normally get seen on the same day? 1 1.34 3.00

How important is it to you to be able to book appointments ahead of time in your practice? 1 1.13 2.00

Howeasy is it to book ahead in your practice? 1 1.53 6.00

How do you normally book your appointments at your practice? 1 2.05 4.00

Which of the following methods would you prefer to use to book appointments at your practice 1 2.34 4.00

How quickly do you usually get seen? 1 1.24 5.00

How do you rate how quickly you were seen? 1 1.55 7.00

How quickly do you usually get seen? 1 1.32 5.00

How do you rate how quickly you were seen? 1 1.61 7.00

Average =

1.00 1.69 4.92

Medium to high performance with possible investigation of appointment booking methods for improvement.

GP Patient Satisfaction Survey

3. Consultation

Consultation

Thinking of your most recent consultation with a doctor or a nurse Min Killingholme Max

How long did you wait for your consultation to start 1 1.34 6

How do you rate how long you waited 1 1.55 7

Is your GP practice currently open at times convenient to you? 1 1.08 3

Which of the following opening hours would make it easier for you to see or speak to someone? 1 1.53 6

Is there a particular GP you usually prefer to see or speak to? 1 2.26 3

How often do you see or speak to the GP you prefer 1 0.55 5

Average = 1.00 1.39 5.00

Good performance with apparent acceptable waiting times

GP Patient Satisfaction Survey

4. Nurse

Nurse

How good was the last nurse you saw at:- Min Killingholme Max

Putting you at ease? 1 1.32 6

Giving you enough time? 1 1.32 6

Listening to you? 1 1.32 6

Explaining your condition and treatment? 1 1.39 6

Involving you in decisions about your care? 1 1.68 6

Providing or arranging treatment for you? 1 1.74 6

Wopuld you be completely happy to se this nurse again? 1 1.05 3

Average = 1.00 1.40 5.57

Good performance with top end patient response. Possible improvement in arranging treatment and care decision although this may depend on the

patients expectations in the first place

GP Patient Satisfaction Survey

• 5. Surgery

Surgery

Thinking about the care you get from your doctors and nurses overall, how well does the practice help you to:- Min Killingholme Max

Understand your health problems? 1 0.97 4

Cope with your health problems? 1 0.95 4

Keep yourself healthy 1 0.95 4

Overall how would you describe yourexperience of your GP surgery? 1 1.32 6

Would you recommend your GP surgery to someone who has just moved to your local area? 1 1.16 5

Average = 1.00 1.07 4.60

Apparent patient satisfaction with the surgery

GP Patient Satisfaction Survey

• Patient Info

Patient

Min Killingholme Max

Are you, male, female 1 1.45 3

How old are you <16, 16-44, 45-64, 65-74, >75?? 1 2.97 5

Do you have a long standing health condition? 1 1.24 3

What is your ethnic group, White, Black or Black British, Asian or Asian British, Mixed, Chinese, other N/A 1 1.24 6

Which of the following best describes you :- Employed, Unemployed, At school, Homemaker, Retired, Other 1 3.13 7

Average = 1.00 2.01 4.80

The dominant patient profile from the survey is an employed or retired female, aged 45 to 64 years, in average health

GP Patient Satisfaction Survey

• +ve CommentsGP comments• I have always had a good rapport with my GP, nothing is too much trouble• Very nice GP considerate kind & does not rush• Always considerate & helpful• Beautiful GP is Dr Bhorchi, she always has time for us• Very, very polite, does an excellent service• Very polite, always has time

Staff• Fantastic GP, Nurses & receptionists. Been there 25years• Excellent in all areas, long may it continue• None, all is OK as it is• Best GP practice, All staff very kind & helpful. Excellent all round• Doctor & all staff polite & no problems

GP Patient Satisfaction Survey

• -ve Comments

• Not being able to book an appointment in advance• Appointments in the afternoon after 12 :00 please• Some receptionists unprofessional – e.g. Conversations with other patients I

can overhear occurring at the desk while I am in the waiting room• Some receptionists point blank refuse to book appointments for the following

day if full today, etc ............• Desk at doctors not private• Sometime you can’t get through the front door because so many people are

waiting for prescriptions/booking in • Anything you say to receptionist can be heard by people waiting for

prescriptions etc as we’re all crammed together as well as people in the waiting room

GP Patient Satisfaction Survey

Results

These averaged values are based on the 46 questions of the questionnaire.

Best case score(All answers attracting a

score of 1) 1.00

Worst case score (All answers attracting the

maximun score)5.09

This averaged value is based on the 46 questions of the 38 returned

questionnairesKillingholme surgery = 1.44

Thank you