Marisco Medical Practice Annual

Patient Questionnaire 2012

At your most recent visit to the Practice how do you rate the way you were looked after by

the GPs and staff?

Excellent Good Average Poor Very Poor Service Not Used

198

116

22

5

39

157

110

164 1

9285

64

134

214

155

123

34

93

56

96 93

25

5 4

157

GP Nurse Practitioner/Nurse Health Care Assistant ReceptionistDispensary

Excellent51%

Good38%

Average8%

Poor2%

Very Poor1%

How easy is it for you to contact the Practice by telephone?

Excellent Good Average Poor Very Poor Service Not Used

70

128

105

40

20 17

53

74

40

2114

178

Routine Urgent

Excellent22%

Good36%

Average26%

Poor11%

Very Poor6%

How do you find the current opening hours of the Practice?

Excellent Good Average Poor Very Poor Service Not Used

91

227

49

5 17

Opening Hours

Excellent24%

Good61%

Average13%

Poor1%

Very Poor0%

How easy is it to get an appointment in advance with the following healthcare

professionals?

Excellent Good Average Poor Very Poor Service Not Used

55

108

72 74

29

4241

121

67

38

12

101

50

119

54

31

7

119

36

68

44

24

5

203

GP Nurse Practitioner Practice Nurse Health Care Assistant

Excellent17%

Good39%

Average22%

Poor16%

Very Poor5%

How easy is it to get an appointment within 24 hours, with the following healthcare

professionals?

Excellent Good Average Poor Very Poor Service Not Used

70

122

76

51

16

4541

91

77

42

8

121

42

88

72

35

5

138

33

57

44

27

3

216

GP Nurse Practitioner Practice Nurse Health Care Assistant

Excellent19%

Good36%

Average27%

Poor16%

Very Poor3%

Our extended opening hours are offered every Thursday evening by GPs and Nurses from

6:30pm to 7:40pm. Are you aware of this?

Not Answered Yes No

24

212

144

How would you rate the waiting time you have experienced once you have checked in for your

appointment with the following healthcare professionals?

Excellent Good Average Poor Very Poor Service Not Used

71

206

63

122

26

58

170

55

81

88

58

163

48

61

104

37

112

38

5

188

GP Nurse Practitioner Practice Nurse Health Care Assistant

Excellent20%

Good58%

Average18%

Poor3%

Very Poor0%

How easy is it to be able to make an appointment with your preferred Doctor or

Nurse Practitioner?

Very Easy12%

Easy30%

Average35%

Poor15%

Very Poor8%

Very Easy Easy Average Poor Very Poor Service Not Used

43

101

116

58

3329

34

85

100

33

16

112

Doctor

Are you aware of the following services provided at the Surgery?

Dentist

Heeler

s

Health

Educati

on Suite

MacMilla

n Nurses

Community Nursi

ng Tea

m

Grimsb

y Outre

ach Clin

ics

Physiothera

py

Podiatry

Smokin

g Cess

ation Clin

ic

Family

Planning

Midwife

Pulmonary

Rehab

ilitati

on

293

175

114

134 131148 141

157

134126

111 109

How would you like us to inform you of the facilities we offer and/or any important changes

to our services?

Marisco

Web

site

Practice

Leaflet

Newsle

tter

Local

Newsp

aper

Email

SMS M

essag

ing

TV/In

formati

on Scree

ns in th

e Prac

tice

Any Other

85

168

156

61

44

25

102

2

Preferred Site

Both Mablethorpe Sutton On Sea

59

153

168

How do you rate the facilities provided by the Practice?

Excellent51%

Good40%

Average6%

Poor2%

Very Poor0%

Excellent Good Average Poor Very Poor Service Not Used

150

111

41

29

4

45

188

146

17

2

27

188

147

20

2

23

190

150

12

28

Car Park Access to Surgery

The following charts illustrate general information about the range of people who

have responded to this survey. No one at the practice will be able to identify your personal

responses.

14 - 25 26 - 35 36 - 45 46 - 55 56 - 65 Over 66 No Answer

2217

33 31

61

185

31

Typical Age Range

Male No Answer Female

146

26

208

Summary of comments from Marisco Medical Practice Annual Patient Questionnaire 2012

Negatives• Nurses too busy – 7 day wait for appointment• Impossible to get through on the telephone in the morning• Hopeless trying to ring in the morning• Unable to get appointment with chosen practitioner• Receptionists do not seem to know what is happening – eg

who is in the building• Sent to wrong location for appointment• Unable to get pre-booked appointment• Working – not able to pre-book• Never any appointments available after 9am • Bad experience • Duty doctors should be at both sites.• Not being able to see the same doctor when suffering a long

term illness• Far too much information on the telephone prior to speaking

to receptionist.• Appointment booking system is poor.

Summary of comments from Marisco Medical Practice Annual Patient Questionnaire 2012

PositivesI cannot think of ways to improve this practice

• I receive a very good service all the time

• Very good all round.

• In general the practice offers excellent services.

• Used as little as possible – when needed excellent service

• Generally satisfied with the surgery and service

• I feel this is an excellent practice

• Extremely thankful to live in the area and participate in such

facilities. I owe my life to this practice. Many thanks

• Excellent service

• Greatly satisfied with service I received.

Summary of comments from Marisco Medical Practice Annual Patient Questionnaire 2012

Facilities

• Not enough disability parking

• Car parks disgrace in bad weather

• Out of hours service is poor

• Waiting room unfriendly

• Automatic doors at Sutton are bad – inner door is heavy and

not automatic

• More info required on services

• Minor injuries should be dealt with.

• Charge patients for non attendance.

As a direct result of the survey

the Practice held a meeting

with the Patient Participation

Group to discuss its findings

& to try to develop ideas &

ways of moving forward. The

following pages show the

main areas that the group felt

needed updating /changing.

Q2. How easy is it for you to contact the Practice by telephone?

The results of Q2 were not as had been hoped, the group discussed

• Reviewing the length of the message when contacting the surgery by telephone.

• Possibility of more people answering calls at 8:30am.

& commented on the fact that once through all appointments are already filled.Q6. Are you aware of

extended open hours?

The group agreed the extended opening times should be advertised on the practice screens, newsletters & the practice website.

Q9/10. Informing people of the services available within the practice

The group discussed a variety of ways to improve

communication between the practice and our patients.

Some of the points discussed are highlighted below:

• Via newsletter

• Messages on phones

• Screens

• GP’s to speak at local groups

• Ensuring sufficient information is available at flu clinics

• Asking voluntary organisations to promote the surgery

• Advertising the Patient Information Area

• More signs in the practice

Q9/10. Informing people of the services available within the practice

• People believe only “Heelers” & those associated with

“Heelers” are able to use the information area.

• Perhaps create a screen entitled “know your practice”

• Possibly do a campaign advertising Flu Clinics within the

local supermarket

• Ensure patients are aware of how to obtain test results

• Patient Participation Group to promote practice holding

regular forums

• More Nurse appointments available for “on the day

booking”

• Open surgery each day for one or two Dr’s on a “sit &

wait” basis

• Case studies put onto website