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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
(Combined)
Monday 30 June 2014
Park View Surgery24-28 Leicester RoadLoughboroughLeicestershireLE11 2AG
Park View Surgery
PatientDynamics GPAQ Report
PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
PatientDynamics GPAQ
GPAQ Version R Report
Contents PatientDynamics GPAQ
Report Structure
Sample and Methodology
Analysis of Survey Results
Summary of Results
1 Evaluation Questions
2 Report Questions
3 Open Ended Comments
4 Questionnaire
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
PatientDynamics GPAQ
PatientDynamics is an independent research company specialising in patientexperience. PatientDynamics is an approved supplier of NHS Patient Surveys and alicensed provider of GPAQ. The General Practice Assessment Questionnaire has been developed at the NationalPrimary Care Research and Development Centre in Manchester for the 2005 GPcontract. GPAQ helps practices find out what patients think about their care. Itspecifically focuses on aspects of general practice that are not covered elsewhere in theQuality and Outcomes Framework – for example, access, inter–personal aspects of careand continuity of care. GPAQ is very similar to GPAS (the General Practice AssessmentSurvey), which has been extensively used and validated in general practice. GPAQ Version 4 has been developed by the Cambridge Centre for Health ServicesResearch at the University of Cambridge in collaboration with Peninsula Medical SchoolGPAQ was originally developed from the PCAS survey with permission of Dr Dana GelbSafran. The PatientDynamics GPAQ kit provides everything necessary to perform anindependent, reliable survey for GPs with total confidentiality and anonymity for patients.
Report Structure
The results of the survey are summarized in the following sections:
1. Evaluation Questions – patients made a judgement about how good that aspect ofcare was. Each score is a mean for all patients who completed the question,represented as a percentage of the maximum possible score.
2. Report Questions – patients were asked about specific experiences or were askedfor specific information.
3. Demographic Questions
Sample and Methodology
A kit comprising of: the desired amount of questionnaires posted to the practice. Thequestionnaires were numbered and matched to the practice or individual doctor. Thequestionnaires were offered to each patient to be completed in the surgery. The practicethen sent the completed questionnaires to PatientDynamics for analysis.
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Analysis of Survey Results
For evaluation or ‘rating’ questions, an average score for the whole sample was calculated. Q12 Qs 13, 14, 17
Rating Score
Very helpful 100 Fairly helpful 67 Not very helpful 33 Not at all helpful 0
Qs 21, 23, 25, 40 Qs 1-8 and 30-35
Rating Score
Excellent 100 Very Good 80 Good 60 Fair 40 Poor 20 Very Poor 0
Qs 9 and 10 Qs 37, 38, 39
Q41 Qs 11 and 36
As GPAQ-R is a new questionnaire there is not yet enough data to produce benchmark figures using GPAQ V4 and the latest GPAQ-R from the evaluation trial. An estimate has been made using previous GPAQ data sets.
Rating Score
Very easy 100 Fairly easy 67 Not very easy 33 Not at all easy 0
Rating Score
Very good 100 Good 75 Fair 50 Poor Very poor
25 0
Rating Score
Very well 100 Unsure 50 Not very well 0
Rating Score
Yes, definitely 100 Yes, to some extent 50 No, not at all 0
Rating Score
Yes 100 No 0
Rating Score
Yes, definitely 100 Yes, probably 67 No, probably not 33 No, definitely not 0
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
1. Report RatingsRating BenchMark
Q1: How good was the GP at putting you at ease? 92 93
Q2: Being polite and considerate? 94 95
Q3: Listening to you? 93 94
Q4: Giving you enough time? 91 92
Q5: Assessing your medical condition? 91 92
Q6: Explaining your condition and treatment? 90 91
Q7: Involving you in decisions about your care? 89 91
Q8: Providing or arranging treatment for you? 91 92
Q9: Did you have confidence that the GP is honest and trustworthy?
94 96
Q10: Did you have confidence that the doctor will keep your information confidential?
96 97
Q11a: Would you be completely happy to see this doctor again? 100 99
Q12: How helpful do you find the receptionists at your GP practice?
89 89
Q13: How easy is it to get through to someone at your GP practice on the phone?
55 69
Q14: How easy is it to speak to a doctor or nurse on the phone at your GP practice?
65 70
Q17: How easy is it to book ahead in your practice? 56 71
Q21: How do you rate this? 56 71
Q23: How do you rate this? 67 75
Q25: How do you rate this? 59 68
Q30: How good was the last nurse you saw at putting you at ease?
93 90
Q31: Giving you enough time? 92 89
Q32: Listening to you? 91 90
Q33: Explaining your condition and treatment? 91 89
Q34: Involving you in decisions about your care? 89 88
Q35: Providing or arranging treatment for you? 90 89
Q36: Would you be completely happy to see this nurse again? 99 97
Q37: How well does the practice help you to understand your health problems?
91 93
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Q38: Cope with your health problems? 91 92
Q39: Keep yourself healthy? 89 89
Q40: Overall, how would you describe your experience of your GP surgery?
78 84
Q41: Would you recommend your GP surgery to someone who has just moved to your local area?
83 85
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Chart showing report ratings against benchmark
0 20 40 60 80 100
Q41: Would you recommend your GP surgery to someone who has just moved toyour local area?
Q39: Keep yourself healthy?
Q37: How well does the practice help you to understand your health problems?
Q35: Providing or arranging treatment for you?
Q33: Explaining your condition and treatment?
Q31: Giving you enough time?
Q25: How do you rate this?
Q21: How do you rate this?
Q14: How easy is it to speak to a doctor or nurse on the phone at your GPpractice?
Q12: How helpful do you find the receptionists at your GP practice?
Q10: Did you have confidence that the doctor will keep your informationconfidential?
Q8: Providing or arranging treatment for you?
Q6: Explaining your condition and treatment?
Q4: Giving you enough time?
Q2: Being polite and considerate?
Rating GPAQ Benchmark
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
2. Report Questions
Q1: How good was the GP at putting you at ease? Number ofResponses
% ofResponses
1 194Very good 732 60Good 223 12Satisfactory 44 1Poor 05 0Very poor 06 0Does not apply 0
267 100Question Total:
Q2: Being polite and considerate? Number ofResponses
% ofResponses
1 207Very good 782 51Good 193 6Satisfactory 24 0Poor 05 0Very poor 06 0Does not apply 0
264 100Question Total:
Q3: Listening to you? Number ofResponses
% ofResponses
1 198Very good 742 58Good 223 11Satisfactory 44 0Poor 05 0Very poor 06 0Does not apply 0
267 100Question Total:
Q4: Giving you enough time? Number ofResponses
% ofResponses
1 186Very good 702 60Good 233 18Satisfactory 74 0Poor 05 1Very poor 06 0Does not apply 0
265 100Question Total:
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Q5: Assessing your medical condition? Number ofResponses
% ofResponses
1 182Very good 692 66Good 253 11Satisfactory 44 1Poor 05 0Very poor 06 4Does not apply 2
264 100Question Total:
Q6: Explaining your condition and treatment? Number ofResponses
% ofResponses
1 173Very good 662 65Good 253 16Satisfactory 64 1Poor 05 0Very poor 06 9Does not apply 3
264 100Question Total:
Q7: Involving you in decisions about your care? Number ofResponses
% ofResponses
1 164Very good 632 62Good 243 20Satisfactory 84 1Poor 05 0Very poor 06 14Does not apply 5
261 100Question Total:
Q8: Providing or arranging treatment for you? Number ofResponses
% ofResponses
1 170Very good 642 54Good 203 13Satisfactory 54 1Poor 05 0Very poor 06 27Does not apply 10
265 100Question Total:
Q9: Did you have confidence that the GP is honest and trustworthy?
Number ofResponses
% ofResponses
1 229Yes, definitely 872 34Yes, to some extent 133 0No, not at all 04 0Don't know / can't say 0
263 100Question Total:
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Q10: Did you have confidence that the doctor will keep your information confidential?
Number ofResponses
% ofResponses
1 238Yes, definitely 902 22Yes, to some extent 83 0No, not at all 04 4Don't know / can't say 2
264 100Question Total:
Q11a: Would you be completely happy to see this doctor again?
Number ofResponses
% ofResponses
1 236Yes 1002 0No 0
236 100Question Total:
Q12: How helpful do you find the receptionists at your GP practice?
Number ofResponses
% ofResponses
1 185Very helpful 702 72Fairly helpful 273 8Not very helpful 34 0Not at all helpful 05 0Don't know 0
265 100Question Total:
Q13: How easy is it to get through to someone at your GP practice on the phone?
Number ofResponses
% ofResponses
1 38Very easy 142 116Fairly easy 443 79Not very easy 304 25Not at all easy 95 2Don't know 16 6Haven't tried 2
266 100Question Total:
Q14: How easy is it to speak to a doctor or nurse on the phone at your GP practice?
Number ofResponses
% ofResponses
1 41Very easy 162 129Fairly easy 493 39Not very easy 154 6Not at all easy 25 16Don't know 66 30Haven't tried 11
261 100Question Total:
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Q15: If you need to see a GP urgently, can you normally get seen on the same day?
Number ofResponses
% ofResponses
1 143Yes 552 60No 233 57Don't know / never needed to 22
260 100Question Total:
Q16: How important is it to you to be able to book appointments ahead of time at your practice?
Number ofResponses
% ofResponses
1 235Important 892 28Not important 11
263 100Question Total:
Q17: How easy is it to book ahead in your practice? Number ofResponses
% ofResponses
1 37Very easy 142 115Fairly easy 443 78Not very easy 304 20Not at all easy 85 7Don't know 36 7Haven't tried 3
264 100Question Total:
Q18: How do you normally book your appointments at your practice?
Number ofResponses
% ofResponses
1 74In person 222 241By phone 713 23Online 74 1Doesn't apply 0
339 100Question Total:
Q19: Which of the following methods would you prefer to use to book appointments at your practice?
Number ofResponses
% ofResponses
1 69In person 182 219By phone 593 85Online 234 1Doesn't apply 0
374 100Question Total:
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Q20: Thinking of times when you want to see a particular doctor, how quickly do you usually get seen?
Number ofResponses
% ofResponses
1 77Same day or next day 292 562-4 days 213 845 days or more 324 31I don't usually need to be seen quickly 125 18Don't know, never tried 7
266 100Question Total:
Q21: How do you rate this? Number ofResponses
% ofResponses
1 35Excellent 132 42Very good 163 53Good 204 69Fair 265 32Poor 126 8Very poor 37 24Does not apply 9
263 100Question Total:
Q22: Thinking of times when you are willing to see any doctor, how quickly do you usually get seen?
Number ofResponses
% ofResponses
1 151Same day or next day 572 502-4 days 193 325 days or more 124 14I don't usually need to be seen quickly 55 17Don't know, never tried 6
264 100Question Total:
Q23: How do you rate this? Number ofResponses
% ofResponses
1 52Excellent 202 71Very good 273 58Good 224 38Fair 155 22Poor 86 4Very poor 27 14Does not apply 5
259 100Question Total:
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Q24: Thinking of your most recent consultation with a doctor or nurse, how long did you wait for your consultation to
Number ofResponses
% ofResponses
1 24Less than 5 minutes 102 1035-10 minutes 423 7311-20 minutes 304 2121-30 minutes 95 19More than 30 minutes 86 5There was no set time for my consultation 2
245 100Question Total:
Q25: How do you rate this? Number ofResponses
% ofResponses
1 29Excellent 122 57Very good 243 68Good 284 47Fair 205 30Poor 136 7Very poor 37 2Does not apply 1
240 100Question Total:
Q26: Is your GP practice currently open at times that are convenient to you?
Number ofResponses
% ofResponses
1 220Yes 852 31No 123 8Don't know 3
259 100Question Total:
Q27: Which of the following additional opening hours would make it easier for you to see or speak to someone?
Number ofResponses
% ofResponses
1 20Before 8am 242 6At lunchtime 73 21After 6.30pm 254 23On a Saturday 285 13On a Sunday 166 0None of these 0
83 100Question Total:
Q28: Is there a particular GP you usually prefer to see or speak to?
Number ofResponses
% ofResponses
1 179Yes 692 81No 313 1There is usually only one doctor in my surgery 0
261 100Question Total:
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Q29: How often do you see or speak to the GP you prefer? Number ofResponses
% ofResponses
1 46Always or almost always 262 61A lot of the time 343 65Some of the time 374 5Never or almost never 35 1Not tried at this GP practice 1
178 100Question Total:
Q30: How good was the last nurse you saw at putting you at ease?
Number ofResponses
% ofResponses
1 152Very good 742 46Good 223 5Fair 24 1Poor 05 0Very poor 06 1Does not apply 0
205 100Question Total:
Q31: Giving you enough time? Number ofResponses
% ofResponses
1 145Very good 712 50Good 253 7Fair 34 1Poor 05 0Very poor 06 1Does not apply 0
204 100Question Total:
Q32: Listening to you? Number ofResponses
% ofResponses
1 139Very good 682 56Good 273 7Fair 34 0Poor 05 0Very poor 06 2Does not apply 1
204 100Question Total:
Q33: Explaining your condition and treatment? Number ofResponses
% ofResponses
1 133Very good 652 48Good 243 11Fair 54 0Poor 05 0Very poor 06 12Does not apply 6
204 100Question Total:
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Q34: Involving you in decisions about your care? Number ofResponses
% ofResponses
1 113Very good 572 47Good 243 13Fair 74 0Poor 05 0Very poor 06 27Does not apply 14
200 100Question Total:
Q35: Providing or arranging treatment for you? Number ofResponses
% ofResponses
1 119Very good 592 45Good 223 10Fair 54 1Poor 05 0Very poor 06 26Does not apply 13
201 100Question Total:
Q36: Would you be completely happy to see this nurse again? Number ofResponses
% ofResponses
1 179Yes 992 1No 1
180 100Question Total:
Q37: How well does the practice help you to understand your health problems?
Number ofResponses
% ofResponses
1 211Very well 832 34Unsure 133 5Not very well 24 5Does not apply 2
255 100Question Total:
Q38: Cope with your health problems? Number ofResponses
% ofResponses
1 200Very well 802 33Unsure 133 6Not very well 24 10Does not apply 4
249 100Question Total:
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Q39: Keep yourself healthy? Number ofResponses
% ofResponses
1 191Very well 782 33Unsure 133 10Not very well 44 12Does not apply 5
246 100Question Total:
Q40: Overall, how would you describe your experience of your GP surgery?
Number ofResponses
% ofResponses
1 82Excellent 322 96Very good 373 60Good 234 19Fair 75 3Poor 16 0Very poor 0
260 100Question Total:
Q41: Would you recommend your GP surgery to someone who has just moved to your local area?
Number ofResponses
% ofResponses
1 153Yes, definitely 582 84Yes, probably 323 21No, probably not 84 2No, definitely not 15 3Don't know 1
263 100Question Total:
Q42: Gender: Are you? Number ofResponses
% ofResponses
1 88Male 332 176Female 67
264 100Question Total:
Q43: How old are you? Number ofResponses
% ofResponses
1 30-16 12 9716-44 363 8945-64 334 4565-74 175 3275+ 12
266 100Question Total:
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Q44: Do you have a long-standing health condition? Number ofResponses
% ofResponses
1 148Yes 582 92No 363 13Don't know / can't say 5
253 100Question Total:
Q45: What is your ethnic group? Number ofResponses
% ofResponses
1 238White 902 1Black or Black British 03 17Asian or Asian British 64 5Mixed 25 0Chinese 06 3Other ethnic group 1
264 100Question Total:
Q46: Which of the following best describes you? Number ofResponses
% ofResponses
1 127Employed (full or part-time, including self-employed) 492 4Unemployed and looking for work 23 9At school or in full-time education 34 20Unable to work due to long term sickness 85 18Looking after your home/family 76 72Retired from paid work 287 10Other 4
260 100Question Total:
This report is based on a total of 270 completed questionnaires
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Report - Open Ended Comments
Q11b: Please add any comments about the GP:
My preferred doctor excellent. Always has time.
Very nice lady, knowledgeable and caring.
First meeting and conversation, Dr Ford listened to me intently and was quick with taking my various predicaments on board.
Dr Ford is lovely and helpful and clever, about to take decision / treatment and very quick to do it.
Dr Ford is brill won't see any one else.
Always professional a friendly.
I was not impressed with a student doctor, likely Alison (A nurse) put me at ease & recommended I saw a more experienced doctor. Dr Crone Baker.
Dr Paige was great.
Excellent care by GP seen.
Dr Bateman was polite and understands my situation.
Very pleased!
The GP I'm answering this questionnaire about has been totally understanding and caring towards myself & my family.
Q47: Finally, please add any other comments you would like to make about your GP prac
Not being seen on time.
I think being able to book on the morning of a day if you need an appointment is handy as how do you know if you are going to be ill the week beforehand, more handy if you work. Although very difficult to get through on the phone. Waiting times to see thhe doctors I think can be unacceptable. An average of 30 mins less waiting for the nurse. Doctor needs a re - vamp.
No problem.
I don't like this new system.
Receptionist consistently polite & professional & helpful. More out of hours appointments please.
To solve with calls in the morning.
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Have never had any problems here. Everyone is very friendly and I feel very safe in their hards.
All the nurses & receptionist are extremely helpful. Thank you.
Some nurse need more practice or training to give injection.
I have been a patient with park view surgery for over 60 years my parents have been in the main, one Dinonswal for many years with a few other health occurrences, I simply would never make a change. Wonderful, Many thanks
The most disengaging aspect of being at this practice is you can rarely get an appointment with any doctor – Booking is a nightmare and they are only concerned with saving money.
The doctors and nurses are excellent but the appointment system needs improvement.
The survey is based on the booking system with was I offer couldn't pre book with my job but if I could get through the surgery is always accommodating.
It's hard to get appointments over the phone, I have to get a repeat prescription for my pill - would a great idea to book appointments ahead as I had to call 27 times to peak.
It has now become difficult to book on the day appointments but to book in advance you have to wait over a week I find it silly to be asked if it's medically urgent to be seen on the day if it was that urgent I would go to A & E but it's more urgent then being seen in 7+ days time.
I have always received excellent service from park view surgery. All staff very professional & approachable.
I can honestly say that park views is the finest doctors I've appoint at for a very long time! Thank you Mr S V Green.
Some doctors only available 2 days a week.
Once an appt has been booked the service is great but it can be hard to make appointments my husband has a serious medical condition, but its hard to see a doctor urgently.
I always praise this surgery not only because of the doctors but the receptionist too.
Answers to Q15 and 40 are so due to recent difficulties due to appointment system. After 36 year's at this practice, we have always been able to get immediate appt. when necessary but not now. Phone appts are not appropriate often as a doctor needs to assess condition.
Have been coming here for 37yrs and would not be happy having to move elsewhere.
It is not always easy to describe your achievement symptoms and while I appreciate the necessity to I am it appointment time being clear and concise in sometimes difficult.
Dr Neuberg is an excellent doctor. He always has time to help/listen/advice my husband who has a long term medical condition. He is kind & understanding. He has helped us through, Stoke, WF adoption & back pain. We can't thank him enough for what he doess for our family. We think the world of him.
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PD Ref: Ord 25131 Line: 18289Park View Surgery GPAQ-R (Combined Practice Report)
Always well received at reception with a smile & helpful advise. Doctor explain treatment, but waiting time sometimes brightly overall a good surgery.
A lot of locum doctors lately.
6 doctors - 15 doctor days/week hardly seems adequate.
Was sad to see Dr Hirst Leave you had been my GP for 37 years. Its hard to then build up that history with new doctors but all have well received.
This is a first class G.P. Practice and as very well organized. I feel very privileged to be a patents.
I am already very satisfied with the service provided by my GP. But it doesn't instill confidence when the GP asks you what you think think the condition might be and what might be causing it.
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