Prospect Surgery Patient Participation Group

Survey December 2012

• Practice population December 2012 7702

• Number of surveys completed 325

• Percentage responded 4.22%

Number of surveys issued

120 46175 Issued In Practice

By Post

By Post with PrepaidEnvelope

Number of surveys returned

6 19 2

298

Survey Issued inPractice andReturned

Survey Posted Outby Practice andReturned

Survey Posted Outby Practice w ithPrepaid Envelope &ReturnedSurvey Completedon L ine

65%

5%

25%

50%

0%

10%

20%

30%

40%

50%

60%

70%

In Practice By Post PrepaidEnvelope

TotalReturned

Response Rate

56%

43%

1%0%

10%

20%

30%

40%

50%

60%

Y es No No Response

Are you aware the practice has a Website?

The following services are available via the website; do you/would you access these

services?

57%57%

53%

31%

43%

62%

57%26%

General Information

Booking appointments

CancellingappointmentsOrdering repeatprescriptionsUpdating your contac tdetailsUpdates from thePatient GroupGiving the practicefeedbackNo Response

42%

56%

2%0%

10%20%30%40%50%60%

Y es No No Response

Are you aware you can receive appointment reminders and information via text?

76%

21%

4%0%

20%

40%

60%

80%

Y es No No Response

Do you would you find this service useful?(appointment reminders by text)

56%

41%

2%0%

10%

20%

30%

40%

50%

60%

Yes No No Response

Are you aware you can cancel appointments via text?

77%

19% 4%

0%

20%

40%

60%

80%

Y es No NoResponse

Do you would you find this service useful?(cancelling appointments)

What would be your preferred method of contact from the practice?

22%

58%39%

26%2%

LetterPhoneTextE-mailNo Response

87%

8% 5%0%

20%

40%

60%

80%

100%

Yes No No Response

Do you remember to inform the practice when you change your contact details?

47% 50%

3%0%

10%

20%

30%

40%

50%

60%

Y es No No Response

Before today were you aware of the Patient Partic ipation Group?

Do you know any local groups the PPG could contact/visit to work with on future projects and gain views from? • Carers Wakefield• "Team" Wakefield. Parents forum for children

with disabilities • Nursing home patients / relatives• Breastfeeding Friends• Any group related to inpatient services as there

appears to be gaps in knowledge of procedure

35%

62%

3%0%

10%20%30%40%50%60%70%

Male Female No Response

Are you male or female?

How old are you?

9%

17%

18%21%

20%

7%

1%

2%

3%2%

Under 1818-2425-3435-4445-5455-6465-7475-8485 and overNo Response

27%

63%

10%0%

10%20%30%40%50%60%70%

Y es No No Response

Are you a patient or guardian of children under 16 years or age?

How many times have you visited the practice during the past year?

2%

42%

28%

24%

3%

01-55-9>10No Response

Please detail below any additional comments you would like to make

• I think the staff have been very friendly and helpful• Listen more to the Patient• The practice is well run and a couple of the doctors

are very thorough• Nothing more to say 100% good / no Text• If it is not possible to see a Doctor on the day you

ask is it possible to see a Nurse?• I think everyone at Prospect Surgery are extremely

pleasant & helpful• Good Practice 10/10

Please detail below any additional comments you would like to make

• I am very happy with the service given• Your prescription team have been especially

helpful and responsive, which we really appreciate• Brilliant• No problems getting appointments good service• I think the text service is because its sometimes

very hard to get through on the phone• I appreciate being able to make "same day

appointments" The nurses being in the surgery are beneficial to me

Please detail below any additional comments you would like to make• Appointments to run on time and a text to say running late if

not• It is very hard to get appointments, even if you ring as soon

as it opens or they give you a stupid time, some people have to work you know

• Phoning at 8:15, hard to get through and sometimes appointments have gone! More-pre-bookable appointments needed please

• Receptionists who smile and sound like they are bothered (note some are but not all)

• Booking appointments online would be useful if there were more appointments available

• New customer recommended

Please detail below any additional comments you would like to make• It can be difficult to contact the surgery by phone on a

morning. I got through at 8.20 yesterday and all morning appointments had gone. I was offered an appointment the next day - so I was happy with the service on this occasion

• The staff are very friendly. The surgery is always clean and tidy

• Phone in appointment always seem to be on a Thursday why?

• Still too long to get appointment - Waiting times too long also

• The doctors are perfect

Please detail below any additional comments you would like to make• I don't have a mobile phone or the internet I'm on the

landline phone• Better time keeping of doctors/nurses appointment times by

said. More welcoming approach from some service providers

• Great service• We have to stand outside to make appointments in the year

2012 - think not• The receptionists / people who deal with prescriptions could

have better attitudes • Receptionists should undertake customer service training !!• Very difficult to book an appointment

Please detail below any additional comments you would like to make• Would appreciate some greenery and or art work in waiting

room• I am happy with the service at this practice it is sometimes

difficult to get an appointment or make advance appointments

• As the group meets during the day it is impossible for me to join as I work

• Making an appointment on the day you are ill is impossible - appointments are filled by 08:16!!!

• Very hard to make an appointment by phone I phone at 8:15 & all appointments have gone!

• I do think the practice has improved but lack of appointments & rude receptionists need to be addressed

Please detail below any additional comments you would like to make• Blood tests vary visits weekly or fortnightly• Reception informed me when trying to make

appointment , that blood nurse is only available one day a week - I am informed this is incorrect

• Found service has improved since joining• Due to lengthy delays waiting for appointments which

is understandable, some books toys for children would be appreciated and appropriate - like in the other local doctors. I have seen your response to this in the PPG feedback and your instruction to parents asking us to control our children - I find this ridiculous and not patient or family friendly

Please detail below any additional comments you would like to make• Later appointments (evening required) more

daily appointments required• Waiting room needs to be more child friendly

toys/books, children get board and we have to keep them occupied

• Excellent service carry on. All the best for xmas and the new year

• Seating is in better position - very good• The front line staff (i.e. reception) would benefit

from basic mental health awareness training

Please detail below any additional comments you would like to make• I would like to know why its so hard to get an

appointment when you walk in and there is nobody sat in this waiting room

• Never can get to see my "own" doctor without waiting /ringing back etc

• Why are there minimal or NO appointments available on line even when you are promoting the service pointless system. In the last 3 months only twice has there been an appointment when I requested one, non suitable due to work, non urgent so tried many many times daily. Had to phone at 08:15

• Staff at the end of the phone are now more helpful & not abrupt as times in the past

Please detail below any additional comments you would like to make• My family are rarely able to get

appointments with our own doctor (Dr Cole), otherwise appointment availability is good

• I find it very difficult that repeat prescriptions cannot be ordered by telephone

• Sorry I am not into this modern living texting etc

• Keep up the GOOD WORK

Additional Benefits

• As a result of the survey an additional 4 patients have put their names forward to me members of the patient group

Comparative Data 2011/2012

• List sizeDecember 2011; 7543

• Surveys issuedDecember 2011; 955

• Surveys returnedDecember 2011; 340

• Return RateDecember 2011; 35.6%

• Practice population responded to surveyDecember 2011; 4.51%

• List sizeDecember 2012; 7702

• Surveys issuedDecember 2012; 656

• Surveys returnedDecember 2012; 325

• Return RateDecember 2012; 50%

• Practice population responded to surveyDecember 2012; 4.22%

Comparative Data 2011/2012

• Registered for web services February 2012; 12• Website hits

February 2012; 500• On line prescription requests

February 2012; 6• Appointments booked on line

February 2012; 0• Consented to text alerts

October 2012; 8

• Registered for web servicesDecember 2012; 740

• Website hits

December 2012; 2041• On line prescription requests

December 2012; 91• Appointments booked on line

December 2012; 21• Consented to text alerts

December 2012; 449

Actions Suggested by PPG for Practice

• Produce slip for patients to complete re text message service to be available in surgery

• PPG Newsletter• Invite groups identified to attend PPG meetings• Provide Breakdown of age ranges in relation to preferred

contact method to see if any outlying groups• Use PPG notice board to answer some of the additional

comments made• Encourage practice not to forget those who prefer

traditional methods of contact• Re-publish patient information on appointment system • Group suggested publishing when available any impact

text service has on DNA rates.