The Cedars Surgery

PPG/GP Practice Survey Results

15th March 2013

Prepared for The Cedars Surgeryby the Participation & Insight Team, KMCS.

Confidential: Not to be copied or distributed without permission

Survey Objectives

1. Gather a broad range of patient views about the practice

2. Develop an Action Plan to address patient needs and suggestions

What was done and when?• The survey was conducted in February/March

2013.• Paper surveys were available and patients could

also complete the survey online.• A total of 170 responses were received

• 130 (approx.) were completed on paper • 40 (approx.) were completed online

• The number of registered patients for The Cedars is 9666 representing a response rate of 2%.

• Last year 136 responses were collected.

Headlines (1 of 2)• The vast majority of respondents (86%) would be very or fairly

likely to recommend The Cedars Surgery to a friend.• These findings reflect the trends in the GP National Patient

Survey in which 71% of respondents would definitely or probably recommend the surgery to someone who has just moved to the area.

• Staff were identified by the majority of respondents as being particularly good, including doctors, nurses and reception.

• Half of the respondents were not aware of the practice website.

Headlines (2 of 2)• Out of the proposed improvements respondents felt that having

health information and advice about minor aliments and long term conditions, at the surgery would be the most useful.

• When asked generally for improvements, the most popular comment was to have continuity of care and see the same GP.

• Other suggestions included:- reducing waiting times for appointments, on reception, and on the telephone. - improving the privacy at reception.- having more early morning/evening and weekend appointments available.- improving the toilets.

RESPONDENT PROFILE

The majority of the respondents were female and the majority were 55 and over

Base: Q7 Gender: all responding: 152; Q8 Age: all responding: 160

Gender Age

These figures reflect the demographics of the practice.

Respondents were predominantly “White British/Irish” and three quarters do not have any children under 16

living at home

Ethnicity Children under 16 at Home

Base: Q11 Ethnicity: all responding: 158; Q9 Children under 16 at home: all responding: 157

This ethnicity profile represents the surgery demographics which include: 1.8% Black, 1.8% Chinese, 1.8% other non-white ethnic groups, 94.6 White British or Irish.

DETAILED RESULTS

The vast majority of respondents agreed that they would recommend the practice to a friend

Excellent Doctors and nurses.

Very helpful at reception.

Base: Q1 Recommending practice to a friend: 160

The chart below details the results from the GP National Patient Survey January to September 2012

For full details of the GP National Patient Survey please visit: http://results.gp-patient.co.uk/report/10/result.aspx

Q29. Recommending GP surgery to someone who has just moved to the local area

Base: 175

Half of respondents were not aware of the practice website

Base: Q2 Awareness: all responding 167

Two-fifths of respondents were not aware of the availability of long term contraception or minor surgery at the surgery

Base: Q2 Awareness Cont: 167

The vast majority considered the quality and care received from nurses and doctors to be excellent or

good.

Base: Q3 Rating of Practice; 160-166 NB only displaying scores of 4% or more

Poor Fair Good Excellent

A quarter of respondents felt that the level of privacy at reception was poor and a third felt the ability to get

through on the phone quickly was poor.

Base: Q3 Rating of Practice; 159-163

Poor Fair Good Excellent

The most popular improvement was to have health information and advice about minor ailments and long term conditions in

the surgery.

Base: Q6 Possible improvements: all responding 162

* Please see the survey for full wording of question

Particularly Good• The majority of respondents commented that what

was particularly good about the practice was the: Excellent staff, including the doctors, nurses and receptionists (66 respondents).

• Another theme mentioned by a small number of respondents (8) was the convenience of having blood tests performed at the surgery.

Base: Q5 Particularly good: 105 responded to this question with positive comments

Being treated politely and with respect at all times. An understanding and friendly

attitude by my GP and nurses. Efficient and helpful.

Being treated politely and with respect at all times. An understanding and friendly

attitude by my GP and nurses. Efficient and helpful.

I find that everyone, Doctors, nurses and

receptionists are always very helpful.

I find that everyone, Doctors, nurses and

receptionists are always very helpful.

The good thing about this surgery is that you can have a blood test on site.

The good thing about this surgery is that you can have a blood test on site.

Improvements (1 of 2)• One of the most popular improvements was to have

continuity of care and see the same GP (22 respondents).

• The other most popular improvement was to reduce waiting times; for appointments, at the reception desk and also on the telephone (19 respondents).

Base: Q4 Improvements: all responding 115

It would be nice to build a rapport with a certain doctor but every time I come up for me or my mother we see different

doctors…

It would be nice to build a rapport with a certain doctor but every time I come up for me or my mother we see different

doctors…

Continuity of contact with the same doctor is important.

Continuity of contact with the same doctor is important.

It often takes a very long time to get through on the phone to a make an appointment or query

It often takes a very long time to get through on the phone to a make an appointment or query

Able to see GP more quicklyAble to see GP more quickly

Improvements (2 of 2)

Base: Q6 Improvements cont: all responding 80

• Another popular theme was to improve the level of privacy at reception (15 respondents).

• Other suggested improvements included:- having early/evening and weekend appointments available (10 respondents)- better, cleaner toilets (4 respondents)

Base: Q4 Improvements cont: all responding 115

Offer more privacy at the reception desk.

Offer more privacy at the reception desk.

Privacy screen so not advertising to the whole waiting area the problem I havePrivacy screen so not advertising to the whole waiting area the problem I have

The survey generated some interest in joining the PPG.

Base: Q12 Joining PPG: 13

* Some respondents may already be a member of the PPG

Next Steps• Finalise report and share:

– With all practice staff– With Patient Participation Group (PPG)

• Discuss results and develop action plan• Agree implementation of action plan• Publicise findings and agreed actions to wider

patient group• Agree timetable for review of performance

against action plan