Wickham Market Medical Centre Patient Survey Results February 2013

Wickham Market Medical CentreWickham Market Medical Centre

Patient Survey ResultsPatient Survey Results

February 2013February 2013


IntroductionIntroduction

• 327 patients took part in our Surgery 327 patients took part in our Surgery questionnaire. The survey gave them the questionnaire. The survey gave them the opportunity to comment on and rate the opportunity to comment on and rate the service which Wickham Market Medical Centre service which Wickham Market Medical Centre provide.provide.

• This presentation details the results and the This presentation details the results and the actions we have agreed as a result to improve actions we have agreed as a result to improve our service to patients.our service to patients.

• The partners and the patient group would like The partners and the patient group would like to thank all the patients who took part.to thank all the patients who took part.


Patient SurveyPatient Survey

Visits to Doctor Nurse in the last 12 Visits to Doctor Nurse in the last 12 MonthsMonths

• None None 12 12

• Once or Twice Once or Twice 84 84

• Three or four times Three or four times 104 104

• Five or six timesFive or six times 64 64

• Seven times or moreSeven times or more 63 63



Which Surgery Do you Usually Attend?

85

220

0

50

100

150

200

250

Rendlesham

Wickham Market


Patient SurveyPatient SurveyWas your Appointment Routine or Urgent?

58

247

0

50

100

150

200

250

300

Urgent

Routine



Sex of Patients taking part in SurveySex of Patients taking part in Survey

• MaleMale 108108

• FemaleFemale 219219



Long Standing Illness or DisabilityLong Standing Illness or Disability

• YesYes 151151

• NoNo 176176


Patient SurveyPatient SurveyMain table of mean scores as percentages, compared to the GPAQ benchmarks

GPAQ benchmark Mean score Mean score

Q2. Satisfaction with receptionists 75 78.65 78.65

Q3a. Satisfaction with opening hours 67 68.01 68.01

Q4b. Satisfaction with availability of particular Doctor/Nurse 58 64.29 64.29

Q5b. Satisfaction with availability of any Doctor/Nurse 68 71.45 71.45

Q7b. Satisfaction with waiting times at practice 56 57.61 57.61

Q8a. Satisfaction with phoning through to practice 59 72.97 72.97

Q8b. Satisfaction with phoning through to Doctor/Nurse for advice 59 69.16 69.16

Q9b. Satisfaction with continuity of care 68 72.65 72.65

Q10a. Satisfaction with Doctor's/Nurse's questioning 79 85.80 85.80

Q10b. Satisfaction with how well Doctor/Nurse listens 81 87.09 87.09

Q10c. Satisfaction with how well Doctor/Nurse puts patient at ease 82 87.96 87.96

Q10d. Satisfaction with how much Doctor/Nurse involves patient 79 86.69 86.69

Q10e. Satisfaction with Doctor's/Nurse's explanations 81 85.64 85.64

Q10f. Satisfaction with time Doctor/Nurse spends 78 84.06 84.06

Q10g. Satisfaction with Doctor's/Nurse's patience 81 87.39 87.39

Q10h. Satisfaction with Doctor's/Nurse's caring and concern 82 87.45 87.45

Q11a. Ability to understand problem after visiting Doctor/Nurse 69 75.62 75.62

Q11b. Ability to cope with problem after visiting Doctor/Nurse 66 72.63 72.63

Q11c. Ability to keep healthy after visiting Doctor/Nurse 61 69.03 69.03

Q12. Overall satisfaction with practice 78 87.41 87.41

Key: ↑ = highest of the two scores → = bellow GPAQ benchmark

Filter 1 Filter 2



Satisfaction with Opening HoursSatisfaction with Opening Hours

• Very PoorVery Poor 44

• PoorPoor 66

• FairFair 4444

• GoodGood 117117

• Very GoodVery Good 113113

• ExcellentExcellent 4343



Are you aware that we run extra surgeries on Saturday mornings & Tuesday evenings?

115

190

0

20

40

60

80

100

120

140

160

180

200

Yes

No



If you have used this facility how do you rate the extra Surgeries?

223

2 1 314

2540

0

50

100

150

200

250

Not Used

Poor

Very Poor

Fair

Good

Very Good

Excellent



Additional Hours RequestedAdditional Hours Requested

• MorningsMornings 1919

• LunchtimeLunchtime 88

• EveningsEvenings 7979

• WeekendsWeekends 120120

• NoneNone 130130



Extended HoursExtended Hours

• Tuesday Evening at Wickham Market 6.30pm to Tuesday Evening at Wickham Market 6.30pm to 8.00pm8.00pm

• Saturday Morning at Wickham Market 8.30am to Saturday Morning at Wickham Market 8.30am to 11.45pm11.45pm

• One Saturday a month is offered at the One Saturday a month is offered at the Rendlesham SurgeryRendlesham Surgery

• Extended hours appointments are for pre booked Extended hours appointments are for pre booked appointments onlyappointments only


Additional Hours Requested Additional Hours Requested at Rendlesham Surgeryat Rendlesham Surgery

• Extra GP session at Rendlesham every Extra GP session at Rendlesham every other Mondayother Monday

• Rendlesham Surgery is open until 6.30pm Rendlesham Surgery is open until 6.30pm on Mondays and Wednesdays.on Mondays and Wednesdays.

• Rendlesham Surgery is Open on Friday Rendlesham Surgery is Open on Friday Afternoons until 5.30pmAfternoons until 5.30pm

• Prescribing pharmacist will be available at Prescribing pharmacist will be available at Acer Road Pharmacy, Rendlesham in the Acer Road Pharmacy, Rendlesham in the near future to deal with minor ailments etc near future to deal with minor ailments etc



Availability of Particular GP/NurseAvailability of Particular GP/Nurse

• Same daySame day 3939• Next working dayNext working day 5454• Within 2 working daysWithin 2 working days 8282• Within 3 working daysWithin 3 working days 4747• Within 4 working daysWithin 4 working days 4444• 5 or more working days5 or more working days 4646• Does not applyDoes not apply 1515



Same day Urgent Availability of DoctorSame day Urgent Availability of Doctor

• YesYes 236236

• NoNo 1515

• Don’t know/never needed toDon’t know/never needed to7676



Satisfaction with Waiting Times at The PracticeSatisfaction with Waiting Times at The Practice

• Very poorVery poor 00

• PoorPoor 2222

• FairFair 111111

• GoodGood 107107





Action re GP Waiting TimesAction re GP Waiting Times

• GP’s continually reviewing how their GP’s continually reviewing how their surgeries are set upsurgeries are set up

• Inserting catch up slotsInserting catch up slots

• Emergency clinic introduced with effect Emergency clinic introduced with effect from April 2012 – extended start time of from April 2012 – extended start time of clinic December 2012clinic December 2012



Have you used the Emergency Clinics and if so how did you rate them?

213

2 2 4 11

38 35

0

50

100

150

200

250

Not Used

Poor

Very Poor

Fair

Good

Very Good

Excellent



How do you book your appointment generally?

4148

216

0

50

100

150

200

250

ATB

Online

Reception



If you have used the telephone system how would you rate it?

98

5

31

8883

0

20

40

60

80

100

120

Not used

Fair

Good

Very Good

Excellent



More advertising required to inform patients of More advertising required to inform patients of the various methods of booking appointmentsthe various methods of booking appointments

• Improvement since last year but more work to Improvement since last year but more work to be donebe done

• Advertise on websiteAdvertise on website

• Advertise in the newsletterAdvertise in the newsletter

• Advertise on posters in the waiting room etcAdvertise on posters in the waiting room etc



Satisfaction with Phoning through to the Satisfaction with Phoning through to the practicepractice

• Very PoorVery Poor 00

• PoorPoor 77

• FairFair 2020

• GoodGood 116116





Satisfaction with phoning through to Doctor or Nurse for Satisfaction with phoning through to Doctor or Nurse for adviceadvice

• Very PoorVery Poor 22• PoorPoor 44• FairFair 1919• GoodGood 6363• Very GoodVery Good 4747• ExcellentExcellent 3131



Telephone appointments can be made w ith Dr or Nurse. Were you aware of this?

58

247

0

50

100

150

200

250

300

No

Yes



Telephone Appointments with GP and NurseTelephone Appointments with GP and Nurse• Previous survey 64% patients rated service very good Previous survey 64% patients rated service very good

or excellentor excellent

• This year 71% patients rated service very good or This year 71% patients rated service very good or excellentexcellent

• Improvement since last survey but more advertising Improvement since last survey but more advertising required to inform patients that these appointments required to inform patients that these appointments are availableare available

• Advertise on websiteAdvertise on website

• Advertise in the newsletterAdvertise in the newsletter

• Advertise on posters in the waiting room etcAdvertise on posters in the waiting room etc



How would you rate the service provided at Wickham Market Dispensary?

93

3

18

35

59

97

0

20

40

60

80

100

120

Not Used

Poor

Fair

Good

Very Good

Excellent



• At the time of the previous survey At the time of the previous survey the Dispensary team had seen a the Dispensary team had seen a number of changes over the previous number of changes over the previous twelve monthstwelve months

• Previous survey only 17% of patients Previous survey only 17% of patients felt the service was excellentfelt the service was excellent

• 81% patients now find service 81% patients now find service excellentexcellent



How would you rate the service provided by the Pharmacy at Rendlesham Surgery?

176

1 721

72

0

20

40

60

80

100

120

140

160

180

200

Not Used

Poor

Fair

Good

Excellent



Customer ServiceCustomer Service

• The practice has implemented a services The practice has implemented a services protocol and continually strives to provide protocol and continually strives to provide an excellent customer servicean excellent customer service

• Reception staff attended customer service Reception staff attended customer service training in December 2012, other training training in December 2012, other training days for all staff are planned in 2013days for all staff are planned in 2013



How would you rate the overall service provided by your practice?

1 18

56

111

131

0

20

40

60

80

100

120

140

Poor

Very Poor

Fair

Good

Very Good

Excellent



Patient Comments detailing why they provided the rating in the Patient Comments detailing why they provided the rating in the previous slideprevious slide

POSITIVEPOSITIVE

• Highly qualified and caring Doctors and NursesHighly qualified and caring Doctors and Nurses

• Happy to see any DoctorHappy to see any Doctor

• A great service providedA great service provided

• A lot of GP practices have bad press, Wickham Market Surgery is A lot of GP practices have bad press, Wickham Market Surgery is one of the best – we are lucky to have itone of the best – we are lucky to have it

• Friendly efficient service Friendly efficient service

• Always feel the staff here care about their patientsAlways feel the staff here care about their patients



Patient Comments detailing why they provided the rating in the Patient Comments detailing why they provided the rating in the previous slideprevious slide

NEGATIVENEGATIVE

• Automated phone service not always workingAutomated phone service not always working

• Sometimes the appointment wait has been longer than Sometimes the appointment wait has been longer than acceptableacceptable

• Not enough time to discuss everything, a bit rushedNot enough time to discuss everything, a bit rushed



Other comments regarding the service Other comments regarding the service

the practice providesthe practice provides

• More appointments at RendleshamMore appointments at Rendlesham

• All day opening at RendleshamAll day opening at Rendlesham

• Very intense in the waiting room – TV or MusicVery intense in the waiting room – TV or Music

• Poor Car Parking always too fullPoor Car Parking always too full

• It would be nice to ring and get an appointment on the It would be nice to ring and get an appointment on the same daysame day

• Post box where repeat prescriptions can be placed out of Post box where repeat prescriptions can be placed out of hourshours

Documents

Wickham Market Medical Centre Patient Survey Results February 2013