Wickham Market Medical Centre Patient Survey Results March 2012

Wickham Market Medical CentreWickham Market Medical Centre

Patient Survey ResultsPatient Survey Results

March 2012March 2012


IntroductionIntroduction

• 230 patients took part in our Surgery 230 patients took part in our Surgery questionnaire. This gave them the questionnaire. This gave them the opportunity to comment on and rate the opportunity to comment on and rate the service which Wickham Market Medical service which Wickham Market Medical Centre provide.Centre provide.

• You will find the results of the survey to You will find the results of the survey to follow and any actions we have taken as a follow and any actions we have taken as a result to improve our service to patients.result to improve our service to patients.

• Thank you to the patients who took part.Thank you to the patients who took part.


Patient SurveyPatient SurveyVisits to the Dr/Nurse in the last 12 mths

01020304050607080

None Once ortwice

Threeor fourtimes

Five orsix

times

Seventime ormore

Number


Patient SurveyPatient Survey

Which Surgery do you usually attend?

19

201

0

50

100

150

200

250

Rendlesham

Wickham Market



Rendlesham SurgeryRendlesham Surgery

• As the majority of the patients that completed the As the majority of the patients that completed the survey usually attend the Wickham Market survey usually attend the Wickham Market Surgery, it has been agreed that the survey Surgery, it has been agreed that the survey carried out in 2012 will also be actioned/based at carried out in 2012 will also be actioned/based at the Rendlesham Surgerythe Rendlesham Surgery



Age

35

58

73

3329

2

0

10

20

30

40

50

60

70

80

0-24 25-44 45-64 65-74 75-84 85+

Age


Patient SurveyPatient SurveySex of Patients taking part in the survey.

87

143

0

20

40

60

80

100

120

140

160

Male Female

Sex



Was your appointment routine or urgent?

164

56

0

20

40

60

80

100

120

140

160

180

Routine

Urgent



Long standing illness,disability in the last 12 months.

104

126

0

20

40

60

80

100

120

140

Yes No



Satisfaction with opening hours

1 218

85104

20

0

20

40

60

80

100

120



Additional Hours Requested

104

45

78

106

0

20

40

60

80

100

120

Mornings Lunchtime Evenings Weekends None



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 Fridayother Friday

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

• 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 Doctor/Nurse

13

34

75

40

27 31

10

01020304050607080

SameDay

Nextworking

day

Within 2working

days

Within 3working

days

Within 4working

days

5 or moreworking

days

Does notapply



Continuity for seeing the same Doctor/Nurse

40

97

3241

8 20

20

40

60

80

100

120

Always Almostalways

A lot of thetime

Some ofthe time

Almostnever

Never



Ability to be seen urgently by a Doctor on the Same Day

164

11

55

0

50

100

150

200

Yes No Don't know/neverneeded to



Satisfaction with waiting times at practice

415

74

90

35

12

0

20

40

60

80

100

Very Poor Poor Fair Good Very good Excellent



Action re GP Waiting TimesAction re GP Waiting Times

• GP’s reviewing how their surgeries are set GP’s reviewing how their surgeries are set upup

• Inserting catch up slotsInserting catch up slots

• Emergency clinic introduced with effect Emergency clinic introduced with effect from April 2012from April 2012



Satisfaction with phoning through to the practice

1 2

20

7688

34

0

20

40

60

80

100

Very Poor Poor Fair Good Very Good Excellent



Satisfaction with phoning through to the Doctor for advice

2 2

16

35 36

16

05

10152025303540

Very Poor Poor Fair Good Very Good Excellent



How do you book your appointments generally?

35 42

143

0

20

40

60

80

100

120

140

160

Automated TelephoneBooking

Online

Reception



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

appointmentsappointments

• Advertise on websiteAdvertise on website

• Advertise in the newsletterAdvertise in the newsletter

• Advertise on posters in the waiting room Advertise on posters in the waiting room etcetc



Were you aware of the telephone appointments service?

37

183

0

50

100

150

200

No

Yes



If you have used the telephone appointments service how would you rate it?

37

52

39

101

81

0

20

40

60

80

100

Excellent

Very Good

Good

Fair

Very Poor

Not Used



Telephone Appointments with GP and NurseTelephone Appointments with GP and Nurse

More advertising required to inform patients More advertising required to inform patients that these appointments are availablethat these appointments are available


• Advertise in the newsletterAdvertise in the newsletter

• Advertise on posters in the waiting room Advertise on posters in the waiting room etcetc



How would you rate the service provided by Dispensary?

40

121

47

111

0

20

40

60

80

100

120

140

Excellent

Good

Fair

Poor

Very Poor



• The Dispensary team have seen a The Dispensary team have seen a number of changes over the past number of changes over the past twelve monthstwelve months

• New pharmacy opened at New pharmacy opened at RendleshamRendlesham

• Acer Road Pharmacy open from Acer Road Pharmacy open from 8.30am to 5.30pm each day and 8.30am to 5.30pm each day and 6.30pm on Monday and Thursday6.30pm on Monday and Thursday



If you have had a blood test in the last 12 months how would you rate the service you received?

Not Seen

ExcellentVery Good

Good

FairPoorVery Poor

0

10

20

30

40

50

60

70

80Not Seen

Excellent

Very Good

Good

Fair

Poor

Very Poor


Patient GroupPatient Group

Services patients would like Services patients would like

available at the practiceavailable at the practice

• Well Man/Woman ClinicsWell Man/Woman Clinics

• PodiatryPodiatry

• Dietary/Slimming adviseDietary/Slimming advise

• AccupunctureAccupuncture

• Mental Health ClinicMental Health Clinic



Actions re New Service RequestsActions re New Service Requests

• Some of the services requested such as Well Man/Woman clinics Some of the services requested such as Well Man/Woman clinics are already being delivered at the practice but patients not awareare already being delivered at the practice but patients not aware

• More advertising is required to ensure that patients are aware of More advertising is required to ensure that patients are aware of the services available to patients at the practicethe services available to patients at the practice


• Advertise in the newsletter/patient leafletAdvertise in the newsletter/patient leaflet

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



Comments received from Patients Comments received from Patients

• ‘‘Always found that the practice staff and Doctors Always found that the practice staff and Doctors have provided a very good service, excellent in have provided a very good service, excellent in fact’fact’

• ‘‘Overall very pleased with all the service’Overall very pleased with all the service’

• ‘‘Customer service could be better in some areas’Customer service could be better in some areas’

• ‘‘Reception staff very helpful’Reception staff very helpful’

• ‘‘Very satisfied with this practice’Very satisfied with this practice’



Customer ServiceCustomer Service

• The practice has agreed to implement The practice has agreed to implement a Services Protocol for all staff to a Services Protocol for all staff to encompass excellent customer focus encompass excellent customer focus and communication skillsand communication skills



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

60

97

50

101 2

0

20

40

60

80

100

120

Excellent

Very Good

Good

Fair

Poor

Very Poor

Documents

Wickham Market Medical Centre Patient Survey Results March 2012