PATIENT SURVEY REPORT 17-18

Table of Contents

Contents	Page	
Title	1	
Contents	2	
Appendix 1 - Background	3	
Appendix 2 – How did we do it?	3	
Appendix 3 – Results 	4-7	
Appendix 3.1 – Demographics	8	
Appendix 4 – Comments & Suggestions	9-10	
Appendix 5 – Publication of Report	11	

Appendix 1 - Background

Some quality aspects are best assessed by gathering feedback from patients. The surgery identified the different aspects of GP care which are most highly valued by patients. These include:

•	Availability & Access to the Surgery
•	Building conditions
•	How do find the service offered by Administration & clinical staff
•	Waiting times
•	Communication skills
•	Would you recommend our Surgery

 In order to assess these aspects of care we devised our own practice questionnaire. 

Appendix 2 – How did we do it?

The patient list size of Dunrobin Street Medical Centre is 5498 (26th July 2017); our target was to gather 138 questionnaires (2.5%) of the practice population over a month period starting from 24th June 2017 – 24th July 2017. 

The survey was accessible on-line via the practice website & Facebook page was also available at reception in paper form. 

We acquired the desired number of surveys in 28 days. Our patients completed surveys, which equates to 2.7% of the practice population.

Appendix 3 - Results:

Q1. How satisfied are you with the opening hours at the surgery? 
Very  						74%
Fairly						24% 
Neither satisfied nor dissatisfied			3%
Dissatisfied					0%
Don’t know opening hours			0%
No response					0%

Q2. How easy do you find getting into the building at the surgery?
Very easy					59%
Fairly easy					40%
Not very easy					1%
Not at all easy					0%
No response					0%

Q3. How clean is the GP surgery? 
Very clean					64%	
Fairly clean					35%
Not very clean					0%
Not at all clean					0%
Don’t know					0%
No response					1%

Q4. In the reception area, can other patients overhear what you say to the receptionist? 

Yes, but don’t mind				78%
Yes and I am not happy about it			21% 
No, other patients can’t overhear			1%	
Don’t know					0%
No response					0%

Q5. How helpful do you find the receptionist at the surgery?           

Very  						70% 
Fairly  						24%
Not Very 					2%
Not at all					0%	
No response					3%

Q6. How easy was it to get an appointment for the time	
you wanted? 
Very easy					39%
Fairly easy					57%
Not very easy					3%
No response					1%

Q7. How long after your appointment time do you normally wait to be seen? 
I am normally seen on time			51%
0-15 minutes					40%
15-30 minutes					6%
Over 30 minutes				3%
No response					0%

Q8. Were you able to see the GP or Nurse that you wanted to see? 
Yes						45% 
Did not want to see specific GP/Nurse 		51%
No						4%	
No response					0%

Q9. How do you rate the Doctors?			
Excellent					36% 
Good						40%
Neither good nor poor				20%
Poor						1%
I don’t rate the Doctors				0%
No response					4%

Q10. How do you rate the Nurses?			
Excellent					29%
Good						44%
Neither good nor poor				19%
Poor						0%
I don’t rate the Nurses				7%	
No response					2%

Q11. We would like you to think about your recent experiences of 
our service. How likely are you to recommend our GP Practice
to your Friends and Family if they needed similar treatment or care?	

Extremely likely					36% 
Likely						42%
Neither likely or unlikely				13%
Unlikely						1%
Extremely unlikely				0%
Don’t know					2%
No response					0%

*Percentages may not equal 100 due to rounding*

Demographics
Male						39%
Female						58%
No response					5%

Age
0 – 30 						13%
31 – 65						59%
65+						20%	
No response					8%

*Percentages may not equal 100 due to rounding*

Positive comments

•	Mostly Happy has an all-round good service from making an appointment to seeing dr or nurse
•	I would like to thank both staff and doctors for their help sorting out health problems and generally looking after our family
•	Excellent Service
•	Great Surgery, everyone is always happy to help 
•	Very good surgery
•	Receptionists are great, always happy and go out of their way to help
•	Very helpful Reception staff
•	Good communication, willing to listen, at this time I am very satisfied with my care
•	Staff are great
•	Very helpful
•	Great surgery
•	I have no problems with this surgery
•	Staff very friendly
•	Never had any problems
•	Friendly staff
•	Good surgery very professional and helpful staff
•	Always looked after extremely well
•	Nice Surgery easy to get an appointment
•	Never had any trouble waiting for an appointment or unsatisfactory service – would recommend 
•	Very, very good
•	Quite satisfying
•	All of the staff are very approachable and informative
•	Very happy with Dr Arepalli, lovely man

Negative Comments

•	Rang from 8:30 – 10:30 for appointment approximately 20 calls then visit the surgery and had to wait two days. 
•	Not happy with recent minor surgery experience. Been at this surgery for years and the doctor who performed the surgery did not even know I was on warfarin and this made the surgery uncomfortable and problematic
•	It will be interesting to repeat this in 6 months’ time when I use the doctors’ more. Dr Chand is my doctor and I have no problems with him
•	Link to pharmacy could improve. 

Feedback form Practice Meeting regarding Patient Survey

Q4. In the reception area, can other patients overhear what you say to the receptionist? 
Yes, but don’t mind				78%
Yes and I am not happy about it		21% 
No, other patients can’t overhear			1%	
Don’t know					0%
No response					0%

Practice Response:

Open plan reception areas are being introduced across private, voluntary and public sectors. The open plan is designed to reduce stress & anxiety whilst providing a welcoming experience. No calls will be taken at the front desk and the queue sign located in the reception area should provide confidentiality; allowing the patient to discuss queries with the receptionist. If the patient would like a chat in private the patient would need to pass a ‘Confidentiality Card’ to the receptionist (located at the front desk). Once the receptionist has received the card, they will guide the patient to a private room. 

•	Rang from 8:30 – 10:30 for appointment approximately 20 calls then visit the surgery and had to wait two days. 

Practice Response:

Calls made between 08:30 & 10:30 are generally the busiest time of the day and waiting times may vary.  Although during the time of this survey the practice had been made aware of an issue with the telephone lines which has since been rectified.

•	Not happy with recent minor surgery experience. Been at this surgery for years and the doctor who performed the surgery did not even know I was on warfarin and this made the surgery uncomfortable and problematic

Practice Response:

The practice cannot comment on individual complaints/issues, if there had been any issue during a consultation the practice suggests that the patient puts a complaint into the practice manager who can investigate the matter further. 

•	It will be interesting to repeat this in 6 months’ time when I use the doctors’ more. Dr Chand is my doctor and I have no problems with him

Practice Response

Our practice survey takes place annually. The practice surveys will be disseminated widely in one years’ time. 

•	Link to pharmacy could improve. 

Practice Response

The EPS system is utilised nationally. Although there have been teething issues the practice cannot change anything locally to improve the link from pharmacies to general practice. Any issues should be taken directly with either party to ensure any issue is rectified immediately. The Electronic providing service is optional and the EPS link can be removed by contacting either the Pharmacy or GP Practice. 

Publication of this Report

This is how the Patient survey report for 2017-2018 has been publicised and circulated:-

•	The report is available at the reception desk
•	There is a link on the Facebook page
•	The report is on our website: www.dunrobinstreetmedicalcentre.co.uk

Ross Harrison
E-mail: ross.harrison@northstaffs.nhs.uk
Published 31st July 2017