Download Detailed Report 2012/13

Dr Simon Chatfield
MB BS DRCOG MRCGP
THE NEVELLS ROAD SURGERY
Dr Tim Ramsbottom
MA BM BCh DCH DRCOG DFFP
Dr Andy Young
BSc MB BS DCH MRCGP
Dr Melanie Lacy
BSc MB BS DRCOG DFFP MRCGP
Dr Kalyan Bollam
Nevells Road
Letchworth Garden City
Hertfordshire
SG6 4TS
Tel: 0844 477 1796
Fax: 0844 477 1797
MB BS MRCGP
PATIENT PARTICIPATION
DETAILED REPORT 2012/13
CONTENTS:
Page
1
Title
Title Page / Contents
2
2
3
5
Development of the Patient Reference Group (PRG)
7
7
7
Agreeing priority areas with the PRG
8
8
9
Collating patient views through local practice survey
11
11
11
12
Practice action plan
14
Appendices
Background
Practice population background
Recruitment into the PRG
Background
Feedback from PRG
Background
Results of patient survey
Discussing results with PRG
Action points
Practice Action Plan
We would like to take this opportunity to thank everyone involved in the Patient
Reference Group, and who has taken the time to provide their feedback and
thoughts. If you are interested in being a PRG member, please ask at reception
for a leaflet. We would particularly like to hear from you if you are aged 18 – 30.
Development of the Patient Reference Group (PRG)
1
Background
The Nevells Road Surgery is a long established partnership of 5 doctors, offering
a full range of primary medical services in Letchworth. We currently have a list
size of approximately 9,300 patients, and our current practice area is the SG6
postcode area, however, if you are an existing patient and move to the Fairfield
Park area, you can remain registered.
The surgery is open from 8am - 6.30pm, Monday – Friday, except for Thursdays
between 1pm – 2pm. You can visit the surgery during these opening hours. The
surgery can be contacted by phone Monday – Friday, 8am – 6.30pm. We are
only able to deal with emergency problems over the phone between 1pm – 2pm.
We also currently provide an extended hours service for routine nurse
appointments on a Tuesday evening (6.30pm – 8.50pm), and 1 Saturday
morning per month (8.30am – 10.50am).
When the surgery is closed, patients are diverted to the new “111” service who, if
appropriate, will direct patients to the current out of hours service, Herts Urgent
Care.
As part of the GP contract, surgeries are invited to provide certain enhanced
services. In 2011, a Patient Participation enhanced service was offered which
the practice was keen to be involved in, as it believed it would be beneficial to
patients and to the practice as a whole.
The Nevells Road Surgery virtual Patient Reference Group was started in 2011,
where opinions are sought from patients to help determine priority areas for the
practice to investigate by way of a patient survey, and to then devise an action
plan based on the findings. The action plan last year identified 3 action points:
 Providing information on the various options available regarding
appointments
 Promoting the use of telephone consultations
 Running a trial of having a proportion of pre-bookable appointments
available to book online
The practice addressed these points by:
 Updating information on our website regarding the various appointment
options available (including same day urgent requests, next day
appointments, pre-bookable appointments, and nurse appointments).
 Providing information on our waiting room display screen on the various
appointment options available.
 Designing a leaflet which was made available at reception detailing the
various appointment options.
2


Provided information on telephone consultations, including guidance on
when this type of appointment may be appropriate on our website, waiting
room display screen, and in the patient leaflet (as detailed above).
Implementing a trial system to allow patients to arrange pre-bookable
appointments online. We have monitored and reviewed the system. The
trial was extended beyond 3 months, as only a small number of patients
registered initially. However, as more patients become aware of the
service, more continue to register (currently 69 patients have registered).
The practice is committed to continue to develop a virtual Patient Reference
Group (PRG), which reaches the broadest cross section of its community. A
virtual group was established in 2011/12. It was decided a virtual group, rather
than a face to face group would be most beneficial to the practice and the patient
population because:
 Due to the constraints of the building, it would not be possible to hold a
face to face meeting with as many people as with a virtual group, allowing
for a larger group of patients to seek views from.
 It allows for those patients who are not mobile to be involved with the
group (e.g: elderly / disabled patients).
 Alternative arrangements (written or verbal communication) have been
made available for those patients who wish to be involved but do not have
internet access to be able to be involved (e.g: visually impaired patients).
 Allows involvement from patients who may be too busy to attend
meetings, or are unavailable at the time that meetings could be arranged
(e.g: due to work / family commitments).
It was felt that the same benefits were still present in 2012/13, and so the PRG
continued as a virtual group for the current year.
Practice population profile
The practice looked at the demographics of the practice population in 2011/12.
This was repeated for 2012/13 to determine the types of patients the practice
would ideally like to be involved in the PRG to make it as representative as
possible of the practice population. The following demographics were looked at
as at 30.10.2012:
Age
Sex
Ethnicity
Chronic disease prevalence / special care groups
Current list size as at 30.10.2012 = 9331, age range split as follows:
3
Age range of practice population
1391, 15%
1937, 21%
0-17
18-30
1008, 11%
31-40
41-50
1264, 14%
51-60
1046, 11%
1439, 15%
61-70
71+
1246, 13%
Sex breakdown as follows:
Sex breakdown of practice population
5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0
4710
4621
Female
Male
Ethnicity has been recorded for new registrations since 01.04.2006, and patients
registered since this date (and are still registered) was used to determine the
ethnicity breakdown of the practice population (group of 3144 patients):
4
Ethnicity breakdown of practice population
82, 3%
189, 6%
13, 0%
41, 1%
White British / Other
53, 2%
White / Black Mixed
65, 2%
White / Asian Mixed
Asian or Asian British
Black or Black British
Chinese
2701, 86%
Ethnicity not given
The practice also looked at disease prevalence and special care groups:
% of practice population with the following conditions
C
KD
Le
O
ar
be
ni
si
ng
ty
di
sa
bi
li t
ie
s
N
ur
si
ng
/re
si
de
C
nt
H
ia
D
lh
/A
om
F/
he
es
ar
tf
ai
lu
re
St
ro
H
ke
yp
er
te
ns
io
n
D
i
a
C
b
O
et
PD
es
/a
st
hm
a
Ep
i le
ps
y
Th
yr
oi
d
C
an
M
ce
en
r
ta
lh
ea
lth
D
em
en
tia
15.99
18
16
14
12
8.46
8.13
10
7.38
5.88
8
3.63
6
2.23 1.09 1.18 2.31
2.01
4 0.76
0.79
0.41
2
0
The findings showed similar results to 2012/13, and therefore, for the PRG to be
as representative of the practice population as possible, the practice would
ideally still like:
A fairly equal mix of age ranges
A fairly equal mix of male and female patients
Representation from the minority ethnic groups
Representation from patients with chronic diseases or special care groups.
Recruitment into the PRG
The practice managed to recruit 42 patients during 2011/12. This was done by:
 Having leaflets available in the reception area, and advertising on the
waiting room display board to advertise to patients who attend the surgery.
5
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Having leaflets available for doctors to distribute during home visits to
advertise to those patients who do not visit the practice.
Having information on repeat prescription slips to advertise to those
patients who use the surgery but do not necessarily attend the surgery
regularly.
Having information on the practice website to advertise to those patients
who do not necessarily visit or use the services of the surgery regularly.
At the beginning of 2012/13, the 42 patients involved in the PRG were split as
follows:
 33 are involved with the PRG by email contact, and 7 by postal
communications
 25 female and 17 male
 12 aged 31-50, 18 aged 51-70, and 12 aged 71+
 38 White British, 1 Chinese, and 3 Asian
 23 patients have chronic diseases
The mix of patients involved in the PRG is therefore representative of the current
practice population, and is a reasonable number of patients to seek views from.
However, it was noted that there was no representation from patients in the 1830 age group.
The practice has continued to advertise the PRG in the waiting room, and on our
website, to promote the PRG to both patients who attend the surgery, and those
who may not regularly. We welcome any new applications from any patients to
join the PRG. However, in an attempt to encourage patients from the 18-30 age
group to join, the focus during 2012/13 was to try to recruit patients from this age
range. The leaflet devised during 2011/12 was used (see appendix 1) and was:
 Available to receptionists to hand out to patients within this age range
 Nurses had leaflets to give to patients within this age range (e.g:
promoting the PRG to mum’s when they attended for their child’s
vaccinations).
 Doctors had leaflets to give to patients within this age range when they
attended for appointments.
 Reminders were added to the appointment screen to remind doctors to
promote PRG to patients within this age range.
Unfortunately, despite the practice’s best endeavours over a 4 month period
(beginning of July to end of October), we were unable to find patients within this
age range who wished to be involved in the PRG. It was therefore decided to
focus attention on the patients who were already involved in the PRG, and
continue to advertise the PRG generally in the waiting area, and website, and
opportunistically promote to the 18-30 age group.
6
Agreeing priority areas with the PRG.
Background
The practice reviewed the latest results of the National GP patient survey, the
most recently published Balanced Scorecard, and reviewed the previous years
complaints. The practice also looked at the results of the previous year’s patient
survey, along with the action points agreed with the PRG from last year. From
these, the practice identified possible priority areas for 2012/13 as:
 Overall medical care (treatment and care given by doctors and nurses)
 Telephone system (ease of getting through to the surgery by phone)
 Appointment system (ease of booking an appropriate appointment, and
analysis of impact on system following the action points carried out from
the previous survey)
 Building size and facilities
 Web based systems for patients (including analysis of online
appointments trial (action point from previous years survey), and
possibility of ordering repeat medications online)
Although the practice had identified the above as possible action points, we were
extremely interested to hear of any other areas the PRG may feel were
important. The practice therefore asked the PRG their thoughts on the above
suggestions, but also asked for any other suggestions that patients may have. A
communication was sent during September by email (or by post to those who
requested) asking for their thoughts and asking for any other areas which they
felt were important to help decide the areas the practice should focus on for a
patient survey (see appendix 2).
In addition, PRG members were asked to forward any general thoughts / ideas /
suggestions both when the action points were being reviewed by the PRG at the
end of last year, and when the final survey results and action points from last
year were distributed to the PRG members, however, we did not receive any
comments back from these requests.
Feedback from PRG
Patients were asked to rank their decisions on priority areas based on their
opinion of importance. The top 3 identified by each patient were given a score of
3 for the highest importance, 2 for the middle, and 1 for the lowest. The table
below shows the totals:
Overall
medical care
19
Telephone
system
7
Appointment
system
13
Building size
and facilities
3
Web based
systems
9
7
The practice also received the following suggestions regarding priority areas from
the PRG following the communication in September 2012:
1 x lab analysis facilities
1 x reception handling
1 x face to face meetings
and
1 x further comment on overall medical care
1 x further comment on appointment system
2 x further comments on building size and facilities
2 x further comments on telephone system
5 x further comments on web based systems
The responses received from members of the PRG were reviewed and
discussed at a partners meeting. The areas deemed as most important to the
respondents were identified as overall medical care, and the appointment
system. Also, although the telephone system and web based systems had
similar scores, it was noted that a lot of the additional comments received related
to web based systems, and so it was decided this also appeared to be of
importance.
It would not be possible to look into every area identified by every person, and
therefore, it was decided that the survey for 2012/13 should focus on the 3 main
priority areas identified by the PRG, which were:
 Overall medical care
 Appointment system
 Web based systems
Collating patient views through local practice survey
Background
Overall medical care and the appointment system were also identified last year
as priority areas. It was therefore decided to repeat some of the questions used
in last years survey this year. This would then allow for direct comparisons, to
see if there has been any improvement or decline this year compared to last
year. It would also help to see if there had been any changes following the
action points taken from last year’s plan.
The NAPP website’s resource centre was used to help determine the wording of
questions. A draft version of the survey was also sent to the PCT for feedback
(see appendix 3 for the final version of the patient questionnaire).
Questionnaires were handed out to patients in the waiting room during November
and December. Questionnaires were also sent to the members of the PRG for
completion either by email or post if required (see appendix 4 for covering note to
8
PRG members). It was decided to hand out questionnaires to patients attending
the surgery rather than by a postal or online survey, as it makes it easier to
monitor the number of responses received compared to the number distributed.
Also, as the questions are based on patient’s experiences of medical care and
the appointment system, it was important to seek the views of patients who
attended the surgery and had recently used the services.
The practice aimed for 250 questionnaires to be completed (based on having 5
partners, and a population of approximately 9300).
Results of patient survey
The results of the survey were collated (see appendix 5 for the full results).
Where the same questions were asked this year as last year, the previous years
results were also included. Being able to analyse last years results with this
years results allows:
 For determining any trends
 For noticing any upward or downward trends
 To be able to compare any changes following action points taken last year
 Any benefits / improvements following last year’s survey and subsequent
action points
 To be able to build on last years results, and gain a better understanding
of patients thoughts
The partners reviewed the questionnaire results, and particularly noted:

The percentage of patients who said they were able to see a doctor fairly
quickly, and the percentage who had been able to book ahead for an
appointment had both increased, particularly for those appointments
booked ahead (rising from 51% last year to 62% this year). There are
between 36-38% who state they could not make either type of
appointment.

The percentage who found it very or fairly easy to book a nurse
appointment had increased from 92% to 94%.

67% of patients said they would use the online system to make prebookable appointments if available.

67% said they would use an online system to order repeat medications if it
was available.

95% of patients (same as last year) stated they were either very or fairly
satisfied with the surgery overall.
9

75% of respondents said they would recommend the surgery, compared
to 84% last year.

Overall satisfaction with medical care and overall general satisfaction with
the practice remain high.

From the general comments, the highest number of negative comments
received were in relation to the appointment system.

The views of a varied mix of the practice population were captured during
the completion of this questionnaire.
The partners considered what possible action the practice could take based on
these results, and considered the following as possible options:
1. Promoting the various appointment types available.
Following last year’s survey, one of the action points was to promote the various
options available regarding appointments, and the types of appointments offered.
This year’s survey shows an increase in the number of patients being able to
book appointments. The practice could continue to advertise and promote the
various options available to patients in an attempt to continue this upward trend
in satisfaction, by advertising at the surgery, and on our website.
2. To promote the use of telephone appointments.
Following last year’s survey, we promoted the availability of telephone
appointments. We are able to offer 2 telephone appointments in the space of
one face-to-face appointment, therefore increasing the number of available
contacts with a doctor. We could continue to promote this type of appointment
both at the surgery, and on our website, and could further increase this
promotion, by advising patients verbally of this option when appropriate.
3. Making all pre-bookable appointments available to book online.
Following last year’s survey, we ran a trial of a proportion of our appointments
which can be pre-booked up to one week in advance to be available to book
online. Patients continue to register to use this service, and the survey has
shown there is interest, and so an option could be to make all pre-bookable
appointments available to book online permanently. This would not affect any
patients who still wish to book appointments in the usual way (at the surgery or
over the phone), as they will still be available to book in the normal ways, but
would provide an alternative way of booking appointments for those it would
benefit.
4. Look into options of an online repeat medication ordering service.
The results of the survey have shown there is an interest in an online service for
ordering repeat medications. The practice believes there is software available to
be able to provide this service, and an option could be to look into this further to
10
see if it would work in conjunction with the practice’s current systems and
processes.
Practice Action Plan
Discussing results with PRG
The practice sought the views of the PRG on the patient survey results. An email
(or letter by post if appropriate) was sent to every member of the PRG, providing
the patient survey results, along with the partners observations, and suggestions
(as detailed in appendix 5, and the results of patient survey above).
The practice asked the PRG for their thoughts on the survey results, along with
the possible action points identified by the practice. However, the practice was
conscious that members of the PRG may be able to identify possible action
points which we had not considered, and so the members were also asked for
these thoughts and ideas (see appendix 6).
PRG members were advised the responses received would determine which
points would be deemed as a priority and therefore form the practice action plan.
Throughout 2012/13 the practice has been very happy with the number of
responses it has received from members of the PRG, and value the input,
comments, and suggestions from these patients. We were therefore
disappointed that at the last stage, we received very little feedback from the
group on the survey results and possible action points.
The final feedback we received from the PRG on the survey results and possible
action points was:
1 x agreement for further trial of on-line appointment services
1 x agreement of on-line method for repeat prescription ordering could be
beneficial
1 x looking further into number of negative comments regarding reception
compared to number of positive comments
1 x reservations about the number of times a telephone consultation would be
appropriate
Action Points
The action plan for the practice is the action points which have been identified by:
 Initially seeking the views of the PRG on priority areas to include in a
survey
 Surveying a reasonable proportion of patients representative of the
practice population on these priority areas
 Reviewing the results of the survey, including comparing results from last
year where applicable
11
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
Considering the impact of the action points identified and completed from
last year
Consulting the PRG on the survey results and their thoughts on possible
action points
No feedback was received for promoting the various appointment types
available. Therefore, the practice will not make this an action point, but will
continue with current advertising as appropriate.
The one feedback on promoting the use of telephone consultations had
reservations. Therefore, the practice will not make this an action point, but will
continue to promote when it is deemed appropriate.
The one feedback received on looking at reception was noted. However, the
PRG had not identified this as a priority area, and therefore specific questions
were not included in the patient survey. The practice will, based on this
feedback, ask the PRG next year if this should be a priority area to investigate
within the patient survey.
The 2 positive feedbacks which the practice received were in relation the on-line
appointment services, and the on-line method for repeat prescription ordering.
Therefore, these 2 action points have been identified by the PRG, and will be
taken forward in the practice action plan.
PRACTICE ACTION PLAN
1. MAKING ALL PRE-BOOKABLE APPOINTMENTS AVAILABLE TO BOOK
ONLINE.
Following the successful trail, and the feedback received from the patient
survey and PRG members, the practice will make available all pre-bookable
appointments online. These appointments will still be available to book in
the normal ways (over the phone, or at the surgery) so as not to hinder
patients without internet access, but patients will have the additional
option of booking these types of appointments online. We will monitor inhouse the number of patient registering to use the service, and the number
of appointments booked through this method.
TIMESCALE: To provide all pre-bookable appointments to also be
available to book online by 1st May 2013.
2. LOOKING INTO OPTIONS OF AN ONLINE REPEAT MEDICATION
ORDERING SERVICE.
Feedback from the patient survey and PRG members shows there is
interest in an online system for ordering repeat medications. The practice
will invest staff resources and time into investigating the software options
currently available to the practice and it’s patients. Detailed in-house
analysis of options available will require time, and so this action point will
12
need a longer timescale to implement. TIMESCALE: To determine if there
is currently suitable software available to provide this type of service by 1st
September 2013, and if so, will then plan for installation, training, and
rolling out to patients. We can not provide a timescale on “going live” due
to too many unknown factors at this stage.
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APPENDICES
APPENDIX 1
THE NEVELLS ROAD SURGERY
PATIENT REFERENCE GROUP
The practice wishes to establish a group of patients who are willing to contribute their opinions to
help deliver and develop patient services at the practice.
We are keen to make sure that the group is fully representative of our patients, and therefore
invite anyone with an interest to join.
This will be a virtual group who we will contact from time to time by email to seek their views.
If you are interested in being part of this group, please complete the enquiry form and hand in at
reception, or post back to the surgery. We will then contact you by email with further information.
If you are interested in joining but do not have access to email, then alternative methods of
communication can be arranged.
APPENDIX 2
Dear Patient,
Thank you for continuing to be a member of The Nevells Road Surgery Patient Reference Group.
Your feedback and views last year helped us design a survey which was distributed to patients
and the group during December and January, and from this and your further feedback 3 action
points were agreed. A summary can be found on our practice website:
www.nevellsroadsurgery.co.uk.
We have completed these action points by providing information on the various appointment
options available on our website, waiting room display screen, and designed a leaflet. We have
also provided information on telephone consultations in an attempt to promote this service. We
have also started, and continue to run a trial of having pre-bookable appointments available to
book online, and this is expected to run until the end of September, and then the response
reviewed.
We are now looking to design another survey to hand out to patients, looking at the services we
provide, and are interested to hear your thoughts again on which issues you believe are
important. Below are a few suggestions, but we are also interested to hear of any other areas
you feel are important.


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

Overall medical care (treatment and care given by doctors and nurses)
Telephone system (ease of getting through to surgery by phone)
Appointment system (ease of booking an appropriate appointment, and analysis of
impact on system following the action points carried out from the previous survey)
Building size and facilities
Web based systems for patients (including analysis of online appointments trial, and
possibility of ordering repeat medications online)
14
We would be grateful if you could provide us with a list of 3 areas you believe are most
important (with the one you feel most important at the top of the list).
The feedback we receive will help us see which areas patients feel are most important. We will
then distribute a survey, looking at the areas deemed to be most important, and use the results to
devise action points for the surgery.
Thank you once again for being involved in the Patient Reference Group.
All the partners at The Nevells Road Surgery
APPENDIX 3
THE NEVELLS ROAD SURGERY PATIENT QUESTIONNAIRE
We would like to hear your views on the appointment system and overall medical care.
We have chosen these areas, as our patient reference group thought they were important.
Thank you very much for taking the time to complete this 2 page questionnaire.
THE APPOINTMENT SYSTEM
1. In the past 6 months, have your tried to see a doctor fairly quickly?
(Either on the same day or next working day)
2. If yes, were you able to see the doctor the same day or next working day?
Yes
No
□
□
□
□
3. If you were not able to be seen the same day or next working day, why was that? Please tick
all that apply.
There were not any appointments
Times offered did not suit
Appointment was with a doctor I did not want to see
A nurse was free but I wanted to see a doctor
Another reason
Can not remember
□
□
□
□
□
□
Yes
No
4. In the past 6 months, have your tried to book ahead for an appointment
with a doctor? (More than 2 working days ahead)
5. If yes, were you able to book an appointment with a doctor more than 2
working days ahead?
6. If you were not able to book an appointment with a doctor more than 2 working days ahead,
why was that? Please tick all that apply.
There were not any appointments
□
□
Times offered did not suit
Appointment was with a doctor I did not want to see
A nurse was free but I wanted to see a doctor
Another reason
□
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Can not remember
7. How easy is it for you to book an appointment with a practice nurse?
Haven’t tried / Don’t know
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Very
Fairly
Not very
Not at all
8. We have recently been trialling a new system to be able to make
pre-bookable appointments online. If this was extended, would you
use this service?
9. Would you use an online system to order your repeat medications
if it was available?
Yes
No
Don’t
know
□
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□
□
□
OVERALL MEDICAL CARE
10. The last time you saw a DOCTOR at the surgery, how good was the DOCTOR at each of the
following?
Very
Good
Neither good Poor
Very
Does not
good
nor bad
poor
apply
Giving you enough time
Asking about your symptoms
Listening
Explaining tests and treatment
Involving you in decisions about your care
Treating you with care and concern
Taking your problems seriously
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11. The last time you saw a PRACTICE NURSE at the surgery, how good was the PRACTICE NURSE at
each of the following?
Very
Good
Neither good Poor
Very
Does not
good
nor bad
poor
apply
Giving you enough time
Asking about your symptoms
Listening
Explaining tests and treatment
Involving you in decisions about your care
Treating you with care and concern
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Taking your problems seriously
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GENERAL
Very
Fairly
□
12. In general, how satisfied are you
with the care you get at the surgery?
Yes
□
□
Might
Not Sure
□
□
□
13. Would you recommend the
surgery?
Neither
Quite
dissatisfied
Very
dissatisfied
□
□
Probably
not
Definitely
not
□
□
The following questions will help us to see how experiences vary between different groups of the
population. It is not obligatory to complete these.
14. Are you male or female?
15. How old are you?
Under 18
18 – 24
55 – 64
□
□
65 – 74
□
□
25 – 34
75 – 84
□
□
Male
Female
□
□
35 – 44
□
□
85 and over
16. Which of these best describes what you are doing at present?
main one that applies to you.
Full-time paid work (30 hours or more per week)
Please only tick the
□
□
□
□
□
□
□
□
Part-time paid work (under 30 hours per week)
Full-time education (school, college, or university)
Unemployed
Permanently sick or disabled
Fully retired from work
Looking after the home
Doing something else
17. Do you have carer responsibilities for anyone in your household with a longstanding health problem or disability?
18. What is your ethnic group?
White British
White Irish
Any other white background
White and Black Caribbean
White and Black African
White and Asian
□
□
□
□
□
□
Indian
Pakistani
Bangladeshi
Any other Asian background
Caribbean
African
□
45 - 54
Yes
No
□
□
□
□
□
□
□
□
17
Any other mixed background
Chinese
□
□
Any other Black background
Any other ethnic group
□
□
OTHER COMMENTS
If there is anything else you would like to tell us about your experience at the surgery, whether
positive or negative, please do so here:
IF YOU WOULD LIKE INFORMATION REGARDING THE PATIENT REFERENCE GROUP,
THERE ARE LEAFLETS AT RECEPTION.
THANK YOU VERY MUCH FOR TAKING THE TIME TO COMPLETE THE QUESTIONNAIRE.
PLEASE PLACE IN BOX ON RECEPTION DESK.
APPENDIX 4
Dear
Thank you for remaining part of The Nevells Road Surgery Patient Reference Group, and for the
responses we received from out last communication.
We have found from these responses that the 3 areas given the highest prioirty by yourselves
were the appointment system, overall medical care, and web based systems, and so we have a
devised a questionnaire looking at these areas, which we are distributing to patients at the
surgery.
A copy of the questionnaire is attached, and we would be grateful if you could spare a few
minutes to complete it and email back to us?
Many thanks again for your views and your continued help.
The partners at The Nevells Road Surgery.
APPENDIX 5
SUMMARY OF 2012 PATIENT QUESTIONNAIRE RESULTS
Note: Where results are available for the same question last year, these are included for
comparison.
TOTAL QUESTIONNAIRES RECEIVED: 257
APPOINTMENT SYSTEM:
1 and 2: 205 respondents said they had tried to see a doctor fairly quickly (either on the same day
or next working day) in the past 6 months. Of these, when asked if they were able to book an
appointment fairly quickly, they responded:
2012 results
Yes
131
Percentage
64%
No
74
Percentage
36%
18
2011 results
117
60%
78
40%
3. Of those that answered no, the reason given was:
There were no
appointments
Time offered
did not suit
66 (72%)
7 (8%)
Was with a dr
I did not want
to see
12 (13%)
A nurse was
free, but I
wanted a dr
3 (3%)
Another
reason
Can not
remember
2 (2%)
2 (2%)
No. of responses
Reasons w hy not able to book an appointm ent fairly quickly
80
60
40
20
0
No appt's
Time not
suit
Dr not w ant Nurse not
dr
Another
reason
Can't
remember
Reasons
4 and 5: 162 respondents said they had tried to book ahead for an appointment (more than 2
working days ahead) with the doctor in the past 6 months. Of these, when asked if they were
able to book ahead for an appointment, they responded:
Yes
98
91
2012 results
2011 results
Percentage
62%
51%
No
61
86
Percentage
38%
49%
6. Of those that answered no, the reason given was:
There were no
appointments
Time offered
did not suit
37 (56%)
5 (8%)
Was with a dr
I did not want
to see
6 (9%)
A nurse was
free, but I
wanted a dr
0 (0%)
Another
reason
Can not
remember
16 (24%)
2 (3%)
No. of responses
Reasons why not able to book ahead an
appointment
40
30
20
10
0
No appt's
Time not
suit
Dr not
want
Nurse not
dr
Another
reason
Can't
remember
Reasons
19
7. 153 respondents said they had tried to book an appointment with the practice nurse (95
respondents said they had not tried, or did not know). Of the 153 who had booked an
appointment, when asked how easy it was to book, they responded:
2012 results
2011 results
Very
81 (53%)
92 (55%)
Fairly
62 (41%)
62 (37%)
Not very
8 (5%)
11 (7%)
Not at all
2 (1%)
2 (1%)
How easy is it for you to book an appointment with a practice
nurse
1%
5%
Very
Fairly
53%
41%
Not very
Not at all
8. We have been recently trialling a new system to be able to make pre-bookable appointments
online. We asked if this trial was extended, if patients would use this service, and they
responded:
Yes
161 (67%)
Don’t know
27 (11%)
No
53 (22%)
9. We also asked if they would use an online system to order repeat medications if it was
available, and they responded:
Yes
159 (67%)
Don’t know
13 (5%)
No
66 (28%)
OVERALL MEDICAL CARE
10. We asked the last time you saw a DOCTOR at the surgery, how good was the doctor at each
of the following. We have excluded responses where “does not apply” was stated:
Giving you enough time
Asking about your symptoms
Listening
Explaining tests and treatment
Involving you in decisions
Treating you with care &
concern
Taking problem seriously
Totals 2012
Totals 2011
Very good
Good
Poor
65
64
60
63
66
58
Neither good
nor bad
17
17
16
25
27
25
161
150
159
131
123
154
154
1032 (61%)
1002 (63%)
66
442 (27%)
469 (30%)
15
142 (9%)
87 (5%)
8
43 (3%)
24 (2%)
3
5
6
9
6
6
Very
poor
1
1
1
1
4 (0%)
4 (0%)
20
Overall satisfaction w ith doctor
3%
0%
Very good
9%
Good
Neither good nor bad
61%
Poor
27%
Very Poor
11. We asked the last time you saw a PRACTICE NURSE at the surgery, how good was the
practice nurse at each of the following. We have excluded responses where “does not apply”
was stated:
Giving you enough time
Asking about your symptoms
Listening
Explaining tests and treatment
Involving you in decisions
Treating you with care &
concern
Taking problem seriously
Totals 2012
Totals 2011
Very good
Good
Poor
51
49
48
51
46
47
Neither good
nor bad
1
8
6
7
10
6
137
114
127
114
104
130
123
849 (69%)
762 (65%)
44
336 (27%)
370 (31%)
6
44 (4%)
44 (4%)
1
4 (0%)
2 (0%)
Very
poor
1
1
1
0 (0%)
0 (0%)
Overall satisfaction w ith practice nurse
0%
4%
0%
Very good
Good
Neither good nor bad
27%
Poor
69%
Very Poor
GENERAL:
12. We asked, in general, how satisfied are you with the care you get at the surgery, and
respondents said:
2012 results
2011 results
Very
Fairly
Neither
149 (62%)
162 (68%)
81 (33%)
64 (27%)
8 (3%)
3 (1%)
Quite
dissatisfied
3 (1%)
7 (3%)
Very
dissatisfied
3 (1%)
1 (1%)
13. We asked, would you recommend the surgery, and respondents said:
21
2012 results
2011 results
Yes
184 (75%)
196 (84%)
Might
39 (16%)
21 (9%)
Not sure
10 (4%)
6 (2%)
Probably not
9 (4%)
9 (4%)
Definitely not
2 (1%)
2 (1%)
DEMOGRAPHICS:
The demographics collected of the patients who completed a questionnaire and were willing to
provide this information, are as follows:
Sex: 84 male, and 157 female
Age: 4 under 18’s, 13 aged 18-24, 46 aged 25-34, 42 aged 35-44, 43 aged 45-54, 26 aged 55-64,
36 aged 65-74, 29 aged 75-84, and 3 aged 85 and over.
Currently doing: 71 in full time paid work, 39 in part time paid work, 3 in full time education, 14
currently unemployed, 14 permanently sick or disabled, 64 were fully retired, 25 were looking
after the home, and 8 were doing something else.
Carers: 33 respondents out of 216 felt they have carer responsibilities.
Ethnicity: 220 White British, 4 White Irish, 7 Other White, 3 White/Asian, 5 Indian, 1 Caribbean,
and 1 other Asian.
GENERAL COMMENTS:
4 x positive comments regarding reception
13 x negative comments regarding reception
10 x positive comments regarding doctors
3 x negative comments regarding doctors
23 x positive general comments
7 x negative general comments
2 x positive comments regarding appointments
27 x negative comments regarding appointments
8 x negative comments regarding telephones
10 x negative comments regarding waiting time at the surgery
2 x positive comments regarding nurses
5 x general comments (neither positive or negative)
APPENDIX 6
Dear Patient Reference Group Member
Thank you for your continuing support and time in being involved in The Nevells Road Surgery
Patient Reference Group.
We have now completed the patient questionnaire, which was based on the priority areas the
group identified (overall medical care, the appointment system, and web based systems), and
enclose the results.
The results have been reviewed by the partners, and we have also attached their summary along
with some possible action points which they have identified.
22
We would like your help again by reviewing the survey results, and telling us which possible
action points you feel as a patient would be most beneficial, and / or should be given priority, or if
there are any other action points we haven’t considered you feel would be more beneficial. Your
response will help us devise an action plan, which we will make available on our website by the
end of March.
Thank you once again for your time and thoughts.
All the partners at The Nevells Road Surgery
23