PATIENT PARTICIPATION GROUP (PPG)
PATIENT SURVEY REPORT – 2013/14
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Patient Survey Report – Nathalie Wright & Annie Bailey
V1.0 – 19.03.2014
Contents
Page
Introduction
3
Background
3
Survey Results
4
Q1
Q2
Q3
Q4
Q5
Q6
Q7
Q8
Q9
Q10
Are you
Ethnicity
How old are you
Patients Comments
11
Suggestions Included
11
Annex 1
12
Conclusion
13
Appendix 1
14
Opening Hours
15
How to Book Appointments
16
Appointments Times
17
Nurses and HCA’s Surgery Times
18
Appendix 2
19
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Patient Survey Report – Nathalie Wright & Annie Bailey
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Introduction
In 2011 at the Humber Road and Sunrise Avenue Surgeries a Patient Participation
Group (PPG) was formed to encourage and give you a voice in how things are run at
the practice. In order to attract volunteers we put details on our website, posters
and leaflets in our Waiting Room.
The purpose of this is to provide patients of Humber Road and Sunrise Avenue
Surgeries with an insight into the activities that the Practice and PPG have taken
during the year 2012/13 through regular meetings and patient’s surveys.
Conducted to aid the understanding of Practice performance and perception,
identifying and highlighting areas for discussion of which they felt required service
improvements, and share views and opinions. The group currently meets regularly
and discusses subjects reflecting their views of the surgery services.
We are currently still taking on new members and continue to promote the Patients
Participation Group form both surgeries. Information available from our practice
brochure, posters and leaflets available on waiting room, newsletters and practice
website where we also email and post the meetings minutes. We welcome your
opinions involvement in decisions about the range and quality of services provided
and commissioned by their Practice.
Background
In 2011/12 the first patient survey took place which resulted in numerous services
improvements across the surgeries. Following on from that survey we wanted to see
if the same outstanding levels reported in 2012/13 have continued, and also to gain
further ideas and recommendations for future improvements.
The results and recommendations from 2012/13 allowed us to work on service
improvements throughout the year. Seven significant changes were implemented
including the introduction of Blood Test clinics, modernisation of Sunrise Avenue
surgery, purchase and fitting of electric door to improve access and bike rack
installation.
Humber Road and Sunrise Avenue Surgeries Patients Participation Group
Action Plan for 2012/13 enclosed. Please see Appendix 2
The 2013/14 survey followed in a similar format amended with additional columns
for free texting, also added in the questions relating to age, gender and ethnicity.
This allows us to gain results in this section for the surgery location and response
detail.
Having received a poor response last year regarding the awareness of our group’s
newsletter we decided to ask the same question again asking if patients were aware
of the newsletter and also what subjects they would like to be discussed.
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Patient Survey Report – Nathalie Wright & Annie Bailey
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In order to gain a good response from patients, past evidence indicates that no
more than fifteen questions should be asked, and these should predominantly be
asked in short simple sentences.
We also gave patients the opportunity to view their opinions by expanding upon any
of the answers and by asking the question of: ‘What single thing would you like
to see changed to improve the surgery?’ By opening up the question this
would help us to gain patients individual views further rather than by highlighting
other areas that require service improvement.
The survey was available from December 2013 – March 2014, over 3 months in
total. We anticipated a response rate of around 200 patients and had in fact received
a response rate of 421 which was highly satisfactory.
The survey was available from the surgery reception areas and online.
Survey Results
421 responses were received combined both in paper and online –This is a
significant increase in last year’s response rate and the Patients Participation Group
and staff from the Humber Road and Sunrise Avenue Surgeries have increased this
awareness.
This year we noticed that we had received a much larger response within free text
from patients and many had taken this opportunity to voice new ideas. From a
Patient Participation Group perspective this is a fantastic response and opportunity
for improvements and new ideas forums.
The Humber Road and Sunrise Avenue Surgeries received very little criticism this
year. Year after year we see the satisfaction percentages increase from patients.
I will report upon each question asked individually.
Q1 – How satisfied are you with the present booking system?
79% of patients are ‘ Fairly Satisfied’ or ‘Very Satisfied’ - This is a very high figure of
satisfaction even though this was the largest subject commented on for
improvements within the additional comments section.
From the 3% that were ‘Very Dissatisfied’ - this equates to approximately 13
patients. We received 23 comments from patients venting their dissatisfaction with
the booking system and the majority related to the length of time spent waiting on
the phone lines.
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Patient Survey Report – Nathalie Wright & Annie Bailey
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Very satisfied 40%
Fairly satisfied 39%
Neither satisfied or dissatisfied 8%
Fairly dissatisfied 7%
Very dissatisfied 3%
No response 3%
The sub question to Q1 asked if patients were aware that pre-bookable
appointments were available on-line. Doctors and staff from the surgery have
confirmed that these pre-bookable appointments are often available and are
sometimes not filled until the early morning. Therefore if the awareness of these
online appointments is increased, this could reduce the call flow at peak times.
Are you aware that pre-bookable appointments are available on-line?
This received a very positive 80% feedback with no dissatisfaction raised on this
subject.
Yes 33%
No 62%
No response 5%
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Patient Survey Report – Nathalie Wright & Annie Bailey
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Q2 – How Satisfied are you with the reception area at the Surgery?
Very easy 65%
Fairly easy 25%
Neither satisfied or dissatisfied 5%
Fairly difficult 1%
Very difficult 0%
No response 4%
Q3 – Are you normally able to see your preferred Doctor?
Again a very positive 96% satisfaction received with answers to this subject.
Always 18%
Mostly 58%
Sometimes 20%
Not often 2%
Never 0%
No response 2%
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Q4 – Are you aware of the all the times the surgery is open?
88% of patients surveyed are aware or fairly aware of the times the surgery is open.
Very aware 34%
Fairly aware 54%
Neither satisfied or dissatisfied 3%
Not really 5%
Not at all 0%
No response 4%
Q5 – Related back to the appointments subject and asked: ‘How satisfied
are you with the present booking system for appointments at the clinic’
This received a 71% positive satisfaction response, with the remainder of patients
either being non responsive, or ‘neither satisfied nor dissatisfied’ indicating that they
may not even attend any clinics at the surgeries and thus unable to comment.
Very satisfied 34%
Fairly satisfied 37%
Neither satisfied or dissatisfied 21%
Fairly dissatisfied 4%
Very dissatisfied 0%
No response 4%
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Patient Survey Report – Nathalie Wright & Annie Bailey
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Q6 – How useful and informative do you find the noticeboards and
displayed pamphlets in the surgery?
Again, a high level of satisfaction at 73% indicating that the current format is
excellent and requires no further action. This is a credible increase from last year
and due to staff and patient involvement in improving the noticeboards from
recommendations made from the PPG results report.
Very useful 33%
Fairly useful 40%
Neither satisfied or dissatisfied 23%
Not very useful 1%
Not at all useful 0%
No response 3%
Q7 – when you arrive for your appointment, how satisfied are you with the
time you have to wait?
89% of patients are fairly satisfied or very satisfied with this subject matter. Again.
Some excellent positive feedback to the Doctors and staff at the surgeries
Very satisfied 47%
Fairly satisfied 42%
Neither satisfied or dissatisfied 7%
Fairly dissatisfied 0%
Very dissatisfied 0%
No response 4%
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Patient Survey Report – Nathalie Wright & Annie Bailey
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Q8 – Do you find the surgery newsletter helpful?
This question once again is the subject matter that gives us cause for concern, The
Patients Participation Group members spend a significant amount of time and effort
producing the newsletter and 63% of patients are not aware of its production.
On a positive note however, we did receive significant comments regarding ideas
and recommendations for inclusions for future newsletters. The Patients Participation
Group will discuss details for raising awareness and circulation for this newsletter.
Very helpful 11%
Fairly helpful 11%
Neither helpful or unhelpful 6%
Unhelpful 0%
Wasn’t aware of the newsletter 63%
No response 9%
Q9 – What other topics would you like the newsletter to cover?
Please see Annex 1
Q10 – What one thing would you like to see changed to improve services
at the Surgery?
(If you need to expand on any of your answers above, please add your comments here.)
Please see Annex 1
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Are you?
Male 27%
Female 59%
No response 14%
Ethnicity –
62% white British
1% Asian
3% other
34% no response
How old are you?
Under 16 0%
16 – 44 24%
45 – 64 26%
65 – 74 20%
75 or over 11%
No response 19%
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(Please only use this form for comments about the practice and suggestions as to how we can
improve our service to you. Medical matters and official complaints cannot be dealt with via this form.
If you have a query regarding a medical matter please telephone reception to make an appointment
to see the appropriate person.)
Patients Comments
This area of the survey is always full of recommendations and can be very proactive
and beneficial for the Patients Participation Group. We asked patients in this section
what they would like to see in future newsletters and there was a significant
response. This indicates that’s patients do want to read a newsletter and hopefully
these ideas will allow the Patients Participation Group to review the current format
also to make it more attractive to patients.
Suggestions included:
Information on any changes at the surgery.
Information about a different Doctor
Each production and any specialisations
Community help, welfare, care and financial implications
Mental illness, self-checks & awareness
Sports injuries, current topical stories, epidemics etc.
And any changes made to clinics.
These suggestions and the Patients Survey Results were discussed at the recent
Patients Participation Group Meeting and a separate core team are working on these
subjects.
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Patient Survey Report – Nathalie Wright & Annie Bailey
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Annex1
Patients provided some very useful and proactive comments for further discussion.
These have been sectioned into subjects. In addition to the comments below there
were over 60 comments thanking and congratulating the staff at the surgeries for
the excellent care provided.
Physical requirements / Purchases
Makeover / Paint / Pictures to make surgery ‘Brighter’
New magazines / reading material
Play Area For Children
TV Screen in waiting area
Appointments
Urgent slots for Saturday Morning Surgery
More Pre-bookable appointments
Walk in appointments explained
Extended Hours - More awareness of the later appointments each week
All receptionists/admin staff on phones at busy time
Other
Ability to use both surgeries
Regular health checks for the elderly
‘Ask the Dr’ evening talks
Book via text
Coffee Machine
Review the booking system
Better Comms system
Use of garden area
Something for children
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Patient Survey Report – Nathalie Wright & Annie Bailey
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Conclusion
Throughout the report I have tried to identify ways in which the results can be presented to gain optimal benefit for the on-going
improvement of services at these surgeries. As previously identified the survey results were very hard to analyse as the surgeries
provide such a high standard of care.
Within the NHS there are often reasons for a positive response within surveys. A small percentage of patients feel that they
are being treated and cared for by the NHS and therefore receiving a service to improve their standard of health and thus
grateful for the time professionals are providing. However, it is evident from the responses and comments within the
survey that patients are receiving a very high standard of care from Humber Road and Sunrise Avenue Surgeries.
The recommendations outlined above identify some areas that can be discussed within the Patient Participation Group and where
possible implemented to improve services further. These issues will be prioritised, discussed and owned by individuals to achieve
where possible an outcome. Further newsletters and surveys will be produced to identify and communicate the improvements
made. The recommendations log can be reviewed below. This will be updated at every PPG meeting.
In conclusion, the staff at Humber Road and Sunrise Avenue surgeries should be congratulated for the level of service provided
and satisfaction of their patients.
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Appendix 1
Action Plan for 2014/15
Recommendation & Actions Table
Action No.
Action
Owner
Recommendation
Status
Review Date
Current Position
1
Current wait time on phonelines between 8.15
& 9.15 is too long.
Additional staffing required
Practice Manager Red - Immediate
AB currently working on
for peak times and all 3 PC
Next PPG - 10/4/14
AB & PPG Chair - AD
Action
additional staffing being trialed.
stations manned
2
Newsletter recommendations to be reviewed
Clive B
Sub group to be formed &
areas recommended
discussed with outcome
Could a wall activity unit for
Green - No
children be implemented ?
immediate
No additional cleaning
Action - Review
would be required?
3
Childrens area - Wall mount
TBA
4
Humber Road to be painted / modernised
AD
5
Coffee / Water Machine
TBA
6
Awareness of Online booking
AB &PPG Member
7
Saturday Am surgeries to have emergency slots ALL
PPG to discuss what funded
is required and if action is a
priority
This requirement has been
commented on in all 3
surveys. Do other surgeries
have them?
PC Station to be present in
waiting room to
demonstrate online
booking. Newsletter to
detail procedure & posters
in waiting room
Discussion on possibility
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Amber Recommended
Sub group formed & members
Next PPG - 10/4/14 volunteered detailed and CB to
arrange meeting for sub group.
Green - No
immediate
Next PPG - 10/4/14 Discuss at next PPG
Action - Review
Green - No
immediate
Next PPG - 10/4/14 Discuss at next PPG
Action - Review
Amber Recommended
Next PPG - 10/4/14 Discuss at next PPG
Green - No
immediate
Next PPG - 10/4/15 Discuss at next PPG
Action - Review
Humber Road and Sunrise Avenue Surgery - Opening Hours
Opening Hours @
Humber Road Surgery
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
08:15 – 12.15
08:15 – 12.15
08:15 – 12.15
08:15 – 12.15
08:15 – 12.15
CLOSED
CLOSED
Opening Hours @
Sunrise Avenue Surgery
&
&
&
&
&
13.00 – 6.30
13.00 – 6.30
13.00 – 6.30
13.00 – 6.30
13.00 – 6.30
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
08:15 – 13.00
08:15 – 13.00
08:15 – 13.00
08:15 – 13.00
08:15 – 13.00
CLOSED
CLOSED
& 16.00 – 6.30
----------& 16.00 – 6.30
& 16.00 – 6.30
& 16.00 – 6.30
Emergencies Out Of Surgeries Hours
Our Out Of Hours (OHH) provider is Prime Care in case of emergency or need medical advice please ring NHS 111 free of
charge form you land line or mobile. They are taking calls Monday – Friday from 6.30pm – 8am, all day Weekends and Bank
Holidays.
Prime Care direct line
08456413227
In case of emergency please call 999 such as:
Chest pains and / or shortness of breath constitute an emergency.
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Humber Road and Sunrise Avenue Surgery is CLOSED Weekends and Bank Holidays.
How to book appointments
You can contact reception after 8.15am to make an appointment. You will be offered an appointment within 2 working days. If
appropriate, you may be offered a pre-booked telephone consultation with your usual doctor. If you have an urgent problem you
will be seen on the day, but please ring for an appointment time.
You will still be able to pre-book an appointment up to one month in advance with your usual GP. The Practice Nurses provide a
wide range of services; reception staff will advise you whether your appointment should be with the Doctor or a Nurse. Please
book one appointment for each person that needs to be seen and one appointment per problem, if you have more than one
problems please ask reception to book a double appointment
Please cancel your appointment if it is no longer needed.
All doctor appointments are for 10 minutes, unless a double appointment is booked.
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Appointment Times for Patients
Surgery Times @
Humber Road Surgery
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
08:15 – 11.25
08:15 – 11.25
08:15 – 11.25
08:15 – 11.25
08:15 – 11.25
CLOSED
CLOSED
Surgery Times @
Sunrise Avenue Surgery
&
&
&
&
&
13.00 – 6.30
13.00 – 6.30
13.00 – 6.30
13.00 – 6.30
13.00 – 6.30
or
or
or
or
or
15.00 – 18.20
15.00 – 18.20
15.00 – 18.20
15.00 – 18.20
15.00 – 18.20
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
08:15 – 11.25
08:15 – 111.25
08:15 – 11.25
08:15 – 11.25
08:15 – 11.25
CLOSED
CLOSED
& 15.30 – 18.20
----------& 15.30 – 18.20
& 15.30 – 18.20
& 15.30 – 18.20
Extended hours
Under the extended hours scheme we provide late evenings and Saturday morning appointments @ Humber Road Surgery for prebooked by appointments only.
This service is routinely provided by two Partners, every other Tuesday or Wednesday or Thursday from:
18.30pm – 20.00pm. & Saturday morning from 8.00am – 10.30am (15min appointment)
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Nurses and Healthcare Assistants - Surgery Times @ Humber Road and
Sunrise Avenue Surgery
Surgery Times @
Humber Road Surgery
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
08:30 – 11.50
08:30 – 11.50
08:30 – 11.50
08:30 – 11.50
08:30 – 11.50
CLOSED
CLOSED
Surgery Times @
Sunrise Avenue Surgery
&
&
&
&
&
14.30 – 18.20
14.30 – 18.20
14.30 – 18.20
14.30 – 18.20
14.30 – 18.20
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
The Practice also offers Phlebotomy Clinics
Monday, Wednesday and Thursday mornings - times as follow:
Monday
9.00am – 11.15am - @ Sunrise Avenue Surgery
Wednesday
9.00am – 11.15am - @ Humber Road Surgery
Thursday
9.00am – 11.15am - @ Humber Road Surgery
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08:30 – 11.50
08:30 – 11.50
08:30 – 11.50
08:30 – 11.50
08:30 – 11.50
CLOSED
CLOSED
& 16.00 – 18.00
--------------------& 16.00 – 18.00
-----------
Appendix 2
2012-13 Action Plan SUMMARY &
RECOMMENDATIONS
Issue Raised
Funding Required
Length of time waiting on the
phone to book an appointment
at 8.15am is too long
Availability to use either
Surgery
Saturday Morning Surgery
Recommendations
Could further receptionists be made available between 8.15am &
9.30am purely to take calls?
For discussion at PPG
Discussions to be made with PPG to determine policies and
procedures.
Could the Saturday Morning openings be split between HR & SA.
Affected
Would further PC’s / Phone lines
Both
be required?
For discussion at PPG
Unsure
Both
Unsure
HR
Water Machine
Could a water machine be installed?
Funding required – Are
there on-going
maintenance costs for the
water machine?
HR
Disappointment with number of
different nurses/ midwifes
seen.
There is often the requirement to see a particular nurse but patients
often see different nurses for the same requirement and this means
that the patient has to discuss the same details again.
Have a patient information request box. Patients write down what
information they would like and this information can be requested
and mailed to them.
None
.
HR
Children’s area
There were 10 comments regarding the removal of the children’s'
play area. If there is a reason for the removal - can alternatives be
met? I.e. posters in the room? A computer?
Minimal
HR
Booking of appointments
online is not readily known to
patients
Further communication and
promotion of online bookings
and website to be made
None
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Both