PPG Meeting 26th March 14
Stephanie Clarke [Chair]
Fred Hunt
Maureen Morris
Apolgies
Carol [on Holiday]
Monwara [On holiday]
Meeting to discuss survey results
THE PATIENT SURVEY – METHOD & RESULTS
Survey Results for 2013/14
We have interpreted the survey questionairs
Somarlia interpreted by Praxis results
Bengali interpreted by Praxis results
English results
2013-2014 Improving the Practice Questionair
How do you rate our appiontments system
30%
40%
50%
60%
70%
80%
90%
100%
89%
Overall, 90% of patients said that they were either ‘very’ or ‘fairly satisfied’ with our
opening hours. This is very similar to the results seen in previous years with just 10%
dissatisfied.
It is worth noting that of those patients who completed a paper survey and may be
more likely to attend the surgery on a regular basis, 90% expressed satisfaction with
the practice opening hours – this has been the same % over the last couple of years
We appreciate that being able to contact your surgery easily is something which is
very important to patients and can, at peak times, be a real challenge for us. It is
therefore pleasing to note that we have managed to maintain the level that nearly 9
out of 10 patients who responded are either very or fairly satisfied
The PPG Members were satisfied that we continue to provide a high quailty
service and 90% of the patients were happy with the appiontments system , we
will continue to monitor the appiontments system to hopefully increase this
years % ratings . The practice is open to suggestion and idea’s all year .
This item will appear on future agenda items for further discussion.
Did you get the appiontment of your choice
30%
40%
50%
60%
70%
80%
90%
100%
89%
Overall, 90% of you told us that you found it ‘easy’ or ‘fairly easy’ to book an
appointment within 24/48 hours and the same experience when trying to book an
appointment further ahead. .
The above two questions are linked given the relationship between being able to
book appointments in advance and at short notice. We are acutely aware that the
ability to be able to do both is very important to patients, particularly for those who
are working and need to be able to plan appointments around their diary.
To try to cater for this, we have a balance of ‘pre-bookable’ appointments and those
that are released ‘on the day’. And 24 hours in advance bookable appointments are
available to be booked up to 6 months in advance. Over recent years the number of
‘pre-bookable’ appointments has steadily increased. .
We agreed to l continue to monitor the balance of appointments over coming
months and adjust the number of ‘pre-bookable’ and ‘on the day’
appointments as necessary.
Did you get thorugh on the phone
30%
40%
50%
60%
70%
80%
90%
100%
87%
We appreciate that being able to contact your surgery easily is something which is
very important to patients and can, at peak times, be a real challenge for us. It is
therefore pleasing to note that we have managed to maintain the level that 90% who
responded are either very or fairly satisfied;
We aim to answer our telephones as quickly as possible, but at busy times you may
have to wait. If the telephone rings but is not answered immediately, it means that all
available staff are dealing with patients. They will get to you as fast as they can. If
you have difficulty getting through and feel it is a serious medical emergency, you
should dial 999 for an ambulance.
We will continue to monitor increase phone activity and hopefully maintain the
high standard we enjoy now
Did staff treat you with Dignity
30%
40%
50%
60%
70%
80%
90%
100%
89%
We were particularly pleased to find that of those who collected a survey form from
the surgery some 90% were satisfied with their experience of the reception team. As
with last year’s survey, of those completing a paper survey, none of the respondents
expressed any dissatisfaction.
Firstly, to thank the Reception team for both the hard work and
professionalism that these results show they consistently demonstrate each
day. Good service is crucial to the success of the surgery and training on this
will be provided.
Were you satisfied with your visit to the doctors
30%
40%
50%
60%
70%
80%
90%
100%
90%
90% of patients surveyed said that they were either ‘very satisfied’ or ‘fairly satisfied’
with their most recent consultation with a GP at the surgery. This is the same level
as seen in last year’s survey
It is also very pleasing that of those patients who completed a paper survey
and who therefore may be more likely to be in the Surgery more often, 90% of
patients said they were satisfied with their most recent consultation, with none
saying they were in any way dissatisfied.
HOW TO IMPROVE THE SERVICE
We dicussed the issue that whilst we have 90% happy with the service ,we
need to concentrate on the 10% that are not happy, and how do we provide a
better service so that we get 100%% satisfaction. .
The group accepted that to get 100% is ni impossible ,but we feel we should
work on the 10% to try to improve their service , the issues these patients are
facing is something we need to work on as a team. We will continue to monitor
and hopfully improve on our percentage for 2014-2015 .
The group also aknowledges that quite a high % of patients do not update the
surgery when they have moved house ,or changed mobile phones
numbers.This is vital information and can cause distress to the patient when
the doctor/admin staff are unable to contact patients be it important results or
appointments information.
We will continue as a patient group to improve patient services ,all the team
welcome suggestions idea’s from team and patients alike.
We remain commited to engaging more patients into the PPG by posters
,leaflets ,information to new patients . Leaflets now availble when patients
show an interest in the group
Poster now availble in reception
Thank you for enquiring about the Patients Group. We are in the early stages
of building up the Group and we are very keen to have more members. There
are a lot of challenges for staff running a busy inner London surgery like ours
and the aim of the Patients Group is to support their work and to help all our
fellow patients to make the best of the wonderful service we have.
We have a lot of ideas and we warmly welcome patients who would like to
help us turn these ideas into action! If you would like more information please
leave a contact number or email address with Monwara at reception and one of
the existing Patient Group members will get in touch to fix a time to talk or
meet here at the surgery.
Hoping to hear from you.
Next meeting 3rd July 2014