Somerset Bridge Medical Centre – Patient Survey Results

Survey undertaken for a period of 1 week during February 2013.

A total of 129 patients completed the survey – a sample size of
approximately 3.5% of the practice population
Age of Survey Responders
Number of responses
35
32
30
25
25
20
20
20
15
12
9
10
5
6
4
1
d
no
ts
pe
cif
ie
O
ve
r7
5
Ag
e
65
-7
4
55
-6
4
45
-5
4
35
-4
4
25
-3
4
15
-2
4
Un
de
r1
5
0
Question 1
How do you prefer to book appointments?
20, 16%
In person
By telephone
109, 84%
Question 2
How helpful and understanding were the the reception staff in dealing with your
appointment request?
100
87
90
80
70
60
50
37
40
30
20
10
3
2
0
Very helpful
Fairly helpful
Not very helpful
Not at all helpful
Question 3
How easy was it for you to see a Doctor/Nurse Practitioner on the same day for
an urgent appointment?
11, 9%
11, 9%
35, 27%
Very easy
Fairly easy
Not very easy
22, 17%
Not at all easy
Non Responders
50, 38%
Question 4
Were you able to book ahead to see a Doctor/Nurse for a routine (non urgent)
appointment?
100
86
90
80
70
60
50
40
25
30
16
20
10
2
0
Yes
No
Don't Know
Non responders
Question 5
When booking a routine (non-urgent) Doctor/Nurse appointment how long did you
have to wait to be seen?
14, 11%
30, 23%
A few days
25, 19%
1 week
1-2 weeks
More than 2 weeks
24, 19%
36, 28%
Question 6
Non responders
How do you rate this?
9, 7%
16, 12%
2, 2%
Excellent
Good
37, 29%
Acceptable
31, 24%
Poor
Does not apply
Non responders
34, 26%
Question 7
How oftten do you get to see a preferred GP/Nurse?
50
43
45
40
35
31
30
25
20
22
20
15
9
10
4
5
0
Almost always
Question 8
A lot of the
time
Some of the
time
Never
Not tried
Non
responders
How convenient was your appointment time?
80
69
70
60
47
50
40
30
20
10
10
2
1
0
Very convenient
Fairly convenient
Not very
convenient
Not at all
convenient
Non responders
Question 9
How satisfied are you with the practices' opening hours
70
64
58
60
50
40
30
20
10
3
2
2
0
Very satisfied
Question 10
Fairly satisfied
Not very satisfied Not at all satisfied Non responders
Your overall satisfaction with your appointment on this occasion
70
65
Number of responses
60
50
50
40
30
20
9
10
3
2
0
Very good
Good
Not very good
Very poor
Non responders
Positive Comments
“Overall very good. Have never booked a routine appt - only come to Drs when I
have too!”
“An online booking system would be helpful”
“I have nothing but praise for the surgery. The staff, Doctors and everyone have
always been efficient, polite and helpful”
Negative Comments
“Very difficult when working full-time to ring up for an appt and most times cannot
get an appt until a week later. I very rarely visit a Doctor so when I ring for an
appt I would like to see someone the same day or next day. Saturday surgery
would be helpful”
“I wish you could phone on the same day for routine appts so don't have to sit
and wait for hours with poorly children”
“This surgery is very good but waiting 2 weeks or longer is not very good. I can
understand how busy the Doctors are but the wait is too long. Last year it was
easier to see a Doctor…Overall good”
Practice Comment
The practice was extremely encouraged by the high number of responses it
received to the recent Patient Survey.
The results clearly demonstrated the excellent work of our reception team.
Overall appointment satisfaction rates were high, as were patients’ satisfaction
with convenience of appointments and practice opening times.
There was a strong response from patients that they were able to book ahead for
a non-urgent Doctor/Nurse appointment. However, the length of time for booking
such appointments were felt by some to be too long.
As a result of the survey the practice would like to review its current appointment
booking system, specifically to look at ways of maximising the availability of
routine (non-urgent) Doctor appointments without compromising the availability of
urgent appointments. This we feel will improve satisfaction rates further and help
to improve continuity of care for all patients.
Action Plan
Our Patient Participation Group met to review the results of the patient survey
and helped us produce an Action Plan to improve routine (non-urgent)
appointment availability. Details of the Action Plan can be found overleaf
Findings / Proposals or PRG Priority
Areas
‘You said...’
Waiting times for routine (non-urgent
appointments) should be less than 2
weeks
Review the management of patients
who Do Not Attend appointments
Sharing the results of the survey with
patients, staff and other service users
Re-review the availability of routine
appointments.
Action to be taken
(if no action is to be taken provide
appropriate reason)
Lead
Timescale
Progress
‘The outcome was...’
‘We did...’
Set up a small working group,
including a PRG representative
(agreed at the meeting) to review the
current appointment system and look
at ways to maximise the availability
of routine (non-urgent) appointments
Provide a ‘positive’ waiting room
message to patients regarding the
numbers of patients who regularly
attend their appointments, as
opposed to the number who do not.
Display survey results on TV screen
in waiting area, make available
paper copies of the report, circulate
to all vPRG members by email and
upload report onto Patient Group
page of Practice Website
Re-survey patients in
September/October 2013 to
ascertain patient views of the
changes made. The focus of second
survey to be purely based on the
availability of routine (non-urgent)
appointments.
Kathy
Bartley
By June
2013
Group established and meeting
on …..
Kathy
Bartley
By 31 March
Slide now displayed on waiting
room TV screen message
Kathy
Bartley
By 31 March
2013
Results shared as agreed
Kathy
Bartley
By end
Of
October
2013
Patient Group Meeting being
scheduled in July to agree
questions for second survey