PATIENT SURVEY SPECIAL!
March 2013
Thank you!
We would like to begin this newsletter with our sincere thanks, firstly to our patient reference group (PRG) for
their continuing feedback and support; and secondly to all patients who took the time to complete a
questionnaire in November of last year, providing us with valuable feedback.
Monkspath Surgery Patient Reference Group
The surgery has a ‘virtual’ patient reference group, made up of willing volunteers! We do not hold any face to
face meetings, but communicate via email. The group members are able to respond to requests for feedback at
a time to suit themselves.
We asked our PRG members to provide some demographic data when we set up the group so that we could
compare this, as far as possible, with data held by the practice for the full patient population, and other sources.
We are still slightly under-represented in the 16-30 age group despite some attempts to engage new members
and would welcome new members to our group, especially from this age group. The more the merrier!
If you would be interested in joining our group, please leave your name and email address for the practice
manager. Your views remain anonymous to all but the practice manager who collates responses and this remains
entirely separate to patient records.
Demographic data for our PRG also indicates that we are under-represented by patients from non white ethnic
backgrounds. However, ethnic data is only recorded for 14% of the practice population, and data from Solihull
MBC website in relation to the Blythe ward, into which Monkspath falls, indicates that 8% of the population were
from non- white backgrounds in the 2001 census and that this has increased since and may now be nearer 11%.
The data for the PRG group is in line with these figures.
We advertise for new PRG members on our website.
Our patient survey
In 2011 we conducted a patient survey, the format and content of which we agreed with our PRG.
The survey covered areas including access to GPs and nurses; clinical care from the doctors and nurses; the
staff; and the surgery environment. We were mindful of including questions which could be compared to
previous surveys, but also to cover new areas which were considered to be important for benchmarking for
future years. We reflected on past survey results; patient feedback and comments; and future Care Quality
Commission registration requirements when designing our survey. We were also keen to ask some questions to
check patients’ awareness of services.
In 2012, it was felt that it would be valuable to repeat the survey in the same format to allow comparisons, and
to see the effect of some actions that the practice had taken following the 2011 survey. Following feedback from
our PRG, we agreed to repeat the survey in a similar format but to include reference to changes that were made
as a result of the previous year’s survey and to attempt to increase our survey response rate by having
questionnaires available at the annual flu clinics.
Carrying out the survey
We carried out the survey during November 2012 (the same month as the previous year). Paper copies were
available to be completed at the surgery, which the reception staff encouraged patients to fill in, offering
assistance where needed. The survey was also available to be completed on line via our website. We also
specifically targetted patients attending our Saturday morning flu clinics to increase our response rate.
Results
We received 826 responses, a significant increase in the response rate to the previous year, which is what we
had hoped. The responses were analysed and summarised in a report, comparing the results to the previous
year. The report was shared amongst the surgery team and the PRG. Meetings were held in the practice to
discuss the results and again to develop an action plan to address some of the areas.
Summary of Results
In general, the patterns of the responses are very similar for 2012-13 and the previous year. We have seen small
improvements in some of the areas we focussed on in last year's action plan, including satisfaction with waiting
times for appointments; quality of the waiting room information; the offer of chaperones for examinations and
the provision of written information.
We are really pleased to note that there has been a 26% increase in patients reporting that they are satisfied or
very satisfied with the surgery overall; and a 12% increase in the number of patients who would recommend the
surgery. We feel that with the increasing demands being put on general practice, within our resources, this
is very positive feedback.
The two areas that show the least satisfaction amongst survey respondents are the availability of doctors’
appointments within a few days and the lack of privacy at reception. These were both areas within last year’s
action plan and despite some attempts, there has been little effect on reported satisfaction in the 2012-13
patient survey.
We held a meeting at the practice to review feedback from the PRG and surgery staff in relation to the results
and put together a suggested action plan for the coming year. The action plan was shared with the PRG who
supported the actions that the surgery proposed.
Action plan
The action plan was developed following the analysis of the survey results and has been shared with the PRG
and surgery team.
It was agreed that we should focus on two areas this coming year, as follows:
Reception privacy – the practice is currently undergoing a major refurbishment and we are discussing
proposals with our contractors on ways to increase privacy, whilst maintaining an open and welcoming reception
area. We will be seeking opinions on these proposals in the coming weeks.
Appointment availability - We continue to review our appointments system, aiming to improve access to GP
appointments for our patients. Our bi-monthly surveys in relation to our clinical assessment service are very
positive. We do know, however, that patients (and the surgery staff!) would like routine GP appointments to be
available more quickly. One of our salaried doctors will be leaving the practice in March to take up a partnership,
and we see this as an opportunity to review our skill mix and look at alternative ways of working. We believe
there may be potential for other healthcare professionals to do some of the traditional GP work, for example
medication reviews. We have already held some meetings to discuss this and will be exploring our options in the
coming months. We would welcome patients’ views.
Surgery Opening Hours
The surgery is open 8am to 6.30pm Monday to Friday.
Extended hours appointments are available with GPs and nurses on Monday and Thursday 6.30pm to 8pm.
Surgery Contact Details
Telephone: 0121 711 1414
Fax: 0121 711 3753
Website: www.monkspathsurgery.co.uk
Email requests for repeat prescriptions: repeats@monkspath-surgery.co.uk
Online appointment booking – please see below
Access to appointments
Appointments are available to book up to four weeks in advance for routine matters. The practice operates a
clinical assessment service for all problems that will not wait for the next available appointment. Please
telephone the surgery for any urgent matters, your details will be taken and a nurse or doctor will call you back,
offering advice and an appointment as appropriate.
Routine telephone consultations are available with the doctors and nurses.
Patients can apply to the surgery to be registered for our online appointments service. Registration details will be
provided and the service can be accessed at www.myvisiononline.co.uk
EASTER!
Finally, we would like to wish all of our patients a happy and healthy Easter.
May we remind you that the surgery will be closed for the Easter bank holidays and weekends. Please remember
to order any repeat medication in good time, and should you need to access a doctor urgently when the surgery
is closed, please call the usual surgery number for advice and contact details.
Thank you.