Healthwatch Bexley Report - General Practitioners (GP) survey – Cairngall
Surgery
This report summarises the findings of an Enter and View patient survey carried
out by an authorised representative of Healthwatch Bexley at Cairngall Surgery on
3th July 2014. The Government made provision for ‘Enter and View’ allowing
authorised representatives of Healthwatch to enter premises to observe the nature
and quality of services. The Health and Social Care Act 2012 and associated (draft)
Regulations replicate the ‘Enter and View’ provision for Healthwatch. Here is a link
to the legislation
http://www.legislation.gov.uk/ukpga/2012/7/section/186/enacted
The aim of the survey was to collect feedback from patients attending the GP
practice on that day, to assess to what extent patients are satisfied with the
nature and quality of service provided. A letter informing the Surgery of the visit
was sent out one week prior to the appointment.
This report will feed into a larger report covering GP services across the borough.
A total of 16 questionnaires were completed.
1. Quantitative results of the survey
1.1 The appointment system
 Most of the respondents reported using a variety of means to book an
appointment, with 42% of patients using the telephone to make an
appointment, along with 33% of respondents making appointments in
person and 25% booking appointments online.
 More than half (63%) of the respondents reported that they were
unable to obtain an appointment ‘fairly’ quickly, usually within 2
working days, and the most cited reason for this was a ‘lack of
available appointments’ (87%), along with unsuitable appointment
times. 25% of the remaining respondents, reported being able to
receive an appointment within this time frame, whilst 13% cannot
recall either way.
 The majority of respondents (63%) are ‘fairly’ or ‘very’ satisfied with
the opening times of the surgery, with 31% reporting being ‘very’
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dissatisfied with the opening hours, whilst the remainder (6%) of
respondents stating being ‘neither satisfied nor dissatisfied’.
69% of patients reported being ‘fairly’ or ‘very’ satisfied with the
appointment system, whereas 31% reported being ‘fairly’ or ‘very’
dissatisfied with the system.
56% of patients reported being able to book appointments with a GP
or nurse more than 2 weekdays in advance, although 44% stated they
were unable to do so.
When asked about a complaints procedure for patients, 6% of the
respondents were aware of a complaints procedure, whereas 93%
were unaware of how to go about such proceedings.
1.2 Experiences of booking appointments, accessing the GP or nurse and during
consultation
 60% of respondents stated it is ‘fairly’ or ‘very’ difficult to get
through to the surgery on the telephone, with 68% reporting being
unable to speak to a doctor or nurse on the telephone. However, 75%
of respondents reported that obtaining test results by telephone was
on the whole fairly easy.
 During consultation with a GP, 67% of respondents reported being
treated ‘very’ and ‘fairly’ well, across a whole range of questions
such as: giving enough time, asking about symptoms, listening,
explaining tests and treatments, involving patients in decisions about
their care, treating patients with care and concerns and taking
patients problems seriously. However, 21 % of respondents reported
being treated ‘fairly’ or ‘very’ poorly, whilst 12% stated being
‘neither satisfied nor dissatisfied’ with the consultation.
 When asked about the reception staff, 45% of respondents reported
reception staff being: polite, good at listening, helpful and respectful
of patient’s confidentiality, although 55% of respondents felt this was
not the case.
1.3 The sample
 6% of the respondents require assistance to access the GP surgery,
but did not specify in what way.
 19% reported having a caring responsibility in the household for
someone with a long standing health condition or disability.
 33% of respondents stated they perceive themselves to have a
disability.
 42 % of respondents walk to the GP surgery, with 53% travelling by
car and 5% using public transport.
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The majority of respondents are female (80%) and 87% of the
respondents are reported being of white ethnicity and 13% of black
ethnicity.
The age group of the sample is as follows: 0-18yrs (0%) 18-24yrs
(6.5%) 25-34yrs 12.5%) 35-44yrs (19%) 45-54yrs (31%) 55-64yrs (6.5%)
65-74yrs (12.5%) 75+ (12.5%).
2. Qualitative feedback of the survey
The questionnaire provided the opportunity for the respondents to suggest one
thing they would change about the GP surgery, and the comments generally
related to ‘friendlier reception staff’ and ‘more staff answering the
telephones’, along with ‘appointments during evenings and weekends’ and a
‘holistic personal approach’ and consistency of seeing the same GP. Additional
comments refer to ‘separate reception area’ to protect patient’s
confidentiality.
3. Additional comments and feedback
The overall impression of the surgery is that it is understaffed, with only one
receptionist on duty at any given time. This results in telephones not being
answered, along with limited opening hours, and early and late appointments
are unavailable for workers, which leads to waiting times for up to two weeks
for appointments. The Receptionist and GP in charge on the day of the visit had
not been informed of the visit despite a letter notifying them of the visit being
sent a week prior to the visit. The surgery was reported as clean.
4. Recommendations
 An increase in reception staffing, which would improve patient
experience, enabling phones to be answered promptly.
 Increase in availability of early morning and evening appointments so
that workers are able to access their GP.
 Advertise complaint procedure in patient waiting area.
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