Horsley Medical Centre
Results of the patient survey 2014
The Horsey Medical Centre Patient Participation group (PPG) collected 549
patient surveys over four days during a week in July 2014. The survey was
designed following a Patient Participation group meeting and based on key
areas which members had identified as features of an excellent GP practice.
The survey was collected in person by members of the Patient participation
group. Patients were approached when they had checked in and asked to
complete the survey anonymously and put it in an envelope and then a box
for collection in the surgery.
The response rate was high at around 90% which demonstrates the
representativeness of the sample. During the four days very few patients
refused to participate though not all completed the questionnaire.
Demographics of respondents
Of those who gave their sex 38% were male and 62% were female. The
higher representation of women reflects the higher national GP visit rate for
women compared with men. The age distribution also appears to be broadly
as would be expected given the national variation in attendance rates by age.
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Patient satisfaction
98% of patients who we surveyed were satisfied or very satisfied with the
care received at the medical centre.
89% of patients who were surveyed would recommend this Medical Centre to
friends or family who have just moved to the local area.
Appointments systems
Most appointments (67.58%) were made with the doctor.
A large proportion (47%) of all the appointments made were booked by
telephone, 32% were made in person and 20% made on line.
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Patients were asked if they had any comments about booking appointments.
Of the 75% who commented two thirds gave favourable comments but one
third had criticisms. Most of the plaudits were of a general nature, for
example “good", "excellent", "efficient". Similarly, the common complaints
were also general, for example “long waits", "getting appointments a
challenge", "difficult to get doctor of choice".
Among those who commented on particular methods of getting appointments
there were more plaudits for the on-line system than for the telephone
system.
Three quarters of the comments on the on-line system were favourable, for
example "good", "easy", "convenient". There were also suggestions for
improvement, for example extend on-line bookings to provide access to
nurses, blood tests and asthma clinics. In contrast two thirds of the
comments on the telephone system referred to problems, for example
"difficult", "slow to answer", "unhelpful " or "curt" staff.
The reception area
The main comments about the reception area were favourable. The negative
comments about the reception area can be grouped under the following
headings:
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Criticisms of some receptionists as unhelpful.
The need better selection of magazines: more up to date and for men
and children.
The need to update seating or furniture
Lack of confidentiality regarding patient information
Care received at the Medical centre
Patients were asked about whether they had any comments about the care
they received at the medical centre. Generally these responses were
favourable, with such comments as “good”, “excellent”, “competent”, “very
happy”, “caring” and “very pleased”. Specific comments made were praise
for specific doctors, nurses, receptionists and other professionals.
The most common criticisms were again of appointments and waiting times.
Other changes or improvements
Patients were asked about any other changes or improvements that they
would like to see at the medical centre; over half did not make any
suggestions. Those that did make suggestions included, in descending order
of support:
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Improvements in existing appointments system, for example shorter
waits, an easier booking system.
Add weekend and/or evening appointments
Improvements in range of medical services, for example telephone
consultations, more clinics and more doctors
Improve waiting rooms, for example coffee/tea/ water available and
more chairs.
Reception, specifically friendlier/ more empathetic reception staff;
dedicated switch board operator and a newsletter
Improve car parking
Observations of the patient experience
During the PPG survey collection the observation team noted several issues:
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Reception staff were very busy both answering telephones and dealing
with patients
Good use of the check in machine.
Reception staff did not seem to take or have breaks during the
morning.
Disabled patients were seen to be dropped off outside the surgery by
their relatives. They had to help the patient into the medical centre
and then return to their car to park it in the car park. There are no
disabled parking spaces outside the Medical Centre.
Conclusion
The findings of this survey will form the basis of an action plan that will be
developed in conjunction with the Medical centre. Key findings that emerged
are:
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Satisfaction with the medical centre and the care received is very high
and a large majority would recommend the medical centre to friends or
family who have just moved to the local area.

We are fortunate at the Horsley Medical centre that on line booking is
an option for patients. However only 20% of the appointments on the
days that we surveyed were booked on line. Appointments were
mentioned most commonly on the form as an area that required
improvement.
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Men in the age group 18-55 do not seem to utilise the facilities at the
medical centre in the same proportion as women in the same age
group. This reflects a national issue; however there may still be a case
for advertising the services at the medical centre specifically for men.

Generally there was little criticism of the physical features of the
reception area compared with the criticism of the appointments
system. The main comments related to the reception area were in
relation to some receptionists.
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Observations of the patient experience from members of the PPG who
spent over a total of 20 hours in the surgery collecting the survey were
related to the busy reception staff at peak times, the well use of the
check in machine, the lack of disabled parking.
Possible actions
1. Expanding on-line usage and coverage of appointment booking,
both of patients and services. A Medical centre leaflet to be
designed to include information related to booking of appointments,
well man clinics and health promotion.
2. Introduction of disabled car parking bays.
3. Reception issues, including:
 Customer care training
 Scheduling of breaks for reception staff
 Moving the telephone answering out of the main reception area.
 Confidentiality in the reception area could be improved by
drawing a line on the floor of the reception area and asking
patients waiting not to cross the line.
 Notices could be put up reminding patients that they need to
stand behind the line to try and improve patient confidentiality.
4. Consideration given to opening hours for the Medical centre to
evening or Saturday mornings.
5. Waiting room needs updating, for example by the provision of more
chairs and a drinks dispenser.
6. Improvements in referrals.
A meeting was held on 1 September to discuss the findings with Dr Marazzi,
the senior partner and Caroline Jepp, the Practice manager.
The issues were considered and four main priorities identified. These are the
first four action points and will form the basis for the Medical centre action
plan.
Kim Tolley, Clive Smee, John Weaver, Joan Gibbons
September 2014
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