Lansdowne Surgery Patient Survey March 2012
We expanded our patient participation group and involved them in the formulation of our annual
survey. This survey was then given out to our general patient population for completion from
October 2011 until March 2012. The purpose for this activity was to ask the views of our patients
before taking them into consideration. This has enabled us to tailor the services we offer and to
improve their quality.
The surgery has 7905 patients.
Of these:1666 are aged 65 and over
53 are recorded as having carers
The Office of National Statistics website tells us that our area contains:
3%
Ethnic minorities
10.5% Households with someone with a long-term illness
14.9%
Households with dependent children
1.1%
Unemployed
16.6%
Retired
Engagement
In order to obtain a representative sample of patients, we
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Gave leaflets to patients attending the surgery
Included details of the group with our new patient leaflet
Advertised the initiative on our website
Gave leaflets to new mothers and parents who attending child immunisation clinics.
Together with our existing PPG we advertised for new recruits in the PPG newsletter
We made individual contact with patients on our register in order to actively seek out
representation from the following groups; ethnic, carer, patient with long term illness,
disabled
We made contact by email
Patient Group
Our patient group comprises 323 members who are all registered patients.
Of these:Gender
131 male and are 192 female
Age
0 are under 16
19 are 45-54
3 are over 84
14 are 17-24
36 are 55-64
26 is 25-34
98 are 65-74
91 are 35-44
36 are 75-84
Ethnicity
White:
309 British
Mixed:
Asian/British Asian:
Chinese:
Other Ethnicity:
0
Did not wish to state: 8
0 Irish
0
6
0
0 other white
Carers:
9 care for a relative or friend unpaid
Parents:
16 has children under 5 9 has children 5-15 24 have children 15-18
2 are single parents
Disability:
6 has a disability
Employment: Employment status was not requested on the form
Under Represented Groups:
We found that we are under-represented in single parent families, ethnic groups, and carers. We
reached out to these communities as described above under “engagement.” Unfortunately the
response was low. We continue to try to engage with these communities in an effort to increase the
membership of our PPG.
Method of Communication:
We contacted patients by email, post and in the surgery.
Additionally, we invited all new members to our AGM in December 2011 when we discussed surgery
and participation group business. Throughout the year we communicate with our patient participation
group members every month.
Questionnaire:
The questions were based upon issues and themes arising from our first and second consultation with
our PPG; formal and informal complaints received during the past year and issues arising from the
latest national survey or our patients. As described above, the survey was given to our PPG members
for comment. Each comment made was valid and the survey was tailored accordingly.
The questionnaire was available to all patients between October 2011 and March 2012. The survey
was powered by Survey Monkey and was sent via email to 98 patients; was made available to
patients on the practice website; was publicised in the reception area and patients attending
surgeries were asked to complete a copy of the questionnaire whilst waiting for an appointment.
Creditability of the Questionnaire:
The design of our survey was based on a combination of The GP Patient Survey, The National Survey
of NHS patients and the GPAQ. We redesigned our questions in order to comply with the relevant
Copyright permissions. We used Survey Monkey , a recognised survey tool, to ensure that the
questionnaire, data collection and analysis were valid.
323 patients responded to the invitation to complete the survey.
Themes emerging from comments made in the questionnaire:
Having installed a new telephone system last year, patients were happier with telephone calls being
answered quickly and more lines being available.
Patients had concerns regarding confidentiality, as calls and appointments are dealt with in a public
area.
Patients would like to be able to book appointments using our website.
Patients were happy with our current opening times, including our extended hours.
Results of Survey:
Satisfaction with receptionists
85%
Satisfaction with opening hours
82%
Satisfaction with availability of particular doctor
76%
Satisfaction with availability of any doctor
88%
Satisfaction with waiting times at practice
78%
Satisfaction with phoning through to practice
74%
Satisfaction with phoning through to doctor for advice
87%
Satisfaction with continuity of care
90%
Satisfaction with doctor's questioning
92%
Satisfaction with how well doctor listens
94%
Satisfaction with how well doctor puts patient at ease
94%
Satisfaction with how much doctor involves patient
94%
Satisfaction with doctor's explanations
95%
Satisfaction with time doctor spends
93%
Satisfaction with doctor's patience
95%
Satisfaction with doctor's caring and concern
96%
Ability to understand problem after visiting doctor
84%
Ability to cope with problem after visiting doctor
84%
Ability to keep healthy after visiting doctor
75%
Overall satisfaction with practice
88%
Overall view of the surgery:
The results suggest that the majority of respondents are satisfied with most of the categories that the
questions covered.
We believe that improvement can be made in the following categories;
Confidentiality at the front desk
Booking appointments through our website
Action Plan
Priorities
Online Booking
Desired Outcomes
Offer a convenient
alternative for booking
appointments
Confidentiality
Improve patients’ ability to
have confidential
conversations at the
reception desk
Notes
We recently migrated
to a new computer
system that will allow
this facility.
Confidentiality in the
waiting room is a
recurring theme.
Following discussion
with the surgery team,
we have decided to
take this theme
forward into our next
survey. We will use this
feedback prior to
making any structural
changes to the
Reception area.
Status
To be implemented by
August 2012
Patient Survey 2012
Our opening hours are:Monday - Thursday
Friday
Extended opening -
8.30am-6.30pm
8.30am-5.00pm
Either Tuesday, Wednesday or Thursday
Fridays
6.30pm–8.00pm
7.30am–8.00am
Please ask reception for details
Saturday/Sunday/Bank Holidays CLOSED
With the exception of the 1st Tuesday of the month 12.30 to 1.30 pm for staff training the surgery is
open for access to patients at the previously stated hours. However the staff take emergency
telephone calls only between 12.30 and 1.30 pm daily.
The doctors and nurses carry out surgeries throughout most of the opening hours.
Telephone Numbers:
Appointments
Patient Enquires only
Medical Emergencies only
01380-722278
01380-722939
01380-722135
THE TEAM
GP Partners:
Dr
Dr
Dr
Dr
Dr
Elizabeth Madigan TD, MBBS, LRCP, MIMMS, DPHEC
Charles Cowen BMSci, BM, BS, DCh, DFP, DRCOG
Timothy Monelle MA (Oxon), MBBS, MRCGP
Annabelle Brooks BSc MB ChB
Nicholas Swale BM MRCGP DFFP
Practice Nurses:
Mrs Rachel Prichard:
SRN, Family Planning Cert, Asthma Diploma, Nurse Prescriber.
Mrs Sarah Smith:
SRN, Diabetes Care, Family Planning Cert, Nurse Prescriber.
Mrs Joanna Ramage:
SRN
Mrs Clare Garland:
SRN, Asthma Diploma, COPD Diploma.
Mrs Leazan Mason:
SRN
Health Care Assistant: Mrs Donna Taylor:
NVQ Level 3
Phlebotomist:
Mrs Susie Gambie
Practice Manager:
Assistant to Practice Manager:
Ms Carolanne Spence
Mrs Rosie Pullen
Ms Spence is responsible for the day-to-day management of the practice and all administrative
questions or complaints should be directed initially to her.
Receptionists: Miss Rebecca Neale
Mrs Sharon Kington
Mrs Barbara Cory
Mrs Ruth Pinchin
Mrs Liz Hamersley
Mrs Geraldine Dibben
Mrs Zoe Weaver
Mrs Sarah Beaven
The receptionists have a difficult job to do and are here to help you. They will always try to meet
your requests but may not be able to do so immediately. Please be flexible and patient.
Practice Secretary:
Mrs Denise Guntrip
Practice Administration:
Mrs Julie Rogers
Practice Intentions
1.
We will endeavour to see patients within 20 minutes of their appointment time, bearing in
mind occasional emergency calls.
2.
Emergency appointments should be available with one of the partners on the same day.
3.
Appointments should be available within 24 hours for acute conditions.
4.
Repeat prescriptions should be available within 48 hours of receiving the request.
5.
The phone should be answered generally within 10 rings.
Patients Responsibilities.
1.
Patients should ring and cancel appointments if they no longer need them so that they can be
used for other patients.
2.
Patients should endeavour to arrive on time for their appointments.
3.
Patients should have realistic expectations concerning appointments i.e. not to expect an
acute appointment within 24 hours for a simple condition and to co-operate with the staff
when they are trying to assess the level of urgency of their request.