Improving Practice Questionnaire
Report
Bewbush Medical Centre
February 2012

Report Contents
Introduction
Your patient feedback
Distribution and frequency of ratings (table 1) P1
Your mean percentage scores and benchmarks from all participating practices (table 2, graph 1) P2
Your mean percentage scores and benchmarks by practice list size (table 3, graph 2)
Your patient demographics (table 4)
Your patient comments
P3
P4
P5
Supporting documents
Details of score calculation
Explanation of quartiles
Page by page guide to the interpretation of your report
Sample questionnaire
Guidance template for discussion of local survey findings and action plan
Feedback form
Bewbush Medical Centre
Ref: 32128/12533/154
February-2012

IPQ Report Number of patients providing feedback : 173
Introduction
About the IPQ
The IPQ is a well-established questionnaire widely used in the UK.
Since 2004, over 3,000,000 patients have completed an IPQ providing valuable patient feedback to over
4,000 practices and over 16,000 health practitioners, many of these practices and health practitioners having completed the survey on more than one occasion.
Extensive published validation studies (please see http://www.cfepsurveys.co.uk/library/publications.aspx
) have established that the IPQ is a reliable and sensitive tool: accurately measuring patient satisfaction in designated areas and is sensitive to change if the IPQ is carried out on more than one occasion any change in patient perception of service can be clearly and reliably monitored.
This report outlines the feedback that has been collected and analysed from a sample of your patients.
Full explanation on how to interpret this information can be found in the report.
We hope that this feedback is useful and a basis for reflection.
A sample of the IPQ questionnaire is included at the end of this report for reference.
About the benchmarks
Benchmarks are a useful guide as to how your practice performed in relation to all the practices who have carried out an IPQ survey.
Benchmark data provided relates to either all practices or according to practice list size (the practice list size benchmarks displayed in this report are representative of your practice), as we have established this plays a part in scores achieved.
However, it should be noted that other factors such as geographical location and clinical setting may also affect scores and benchmarks may not always be truly representative.
Furthermore as it is not mandatory for a practice to carry out an IPQ survey, benchmarks provided are effectively based on data collected from a volunteer sample.
Volunteer samples often perform better than an ‘average’ sample which could make the benchmarks provided artificially high.
Your feedback
Your feedback
From the report you will be able to clearly pinpoint areas where you scored well and also those areas where you might feel that improvements may be needed.
However, it is advisable to take time to assimilate all the feedback and to avoid scanning the report and noting specific scores on which too much emphasis can be placed.
In fact, the clearest reflection of patient satisfaction can often be seen in the frequency and distribution of patient ratings and in their written comments.
A page by page guide to the interpretation of your report has been incorporated in the supporting documentation at the end of this report which you may find useful.
Other useful information
Together with your report you will receive:

An A4 poster: to enable you to share the results of your local survey with the patients in your practice.

A ‘Guidance template for discussion of local findings and action plan’: completion of which may help you meet the requirements of the patient participation directed enhanced services (DES) for GMS contract, if required.

IPQ Report
Your patient feedback
Table 1: Distribution and frequency of ratings, questions 1-28
Question
Number of patients providing feedback : 173
Q1 Opening hours satisfaction
2 18 57
Q2 Telephone access 16 39 46
Q3 Appointment satisfaction 2 24 42
Q4 See practitioner within 48hrs 5 15 42
Q5 See practitioner of choice 11 22 48
Q6 Speak to practitioner on phone 14 31 53
Q7 Comfort of waiting room 5 30 60
Q8 Waiting time 10 30 42
Q9 Satisfaction with visit 2 11 36
Q10 Warmth of greeting 1 14 30
Q11 Ability to listen 1 12 28
Q12 Explanations 2 13 29
Q13 Reassurance 2 12 30
Q14 Confidence in ability 2 13 27
Q15 Express concerns/fears 2 11 32
Q16 Respect shown 1 11 30
Q17 Time for visit 1 17 36
Q18 Consideration 1 14 40
Q19 Concern for patient 2 14 40
Q20 Self care 1 16 41
Q21 Recommendation 2 14 30
Q22 Reception staff 2 18 57
Q23 Respect for privacy/confidentiality 4 24 52
Q24 Information of services 2 17 61
Q25 Complaints/compliments 6 26 58
Q26 Illness prevention 6 20 58
Q27 Reminder systems 4 24 48
Q28 Second opinion / comp medicine 4 27
Blank/spoilt responses are not included in the analysis (see score explanation)
44
54
55
44
46
44
54
49
45
41
43
47
38
59
44
56
44
46
44
48
53
50
37
46
54
58
43
55
59
69
37
45
43
70
61
66
63
29
39
39
31
67
81
69
81
77
78
79
71
37
29
28
31
37
25
46
46
4
4
4
4
2
7
5
3
13
7
11
29
3
6
3
6
5
5
1
6
4
6
5
9
4
6
1
4
P1
Bewbush Medical Centre
Ref: 32128/12533/154
February-2012

IPQ Report Number of patients providing feedback : 173
Your patient feedback
Table 2: Your mean percentage scores and benchmarks from all participating practices
About the practice
Q1 Opening hours satisfaction
Q2 Telephone access
Q3 Appointment satisfaction
Q4 See practitioner within 48hrs
Q5 See practitioner of choice
Q6 Speak to practitioner on phone
Q7 Comfort of waiting room
Q8 Waiting time
About the practitioner
Q9 Satisfaction with visit
Q10 Warmth of greeting
Q11 Ability to listen
Q12 Explanations
Q13 Reassurance
Q14 Confidence in ability
Q15 Express concerns/fears
Q16 Respect shown
Q17 Time for visit
Q18 Consideration
Q19 Concern for patient
Q20 Self care
Q21 Recommendation
About the staff
Q22 Reception staff
Q23 Respect for privacy/confidentiality
Q24 Information of services
Finally
Q25 Complaints/compliments
Q26 Illness prevention
Q27 Reminder systems
Q28 Second opinion / comp medicine
Overall score
Your mean score (%)
79
75
74
74
73
76
77
78
79
76
76
78
76
66
53
68
69
62
55
59
60
66
65
66
60
63
64
61
69
National mean score (%)
61
61
66
58
67
64
69
65
79
82
80
83
74
80
81
81
80
78
79
80
81
77
76
73
66
70
68
68
73
Benchmark data (%)*
Min Lower quartile
Median Upper quartile
49
50
50
50
46
49
50
50
49
48
48
51
46
24
31
31
24
44
24
37
25
40
45
43
42
46
43
44
46
75
79
76
80
70
76
78
78
77
74
75
78
77
53
54
61
51
62
56
64
57
72
72
69
62
66
63
63
69
79
83
80
84
74
80
82
82
81
78
79
81
81
60
61
66
57
66
64
69
65
76
76
73
66
69
67
67
73
83
86
84
88
79
84
86
86
84
82
83
85
85
69
67
72
63
71
72
74
72
81
80
77
71
73
72
72
77
Max
99
99
100
100
100
100
100
100
100
100
100
99
100
99
99
99
99
99
99
100
99
99
100
100
100
100
99
99
100
Your mean score for this question falls in the highest 25% of all means
Your mean score for this question falls in the middle 50% of all means
Your mean score for this question falls in the lowest 25% of all means
* Based on data from 3,027 practices surveyed between April 2008 and March 2011 with 25 or more responses.
Please note the reliability of your patient feedback may be marginally reduced if less than 25 patient ratings per question is achieved (see table 1).
In the event that there are less than 5 patient responses for any question, the corresponding score will not be illustrated.
Please see the supporting documents at the end of this report for percentage score calculation and quartile information.
Graph 1: Your mean percentage scores in ascending order of performance with benchmark mean scores from all participating practices
100
80
60
40
20
0
Q2 Q6 Q7 Q25 Q8 Q28 Q5 Q26 Q27 Q23 Q1 Q22 Q24 Q3 Q4 Q20 Q18 Q19 Q17 Q12 Q13 Q15 Q21 Q9 Q10 Q14 Q11 Q16
P2
Bewbush Medical Centre
Ref: 32128/12533/154
February-2012

IPQ Report Number of patients providing feedback : 173
Your patient feedback
Table 3: Mean percentage scores and benchmarks by practice list size (6001-8000 patients)
Your mean score (%)
National mean score
Benchmark data (%)*
Min Lower quartile
Median Upper quartile
Max
About the practice
Q1 Opening hours satisfaction
Q2 Telephone access
Q3 Appointment satisfaction
Q4 See practitioner within 48hrs
Q5 See practitioner of choice
Q6 Speak to practitioner on phone
Q7 Comfort of waiting room
Q8 Waiting time
About the practitioner
Q9 Satisfaction with visit
Q10 Warmth of greeting
Q11 Ability to listen
Q12 Explanations
Q13 Reassurance
Q14 Confidence in ability
Q15 Express concerns/fears
Q16 Respect shown
Q17 Time for visit
Q18 Consideration
Q19 Concern for patient
Q20 Self care
Q21 Recommendation
About the staff
Q22 Reception staff
Q23 Respect for privacy/confidentiality
Q24 Information of services
Finally
Q25 Complaints/compliments
Q26 Illness prevention
Q27 Reminder systems
Q28 Second opinion / comp medicine
Overall score
76
79
75
74
74
73
76
77
78
79
76
76
78
66
53
68
69
62
55
59
60
66
65
66
60
63
64
61
69
79
81
80
83
73
78
81
80
79
82
79
80
81
57
59
65
55
65
61
67
62
75
74
71
65
68
66
66
72
51
55
51
61
47
49
54
56
55
49
50
62
46
32
36
39
32
46
25
41
33
45
47
44
43
46
46
48
46
76
79
77
81
70
76
78
78
77
74
75
77
78
51
54
60
51
62
54
63
56
72
71
68
62
66
63
63
68
79
82
80
84
74
80
81
82
81
78
79
80
81
58
59
66
55
66
62
68
63
75
75
72
65
69
67
67
72
83
86
83
87
78
84
85
86
84
82
83
84
85
63
64
71
60
69
68
72
69
79
78
75
68
71
70
70
75
92
95
92
95
94
93
94
95
94
91
93
91
95
85
80
90
79
84
85
87
90
91
90
88
83
84
84
85
87
Your mean score for this question falls in the highest 25% of all means
Your mean score for this question falls in the middle 50% of all means
Your mean score for this question falls in the lowest 25% of all means
* Based on data from 517 practices surveyed between April 2008 and February 2011 with 25 or more responses.
Please note the reliability of your patient feedback may be marginally reduced if less than 25 patient responses per question is achieved.
In the event that there are less than 5 patient responses for any question, this score will not be illustrated.
See the supporting documents at the end of this report for percentage score calculation and quartile information.
Graph 2: Your mean percentage scores in ascending order of performance with benchmark mean scores by list size (6001-8000 patients)
100
80
60
40
20
0
Q2 Q6 Q7 Q25 Q8 Q28 Q5 Q26 Q27 Q23 Q1 Q22 Q24 Q3 Q4 Q20 Q18 Q19 Q17 Q12 Q13 Q15 Q21 Q9 Q10 Q14 Q11 Q16
P3
Bewbush Medical Centre
Ref: 32128/12533/154
February-2012

IPQ Report Number of patients providing feedback : 173
Your patient feedback
Table 4: Your patient demographics
Number of patient responses by category, your mean percentage scores and benchmarks by practice list size
(6001-8000 patients)
Number of Your mean responses score
(%)
Benchmark data (%)*
National mean score
(%)
Minimum Lower
Quartile
Median Upper
Quartile
Maximum
Age
Under 25
25 59
60 +
Blank
34
101
26
12
65
69
70
76
69
71
75
70
45
48
46
39
65
67
71
65
69
71
75
70
74
75
78
76
Gender
Female
Male
Blank
90
71
12
67
69
82
71
73
70
45
50
40
68
70
65
72
73
70
75
76
76
Visit usual practitioner
Yes
No
Blank
108
43
22
71
63
74
74
68
70
49
46
45
71
64
66
74
68
70
77
72
75
Years attending
< 5 years
5 10 years
42
41
66
69
72
71
48
52
68
67
72
72
76
76
90
87
> 10 years 75 69 72 50 69 73 76 88
Blank 15 75 70 42 65 71 75
* Based on data from 517 practices surveyed between April 2008 and February 2011 with 25 or more responses.
Demographic category mean percentage scores are calculated from all the ratings from all questions for that demographic group.
Please note the reliability of your patient feedback may be marginally reduced if less than 25 patient ratings per category is achieved.
In the event that there are less than 5 patient responses for any question, the corresponding score will not be illustrated.
Please see the supporting documents at the end of this report for percentage score calculation and quartile information.
91
88
83
93
87
88
94
87
86
93
95
P4
Bewbush Medical Centre
Ref: 32128/12533/154
February-2012

IPQ Report Number of patients providing feedback : 173
Your patient feedback
All written patient comments have been included in their entirety but details which could identify a specific patient have been removed to ensure anonymity.
Comments about how the practice could improve

The practice should introduce a local code e.g.
01293 instead 0844 when people try to ring to make an appointment.

It would be nice to have a receptionist on the main reception desk at all times!

Some magazines in the waiting room would help.
Some music.

If I call I would like to have my appointments with my own GP because I'm more comfortable.

Once you get to the doctor/nurse all is fine.
People on reception could be nicer at times and more understanding.

Very happy.

Telephone calls are 0844 and sometimes there are lengthy waits, or you hold and get told call can not be taken, why can't it be a standard, local number e.g.
01293.

Some receptionists occasionally come across as nosey and busy, perhaps need to just rethink how they ask questions or give information, but generally very helpful.

My grandmother has been with this surgery many years and receives a warm and friendly welcome on every visit.

There could be more magazines for people to read and children's books for children, you could also have a small table with paper and crayons for children to write or draw as any age children would enjoy this.
You also have a radio with music in waiting room.

Telephone answering when trying to get appointment answer service is dodgy at times says lines are all busy ring straight back get different answer until you manage to get through.

No I am very satisfied.

Very good doctors.

My only criticism is I do not like two of the doctors and I have to wait to see another.
One doctor is very sarcastic and doesn't really listen and the other seems judgemental and told me when I asked for a sick note that the job centre wont 'buy it', rude.

Improve phone service.

Disappointed with telephone service!

Music in the waiting room.

The telephone system is not very good cannot use my mobile.

Need more pre bookable appointments.

The phone system is expensive.

I think the telephone system is too expensive to call.

Please change the 0844 number.

Please adopt the 0300 phone line.

Paying to call 0844 to contact surgery.

Warmer manner on the telephone when trying to make an appointment.

Telephone waiting times, booking appointments in advance.

Keep doing things the way your doing them I've never had a complaint.

No, already excellent.

Answering phones takes ages to get through not good as I use a mobile.
P5
Bewbush Medical Centre
Ref: 32128/12533/154
February-2012

IPQ Report Number of patients providing feedback : 173
Your patient feedback
All written patient comments have been included in their entirety but details which could identify a specific patient have been removed to ensure anonymity.
Comments about how the practice could improve

Bigger waiting area and more magazines.

None.
Perfectly happy.

I start work at 8:30am so I have to gamble I will get an appointment.
I would much prefer to book an appointment for the next day.

The phone system can be frustrating.

Being able to book more pre appointments as working full time it's hard to fit it, full time workers should have priority for appointments.
Comments about how the doctor/nurse could improve

The doctor was very good!

No need doctor and nurse very good.

I always find the doctors/nurses to be very pleasant, understanding and helpful.
Sometimes they go the extra mile.

The doctor was very good and brilliant with kids they're a great doctor.

Doctor was very good but reception staff can be rude, don't like having to discuss issues in front of full waiting room.

The doctor is a wonderful doctor who knows their patients well.
Always friendly.

Very good doctors/nurse.

The doctor is a very good person, I'm always happy to come see them.

No I am very satisfied.

Very good doctors very happy with them.

The doctors need to listen more and be more sympathetic to obesity.
There are real upsetting reasons behind it sometimes and they are not very empathetic.

No need doctor and nurse very good.

The doctor explained the treatment very well.

GPs could be more helpful with other family matters, give help and advice on things such as how to get help for dietician behaviour etc etc.
A one stop shop for help in the community.

Seen this doctor twice and both times they were brilliant.

The doctor is an excellent person and helps me very much.

No bad comments, I would like to say that my doctor is a really good doctor.

Perfectly happy.
P6
Bewbush Medical Centre
Ref: 32128/12533/154
February-2012

Supporting documents
Details of score calculation
The score provided for each question in this questionnaire is the mean (average) value of all of the ratings from all patients who completed the question.
It is expressed as a percentage so the best possible score is 100%.
Example using data from your Q1 Opening hours satisfaction
Questionnaire rating scale
Poor Fair
Number of ratings 2 18
Good
57
Total number of patients responses = 173
Very Good Excellent Blank/spoilt
58 37 1
Value assigned to each rating
0 25 50 75 100 n/a
(number of Poor ratings x 0) + (number of Fair ratings x 25)
+(number of Good ratings x 50) + (number of Very Good ratings x 75) + (number of Excellent ratings x 100)
=
(Total number of patient responses number of blank/spoilt)
Your mean percentage score for Q1 = 66%
Explanation of quartiles
(2 x 0) + (18 x 25) +(57 x 50) + (58 x 75) + (37 x 100)
= 11,350/172
(173 1)
In statistics a quartile is any one of the three values that divide data into four equal parts, each part represents ¼ of the sampled population.
Quartiles comprise:
Lower quartile, below which lies the lowest 25% of the data
The median, cuts the data set in half
Upper quartile, above which lies the top 25% of the data
Please note that the benchmarks presented in this report are based on data obtained from a volunteer sample of practices, and as such may be artificially high.
Question
Q1 Opening hours satisfaction
Your mean score (%)
66
Min
44
Benchmark data (%)*
Lower quartile
62
Median Upper quartile
66 71
Max
99
* Based on data from 3,027 practices surveyed between April 2008 and March 2011 with 25 or more responses.
P8
Bewbush Medical Centre
Ref: 32128/12533/154
February-2012

Supporting documents
Page by page guide to the interpretation of your report
Page 1
The frequency distribution table (table 1) shows the number of patient ratings from poor to excellent and the number of ‘blank/spoilt’ responses for every question (a blank response is where a patient did not respond to the question and a spoilt response is where more than one tick box option was chosen or if the questionnaire was defaced).
If these values are added up, for any one question, this will equate to the total number of patients surveyed (shown in the top right hand corner of the page).
This table clearly shows the degree of satisfaction patients have with each aspect of the practice considered.
Please note the spread of the ratings.
Are they widely spread or closely packed around one or two specific ratings?
One or two higher or lower ratings can make a big difference to your mean percentage scores illustrated in tables 2 and 3.
Page 2
The mean percentage score and benchmark table (table 2) illustrates your mean percentage scores for each question calculated from the data in table 1.
Each score is the mean (average) score calculated from valid patient ratings (i.e.
not the blank/spoilt responses) expressed as a percentage (see score calculation sheet also in the supporting document section of your report).
It has been established by our statisticians that the reliability of your patient feedback for any one question may be marginally reduced if less than 25 valid patient responses is achieved (this number can be determined from table 1).
In the event that there are less than 5 patient responses, the corresponding score for the question will not be illustrated.
Your scores have been displayed in colour coded boxes to indicate how your score falls within the benchmark data
(within the highest 25%, the middle 50% or the lowest 25% of all the mean percentage scores achieved by all practices in the benchmark sample).
The provenance of the benchmark data is provided in the footer below the table.
Graph 1 illustrates your mean percentage scores in ascending order of performance with benchmark means from all participating practices.
Page 3
Table 3 and graph 2 are the same as for page 2, but with benchmarks provided relevant to your practice list size.
Evidence indicates that practices with smaller list sizes tend to perform better than those with larger list sizes.
Page 4
Table 4 shows the number of patient responses from each ‘demographic’ group detailed on the questionnaire i.e.
age, gender, if the patient saw their usual practitioner or not and the number of years attending the practice.
Demographic category mean percentage scores are calculated from all the ratings from all questions for that demographic group.
Associated benchmark mean scores relevant to your practice list size are also provided.
The same criteria concerning reliability of the feedback as explained in Page 2 above applies.
Page 5
Patient comments usually reflect scores achieved.
The IPQ was designed to simulate the patient’s chronological journey through their visit to the practice.
Although the questions in the IPQ are generic, comments can pinpoint specific issues identified by the patient from any part of this journey.
If there is a particular problem within the practice e.g.
getting through in the morning on the telephone or the lack of chairs in the waiting room suitable for the elderly, this can be clearly picked up in the themes and frequency of comments.
In order to ensure patient anonymity, any personal identifiers are removed.
In the unlikely event that we receive a written comment which might relate to serious professional misconduct (e.g.
allegations of sexual assault), the comment would be referred to our Clinical Associate who would discuss the matter with you.
P9
Bewbush Medical Centre
Ref: 32128/12533/154
February-2012

This is to certify that
Bewbush Medical Centre
Bewbush Place Bewbush
Crawley
West Sussex
RH11 8XT
Practice List Size: 6925
Surveys Completed: 173 has completed the
Completed on 28 February 2012
Michael Greco
Director
Thank you to all patients who participated in this survey.
By letting the practice know your views, positive changes can be made for the benefit of all patients.