2014 Patient survey report

Spa medical centre patient survey 2014 report

Introduction                                                                          Quick link to Action Plan

Like all general practices in this country we have had a challenging year. Unfortunately cuts in public’s spending by the government and a large-scale reorganisation of the health service have contributed to squeezing our funding. Another problem which we share with general practices across the country is that the demand for our services continues to escalate. There has been a lot of speculation as to why this might happen. It seems unlikely that people are suddenly becoming more unwell and therefore needing their doctors more. It is possible that with greater knowledge about health issues, there is also anxiety for individuals about their health and they are now seeking help at a much lower threshold than they might have in the past. Whatever the cause, you will all know that there are times when our appointment books are very full.

Every year we conduct our own survey of patients in order to gauge patient satisfaction with our staff and services and also to listen to our patients suggestions for improvements to our services. This year we have used an online survey package to aid this process. The results of the survey are given later on in this report. Before starting this survey we canvassed the opinion of as many patients as possible about what questions we should be asking,.

With a thought to improving access, some of the questions in this year’s survey were designed to gauge the opinion of our patients about alternative ways of consulting, such as email and Skype. For several years we’ve encourage patients to seek advice over the phone when this is appropriate: one question sought to discover how many people were aware of this alternative. We also asked patients for comments and suggestions about our services .

Summary

The full results of the survey are given below but are summarised in this section.

Pleasingly, there was a high degree of satisfaction with our Staff :92.5%  of respondents rated our Doctors as good, very good or excellent, 94.5% rated our Nurses as good, very good or excellent and 89.8% gave the same ratings to our reception team.

37.9% were unaware that telephone consultations  were available and 52% felt that the changes we put into place last year had improve the availability of appointments.  65% expressed an interest in either email or Skype as a method on consultation in the  future. 79% of those who had an opinion wanted Spa  medical  Centre to stay as a two Doctor  practice  rather than join with other practices .

We received many suggestions about improving our services, which are listed at the bottom of the survey. They can be grouped into broad areas, these being the appointment system, the building and facilities, providing extra medical services and staffing issues.

Management response

In deciding how to respond to the results of the survey we have to bear in mind our fundamental aim and objective which is to provide excellent primary health care to the community we serve. We aspire to do this in a manner which is accessible to all our patients .Our main asset is the skills and experience of our doctors and nurses supported by our administration staff. We do this within the constraints imposed by the Department of Health as a traditional GP partnership and we rely almost exclusively on public funding.  As mentioned earlier, this funding is increasingly being squeezed so that in making plans for the future, we have to firstly try and safeguard our existing services as well as using our funding as efficiently as possible.

The majority of the respondents to the survey have made it clear that they wish Spa Medical Centre to continue as a small 2 Doctor practice providing a personal service. As such, we are unable to employ any additional doctors but continue to rely on locum doctors when one of our partners is a way. We have recently employed a part-time female doctor who has been received positively by many patients.

Regarding the building and facilities, we soon expect to be inspected by the CQC, and will endeavour to maintain our premises and equipment to all the required standards.

We are exploring ways of improving confidentiality at the reception desk, and will incorporate some of the survey comments into our staff training.

We do not have the resources to employ a phlebotomist to take blood at the surgery. When possible we will try to  take blood samples from the elderly  and infirm on the premises.

Our doctors have skills and experience in many areas, but not in minor surgery (except joint injections) so we do not plan to offer this service in the immediate future.

We hope to make our appointment system more flexible and will be looking at ways of making email consultations a secure and safe alternative to our traditional consultation methods

We would very much value the import of our patients in deciding where our priorities should be for the next year and have sent a copy of this  report to all patients on our email list then hope to hold a open meeting in the near future to discuss this further.

Methods

110 survey forms were printed and handed out to patients as they attended the surgery over the 2 week period  starting March 10th. Also a web link was sent to all patient’s  who have given us an email address, and posted on our website.  All data from the printed forms was entered onto  the online survey.

Response

All 110 printed forms were completed and we received 37 online forms, giving a total 148 responses.

The demographics of the respondents are given below.  Clearly although under 25’s comprise a large section of our patient population, they are not well represented in the survey, however we  believe that the gender and ethnicity of our population has been fairly represented.

 

 




                         

 

 

Gender

                             

 

 

Male

Female

                           

 

 

78

68

                           

 

 

53.4%

46.6%

                           

 

Practice  population

54.4%

45.6%

                           

 

 

                                     

 

Age

           

 

 

less than 16

17-24

25-34

35-44

44-54

55-64

65-74

75-84

85-89

> 90

Response Count

           

 

 

1

8

23

34

33

20

14

8

1

0

142

           

 

 

0.7%

5.6%

16.2%

23.9%

23.2%

14%

9.9%

5.6%

0.7%

               

 

Practice  population

15.9%

8.8%

18.9%

16.7%

12.1%

12.4%

8.5%

4.3%

1.5%

.01%

             

 

 

                                     

 

                                     

 

How would you describe how often you come to the practice (other than to collect a prescription)?

                         

 

Regularly

Occasionally

Very rarely

Response Count

                         

 

 

48

64

30

142

                         

 

Ethnicity

                               

British or mixed British

Scottish

Any other White

Any other mixed

Caribbean

Pakistani

Irish

White & Asian

African

Any other black

Indian

Total

         

42

1

15

1

1

3

4

2

1

1

70

141

         

29.8%

0.7%

10.6%

0.7%

0.7%

2.1%

2.8%

1.4%

0.7%

0.7%

49.7%

           



Results

Satisfaction with staff

Doctors

How do you rate the medical care you receive from the Doctors at Spa Medical centre?

Answer Options

Response Percent

Response Count

Excellent

48.0%

71

Very good

33.1%

49

Good

11.5%

17

Average

6.1%

9

Poor

0.0%

0

Very poor

1.4%

2

answered question

148

skipped question

0

 

Nurses

How do you rate the medical care you receive from the Nurses at Spa Medical centre?

Answer Options

Response Percent

Response Count

Excellent

47.5%

67

Very good

39.0%

55

Good

7.8%

11

Average

3.5%

5

Poor

0.7%

1

Very poor

1.4%

2

answered question

141

skipped question

7

 

Reception

How do you rate the service you receive from the Receptionists at Spa Medical centre

Answer Options

Response Percent

Response Count

Excellent

36.1%

53

Very good

36.7%

54

Good

15.0%

22

Average

8.8%

13

Poor

1.4%

2

Very poor

2.0%

3

answered question

147

skipped question

1

 Our Services

We understand that it can be very frustrating trying to get appointment sometimes. Often we can sort out your problems without a face to face meeting. Did you know that you can request a telephone consultation with a Doctor?

Answer Options

Percent

Count

yes

62.1%

90

no

37.9%

55

answered question

145

skipped question

3

  Have you noticed any improvement in the availability of appointments in the last year?

Answer Options

Response Percent

Response Count

yes

51.8%

72

no

48.2%

67

answered question

139

skipped question

9

 The government has suggested that GP’s should provide new ways for patients to communicate with them.  Would you find it acceptable to consult a Doctor using any of the following methods:

 Answer Options

 

Response Percent

Response Count

Skype

22.7%

22

Email

77.3%

75

answered question

97

skipped question

51

 General Practice is under increasing pressure these days and in order to survive it may be necessary at some point in the future for Spa Medical Centre to merge or at least share facilities with our neighbouring practices. We have always prided ourselves on the personal service we provide as a small practice, something that might be lost if things change. Would you :

 Answer Options

 

Response Percent

Response Count

Prefer Spa Medical Centre to remain a small two Doctor  practice?

60.4%

84

Join with other Doctors to become part of a large group practice?

16.5%

23

Don’t care either way.

23.0%

32

answered question

139

skipped question

9

 Comments and suggestions

Perhaps the most useful part of the survey is the comments and suggestions which patients give us. We were overwhelmed with compliments about our nurses and Doctors but noted a number of concerns expressed about our Reception team. It is a sad fact that general practice receptionists in their front line role receive the brunt of people’s anxieties and frustrations and this is expressed in a minority of comments.

We asked how patients thought we could improve our services.

Here are all the answers:

  • longer hours with more appointments to fit in more with hours of work
  • better ways to get appointments
  • more lighting in reception seating room and blood test done in surgery
  • online appointment bookings
  • may be different building / modernise present
  • given more advice when seen GP
  • more doctors
  • don't think I have all is fine
  • please at least give appointment when I call before 9am to have to wait far too long to get appointment
  • Being able to access both doctors having a choice!
  • more availability for appointments
  • better appointment booking facility
  • Open surgery as when you call the lines are always busy then when you get through you are told no appointments.
  • a new telephone system
  • few more doctors
  • making it bigger so there is more doctors
  • can't think of anything - excellent service
  • Just one request sometimes we can't call for appointment at 8.30am because of work so please make appointments for the next day if you don't have the same day.
  • should be able to make next day appointments
  • I think they are all very caring anyway
    getting to see the doctor you want
  • I think need more doctors
  • just keep up and  maintain your excellent standards
  • online appointment booking and call back service
  • nothing keep up the good work
  • I think this surgery has too many patients there should be more doctors and nurses
  • I think the medical centre is doing just fine
  • it is difficult for me to make appointments by ringing at 8.30am as I am always travelling to work a bit more flexibility to make appointments would be useful
  • some way to make it easier to get an appointment telephone line always engaged when you ring at 8.30 - and when you call during the day no appointments left
  • more appointment slots made available
  • opening hours longer may be another doctor
  • nothing everything clean and tidy
  • open on Saturdays
  • appointment system
  • should be easy to get an appointment
  • they are doing an excellent job
  • more appointments should be available for Pandya
  • more robust internal communications
  • I can never get through on the phone not sure how you improve on this other than with more staff
  • to be able to see your own doctor instead of locums or ther doctors who don't know you as a person or your medical history
  • improve tannoy not always clear/ noise in waiting room
  • better phone contact
  • better lighting
  • recommend blood tests should be carried out here difficult to go to hospital when elderly
  • more late night appointments / additional doctors to cover being able to pre-book appts
  • I think it is wonderful
  • Providing the opportunity to see Dr Knight or Dr Pandya, improving choice
  •  Receptionists at the hatches should be dealing with people in queue. Someone else should be dealing with incoming calls.
  • Waiting room needs brightening up and made more welcoming, e.g. to keep young children amused
  • The web page sometimes is not easy to use, and it has some pitfalls.
  • Not always practical having nurses upstairs.  Some people would have difficulty getting up there. Waiting room seems stuffy and chairs not that comfortable
  • In recent months I have been increasingly asked by reception staff why an appointment is required, what the symptoms are, length of illness and other information to pass on to the doctor to determine if an appointment is needed or phone call. When the medical issue has been of a very personal issue I have been extremely uncomfortable about sharing this information with the receptionists. I would prefer not to do this.     I have recently seen stand in doctors when my own doctor is not available. I would prefer to continue seeing a stand in doctor than not to see a doctor at all. However, nearly all stand in doctors have given advice, a prescription or a referral which my own doctor has not agreed with and wanted to pursue. This lack of consistency in approach has led to much confusion and time wasting. If there is a way to avoid this, I would be grateful if the practice could explore this.
  • appointment process has to be made easier
  • New reading material in the waiting room would be nice otherwise I am very happy with the practice
  • I have problems ordering prescriptions on line as the system doesn't always let me on.
  • Telephone appointment booking is difficult. By the time one gets through most appointments are already booked. Not sure how you would improve it.
  • Sometimes difficult to make an appointment and when calling on the day can redial several times.  Perhaps more telephone staff at busy times would help?
  • Improving receptionist social service skills, and enduring personal medical information is not discussed in earshot of other patients. The appointment system does not seem to work efficiently. In addition - I have had delays in referrals to the hospital as the paperwork hasn't been sent.
  • Sort out some of the notices in the waiting room, some appear to be out of date.
  • Reception Area can be more attractive
  • Nothing, I like the way it is
  • Free wifi.  Electronic sign-in to say you have arrived for your appointment would free up the receptionists to deal with more important issues. The should ideally be situated in the lobby so as too keep the patient and receptionist familiar with each other. Though this should not be for everyone, just the ones who are able to use it.
  • Improve getting an appointment easier like prebook system
  • It has always been good.
  • Online appointments up to 6 weeks in advance.
  • Display more appropriate info in waiting room e.g. x amount of people booked appointments last month and x amount failed to attend appointments. It costs x amount if you have to call an ambulance as most people don't realise the net cost of doing so or the cost of unnecessarily attending A+E.
  • Minor surgery a possibility?
  • I like the surgery being a small independant surgery but feel it could be better if a female Dr were to join surgery as a 3 Dr surgery even if it were only a few days per week or set days or may even better late evening surgery so patients are still able to see a Dr on the day?
  • Offer telephone consultations with a nurse for less urgent matters or even nurse appointments for less urgent matters to free up Drs time.
  • Surgery is not very child friendly at the moment whereas many other modern surgeries these days are.
  • Have a more informative up-to-date website.
  • Not enough people taking telephone consultations as probably not aware of them. Offer people a practice leaflet detailing these things.
  • Being able to have blood tests done there instead of hospital 
  • Minor surgery i.e. mole removal, skin tags etc
  • Keep the surgery open at lunchtime, with one receptionist working so that you can hand things in, collect prescriptions and make appointments.
  • A phlebotomy service would be good.
  • Appointments by email or Skype would save time and travel
  • leaving some material to keep children entertained in the downstairs waiting area. Just a few books would be good.
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