Patient Survey 2013/14 Appointment & GP Access • 2 part survey carried out between December 13 & January 14 •Much Wenlock & Cressage Patients Voice’ agreed survey topic and approved questions •Survey available at each surgery and via the Practice website •Survey advertised in the practice via posters and staff, in local parish magazines and via the Practice Website. •158 responses received (24 via Practice website) SECTION ONE: ACCESSING THE APPOINTMENT SYSTEM Q1 : How did you contact the surgery to make your appointment? 3.16% 1.90% 17.09% Phone 77.85% In Person Internet Booking Someone Else 158 respondents answered this question Q2: If making the appointment by phone how easy was it for you get through to the Practice: 0.76% One Call 17.42% Several Calls 27.27% 54.55% More than Several Attempts Unable to get through Easy of getting through to the practice by phone 132 respondents answered this question Q3: How did you find the staff who dealt with your call or enquiry? 4.00% 2.00% 21.33% Very Helpful Helpful 72.67% Unhelpful Very Unhelpful 150 respondents answered this question Q4: Did you feel you were treated as an individual and listened to? 8% Yes No 92% 150 respondents answered this question Questions 5 & 6 related to patients awareness of services/groups Internet appt booking Responses Internet prescription requests 71 Nurse Triage Service 74 GP telephone consultations 75 Practice website 96 None of above 52 MW& C Patients’ Voice 43 Community Care Co-ordinator 10 Practice Support Group 44 Q7: asked patients how they access information about the Practice and its services Means of accessing information Responses Practice Leaflet 54 Practice Website 44 Posters in practice 55 Practice staff 35 Articles in local newsletters 54 Patients’ Voice 4 Word of Mouth 35 Other 4 SECTION TWO: GP ACCESS AND SERVICES Q8: when contacting the Practice did you require an appointment to be seen that day by a GP? 40.30% 59.70% Yes No 134 respondents answered Q9: If you required an appointment that day did you receive one? 32.50% Yes 71.25% No Of the 80 respondents who requested a same day appointment, 71.25% received an appointment that day. Of the patients who weren’t able to obtain a same day appointment, 84.62% were offered a phone call from the Duty GP; 15.38% were offered a the nurse triage service. Q11: If you requested an appointment for a future date, were you able to see a doctor within a suitable time period? 21.69% Yes 78.31% 83 responses received. Of the 18 patients who felt the time period was unsuitable the longest wait for an appointment specified was 4 weeks no Q12: Did you request to see a GP of your choice? 40.48% 59.52% yes no 126 responses received Q13: If you requested a specific GP were you offered an appointment with that GP? 16.00% Yes No 84.00% Q14: If No to the choice of your requested GP were you given an alternative option that was acceptable to you? 12 patients indicated that they weren’t offered an appointment to see their GP of choice in Q13, however 31 responses were received in to Q14, of which 74.19% found the alternative offered acceptable to them. Q15 : How satisfied were you with the treatment/advice you received at your appointment? 3.97% 0.79% 35.71% Very satisfied 59.52% Satisfied Dissatisfied Very Dissatisfied 126 responses received Q16: Did you feel you were treated as an individual and listened to? 4.84% Yes No 95.16% 124 responses received Comparison of satisfaction with treatment results with Minor Ailments Survey carried out in March 2011 Minor Ailments Surgery March 11 Current Appointment Review 2013/14 Very Satisfied 57.90% 59.52% Satisfied 37.90% 35.71% Dissatisfied 2.90% 3.97% Very Dissatisfied 1.40% 0.79% 140 responses received for the Minor Ailments survey 126 responses received for the current appointment survey Q17: Overall are you satisfied with the appointment service provided by the Practice? 16.00% Yes No 84.00% 125 responses received Comparison of satisfaction overall Minor Ailments Survey 2011 Current Appointment Survey 2013/14 Satisfied 87.1% 84% Dissatisfied 11.4% 16% (1.5% did not respond) 140 responses received for Minor Ailments survey 125 responses received for current appointment survey SAMPLE OF COMMENTS RECEIVED: •Pleased I could see a doctor same day but feel we are missing open surgery. •Not always practical offering Cressage as an alternative •Same day appointments often gone by 8.40 am •Appointment system is much better than Minor Ailments, especially with young children •Difficult to see 2 particular doctors. Staff are very friendly though. •Attitude of staff is much better than it used to be. •Same day appointments difficult to book, especially if you are not active in the morning. •An excellent practice. •3 weeks for an appointment is too long to wait. •Other comments received not via survey relate to difficulties for patients who work eg in Shrewsbury and have to be at work for 8.30 am then having to make their way back to MW or Cressage for an appointment later than morning. •Difficulties with patients who need appointments outside of working hours Summary of Results 2013/14 Survey Appointments Survey 158 patients completed some or all of the survey • • • • • 77.85% contacted the practice by phone to make their appointment 3.16% booked their appointment via the on-line booking system 54.55% got through to the practice with one call 27.27% got through after several attempts 0.76% were unable to get through to the practice • 94% of patients who responded found the staff who dealt with their enquiry to be either helpful or very helpful • 92% of patients who responded felt they were treated as an individual and listened to by the reception staff. • 84% of patients who responded are satisfied with the appointment system Summary of Results 2013/14 Survey Access to GP Services Survey 158 patients completed some or all of the survey • Of the patients who requested a same day appointment 71.25% received an appointment that day • Of those unable to obtain a same day appointment 84.62% were offered a phone call from the Duty Doctor; 15.38% were offered the nurse triage service • Of the patients who did not require an appointment that day, 78.31% were offered an appointment within a suitable time period • The longest wait for a routine, non urgent appointment was 4 weeks • 84% of patients who requested to see a specific doctor were given an appointment with the doctor of their choice • Of those who were unable to see a specific doctor; 74.19% were offered an alternative that was acceptable to them. • 95.52% of patients who responded were satisfied with the treatment/advice received • 95.16% of patients who responded felt they were treated as an individual and listened to.