Practice Survey Results

3rd GP Practice Survey Feb 2014 for the Stag Medical Centre and Rose Court Surgery by the PPG

A 3rd GP Practice Survey was conducted by members of the Patient Participation Group (PPG) in February 2014.

The survey was available to complete online, via a link from the practice web site, (www.stagmedicalcentre.co.uk), and loaded onto three hand held tablets for members of the PPG to use face to face with patients at both surgery waiting rooms at key times. This also helped to raise the profile of the PPG. There were also paper copies available at both surgeries so patients who did not have internet access, or wished to take a copy home to fill in, were catered for.

In order to make the survey as inclusive as possible and achieve a broad cross section of views, responses were sought from different target groups’ i.e. new mums attending baby clinics.

The questionnaire comprised 21 questions providing quantitative data and one field asking for comments on reasons for their responses to the friends and family question. This provided qualitative data as to why patients would recommend, or otherwise, this Practice to friends and family. These comments were separated into positive and negative responses so as to better inform an action plan for future improvements.

A total of 306 questionnaires were completed which, given the practice population of 11300, demonstrates that the results are 95% reliable, accepting a 5.5% error level.

A major objective of this survey was to ascertain details of the carers involved with patients at the Practice. To this end the questionnaire asked for information relating to the needs of the person being cared for and whether the Carer was registered with the Practice. Only about 13% of respondents reported that they were carers and of these under 13% were registered as such with the Practice.

A further intention of the survey was to determine those enthusiastic in participating in any group(s) or physical activities organised by the PPG. Many respondents declared an interest in a variety of activities. Encouragingly 56 patients stated an interest in helping to promote support for these activities.

Over 85% of respondents would recommend the surgeries to friends and family.

In common with the second survey respondents have reported negative comments relating to the appointments system, communication skills and performance of some of the reception staff and some of the doctors, which still highlights the need to assess staff development in customer service issues.

The gender of respondents was approximately 63% females and 37% males, while the cross section of age ranges was well represented.

The results from the survey, both quantitative and qualitative helps to focus on the key issues that both identify the strengths of the practice and also on areas where improvement can be achieved, therefore leading to the development of an action plan that will address the patient’s concerns.

Action Plans

Short Term Plans

We will publicise the following points:

• If, as a patient, you experience specific difficulties with the appointments system speak initially with the reception staff. If they cannot solve your issue please speak to the Practice Manager.
• If Doctors want a follow up appointment for a patient they should make it at the end of the consultation, provided the rota’s are in place.
• How to submit repeat prescriptions online and for patients with specific problems please speak to the reception staff or the Practice management.
• Giving your mobile phone number to reception so you will receive text reminders for forthcoming appointments.
• Registering with reception so online appointments can be made.
• Registering with the Practice if you are a carer
• Establishing a list of patients who expressed a wish to help promote support for patients and/or physical activity organised by the PPG.

We will promote the following:

The Active Always programme to support the requests for various activities.

Seek support to help run a walking group for patients from the Practice.

Longer Term Plans

• Ongoing Staff training in customer care will be provided by the Practice management team.

Download our 3rd GP Practice Survey (PDF, 1.05MB)

2nd GP Practice Survey Mid Dec 2012 – Mid Jan 2013. For the Stag and Rose Court surgeries by the PPG

Survey Responses – Executive Summary

A 2nd GP Practice Survey was conducted by members of the Patient Participation Group (PPG) between mid-December 2012 and mid-January 2013.

The survey was available to complete online as a link from the practice web site, (www.stagmedicalcentre.co.uk), available as a download from the site if required and loaded onto four hand held tablets for members of the PPG to use face to face with patients at both surgery waiting rooms at key times. This also helped to raise the profile of the PPG. There were sheets available for comments, as the tablet survey didn't include a "comments" field.

In order to make the survey as inclusive as possible and achieve a broad cross section of views,
responses were sought from different target groups’ i.e. new mums attending baby clinics.

The questionnaire comprised 16 questions providing quantitative data and one field asking for comments on various aspects of the practices which provided a wealth of qualitative data. The latter were allocated to themes to better inform an action plan for future improvements.

A total of 340 questionnaires were completed which, given the practice population of 11300, demonstrates that the results are 95% reliable, accepting a 5.2% error level.

When asked: "how good did you find the Nurse at each of the following?" (Questions 2 to 8), Relating to the last time you saw a Nurse at the surgery; An average of 83% responded either Very Good or Good with an average of 16.3% responding that it didn't apply. Therefore less than 3⁄4% rating their experience as poor. However, there were two negative comments relating to the clinical practice of some of the nursing/health care assistant staff.

Over 90% of respondents would recommend the surgeries to others.

In common with the first survey respondents have reported negative comments relating to the communication skills and performance of some of the reception staff, which still highlight the need to assess staff development in customer service issues.

The gender of respondents was approximately 60% females and 40% males, while the cross section of age ranges was well represented.

The responses given to the questions which asked for comments provided a wealth of qualitative data.

These comments were allocated to the following themes:

1. Inner door difficult to open
2. Reception staff
3. Blood tests/Hygiene
4. Raised chairs with arms for treatment/consulting rooms
5. Parking for disabled
6. Appointment system
7. Dr of choice?
8. Door opening at Rose Court (for 8:30 appts)
9. Updating check-in screen to reflect current staffing
10. Repeat prescriptions
11. Hand sanitisers

This approach helps to focus on the key issues that both identify the strengths of the practice and also on areas where improvement can be achieved, therefore leading to the development of an action plan that will address the patients concerns. Initially a short list of short term and longer term plans were identified in order to initiate the process of action planning.

Action Plan

Short Term Plans

• Design poster for hand sanitiser use
• Feasibility of placing notice on touch screens re use of hand sanitisers
• Re-position hand sanitisers for wheelchair access
• Obtain chair raisers for use in treatment & consulting rooms

Longer Term Plans

• Resolve Surgeries inner door opening for wheelchair users/elderly infirm etc
• Staff training (Reception staff & clinical staff)
• Increase number of disabled parking spaces

Download our 2nd GP Practice Survey (PDF, 1.29MB)

GP Assessment Questionnaire Mid Jan & Mid March 2012 For the Stag and Rose Court surgeries by the PPG

Survey Responses & Executive Summary

A GP Assessment Questionnaire was conducted by members of the Patient Participation Group (PPG) between mid January and mid March 2012.

The survey was available to complete online as a link from the practice web site, (www.stagmedicalcentre.co.uk), available as a download from the site if required and paper copies made available in both surgeries.

Members of the PPG were present at the surgery waiting rooms at key times to raise the profile of the survey and asked patients attending the surgery to take part by completing the questionnaire. In order to make the survey as inclusive as possible and achieve a broad cross section of views,
responses were sought from different target groups’ i.e. new mums attending baby clinics, specialist clinics and a residential home for people with learning difficulties.

The questionnaire comprised 37 questions, 33 questions providing quantative data with 6 questions asking for comments on various aspects of the practices which provided a wealth of qualitative data. The latter was allocated to themes to better inform an action plan for future improvements.

A total of 320 questionnaires were completed which, given the practice population of 11200, demonstrates that the results are 95% reliable.

Overall the GP Practice Questionnaire responses were very favourable with high praise for the Practice as a whole which is reflected in the positive answers and comments. The doctors in particular appear to be providing an excellent service to most of their patients with a minority rating their experience as poor. There is mention for the health care assistants and nurses and it is commented that they are very kind with a holistic approach to their professional practice.

Almost half of the respondents use the repeat prescription service online, however, there are some minor issues which on the surface appears to require some consultation with the help desk of the service providers.

One anomaly is the way respondents have rated the performance of the reception staff in that there is a positive response (88%) of good and very good from the quantitative data; however there are some negative comments which highlight the need to assess staff development in customer service issues.

Respondents, in the main, were not in favour of the triage system. It was evident that some patients liked this service especially those with children. The new amalgamated system that came into practice during the latter part of collecting the survey responses may address this controversial service.

When asked “If additional hours were possible, what extra hours would you like the practice to be open?” 75% of respondents chose to ask for extra opening hours with week-ends and evenings being the most popular.

The gender of respondents was approximately twice as many females as males, while the cross section of age ranges was well represented.

The responses given to the questions which asked for comments provided a wealth of qualitative data.

These comments were allocated to the following themes:

 

This approach helps to focus on the key issues that both identify the strengths of the practice and also on areas where improvement can be achieved, therefore leading to the development of an action plan that will address the patient’s concerns. Initially a short list of short term and longer term plans were identified in order to initiate the process of action planning.

Action Plan

Short Term Plans

• Place clocks in each surgery
• Non touch antiseptic hand sanitiser dispensers (wall mounted) at each touch screen with instructions for patients
• Change 0845 number to geographic or free phone
• Online prescription – issues with website navigation, access (passwords etc) & inability for staff to see the “medication request notes”

Longer Term Plans

• Staff training
• Medication – review how the Pharmacies deal with managed prescriptions
• Car Parking
• Inform patients how they are able to access their own medical records
• Create a more welcoming waiting area – art work, pictures etc

See our GP Assessment Survey Results (PDF, 2.83MB)