Patient Survey 09

Satisfaction

Mean Score

Mean Score

GPAQ

2009

2008

Benchmark

Receptionist

74%

76%

77%

Opening hours

67%

64%

67%

Availability of a particular Doctor

63%

62%

60%

Availability of any doctor

73%

71%

69%

Waiting times at Practice

53%

57%

57%

Phone access

52%

51%

59%

Access advice (GP)

63%

63%

61%

Continuity of care

56%

56%

69%

Doctors questioning

79%

81%

81%

Doctors listening skills

82%

82%

84%

How well a GP puts the Patient at ease

82%

83%

84%

How much GP involves Patient

80%

81%

81%

Doctors explanation

82%

83%

83%

Time GP spends with Patient

80%

79%

80%

Doctor’s patience

82%

82%

84%

Doctor’s caring and concern

81%

82%

84%

Patient’s ability to understand problem after visiting Doctor

69%

68%

69%

Patient’s ability to cope with problem after visiting Doctor

66%

68%

66%

Patient’s ability to keep healthy after visiting Doctor

61%

58%

62%

Action Point

Agreed Action

2008

     Continuity of Care

   Opening Hours

         Improve Telephone Access

         Improve Access                

Patients are encouraged to build clinical patient/doctor relationship with 2 GPs (Buddy System) so that if their preferred GP is absent, they have patient/doctor familiarisation with another GP - This has proven positive for patients and will continue to be encouraged.

Clinical staff  to book follow up reviews if needed.  This ensures continuity of care for patients. - This has proven positive for patients and will continue to be encouraged

Patient views obtained on extended hours, although the Practice will not be offering extended hours at this present time.  This is being reviewed in 2009

Maximise the number of staff available to answer telephone at peak periods of demand.   Our peak period of demand is from 8am – 9am.  During that time, all available lines are manned by staff to improve telephone access.  We will continue to monitor telephone traffic and have a system in place that calls forward that phone to the next available staff member throughout the day.  We will continue to monitor access during 2009

Ensure that all staff answering telephone lines have access to a computer.  

On Line Booking Service – came into operation from 3^rd November 08.  Patients registered to use the service have access to real time booking of appointments, request medication, or change contact details.   This has proven popular with patients and will be actively promoted during 2009.

Continue to monitor manpower against workload and arrange additional manpower cover if required.  

Continue to monitor appointment capacity against demand.  

Continue to offer Saturday morning Flu Vaccination Clinics during October.

2009

Continuity of Care

       Opening Hours

         Improve Telephone Access

      

Improve Access        

         OTHER  ISSUES

         You asked about

        
         Improving Toilet Facilities

    
         Automatic Doors

        Hand Gel          

Patients are encouraged to build clinical patient/doctor relationship with 2 GPs (Buddy System) so that if their preferred GP is absent, they have patient/doctor familiarisation with another GP - This has proven positive for patients and will continue to be encouraged

Clinical staff  to book follow up reviews if needed.  This ensures continuity of care for patients. - This has proven positive for patients and will continue to be encouraged

The Practice does not offer extended hours at this present time, but will review again during 2009. 

Maximise the number of staff available to answer telephone at peak periods of demand.   Our peak period of demand is from 8am – 9am.  During that time, all available lines are manned by staff to improve telephone access.  We will continue to monitor usage.

Ensure that all staff answering telephone lines have access to a computer.  

On Line Booking Service – came into operation from 3^rd November 08.  Patients registered to use the service have access to real time booking of appointments, request medication, or change contact details.   This has proven popular with patients and will be actively promoted during 2009.

We are also looking at an automated appointment phone system with SystmOne.  This would enable a patient to phone the surgery at anytime to book, check, or cancel appointments.  This would give the patient more choice in when they can call, thereby freeing up phones lines at traditionally busier times.

We are also looking at Electronic Transfer of Prescription between the Practice and the Pharmacist.  This should make it easier for patient to obtain prescription and reduce the need for the patient or pharmacist to collect the prescription from the surgery.

We also looking at the feasibility of having a touchscreen in Reception that patients can use to order prescription/book appointments without the need to access via Reception.

Continue to monitor manpower against workload and arrange additional manpower cover if required.  

Continue to monitor appointment capacity against demand.  

Continue to offer Saturday morning Flu Vaccination Clinics during October

These will be improved along with the alteration to the existing building.

These will be provided during phase II of the building works.

Supply point in Reception