Barwell and Hollycroft Barwell and Hollycroft Medical CentresMedical Centres

GP Patient Survey ResultsGP Patient Survey Results

BackgroundBackground

Meeting of 20 June 2011Meeting of 20 June 2011Questions discussed and chosenQuestions discussed and chosenSurvey in August 2011Survey in August 201150 patients each site, 100 in total50 patients each site, 100 in totalPresentation of resultsPresentation of resultsPlan of action for improvementsPlan of action for improvements

Question:Question:

‘‘how do you prefer to book appointments?’how do you prefer to book appointments?’

““issues with getting through on the phone”issues with getting through on the phone”““time spent on calls”time spent on calls”““cost of calls”cost of calls”

In person 28 26%

By phone 65 61%

Online 14 13%

Question:Question:

‘‘are you aware that you can pre-book are you aware that you can pre-book appointments more than 2 days in advance?’appointments more than 2 days in advance?’

Yes 63%

No 27%

Question:Question:

‘‘if yes, did you have any difficulty booking the if yes, did you have any difficulty booking the appointment in advance?’appointment in advance?’

Yes 32%

No 68%

““difficult to book for a particular doctor in difficult to book for a particular doctor in advance”advance”

Question:Question:

‘‘if you needed to see a doctor urgently, have if you needed to see a doctor urgently, have you managed to get an appointment the you managed to get an appointment the

same day?’same day?’

Yes 62 89%

No 9 11%

Not needed to 27

Question:Question:

‘‘do you prefer appointments……..?’do you prefer appointments……..?’

Before 9am 36 28%

Between 9am – 12pm 37 29%

Between 12pm – 2pm 10 8%

Between 2pm – 5pm 16 13%

After 5pm 27 22%

Question:Question:

‘‘how does the practice manage your chronic how does the practice manage your chronic illness e.g. diabetes, asthma etc?’illness e.g. diabetes, asthma etc?’

Question:Question:

‘‘how would you rate the surgery premises?’how would you rate the surgery premises?’HollycroftHollycroft

CommentsCommentsHollycroft surgery:Hollycroft surgery:

good parkinggood parkinggreat improvements of lategreat improvements of latefresh and cleanfresh and cleangood to see TV gonegood to see TV goneneed more wheelchair spaceneed more wheelchair spacetoo hottoo hotmodern, clean, happy with itmodern, clean, happy with itall consulting rooms immaculateall consulting rooms immaculate

Question:Question:

‘‘how would you rate the surgery premises?’how would you rate the surgery premises?’BarwellBarwell

CommentsCommentsBarwell surgery:Barwell surgery:

needs painting and new furnitureneeds painting and new furnitureneeds refurbishmentneeds refurbishmentneed to move forward into the 21need to move forward into the 21stst century centuryclean, tidy, kept wellclean, tidy, kept wellvery goodvery goodnot much for childrennot much for childrenno music pleaseno music please

Other comments:Other comments:

•Receptionists could be more helpfulReceptionists could be more helpful•Difficult to see my preferred doctorDifficult to see my preferred doctor

CommentsComments

Suggestions for improvementsSuggestions for improvements

Practice Plan:Practice Plan:

Telephone system at BarwellTelephone system at BarwellBarwell premisesBarwell premisesContinuity of careContinuity of careFlexible appointment timesFlexible appointment timesTraining of staffTraining of staffOnline bookingsOnline bookings

Thank you for your timeThank you for your time