Analysis of Patient Survey 2012 Presented by: Dr. Bali Sohanpal Survey conducted in...

Analysis of Patient Survey 2012

• Presented by: Dr. Bali Sohanpal

• Survey conducted in November/December 2012

• Questionnaire’s handed out 240• Collected and analysed 200

Q1. The past 12 months, how many times have you seen a doctor from your practice?

Total 197

Q2. Satisfaction with receptionists

21 fair

64 good69 very good

36 excellent

5 poor

1 very poor

Total196

Garlinge score 2012

97%

GarlingeScore 2008 97%

Q3a. Satisfaction with opening hours

Poor 3 Garlinge (December 2012)

score98.5%

Ipsos MORI(March 2011)

score 84%

Total 196

Q4b. Availability of a particular doctor

V poor 1 Garlinge

(December 2012)score85%


score 91%

Total 191

Q5a. 48 hour booking

Garlinge (December 2012)

score79%


score 78%

Able to see doctor on the same day or next 2 days the surgery was open

Total 191

Q5b. Availability of seeing any doctor

V poor 1

poor 8

good41

fair 45

V good43

Excellent23

n/a25


score82%

Garlinge (Oct 2008)

score 74%

Total 186

Q6 See GP on same day if urgent?

Total 131


score73%

Garlinge (Oct 2008)

score 61.5%

Q8a. Phoning through to practice

Total 192

V poor6

poor13

fair45

good60

V good40

Excellent18

Don’tknow

10


score90%


score 80%

Q8b. Phoning through to doctor for advice

V Poor 4


score33%


score 18%

Total 178

9b. Continuity of care

Total 181

Fair 19

Good 63

Excellent34

V Good 63

V poor1

poor1


score98%


score 91%

Q10a Doctor’s questioningHow thoroughly the doctor asks about your symptoms and how you are feeling?

V poor2

Poor4

fair26

good54

Excellent44

V good47

n/a4

Total 181


score94%

Garlinge (Oct 2008)

score 93%

Q10b. How well the doctor listens

Total 183


score91%

V poor2

poor11 fair

25

good47V good

49

Excellent45

n/a4


score 82%

10c. How well doctor puts you at ease

Total 182

poor3

V poor2

fair16

good50

V good54

Excellent46

n/a11


score90%

Garlinge (Oct 2008)

score 89%

Q10d. How doctor involves patient

Total 184

V poor2 Garlinge

(December 2012)score85%


score 64%

Q10e. Doctors explanations

Total 184

V poor1

poor9 fair

27

good43

V good51

V good46

n/a7


score91%

Garlinge (Oct 2008)

score 92%

Q10f. Time doctor spends

Total 184

V poor1


score97%

Garlinge (Oct 2008)

score 97%

Q10g. Doctor’s patience

Total 184

V poor1

poor11 fair

22

good47

V good46

excellent52

n/a5


score92%

Garlinge (Oct 2008)

score 90%

Q10h. Doctor’s caring and concern

V poor2

Poor9

fair21

good53

V good46

excellent49

n/a4

Total 184


score92%

Garlinge (Oct 2008)

score 92%

Q12a. How well the nurse listens?

V poor1

poor1

fair3

Good35

V Good59

Excellent47

Total 146

Q11. Nurse seen: yes 144 no 45


score96.5%

Q12b. Quality of care provided by nurse

V poor 1

fair 3

good 29

V good 60

excellent52


score96.5%

Total 145

Q13. Base population gender: male 85 female 110

Q14. Long standing illness/disability: yes 90 No 84

Employed77

Retired66

Unem6

4 FT Edu

Sickunem

11

caring15

other4

Total 183

Patient commentsVery pleased with surgery and doctor

To be told there is nothing wrong with you

Dr needs to listen to his patients more not fob them off

Flexability if your late for apt . Excellent practice

Drs and Nurses very good . Some reception staff not Helpful

Pleased with surgery

Grateful to receive NHS heath check Dr has always referred myself and family as required quickly

Dr very good to improve midwifery

Evening apt would be helpful

To have longer time seeing doctor

Very happy with service

Very good service

Very prompt referrals against out of hours serviceAlways refer me to appropriate specialist. Delays with hospital apt

Friendly reception staff and fantastic nurse team. Against having a nurse treat me on a Friday so could travel to surgery instead of community nurse

They are all helpful against surgery phone

Maybe open at weekends and later in the evening appointment made longer

Nurse availability on a Friday

Double appointment, longer time

Choice over which doctor to see without being made to feel like your inconveniencing them

Time it takes to get through on the phone

Yes I’m checked regularly

Ability to see doctor at short notice seems to have improved also would be good to be able to book own appointment online

Compared to other surgeries appointments easy to come by.

I am actually "out of area" but love the service so much I have requested to stay with this surgery.

Doctor very friendly, natural. Music too loud in doctor's waiting room. Could be turned down a bit.

Doctor looking at you when you are talking rather than the computer

Excellent reception staff very patient. Long wait for the Nurse

Good practice. Fortunately do not have to use services very often

Handy to have blood pressure machine in waiting room Doctors and Nurses generally very effective . Would prefer to have family planning at my surgery.

my care is very good

satisfied with service

Having 10 min apt as at old surgery had only 5 min

To Listen to what the patient is saying , I feel that they feel like I’m making it up

Good practice with excellent receptionist and good doctors

Very helpful receptionists

This is a very good surgery. Possibly more to keep small children amused whilst waiting

Quickness of being seen ,treated and referred

Excellent practice Ability to see G.P. sooner

I would just like to add that on all ocassions that I have seen my doctor she has always been very thorough and I am very pleased with her as a doctor.

Good in General. Repeat prescriptions.

Piped music too loud in Doctors waiting room! No music would be better!

New surgery

I have only just joined surgery and only seen a nurse. So far I am very happy. Its quite confusing where to go as I assumed its all in one building.

Appointment booking quicker

Generally a good service, no problems, would recommend

A proper doctors building rather than portacabins. Being told all the doctors names and who will see before an appointment.

Early morning appointments from say 8.30

My doctor cares, Nothing to improve

Doctor understands I know more about children than him as I have 10 which helps a lot

Nice doctors, but some reception staff can be rude and had to go to A&E for appointment as an emergency because no available appointments. Better building and more toilets. Better phone system as have to come down the surgery for appointment at 8am. Would love to be able to do an online booking for an appointment like some other practices I know as you dont always get an appointment.

Like all the staff, feel free to ask questions. Would like more doctors.

Improve Appointment Times

Nothing to improve

A Saturday service or a drop in doctor. In general the surgery runs a pretty good service.

I find the doctors to be very knowledgeable and I trust their decisions regarding my care. I work 9-5 (or later!) every weekday so ability to see doctor in evenings (eg until 6.30pm) would be beneficial.

I was very impressed, I was given an appt within an hour of phoning this morning. Thank you

its all very good

fully satisfied

all ok

Very satisfied with my care

im satisfied

The Practice’s most improved performing areas in 2012 as compared to Ipsos/MORI 2011

patient surveyPhoning through to doctor for advice

GarlingeScore 2012: 33%

Garlinge/IpsosMORIScore 2011: 18%

National Average 2011: 26%

How doctor involves the patient


Base 186

Base 186

Base 197 Base 1755946

Base 212

48hr booking GarlingeScore 2012: 79%



Base 120Base 186 Base 1075792


National Average 2011: 72%Base 1865207

My doctor was good at listening to me


Base 183 Base 221



Opening hours GarlingeScore 2012: 98.5%



Seeing usual doctor continuity of care


Base 196

Base 186

Base 218 Base 1928449

Base 140

The Practices highest/lowest performing areas compared to IpsosMORI patient survey Mar 2011



Seeing GP on the same day if urgent

GarlingeScore 2012: 73%Base 186

Garlinge 2008Score : 61.5%

Availability of a particular doctor

GarlingeScore 2012: 85%Base 191

Garlinge/Ipsos MORIScore : 91%

Base 104

Action plan

1. Decrease advance bookable appointments by 10% to make more GP appointments available on the day.

2. Use of new surgery website for communication with the surgery to decrease load on phone lines

3. Reorganise reception area for improved access to reception staff for better confidentiality.

Analysis of Patient Survey 2012 Presented by: Dr. Bali Sohanpal Survey conducted in...

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