Docklands medical centre
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Transcript of Docklands medical centre
DOCKLANDS MEDICAL CENTREPractice Survey Feedback Meeting – 13th March 2014
WELCOME Introduction House keeping Refreshments Please note this is not a venue to discuss
individual issues
SURVEYS FOR THE IMPROVEMENT OF THE PRACTICE
Docklands Medical Centre distributed questionnaires for all patients to complete.
We started distributing the questionnaires on the 13th February 2014
The questionnaires were distributed at the reception desk handed out by the reception staff as patients came to the surgery for a variety of services.
It was also distributed on the surgery website on www.docklandsmedicalcentre.com
MJOG message (our text messaging service) was send out to all patients to inform them that the survey was distributed on the website and the reception desk for patients to complete
RETURNED SURVEYS 63 completed Questionnaires were received The demographic of the patient responses to the surveys are shown here Male
48%Female52%
What is your gender?
Under 18 18-30 31-44 45-60 60-74 75-84 85 and over
0%
5%
10%
15%
20%
25%
30%
35%
40%
0.00%
29.41%
37.25%
11.76%
19.61%
1.96% 0.00%
How old are you?
British Iris
h
Any o
ther w
hite b
ackgrou
nd
White a
nd blac
k Cari
bbean
White a
nd blac
k Afric
an
White a
nd Asia
n
Any o
ther mixe
d back gr
ound
Indian
Pakista
ni
Bang
ladesh
i
Any o
ther A
sian Back
groun
d
Carib
bean
Africa
n
Any o
ther Bla
ck ba
ckgrou
nd
Chine
se
Any o
ther eth
nic grou
p0%5%
10%15%20%25%30%35%40%45%50% 45%
0%
27%
0%4% 2% 0%
8%0%
4%0% 0% 2% 0%
6%2%
What is your ethnic group?
SURVEY RESULTS
Looking at the results, most of the responses to the questionnaires were very positive.
But there are few area’s we can work on to improve the service more – we will see this on the slides as we go along.
RESULTS OF THE SURVEY
Strongly Disagree–
8%
Disagree–22%
Neither Agree or Disagree–
14%
Agree–44%
Strongly Agree–11%
Can you usually get an ap-pointment easily?
Strongly Disagree–Disagree–Neither Agree or Disagree–Agree–Strongly Agree–
Strongly Disagree–
Disagree–
Neither Agree or Disagree–
Agree–
Strongly Agree–
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%
7.94%
9.52%
50.79%
26.98%
4.76%
Can you get to speak to the nurse or doctor easily on the phone?
Area to work on - more than 60% unable to speak to nurse or GP easily on the phone
RESULTS OF THE SURVEY
S t ron g ly Disag ree–
Disag ree– Neith er Ag ree or Disag ree–
Ag ree– S t ron g ly Ag ree–
6.35%11.11%
52.38%
22.22%
7.94%
Can you usually see the GP or Nurse you want to see?
Strongly Disagree–
Disagree– Neither Agree or Disagree–
Agree– Strongly Agree–0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
50.00%
3.17%6.35%
22.22%
44.44%
23.81%
Can you get through on the phone easily?
RESULTS OF THE SURVEY
Strongly Disagree–
2%Disagree–
6%
Neither Agree or Disagree–
17%
Agree–56%
Strongly Agree–19%
Are you usually satisfied with your consultation?
Strongly Disagree– Disagree–Neither Agree or Disagree– Agree–Strongly Agree–
Strongly Disagree–
Disagree– Neither Agree or Disagree–
Agree– Strongly Agree–0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
1.59%
11.11%
19.05%
57.14%
11.11%
Do you feel the GP or nurse involves you in decisions about your care?
Strongly Disagree–
Disagree–
Neither Agree or Disagree–
Agree–
Strongly Agree–
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%
1.59%
4.76%
19.05%
50.79%
23.81%
Do you feel the GP or nurse listens to you?
RESULTS OF THE SURVEY
Strongly Disagree–
Disagree– Neither Agree or Disagree–
Agree– Strongly Agree–
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
50.00%
Does the nurse or GP explain your results to you in a way that you understand?
Strongly Disagree–
10%
Disagree–3%
Neither Agree or Disagree–
13%
Agree–44%
Strongly Agree–30%
Do you usually find the reception team helpful?
Strongly Disagree–Disagree–Neither Agree or Disagree–Agree–Strongly Agree–
Not applicable
Not Sure
No
Yes
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
82.54%
9.52%
6.35%
1.59%
If you require an interpreter is there one available during your consultation?
76.19% 79.37%
47.62% 47.62%
12.70%
7.94%
41.27%33.33%
11.11% 12.70% 11.11%19.05%
ResultsYes– No– Not Sure–
52%
24%
9%
10%5%
How quickly are you usually seen after your appointed time?
Less than 15 minutes15-30 minutesabout 30 minutes30-45 minutesOver an hour
Area’s we need to work on - quarter of patients having to wait more than 30mints to be seen.Patient comment: Doctors/nurses should spend more time with patients and explain things clearly and NOT HURRY because the patients were called in late
Area we will need to work on - more than half the patients still unaware of the option to book/ cancel or to order medications online
RESULTS OF THE SURVEY
Strongly Disagree–
Disagree–
Neither Agree or Disagree–
Agree–
Strongly Agree–
0.00% 10.00% 20.00% 30.00% 40.00% 50.00%
6.35%
7.94%
15.87%
42.86%
26.98%
Would you recommend this surgery to others?
S tr o n g ly Di s a g r e e –
Dis a g r e e – Ne i th e r A g r e e o r D i s a g r e e –
A g r e e – S tr o n g ly A g r e e –
0.00
%
7.94
%
9.52
%
46.0
3%
36.5
1%
Is this practice clean and tidy?
PATIENT COMMENTS
We welcome all Patient comments, the comments added on the surveys will be taken in consideration, and where possible action will be taken to improve our services in Docklands Medical Centre.
Patient Comments regarding:
Reception staff: 3 4 GP’s: 3 3
Nurse’s: 6 0 Saturday clinic request: 3 requests made to have Saturday clinic
Text messaging service: 1 0
Services at the practice: 3 3
Positive: Negative
THANK YOU FOR YOUR TIME
Question and answer