Throckley Primary Care Results of Patient Information Survey - 2013.
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Throckley Primary Care Results of Patient Information Survey - 2013
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Transcript of Throckley Primary Care Results of Patient Information Survey - 2013.
Throckley Primary Care
Results of Patient Information Survey - 2013
Telephoning the Surgery
Do you find the automated option system helpful?(197 replies)
0
20
40
60
80
100
120
140
160
Yes (72%)
No (10%)
Don't know (8%)
How easy is it to get through on the telephone? (201 replies)
0
20
40
60
80
100
120
140
Very easy (27%)
Fairly easy (64%)
Difficult (11%)
Don't know (0.5%)
Haven't tried (0.5%)
Appointment System
Have you used the new appointment system which involves you speaking to a GP on the telephone to see how best to
help you?(198 replies)
80
85
90
95
100
105
110
Yes (55%)
No (45%)
After speaking to the GP, what was the outcome?
0
20
40
60
80
100
120
140Advice
Prescription issued
Appointment bookedto attend surgery tosee GP
Appointment bookedto attend to seeHCA/Practice Nurse
Referred to anotherhealthcareprofessional
Further telephoneconsultation bookedfor review
Were you happy with the outcome?(182 replies)
0
20
40
60
80
100
120
140
160
Yes (79%)
No (21%)
Is this system best for you?(146 replies)
72
72.5
73
73.5
74
74.5
75
Yes (51%)
No (49%)
How quickly do you usually get to speak to the GP?(188 replies)
0
10
20
30
40
50
60
70
80Within 4 hours (38%)
4 - 8 hours (37%)
Next working day(12%)
2 - 3 working days(12%)
4 - 5 working days(2%)
Longer than 5working days (0%)
Was this soon enough for you?(163 replies)
0
20
40
60
80
100
120
140
Yes (75%)
No 25%)
Was this with the GP of your choice?(153 replies)
0
10
20
30
40
50
60
70
80
90
100
Yes (61%)
No (39%)
If you were booked an appointment to attend the surgery to see a GP, did you get the appointment on the day of your choice?
(165 replies)
0
20
40
60
80
100
120
Yes (70%)
No (30%)
If not on the day of choice, how long did you wait for an appointment?
0
5
10
15
20
25
30
35
40
45
Same day
1 - 2 working days
3 - 5 working days
Longer than 5working days
Consultations
Who was your consultation with?
0
20
40
60
80
100
120
140
160
180
Doctor (80%)
Practice Nurse (17%)
Other (3%)
Thinking about your last consultation, how would you rate the following?
Giving you enough time?(198 replies)
0
10
20
30
40
50
60
70
80
90
100
Very good (51%)
Good (35%)
Fair (11%)
Poor (2%)
Very poor (1%)
Listening to you?(197 replies)
0
20
40
60
80
100
120
Very good (60%)
Good (32%)
Fair (5%)
Poor (3%)
Very poor (0%)
Explaining tests and treatment?(197 replies)
0
20
40
60
80
100
120
Very good (59%)
Good (30%)
Fair (8%)
Poor (2%)
Very poor (1%)
Involving you in decisions about your care?(181 replies)
0
10
20
30
40
50
60
70
80
90
100
Very good (53%)
Good (37%)
Fair (9%)
Poor (1%)
Very poor (0%)
Treating you with care and concern?(181 replies)
0
10
20
30
40
50
60
70
80
90
100
Very good (55%)
Good (34%)
Fair (9%)
Poor (1%)
Very poor (1%)
Do you have confidence and trust in the health professional you saw or spoke to?
(184 replies)
0
20
40
60
80
100
120
140
160
180
Yes (95%)
No (5%)
Opening Hours
Do you know the Practice opening hours?(183 replies)
0
20
40
60
80
100
120
140
Yes (68%)
No (32%)
Are the opening hours convenient to you?(181 replies)
0
20
40
60
80
100
120
140
160
180
Yes (97%)
No (3%)
Would you recommend Throckley Primary Care to your family and friends?
(174 replies)
0
20
40
60
80
100
120
140
160
180
Yes (94%)
No (6%)
Have you visited the Practice website?(188 replies)
0
20
40
60
80
100
120
Yes
No
Did you know we have a Patient Participation Group to help us to improve services?
(188 replies)
0
20
40
60
80
100
120
140
160
Yes
No
About You
Are you male or female?(174 replies)
0
50
100
150
200
250
Female (71%)
Male (29%)
How old are you?(174 replies)
0
50
100
150
200
250
Under 15 (1%)
16-44 (36%)
45-64 (28%)
65-74 (25%)
75+ (11%)
Do you have a long standing health condition?(173 replies)
0
50
100
150
200
250
Yes (54%)
No (46%)
What is your ethnic group?(174 replies)
0
20
40
60
80
100
120
140
160
180
White (99%)
Black or Black British(0%)
Asian or Asian British(0%)
Mixed (0%)
Chinese (0%)
Other (1%)
Which of the following best describes you?(178 replies)
0
50
100
150
200
250Employed (38%)
Unemployed (4%)
At school or in full timeeducation (3%)Unable to work due tolong term sickness (9%)Looking after your home/family (8%)Retired from paid work(35%)Other (3%)
Service Improvements
• Telephoning the Surgerya) Patient feedback reports the greeting message as being too long, can this be shortened?
b) Patient related messages:- to continue to play useful patient related information whilst waiting in the telephone queue.
Plana) The greeting message has been reduced.
b) To continue to work with the PPG on up to date messages, ie appointment system, flu campaign, promotional campaigns.
Service Improvements
• Appointment SystemThe practice put in a place a new appointment system in November 2012 to respond to the increasing demand for appointments and to improve access for patients to be given the most appropriate appointment, length of appointment with the most appropriate clinician. The practice is continuing to make changes to the new system and will be working with the Patient Participation Group (PPG) to produce a leaflet on the appointment system and frequently asked questions.
