Results of Patient Survey

Slides:



Advertisements
Similar presentations
PATIENT SURVEY When you contact the surgery do you feel that surgery staff treat you with respect and are polite and courteous?
Advertisements

Friends Road Medical Practice Patient Reference Group / Patient Survey Results 2013/14: Process for establishing the Patient Reference Group (PRG) included.
Patient Survey 2013/14 Appointment & GP Access. 2 part survey carried out between December 13 & January 14 Much Wenlock & Cressage Patients Voice’ agreed.
Marisco Medical Practice Annual Patient Questionnaire 2012.
Blandford Medical Centre Presentation to Patient Forum Group “Patient Survey Results” 21 March 2014.
Powered by Patient Survey March Powered by 194 Total Responses.
Questionnaire sub-committee report to PPG 2nd December 2013 Internal Consultation & References 2012/13 questionnaire results and action plan PPG & Virtual.
Ipsos Mori NHS The GP Patient Survey. The Department of health is running the GP patient survey again this year to assess patients’ experiences of their.
Vanbrugh Group Practice What is it like to be a patient? Thoreya Swage
Conway PMS What is it like to be a patient? Thoreya Swage
Stakes Lodge Surgery Patient Reference Group Survey Results.
Priory Fields Patient Participation Group Survey December 2011.
Red Roofs Surgery Local Patient Participation Report We are a long established practice, located close to the centre of Nuneaton, serving approximately.
You said… We did ……. Patient Survey Towards the end of 2012 we conducted a Patient Satisfaction Survey which we put on our website and also made paper.
Throckley Primary Care Results of Patient Information Survey
PATIENT SURVEY ACTION PLAN We now have an active Patient Participation Group! The priorities for this plan have been discussed and agreed together.
Andover Medical Centre Analysis of Patient Survey Results 2013 – 2014 The research content of this survey has been previously agreed with members of the.
Communications Survey Report. Profile of the PRG  The PRG is made up of 80 regular attending patients. Patients who have retired constitute 35% of the.
Tynemouth Medical Practice Patient Forum Meeting
Barrack Lane Appointment System. Why Change Growing demand for appointments High DNA levels Some clinicians blocking appointments (calling patients back.
Chestnuts Park Patient Survey Results 20 March 2014.
Wallington Medical Centre What is it like to be a patient? Thoreya Swage
DR NAGPALS SURGERY PATIENT SURVEY RESULTS
Wickham Market Medical Centre Patient Survey Results March 2012.
Priory Fields Patient Participation Group Survey December 2011.
PPG- survey analysis Chepstow Gardens Medical Centre.
On 19 th October 2015 we introduced:  Urgent Appointment System (Triage)  Named GP’s.
Dates of changes to services at Bootle Surgery Closed for all services Mon 2 nd May – Bank Holiday, **Open Tuesday 3 rd May** Friday 6 th May Tuesday 10.
Mitcham Medical Centre PATIENT SURVEY –Purpose of the survey was to assess the quality of our services and review areas requiring improvement –Survey.
PATIENT SATISFACTION SURVEY REPORT 2013/2014 Nafisa Suleman PRG Lead.
Dr Sharma’s Practice Patient Survey The Survey Online and paper questionnaire 10 questions 217 respondents Results statistically accurate.
CALVERLEY PATIENT SURVEY FEEDBACK NOVEMBER ACCESSING YOUR APPOINTMENT Very quick and professional – One could say “Bedside Manner Excellent” On.
PATIENT SURVEY RESULTS Springfields Medical Centre.
Church Street Surgery Patient Survey Results Completed in March 2014 Practice Population – approx Survey’s Completed – 150 (2.5% of our patient.
Patient Experience Survey 2015 Summary of results.
GP PATIENT SURVEY 2016/17 How are we doing?.
Patient Participation meeting Monday 11 February 2013
Draft Primary Care Strategy
“PRACTICE BASED ASSESSMENTS” An update for 2017/18
Message from Dispensary
Message from Dispensary
Patient Survey 2011/2012 We take this opportunity to thank the patients who took part in the patient survey and Patient Participation Group for their support.
Patient Survey Feedback
Dr Sharma’s Practice Patient Survey 2013.
Deer Park Family Medical Practice Questionnaire
PRACTICE PATIENT SURVEY CALVERLEY SURGERY DECEMBER 2013
Sustainability of Primary Care
WEST LODGE SURGERY PATIENT SURVEY FEEDBACK NOVEMBER 2014.
PATIENT SURVEY Thank you to those who completed a Patient Survey Questionnaire, the response was very good and we got a total of 255 completed, so here’s.
Queen Camel Medical Centre
Working with a student population
CAMBRIDGE AVENUE MEDICAL CENTRE & MESSINGHAM FAMILY HEALTH CENTRE
Whitstable Medical Practice Annual Patient Survey 2016
Patient Requests for Telephone Consultations
PRACTICE IMPROVEMENT QUESTIONNAIRE ACTION PLAN
Blackheath PMS Woodland Surgery What is it like to be a patient?
Portishead Medical Group Patient Information Evening Mon 2nd Oct 2017
Results of October 2017 Patient Survey
Process for establishing the Patient Reference
PPG Open Meeting 4th June 2018.
CAMBRIDGE AVENUE MEDICAL CENTRE & MESSINGHAM FAMILY HEALTH CENTRE
CAMBRIDGE AVENUE MEDICAL CENTRE & MESSINGHAM FAMILY HEALTH CENTRE
Patient Survey Results 2017
Seaford Medical Practice - Results of Patient Survey November 2016
Right person, right time, right place…
Patient Survey IWS Friday, May 13, 2016.
PATIENT SURVEY FEEDBACK
What you told us about proposed changes to urgent care in Newcastle
Ilkley Moor Medical Practice
Patient satisfaction survey 2019
Presentation transcript:

Results of Patient Survey What do you think of our Doctor First Telephone Appointment System

The Survey - Who, What and When Who - 375 patients from this practice were interviewed by members of the Patient Participation Group (PPG); 250 face-to-face in the surgery and a further 125 over the telephone What - All patients were asked a specific set of questions designed to find out just what you thought about the new system whether it be good or bad When - The new telephone appointment system started at the beginning of September and it was agreed it should bed in before the survey took place. The survey was carried out during December 2016 with the results presented to the Practice and the PPG in March 2017

What were patients pleased with? (1 of 2) 98.4% of patients felt that receptionists dealt with their call sympathetically and efficiently 96.5% of patients were satisfied with the time the receptionist said a doctor would telephone to discuss the patient's concern 93.6% of patients confirmed that a doctor had telephoned within the timeframe indicated by the receptionist 92.5% of patients thought their telephone discussion with the doctor was either very helpful or helpful

What were patients pleased with? (2 of 2) 97.9% of patients, if asked by the doctor to come into the Practice to be seen, were satisfied with the appointment time offered 88.4% of patients who were told during their call that they did not need to come into the Practice to see a doctor were either very satisfied or satisfied with this outcome 96.8% of patients confirmed, if asked to come into see a doctor, that they got into their appointment at, or close to, the time frame agreed during the telephone consult

What were patients less pleased with? Areas where patients were less welcoming of the new process were as follows: Only 62.1% of patients managed to get through to reception with little to no delay Only 63.9% of patients were aware the new telephone based system was going to be introduced Of those patients not knowing of the new system, 54.7% thought the Practice should have better ensured that they knew about the changes

What happens now? (1 of 2) The Practice is committed to providing the best possible care for its patients and whilst pleased with the overall findings of the survey recognises that it continually needs to look at ways it can improve. The area you tell us we need to improve most is the telephone call through to reception and we have already recruited another member of staff to help reception staff deal with telephone enquiries as well as seeking another apprentice to also help out The practice also recognises the telephone switchboard itself is now out of date but unfortunately are contractually tied into using it for the foreseeable future.

What happens now? (2 of 2) However to further reduce pressure on the switchboard we will be actively promoting during May and June two initiatives which if taken up by patients will help reduce waiting to get through to reception. These are: ‘No Wait’ Online Booking of telephone consultations with a doctor of your choice Voluntary Call Spreading - if we didn’t all ring between 8.00 to 9.00 but deferred our calls (unless urgent) to later in the day or even another day waiting times would reduce significantly . To illustrate the problem Monday mornings in particular are horrendous even when we have up to 6 staff answering calls

The Patient Participation Group (PPG) The PPG actively supports and works with the Practice in its commitment to provide the best possible care for its patients. The PPG is made up from ‘volunteer’ patients who meet up with Practice team every 6 weeks, for about 2 hours in the early evening, to discuss general and specific issues that might improve the service and care provided to patients. The Practice team consists of the Site Manager, the Practice Administrator with at least one of the Partner Doctor’s attending on a rotation basis. If you would like to contribute more to your Medical Practice and find out about the the work of the PPG feel free to contact either: Katie Bush, Practice Site Manager or Chloe Hodgkinson Practice Administrator on 01299 827171