Patient Feedback questionnaire Monday 19th June – Friday 23rd June Addington Road PPGC Patient Feedback questionnaire Monday 19th June – Friday 23rd June

Contents 1. Introduction 2. Summary of results 3. Breakdown of results by question 3.1 What is the purpose of the visit? 3.2 If you have attended an appointment how was this made? 3.3 How easy was it to make an appointment? 3.4 Did you see the Doctor/Nurse you wanted? 3.5 Upon arrival which method did you use to check in? 3.6 Overall experience 1-10 3.7 Are you aware of the PPG? 4. Complaints 5. Service improvements 6. Positive feedback/suggestions

1. Introduction It was agreed at a recent PPGC meeting that we would undertake a localised questionnaire created by the committee and in partnership with the practice. During the PPG Awareness week (19th June 2017) volunteers from the PPGC undertook a rota system whereby each day a volunteer would come into the practice and hand out questionnaires to patients and their families during a 2 shift period. The first shift commenced from 8am – 12pm and the second shift was carried out from 2pm – 6pm. The total number of questionnaires collected were 427 which is an average of 85 per day and the overall response was very positive. The next few slides will provide an analysis of these responses.

2. Summary of Results 80% of patients attended the surgery for a booked appointment 54% of patients had made the appointment by phone and 14% were online 62% of patients found it easy to obtain an appointment and 14% found it difficult 70% of patients saw the Doctor / Nurse they wanted 75% of patients “auto checked in” upon arrival 76% of patients gave an overall satisfaction score between 7-10 – 19% gave 10! 64% of patients hadn’t heard of the PPG

3.1 – Q1. What is the purpose of your visit?

3.2 – Q2. If you have attended an appointment - how was this made?

3.3 – Q3. How easy was it to make an appointment?

3.4 – Q4. Did you see the doctor/nurse you wanted?

3.5 – Q5. Upon appointment arrival which method did you use to check in?

3.6 – Q6. Overall experience – 1-10

3.7 – Q7. Are you aware of the PPG?

4. Complaints - 66% response rate Waiting times – 4% Issues with repeat prescriptions – 7% Auto check in breaks down/long queues - 3% Rude receptionists – 3% Phone lines too busy – 30 mins waiting time - 23% Communications within surgery is bad –Text msg service – 1% Good days and Bad days – 1% Not as good as it used to be – 1% Doctors/Nurses not consistently good – 3% Access to Appts/Named GP – 20%

5. Service Improvements – 23% response rate Credit card facilities Mental Health specialists Awareness weeks Acupuncture Blood tests Evening appts Weekend appts Hypnotherapy Health visitors Baby Clinics ECGs Chiropody Massage Cholesterol tests Minor surgery More screening

6. Positive feedback/Suggestions - 11% response rate Air con for rooms Water Dispenser in waiting room Doctors are excellent Wheelchair access in rooms Door stoppers – avoid slamming noise Receptionists are great Very supportive of travellers New receptionists are better than older ones

Conclusion and Recommendations Generally Practice well thought of - but 12% scored 5 or less Main problem areas highlighted and listed Results should be made public Very important Practice reviews and responds on problem areas Action Plan for improvements - also make public Repeat Survey in 12 months time