CAMBRIDGE AVENUE MEDICAL CENTRE & MESSINGHAM FAMILY HEALTH CENTRE SURVEY TOOK PLACE OVER A 2 WEEK PERIOD W/C 01.02.2016 & W/C 08.02.2016 OVER BOTH SITES MEMBERS OF PPG ASSISTED WHEN POSSIBLE, WHICH HELPED AS PRACTICE HAS STAFF ON LONG TERM SICK LEAVE . 177 SURVEYS COMPLETED CAMC AND 50 MESSINGHAM PATIENT SURVEY RESULTS FEBRUARY 2016

ACCESS TO A DOCTOR OR NURSE…

SPEED AT WHICH TELEPHONE WAS ANSWERED INITIALLY…… No experience – some patients had written on the form that they use online booking. Majority of patients find it easier to get through to Messingham rather than CAMC – could be due to only 1779 patients registered in Messingham who can use both branches. Aware Telephone Access an issue.

SPEED AT WHICH THE TELEPHONE WAS ANSWERED IF CALL WAS TRANSFERRED Majority of patients would not have calls transferred straight away hence no experience.

LENGTH OF TIME WAITING FOR AN APPOINTMENT Aware appointment availability is an issue, however more CAMC patients than Messingham thought the length of time waiting for an appointment was Excellent – this could be as we have only had 1 GP on at messingham recently due to the shortage. (1 GP on emergency leave both weeks that the survey took place)

CONVENIENCE OF DAY & TIME OF APPOINTMENT Over 80% of CAMC patients were happy with their appointment time (Good and above) and 78% of Messingham 91% on most recent GP Patient survey

SEEING THE DOCTOR OF YOUR CHOICE Nearly half of CAMC patients did not answer on this question or ticked No Experience – aware an issue as new GPs coming through – patients need to build up relationships with the newer GPs

LENGTH OF TIME WAITING TO CHECK IN AT RECEPTION Over 88% of patients rated this as Good or above for CAMC (touchscreen helps) and 80% of Messingham patients (easier now appointment system, not having to queue to give in name.

LENGTH OF TIME WAITING TO SEE DOCTOR OR NURSE 67% of CAMC patients thought this was good and above and 58% of Messingham patients 40% feel they don’t normally have to wait too long to be seen on most recent GP Patient survey

OPPORTUNITY OF SPEAKING TO A DOCTOR OR NURSE ON THE TELEPHONE WHEN NECESSARY 43.50% of CAMC patients and 28% of Messingham patients have no experience of a Telephone consultation - ? Promote service more

OPPURTUNITY OF OBTAINING A HOME VISIT WHEN NECESSARY Approx 76% of patients from both surgeries have no experience of obtaining a Home Visit – Practice prefers to see patient in surgery as has the necessary equipment available.

OBTAINING A REPEAT PRESCRIPTION…. PRESCRIPTION READY ON TIME 73% of CAMC patients and 74% of Messingham patients scored good and above for prescriptions ready on time.

PRESCRIPTION CORRECTLY ISSUED 74% of both CAMC and Messingham patients scored Good and above

HANDLING OF ANY QUERIES 73% CAMC and 74% of Messingham patients rated good and above for the handling of queries

OBTAINING TEST RESULTS WERE YOU TOLD TO CONTACT US FOR YOUR RESULTS? 47% CAMC and 64% Messingham patients advised Good and above – Protocol is for clinicians to advise patients and document that patient has been advised.

RESULTS AVAILABLE WHEN YOU CONTACTED US? 47% CAMC & 62% Messingham patients rated Good and Above ? Why difference as results come through same way for both surgeries.

LEVEL OF SATISFACTION WITH THE AMOUNT OF INFORMATION PROVIDED 44% of CAMC patients did not answer or had no experience, compared to 20% of Messingham patients with 49% of CAMC patients and 66% of Messingham patients rated Good and above 87% on most recent GP Patient survey say that the last GP they saw or spoke to was good at explaining tests and treatment and 90% Nurses

LEVEL OF SATISFACTION WITH THE MANNER IN WHICH THE RESULT WAS GIVEN.. 52% CAMC patients and 62% of Messingham patients rated Good and above

ABOUT THE STAFF……….. THE INFORMATION PROVIDED BY THE RECEPTION STAFF Over 83% of CAMC and 56% of Messingham patients feel information provided by Reception is Good and above

HELPFULNESS OF RECEPTION STAFF 84.74% CAMC and 96% Messingham patients find our Reception Staff helpful compared to 83% most recent GP Patient Survey

THE INFORMATION PROVIDED BY OTHER STAFF 79.66% CAMC and 84% Messingham patients feel info provided by other staff Good and above

THE HELPFULNESS OF OTHER STAFF 77.4% CAMC & 80% Messingham patients find other staff helpful

OVERALL SATISFACTION WITH THIS PRACTICE 87.57% CAMC & 90% Messingham patients rate practice Good and above  87% describe their overall experience as good on most recent GP Patient survey

AGE OF RESPONDANTS Shows majority of patients attending both practices are 50+

MALE/FEMALE