Westerham and Sundridge Surgeries GP Practice/PPG Patient Survey Results January 2014 Prepared for Margaret Hickmott-Stapley Confidential: Not to be copied or distributed without permission

Survey Objectives Gather a broad range of patient views about the practice Develop an Action Plan to address patient needs and suggestions

What was done and when? The survey was conducted between October 2013 and November 2013 Paper surveys were available in each of the practices Patients could also complete the survey online A total of 247 responses were received The number of registered patients for Westerham and Sundridge Surgeries is 8,357 representing a response rate of 3%

Headlines (1 of 2) Over 50% the respondents describe their overall experience of their GP practice as “excellent” and 40% describe it as “good”. Most patients obtain information about the practice via telephone, from notice boards and the practice website. Around 82% of respondents know about telephone consultations and online repeat prescriptions. However 31% are not aware of the practice information booklet. The majority of respondents believe the practice provides the range of health services they need although when asked what is missing most commonly mentioned is a better/improved appointment system. Of the services listed, the ability to book telephone consultations and the provision of practice information is deemed most important by respondents.

Headlines (2 of 2) Overall more respondents indicate no improvements are necessary than any single other item. The most frequently mentioned area in need of improvement is the system for booking appointments including, on-line booking, better access to appointments in advance. Privacy in the reception area at Sundridge is also a priority In terms of areas that are particularly good: The staff (nurses and receptionists) were mentioned most frequently The GPs were identified by 25 respondents as being particularly good.

RESPONDENT PROFILE

There was a good mix of male and female respondents and a wide range of age groups Gender Age Base: QD1 Gender: all responding: 227; QD2 Age: all responding: 230

Children Under 16 years at Home About 1 in 10 have children under 16 years at home. A third indicate they have a disability and almost a fifth indicate someone else in the household does Children Under 16 years at Home Disability Base: QD3 Children under 16 at home: all responding 227; QD4 Disability: all responding 225

Around two thirds of respondents attend the Westerham practice more regularly Q1. Which practice do you most regularly attend? Base: Q1 Practice most regularly attend: all respondents 247

Detailed Results

Over half the respondents describe their experience of their GP practice as “excellent” and a third as “good” Base: Q10 Overall experience of practice: all responding: 230

The chart below details the results from the GP National Patient Survey Jan-Sep 2012 For full details of the GP National Patient Survey please visit: http://results.gp-patient.co.uk/report/10/result.aspx Base: 134

Most patients obtain information about the practice via telephone and from notice boards and the practice website Base: Q2 Source of information: all responding 241

Around four-fifths are aware of telephone consultations and online repeat prescriptions although a third are not aware of the practice information booklet Q3. Which of the following are you aware of? Base: Q3 Awareness of services: all responding 239-244

The majority of respondents believe the practice provides the range of health services they need Q4. Does the practice provide the range of health services you need? Base: Q4 All responding: 246

Other Health Services Respondents were asked what services are missing if the practice does not provide the range needed. Most commonly mentioned was an on-line appointment booking system. Other comments include: Regular appointments/checks with nurses/GPs for those with long term conditions/chronic health issues. Access to other therapies including: physiotherapy; chiropractic services; chiropody; cryo treatment; osteopathy. Base: Q5 All responding 18

The ability to book telephone consultations and provision of practice information is deemed most important % ranked as 1st 63% 47% 78% 42% 22% Mean score out of 6: the lower the score, the more important the priority Base: Q6 All responding: 174 - 232

Improvements based on Priorities The most frequently mentioned improvement is that none are needed (33 respondents). Other mentions include: Improvements to the system for booking appointments either by telephone or online (16 respondents) Improved waiting areas/interiors including ventilation (13 respondents) More privacy in reception/waiting areas and when on the telephone (7 respondents) Extended hours (11 respondents) Base: Q7 All responding: 122

Other Improvements The most frequently mentioned improvement is to improve the appointment booking system including on-line booking, better access to appointments in advance and priority for children in advance (17 respondents). 29 respondents indicated no improvements are needed. Other mentions include: Extended/opening hours (11 respondents); And improved/increased parking (5 respondents). Base: Q8 All responding: 93