Patient Survey Feedback The Acorn And Gaumont House Surgery 2017-2018

On 17th January 2017 The Acorn and Gaumont House surgery had CQC inspection. During the visit CQC raised concern about some of the results from the National GP Patient Survey. The survey results published in July 2016 showed the practice was performing below local Clinical Commissioning Group (CCG) and national averages for some outcomes, in particular those related to telephone access and consultations with GPs. Of 366 survey forms sent to patients only 105 were returned representing approximately 1% of the practice’s patient list, and a response rate of 29% (national rate 38%). 57% of patients found it easy to get through to this practice by phone (CCG average 73%, national average 73%). 58% of patients were able to get an appointment to see or speak to someone the last time they tried (CCG average 72%, national average 76%). 75% said the last GP they saw or spoke to was good at treating them with care and concern (CCG average 80%, national average 85%). 74% said the last GP they saw or spoke to was good at explaining tests and treatments (CCG average 82%, national average 86%). 66% of patients described the overall experience of this GP practice as good (CCG average 79%, national average 85%). 60% of patients said they would recommend this GP practice to someone who has just moved to the local area (CCG average 74%, national average 80%

Given the small sample size and the methodology the practice doubted the validity of the survey but acknowledged the feedback and took the following actions: Produced a short survey questionnaire focusing on the Friends and Family test, GP consultations, satisfaction with regard to booking appointments, Nursing and reception staff Employment of an Advanced Nurse Practitioner (ANP) Employment of a Clinical Pharmacist Increased the number of incoming telephone lines Introduced ‘customer service’ training for all reception staff Introduced double appointments or home visits for patients with mental health issues or learning disabilities.

Results of the survey have been analysed as below Positive feedback: Add all those who strongly agree and agree and half of those who neither agree nor disagree and divide by total responses to get percentile Negative feedback : Add all those who disagree and strongly disagree and half of those who neither agree nor disagree and divide by total responses to get percentile

Neither Likely nor Unlikely   Extremely likely Likely Neither Likely nor Unlikely Unlikely Extremely Unlikely Don't know Total 1. How likely are you to recommend our GP practice to your friends and family if they needed similar care or treatment? 198 150 35 17 6 406 1648 586 379 104 90 83 19 1261

2.What was your overall experience of making an appointment?   Excellent Good OK Not Good Extremely bad Don't know 2.What was your overall experience of making an appointment? 113 184 56 37 14 2 406

Neither Agree or Disagree   Strongly Agree Agree Neither Agree or Disagree Disagree Strongly Disagree Don't know 3. Do you find it easy to get through to this surgery by phone 65 93 45 10 13 226

Neither Agree or Disagree   Strongly Agree Agree Neither Agree or Disagree Disagree Strongly Disagree Don't know 4. Can you usually see the GP or Nurse you want to see? 118 165 90 24 9 406

Neither Agree or Disagree   Strongly Agree Agree Neither Agree or Disagree Disagree Strongly Disagree Don't know 5. Do you usually find the reception team helpful? 197 142 52 13 2 406

Neither Agree or Disagree   Strongly Agree Agree Neither Agree or Disagree Disagree Strongly Disagree Don't know 6. Are you usually satisfied with your GP consultation? 193 154 46 12 1 406