Questionnaire sub-committee report to PPG 2nd December 2013 Internal Consultation & References 2012/13 questionnaire results and action plan PPG & Virtual PRG group Our GP’s, Nurses, Reception and Administration teams Practice records and data (including complaints) Attendance at mother/toddler event at Health Centre External Standards, References & Benchmarks DES specification 2013/14 Care Quality Commission ‘Outcome’ notes NAPP & HaRD publications Other local GP practice websites & questionnaires 2013 Andrew Jones MP survey & results topics shortlist A.Clinical Care B.Safety & Cleanliness C.Prescriptions D.Appointments E.Carers F.Wellness & Health G.Teenage Friendly

A) Clinical Care - by your Doctor/Nurses/Health Care Assistants 1.Please rate your experiences on how you are listened to by clinical staff 2.Please rate your experiences on whether you are treated with dignity and respect by clinical staff 3.How well do the clinical staff speak to you in a way that is easy for you to understand? 4.Please rate the effectiveness of the ongoing management of your condition 5.Please rate the overall quality of care that you receive from clinical staff  Please feel free to add any additional comments/thoughts/ideas on this topic: Excellent Good Acceptable Poor Very Poor

B-1) Safety and Cleanliness at Eastgate Surgery Q1. How do you rate the cleanliness of the Eastgate Surgery? Q2. How do you rate the disability access at Eastgate Surgery? Q3. Please note that the Practice is not in control of any parking facilities or the road directly outside the Eastgate building. How easy do you find it to access the site? Excellent Good Acceptable Poor Very Poor Very Easy Easy Acceptable Not Very Easy Unsatisfactory  If you have any thoughts or comments to make regarding access and safety at Eastgate Surgery e.g. lighting, pavements, parking issues etc. please note them here:

B-2) Safety and Cleanliness at The Health Centre on Knaresborough Road Q1. How do you rate the cleanliness of The Health Centre, Knaresborough Road? Q2. How do you rate the disability access at The Health Centre, Knaresborough Road? Q3. During the past year the Practice building at the Health Centre, Knaresborough Road has undergone a significant refurbishment. How do you now rate the facilities & access at the Health Centre? Excellent Good Acceptable Poor Very Poor  Please feel free to add any additional comments/thoughts/ideas on this topic:

Q1. How do you normally obtain your repeat prescriptions? a. In person b. By Phone c. Online d. via a pharmacy repeat prescription service e. Not applicable Q2. If you selected option ‘d’ above, which local Pharmacy has control of your repeat prescriptions? (please note the name and location below e.g. Boots, Market Place) ……………………………………………………………………………………………………………………………..... C) Repeat Prescriptions - the Practice issues large numbers of repeat prescriptions on a daily basis (about 200 every day) and, the safe & efficient control of this process, is a significant part of our workload (slide 1 of 2)

Q2. Please rate the service that you get from this pharmacy Q3. If you deal with the Practice directly, how do you rate the prescription service we offer?  Please feel free to add any additional comments/thoughts/ideas on this topic: Excellent Good Acceptable Poor Very Poor C) Repeat Prescriptions - the Practice issues large numbers of repeat prescriptions on a daily basis (about 200 every day) and, the safe & efficient control of this process, is a significant part of our workload (slide 2 of 2)

D) Appointments (slide 1 of 2) Urgent Appointments If you feel you need urgent attention and there are no short term appointments available on the day, your call will be logged by the telephone team. A Duty Doctor will call you back to discuss the problem. A course of action will be agreed which may include a face to face clinical consultation or management over the phone. Non-urgent Appointments You can pre-book your preferred date/time up to 4 weeks in advance. Otherwise, we try to ensure that you can be seen by a doctor within a few days, however this may not always be with the doctor that is your preferred named doctor. If you only want to see your preferred named doctor then there may be a much longer lead in time. All doctors have access to all medical histories and case development notes.

 Please feel free to add any additional comments/thoughts/ideas on this topic: Given this system, how do you rate your experiences in getting contact with a doctor when required? Q1. I am seen or spoken to on the same day if there is an urgent issue Q2. I can get an appointment with a doctor in a few days if it is not urgent Q3. When making an appointment, what is your chosen method of contacting the surgery? Excellent Good Acceptable Poor Very Poor Phone On-line In person D) Appointments (slide 2 of 2)

Carer analysis November 2013 Age Range MaleFemale Total Capitation Total Carers CapitationCarersCapitationCarers , , , , , , , Total 5, , ,

Q1. Do you consider yourself (or someone else in your household) to be a carer? Q2. Has the practice informed the ‘carer’ about the help and assistance that is available? If the answer to question 2 above is ‘No’ or ‘Not sure’ please contact the practice, using this specific surgery telephone number, , during normal surgery hours. Yes No Not Sure  Please feel free to add any additional comments/thoughts/ideas on this topic: E) We would welcome your view on how the practice offers guidance and support to home based carers in our practice community Yes No Not Sure

F) The PPG is considering sponsoring a short series of Wellness/Health Education events. Our early thoughts are to host these, in the evening, at one of the surgeries. Invited experts would share information and answer questions. Q1. If a selected topic was particularly relevant to you, would you be interested in attending? Q2. Which of the following topics might be of interest to you or your household? (please tick all that apply): Living with dementia The importance of diet for diabetics Recognising and dealing with stress Staying healthy in retirement Additional idea? please insert here > …………………………………………………………….. Yes No Possibly  Please feel free to add any additional comments/thoughts/ideas on this topic:

Q1. All relevant members of your household are aware of this practice service and policy Q2. The practice needs to increase its efforts to support young people Completely Agree Agree Disagree Completely Disagree Not Applicable  Please feel free to add any additional comments/thoughts/ideas on this topic: G) We want to ensure that our practice is ‘teenage friendly’ and, under the banner ‘Hear to Listen – Not to tell’, already provide a confidential service for everyone, including people under the age of 16 Completely Agree Agree Disagree Completely Disagree Not Applicable

Composition of the PPG and Virtual Group

PPG Group Profile AgeMaleFemaleTotal% total % % % Total268100% Ethnicity: 100% White British Age Range Total Practice Population % , % ,0239.0% , % , % , % , % , % % % 11, %

Age Range Male Male VG Total = 5,490 19

Age Range Female Female VG Total = 5,823 27

Practice Population and Virtual Group profile Age Range Total Practice Population Total Virtual Group % , % ,0239.0% , %12.2% , %24.3% , %817.4% , %1634.8% , %613.0% %1021.7% %36.5% 11, % %