Wickham Market Medical Centre Patient Survey Results February 2013

Wickham Market Medical Centre Introduction 327 patients took part in our Surgery questionnaire. The survey gave them the opportunity to comment on and rate the service which Wickham Market Medical Centre provide. 327 patients took part in our Surgery questionnaire. The survey gave them the opportunity to comment on and rate the service which Wickham Market Medical Centre provide. This presentation details the results and the actions we have agreed as a result to improve our service to patients. This presentation details the results and the actions we have agreed as a result to improve our service to patients. The partners and the patient group would like to thank all the patients who took part. The partners and the patient group would like to thank all the patients who took part.

Wickham Market Medical Centre Patient Survey Visits to Doctor Nurse in the last 12 Months None 12 None 12 Once or Twice 84 Once or Twice 84 Three or four times 104 Three or four times 104 Five or six times 64 Five or six times 64 Seven times or more 63 Seven times or more 63

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey Sex of Patients taking part in Survey Sex of Patients taking part in Survey Male108 Male108 Female219 Female219

Wickham Market Medical Centre Patient Survey Long Standing Illness or Disability Yes151 Yes151 No176 No176

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey Satisfaction with Opening Hours Very Poor4 Very Poor4 Poor6 Poor6 Fair44 Fair44 Good117 Good117 Very Good113 Very Good113 Excellent43 Excellent43

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey Additional Hours Requested Mornings19 Mornings19 Lunchtime8 Lunchtime8 Evenings79 Evenings79 Weekends120 Weekends120 None130 None130

Wickham Market Medical Centre Patient Survey Extended Hours Extended Hours Tuesday Evening at Wickham Market 6.30pm to 8.00pm Tuesday Evening at Wickham Market 6.30pm to 8.00pm Saturday Morning at Wickham Market 8.30am to 11.45pm Saturday Morning at Wickham Market 8.30am to 11.45pm One Saturday a month is offered at the Rendlesham Surgery One Saturday a month is offered at the Rendlesham Surgery Extended hours appointments are for pre booked appointments only Extended hours appointments are for pre booked appointments only

Wickham Market Medical Centre Additional Hours Requested Additional Hours Requested at Rendlesham Surgery Extra GP session at Rendlesham every other Monday Extra GP session at Rendlesham every other Monday Rendlesham Surgery is open until 6.30pm on Mondays and Wednesdays. Rendlesham Surgery is open until 6.30pm on Mondays and Wednesdays. Rendlesham Surgery is Open on Friday Afternoons until 5.30pm Rendlesham Surgery is Open on Friday Afternoons until 5.30pm Prescribing pharmacist will be available at Acer Road Pharmacy, Rendlesham in the near future to deal with minor ailments etc Prescribing pharmacist will be available at Acer Road Pharmacy, Rendlesham in the near future to deal with minor ailments etc

Wickham Market Medical Centre Patient Survey Availability of Particular GP/Nurse Same day39 Same day39 Next working day54 Next working day54 Within 2 working days82 Within 2 working days82 Within 3 working days47 Within 3 working days47 Within 4 working days44 Within 4 working days44 5 or more working days46 5 or more working days46 Does not apply15 Does not apply15

Wickham Market Medical Centre Patient Survey Same day Urgent Availability of Doctor Yes236 Yes236 No15 No15 Don’t know/never needed to76 Don’t know/never needed to76

Wickham Market Medical Centre Patient Survey Satisfaction with Waiting Times at The Practice Very poor0 Very poor0 Poor22 Poor22 Fair111 Fair111 Good107 Good107 Very Good58 Very Good58 Excellent29 Excellent29

Wickham Market Medical Centre Patient Survey Action re GP Waiting Times GP’s continually reviewing how their surgeries are set up GP’s continually reviewing how their surgeries are set up Inserting catch up slots Inserting catch up slots Emergency clinic introduced with effect from April 2012 – extended start time of clinic December 2012 Emergency clinic introduced with effect from April 2012 – extended start time of clinic December 2012

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey More advertising required to inform patients of the various methods of booking appointments Improvement since last year but more work to be done Improvement since last year but more work to be done Advertise on website Advertise on website Advertise in the newsletter Advertise in the newsletter Advertise on posters in the waiting room etc Advertise on posters in the waiting room etc

Wickham Market Medical Centre Patient Survey Satisfaction with Phoning through to the practice Very Poor0 Very Poor0 Poor7 Poor7 Fair20 Fair20 Good116 Good116 Very Good107 Very Good107 Excellent66 Excellent66

Wickham Market Medical Centre Patient Survey Satisfaction with phoning through to Doctor or Nurse for advice Very Poor2 Very Poor2 Poor4 Poor4 Fair19 Fair19 Good63 Good63 Very Good47 Very Good47 Excellent31 Excellent31

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey Telephone Appointments with GP and Nurse Previous survey 64% patients rated service very good or excellent Previous survey 64% patients rated service very good or excellent This year 71% patients rated service very good or excellent This year 71% patients rated service very good or excellent Improvement since last survey but more advertising required to inform patients that these appointments are available Improvement since last survey but more advertising required to inform patients that these appointments are available Advertise on website Advertise on website Advertise in the newsletter Advertise in the newsletter Advertise on posters in the waiting room etc Advertise on posters in the waiting room etc

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey At the time of the previous survey the Dispensary team had seen a number of changes over the previous twelve months At the time of the previous survey the Dispensary team had seen a number of changes over the previous twelve months Previous survey only 17% of patients felt the service was excellent Previous survey only 17% of patients felt the service was excellent 81% patients now find service excellent 81% patients now find service excellent

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey Customer Service The practice has implemented a services protocol and continually strives to provide an excellent customer service The practice has implemented a services protocol and continually strives to provide an excellent customer service Reception staff attended customer service training in December 2012, other training days for all staff are planned in 2013 Reception staff attended customer service training in December 2012, other training days for all staff are planned in 2013

Wickham Market Medical Centre Patient Survey

Wickham Market Medical Centre Patient Survey Patient Comments detailing why they provided the rating in the previous slide POSITIVE Highly qualified and caring Doctors and Nurses Highly qualified and caring Doctors and Nurses Happy to see any Doctor Happy to see any Doctor A great service provided A great service provided A lot of GP practices have bad press, Wickham Market Surgery is one of the best – we are lucky to have it A lot of GP practices have bad press, Wickham Market Surgery is one of the best – we are lucky to have it Friendly efficient service Friendly efficient service Always feel the staff here care about their patients Always feel the staff here care about their patients

Wickham Market Medical Centre Patient Survey Patient Comments detailing why they provided the rating in the previous slide NEGATIVE Automated phone service not always working Automated phone service not always working Sometimes the appointment wait has been longer than acceptable Sometimes the appointment wait has been longer than acceptable Not enough time to discuss everything, a bit rushed Not enough time to discuss everything, a bit rushed

Wickham Market Medical Centre Patient Survey Other comments regarding the service the practice provides More appointments at Rendlesham More appointments at Rendlesham All day opening at Rendlesham All day opening at Rendlesham Very intense in the waiting room – TV or Music Very intense in the waiting room – TV or Music Poor Car Parking always too full Poor Car Parking always too full It would be nice to ring and get an appointment on the same day It would be nice to ring and get an appointment on the same day Post box where repeat prescriptions can be placed out of hours Post box where repeat prescriptions can be placed out of hours