Patient Survey Results 2012 GPAQ (General Practice Assessment Questionnaire) V3 was used Completed by patients attending the practice or completed online 116 responses from Pavilion 206 responses from Hetherington Analysed inhouse

Aim for today’s meeting 13 th March 2012 To interpret the results To discuss areas for improvement for both practices To agree action plans for each practice which will be posted to our websites and displayed in the practices

Percentages GPAQ V3 2012HGPPMC Q1 Satisfaction with receptionists (Very and fairly helpful) 97% Q2 Satisfaction with phoning through to practice (Very and fairly easy) 81%87% Q3 Satisfaction with phoning through to doctor or nurse for advice 80% Q4 Satisfaction with availability of any doctor 70%78% Q9 Satisfaction with availability of particular doctor (includes up to Good)65%77% Q15 Satisfaction with opening hours 78%92% Q34Overall satisfaction86%79% Q35Would recommend surgery to others96%89%

Q1: How helpful do you find the receptionists at your GP practice?

Q2: How easy is it to get through to someone at your GP practice on the phone?

Q3: How easy is it to speak to a doctor or nurse on the phone at your GP practice?

Q4: If you need to see a GP urgently, can you normally get seen on the same day?

Q7: How do you normally book your appointments at your practice? Q8: Which of the following methods would you prefer to use to book appointments at your practice?

Q5: How important is it to you to be able to book appointments ahead of time in your practice?

Q6: How easy is it to book ahead in your practice?

Q9: How quickly do you usually get seen [when you want to see a particular doctor]? Q10: How do you rate this?

Q11: How quickly do you usually get seen [when you are willing to see any doctor]? Q12: How do you rate this?

Q13: How long did you wait for your [most recent] consultation to start? Q14: How do you rate this?

Opening Times Q15: Is the practice currently open at times that are convenient to you? Q16: Which of the following additional opening hours would make it easier for you to see or speak to someone?

Seeing doctor of choice Q17: Is there a particular GP you usually prefer to see or speak to? Q18: How often do you see or speak to the GP you prefer?

Q24: Did you have confidence and trust in the GP you saw or spoke to?

Q34: Overall experience of your GP surgery

Hetherington Q35: Would you recommend your GP surgery to someone who has just moved to your local area?

Pavilion: Q35: Would you recommend your GP surgery to someone who has just moved to your local area? Yes, definitely Yes, probably No, probably not

Pavilion Comments “All staff very helpful and polite, lovely with patients. The surgery was recommended by a friend and I was not disappointed. Glad I transferred.” “The best... keep it up. Thank you.” “I am very happy with the Surgery on an overall level. I have been with Pavilion from a child, I have great rapport with the receptionists, even though they can be very busy at times. I find them all very pleased and helpful. A very good practice in general.” “Mostly reception staff are courteous and helpful.” “Overall, very saisfied.” “Very good HCA doing new patient check - very approachable and explained everything very well.” “The team at the GP Practice is very caring + helpful”

Pavilion Comments (cont) “If it will be possible, the waiting times should be less than 30 mins.” “[Today’s] wait time was too long - this is my number one priority.” “[Patients] should be contacted/reminded through both letters and text messages, s.” “It's all just a bit slow, which I appreciate is probably an economic problem but still. That’s how I feel!” “I have several long standing & rare conditions and I'd prefer to see the same doctor regularly rather than a different doctor each time. There is room for improvement on admin related areas e.g. there should have been surgery opening times for xmas period posted on website and on phone voic .” “You need a time on every Surgery day when you can come in and wait to see a Doctor. Being told you can't see someone when you're unwell is rather annoying.”

Hetherington Comments A more straightforward telephone answering system. It can take ages to get to speak to the receptionist and when you finally get through, you sometimes find all the appointments have gone for that day. I would like more pre-booked appts that you book in advance over the phone & not on the internet. Not everyone has access to the internet. Even with these problems still wouldn't change this surgery for somewhere else. You're the best around here! Excellent Practice. Only problem is trying to make 'same day' appointment. Impossible to get through at 8.30AM. Then all appointments have gone. It will be a good idea to have a doctor on duty on the weekend, I often had my children ill on a Saturday… (just an idea!) I would like much more continuity of care. It is very difficult to see a particular doctor because they work part time and only do 2-3 surgeries. I feel it is very important to see a doctor who understands my history. Otherwise it feels like a service similar to a pharmacist. The art of general practice has been lost! However when I do see the doctor I want, the service is naturaly very good.

It's almost impossible to book appointments with Dr Mclachlan, Dr Mowle etc. ie. Long term doctors. Would be nice to have some continuity so that problems might be recognised & responded to. Doctor Kabir is the only one that listens to me and takes the time to explain things the other doctor think just cos I have depression I don't count. Great staff great Doc's every one very helpful. Been very good to my family throughout the years and my self. See Dr Mowle all the time known him for years very good doctor one of the best. This G.P. Surgery is one reason that I am particular about moving home. Wherever I live it will have to be in the vicinity of Hetherington Group Practice, Brilliant Service, great Staff. :-) What about a coffee machine and bacon sandwiches (just teasing) My family comes to this GP practice & we have only ever had a few concerns, usually with temporary Doctors. The permanent Doctors are lovely & friendly & helpful. The receptionists are the nicest bunch of people & always very friendly & professional. They make the surgery the wonderful place it is. I've been a patient here for over 3yrs. This is an excellent surgery + Dr Atiken is Ace (when I can see her) well done, keep up the good work.

Excellent staff and doctors and nurses. Well qualified and trustworthy. Appointment system needs to Improve. My last experience had prompted me to change practice. Wasn't happy at all. I am extremely happy with the service received from Hetherington Group Practice + always have been, would def recommended it for range of services + being able to get same day apps. I find it very unhelpful that I can only get my contraception pill from the nurse, it takes a few weeks to be able to get an appointment so I have had to go without my pill on more than one occasion. One of the best practices I have been registered at. The reception/Admin staff are very knowledgeable. A very good group of Dr's with varied specialities that have really helped me. Could we know when our preferred GP work at the practice during the week to plan ahead appointment booking? More online appointments, and more use of phone appointments, please, but generally a very good practice. The announcing buzzer is very strident. It would be helpful if the appointment system was more flexable. Occasionally it is quite hard to arrange a appointment with my GP.

In general the receptionist are good, but on a couple of occasions they have been a bit short and unhelpful. I've found the GP's very good, but other aspects such as booking appointments and getting advice from receptionist about prescriptions etc has been poor at times. One of the nicest practices I have been to - helpful staff, great that I can order repeat prescription online. Also the blood pressure machine you can use to keep your files up to date while you wait is a great idea. Online appointments making needs to be easier - when working shifts/overnights having to phone can be annoying I have received very little information / advice about managing my long term asthma.