Chestnuts Park Patient Survey Results 20 March 2014

Welcome  Introductions  House keeping  Refreshments  Please note this is not a venue to discuss individual issues

Patient Survey  We met with the patient group to decide what the surgery needed to prioritise  We used patient comments and feedback and the views of the group to decide the questions for the survey  We decided the timeframe for the survey to be sent out  Results were collated  This meeting is to feedback the results and decide what areas the practice need to prioritise to improve

Methods to Disseminate Questionnaires  Survey Monkey  Hard copies given out by reception  Iplato message to patients to inform them of the questionnaire  Jayex board  Sent to PPG members  Slips on prescriptions  Advertised on website

Result returns  1 patient completed the agreed questionnaire  Patients declined completing the questionnaire saying it was too long  Practice made the decision to shorten the questionnaire to increase uptake and get patient views  98 paper questionnaires were returned of the shortened version  1 questionnaire was completed on line using survey monkey

Questions Asked 1. Can you usually get an appointment easily? 2. Can you usually see the GP or nurse you want to see? 3. Do you find the reception team helpful? 4. Are you usually satisfied with your consultations? 5. Would you recommend this surgery to others? 6. How quickly are you seen after your appointment time?

The Results

Can you get an appointment easily? 13% strongly disagree 10% disagree 18% neither agree or disagree 47% agree 11% strongly agree Findings Almost a quarter of those surveyed cannot get an appointment easily However over half said they could

Can you usually see the GP or nurse you want to see? 10% strongly disagree 11% disagree 30% neither agree or disagree 36% agree 12% strongly agree Findings Almost half the patients surveyed do get to see a clinician of choice. 30% may not have had a preference A fifth cannot see their clinician of choice

Do you find the reception team helpful? 7% strongly disagree 6% disagree 15% neither agree or disagree 35% agree 34% strongly agree Findings 70% patients surveyed found the reception team helpful 30% did not or the question was not relevant

Would you recommend this surgery to others? 13% strongly disagree 9% disagree 14% neither agree or disagree 41% agree 18% strongly agree Findings 20% of patients surveyed would not recommend this surgery. Over 50% would recommend this surgery

How quickly are you usually seen after your appointment time? 4% waited over an hour 16% waited between minutes 14% waited about 30 minutes 32% waited between minutes 18% waited less than 15 minutes to be seen Findings 50% of patients surveyed waited less than 30 minutes to be seen 20% patients waited over 30 minutes to be seen

Overall comments added by patients Positive Needs improving Reception95 GPs11 Nurses 1 Appointment system19 Test result/ letters 1 Prescriptions 2 Telephones 3 Continuity 2 Overall service65

Written Comments  Reception helpful vs reception put you off  Can see improvements vs not informed of changes  Online booking would be good vs cannot get through on the phones  Love the service here vs terrible wait times to see a GP

Next steps – what should we prioritise?  Over to you

Thank you