1. PRACTICE MEETING 6 TH MARCH 2013 AGENDA 1. Survey results and Discussion 2. Complaints 3. Diary Appointments 4. AOB

2. PATIENT SURVEY 2012/13

3. COMPARABLE QUESTIONS

4. NUMBER OF RESPONDENTS 20122012/13 204237

5. 1. WHEN DID YOU LAST SEE A DOCTOR AT THE QUEENSBRIDGE GROUP PRACTICE? Answer20122012/13 In the past 3 months65%63% Between 3 and 6 months ago18%19% More than 6 months ago15%14% I have never needed to be seen at this practice 1%3% No answer0%1%

6. 2. ARE YOU SATISFIED WITH HOW LONG YOU USUALLY HAVE TO WAIT FOR APPOINTMENTS ONCE YOU HAVE ARRIVE AT THE SURGERY? Answer20122012/13 Yes74%73% No25%20% No Answer1%7% Number of comments4869

7. KEY COMMENTS “Sometimes the wait can be very lengthy. I have been in the surgery several times and waited an hour!” “The GPs see patients when they need to be seen, obviously sometimes I have to wait.” “Dr always late” “Not always so good at phoning back recently though.” “Always been good for me” “I am OK to wait about 15 mins as I think it shows the doctor is taking time to listen to previous patients. I don't like being 'bundled in and out' so happy to wait.” “It would be helpful to be told if the doctor is running late and updates on when you might be seen.” “The doctors take too long to see each patient”

8. 3A. ARE YOU AWARE OF THE TELEPHONE ASSESSMENT CLINIC? Answer20122012/13 Yes89% No10%11% No Answer1%0%

9. 3B. HAVE Y0U USED THE TELEPHONE ASSESSMENT CLINIC (TRIAGE?) Answer20122012/13 Yes71% No27% No Answer1%

10. 3C. HOW WOULD YOU RATE IT? Answer20122012/13 Excellent40%32% Good30%51% Average9%11% Poor-3% Doesn’t apply22%1% * No answer1%2% Number of comments1117 * Didn’t give option to answer on new survey if said no to previous question.

11. TRIAGE: KEY COMMENTS “It was good in that it meant I didn't need to go to the surgery, but without seeing me, the doctor referred me to A&E” “Really excellent service, speedy and professional at all times” “Its very accessible and responsive.” “Sometimes quite a delay before one gets through.”

12. 4. HOW DO YOU RATE THE OPENING HOURS AT QUEENSBRIDGE GROUP PRACTICE? Answer20122012/13 Excellent39%30% Good45%46% Average10%17% Poor-3% Very poor1%0.5% No answer4% Number of comments1614

13. OPENING HOURS: KEY COMMENTS “Could open earlier or close later. Lunchtime closing hours are quite long!” “In an ideal world it would be open all day.” “Lack of post box”

14. 5. DID YOU KNOW IN MOST INSTANCES YOU CAN GET REPEAT PRESCRIPTIONS ONLINE? Answer20122012/13 Yes36%39% No62%56% No Answer1%4%

15. 6. IF THE PRACTICE UPGRADED ITS WEBSITE, WOULD YOU USE IT TO? * Answer20122012/13 Get repeat prescriptions44%33% Book advance appointments50%33% Access information29%10% I wouldn’t use it – I prefer phoning or coming in 30%20% No answer6% Comments123 * Question layout different, in 2012/13 respondents could not select multiple answers

16. WEBSITE: SUMMARY OF COMMENTS Most respondents who wanted some form of online service would also want the other services. Lots of patients thought that the option to book an appointment online or get repeat prescriptions was a good idea. Some respondents were concerned that it would disadvantage patients without a computer, or those who couldn’t speak English.

17. 7. HOW DO YOU RATE THE SERVICE YOU RECEIVED FROM RECEPTION STAFF? Answer20122012/13 Excellent53%47% Good35% Average8%12% Poor1.5%4% Doesn’t apply1%0% No Answer1.5%2% Comments1622

18. RECEPTION: KEY COMMENTS Very friendly, welcoming, helpful. Always get treated well, Always get an answer I've had very different experiences - ranging from excellent to appalling. Friendly and efficient some staff are friendly, some are not and seem impatient They're great!

19. 8. HOW DO YOU RATE THE SERVICE YOU RECEIVE FROM THE NURSES? Answer20122012/13 Excellent55%47% Good30%27% Average2%5% Poor1% Doesn’t apply1%17% No Answer1.5%3% Comments1011

20. NURSES: KEY COMMENTS Dedicated attention to high standards of personal care to be taken by patients. Humane and kind Liz and Sue are great! :) Liz is amazing and a credit to the practice. She makes me want to go for more injections!!

21. 9. HOW DO YOU RATE THE SERVICE YOU RECEIVE FROM THE DOCTORS? Answer20122012/13 Excellent55%47% Good36%41% Average6% Poor0.5%2% Doesn’t apply1%3% No Answer1.5%2% Comments1521

22. DOCTORS: KEY COMMENTS Dr Caplin is an excellent and incredibly caring Doctor. I am very lucky to have him as my GP. Good on some aspects, very average on some. The doctors are amazing They see a lot of people can't be superhuman. Sometimes the doctors have forgotten to do things, but generally they're good. Don't find the cause of symptoms

23. 10A. DO YOU KNOW ABOUT THE QUEENSBRIDGE GROUP PRACTICE EXTENDED HOURS? Answer20122012/13 Yes52%47% No46%52% No answer2%1%

24. 10B. HOW DO YOU RATE THE EXTENDED HOURS SURGERY? Answer20122012/13 Excellent20%16% Good13%18% Average1% Poor2%3% Doesn’t apply/I have not used it62%46% No Answer1.5%15% Comments12

25. 12. HOW DO YOU RATE THE SERVICE YOU GET FROM THE QUEENSBRIDGE GROUP PRACTICE OVERALL? Answer20122012/13 Excellent49%39% Good43%47% Average6%9% Poor1.5%1% Very poor00 No Answer1.5%4% Comments69

26. OVERALL SERVICE: KEY COMMENTS Honestly, this is the best practice I have been to in London! Used to be great, less so now Really excellent and professional and most of all very caring.

27. 13. HOW MANY TIMES HAVE YOU SEEN A DOCTOR AT QUEENSBRIDGE GROUP PRACTICE IN THE LAST YEAR? Answer20122012/13 I haven’t (none)2%6% Once or twice38%30% Three of four times31%29% Five or six times12%15% Seven or more times14%15% No Answer2%5%

28. NEW QUESTIONS

29. 6B. IF THE PRACTICE DEVELOPED A FACEBOOK AND/OR TWITTER PAGE WOULD YOU USE THIS METHOD TO RECEIVE UPDATES FROM THE PRACTICE? Answer2012/13 Yes, both15% Yes, facebook only11% Yes, twitter only11% No58% No answer6% Comments30

30. FACEBOOK AND TWITTER: COMMENTS Much easier all round, no phone bills I hate FB. Don't have twitter Wouldn't seem very professional? Perhaps e-mail is better facebook is not very good for privacy and will encourage negative comments.

31. 11A. HOW SATISFIED ARE YOU WITH THE WAITING ROOM? Answer2012/13 Very36% Fairly39% Neither satisfied or dissatisfied16% Quite dissatisfied3% Very dissatisfied1% No Answer4% Comments15

32. 11B. WHAT DO YOU FEEL WOULD IMPROVE THE WAITING ROOM? Answer2012/13 Music53 Radio31 Alternative seating plan19 Comfier seating62 Magazine/Newspaper provisions55 Overall appearance24 Local services and information33 Other49

33. OTHER SUGGESTIONS FOR THE WAITING ROOM TV was a recurrent theme. Art on the walls was too Some optimists: “Relevant health info, free computer usage, snacks and beverages.” “The music could be much louder and maybe a selection of VHSs could be provided? A coffee machine would be nice. The children's area also looks like it could be too much fun (Maybe tone that down).”

34. ROSE’S SURVEY RESULTS

35. GENERAL COMMENTS

36. LED Noticeboard - I sat underneath it on the end near reception and didn't see it. Either at reception, or on electronic arrival registration, patients should be instructed to check the noticeboard for their appointment slot/doctor. Or, it could be located on wall directly opposite reception in view of all patients as they enter the waiting room, which is probably the best solution Excellent team effort The only thing I find irritating is the fact that you can only address one problem at a time. I feel if you are already sitting in front of a doctor it's silly to have to book a whole new appointment to discuss something else. Especially if it can be quickly addressed at the same time. It means taking more time off work than needed. I am now leaving the area, so I'd like to say you to all the Drs and Nurses: You have been a great help and always pleasant to deal with. Anna x

37. I have no general comments, only when in the morning between 8.30 - 11.00 when you try to call sometimes it is easy to talk to someone, sometimes it is very hard, and sometimes you don't talk to anyone, you keep trying for almost two or one hours. Apart from that everything is good in the surgery, thank you very much. This GP is a great service. Doctors are very nice and helpful. Best doctors I have seen. This is a great practice I reccomend it to anyone in the area - just recently noticed rationing - reluctance to order tests etc no doubt because of the cuts that the NHS is facing. Don’t let the excellent standards here fall because of the cuts - if you can help it!!

38. THEME: DIFFICULTY OF GETTING AN ADVANCE APPOINTMENT Would be good to be able to book appointments in advance, closer than two weeks or ringing on the day and missing work. A week in advance would be good. My only real concern is how long I have to wait to see a doctor when I make an appointment, ie 'two weeks', unsure why this is. Otherwise I love Queensbridge Group Practice! Have been very supportive to myself and my son over the years. Just concerned on the length of time we have to wait for a normal appointment. The procedure to book appointments in advance could be a little quicker.

39. KEY LEARNING POINTS PLEASE DISCUSS