1. PATIENT SATISFACTION SURVEY REPORT 2013/2014 Nafisa Suleman PRG Lead

2.  Copsewood Medical Centre is a three doctor partnership with a list size of approximately 4300 patients.  The premises is a 1930s bungalow situated on Momus Boulevard, which runs parallel to a busy main road. The practice primarily serves the areas of Stoke, Ernesford Grange and Binley on the eastern side of Coventry.  Copsewood Medical Centre is committed to ensuring that patients are involved in decisions about the range and quality of services provided by our practices.

3. Morning Afternoon Monday 08:30 - 12:30 13:00 - 18:00 Tuesday 08:30 - 12:30 13:00 - 18:00 Wednesday 08:30 - 12:30 13:00 - 18:00 Thursday 08:30 - 12:30 13:00 - 18:00 Friday 08:30 - 12:30 13:00 - 18:00

4.  Register with Vision Online Services  Via our Practice Website  By Email - to copsewoodmedical@nhs.net copsewoodmedical@nhs.net  In Person  By Fax - on 024 7663 6395  By Post

5.  Posters displayed in patient waiting area  2000+ sms text messages were sent to patient mobiles  Patients were asked opportunistically by clinicians and administration staff  Advertisement was placed on Practice web page

6. GENDERAGEETHNICITYOCCUPATION MALE41White BritishUnemployed FEMALE70ASIANRetired MALE64White EuropeanN/A FEMALE77White BritishRetired MALE77White BritishRetired MALE74IRISHRetired FEMALE73IRISHRetired MALE61White EuropeanUnemployed FEMALE37INDIANN/A FEMALE56White BritishN/A MALE69White BritishRetired MALE80White BritishRetired MALE59White BritishN/A FEMALE37White British Research Assistant – Coventry University Male71White BritishDriver

7.  On the whole the PRG represents the practice as it represents the wider Asian and White British population.  The PRG in under-represented to the younger generation, African and European community  The practice will look to actively involve these groups by verbally inviting them to join, if language is a deterrent to joining, an interpreter would be booked.

8.  PRG Meeting held on 24/7/2013, priority areas agreed: (minutes taken)  Add question on additional hours also if patients would recommend our practice to their friends/family.  Add free text box to certain questions so patients can elaborate  Add question on whether they have viewed the practice website  Add question on whether they are interested in Vision online services  Overall happy with the content and structure of this year’s practice survey

9.  Practice Website  In the practice Total Responses = 105 Practice Size = 4,300 Represents 2.4% of practice population

10.  Overall clinical experience – scored above 90%  86% of Respondents stated they either had a telephone call or face to face contact with a Dr on the same day, if URGENT.  Waiting times for consultation to begin was reasonably positive - 83% of respondents stated they waited less 20minutes before being seen.  Telephone consultation – patients were overall satisfied with the new service, 73% of respondents stated they will accept a telephone consultation again  Repeat prescriptions process – seen an improvement to the service  67.6% of respondents stated they would recommend our practice to their friends or family

11.  Nurse appointments – Current waiting times to see a nurse is a minimum wait of 2 weeks  Vision online services – need more advertising  Getting through on surgery phone - difficult, need a receptionist to answer the extra line, explained that we are a small practice and currently do not have the resources to invest in a new telephone system.  Website promotion – only 39% of respondents knew we had a website  Likely opening days respondent stated weekend/late evenings – Informed panel that were “one man down” senior partner is leaving; we do not have resources at present to hold any extra services.

12. Survey Findings Agreed ActionAction by who Action by when Date Completed Practice Website Promotion Send text messages with website link to all patients with mobile phone numbers recorded on clinical system who have signed up to receive sms text service. NafisaEnd of April2014 Reduce telephone queues Advertise Vision online services to all patients, currently only 105 active users, send text message to patients, display posters in consulting and patient waiting room and advertise service on practice website. NafisaEnd of April2014 Improve Nurse Access Nurses’ to increase telephone triaging and be more flexible i.e. squeeze more patients in, if busy, receptionist will be informed to contact nurse if patient presents with an urgent matter. Nurse/ Receptionist By June2014