1. PATIENT SURVEY RESULTS 2013-14 Springfields Medical Centre

2. Mechanism (numbers in brackets denote last years results)  130 replies (113)  Electronic and paper copies  PPG, PRG, emails to patient that use email prescription service and patients attending surgery  Full survey on website

3. Receptionists and Appointments  98% found receptionists helpful (100)  73 % easy to get through on phone (60)  87% easy to speak to Dr/Nurse on phone (89)  86% important to book ahead (87)  64% easy to book ahead (65)  87% normally seen on same day if needed to speak to a Dr urgently (92)

4. Booking Appointments  49% prefer to book online (35)  18% prefer to book in person (33)  76% prefer to book by phone (89%)  14% book in person (19)  90% book by phone (93)  10.7% registered for online booking (7)

5. Getting an appointment  54 % same day/next day with Dr of choice (62)  33% 2-4 days with Dr of choice (27)  81% same day/ next day with any Dr  17% 2-4 days any Dr (10)

6. Time waiting for an appointment  60% excellent/good for a particular Dr (65%)  74% excellent/good for any Dr (78)

7. Opening Hours  90% practice times convenient (88)  Aren’t convenient would like:  Before 8 am 40% (43)  Lunchtime 13% (29)  After 18.30 67% (64)  Saturday 73% (64)  Sunday 13% (29)

8. Consultation waits  <5 mins 10% (19)  5-10 mins 41% (32)  11-20 mins 30% (34)  >20 mins 19% (16)  Overall length of wait excellent/good 42% (45)

9. Doctor ratings  5 categories – 93-98%  Enough time 98% (99)  Listening 95% (98)  Explanation 96% (98)  Involving decisions 94% (98)  Treating with care/concern 93% (95) Confidence and trust 87% (94)

10. Nurse ratings  Excellent – all 99/100 %  Confidence and trust 89% (88)

11. Quality Of care  Understanding health problems well 95% (96)  Coping with health problems 92% (97)  Helping keeping healthy 92% (95)

12. Overall ratings  88% would describe experience as excellent/very good (89)  82% would recommend the practice (79)

13. Doctors First  Improving access  Doctor preference  Reduction in consultation waiting times  Signposting patients to the correct Health Care Professional  Adjusting to patient needs  Improve telephone access

14. Appointment Service  Ring Surgery and make appointment with Dr on the day you would like to see/speak to the Dr (no need to prebook)  Receptionist will book telephone slot with Dr asking for a brief description of the problem to enable the Dr to prioritise their calls  Dr will ring back and deal with appropriately (e.g. deal with over the telephone, book appt for patient to attend surgery)  Patients can still book telephone consultations with the Nurses  Follow up appointments

15. Challenges  Language Barriers  Hearing impaired  Telephone access  Online booking