1. Observatory Medical Practice
Patient Survey
November 2017

2. Responses 2017: 369 responses 2016: 453 responses 2015: 511 responses
Half were paper copies and half were on-line responses
Poor on-line response – due to reluctance to follow links because of increase in security awareness???

3. Urgent appointments

4. Comparison 2016:2017

5. Routine appointments

6. Comparison 2016:2017

7. Enough time?

8. Comparison 2016:2017

9. Good at listening: GPs

10. Good at listening: Nurses

11. Comparison 2016:2017

12. Comparison 2016:2017 Nurses

13. Website awareness

14. Website comments 31 comments posted
Some confusion as most comments referred to the on-line access website

15. Comparison 2016:2017

16. Patient Access system use

17. Comparison 2016:2017

18. Interest in changes to health service
216 (71%) no thanks
87 (29%) comments
Range of interests concerning the surgery and various health conditions
Mental health gets most mentions

19. Getting updates No thanks – 37% Yes via direct emails – 42%
Yes via links on website – 20%
No internet access – 1%
Suggest joining Talking Health & Healthwatch to those who want direct links?

20. Friends & family test How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?

21. Has the practice improved?
49 mostly negative comments
71 mostly positive comments
20 neutral comments
Main gripes are around longer waits for an appointment
Some dissatisfaction about the changes to the 8.30am release of ‘on the day’ appointments

22. Comparison 2016:2017

23. So – this year
Appointments – still good access for both urgent and routine
Enough time - yes
Listening – very good
Website usage & knowledge very low
Patient Access – low awareness and issues with signing up
Health service changes – lots of interest in getting more information

24. Comparisons – key points
Note longer waiting times for routine appointments – lots more comments about this
Satisfaction with both time and listening still very good
Website and on-line access awareness has barely changed

25. What next? Work with OxFed on promoting on-line Access
Consider website page to promote information about local health service changes
(or text) those requesting information
Online access
Links to Talking Health and Healthwatch newsletters