1. Observatory Medical Practice
Patient Survey
November 2018

2. Responses 2018: 441 responses 2017: 323 responses 2016: 453 responses
274 were paper copies and 167 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 2016:2017:2018

5. Routine appointments

6. Comparison 2016:2017:2018

7. Usual GP?
Only 45 of 429 responses said that they did not feel they had a usual GP

8. Appointments for Nurse or HCA
8 of 329 respondents said that they waiting longer than they wanted to.

9. Saturday or evening appointments?
After 6.30pm (Mon – Friday) = 170
Maintain 2 doctors on Saturday = 99
No preference = 144
Don’t know = 19

10. OxFed 7DAS Not used services = 365 Used them to see a doctor = 53
Used them to see a nurse = 11
Used them to see a phlebotomist = 4
52 comments – most positive, a few about service location

11. Enough time?

12. Enough time: Comparison 2016:2017:2018

13. Good at listening: GPs

14. Comparison 2016:2017:2018

15. Good at listening: Nurses

16. Comparison 2016:2017:2018

17. Reception: helpfulness

18. Website awareness

19. Comparison 2016:2017:2018

20. Website comments 19 comments posted
As last year some confusion as most comments referred to the on-line access website
A couple of comments that more information about the College services would be useful

21. Patient Access – use?

22. Comparison 2016:2017:2018

23. Health Champions (OxFed)
316 (77%) no thanks
42 (10%) please pass on my details
54 (13%) I will contact OxFed myself

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

25. Comparison 2016:2017:2018

26. Has the practice improved?
143 comments
35 mostly negative comments
60 mostly positive comments
48 neutral comments
Main gripes are around longer waits for an appointment and the time it takes for the phone to be answered

27. So – this year
Appointments – still good access for both urgent and routine, but creeping up
Enough time - yes
Listening – very good
Website usage & knowledge marginal improvement
Patient Access – marginal improvement

28. New Questions
Reception – excellent ratings for reception – some issues with getting through on the phone
Nurse appointments – a few comments about availability but mostly good
Saturdays – majority vote for more evening appointments
7DAS – not many users but praise from those who have
Health Champions – 42 contacts have been given to OxFed

29. Comparisons – key points
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
Friends and family test – marginally worse

30. What next?
Discuss!