1. Patient Survey Results 2013 Nicki Mott

2. Patient Survey 2013 Patient Survey conducted by IPOS Mori by posting questionnaires to random patients in the practice. Numerous questions regarding various aspects of patient care. Questionnaire sent to 311 patients Completed by 112 patients (36%) National average completed was 35%

3. Patient Information Patient Demographics 51% Male, 49% Female 50% had long standing illness (53% national average) 94% White, 2% Asian, 1% various other groups Age of Patients 3% aged 18 – 24 (national average 10%) 23% aged 25 – 34 (national average 17%) 26% aged 35 – 44 (national average 18%) 21% aged 45 – 54 (national average 19%) 15% aged 55 – 64 (national average 15%) 11% aged over 65 (national average 22%)

4. Patient Information Employment status 69% Full time paid work (43% national average) 10 % Part time paid work (14% national average) 0% in Full time education (3% national average) 13% Fully retired (21% national average) 2% Looking after home (5% national average) 1% Permanently sick (5% national average) 4% Unemployed (6% national average) National average – Lawley has more patients in work and less retired patients

5. Patient Information Last seen or spoke to a GP 54% had consulted in past 3 months (55%) 25% had consulted 3- 6 months ago (18%) 14% had consulted 6 – 12 months ago (14%) 6% more than 12 months ago (13%) 1% had never seen a GP (1%) National average shown in brackets. Patients consult GPs slightly more at Lawley.

6. Patient Information Last seen or spoke to a Nurse 35% had consulted in past 3 months (36%) 17% had consulted 3- 6 months ago (17%) 18% had consulted 6 – 12 months ago (16%) 21% more than 12 months ago (24%) 8% had never seen a Nurse (7%) National average shown in brackets. Patients consult nurses in similar ways at Lawley.

7. Results Opening hours Opening hours would like Preferred way of booking appointments Telephoning through to the practice Waiting times in surgery Reception GP appointments Nurse appointments Overall

8. Results - Access Satisfaction with opening hours 40% Very satisfied (39%) 52% Fairly satisfied (41%) 4% Neither satisfied or not (9%) 1% Fairly dissatisfied (6%) 2% Very dissatisfied (2%) 2% Not sure when GP surgery open (4%) Convenience of hours that we are open 73% said Yes (77%) 20% said No (17%) 7% said Don’t know (7%)

9. Results - Access Additional opening times that would make it easier Only 26 patients responded (so small numbers) 6 (23%) said before 8am (34%) 0 (0%) said at lunchtime (12%) 19 (73%) said after 6.30pm (70%) 22 (83%) said on a Saturday (72%) 10 (38%) said on a Sunday (34%) 0 (0%) said none of these (3%)

10. Results - Access Waiting time in surgery 6% Wait less than 5 minutes (10%) 53% wait 5 – 15 minutes (57%) 34% wait more than 15 minutes (26%) 5% can’t remember (4%) Impressions of waiting times 57% Don’t normally have to wait too long (59%) 30% Have to wait a bit too long (25%) 6% Have to wait far too long (9%) 7% No opinion (7%)

11. Results - Access Ease of getting through on the phone 60% Very easy (28%) 38% Fairly easy (47%) = Total easy 98% (75%) 1% Not very easy (15%) 0% Not at all easy (7%) 1% Have not tried (3%) How normally book appointments 18% In person (30%) 100% By phone (90%) 1% On line (3%) 0% Does not apply (1%)

12. Results - Access Preferred method of booking appointments 27% In person (31%) 90% By phone (80%) 34% On line (31%) 3% No preference (4%) Overall experience of making at appointment 50% Very good (35%) 43% Fairly good (41%) - Total good 93% (76%) 7% Neither good nor poor (13%) 0% Fairly poor (7%) 0% Very poor (4%)

13. Results - Reception Helpfulness of receptionists 54% Very helpful (46%) 38% Fairly helpful (42%) 5% Not very helpful (7%) 1% Not at all helpful (3%) Overhead in reception 63% Yes but don’t mind (57%) 25% Yes, and not happy about it (25%) 2% No, other patients cannot overhear (8%) 10% Don’t know (9%)

14. Results – GP appointment GP giving you enough time 57% Very good (49%) 40% Good (37%) = Total good 97% (86%) 9% Neither good nor poor (9%) 0% Poor (2%) 0% Very poor (1%) GP listening to you 60% Very good (51%) 33% Good (36%) 4% Neither good nor poor (7%) 1% Poor (2%) 1% Very poor (1%)

15. Results – Nurse appointment Nurse giving you enough time 58% Very good (48%) 26% Good (33%) 1% Neither good nor poor (5%) 1% Poor (1%) 16% Does not apply (12%) Nurse listening to you 54% Very good (47%) 29% Good (33%) 1% Neither good nor poor (6%) 4% Poor (1%) 11% Does not apply (12%)

16. Overall experience 68% Very good (45%) 26% Fairly good (42%) 3% Neither good nor poor (9%) 1% Fairly poor (3%) 1% Very poor (1%)

17. Overall experience Recommendation of surgery 72% Yes would definitely recommend (49%) 22% Yes would probably recommend (31%) 4% Not sure (11%) 0% No, would probably not recommend (5%) 1% No, would definitely not recommend (3%) 1% Don’t know (2%)

18. Conclusion Practice has patients who are on average younger, more are in employment, and consult more than other practices. Practice results shows high satisfaction scores from many of our patients and is above the national average. PLEASE CONTINUE TO LET US KNOW IF THERE ARE AREAS THAT YOU BELIEVE WE NEED TO WORK ON AND IMPROVE For full details of all results, please see our website