1. GPAQ Survey Results & Summary Analysis for: Marple Cottage Surgery Individual Questions Analysis and Year On Year Comparison (2007/2008 – 2008/2009)

2. Introduction The following slides show results of our Patient Questionnaire Survey 2008-9, using the GPAQ postal questionnaire. There is a summary page highlighting mean satisfaction results This is followed with individual question broken down into individual achievement categories for a more in-depth analysis of achievement, and presented in simple bar chart format; these results are shown as patient response numbers There is an Analysis Summary of 2008/7 results, and 2008/9 results, with a year-on-year comparison

3. Satisfaction Rates (%)

4. Q1: Number Of Visits To The Doctor In Last 12 Months

5. Q2: Satisfaction with Receptionists

6. Q3a: Satisfaction with opening hours

7. Q4b: Satisfaction with availability of particular doctor

8. Q5b: Satisfaction with availability of any doctor

9. Q7b: Satisfaction with waiting times at practice

10. Q8a: Satisfaction with phoning through to practice

11. Q8b: Satisfaction with phoning through to doctor for advice

12. Q9b: Satisfaction with continuity of care

13. Q10a: Satisfaction with doctor’s questioning

14. Q10b: Satisfaction with how well doctor listens

15. Q10c: Satisfaction with how well doctor puts patient at ease

16. Q10d: Satisfaction with how much doctor involves patient

17. Q10e: Satisfaction with doctor’s explanations

18. Q10f: Satisfaction with time doctor spends

19. Q10g: Satisfaction with doctor’s patience

20. Q10h: Satisfaction with doctor’s caring and concern

21. Q4a: Availability of particular doctor

22. Q5a: Availability of any doctor

23. Q6: Same day urgent availability of Doctor

24. Q7a: Waiting time at practice

25. Q9a: Continuity for seeing the same Doctor

26. 3b: What additional hours would you like the practice to be open?

27. Demographics: Q13: Sex

28. Demographics: Q14: Age

29. Demographics: Q14: Long standing illness, disability or infirmity

30. Demographics: Q16: Ethnic Group

31. Demographics: Q17: Accommodation status

32. Demographics: Q18: Employment status

33. 2007/8 Analysis Summary

34. 2007 - 2008 Results 82% satisfaction with receptionists 69% satisfaction with opening hours 67% satisfaction with availability of particular Dr 80% satisfaction with availability of any Dr 64% satisfaction with waiting times at the practice 74% satisfaction with phoning through to the practice 51% satisfaction with Dr advice over the telephone 70% satisfaction with continuity of care 83% - 86% satisfaction with all Dr related questions % based on mean satisfaction as per GPAQ

35. 2008 – 2009 Results 83% satisfaction with receptionists 73% satisfaction with opening hours 73% satisfaction with availability of particular Dr 80% satisfaction with availability of any Dr 63% satisfaction with waiting times at the practice 73% satisfaction with phoning through to the practice 50% satisfaction with Dr advice over the telephone 70% satisfaction with continuity of care 83 - 85% satisfaction with all Dr related questions % based on mean satisfaction as per GPAQ

36. 2007-8 and 2008-9 Comparison 1% overall increase in satisfaction with receptionists; but significant increase (7%) in ‘Excellent’ responses regarding satisfaction with receptionists 4% overall increase in satisfaction in opening hours; but significant 9% increase in ‘Excellent, Very Good & Good’ responses regarding satisfaction in opening hours 11% increase in ‘Excellent, Very Good, Good’ responses regarding satisfaction of availability with a particular GP 14% increase in patients being able to get a same day urgent appointment with a GP; 9% increase in ability to get a same day appointment with a particular Dr All GP-consultation related questions remained same yr- on-yr % range of response

37. Patient Comments

38. Everything is good about my health care, nothing that I personally know of can be improved Hard to say I have been very much enjoying good health and only coming here for minor problems I have a better understanding of my illness than a Psychiatrist, The online services offered are good and repeat prescriptions are very prompt, the receptionists are friendly and always smartly dressed Excellent practice, particularly co-operative doctor after hours, I generally see nurse before dr, just having that option is greatly appreciated Prefer reception where it used to be Diabetes care is excellent, although I have never spoken to a Dr over the phone, I have spoken to nurses about my diabetes where the service has been excellent communication with local hospitals, health professionals and IT services are all things good about my healthcare the six monthly checkups are good Regular health checkups are good, surgery opening hours to be improved - evenings and weekends, the dr involving you in decisions about healthcare especially the approach/time in consultations not really anything to improve better system needed for making hospital appointments if and when referred by the doctor Everything is good about my health care

39. Patient Comments You can always get an appointment with a doctor when you need one. Especially if the appointment is for a child approachable doctors and nurses, action is quickly taken where needed, diagnosis and results explained are good things about my health care Reassuring is good Every aspect is carefully looked after, nothing to be improved except for a coffee morning, perfection! Excellent treatment, nothing is too much trouble, marvellous receptionists Waiting room separate to reception area could be improved There is too much reliance on computers When I complained about my knee problems and the lack of response I was getting I received an immediate response to the problem and surgery Booking online Everything over the last 30 years has been good, nothing to be improved I get seen fairly promptly when I need to and my care by doctor is excellent, maybe some weekend openings would be improved but I normally get seen in the week when I need too Fast friendly service with a smile, nothing to be improved, online appt's and records could be more reliable and faster. It would be good to have all the records available

40. Patient Comments Clocks are required so you can monitor how long you wait. Upstairs/Downstairs Dr Hatton is an excellent doctor with just class communication skills with people of all ages, very good practice no concerns at all Like the internet access to my records, interaction with hospital results could be better. On one occasion nobody contacted me to advise on results Always very impressed with the service I receive from all the staff at the surgery. Well done to everyone. I have no complaints, I am perfectly satisfied with the care I have received Generally immediate availability nothing to be improved Very consistent practice, nothing to be improved Feeling very assured that I am being looked after I consider the practice to be excellent and has always treated me with care and understanding Very satisfied with everything, nothing significant to be improved Satisfied Car park could be improved I do think that overall the quality of care, including doctors, nurses and receptionists at the practice is very good. I would like to add that Dr Johnson is very good in his job and has always made me relaxed, the reception team have always been very polite and understanding