1. March 25, 20131 The Blundellsands Surgery Patient Reference Group Questionnaire Results Monday, March 25 th 2013

2. March 25, 20132 Agenda Introductions Survey details PRG Questionnaire Presentation Conclusions Discussion Actions AoB

3. March 25, 20133 Survey Details Questions covered four key areas outlined in the initial meeting – 1.contacting the surgery, 2.access to appointments, 3.clinical care, 4.continuity of care 610 questionnaires completed 584 electronically & 29 by patients in reception Surgery attempted to contact wide group of patient population, including, housebound patients, patients from different ethnic backgrounds, people with learning & visual disabilities

4. March 25, 20134 Survey Details - continued This presentation will focus areas of improvement 1.Appointments with nursing team, 2.Some areas of clinical care, explaining tests & involving patients. 3.Accessing appointments at peak times, 4.Knowledge of Out Of Hours Services 610 questionnaires completed 580 electronically & 29 by patients in reception Surgery attempted to contact wide group of patient population, including, housebound patients, patients from different ethnic backgrounds, people with learning & visual disabilities

5. March 25, 20135 Overall Levels of Satisfaction with The Blundellsands Surgery 2012 and 2013 figures both show very high overall levels of satisfaction with the surgery Answer Options2012 Response2013 Response Very satisfied68.9%69.2% Fairly satisfied27.3%23.9% Neither satisfied nor dissatisfied 2.1%3.9% Fairly dissatisfied 0.8%2.2% Very dissatisfied 0.8%0.7%

6. March 25, 20136 Contacting the surgery the last 6 months – Main points 82.7% (80% in 2012) of patients said it was very/fairly easy to get through to the surgery by phone; approx 13.1% (18% in 2012) said it was not very easy / not at all easy. 87% (90% in 2012) of respondents found reception desk staff helpful & easy to deal with. 4.2% (4.4% in 2012) of patients found the reception admin team not very easy/not at all easy to deal with. Over 63% (50% in 2012) of respondents had not tried contacting the practice via email

7. March 25, 20137 Access to Appointments - Quick Appointments with Doctors Answer OptionsResponse Percent yes 80.6%79.0% no 18.3%17.1% can't remember 1.0%3.8%

8. March 25, 20138 Access to Appointments - Appointments with Doctors more than 2 days in Advance Response rates very similar between the 2 years Answer Options2012 Response2013 Response yes79.6%75.2% no11.8%12.4% can't remember 8.6%12.4%

9. March 25, 20139 Access to Appointments – Quick Appointments with Nurses Patients are finding it easier to get appointments with the nursing team within 2 days 2012 Response2013 Response yes 38.3%42.9% no 42.6%31.7% can't remember 19.1%25.5%

10. March 25, 201310 Access to Appointments - Appointments with Nurses more than 2 days in Advance Patients are finding it easier to book appointments with the nursing team in advance Answer Options Response Percent yes 80.6%79.0% no 18.3%17.1% can't rememb er.0%3.8% Answer Options2012 Response2013 Response yes 44.8%58.7% no 52.3%17.2% can't remember 2.9%24.1%

11. March 25, 201311 Doctors’ Clinical Care 2012 very good 2013 very good 2012 good2013 good 2012 good or v. good 2013 good or v. good Giving you enough time 64.363.128.627.92.990.1 Asking about your symptoms 59.561.232.529.29290.4 Listening to you 61.363.529.425.690.789.1 Explaining tests and treatments 56.155.824.125.280.281 Involving you in decisions about your care 58.556.423.325.581.881.9 Treating you with care and concern 61.361.830.326.491.688.2 Taking your problems seriously 61.462.62824.389.486.9

12. March 25, 201312 Nurses’ Clinical Care 2012 very good 2013 very good 2012 good2013 good 2012 good or v. good 2013 good or v. good Giving you enough time 55.954.827.32283.276.8 Asking about your symptoms 44.54121.619.966.160.9 Listening to you53.247.325.722.178.969.4 Explaining tests and treatments 47.746.222.919.870.666 Involving you in decisions about your care 43.338.417.516.860.855.2 Treating you with care and concern 5551.827.523.182.574.9 Taking your problems seriously 48.144.419.617.967.762.3

13. March 25, 201313 Continuity of Care Majority of patients remain at least satisfied with levels of continuity of care. 36.3% (32.4% IN 2012) of patients answering the survey would not know how to contact the out of hours services.

14. March 25, 201314 Patient comments The Good I moved to the Blundellsands surgery in the last 2 years or so and the difference from my old practice is remarkable - the waiting time is a lot shorter. Lovely friendly kind staff on reception - who are very helpful. The waiting room is enviting and the overall standard that I have recieved from my doctors as been very high. I cannot see myself ever moving away from this practice, so much so, i'm trying to get my fiance to move from his GP to Blundellsands surgery due to the lack of care and welcoming doctors in his. I find the service at the Surgery excellent and would recommend practice to others. Listening to stories of how difficult friends and family can find it getting an appointment with their Doctors I cannot fault my surgery. I have never been refused an emergency appointment for myself or my husband. The staff are always bery helpful and the level of care by the Doctors is 2nd to none. We feel very lucky to have such a great surgery. Keep up the good work.

15. March 25, 201315 Patient comments The bad Over the years I have tried to make routine appointments for both myself and my family but find that sometimes Reception seem to prefer that you go to the Walk-In Centres instead of trying to make an appointment at the Doctors The reception staff are very poor and can only described as job worth. I understand there is pressure from other people in the practice but they MUST learn to listen to concerns and find a solution The Dr was running late for my last two morning appts - 20mins & 25mins. Whilst I appreciate an appt time is not "fixed", an overrun of 15+ mins is unacceptable.

16. March 25, 201316 Patient comments The mixed It is ideal to be able to order prescriptions online could an online appointment system be set up to save time waiting on the phone? I feel sometimes the reception staff can come across as very abrupt, you can also be made to feel as though you are putting them out rather than them being there to provide a very important service. I feel that sometimes this detracts from the excellent service provided by the extremely conscientious doctors. Generally pleased with care received. However it would help to be able to see the same GP to discuss the same problem. This would improve continuity

17. March 25, 201317 2012 Survey Areas for Improvement Appointments with nursing teamImproved Some aspects of Clinical care Explaining tests;Improved Involving patients;Improved Access to appointments/contacting mixed surgery at peak times Knowledge of out of hours services deteriorated

18. March 25, 201318 Thank you for listening – over to you for questions and comments