1. Survey Results Penny’s Hill Practice 2011/ 2012

2. Introduction 98% of all statistics are made up Statistics can be made to prove anything - even the truth “Get your facts first, then you can distort them as you please.”

3. Introduction  The purpose of the Patient Participation Directed Enhanced Service is give patients a greater say in the quality and range of services provided by general practice.  Today only around 40% of practices have a patient group of any kind. The aim of the PP DES is to ensure that all practices involve patients as fully as possible in development of their services.

4. Survey Demographics Sex Long-standing illness, Disability or infirmary? 60 143 0 50 100 150 200 MaleFemale Number of responses 95 98 0 40 80 120 160 YesNo Number of responses AgeNumber of responses Up to 44 years old43 45 years old and above160 Mean61.8

6.  Ensure representative group of patients reflecting practice profile  Determine priorities  Type of survey  Recommendations  Action Plan

7. Priority areas

8. Survey Demographics More representative of practice population High proportion of elderly patients responded

9. Ethnicity WhiteBlack or Black BritishAsian or Asian British MixedChineseOther ethnic group 99% 1%

10. 69 79 59 0 10 20 30 40 50 60 70 80 90 100 Percentage of responses Getting through on the telephone 20112008

11. Question200420052006 20072008 Ability to get through to practice on phone 626463 6669 Ability to speak to doctor on phone 576065 67 79 66 2011

12. 85 89 0 10 20 30 40 50 60 70 80 90 100 Obtaining test results by telephone Seeing a doctor quickly Same day or next day Seeing a doctor In advance Seeing a practice nurse Percentage of responses 84

13.  Booking appointments at the practice  Can other patients overhear what you say to the receptionists  How do you rate the information we give out about the practice  How would you like to receive information from the practice

14. The next steps  An action plan will be developed detailing the practice’s aspirations for the next 2 years