1. Patient Voices Programme Survey Results for : Everest House Surgery Combined Results 2005

2. Introduction  The following slides show the results of the Patient Voices Programme audit that your practice has recently completed  The results shown are the mean figures  To view the frequency breakdown of the results, please see the written report provided with this slide set

3. Evaluation of questions 2–5b (as percentages) compared to the GPAQ benchmarks 73 64 58 64 75 68 62 75 0 10 20 30 40 50 60 70 80 90 100 Q2. Satisfaction with receptionists Q3a. Satisfaction with opening hours Q4b. Satisfaction with availability of particular doctor Q5b. Satisfaction with availability of any doctor Percentage of responses Mean scoreGPAQ benchmark

4. Evaluation of questions 7b–9b (as percentages) compared to the GPAQ benchmarks 49 55 52 72 58 60 62 72 0 10 20 30 40 50 60 70 80 90 Q7b. Satisfaction with waiting times at practice Q8a. Satisfaction with phoning through to practice Q8b. Satisfaction with phoning through to doctor for advice Q9b. Satisfaction with continuity of care Percentage of responses Mean scoreGPAQ benchmark

5. Evaluation of questions 10a–10d (as percentages) compared to the GPAQ benchmarks 75 7978 76 82 84 85 82 0 10 20 30 40 50 60 70 80 90 100 Q10a. Satisfaction with doctor's questioning Q10b. Satisfaction with how well doctor listens Q10c. Satisfaction with how well doctor puts patient at ease Q10d. Satisfaction with how much doctor involves patient Percentage of responses Mean scoreGPAQ benchmark

6. Evaluation of questions 10e–10h (as percentages) compared to the GPAQ benchmarks 78 73 78 84 81 85 0 10 20 30 40 50 60 70 80 90 100 Q10e. Satisfaction with doctor's explanations Q10f. Satisfaction with time doctor spends Q10g. Satisfaction with doctor's patience Q10h. Satisfaction with doctor's caring and concern Percentage of responses Mean scoreGPAQ benchmark

7. Evaluation of questions 12a–13 (as percentages) compared to the GPAQ benchmarks 77 79 78 76 78 76 81 0 10 20 30 40 50 60 70 80 90 100 Q12a. How well nurse listens to what you say Q12b. Quality of care nurse provides Q12c. How well nurse explain problems/treatments Q13. Overall satisfaction with practice Percentage of responses Mean scoreGPAQ benchmark

8. Q3b. What additional hours would you like the practice to be open? MorningsLunchtimeEveningsWeekendsNone

9. Q4a and 5a. How quickly can you see a doctor? 86 89 151 103 52 22 15 169 103 96 27 16 2 53 0 20 40 60 80 100 120 140 160 180 Same dayNext working day Within 2 working days Within 3 working days Within 4 working days 5 or more working days Does not apply Number of responses Particular doctorAny doctor

10. Q6 and 7a. Can you see a GP on the same day if it is urgent? How long do you usually have to wait at the practice? Same day urgent availability of doctor Waiting time at practice Yes No Don't know/never needed to 5 minutes or less 6-10 minutes 11-20 minutes 21-30 minutes More than 30 minutes

11. Q9a. How often do you get to see your usual doctor? AlwaysAlmost alwaysA lot of the time Some of the timeAlmost neverNever

12. Q12a–c. Nurse feedback How well they listen… Quality of care… How well they explain…

13. Q13. How satisfied are you with your practice?

14. Demographics Q14. Sex Q16. Long-standing illness, Disability or infirmary? Q15. AgeNumber of responses Up to 44 years old227 45 years old and above255 Mean49.1 236 259 0 60 120 180 240 300 YesNo Number of responses 186 322 0 68 136 204 272 340 MaleFemale Number of responses

15. Q17 and 18. Ethnic group and accommodation status Accommodation statusNumber of responses Owner-occupied/mortgaged286 Rented or other arrangements207 WhiteBlack or Black BritishAsian or Asian British MixedChineseOther ethnic group

16. Q19. Employment status

17. The next steps  The results of this survey are a good start to improving your practice  However, you should now discuss your results with your PCT and/or a patient group  Most importantly, you should plan for change!