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Patient Survey 2013-14

26/03/2014

Dear Patient,

 

Thank you to those of you who took part in our annual recent survey.  You can see the results by going to the practice website.

   

We are very pleased that we have managed to increase the response rate this time to our highest ever level, with 33 people accessing the survey.  It is noticeable that the number of people completing the survey declines the further you go through it, so any feedback from you as to why that might be would be welcome, so that we can improve the survey for the next time we distribute it.

 

More than 60 people were invited to take the survey this year, and this is the highest number of responses we have had in the 3 years we have been doing an annual survey.  We hope that the incentive of the £10 vouchers for completing the survey helped a little with that!  The draw for these has been completed, and we will be contacting the recipients of the vouchers shortly.

 

The results have been extremely pleasing; the main features to point out are as follows

 

- LAST TIME 92% of patients described their experience on last visiting the surgery to be ‘very good’ (42%) or ‘good’ (50%)

- THIS TIME 90% of patients described their experience on last visiting the surgery to be 'very good' (52%) or 'good' (38%).  Although this is a small decrease in the total rating, we are pleased with the significant increase in ‘very good’ ratings

  

- LAST TIME 8% of patients found it ‘difficult’ or ‘very difficult’ to get an appointment, with 58% finding it ‘very easy’ or ‘easy’

- THIS TIME 7% of patients found it ‘difficult’ or ‘very difficult’ to get an appointment, but 76% found it ‘very easy’ or ‘easy’.  Again, we are pleased that more patients are finding it easier to get an appointment 

 

- LAST TIME 17% of patients were ‘quite dissatisfied’ with practice opening hours.  No patients were ‘very dissatisfied’.

- THIS TIME 0% of patients were ‘quite dissatisfied’ or ‘very dissatisfied’ with Practice opening hours.

 

- LAST TIME a minimum of 80% of you felt that consultations with doctors were 'good' or 'very good' in respect of listening, thoroughness, patient involvement in decisions, putting you at ease, explaining issues, patience and showing care and concern 

- THIS TIME a minimum of 81% of you felt that consultations with doctors were 'good' or 'very good' in all categories.  All of the categories had improved ratings from the last survey.

 

- LAST TIME a minimum of 82% of you felt that consultations with Nurses were 'good' or 'very good' in all categories. 

- THIS TIME a minimum of 90% of you felt that consultations with Nurses were 'good' or 'very good' in all categories.  All of the categories had improved ratings from the last survey, except for ‘giving you enough time’, which stayed at 100%

    

- The number of patients who said that they were 'not very happy' that other patients could overhear what they are saying at reception has fallen from 33% LAST TIME to 23% THIS TIME.  We hope this is a reflection of the changes that we have made to the set-up of the reception area this year.

 

There were also some changes since the last survey in respect of which of our patients responded to the Survey, and the priorities they identified

 

Last time, the top four priorities you clearly identified were

 

1)      Ease of making an appointment

2)      The service patients receive from doctors

3)      The service patients receive from nurses

4)      Practice Opening Hours

 

This time, the priorities are the same, but in a slightly different order

 

1)      The service patients receive from doctors

2)      Ease of making an appointment

3)      Practice Opening Hours

4)      The service patients receive from nurses

 

- The comments on priorities reflected the new order, with a couple of mentions relating to continuity of care from our doctors.

 

- The way that you access information about the practice has also changed.  The percentage of patients accessing the website has gone up from 33% to 71%, a remarkable increase.  Interestingly, 52% of patients still use the noticeboards to access information, only a small decrease from last year.

 

- This year, the proportion of male and female respondents was exactly 50-50

 

- Sadly, there were no respondents to the survey this year between the 18 and 24 years of age.

 

After the last survey, we circulated an Action Plan identifying your main priorities, please see below a list of what we have managed to complete from that plan so far this year

 

Ease of getting an appointment – last year 8% of patients found it ‘difficult’ to get an appointment - We have conducted a further survey to establish the demand for appointments, and have recently increased again the number of appointments available.  There are also more appointments available with Doctors, and we are now open for two late evening surgeries each week - Tuesdays and Thursdays.

 

Our facilities and buildings - 33% of patients said that they were 'not very happy' that other patients could overhear what they are saying at reception - We now have 2 staff on duty at reception so that patients can ask to speak in private if they need to. This service is advertised to the screen.  We have also carried out some alterations to the reception area that mean telephone conversations between staff and patients are more private.

 

The service you receive from our doctors – Last time, 17% of you described the way the doctor explains your problems or treatment required as ‘fair’, ‘poor’, or ‘very poor’.  In this survey, this was down to 5%.  Also, 25% of patients described the amount of time the Doctor spends with you as ‘fair’, ‘poor’ or ‘very poor’.  In this survey, the figure was down to 19%.

 

The Service you receive from our nurses – Last time, 17% of patients felt that way the nurses involved you in decision about your care was ‘fair’ or ‘poor’.  In this survey, the same figure was down to 10%.

 

I have reviewed the 'Action Plan' to reflect what has been completed, and to add in areas that you have highlighted as your priorities.  For the next 6 months we will be trying to address all sections of the plan.  You can access the latest version on the practice website.  The Action Plan will also be shared at the next Patient Participation group meeting for their input. If there is anything in the action plan that you think should be changed or added, then please do get in touch with me by responding to this e-mail or contacting the practice by telephone.

 

We are also required to submit a report to NHS England about our PRG, you can find a copy of this here.

 

In the meantime, if you would like to comment or provide feedback on these results please do not hesitate to call me on the number below or send an e-mail to this address (please use the e-mail title "PATIENT SURVEY FEEDBACK").  

 

If you are interested in joining the next meeting of the Orchard PPG, you can contact the Chairman Colin Dance on colin.dance1@tesco.net for further details

 

Thank you for the interest you have shown in helping us to improve the day to day running of the Orchard Practice, I look forward to contacting you with further information in the coming months.  If you would like your name removed from our Patient Reference Group list, please reply to this e-mail with "PATIENT SURVEY STOP" in the title.

 

Kind Regards,

 

 

Mat Chilcott

Practice Manager

 

The Orchard Practice

Tel: 020 8397 9494

 

www.orchardpracticechessington.co.uk