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Patient Survey Results 2014-15

27/03/2015

Dear Patient,

 

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

   

This year the response rate was lower than last year, with just 16 people accessing the survey.  However, contrary to previous years, all of the respondents completed the survey in full.

 

More than 50 people were invited to take the survey this year.  We once again tried to incentivise people by offering £10 vouchers for completing the survey.  The draw for these has been completed, and we will be contacting the recipients of the vouchers shortly.  Considering the response rate, we will be trying to target new members for the remainder of the year.

 

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

 

- LAST TIME 90% of patients described their experience on last visiting the surgery to be 'very good' (52%) or 'good' (38%). 

- THIS TIME 100% of patients described their experience on last visiting the surgery to be 'very good' (75%) or 'good' (25%).  We are obviously very pleased with this result.

  

- LAST TIME 7% of patients found it ‘difficult’ or ‘very difficult’ to get an appointment, but 76% found it ‘very easy’ or ‘easy’.

- THIS TIME 0% of patients found it ‘difficult’ or ‘very difficult’ to get an appointment, and 81% found it ‘very easy’ or ‘easy’.

 

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

- THIS TIME 0% of patients were ‘quite dissatisfied’ or ‘very dissatisfied’ with practice opening hours. 62.5% were ‘very satisfied’

 

- LAST 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.

- THIS TIME a minimum of 80% of you felt that consultations with doctors were 'good' or 'very good' in all categories. 

 

- LAST 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%! 

- THIS TIME, 100% of you felt that consultations with Nurses were 'good' or 'very good' in all categories! 

    

- The number of patients who said that they were 'not very happy' that other patients could overhear what they are saying at reception has one back up to from 33% THIS TIME from 23% LAST TIME.  We are hoping to address this by reminding patients that they can complete ‘privacy slips’ at reception to have a private conversation with one of our team.

 

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  

 

The priorities in this survey were exactly the same as the last time, the top four being

 

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 appointments and advance bookings

 

- The way that you access information about the practice has also changed.  The percentage of patients accessing the website has dropped from 71% to 50%, whilst the use of noticeboards has increased from 52% to 62% of patients

 

- This year, the proportion of male and female respondents was exactly 44% female, 56% male, compared to an exact 50-50 split last year.

 

- Sadly, there were no respondents to the survey this year under the age of 45.  It will be a priority for the Practice to attract patients from these ages groups onto the PRG, and hopefully onto the PPG also.

 

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 – 7% of patients found it ‘difficult’ to make an appointment.  Our target was an increase in patients satisfaction to less than 5% commenting ‘difficult’ or ‘very difficult’. During the course of the year the Practice changed the way the on-call system worked to ensure that more ‘emergency’ appointments were available for patients.  The Practice also conducted a ‘demand and capacity’ exercise to identify the pinch points for appointments.  As a result, the practice is planning a change to the rota to ensure that more appointments are available at times of high demand.

 

Our facilities and buildings - Patients identified that they would value the practice offering ECG services.  The Practice management investigated the feasibility of offering ECG Service.  Following some work done by the Assistant Practice Manager, an ECG machine was sourced and a new service was offered to patients from August 2014.

 

The service you receive from our doctors – Patient comments identified continuity of care as something that could be improved.  The Action plan suggested a review of upcoming changes relating to continuity of care and to share the implementation plan with PRG/PPG.  The changes referred to related to the unplanned admissions service and the introduction of a named GP for patients over 75 years of age.  Both issues were discussed at a PPG meeting and explained to the group. As a result of implementation of the changes mentioned above, the practice has been able to better achieve continuity of care to the groups of patients concerned. 

  

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.

 

You can see a copy of the report about our work with the PPG that we have to send to NHS England.

  

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