Patient Survey Results 2012

1. Patient Survey Results2012 • GPAQ (General Practice Assessment Questionnaire) V3 was used • Completed by patients attending the practice or completed online • 116 responses from Pavilion • 206 responses from Hetherington • Analysed inhouse

2. Aim for today’s meeting13th March 2012 • To interpret the results • To discuss areas for improvement for both practices • To agree action plans for each practice which will be posted to our websites and displayed in the practices

3. Percentages

4. Q1: How helpful do you find the receptionists at your GP practice?

5. Q2: How easy is it to get through to someone at your GP practice on the phone?

6. Q3: How easy is it to speak to a doctor or nurse on the phone at your GP practice?

7. Q4: If you need to see a GP urgently, can you normally get seen on the same day?

9. Q5: How important is it to you to be able to book appointments ahead of time in your practice?

10. Q6: How easy is it to book ahead in your practice?

11. Q9: How quickly do you usually get seen [when you want to see a particular doctor]? Q10: How do you rate this?

12. Q11: How quickly do you usually get seen [when you are willing to see any doctor]? Q12: How do you rate this?

13. Q13: How long did you wait for your [most recent] consultation to start? Q14: How do you rate this?

14. Opening Times Q15:Is the practice currently open at times that are convenient to you? Q16: Which of the following additional opening hours would make it easier for you to see or speak to someone?

15. Seeing doctor of choice Q17: Is there a particular GP you usually prefer to see or speak to? Q18: How often do you see or speak to the GP you prefer?

16. Q24: Did you have confidence and trust in the GP you saw or spoke to?

17. Q34: Overall experience of your GP surgery

18. HetheringtonQ35: Would you recommend your GP surgery to someone who has just moved to your local area?

19. Pavilion: Q35: Would you recommend your GP surgery to someone who has just moved to your local area? No, probably not Yes, probably Yes, definitely

20. Pavilion Comments • “All staff very helpful and polite, lovely with patients. The surgery was recommended by a friend and I was not disappointed. Glad I transferred.” • “The best . . . keep it up. Thank you.” • “I am very happy with the Surgery on an overall level. I have been with Pavilion from a child, I have great rapport with the receptionists, even though they can be very busy at times. I find them all very pleased and helpful. A very good practice in general.” • “Mostly reception staff are courteous and helpful.” • “Overall, very saisfied.” • “Very good HCA doing new patient check - very approachable and explained everything very well.” • “The team at the GP Practice is very caring + helpful”

21. Pavilion Comments (cont) • “If it will be possible, the waiting times should be less than 30 mins.” • “[Today’s] wait time was too long - this is my number one priority.” • “[Patients] should be contacted/reminded through both letters and text messages, emails.” • “It's all just a bit slow, which I appreciate is probably an economic problem but still. That’s how I feel!” • “I have several long standing & rare conditions and I'd prefer to see the same doctor regularly rather than a different doctor each time. There is room for improvement on admin related areas e.g. there should have been surgery opening times for xmas period posted on website and on phone voicemail.” • “You need a time on every Surgery day when you can come in and wait to see a Doctor. Being told you can't see someone when you're unwell is rather annoying.”

22. Hetherington Comments