GPAQ Survey Results & Summary Analysis for:

1. GPAQ Survey Results & Summary Analysis for: Marple Cottage Surgery Individual Questions Analysis and Year On Year Comparison (2007/2008 – 2008/2009)

2. Introduction • The following slides show results of our Patient Questionnaire Survey 2008-9, using the GPAQ postal questionnaire. • There is a summary page highlighting mean satisfaction results • This is followed with individual question broken down into individual achievement categories for a more in-depth analysis of achievement, and presented in simple bar chart format; these results are shown as patient response numbers • There is an Analysis Summary of 2008/7 results, and 2008/9 results, with a year-on-year comparison

3. Satisfaction Rates (%)

4. Q1: Number Of Visits To The Doctor In Last 12 Months

5. Q2: Satisfaction with Receptionists

6. Q3a: Satisfaction with opening hours

7. Q4b: Satisfaction with availability of particular doctor

8. Q5b: Satisfaction with availability of any doctor

9. Q7b: Satisfaction with waiting times at practice

10. Q8a: Satisfaction with phoning through to practice

11. Q8b: Satisfaction with phoning through to doctor for advice

12. Q9b: Satisfaction with continuity of care

13. Q10a: Satisfaction with doctor’s questioning

14. Q10b: Satisfaction with how well doctor listens

15. Q10c: Satisfaction with how well doctor puts patient at ease

16. Q10d: Satisfaction with how much doctor involves patient

17. Q10e: Satisfaction with doctor’s explanations

18. Q10f: Satisfaction with time doctor spends

19. Q10g: Satisfaction with doctor’s patience

20. Q10h: Satisfaction with doctor’s caring and concern

21. Q4a: Availability of particular doctor

22. Q5a: Availability of any doctor

23. Q6: Same day urgent availability of Doctor

24. Q7a: Waiting time at practice

25. Q9a: Continuity for seeing the same Doctor

26. 3b: What additional hours would you like the practice to be open?

27. Demographics: Q13: Sex

28. Demographics: Q14: Age

29. Demographics: Q14: Long standing illness, disability or infirmity

30. Demographics: Q16: Ethnic Group

31. Demographics: Q17: Accommodation status

32. Demographics: Q18: Employment status

33. 2007/8 Analysis Summary

34. 2007 - 2008 Results • 82% satisfaction with receptionists • 69% satisfaction with opening hours • 67% satisfaction with availability of particular Dr • 80% satisfaction with availability of any Dr • 64% satisfaction with waiting times at the practice • 74% satisfaction with phoning through to the practice • 51% satisfaction with Dr advice over the telephone • 70% satisfaction with continuity of care • 83% - 86% satisfaction with all Dr related questions % based on mean satisfaction as per GPAQ

35. 2008 – 2009 Results • 83% satisfaction with receptionists • 73% satisfaction with opening hours • 73% satisfaction with availability of particular Dr • 80% satisfaction with availability of any Dr • 63% satisfaction with waiting times at the practice • 73% satisfaction with phoning through to the practice • 50% satisfaction with Dr advice over the telephone • 70% satisfaction with continuity of care • 83 - 85% satisfaction with all Dr related questions % based on mean satisfaction as per GPAQ

36. 2007-8 and 2008-9 Comparison • 1% overall increase in satisfaction with receptionists; but significant increase (7%) in ‘Excellent’ responses regarding satisfaction with receptionists • 4% overall increase in satisfaction in opening hours; but significant 9% increase in ‘Excellent, Very Good & Good’ responses regarding satisfaction in opening hours 11% increase in ‘Excellent, Very Good, Good’ responses regarding satisfaction of availability with a particular GP • 14% increase in patients being able to get a same day urgent appointment with a GP; 9% increase in ability to get a same day appointment with a particular Dr • All GP-consultation related questions remained same yr-on-yr % range of response

37. Patient Comments

38. Patient Comments

39. Patient Comments

40. Patient Comments