Claverley Medical Practice

1. Claverley Medical Practice Survey Results Claverley Medical Practice Survey 2011/12

2. Claverley survey How the survey was carried out Firstly, we made a first draft of a survey using previous models. Secondly, we asked the opinion of our Patient Reference Group to see if the survey was applicable and easy to complete. After taking into account any comments and input from the Group, we then made a final draft of the survey and carried this out during a 3 month period in 2011. A total of 160 patients took part in the survey We targeted patients who attended the doctor, practice nurse, during clinics, i.e. flu vaccination clinic, baby clinic, chronic disease clinic, including patients attending the surgery to collect prescriptions etc. Claverley Medical Practice Survey 2011/12

3. Claverley survey Age/Sex breakdown • Female 0-50 years = 33 • Female 51+ years = 54 • Male 0-50 years = 15 • Male 51+ years = 48 • No age range entered • Female = 3 • Male = 3 • No age-sex range = 4 Claverley Medical Practice Survey 2011/12

4. Claverley survey results Consultation Experience Claverley Medical Practice Survey 2011/12

5. Claverley survey result Reception and staff Claverley Medical Practice Survey 2011/12

6. Claverley survey result Dispensing Services Claverley Medical Practice Survey 2011/12

7. Claverley survey results Generally Claverley Medical Practice Survey 2011/12

8. Claverley survey results Access Claverley Medical Practice Survey 2011/12

9. Patient Comments on Access Age range 0 50 I was able to book with a GP of my choice but had to wait longer for an appointment – Female Found it easy to speak to a nurse when needed – Female Sometimes found it hard to get through on the telephone – Female Always been offered an appointment within 2 days – Male Early or late appointments would be good – Male Difficult for my wife to see the female Doctor – male Age range 51+ Easy to book if you will see any GP – Female I have never had a problem – Male If it was urgent I have been seen – Male I choose to wait longer than 2 days to see a Dr of my choice – Female Difficult to get through by telephone early in the morning – Female No appointment available within 2 days as they were fully booked – Female Have had to wait a long time to have a blood test - Female Claverley Medical Practice Survey 2011/12

10. Patients General Comments Age range 0-50 Very happy with reception staff and Doctors – Male Appreciate the late appointments – Female Age range 51+ I feel very fortunate to have access to both Pattingham & Claverley Surgeries – Female Totally satisfied – male Everyone extremely helpful & pleasant – Female Improve the ventilation in the waiting rooms – Female Overall very good indeed – male Would like to be able to get a sooner appointment when I am ill and need to be seen – Male Do not like the television in the waiting room – Female Never feel rushed or unimportant – Female Claverley Medical Practice Survey 2011/12

11. Patient Comments to Improve the Practice Age range 0-50 More car parking space and more than 1 months prescription at a time – Female Make it easier to book with a GP of your choice – Female Needs a better Website – Male Always have to wait over appointment time – Female Please try to keep to time – Female I like it just the way it is – Female Age range 51+ Open Pattingham Surgery more often – Female Would like to be able to phone my repeat prescription to the surgery – Male Practice very well run – Male Could not do better – Female Quicker blood and x-ray results – Male Is there any where in the building where we can speak privately to the receptionist – Female Claverley Medical Practice Survey 2011/12

12. PROBLEMS HIGHLIGHTED Difficult for my wife to see the female GP No appointment available within 2 days Have had to wait a long time to have a blood test Early or late appointments would be good Improve the ventilation in the waiting room Do not like the television in the waiting room More than 1 month repeat prescription Speak to the receptionist in private Need a better website Practice Action Plan – immediate solution Action: To increase our female doctor’s sessions to offer more choice. This has now been put into effect and Dr Negrine has more sessions at Claverley surgery. Action: We have made more appointments available bookable “on the day” for patients who are acutely ill. This will be monitored closely for effectiveness and patient feedback. Action: We decided to trial a “walk-in” phlebotomy clinic every Tuesday am at Pattingham to address the waiting time encountered by some patients. The clinic starts at 8.30 am until 11.45, no appointment necessary but we do expect the patient to bring their blood request form with them. Patients cannot be seen for a blood test that the doctor has not approved. This will be monitored and we are happy to have feedback on the “walk-in” clinic experience. We do already have extended surgery on a Friday with early and late appointments. Action - to advertise our extended opening hours more widely so that patients are aware. We have tried to address this in the past with a free-standing air conditioning unit and fans. As the practice carries out more varied clinics we have gotten busier and therefore more patients are in the waiting room. We are happy to open windows etc at patients request. Action plan: to source and price air conditioning. Action: The decision was taken to turn off the TV screen but put in a radio instead as the practice needs some background sound to offset the open nature of the reception. This is to ensure patients confidentiality is respected. No Action: The practice took the decision 2 years ago to issue only 1 month prescriptions. This has cut down wastage of medicines enormously, and fulfils the national prescribing guidelines of 28 day prescribing for best practice. Unfortunately our surgery is very stretched with regard to available space. Action: to have a plan of when rooms are available and it may be that patients may be asked to come back at a different time if they wish to consult more privately with a member of staff. Action: The practice have recently set up a new interactive website where prescriptions can be ordered online and travel questionnaires completed and sent online etc. PracticeFeedback/Action Plan- We have taken on board our patients’ feedback and have endeavoured to address some of the problems highlighted as below : Claverley Medical Practice Survey 2011/12

13. Medium/Long-term Action Plan • To look at solutions or recommendations for alleviating parking problem/lack of car parking space • To continue to review and monitor appointment system to ensure patients have enough choice and can be seen appropriately. • To look at costs for air conditioning again for the waiting room. Claverley Medical Practice Survey 2011/12

14. Please let us know your views • We would be extremely grateful for any feedback on these survey results. Your input will help improve our service to you. • Please do fill in a comment form (attached) or you can comment online through our new interactive website. • Thank you to all who participated in the survey. We do appreciate the time taken. Our patients are at the heart of the practice and we sincerely value your comments. Claverley Medical Practice Survey 2011/12