SJWMC Patient Survey 2008

1. SJWMC Patient Survey 2008

2. Overview • 5th year of the survey • 545 patients ≥16yrs surveyed in total • About 50 surveys per clinician (including nurses) • 17 questions, split into 6 areas: • Receptionists (1), Communication (1), Access (6), Enablement (1), Demographics (7), Continuity (1) • Available in 5 languages: • Bengali, English, Chinese, Somali, Turkish

3. Patient Demographics • Sex: 69% female 31% male • Age: ≤44 yrs 54% ≥45 yrs 46% • Long standing illness or disability? 45% Yes 55% No

4. Patient Demographics cont

5. Patient Demographics cont

6. Satisfaction with reception • 78% of patients rated their treatment by the reception team as either very good or excellent

7. Nurse scores overview

8. Nurses – frequency of visits

9. Nurses - Access • Nurse availability: • 82% of patients marked their satisfaction as either good, very good or excellent

10. Nurses – waiting times • 80% waited less than 10 minutes • 77% of patients marked their satisfaction with waiting times for seeing a nurse as good, very good or excellent

11. Nurses – phoning for advice • 65% of patients had never tried phoning a nurse for advice • 73% of those who had marked their satisfaction positively

12. Nurses – consultation & enablement

13. GP scores compared

14. GPs - frequency of visits

15. Access – opening hours • 79% of patients were satisfied with the current surgery hours • Additional hours suggested (with no of pt responses) were: weekends (176), evenings (135), mornings (33) & lunchtimes (12

16. Access - availability of particular GP • 1 in 3 same day • 1 in 10 by next working day • 1 in 5 within 2 working days • 40% marked satisfaction as either good, very good or excellent • Highest satisfaction response category was “fair”

17. Access – availability of any GP • 1 in 2 same day • 1 in 6 by next working day • 1 in 8 in two working days • 75% of patients marked their satisfaction as good, very good or excellent

18. Access - seeing a GP urgently • 93% said yes • 29% had never requested an urgent appointment

19. Access – waiting times in practice • 53% satisfied with waiting times (good or better) • Majority marked satisfaction as “fair” • 11% dissatisfied

20. Access - phoning the practice • 84% rated satisfaction with phoning the practice positively

21. Access - phoning doctor for advice • 46% had never tried phoning the doctor for advice • Of those who had, 75% rated their satisfaction positively

22. Continuity – seeing a usual doctor • 69% of patients saw their usual doctor most of the time • 29% almost never or never saw their usual GP • 74% of patients rated their satisfaction positively

23. GPs – consultation & enablement

24. Overview of Practice results

25. Patient Comments • 41% of patients surveyed made comments • In total 443 separate comments were made: • 54% positive things about healthcare • 34% suggestions for improvement

26. Suggestions for Improvements • I think we should all be asked to pay £5 for every visit we have with a doctor • This is impossible I know, but longer appointments would be good. • Better feedback on blood test results, more involvement from doctors. Probably - weekend surgery will be helpful for those unable to get off from work. • More flexible opening hours. • Preventive care, e.g cholesterol and other checks as routine, not needing to ask for them • Email link: for example to send repeat prescription • Opening hours to be more convenient for those in full time employment • The waiting time for emergency GP should be improved. • I don't really like my name being displayed but I can't think of any other way of alerting me other than a personal buzzer system. As in the Whittington hospital outpatients pharmacy. • The amount of time waiting to be seen • Internet appointment booking system would be helpful to many • An indication of waiting time would help • A regular family planning clinic and women’s health clinic would be useful.

27. More Suggestions for Improvement • A water drinking fountain would be great • Whenever you have to give a urine sample, you have to give it openly to the receptionists, This is A) Not very private and B) Unhygienic - the receptionists handle the pots then other things. • There is no soap in the ladies (never has been) • Keep listening to your patients and thinking of ways to improve - particularly on time it takes to see a doctor • A more positive attitude towards alternative therapies would be appreciated. • My GP must give me blood counting strip to monitor my blood count & blood pressure rather coming to book for the nurse. • There's a sign saying: no mobile phones. And yet mobile phones are frequently used in the waiting room. Either the sign should go, or people - when using mobile phones should be asked not to do so. • The fish tank is to small for the fish, they look sad • It would also be good to have ante natal/post natal groups like the practice in Crouch End (middle lane) where mums get to meet up regularly & support each other. • It would be nice to have more books/toys/games for children (there are some that can be fixed to the floor to prevent stealing!) • It is vital that appointment times are kept, as parking is next to impossible. • Self check-in is in wrong place people just walk by it. • Loos a bit grim, discreet place for breast feeding would be good, and water made available and better baby changing facilities

28. Positive comments “For the past 25 years my family and I have been attending this Health Centre and have always been treated with the utmost respect and efficiency. Brilliant staff too” “Excellent Health Centre-run efficiently - great doctors & reception. Credit to their profession” “I really like that you are able to call in the morning and book a same day appointment” “I think the ability to get an appointment is very good and the level of service by the receptionists is excellent” “I’m particularly inspired by the concern of the nursing care.” “Text messages to remind of appointments!” “The new caller waiting/queueing system is very good as is self check in” “1) Near my home 2) Receptionists-Doctors-Nurses EXCELLENT 3) This medical centre is clean - well managed properly lit - homely atmosphere” “Able to see the same doctor on a regular basis and build a "health related" relationship, not having to explain personal circumstances to a variety of different doctors builds my confidence on my own doctor.” “This is a really great practice & we ar lucky to be on the books. The receptionists are exceptional.” “If there was a better surgery I would be very surprised. All the guys here do a great job.”

29. “Should improve my diet - eating too much cakes and butter” “Most NHS practitioners - doctors nurses etc work under stress. This can only be improved by government policy and less management, more time for patients, and I don’t work in the NHS” “I think we should all be asked to pay £5 for every visit we have with a doctor” Corker comments

30. Action Plan Patient Information & Awareness

31. Action Plan Premises & Equipment

32. Action Plan New / Altered Services

33. Action Plan Systems & Organisation

34. Systems & Organisation continued…

35. THE END....