Potterells Medical Centre Patient Participation Group

1. Potterells Medical CentrePatient Participation Group Welcome and thank you for being involved!

2. The PPG • Formed over the past 12 months • 45 members so far • Recruited through Notices in the surgery, the practice newsletter and during the survey • We would like more participants so please encourage your friends to be involved!

3. Practice demographics Registered Patients Potterells Registered Patients University • 8058 7418 • Female Male • 0 – 5 years 179 196 • 6 – 16 years 518 516 • 17 – 30 years 4001 4416 • 31 – 64 years 1953 2182 • > 65 years 798 718

4. Practice Opening Times • Our opening hours are as follows:- • Monday 8.00 am – 9.00 pm • Tuesday 8.00 am - 6.30 pm • Wednesday 8.00 am - 6.30 pm • Thursday 8.00 am - 6.30 pm • Friday 8.00 am - 6.30 pm • Alternate Saturday for routine booked appointments 8.30 am – 11.00 am

5. Out of Hours • Various numbers used depending on time of closure i.e. afternoon training or OOH are as follows:- • Spring House - 01707 294354 • Herts Urgent Care - 03000 333333 • NHS Direct - 0845 4647

6. Patient Survey • We sought the views of our Patient Participation Group (PPG) via email before we undertook the patient survey. • Kindly one member of the group undertook re-designing the form. • Two hundred and fifty surveys were handed out to various patients over a period of 2 months

7. Age of patients completing survey • The survey was completed by :- • 0 – 5 years 5(completed by parent/guardian) • 6 – 16 years 6 • 17 – 30 years 30 • 31 – 64 years 140 • > 65 years 62 • Total 243 completed

8. How were you treated by receptionists? 90% excellent, good or very good Practice Hours? 90% excellent, good or very good Can you be seen urgently on the same day? 95% said yes How quick to see a PARTICULAR doctor? 5 + days (55%) How quick to see ANY doctor? 78% excellent, good or very good How long do you wait for Consultation to begin? On average 11-20 mins (55% satisfied) Results

9. CONSULTATION AREAS • How thoroughly doctor asks about symptoms? 80% very good/excellent • How well the doctor listened to what you say? 80% very good/excellent • How well doctor put you at ease? 80% very good/excellent • How well the doctor involved you in decisions? 85% very good/excellent • How well doctor explained the problem? 80% very good/excellent • Amount of time doctor spent with you? 80% very good/excellent • The doctors’ patience with your questions? 90% very good/excellent • The doctor’s caring and concern? 85% very good/excellent

10. HOW YOU FEEL AFTER SEEING DOCTOR? • Ability to deal with your illness • Much more 58% • A little more 28% • The same or less 15%

11. IS THERE ANYTHING PARTICULARALY GOOD ABOUT YOUR HEALTH CARE? – PATIENTS COMMENTS • Relaxed never feel rushed • It is extremely efficient. I feel extremely lucky to be a patient in this practice • Is there any way to avoid always having to use the emergency booking facility for same day service? • Available for our needs. • Good doctors • Compared with other people I am so lucky health wise • Can always see a doctor at short notice • All the doctors are helpful and sympathetic

12. IS THERE ANYTING THAT COULD BE IMPROVED? • Times surgery open e.g. weekends • Time you wait for consultation. I realise this may be because of patients running over their consultation time. • The radio in the reception is very loud and irritating • The music in the waiting room • Illness doesn’t respect weekends

13. Suggestions for improvements (2) • More telephone appointments. • Appointments outside working hours • Reception to speed up • Receptionists to speed up • Answer phones more quickly • Nice to see the same doctor twice!

14. ANY OTHER COMMENTS • Not to overload surgery • Numbering system in the waiting room • Issues around non local health services in the future • All staff are kind, fair and supportive – service is excellent