Patient Survey 2013

Introduction

The practice is keen to ensure that our patients are involved in decisions around the services provided by Central Surgery. As such the practice signed up to the Patient Participation DES and in 2011 set out to establish a Patient Reference Group; with invitations to join being sent to 1000 randomly selected patients aged 14 years and over, alongside the 2011 patient survey.

The group was established with an original membership of 47 patients early in 2012. Unfortunately since then a few patients have disengaged from this and the membership is now approximately 40 patients, with many less responding to our most recent correspondence. The practice recognises the importance of patient engagement and as such will seek to find more members within the coming months.

The practice already has an established Patient Forum, the membership of which is Deborah West, Robert Lyden, Rosalind Halstead, Jenny Russell, Lisa Atkin, Ursula Vickerton and Tom Hornsby.

Review from the 2012 Survey

Following the 2012 patient survey, the practice has made many changes. The most successful being that the number of staff answering phone calls from 8am has been increased in order to help reduce the pressure of the morning rush and to ensure calls are answered more quickly. A Rapid Access clinic has been introduced to allow patients who feel they need to be seen on the day, to access appointments more easily.

In addition the practice now allows online booking of a limited amount of appointments from 7am on the day, to help those who are unable to contact the surgery at 8am. The appointments that are available online are a range of times from early morning until late afternoon, to allow those who work easier access.

Additional services now provided at the practice within the last year include Ultrasound, Sexual Health and Audiology, thus reducing the need to travel to access these services.

Confidentiality at front desk has been improved by the doctors giving patients a brief note with any actions that may need to be taken i.e. a blood test. This means the patient no longer needs to verbally inform the receptionist of their need, whilst still ensuring that the appropriate follow-up action is taken.

Finally a system has been implemented whereby if a doctor feels the need to see a patient again within four weeks, the doctor will forward book the patient themselves. This then means there is greater continuity of care and allows those who need a follow up to be relieved of on the day booking, allowing easier access to those with acute problems that need to be seen on the day.

Developing our 2013 survey

The questions in the 2013 patient survey were mainly based on the changes that have been made as a consequence of the results of the previous years’ surveys. The aim being to allow us to monitor the outcome of any changes made. The PRG (Patient Reference Group) response from 2012 also played a part in creating the questions, as the suggestions for improvements allowed areas of priority to be identified.

Who was invited to take part in the survey?

Using the clinical computer system we randomly selected 1000 patients aged 14 years and over who had not taken part in last year’s survey. Each of these 1000 patients were written to personally with a copy of the questionnaire and a form asking for any additional comments they may wish to make. A separate form was also included to gather demographic data from the patient to ensure a representative sample. Whilst the practice staff are aware of which patients were sent a survey, the returned questionnaires were anonymous.

A total of 377 questionnaires were returned by the deadline, however, not all questions were answered by all respondents.

Developing our action plan

Once the survey results were analysed, a copy was sent out to the Patient Reference Group members asking for any further comments or recommendations for the next 12 months. The following were received in response; please note these comments have not been modified from their existing form.

  • Personally I have not had cause to contact the surgery however, my husband received excellent treatment for a minor injury.
  • I have found the new system of booking appointments online from 7am in a morning extremely useful.
  • From a personal viewpoint, I believe there has been improvement in faster telephone answering by reception staff when calling in early in the morning to make an appointment. Also in actually getting an appointment on the same day with a doctor of choice most times.
  • I personally have had cause to use the ‘Rapid Access’ clinic and even though I think whoever thought of the idea, is at least entitled to a pat on the back, but I there again found the experience somewhat chaotic, with patients unable to distinguish which of the surgery to wait, and likewise doctors walking to, and fro looking for patients, (being a person with hearing difficulties did not help the situation) but there again I do think it’s a step in the right direction, as most things initially have teething problems it can only improve.
  • Perhaps to gain a better result, i.e. people can actually remember their last visit experience clearly and to ensure sample have had a better chance to experience recent changes you have made to the service, you should consider your survey sample more carefully. If you choose randomly from those patients who have had an appointment within the previous six months this would help.
  • You still appear to have a problem with 37% of respondents not happy at future apps being unavailable.
  • The only comment I would make is really a suggestion-for the coming year perhaps a survey done within the practice by Forum members as was done initially. The personal touch over a given period during all surgery hours instead of postal questionnaires? It would be cost effective but we may not cover as many patients unless we did it over a longer time. I believe we covered one week when it was undertaken the first year so perhaps we would have to do a two week stint to gain a higher proportion of views. The "you said, we did " section of your report speaks for itself so I comment no further on that except to say that responses were very specific and made the reader feel patient input was very valued.

As the comments received from the Patient Reference Group were mainly positive with a lack of recommendations; it was decided to use the running themes throughout the additional comments from the survey, to create a plan of action.

Next steps

The action plan for the next 12 months is as follows:-

  • To create a service which patients can sign up for to receive updates via e-mail, by April 2014.
  • To separate the waiting room into two sections in order to make the Rapid Access clinic more organised so doctors are able to find patients with more ease, particularly those with hearing difficulties, by March 2014.
  • Sign up for PGP (Productive General Practice) which is designed to help general practice continue to deliver high quality care whilst meeting increasing levels of demand and diverse expectations, by February 2014.
  • Continue to review the appointment system.
  • Actively seek out new members for the Patient Reference Group, by September 2014.

Surgery Opening times

Our opening times are as follows:

Central Surgery- Barton upon Humber, Monday to Friday 8.00am - 6.30pm
Village Surgery – Goxhill, Monday to Thursday 8.00am - 1.00pm & 2.00pm - 6.00pm
Village Surgery – Goxhill, Friday 8.00am - 1.00pm & 2.00pm - 4.00pm
Ulceby Surgery- Ulceby, Tuesday 2.00pm - 4.00pm

Appointments can be made online or by either phoning or attending the surgery.
The surgery does not participate in extended hours.

Patient Profile

Gender

Gender Whole practice population Questionnaires sent out Questionnaires returned PRG Membership
Male 49.3% 50.0% 45.5% 43.9%
Female 50.7% 50.0% 54.5% 56.1%

Ethnicity

Ethnicity Whole practice population Questionnaires sent out Questionnaire returned PRG membership
White British 92.0% 90.6% 98.8% 90.3%
White Irish 0.2% 0.3% 0.6% nil
Asian 0.1% nil nil nil
Black 0.2% 0.2% nil nil
Mixed White/Black 0.1% 3.1% nil 4.9%
Mixed White/Asian 0.1% 0.1% nil nil
Chinese 0.2% 0.3% nil nil
All other 3.0% 0.4% 0.6% 2.4%
Ethnicity not disclosed 4.1% 5.0% nil 2.4%

Age

Age range Whole practice population Questionnaire sent out Questionnaires returned PRG membership
14-16 4.0% 4.5% 2.7% nil
17-24 10.2% 9.7% 3.5% 2.4%
25-34 12.1% 12.9% 7.4% 2.4%
35-44 14.4% 12.9% 11.8% 4.9%
45-54 18.4% 18.6% 14.5% 29.3%
55-64 16.1% 16.9% 20.4% 17.1%
65-74 14.6% 14.9% 25.5% 29.3%
75-84 7.8% 7.4% 11.8% 14.6%
85+ 2.4% 2.2% 2.4% nil

To view and/or download the results of the 2013 Practice Survey, please follow the links below:

Survey Results 2013 PDF
Survey Comments 2013 PDF
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Main Surgery - Central Surgery, King Street, Barton upon Humber, North Lincolnshire , DN18 5ER
  • Telephone 01652 636600
The Surgery - St Nicholas School, Ulceby, DN39 6TB
  • Telephone 01652 636600
The Village Surgery - Howe Lane, , Goxhill, DN19 7JD
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