audley mills surgery public meeting february 2008 public meeting - february 2008 audley mills...
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Audley Mills SurgeryAudley Mills SurgeryPublic MeetingPublic MeetingFebruary 2008February 2008
Public meeting - February 2008Audley Mills Surgery
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Welcome!Welcome!Introductions – who’s whoIntroductions – who’s who
Objectives Objectives
- Discuss results of January 2008 GPAQ Discuss results of January 2008 GPAQ ReportReport- Big Picture – what are the recurring Big Picture – what are the recurring themes / problemsthemes / problems- Outcome-focused, 2 or 3 concrete areas Outcome-focused, 2 or 3 concrete areas where we can effect change for the better where we can effect change for the better (action plan)(action plan)- Not to discuss individual casesNot to discuss individual cases- Not a fundraising groupNot a fundraising group
Audley Mills Surgery Public meeting - February 2008
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GPAQ surveyGPAQ survey
PatientDynamics GPAQ ReportPatientDynamics GPAQ Report
29 January 200829 January 2008
Main results - 487 respondentsMain results - 487 respondents
Overall Satisfaction is goodOverall Satisfaction is good
Little overall changeLittle overall change
Audley Mills Surgery Public meeting - February 2008
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ImprovementsImprovements
Audley Mills Surgery Public meeting - February 2008
• Phoning through to practice (up 5 points)Phoning through to practice (up 5 points)
• Satisfaction with receptionists (up 2 Satisfaction with receptionists (up 2 points)points)
• Overall satisfaction with practice (up 2 Overall satisfaction with practice (up 2 points)points)
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Not as goodNot as good
Audley Mills Surgery Public meeting - February 2008
• Satisfaction with opening hours (-3 points)Satisfaction with opening hours (-3 points)
• Satisfaction with waiting times at practice (-3 Satisfaction with waiting times at practice (-3 points)points)
• Doctor quality points (listening, putting at ease, Doctor quality points (listening, putting at ease, time spent, patience, caring – all down -2 points)time spent, patience, caring – all down -2 points)
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Sample comments +veSample comments +ve
Audley Mills Surgery Public meeting - February 2008
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– The standards are very highThe standards are very high
– Doctors always concerned and understandingDoctors always concerned and understanding
– Comprehensive range of services availableComprehensive range of services available
– Service shows continual improvementService shows continual improvement
– You can be seen on the same day you ring (6 comments You can be seen on the same day you ring (6 comments praising appointment system!)praising appointment system!)
– The diabetic clinic an care is excellentThe diabetic clinic an care is excellent
– My doctor is superb (16 comments praising individual My doctor is superb (16 comments praising individual doctor)doctor)
– You have the best doctors in the service (14 comments You have the best doctors in the service (14 comments praising ‘all’ doctors)praising ‘all’ doctors)
Sample comments -veSample comments -ve
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• Some doctors are better than others (10 comments)Some doctors are better than others (10 comments)
• Just the booking of appointments (22 comments)Just the booking of appointments (22 comments)
• Would like longer hours (17 comments)Would like longer hours (17 comments)
• Receptionists manner (12 comments)Receptionists manner (12 comments)
• Waiting timesWaiting times
• Would be good if blood tests could be done on the spotWould be good if blood tests could be done on the spot
• Telephone accessTelephone access
• The practice should not charge for forms to be signedThe practice should not charge for forms to be signed
ConclusionsConclusions
Audley Mills Surgery Public meeting - February 2008
– Draw your own?Draw your own?– If you like us you love us.If you like us you love us.– If you’ve had a bad If you’ve had a bad
experience you remember experience you remember it.it.
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Practical OutcomesPractical Outcomes
Audley Mills Surgery Public meeting - February 2008
Waiting times – use call board to notifyWaiting times – use call board to notifyExtended services – Churchill house?Extended services – Churchill house?Extended hours – publicise the existing Extended hours – publicise the existing
onesoneseCommunication – from us to youeCommunication – from us to you
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What does Alan want?What does Alan want?
Audley Mills Surgery Public meeting - February 2008
Choice, choice, choiceChoice, choice, choiceHow?How?Opportunity or threat?Opportunity or threat?
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Thank-You!Thank-You!
Audley Mills Surgery Public meeting - February 2008