healthwatch sefton experience report norwood surgery, southport (july 2013)

Experience Report

Norwood Surgery.

Compiled by Healthwatch Sefton

Approved: July 2013

Healthwatch Sefton. Company Ltd. by Guarantee Reg. No: 8453782

Healthwatch Sefton Registered Office: Sefton Council for Voluntary Service (CVS) 3rd Floor, Suite 3B, North Wing, Burlington House, Crosby Road North, Waterloo, L22 0LG

Tel: (0151) 920 0726 ext 240 www.healthwatchsefton.co.uk [email protected]

HealthwatchSefton Ltd.

Company Ltd. by Guarantee Reg. No: 8453782 HealthwatchSefton Registered Office: Sefton Council for Voluntary Service (CVS)

3rd Floor, Suite 3B, North Wing, Burlington House,Crosby Road North, Waterloo, L22 0LG Tel: (0151) 920 0726 ext 240

www.healthwatchsefton.co.uk [email protected]

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Healthwatch Sefton Sefton CVS 3rd Floor, Suite 3B North Wing, Burlington House, Crosby Road North, Waterloo L22 0LG Tel:(0151) 920 0726 ext 240 Click here to enter text. [email protected] www.healthwatchsefton.co.uk

Dear Sam,

Re: Patient Experience report from Healthwatch Sefton – Norwood Surgery. Southport.

Please find enclosed the report produced by Healthwatch Sefton of the comments made by patients on your service. 47 patient experiences were collected from your Patient Experience box across 2 dates (26/03/13& 13/05/13). We also received 2 comments from a flu clinic at Leyland road Methodist Church, 2 comments from the Community Champion box in Southport Centre for Health & Wellbeing and 1 comment from a promotional stand held at STEPS in Waterloo. The comments were entered onto our database and have been broken down using the Care Quality Committee themes, so one experience shared with us may tell us about a number of issues. There were more positive comments (62) received than negative comments (20). You may also notice that some comments have a ‘patient rated service’ score. On the patient experience form patients are given the option to rate the service on a scale of 1 to 5 (Appendix 2)

Healthwatch Sefton has set up a Community Champion network which reflects the 8 locality areas as set up by the Clinical Commissioning Group across both Southport and Formby and South Sefton. Within each locality, Community Centres, local Libraries, Children Centre’s and other organisations have signed up as Community Champion organisations. Each centre hosts a Healthwatch Sefton Patient Experience Box and promotes the work of Healthwatch and encourages local people to share both their positive and negative experiences. We welcome the practice managers’ response to the trends which are shown within this report within 20 working days of the report being received. On receipt of the response, the report will be shared with the Clinical Commissioning Group via it’s Quality Committee and other agencies. We have attached in the Appendix a copy of the draft reporting structure and a copy of the Patient Experience form that was used. Kind Regards The Healthwatch Sefton Team.





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TREND Positive Negative TOTAL TOTALComments Comments %

Attitude of Staff 18 0 18 22Communication 0 1 1 1Diagnosis 2 0 2 2Service Accessibility 17 13 30 37Treatment 22 5 27 33

Other 0 0 0 0

Positive Comments 62Negative Comments 20

Total Comments 82

Top Overall TrendsSection 1

0

5

10

15

20

25

30

35

Negative Comments

Positive Comments

In terms of overall trends we received comments around five main areas as listed below. We received more positive comments than negative comments on all themes. The majority of negative comments were made around Service Accessibility, which was mainly about the ability to obtain an appointment.





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Many positive experiences were received about attitude of staff, service accessibility and general treatment.Negative experiences were shared about service accessibility, treatment and communication.

Top Positive Issues

Top Negative Issues

0

5

10

15

20

25

Positive Comments

0

2

4

6

8

10

12

14

Negative Comments





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Attitude of Staff We received 18 comments relating to the attitude of staff which are broken down below:

TREND Positive Negative TOTALComments Comments

Non-Clinical 4 0 4Clinical 10 0 10Unspecified 4 0 4

Positive Comments 18 1 100 %Negative Comments 0 0 0 %

Total Comments 18

TrendAttitude of Staff

22%

56%

22%

Non-Clinical

Clinical

Unspecified

100%

0%

Ratio of Positive to Negative Comments

Positive Comments

Negative Comments





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Code Issue Application Positive Negative TOTAL

05.1 Non-Clinical Attitude of non-clinical staff 4 0 4

05.2 Clinical Attitude of clinical staff 10 0 10

05.3 Unspecified Attitude of unspecified staff 4 0 4

4 positive experiences were received about the attitude of non - Clinical Staff:

Record No: 2668

Date: 01/05/2013

Source: Norwood Surgery Box,

Issue Identified: .Attitude of Staff, Non-Clinical, General Complaint/Compliment (Positive)

Patient rated service: 5/5 Content: Appointments usually available. Receptionists helpful and approachable. Doctors listen and don't mind if you need more help. Some doctors have more knowledge and experience than others.

Record No: 2931

Date: 04/04/2013

Source: Norwood Surgery Box, Issue Identified: .Attitude of Staff, Non-Clinical, General Complaint/Compliment (Positive)

Patient rated service: 4/5 Content: Appointments: It would be nice if a dedicated phone line was provided to take calls to book appointments rather than be directed to 0845 numbers if after 9am. However, at my GP surgery (Norwood) I enjoy excellent service from all. The GP, the admin staff and the Practice nurse.

Record No: 2607

Date: 15/03/2013


Content: Attitude of staff in reception very helpful and polite.

Record No: 2685

Date: 18/03/2013


Patient rated service: 5/5 Content: Norwood Avenue surgery is excellent and always manage to arrange an appointment to see someone - reception staff are very professional - Dr Zubaire is a very well versed and qualified doctor and I always ask for him.





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10 positive experiences were received about the attitude of Clinical Staff: Record No: 2594

Date: 20/03/2013

Source: Norwood Surgery Box

Issue Identified: .Attitude of Staff, Clinical, General Complaint/Compliment (Positive)

Patient rated service: 5/5 Content: Appointments have always been made when requested and the staff have always been friendly and helpful. Hygiene has always been excellent. The doctor has always been very helpful and patient, always willing to listen.

Record No: 2669

Date: 01/05/2013



Patient rated service: 5/5 Content: Appointments usually available. Receptionists helpful and approachable. Doctors listen and don't mind if you need more help. Some doctors have more knowledge and experience than others. Record No: 2615

Date: 30/04/2013



Patient rated service: 4/5 Content: Appointments: Relatively easy to attain. Consultation: doctors very informative and helpful Transport: 5 minutes by car, 15 minutes walk Record No: 2932

Date: 04/04/2013



Patient rated service: 4/5 Content: Appointments: It would be nice if a dedicated phone line was provided to take calls to book appointments rather than be directed to 0845 numbers if after 9am. However, at my GP surgery (Norwood) I enjoy excellent service from all. The GP, the admin staff and the Practice nurse.





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Record No: 2461

Date: 16/04/2013



Content: Experience good, can always get a same day appointment. All GP's friendly to see.

Record No: 2651

Date: 30/04/2013



Content: Friendly staff, informative helpful doctors, clean/tidy surgery.

Record No: 1734

Date: 13/12/2012

Source: Southport Centre for Health and Wellbeing Community Champion Box,


Content: I can speak highly for all the services I have used during the last year. Including my own doctors practice - Norwood Ave - Dr Unwin

Record No: 2686

Date: 18/03/2013



Patient rated service: 5/5 Content: Norwood Avenue surgery is excellent and always manage to arrange an appointment to see someone - reception staff are very professional - Dr Zubaire is a very well versed and qualified doctor and I always ask for him.

Record No: 2590

Date: 25/03/2013



Patient rated service: 4/5 Content: Over the past 2 weeks I have required last minute appointments for both my children. The surgery was very helpful in providing these. Doctors were helpful and considerate and especially good with eldest son.





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Record No: 2586

Date: 29/04/2013



Content: Very good appointment system on day I rang. Very good doctor, place also very clean etc. 4 positive experiences were received about the attitude of unspecified Staff: Record No: 2593

Date: 20/03/2013


Issue Identified: .Attitude of Staff, Unspecified, General Complaint/Compliment (Positive)

Patient rated service: 5/5 Content: Appointments have always been made when requested and the staff have always been friendly and helpful. Hygiene has always been excellent. The doctor has always been very helpful and patient, always willing to listen.

Record No: 2650

Date: 30/04/2013



Content: Friendly staff, informative helpful doctors, clean/tidy surgery.

Record No: 2660

Date: 30/04/2013



Content: Had a problem changing address - have now filled in 2 forms and told verbally on phone. Find the majority of staff very nice and always helpful. Doctors don't rush your appointments.

Record No: 2937

Date: 15/05/2013

Source: Norwood Surgery Box, Norwood Surgery


Patient rated service: 5/5 Content: Very helpful. All members of staff were polite and helped me with my query.





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Communication/Information

We received 1 comment relating to Communication/Information in an administration capacity:





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1 negative experience was received about administration: Communication/Information


08 Accessibility Accessibility of general communication (language or sensory)

0 0 0

09 Administration General administration, medical cards/records or telephone 0 1 1

10 Carer Information Communication with relatives or carers 0 0 0

11 User Information Condition information, general enquiry, signposting or support

0 0 0

Record No: 2663 Date: 30/04/2013 Source: Norwood Surgery Box, Norwood Surgery Issue Identified: Communication/Information, Administration, General Administration (Negative) Content: Had a problem changing address - have now filled in 2 forms and told verbally on phone. Find the majority of staff very nice and always helpful. Doctors don't rush your appointments.





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Service Accessibility :Obtaining an Appointment We received 30 comments relating to obtaining an appointment which are broken down below:


Our of Hours 0 0 0Process 12 9 21Telephone 3 6 9


Total Comments 30

Section 2Obtaining Appointment

0%

70%

30% Our of Hours

Process

Telephone

50%50%


Positive Comments

Negative Comments





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27 Admission/Referral Admission or referral to a service 0 0 0

28 Obtaining Appointment

Ability to obtain and appointment (process, telephone or out of hours)

15 15 30

29 Registration Ability to register at a community health service (GP, Dentist etc)

0 0 0

30 Wait at Appointment

Length of wait at the point of service 0 0 0

31 Waiting for Appointment

Waiting time for the service appointment 0 0 0

15 positive experiences were received about obtaining an appointment: Record No: 2608 Date: 30/04/2013 Source: Norwood Surgery Box Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Content: Appointments always available. Record No: 2596 Date: 20/03/2013 Source: Norwood Surgery Box, Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Patient rated service: 5/5 Content: Appointments have always been made when requested and the staff have always been friendly and helpful. Hygiene has always been excellent. The doctor has always been very helpful and patient, always willing to listen. Record No: 2671 Date: 01/05/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Patient rated service: 5/5 Content: Appointments usually available. Receptionists helpful and approachable. Doctors listen and don't mind if you need more help. Some doctors have more knowledge and experience than others.





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Record No: 2616 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Patient rated service: 4/5 Content: Appointments: Relatively easy to attain. Consultation: doctors very informative and helpful Transport: 5 minutes by car, 15 minutes walk Record No: 2462 Date: 16/04/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Content: Experience good, can always get a same day appointment. All GP's friendly to see. Record No: 2599 Date: 18/03/2013 Source: Norwood Surgery Box, Norwood Surgery Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Patient rated service: 4/5 Content: I am generally happy with my GP surgery. If I need to make an appointment I can call at 8am and generally get one for the same day. Record No: 2677 Date: 01/05/2013 Source: Norwood Surgery Box, Norwood Surgery Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Patient rated service: 5/5 Content: My surgery appointments have been satisfactory up to now. No complaints. Record No: 2687 Date: 18/03/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Patient rated service: 5/5 Content: Norwood Avenue surgery is excellent and always manage to arrange an appointmentto see someone - reception staff are very professional - Dr Zubaire is a very well versed and qualified doctor and I always ask for him.





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Record No: 2591 Date: 25/03/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Patient rated service: 4/5 Content: Over the past 2 weeks I have required last minute appointments for both my children. The surgery was very helpful in providing these. Doctors were helpful and considerate and especially good with eldest son. Record No: 2667 Date: 01/05/2013 Source: Norwood Surgery Box, Norwood Surgery Field (Work Area): Health (General Health) Provider (Service): Norwood Road Surgery (GP Surgery) Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Patient rated service: 4/5 Content: Usually great for appointments. Record No: 2588 Date: 29/04/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Content: Very good appointment system on day I rang. Very good doctor, place also very clean etc. Record No: 2613 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Positive) Patient rated service: 5/5 Content: Very happy with service as I rang and got an emergency appointment straight away. Record No: 2600 Date: 18/03/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Positive) Patient rated service: 4/5 Content: I am generally happy with my GP surgery. If I need to make an appointment I can call at 8am and generally get one for the same day.





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Record No: 2589 Date: 29/04/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Positive) Content: Very good appointment system on day I rang. Very good doctor, place also very clean etc. Record No: 2614 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Positive) Patient rated service: 5/5 Content: Very happy with service as I rang and got an emergency appointment straight away. 15negative experiences were received about obtaining an appointment: Record No: 2638 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified: Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Negative) Patient rated service: 5/5 Content: Service good. Getting appointment poor. I can never get through until after 8.15 then all the appointments are gone. The only way is to attend the doctors office at 8.00 then get an appointment and call back later. Record No: 2610 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Negative) Content: Although I have always been able to get an appointment the same day, you have to keep redialling for up to 20 minutes to get through. Is it possible to provide a call queue system which ensures everyone is heard in order, similar to Ormskirksurgery.





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Record No: 2934 Date: 04/04/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Negative) Patient rated service: 4/5 Content: Appointments: It would be nice if a dedicated phone line was provided to take calls to book appointments rather than be directed to 0845 numbers if after 9am. However, at my GP surgery (Norwood) I enjoy excellent service from all. The GP, the admin staff and the Practice nurse. Record No: 1489 Date: 18/10/2012 Source: Leyland Road Methodist Church Flu Clinic, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Negative) Content: I have epilepsy and it's not easy for me to have to get up and ring the surgery from 8.15am. I'm thinking of moving surgeries. Record No: 2676 Date: 22/03/2013 Source: Norwood Surgery Box, Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Process (Negative) Patient rated service: 4/5 Content: In general I find the service very good, efficient and smooth. I find the pre-book vs book on the day process frustrating. Record No: 2597 Date: 19/03/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Negative) Patient rated service: 3/5 Content: It's frustrating trying to get through in the morning to book an appointment. Record No: 2603 Date: 29/04/2013 Source: Norwood Surgery Box, Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Process (Negative) Patient rated service: 5/5 Content:My only complaint is that sometimes it is hard to get an appointment with a doctor that I prefer. Other than that everything is fine.





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Record No: 2656 Date: 15/03/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Process (Negative) Content: Not happy with appointments, having to ring at 8.00am. I work at 7.15am till 11.00am. So if I need an appointment they have all gone. Not many appointments later on. You have to ring again next day. You can't make an appointment for a later date. Record No: 2611 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Negative) Content: Although I have always been able to get an appointment the same day, you have to keep redialling for up to 20 minutes to get through. Is it possible to provide a call queue system which ensures everyone is heard in order, similar to Ormskirksurgery. Record No: 2935 Date: 04/04/2013 Source: Norwood Surgery Box, Issue Identified: .Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Negative) Patient rated service: 4/5 Content: Appointments: It would be nice if a dedicated phone line was provided to take calls to book appointments rather than be directed to 0845 numbers if after 9am. However, at my GP surgery (Norwood) I enjoy excellent service from all. The GP, the admin staff and the Practice nurse. Record No: 1490 Date: 18/10/2012 Source: Leyland Road Methodist Church Flu Clinic, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Negative) Content: I have epilepsy and it's not easy for me to have to get up and ring the surgery from 8.15am. I'm thinking of moving surgeries.





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Record No: 2598 Date: 19/03/2013 Source: Norwood Surgery Box, Norwood Surgery Field (Work Area): Health (General Health) Provider (Service): Norwood Road Surgery (GP Surgery) Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment, Telephone (Negative) Patient rated service: 3/5 Content: It's frustrating trying to get through in the morning to book an appointment. Record No: 2657 Date: 15/03/2013 Source: Norwood Surgery Box, Issue Identified:Service Accessibility/Waiting Time, Obtaining Appointment,Telephone (Negative) Content: Not happy with appointments, having to ring at 8.00am. I work at 7.15am till 11.00am. So if I need an appointment they have all gone. Not many appointments later on. You have to ring again next day. You can't make an appointment for a later date. Record No: 2936 Date: 08/05/2013 Source: Norwood Surgery Box, Issue Identified: Service Accessibility/Waiting Time, Obtaining Appointment, Process (Negative) Patient rated service: 3/5 Content: Need to improve the system of booking appointments in a morning as by the time you speak to somebody well after 8.00am all the appointments are gone. Record No: 2637 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified: Service Accessibility/Waiting Time, Obtaining Appointment, Process (Negative) Patient rated service: 5/5 Content: Service good. Getting appointment poor. I can never get through until after 8.15 then all the appointments are gone. The only way is to attend the doctors office at 8.00 then get an appointment and call back later.





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Treatment We received 27 comments relating to Treatment received at the surgery broken down below:


Received 1 0 1General Comment 21 3 24Not Received 0 0 0Preference 0 2 2


Total Comments 27

Section 2Treatment

4%

89%

0%7%

Received

General Comment

Not Received

Preference

81%

19%


Positive Comments

Negative Comments





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32 Received Treatment or care received 1 0 1

33 General Comment General comments 21 3 24

34 Not Received Treatment or care not received 0 0 0

35 Preference Preference of the manner of treatment or care 0 2 2

We received 1 positive comment about Treatment or care received: Record No: 2592 Date: 25/03/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, Commission, N/A (Positive) Patient rated service: 4/5 Content: Over the past 2 weeks I have required last minute appointments for both my children. The surgery was very helpful in providing these. Doctors were helpful and considerate and especially good with eldest son. We received 21 positive general comments about treatment received: Record No: 2940 Date: 15/05/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 5/5 Content: 5/5 Record No: 2612 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 3/5 Content: All excellent. Record No: 2606 Date: 18/03/2013 Source: Norwood Surgery Box, Norwood Surgery Field (Work Area): Health (General Health) Provider (Service): Norwood Road Surgery (GP Surgery) Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 4/5 Content: All good.





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Record No: 2617 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 4/5 Content: Appointments: Relatively easy to attain. Consultation: doctors very informative and helpful Transport: 5 minutes by car, 15 minutes walk Record No: 2933 Date: 04/04/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 4/5 Content: Appointments: It would be nice if a dedicated phone line was provided to take calls to book appointments rather than be directed to 0845 numbers if after 9am. However, at my GP surgery (Norwood) I enjoy excellent service from all. The GP, the admin staff and the Practice nurse. Record No: 2463 Date: 16/04/2013 Source: Norwood Surgery Box, Issue Identified: .Treatment, General Complaint/Compliment, N/A (Positive) Content: Experience good, can always get a same day appointment. All GP's friendly to see. Record No: 2653 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Content: Friendly staff, informative helpful doctors, clean/tidy surgery. Record No: 2939 Date: 15/05/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 5/5 Content: Great - Good explanation





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Record No: 2662 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Content: Had a problem changing address - have now filled in 2 forms and told verbally on phone. Find the majority of staff very nice and always helpful. Doctors don't rush your appointments. Record No: 2601 Date: 18/03/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 4/5 Content: I am generally happy with my GP surgery. If I need to make an appointment I can callat 8am and generally get one for the same day. Record No: 1735 Date: 13/12/2012 Source: Southport Centre for Health and Wellbeing Community Champion Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Content: I can speak highly for all the services I have used during the last year. Including my own doctors practice - Norwood Ave - Dr Unwin Record No: 2621 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 4/5 Content: I have always been seen when required and have no problems with any aspects of the surgery. The only problem I find is seeing a female doctor. Record No: 2675 Date: 22/03/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 4/5 Content: In general I find the service very good, efficient and smooth. I find the pre-book vs book on the day process frustrating.





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Record No: 2602 Date: 29/04/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 5/5 Content: My only complaint is that sometimes it is hard to get an appointment with a doctor that I prefer. Other than that everything is fine. Record No: 2688 Date: 18/03/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 5/5 Content: Norwood Avenue surgery is excellent and always manage to arrange an appointment to see someone - reception staff are very professional - Dr Zubaire is a very well versed and qualified doctor and I always ask for him. Record No: 1943 Date: 31/01/2013 Source: Patient experience stand STEPS waterloo, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Content: Patient experience stand at STEPS, Waterloo on 31st Jan 2013 Comments re: GP Surgery Norwood Road Norwood Road Southport is excellent. Record No: 2449 Date: 27/03/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 4/5 Content: Pleased with service provided. Record No: 2636 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 5/5 Content: Service good. Getting appointment poor. I can never get through until after 8.15 then all the appointments are gone. The only way is to attend the doctors office at 8.00 then get an appointment and call back later.





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Record No: 2938 Date: 15/05/2013 Source: Norwood Surgery Box, Norwood Surgery Field (Work Area): Health (General Health) Provider (Service): Norwood Road Surgery (GP Surgery) Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Patient rated service: 5/5 Content: Very helpful. All members of staff were polite and helped me with my query. Record No: 2664 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Content: Very pleased with the GP service at Norwood Ave. Record No: 2609 Date: 30/04/2013 Source: Norwood Surgery Box, Norwood Surgery Issue Identified:Treatment, General Complaint/Compliment, N/A (Positive) Content: Very well looked after at my doctors. We received 3 negative general comments about treatment received: Record No: 2941 Date: 15/05/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Negative) Patient rated service: 1/5 Content: 1/5 Record No: 2658 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Negative) Content: Never see the same doctor, different every time. Record No: 2674 Date: 01/05/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, General Complaint/Compliment, N/A (Negative) Content: Would like to have continuity of care i.e see the same doctor.Also never offered assigned GP.





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We received 2 negative comments about the preference of treatment received: Record No: 2623 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Treatment, Preference, N/A (Negative) Patient rated service: 4/5 Content: I have always been seen when required and have no problems with any aspects of the surgery. The only problem I find is seeing a female doctor. Record No: 2659 Date: 30/04/2013 Source: Norwood Surgery Box, Norwood Surgery Issue Identified:Treatment, Preference, N/A (Negative) Content: Never see the same doctor, different every time. Comfort


06 Environmental Comfort that applies to all users (layout/furniture or air conditioning)

0 0 0

07 Personal Comfort that applies to individuals (privacy, relocation, visiting, stimulation)

0 1 1

We received one negative comment about personal comfort at the surgery: Record No: 2929 Date: 15/05/2013 Source: Norwood Surgery Box, Issue Identified:Comfort, Personal, Stimulation (Negative) Patient rated service: 5/5 Content: I find the 'so called music' played in the waiting room irritating and unnecessary. If you really must a better choice would be appreciated. Turn down the volume.





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Diagnosis


14 Received Diagnosis/assessment received (misdiagnosis, result lost, result pending)

0 0 0

15 General Comment General comment on a diagnosis or assessment 2 0 2

16 Not Received A diagnosis or assessment not received 0 0 0

We received 2 positive general comments about diagnosis at the surgery: Record No: 2661 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Diagnosis, General Complaint/Compliment, N/A (Positive) Content: Had a problem changing address - have now filled in 2 forms and told verbally on phone. Find the majority of staff very nice and always helpful. Doctors don't rush your appointments. Record No: 2670 Date: 01/05/2013 Source: Norwood Surgery Box, Issue Identified:Diagnosis, General Complaint/Compliment, N/A (Positive) Patient rated service: 5/5 Content: Appointments usually available. Receptionists helpful and approachable. Doctors listen and don't mind if you need more help. Some doctors have more knowledge and experience than others. Sanitation


22 Environmental Sanitation that applies to all users (hygiene, infection or hazard)

3 0 3

23 Personal Sanitation that applies to the individual user (or staff member)

0 0 0

We received 3 positive comments about environment sanitation at the surgery: Record No: 2587 Date: 29/04/2013 Source: Norwood Surgery Box, Issue Identified:Sanitation, Environmental, Hygiene (Positive) Content: Very good appointment system on day I rang. Very good doctor, place also very clean etc.





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Record No: 2652 Date: 30/04/2013 Source: Norwood Surgery Box, Issue Identified:Sanitation, Environmental, Hygiene (Positive) Content: Friendly staff, informative helpful doctors, clean/tidy surgery. Record No: 2595 Date: 20/03/2013 Source: Norwood Surgery Box, Issue Identified:Sanitation, Environmental, Hygiene (Positive) Patient rated service: 5/5 Content: Appointments have always been made when requested and the staff have always been friendly and helpful. Hygiene has always been excellent. The doctor has always been very helpful and patient, always willing to listen. We received neither positive nor negative experiences on the following themes:

Cost Comments

Code Issue Application Positive Negative TOTAL 12 Treatment/Care Costs associated with treatment or care 0 0 0 13 Incidental Costs not associated with treatment or care

(transport/parking or other) 0 0 0

Accessibility

Discharge


17.1 Planning Planning arrangements for discharge 0 0 0

17.2 Timing Timing of discharge 0 0 0

17.3 Care Package Care package provided upon or following discharge 0 0 0

17.4 Preference Preference of discharge manner or care package 0 0 0


01 Distance Distance travelled to the point of service 0 0 0

02 Equipment Access to equipment 0 0 0

03 Mobility General mobility (access to wheelchairs and equipment) 0 0 0

04 Transport/Parking Access to transport or parking 0 0 0

Medication


18 Received Medication received 0 0 0

19 Not Received Medication not received 0 0 0





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Nutrition Comments


20 Received Nutrition received 0 0 0

21 Not Received Nutrition not received 0 0 0

Security Comments


24 Control/Conduct Conduct that has an impact on security 0 0 0

25 Data Protection Data protection and confidentiality 0 0 0

26 Personal Property Damage, loss or retrieval of personal property 0 0 0

Summary From this report it is clear that patients are extremely happy with the attitude of the staff that they have contact with at the surgery and the treatment that they receive. The majority of negative comments seem to be about the appointment system, in particular about the process of ringing up at a certain time and there being no appointments available. We are happy to work with the surgery on these issues if they feel that it is something that we can address together. We look forward to hearing your comments on the experiences shared. You can share your comments back to us at the address below or via our email address [email protected] HealthwatchSefton Suite 3b. North Wing 3rd Floor Burlington House Crosby Road North Waterloo Liverpool L22 0LG The HealthwatchSefton Team





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Response from the Practice

The response that we received from Norwood Surgery can be found on page 33 in the appendices of this report. We have responded to the surgery to thank them for their response and to say that we will review their progress with the issues raised in 3 months time.

Acknowledgments

We would like to thank Norwood Surgery for their support of the work of Healthwatch Sefton, in particular we would like to thank Rachel Pinedo and Sam Muir.





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Appendix 1: HealthwatchSefton Reporting Structure





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Appendix 2: Healthwatch Experience Form





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Appendix 3: Service Provider Response Dear Healthwatch Sefton Team, Many thanks for your analysis and detailed report of our patient experience forms. We read with great interest the comments provided within the report. As other GP practices, we strive to deliver excellent, accessible healthcare to patients. We were particular pleased to read patient’s comments about the positive attitudes of our staff and that the vast majority of patients are happy with the care that they receive. We noted the comments about patients struggling to get an appointment and the fact that they do not like the telephone system where they have to ring at 8am in the morning to obtain an appointment. We considered this at a practice meeting and the following points were discussed with a view to improving this:

We are in the process of trialling a new telephone system. The new system will have a call queue system and patients will be instructed as to what number they are in the queue. We hope this information will mean patients are more informed and less frustrated when waiting to speak to a receptionist to get an appointment.

We are also moving towards using online booking of appointments. This will enable patients to book their appointments online and may reduce the need to telephone the surgery.

We are in discussion with staff members to move the time they start work 15 minutes earlier. This will enable the practice to have 4 receptionists answering all 4 telephones lines at 8am when the lines open.

We currently have 1.5 full time equivalent GP registrars. From August 2013, the practice will have 3 full time equivalent GP registrars. This will inevitably mean that we have extra appointments to meet the growing demand.

In conclusion, we were generally pleased with the results of the patient experience forms and we plan to address the areas for development with regards to the appointment system. Drs Unwin, Tobin, Scholtz, Al-Dahiri and Zubairu

healthwatch sefton experience report norwood surgery, southport (july 2013)

Documents

sefton council

healthwatch sefton team

south sefton

patient experience report

crosby road north

work of healthwatch

b north wing

waterloo l22