patient survey results 2012 gpaq (general practice assessment questionnaire) v3 was used completed...
TRANSCRIPT
Patient Survey Results2012
• GPAQ (General Practice Assessment Questionnaire) V3 was used
• Completed by patients attending the practice or completed online
• 116 responses from Pavilion
• 206 responses from Hetherington
• Analysed inhouse
Aim for today’s meeting13th March 2012
• To interpret the results
• To discuss areas for improvement for both practices
• To agree action plans for each practice which will be posted to our websites and displayed in the practices
Percentages
GPAQ V3 2012 HGP PMC
Q1Satisfaction with receptionists(Very and fairly helpful) 97% 97%
Q2Satisfaction with phoning through to practice(Very and fairly easy) 81% 87%
Q3Satisfaction with phoning through to doctor or nurse for advice 80% 80%
Q4 Satisfaction with availability of any doctor 70% 78%
Q9Satisfaction with availability of particular doctor(includes up to Good) 65% 77%
Q15 Satisfaction with opening hours 78% 92%
Q34 Overall satisfaction 86% 79%
Q35 Would recommend surgery to others 96% 89%
Q1: How helpful do you find the receptionists at your GP practice?
0
20
40
60
80
100
120
140
160
Very helpful Fairly helpful Not veryhelpful
Not at allhelpful
Don't know
Pavilion Hetherington
0
20
40
60
80
100
120
140
160
Pavilion Hetherington
Very helpful Fairly helpful Not very helpful Not at all helpful Don't know
Q2: How easy is it to get through to someone at your GP practice on the phone?
0
20
40
60
80
100
120
Very easy Fairly easy Not veryeasy
Not at alleasy
Don't know Haven'ttried
Pavilion Hetherington
Q3: How easy is it to speak to a doctor or nurse on the phone at your GP practice?
0
10
20
30
40
50
60
70
80
Very easy Fairly easy Not veryeasy
Not at alleasy
Don't know Haven'ttried
Pavilion Hetherington
0
20
40
60
80
100
120
Yes No Don't know / neverneeded to
Hetherington
Pavilion
Q4: If you need to see a GP urgently, can you normally get seen on the same day?
Q7: How do you normally book your appointments at your practice?
Q8: Which of the following methods would you prefer to use to book appointments at your practice?
0
20
40
60
80
100
120
140
160
180
200
Hetheringtonusual method
HetheringtonPrefered method
Paviliion usualmethod
Pavilion Preferedmethod
In person By phone Online Doesn't apply
Q5: How important is it to you to be able to book appointments ahead of time in your practice?
0
20
40
60
80
100
120
140
160
180
200
Hetherington Pavilion
Important
Not important
0
10
20
30
40
50
60
70
80
90
100
Very easy Fairly easy Not veryeasy
Not at alleasy
Don't know Haven'ttried
Hetherington Pavilion
Q6: How easy is it to book ahead in your practice?
Q9: How quickly do you usually get seen [when
you want to see a particular doctor]?
0
10
20
30
40
50
60
Same day ornext day
2-4 days 5 days or more I don't usuallyneed to be
seen quickly
Don't knownever tried
Hetherington Pavilion
0
5
10
15
20
25
30
35
40
45
50
Excellent Very good Good Fair Poor Very poor Does notapply
Hetherington Pavilion
Q10: How do you rate this?
0
10
20
30
40
50
60
Same day ornext day
2-4 days 5 days or more I don't usuallyneed to be
seen quickly
Don't knownever tried
Hetherington Pavilion
0
5
10
15
20
25
30
35
40
45
50
Excellent Very good Good Fair Poor Very poor Does notapply
Hetherington Pavilion
Q11: How quickly do you usually get seen
[when you are willing to see any doctor]?
0
10
20
30
40
50
60
70
80
90
100
Same day ornext day
2-4 days 5 days or more I don't usuallyneed to be
seen quickly
Don't knownever tried
Hetherington Pavilion
0
10
20
30
40
50
60
Excellent Very good Good Fair Poor Very poor Does notapply
Hetherington Pavilion
Q12: How do you rate this?
Q13: How long did you wait for your [most
recent] consultation to start?
0
10
20
30
40
50
60
70
80
Less than 5min
5-10 min 11-20 min 21-30 min More than 30min
There was noset time for
myconsultationHetherington Pavilion
0
5
10
15
20
25
30
35
40
45
50
Excellent Very good Good Fair Poor Very poor Does notapply
Hetherington Pavilion
Q14: How do you rate this?
Opening Times
Q15: Is the practice currently open at times that are convenient to you?
Q16: Which of the following additional opening hours would make it easier for you to see or speak to someone?
0
20
40
60
80
100
120
140
160
Yes No Don't know
Hetherington Pavilion
0
10
20
30
40
50
60
Before 8am At lunchtime After 6:30pm On a Saturday On a Sunday None of these
Hetherington Pavilion
Seeing doctor of choice
Q17: Is there a particular GP you usually prefer to see or speak to?
Q18: How often do you see or
speak to the GP you prefer?
0
20
40
60
80
100
120
Yes No There is usually only onedoctor in my surgeryHetherington Pavilion
0
5
10
15
20
25
30
35
40
45
Always or almosyalways
A lot of the time Some of the time Never or almostnever
Not tried at this GPpractice
Hetherington Pavilion
Q24: Did you have confidence and trust in the GP you saw or spoke to?
0
20
40
60
80
100
120
Yes, definitely Yes, to someextent
No, not at all Don't know/can'tsay
Hetherington Pavilion
0
10
20
30
40
50
60
70
80
Excellent Very good Good Fair Poor Very poor
Hetherington Pavilion
Q34: Overall experience of your GP surgery
Hetherington Q35: Would you recommend your GP surgery to someone who has just moved to your local area?
70%
24%
4%
1%1%
Yes definitley
Yes, probably
No, probably not
No, definitely not
Don't know
Pavilion: Q35: Would you recommend your GP surgery to someone who has just moved to your local area?
62%
27%
11%
Yes, definitely
Yes, probably
No, probably not
Pavilion Comments
• “All staff very helpful and polite, lovely with patients. The surgery was recommended by a friend and I was not disappointed. Glad I transferred.”
• “The best . . . keep it up. Thank you.”• “I am very happy with the Surgery on an overall level. I
have been with Pavilion from a child, I have great rapport with the receptionists, even though they can be very busy at times. I find them all very pleased and helpful. A very good practice in general.”
• “Mostly reception staff are courteous and helpful.”• “Overall, very saisfied.”• “Very good HCA doing new patient check - very
approachable and explained everything very well.”• “The team at the GP Practice is very caring + helpful”
Pavilion Comments (cont)• “If it will be possible, the waiting times should be less than 30
mins.”• “[Today’s] wait time was too long - this is my number one
priority.”• “[Patients] should be contacted/reminded through both letters
and text messages, emails.”• “It's all just a bit slow, which I appreciate is probably an
economic problem but still. That’s how I feel!”• “I have several long standing & rare conditions and I'd prefer to
see the same doctor regularly rather than a different doctor each time. There is room for improvement on admin related areas e.g. there should have been surgery opening times for xmas period posted on website and on phone voicemail.”
• “You need a time on every Surgery day when you can come in and wait to see a Doctor. Being told you can't see someone when you're unwell is rather annoying.”
Hetherington Comments
A more straightforward telephone answering system. It can take ages to get to speak to the receptionist and when you finally get through, you sometimes find all the appointments have gone for that day. I would like more pre-booked appts that you book in advance over the phone & not on the internet. Not everyone has access to the internet. Even with these problems still wouldn't change this surgery for somewhere else. You're the best around here!
Excellent Practice. Only problem is trying to make 'same day' appointment. Impossible to get through at 8.30AM. Then all appointments have gone.
It will be a good idea to have a doctor on duty on the weekend, I often had my children ill on a Saturday… (just an idea!)
I would like much more continuity of care. It is very difficult to see a particular doctor because they work part time and only do 2-3 surgeries. I feel it is very important to see a doctor who understands my history. Otherwise it feels like a service similar to a pharmacist. The art of general practice has been lost! However when I do see the doctor I want, the service is naturaly very good.
It's almost impossible to book appointments with Dr Mclachlan, Dr Mowle etc. ie. Long term doctors. Would be nice to have some continuity so that problems might be recognised & responded to.
Doctor Kabir is the only one that listens to me and takes the time to explain things the other doctor think just cos I have depression I don't count.
Great staff great Doc's every one very helpful. Been very good to my family throughout the years and my self.
See Dr Mowle all the time known him for years very good doctor one of the best.
This G.P. Surgery is one reason that I am particular about moving home. Wherever I live it will have to be in the vicinity of Hetherington Group Practice, Brilliant Service, great Staff. :-)
What about a coffee machine and bacon sandwiches (just teasing)
My family comes to this GP practice & we have only ever had a few concerns, usually with temporary Doctors. The permanent Doctors are lovely & friendly & helpful. The receptionists are the nicest bunch of people & always very friendly & professional. They make the surgery the wonderful place it is.
I've been a patient here for over 3yrs. This is an excellent surgery + Dr Atiken is Ace (when I can see her) well done, keep up the good work.
Excellent staff and doctors and nurses. Well qualified and trustworthy.
Appointment system needs to Improve.
My last experience had prompted me to change practice. Wasn't happy at all.
I am extremely happy with the service received from Hetherington Group Practice + always have been, would def recommended it for range of services + being able to get same day apps.
I find it very unhelpful that I can only get my contraception pill from the nurse, it takes a few weeks to be able to get an appointment so I have had to go without my pill on more than one occasion.
One of the best practices I have been registered at. The reception/Admin staff are very knowledgeable. A very good group of Dr's with varied specialities that have really helped me.
Could we know when our preferred GP work at the practice during the week to plan ahead appointment booking?
More online appointments, and more use of phone appointments, please, but generally a very good practice.
The announcing buzzer is very strident. It would be helpful if the appointment system was more flexable. Occasionally it is quite hard to arrange a appointment with my GP.
In general the receptionist are good, but on a couple of occasions they have been a bit short and unhelpful. I've found the GP's very good, but other aspects such as booking appointments and getting advice from receptionist about prescriptions etc has been poor at times.
One of the nicest practices I have been to - helpful staff, great that I can order repeat prescription online. Also the blood pressure machine you can use to keep your files up to date while you wait is a great idea.
Online appointments making needs to be easier - when working shifts/overnights having to phone can be annoying
I have received very little information / advice about managing my long term asthma.