Broadhurst Street Surgery 10 Broadhurst Street Leicester,LE4 6NF

Tel: 0116 2662662 / 0116 2250979 Fax: 0116 2669109

www.broadhurststreetsurgery.co.uk

Dr. K. S. Morjaria Dr. H. K. Morjaria M.B.B.S. D.F.F.P M.B.B.S. D.F.F.P

Date. 08.03.2013

Patient Survey Results: Action Plan Developing a structure that gains the views of patients and enables feedback

PRG and the Practice together agreed on carrying out patient survey to identify areas on improving service, patient awareness and education, from last year’s national patient survey results. We the surgery and PRG agreed to use the same questions in the survey to see if the last years action plan has made any difference before uploading them on the website. The survey was conducted on surgery website www.broadhurststreetsurgery.co.uk) posters were put up in the surgery to promote Patient Survey and also slips with website address were attached to repeat prescriptions. The patients who were not computer savvy had hard copy of the questionnaires. The survey was conducted for 13 weeks.

Broadhurst Street Surgery Patient Survey Results 2012-2013

Q1. In the past 12 months, how many times have you seen a doctor from your practice?

Q2. If you need to see a GP urgently, can you normally get seen on the same day?

If no, why not?

Q3. Do you know that you can book an appointment with a doctor or nurse up to 8 weeks in advance?

Q4. How often do you see the doctor you prefer to see?

How do you rate this? (1 being poor, 5 being very good)

Q5. How satisfied are you with the hours that your GP surgery is open?

Q6. How easy is it for you to get an appointment with a practice nurse at your surgery?

Q7. Thinking of the times you have phoned the surgery, how do you rate the ability to get through on the phone?

Q8. How do you normally book your appointments to see a doctor or nurse at the surgery?

Q9. In the past 6 months how easy have you found the following?

Speaking to a health professional on the phone?

Obtaining test results by phone?

Q10. In general, how satisfied are you with the care you get at your GP surgery?

Q11. How do you rate the way you are treated by the receptionists at your surgery?

Q12. In the reception area, can other patients overhear what you say to the receptionist?

Q13. How long do you usually have to wait at the surgery for your consultations to begin?

How do you rate this?

Q14. The last time you saw a doctor or nurse at the surgery how satisfied were you with the following?

You were given enough time?

You were asked about your symptoms?

You were listened to?

The tests and treatments were fully explained?

You were involved in decisions about your care?

You were treated with care and concern?

You had your problems taken seriously?

You were happy with the information given?

Q15. The last time you saw a doctor, after your visit did you feel:

Able to understand your problems or illness?

Able to cope with your problems or illness?

Able to keep yourself healthy?

Q16. If you have seen a doctor recently, how well did the doctor put you at ease during your physical examination?

Q17. Would you recommend your GP surgery to someone who has just moved to your local area?

Q18. If you wanted to, would you know how to contact an out-of-hours GP service when the surgery is closed?

We collect and monitor the following information to ensure that we are treating all people fairly and to help us identify any barriers that may need to be addressed.

Q1. Are you male or female?

Q2. How old are you?

Q3. Which of these best describes what you are doing at present?

Q4. In general, would you say your health is?

Q5. What is your ethnic group?

A. White

B. Mixed

Answer Count %

White & Black Caribbean 0 0

White & Black African 0 0

White & Asian 0 0

Any other Mixed background 0 0

C. Asian or Asian British

D. Black or Black British

Answer Count %

Caribbean 0 0

African 0 0

Any other Black background 1 1

E. Chinese or other ethnic group

Answer Count %

Chinese 0 0

Agreed Action Plan

PRG meeting was called on 08.03.2013 to discuss the collated survey results to see if

there has been any improvement from last year’s results. In some area there has been

a very minute amount of improvement which has to be addressed by putting up

posters on a different notice board where it can be seen easily by patients.

Last year This year

33.3% patients did not know of advance

booking

30%

35.2% Unaware of telephone consultation

service

33%

5.6% Did not know how to contact out of

hours service.

5%

5.6% had to wait 11-20 minutes to see the

doctor

4.9%

83.3% how do you rate the way you are

treated by the receptionist at your

surgery

74.5%

Use of advance booking improved from last time but choice of doctor needs

improvement so a lady doctor ( H.K. Morjaria) has joined the surgery and offers

AM/PM sessions 4 days a week. (action completed)

Following will take action by July 2013:Telephone consultation has continued to

improve but availability needs to improve, therefore add a mobile phone contact.

GP opening hours are already at full capacity and already offering extended hours 4

days a week. PRG agreed it cannot improve on that. Getting urgent appointment on

the same day are being misused and the appointments booked well in advance are

wasted because of DNAs, on this we need to take action by putting restriction on

(patients who DNA) booking next appointment after 72 hours. And if the DNAs keep

rising then we will have to seek guidance from CCG on further action. The above will

take action from 1st April 2013.

PRG suggested we should display weekly DNAs on waiting room notice board to

raise awareness of missed appointments. And this will take action from 1st July 2013.

Q11 How do you rate the way you are treated by the receptionists at your surgery?

Percentage went down because of new staff covering maternity leave. New staff will

receive further induction training. This will take action in July 2013.

Following take action from May 2013:Appointments with nurse needs more

awareness of availability by putting up poster on the notice board.