prospect surgery patient participation group survey december 2012
TRANSCRIPT
Prospect Surgery Patient Participation Group
Survey December 2012
• Practice population December 2012
7702
• Number of surveys completed
325
• Percentage responded
4.22%
Number of surveys issued
120 461
75 Issued In Practice
By Post
By Post with PrepaidEnvelope
Number of surveys returned
6 19 2
298
Survey Issued inPractice andReturned
Survey Posted Outby Practice andReturned
Survey Posted Outby Practice withPrepaid Envelope &ReturnedSurvey Completedon L ine
65%
5%
25%
50%
0%
10%
20%
30%
40%
50%
60%
70%
In Practice By Post Prepaid
Envelope
Total
Returned
Response Rate
56%
43%
1%0%
10%
20%
30%
40%
50%
60%
Y es No No Response
Are you aware the practice has a Website?
The following services are available via the
website; do you/would you access these
services?
57%
57%
53%
31%
43%
62%
57%26%
General Information
Booking appointments
Cancellingappointments
Ordering repeatprescriptions
Updating your contactdetails
Updates from thePatient Group
Giving the practicefeedback
No Response
42%
56%
2%
0%
10%
20%
30%
40%
50%
60%
Y es No No Response
Are you aware you can receive appointment
reminders and information via text?
76%
21%
4%
0%
20%
40%
60%
80%
Y es No No Response
Do you would you find this service useful?
(appointment reminders by text)
56%
41%
2%
0%
10%
20%
30%
40%
50%
60%
Yes No No Response
Are you aware you can cancel appointments via
text?
77%
19% 4%
0%
20%
40%
60%
80%
Y es No No
Response
Do you would you find this service useful?
(cancelling appointments)
What would be your preferred method of contact
from the practice?
22%
58%39%
26%2%
Letter
Phone
Text
No Response
87%
8% 5%
0%
20%
40%
60%
80%
100%
Yes No No Response
Do you remember to inform the practice when you
change your contact details?
47%50%
3%
0%
10%
20%
30%
40%
50%
60%
Y es No No Response
Before today were you aware of the Patient
Partic ipation Group?
Do you know any local groups the PPG could contact/visit to work with on future projects and gain views from?
• Carers Wakefield• "Team" Wakefield. Parents forum for children
with disabilities • Nursing home patients / relatives• Breastfeeding Friends• Any group related to inpatient services as there
appears to be gaps in knowledge of procedure
35%
62%
3%
0%
10%
20%
30%
40%
50%
60%
70%
Male Female No Response
Are you male or female?
How old are you?
9%
17%
18%21%
20%
7%
1%
2%
3%
2%
Under 18
18-24
25-34
35-44
45-54
55-64
65-74
75-84
85 and over
No Response
27%
63%
10%
0%
10%
20%
30%
40%
50%
60%
70%
Y es No No Response
Are you a patient or guardian of children under 16
years or age?
How many times have you visited the practice
during the past year?
2%
42%
28%
24%
3%
0
1-5
5-9
>10
No Response
Please detail below any additional comments you would like to make
• I think the staff have been very friendly and helpful• Listen more to the Patient• The practice is well run and a couple of the
doctors are very thorough• Nothing more to say 100% good / no Text• If it is not possible to see a Doctor on the day you
ask is it possible to see a Nurse?• I think everyone at Prospect Surgery are
extremely pleasant & helpful• Good Practice 10/10
Please detail below any additional comments you would like to make
• I am very happy with the service given• Your prescription team have been especially
helpful and responsive, which we really appreciate• Brilliant• No problems getting appointments good service• I think the text service is because its sometimes
very hard to get through on the phone• I appreciate being able to make "same day
appointments" The nurses being in the surgery are beneficial to me
Please detail below any additional comments you would like to make• Appointments to run on time and a text to say running late
if not• It is very hard to get appointments, even if you ring as soon
as it opens or they give you a stupid time, some people have to work you know
• Phoning at 8:15, hard to get through and sometimes appointments have gone! More-pre-bookable appointments needed please
• Receptionists who smile and sound like they are bothered (note some are but not all)
• Booking appointments online would be useful if there were more appointments available
• New customer recommended
Please detail below any additional comments you would like to make• It can be difficult to contact the surgery by phone on a
morning. I got through at 8.20 yesterday and all morning appointments had gone. I was offered an appointment the next day - so I was happy with the service on this occasion
• The staff are very friendly. The surgery is always clean and tidy
• Phone in appointment always seem to be on a Thursday why?
• Still too long to get appointment - Waiting times too long also
• The doctors are perfect
Please detail below any additional comments you would like to make• I don't have a mobile phone or the internet I'm on the
landline phone• Better time keeping of doctors/nurses appointment times by
said. More welcoming approach from some service providers
• Great service• We have to stand outside to make appointments in the year
2012 - think not• The receptionists / people who deal with prescriptions could
have better attitudes • Receptionists should undertake customer service training !!• Very difficult to book an appointment
Please detail below any additional comments you would like to make• Would appreciate some greenery and or art work in waiting
room• I am happy with the service at this practice it is sometimes
difficult to get an appointment or make advance appointments
• As the group meets during the day it is impossible for me to join as I work
• Making an appointment on the day you are ill is impossible - appointments are filled by 08:16!!!
• Very hard to make an appointment by phone I phone at 8:15 & all appointments have gone!
• I do think the practice has improved but lack of appointments & rude receptionists need to be addressed
Please detail below any additional comments you would like to make• Blood tests vary visits weekly or fortnightly• Reception informed me when trying to make
appointment , that blood nurse is only available one day a week - I am informed this is incorrect
• Found service has improved since joining• Due to lengthy delays waiting for appointments which
is understandable, some books toys for children would be appreciated and appropriate - like in the other local doctors. I have seen your response to this in the PPG feedback and your instruction to parents asking us to control our children - I find this ridiculous and not patient or family friendly
Please detail below any additional comments you would like to make• Later appointments (evening required) more
daily appointments required• Waiting room needs to be more child friendly
toys/books, children get board and we have to keep them occupied
• Excellent service carry on. All the best for xmas and the new year
• Seating is in better position - very good• The front line staff (i.e. reception) would benefit
from basic mental health awareness training
Please detail below any additional comments you would like to make• I would like to know why its so hard to get an
appointment when you walk in and there is nobody sat in this waiting room
• Never can get to see my "own" doctor without waiting /ringing back etc
• Why are there minimal or NO appointments available on line even when you are promoting the service pointless system. In the last 3 months only twice has there been an appointment when I requested one, non suitable due to work, non urgent so tried many many times daily. Had to phone at 08:15
• Staff at the end of the phone are now more helpful & not abrupt as times in the past
Please detail below any additional comments you would like to make
• My family are rarely able to get appointments with our own doctor (Dr Cole), otherwise appointment availability is good
• I find it very difficult that repeat prescriptions cannot be ordered by telephone
• Sorry I am not into this modern living texting etc
• Keep up the GOOD WORK
Additional Benefits
• As a result of the survey an additional 4 patients have put their names forward to me members of the patient group
Comparative Data 2011/2012
• List sizeDecember 2011; 7543
• Surveys issuedDecember 2011; 955
• Surveys returnedDecember 2011; 340
• Return RateDecember 2011; 35.6%
• Practice population responded to surveyDecember 2011; 4.51%
• List sizeDecember 2012; 7702
• Surveys issuedDecember 2012; 656
• Surveys returnedDecember 2012; 325
• Return RateDecember 2012; 50%
• Practice population responded to surveyDecember 2012; 4.22%
Comparative Data 2011/2012
• Registered for web services February 2012; 12• Website hits
February 2012; 500• On line prescription requests
February 2012; 6• Appointments booked on line
February 2012; 0• Consented to text alerts
October 2012; 8
• Registered for web servicesDecember 2012; 740
• Website hits
December 2012; 2041• On line prescription requests
December 2012; 91• Appointments booked on line
December 2012; 21• Consented to text alerts
December 2012; 449
Actions Suggested by PPG for Practice
• Produce slip for patients to complete re text message service to be available in surgery
• PPG Newsletter• Invite groups identified to attend PPG meetings• Provide Breakdown of age ranges in relation to preferred
contact method to see if any outlying groups• Use PPG notice board to answer some of the additional
comments made• Encourage practice not to forget those who prefer
traditional methods of contact• Re-publish patient information on appointment system • Group suggested publishing when available any impact
text service has on DNA rates.