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 Whinfield Medical Practice
national health service

Whinfield Medical Practice

Whinbush Way
Darlington
County Durham
DL1 3RT
Tel: 01325 481321
Fax: 01325 346683

Whinfield Medical Practice

Patient Survey Results

 

 

2013-14 Patient Survey

 

In the past few years, the content of our survey has remained relatively static in order to benchmark ourselves against our peers in the Darlington area and to provide good trend analysis on our performance.

 

Many of the questions we ask are also covered in the NHS England GP Patient Survey which is conducted twice yearly by Ipsos MORI. The results for all GP Practices in England can be reviewed at www.gp-patient.co.uk. The latest GP Patient Survey was published in December 2013 and shows that Whinfield Medical Practice is rated by patients in line with the national average across most areas examined.

 

This year, we decided to to do things a little differently. We focused on areas that were highlighted in the NHS England GP Patient Survey for Whinfield as being average or just below the national and local average so that we could understand in more detail how we can do things better in these areas in the interests of our patients and the Practice team.

 

The December 2013 survey indicated that the following topics might be worth investigating further:

  1. Ease of getting through to the surgery by phoneQ3 GP Patient Survey
  2. Helpfulness of the receptionistsQ4 GP Patient Survey
  3. Experience when making an appointmentQ18 GP Patient Survey
  4. Preferred method for booking appointmentsQ7 GP Patient Survey
  5. Ability to get an appointment to see or speak to someoneQ12 GP Patient Survey

As last year, we sent the draft survey to each member of our vPPG for their approval and comments and once the survey was agreed we produced 300 copies for distribution to our patients. The survey was also available for completion on this website.

 

We received 288 replieseither from the circulated surveys or via the website, which were analysed in-house and the results were  forwarded to the vPPG in early March 2014 for their comments and suggestions.

 

Summary of Survey Results

 

The main positive findings were:

 

93% of respondents thought the Reception team is either very helpful or fairly helpful compared to 82% in the Dec 2013 survey.

88% of respondents would recommend our Practice to friends or family compared to 78% in the Dec 2013 survey.

72% of respondents know how to contact the out of hours service compared to 53% in the Dec 2013 survey.

 

The main areas for improvement were:

 

Better telephone access – especially in the early morning

Better access to booking of appointments

There were a number of comments about the manner/attitude of staff

 

Practice Agreed Action Plan

 

In consultation with the members of the vPPG a draft action plan was devised based on the results of the survey.

 

This was presented to a meeting of all staff on 19th March 2014 and agreed in full as follows:

  • We will undertake a full review of the telephone system and intend to add another fully staffed line by Summer 2014: An additional fully staffed extension was added to the Appointments Line number in April 2014. This increase in capacity should improve access and reduce the number of times the Appointments Line is engaged.

    A full reveiw of the whole telephone system has now been completed. As a result of this review, a new telephone system is being installed in w/c 9 March 2015 which will double the number of lines for appointments, provide call queuing and will enable notification of queue position.

    The Practice is reviewing staffing levels and rotas at the busiest times of day for the Appointments Line.
  •  We will continue to promote the online bookings system and continue to offer appointments up to 4 weeks in advance: This is Ongoing
  • We will identify a helpful ‘front of house’ refresher course for our Reception tea: The team attended an in-house Patient Facing Skills course on 20 January 2015 run by an external trainer
  •  We will investigate the use of text messaging for appointment reminders to manage our DNA rate: Text appointment reminders are now in use.

Surgery Opening Hours and Access during Core Hours

 

The surgery opening hours are: Monday – Friday 8.00 am to 6.00pm (core hours) Consultations are by appointment but urgent problems will always be seen the same day. Appointments may be made by telephone, in person or online.

 

Extended Opening Hours

 

The practice offers extended opening hours on Monday evenings until 7:00 pm and we open early every Wednesday and Thursday morning at 7:00 am by appointment only  

 .

The practice would like to thank all those who participated in completion of the survey and also the members of the Patient Participation Group for giving up their time to help with this initiative.

 

A full breakdown of all survey results and how the action plan was developed from this is given below.

 

Summary of Survey Results

 

288 completed questionnaires were received. The responses have been analysed below. Figures in red are from the NHS England GP Patient Survey conducted by Ipsos MORI in December 2013.

Question 1:        How do you normally make your appointments?

In person

69 responses = 24%

By phone

219 responses = 76%

Comments: 49 received

39 (13.5%) of respondents commented on how difficult it is to get through to the surgery by phone, particularly between 8 and 9am

 

Question 2:        Would you book routine appointments online if this option was available?

Probably

51%

Possibly

21%

Definitely Not

28%

Comments: 23 received

9 (3%) of respondents commented that they don’t have a computer or have IT connection issues or prefer speaking to a person

11 (4%) of respondents commented that this is a good idea

 

Question 3:        For a routine (non-urgent) appointment, when do you book this appointment?

I usually ring on the actual day *

 

*If you ring on the day is this because:

 

You think this is what you should do?

26%

You have been advised to ring again?

15%

Other – please state in comments

1%

I usually book ahead 

58%

Comments: 38 received

22 (8%) of respondents commented that it is difficult to obtain an appointment (same day and/or advance)

13 (5%) of respondents were advised by Reception staff about when to ring back

3 (1%) of respondents felt that the system hadn’t been adequately explained to them

 

 

Question 4:        For a routine (non-urgent) appointment, how many times have you had to speak to a receptionist before being given an appointment?

Once

50%

Twice

25%

3-5

17%

>5 

4%

Unsuccessful 

4%

Comments: 29 received

11 (4%) of respondents commented that it is difficult to obtain an appointment

7 (2%) of respondents had no issues

8 (3%) said it varies depending on the time of day 

 

Question 5:        Generally, how easy is it to get through to the practice on the phone?

Very easy

7%     (9%)

Fairly easy

30%   (39%)

Not very easy

36%   (31%)

Not at all easy  

25%   (19%)

Haven’t tried 

2%     (1%)

Comments: 45 received

37 (13%) of respondents commented that it is difficult to get through by phone, especially early morning

6 (2%) said it varies depending on the time of day and/or day of week

 

Question 6:        What was your reason for contacting the surgery on the last occasion?

To book an appointment

84%

To request a home visit

0%

To collect or order a prescription

9%

To obtain test results  

5%

Other – please comment

2%

Comments: 13 received

4 (1%) respondents had difficulty obtaining an appointments

9 (3%) respondents were satisfied with the outcome of this contact

 

 

Question 7:        On the occasion referred to in Question 5, how helpful did you find the reception team?

Very helpful

64%   (31%)

Fairly helpful

29%   (51%)

Not very  helpful

4%     (12%)

Not helpful at all  

3%       (4%)  (2% don’t know)

Comments: 39 received

13 (4.5%) respondents were very positive about the reception team

12 (4%) respondents said the attitudes and helpfulness of the reception staff varied

7 (2%) respondents were dissatisfied with the attitude or helpfulness of the reception team

6 (2%) respondents had difficulty making an appointment but did not attribute this to the attitude of the reception team

 

Question 8: Do you know how to contact the out of hours service?

Yes

72%   (53%)

No

28%   (47%)

If your answer is no, please see the information on the practice noticeboards and website

 

 

Question 9: How likely are you to recommend our practice to friends and family if they needed similar care or treatment?

Yes

88%   (78%)

No

11%   (11%)

Not answered/not sure

1%     (11%)

Comments: 27 received

19 (7%) respondents were very positive about the Practice, 7 of whom however thought there were issues with access to appointments

6 (2%) respondents who wouldn’t recommend the Practice to others identified access difficulties (5) or staff attitudes (1) as the reason

2 (1%) respondents didn’t answer because they use the Practice infrequently or have no comparison

 

Question 10: Do you have any suggestions how the practice can    make improvements to our service?

Comments: 96 received

32 respondents recommended looking at ways to improve the appointments system

26 respondents recommended looking at ways to improve the telephone system

10 respondents felt that there should be more early or late appointments to help those who have difficulty leaving work

8 respondents gave very positive general feedback

7 respondents suggested some staff could be more helpful or polite

5 respondents suggested that we look into online facilities

3 respondents would like to be able to book to see their usual GP more often

 

Finally, it would help us if you could complete the following information  

 

Are you?        Male   39%    Female     60%          Not stated      1%

 

Under 16

0%

17 - 24

6%

25­ – 34

10%

35 - 44

16%

45 – 54

18%

55 - 64

20%

65 - 74

19%

75 - 84

6%

Over 84

2%

Not stated

1%

 

White

 

 

 

 

 

British

97%

Irish

1%

Gypsy Traveller

 

Mixed

 

 

 

 

 

White & Black Caribbean

 

White & Black African

 

White & Asian

 

Asian or Asian British

 

 

 

 

 

Indian

 

Pakistani

 

Bangladeshi

 

Black or Black British

 

 

 

 

 

Caribbean

 

African

 

 

 

Chinese or other ethnic Group

 

 

 

 

 

Chinese

 

Any Other

1%

 

 

European (please specify)

 

Not Stated

1%

 

 

 

How long have you been a patient at the practice?

 

Under 12 months

4%

Between 1 and 5 years

6%

Between 5 and 10 years

13%

Over 10 years

76%

Not stated

1%

 

Proposed Action Plan Circulated to vPPG and Discussed at Staff Meeting

 

 

Question 1:        How do you normally make your appointments?

76% of patients book appointments by telephone. Concerns were expressed about difficulties in getting through.

We have now activated SystmOnline for booking of routine appointments via our website for up to 4 weeks in advance.

 

We will undertake a full review of our telephone system and intend to add another fully staffed line by Summer 2014.

 

Question 2:        Would you book routine appointments online if this option was available?

72% of patients would probably or possibly use an online booking system

We have now activated SystmOnline for booking of routine appointments via our website for up to 4 weeks in advance.

 

We believe this will alleviate some of the pressure on the telephone lines.

 

Question 3:        For a routine (non-urgent) appointment, when do you book this appointment?

58% of patients already book ahead.

 

26% of patients think routine appointments should be booked on the day

 

 

 

 

 

 

 

 

 

15% are asked to ring back to access any remaining same day appointments

 

 

 

 

Staff will advise patients who call, that it is now possible to book appointments up to 4 weeks in advance.

This message will also be displayed on our noticeboard and website.

We will also investigate changing our automated telephone message to include this information.

 

Now that we have the ability to book  appointments  up to 4 weeks in advance, there should be less need to ring back to secure a same day appointment for a routine matter.

 

 

 

Question 4:        For a routine (non-urgent) appointment, how many times have you had to speak to a receptionist before being given an appointment?

50% of patients received an appointment during the first conversation with a member of staff and a further 25% were successful during their second conversation.

Patients now have the option to book routine appointments either by telephone, in person or online for up to 4 weeks ahead. We believe this will enable more patients to book an appointment on the first attempt.

 

Question 5:        Generally, how easy is it to get through to the practice on the phone?

Only 37% of patients think it is easy or fairly easy to get through to the practice by phone. This is significantly worse than identified in the NHS England GP Patient Survey published in December 2013. Patients commented that it is particularly difficult to get through early in the day.

We have now activated SystmOnline for booking of routine appointments via our website for up to 4 weeks in advance.

 

We believe this will alleviate some of the pressure on the telephone lines.

 

We will undertake a full review of our telephone system and intend to add another fully staffed line by Summer 2014.

  

 

Question 6:        What was your reason for contacting the surgery on the last occasion?

84% of patient contacts are to book appointments.

 

 

9% of patient contacts are to collect or order a prescription.

We are now able to offer telephone, in person and online booking of appointments.

 

Patients can ask for prescriptions to be available for collection from a pharmacy if this is more convenient. Electronic repeat prescribing to further improve this service will be activated by the end of March 2014

 

Repeat prescriptions can now be ordered online.

 

 

Question 7:        On the occasion referred to in Question 5, how helpful did you find the reception team?

93% of patients found the reception team very helpful or fairly helpful. This is significantly better than identified in the NHS England GP Patient Survey published in December 2013.

Although the feedback has been mainly positive and demonstrates an improved performance, there were a number of negative comments.

 

This feedback was given to staff at our next meeting in March 2014 and remind all to remain professional and courteous at all times.

 

Question 8: Do you know how to contact the out of hours service?

72% of patients know how to contact the out of hours service. This is an improvement from 53% as identified in the NHS England GP Patient Survey published in December 2013.

We will continue to keep our noticeboards and website up to date with this information.

 

Question 9: How likely are you to recommend our practice to friends and family if they needed similar care or treatment?

88% of patients would recommend our practice to family or friends, although some would add the caveat that access to appointments can be difficult. This is an improvement from 78% as identified in the NHS England GP Patient Survey published in December 2013.

We have already identified ways of improving access to appointments by activating online booking and offering routine appointments for up to 4 weeks in advance.

 

We also have plans to review and improve our telephone system by Summer 2014.

 

Question 10: Do you have any suggestions how the practice can    make improvements to our service?

32 respondents recommended looking at ways to improve the appointments system

 

 

 

 

26 respondents recommended looking at ways to improve the telephone system

 

 

10 respondents felt that there should be more early or late appointments to help those who have difficulty leaving work

 

 

 

 

 

 

 

 

8 respondents gave very positive general feedback

 

7 respondents suggested some staff could be more helpful or polite

 

 

 

 

 

 

5 respondents suggested that we look into online facilities

 

 

 

3 respondents would like to be able to book to see their usual GP more often

 

We have already identified ways of improving access to appointments by activating online booking and offering routine appointments for up to 4 weeks in advance.

 

We will undertake a full review of our telephone system and intend to add another fully staffed line by Summer 2014.

 

The Practice offers appointments until 7pm on Mondays and from 7.20am on Wednesdays and Thursdays. This is above the current contractual obligation and is offered as a service to our patients. This is what can be accommodated within existing staffing levels at present. We will keep this under review as staffing levels allow.

 

 

 

 

Per Question 7, feedback on staff helpfulness has been generally positive and shows an improvement. This feedback was given to staff at our meeting on 19 March 2014 and all staff were reminded to remain professional and courteous at all times.

 

This has been activated for online booking of routine advance appointments and repeat prescriptions.

 

Several of the GP’s work part time. They do try to offer as many appointments as possible whilst at work but inevitably there will be occasions when particular GP’s have more availability than others.

 

 

 

 

 

 

 

 



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