NEWBURN SURGERY - PATIENT SATISFACTION SURVEY NOVEMBER 2006

Method

The questionnaires were marked Dr A, B, C and D and then numbered 1 to 50. They were given out by the receptionists during a two week period at the end of September 2005. There was a 'post box' in reception for completed questionnaires. Most of the questionnaire could be completed before the consultation, but one page (relating to satisfaction with the consultation) had to be done afterwards. The receptionists explained this when they gave the questionnaire to the patient. Everyone who had an appointment for the particular GP they were targeting that day was asked to complete one, but naturally some patients refused. The completed questionnaires were sent to the Knowledge Service for independent analysis.

Results

Responses to questions 10 and 11 (those relating to individual GP performance) were summarised and provided confidentially for each doctor in a separate folder to be used in the GP appraisal process. Responses to the remaining questions in the survey apply to the practice as a whole and are reported below. Some of the additional comments by patients are listed at the end of this report.

In addition results from the 2005 survey were compared with those from the 2004 survey. An account of this is given later in the report.

Q1 Number Times Visited Doctors in Last 12 Months
19.6% 7 times; 21.6% 5 or 6 times; 26.6% 3 or 4 times; 26.1% once or twice; 4% none; 2% no response

Q2 Satisfaction with Receptionists
92% thought that the receptionists were good (15%), very good (40%) or excellent (38%) The remaining 8% thought they were fair (7%); very poor (0.5%) or gave no response (0.5%)

Q3b Additional Opening Times
41.2% of patients asked were satisfied with the opening times, 26% requested weekend opening; 17% evening opening; 4% mornings ; 4% lunchtime; 7% no response

Q4a Availability of a Particular Doctor
10% same day; 11% next day; 15% within 2 days; 15% within 3 days; 6.5% within 4 days; 33% within 5 or more working days; 4% not applicable

Q4b Satisfaction with 4a
7.5% excellent; 16% very good; 24% good; 28% fair; 13% poor; 4% very poor; 5% does not apply; 3.5% no response

Q5a Availability of Any Doctor
35% same day; 22% next day; 15% within 2 days; 9.5% within 3 days; 4.5% within 4 days; 2.5% within 5 days; 4% not applicable; 7.5% no response

Q5b Satisfaction with Availability of Any Doctor
17% excellent; 21% very good; 25% good; 15% fair; 6.5% poor; 1% very poor; 3.5% does not apply; 12% no response

Q6 Same Day Availability
64% of patients asked said they were able to see a doctor on the same day if they needed to; 23% said they didnÌt know or had never needed to; 12% felt they werenÌt able to do this; 1.5% no response

Q7a Waiting Times at the Practice
9.5% 5 minutes or less; 31% 6-10minutes; 40% wait an average of 11-20 minutes to see the doctor; 11% wait 21-30 minutes; 2% more than 30 minutes; 6.5% no response

Q7b Satisfaction with 7a
5.5% excellent; 14% very good; 21% good; 39% fair; 11% poor; 1.5% very poor; 8% no response

Q8a Satisfaction with Phoning Through to Practice
16% excellent; 34% very good; 31% good; 15% fair; 1% poor; 1% donÌt know/never tried; 2.5% no response

Q8b Satisfaction with Phoning Through to Doctor
6.5% excellent; 10% very good; 15% good; 5.5% fair; 3.5% poor; 1.5% very poor; 50% donÌt know/never tried; 8.5% no response

Q9a Continuity for Seeing Same Doctor
30% almost always; 13% always; 16% a lot of the time; 25% some of the time; 7% almost never; 9% no response 2% never

Q9b Satisfaction with Continuity of Care
12% excellent; 20% very good; 31% good; 21% fair; 4.5% poor; 1.5% very poor; 10.6% no response

Q12 Male/Female
37% male; 61% female; 2% no response

ADDITIONAL COMMENTS BY PATIENTS

Q18. We are interested in any other comments you may have. Please write them here.

Is there anything in particularly good about your health care?

• I have always been well looked after by receptionists, nurses and the doctor and I am happy with the service I receive
• Having a caring and understanding doctor like Dr Adams - Dr Scott 10/10
• Ability to fit appointments in at short notice
• Care from the doctors
• This medical practice is faultless in the opinion of my partner and myself!
• Yes - always treated well
• This is a good practice
• Have been with this surgery for many years and have always had excellent service and attention
• Good modern surgery
• Yes I now see Jeannette (nurse) on reg 6 months basis for blood tests etc
• Have very caring and mostly understanding relationship with my doctor
• Good doctor who care
• Doctors understanding appointment system is good
• Promptness e good level of care
• Excellent staff at surgery. Doctors always listen to everything you have to say
• I do not experience any problems at this practice. This is good
• Dr...
• Just that the staff are very friendly and helpful
• Nice practice once you get to see doctor / good baby clinic
• Doctors are pleasant and concerned
• Able to have certain tests done at surgery & minor ops ect. Instead of going to hospital
• Normally fit and healthy
• As I have a fracture in my back there is nothing can be done just give me pain killers
• All staff are very pleasant and caring
• Dr.. is a very understanding doctor, and makes you feel at ease
• Doctors always have a very friendly approach nothing is a bother
• Always get to see a doctor if not one regular doctor
• Its free. In my experience all medical staff - doctors, nurses receptionists do the best they can within the restraints
• Nice practice
• I have been a patient in this practice for over 30yrs and I have seen a great improvement over the last 15-20 days. All staff and drs work for the good of the patient
• Dr... taking time you need rather than sticking to a time table

Is there anything that could be improved?

• Being able to see my usual doctor more quickly and not having to wait as long in surgery
• Service at the weekend
• A miracle
• Everything is great 10/10
• Waiting for appointments
• We have a car. For emergencies we can get to the drop in centre at the general. People without cars would certainly be happy with a locum arrangement based at the practice at the weekend
• Dietary advice for people those are not obese
• Reception ability to get an appointment in evenings
• Not always getting to see my usual doctor
• Prior to returning to the area to live I required maternity car as a temp resident. The practice and staff were very accommodating
• To seek treatments after repeatedly reported particular problems (pains)
• Counseling services, too long wait
• The waiting time past your appointment is very bad, could be improved greatly
• Appointment times
• Need to be able to see a certain doctor to maintain continuity. Always difficult to get to see Dr.. appointments always booked ahead for weeks in advance. Most annoying!
• Weekends
• Longer time with doctor, though this would mean longer times for Doctors and staff to work but do object to sometimes waiting for my appointment which can run 30 mins to well over a hour
• Very good I like the appointment arrangement. Pain be doing well, advance
• More appointments after working hours
• To get to see the doctor you want to see
• Medical advice given over phone by reception
• I can find no complaints to say about the practice
• More funding and less red tape
• Appointments system to be able to get appoint with Dr of choice
• None at the moment

Any other comments

• Quite happy. I have been with this surgery since I was 11 years old
• Am very satisfied with the attention and treatment I have received
• The nursing care for injections and after care for operators has been efficient - punctual - pleasant
• I am very satisfied with all aspects of the practice
• I find the receptionists can sometimes be a bit rude / abrupt when speaking on the telephone
• All the doctors are good
• I am new to this practice trying to get an appointment is very hard. Once in all the staff are great
• I have also found stand I doctors are very thorough and helpful
• I filled this in while taking my daughter to see the doctor so the questions are answered according
• All staff are pleasant and helpful
• Doing very well the community
• I use public transport every 1/2 hour. If running late can't miss it
• I find everyone very good in all jobs done here
• Just to say thanks for all your help
• The doctors surgery is better than most
• Would like practice doctors to go back on to 24hr call out or even practice to open through night, instead to doctors you don't know
• Though not doctors to work everyday night should be shift work
• Pain is getting worse it is now preventing me doing my housework I can hard use hoover
• Fortunately I am not a regular patient
• When M.. is on reception, she is so caring and goes out of her way to help, she's excellent at her job
• The doctors always listen to what you had to say
• Doctors have always given me excellent care at all times
• Fair service since joining practice
• Being told for being late (5min) for appointment and waiting 20 min to be seen?!!
• In general a good surgery

Observations

The practice has achieved an overall high standard and either meets the benchmark, or goes above it on all questions with exception of one: 4b (75%) (Satisfaction of Availability of a Particular Doctor). Results for question 2 (92%) (Satisfaction with Receptionists) and 8a (96%) (Satisfaction with phoning through to practice), in particular, were much higher than the benchmark figure.

Comparison with the 2005 patient survey

Comparisons between the 2005 survey and the 2006 survey were made. A movement of >10% was judged to be a significant change. Results of two questions fell into this category: Question 4a (Availability of a Particular Doctor) showed a decrease of 10% in the number of patients waiting 3, 4 or 5 days, which is an improvement; Question 17 (Employment Status) showed a decrease of 10% in the percentage of patients employed and 10% increase in the number of those retired. Question 5b (Satisfaction with availability of any doctor) showed a marked improvement on last years figures, rising from a 65% to 77%.

Action items from last year's survey

• Last year¹s survey had raised the issue of 'availability of any doctor'. Although the practice had improved from 63% to 65%, it was still well below the benchmark figure of 70%. A decision to provide TELEPHONE SLOTS into GP surgeries; carry out audit of non-attenders with letters sent to habitual offenders; and reduce the number of minor surgery appointments each week, had clearly been a success as the figure for this year has gone up to 77%.
   
• Redecorated the upstairs part of surgery in response to patient suggestions.

Discussions

1. GP/Practice Manager/ Receptionists

Individual GPs were given a copy of this report, a copy of the results for the practice as a whole, and a copy of their particular results prior to a meeting held 23.7.2007. Present at the meeting were the partners, the practice manager and two receptionists.

Points discussed at the meeting

Questions where the practice had failed to achieve the benchmark figure:

• Satisfaction with availability of a particular doctor
  The practice failed to reach the benchmark figure set for this last year and, discussion at the time suggested that although it was appreciated that there is a need for continuity, as all but one of the partners is part time, this would be difficult to improve. It has remained slightly below the benchmark figure. However, it was noted that there has been a decrease in the number of people waiting 3, 4 or 5 working days (64% to 54%) to see a doctor of their choice, and also an increase in those waiting 2 working days or less (28% to 35%).
   
• Out of Hours
  Although 41% of patients asked were satisfied with the practice opening hours (8.30 ­ 6.00pm Monday to Friday) comments in the Qualitative Statements reflect the fact that patients would, quite understandably, prefer to see their own GP out of hours. It is clear that patients do not expect the GP to work all day and then all night as well, and assume that there could be a "shift" system in place. It was felt that most patients were unaware that in a small practice (such as Newburn) that the GP would indeed have to do this, and that this was the case when the practice was responsible for 24 hour care. In summary, the practice cannot provide an out of hours service and an in hours service and maintain the current high standards of routine/urgent care. Agreed to publicise this information in the practice newsletter.
  It was also noted that 4% patients would like the practice to open at lunch time, which is already the case. .
   
• Test results
  One or two patients had raised concerns about the receptionists giving out test results. It was thought that the patients may think that the receptionist is interpreting the result, not passing on the message from the doctor, as is the case. Agreed to discuss with the remaining members of the reception team to ensure the patients realise that the doctor has seen the result and added a 'comment' to be passed to the patient on their behalf.