In 2007 the practice again opted for GPAC (General Practice Assessment Questionnaire) and elected for the survey to be undertaken at the surgery rather than by post.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 during December 2007. 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.
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 November 2006 survey were compared with those from the 2007 survey. An account of this is given later in the report.
Q1 Number Times Visited Doctors in Last 12 Months
30.8% 3 or 4 times; 22.6% once or twice; 22.6% 7 times or more;18.8% 5 or 6 times; 4.5% none; 0.7% no response
Q2 Satisfaction with Receptionists
38.3% excellent; 36.1% very good; 19.5% good; 5.3% fair; no response 0.8%
Q3a How do you rate the hours that your practice is open for appointments?
36.1% good; 30.1% very good; 17.3% fair; 15% excellent; 0.8% poor; 0.7% no response
Q3b Additional Opening Times
41.7% of patients asked were satisfied with the opening times; 30.5% requested weekend opening; 17.4% evening opening;4.8 % no response;4.2 % early morning; 1.4% lunch times
Q4a Availability of a Particular Doctor
27.1% said they had to wait 5 or more working days; 15.8% within 2 working days; 15.8% within 3 working days; 12.8% the same day; 12% within 4 working days; 10.5% the next day; 3.8% not applicable; 2.2% no response
Q4b Satisfaction with 4a
32.3 % fair; 23.3% good; 14.3% very good; 13.5% poor; 11.3% excellent; 3.8% does not apply; 1.5% no response
Q5a Availability of Any Doctor
37.6% same day; 23.3% next working day; 15.8% within 2 working days; 6.8% within 3 days; 5.3% within 4; 3.8% within 5 working days; 3.8% not applicable; 3.8% no response
Q5b Satisfaction with Availability of Any Doctor
24.8% excellent; 19.5% very good; 24.1% good; 18% fair; 5.3% no response; 4.5% poor; 3% does not apply; 0.8% very poor
Q6 Same Day Availability
66.2% of patients asked said they were able to see a doctor on the same day if they needed to; 23.3% said they didn't know or had never needed to; 9.8% felt they weren't able to; 0.7% no response
Q7a Waiting Times at the Practice
45.9% wait 6-10 minutes; 34.6% wait an average of 11-20 minutes to see the doctor; 8.3% 5 minutes or less; 7.5% 21 - 30 minutes; 2.3% no response; 1.4% more than 30 minutes
Q7b Satisfaction with 7a
33.8% thought this fair; 33.1% good; 15% very good; 6.8% poor; 6% excellent; no response 3%; 2.3% very poor
Q8a Satisfaction with Phoning Through to Practice
31.6% very good; 31.6% good; 22.6% excellent; 9.8% fair; 1.5% very poor; 1.5% don't know/never tried; 0.7% no response; 0.7% poor
Q8b Satisfaction with Phoning Through to Doctor
48.9% don't know/never tried; 15 % good; 10.5% very good; 10.5% excellent; 6% fair; 5.3% no response; 2.3 poor; 1.5 very poor
Q9a Continuity for Seeing Same Doctor
34.6% almost always; 23.3% a lot of the time; 18% some of the time; 10.5% no response; 9.8% always
Q9b Satisfaction with Continuity of Care
28.6% very good; 24.8% good; 16.5% excellent; 12.8% fair; 10.5% no response; 6.8% poor
Q18. We are interested in any other comments you may have. Please write them here.
The practice has achieved an overall high standard and either meets the benchmark, or goes above it on all questions. Results for questions 2 (94%) (Satisfaction with Receptionists) and 8a (96%) (Satisfaction with Phoning through to the Practice) in particular were much higher than the benchmark figure. Additional comments were generally good, although several patients requested an increase in the surgery opening hours.
Comparisons between the 2006 survey and the 2007 survey were made. A movement of >10% was judged to be a significant change. Results of three questions fell into this category: Question 3b (Additional Opening Times) showed an increase of 15% I the number of patients requesting weekend opening. Question 5b (Satisfaction with Availability of Any Doctor) rose from 77% to 86%. Question 4a (Satisfaction with the Availability of a Particular Doctor) rose from 74% to 81%.
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 17.3.08. Present at the meeting were the partners, Dr Alison Mattinson (salaried partner) and the practice manager.
The following priorities were set for the next two years, the lead person is the practice manager.