Cotswold Medical Practice

Patient Survey Results 2014

Methodology• Due to the excellent response last year, we

used electronic technology again this year.• The link to the survey was sent to 800 patients

by email, approximately 5,000 were sent a text inviting them to complete the survey on the practice website, and 200 paper copies were distributed in the surgery. Invitations were added to repeat prescriptions.

• 485 patients completed the survey

Number of responses = 485

Number of responses = 481

Number of responses = 400

Comments on the system for obtaining repeat medication

Number of patients commenting = 44

Would like more than one months supply of medicines at a time

10

Great service 9Internet ordering is great 7Internet ordering is cumbersome or erratic 4Would like an automated way of knowing that the medicines are ready

2

Turn around time from request to collection is too slow 4Turn around time is quick 2Sometimes the system has failed me 3I would like to request medication by phone 1Difficult to get hold of a username and password for internet ordering 1

Number of responses = 480

Number of responses = 64

Number of responses = 60

Comments on the services available out-of-hours

Number of patients commenting = 18

Frustration with the NHS 111 questioning 5

Good or excellent service at Moreton and Cirencester 6

Dislike lack of continuity of care with out-of-hours GPs 6

Long wait before a call back from 111/out-of-hours GP 2

Journey to A+E, Minor injuries unit or OOH centre is too far 3

Number of responses = 480

Comments on the Practice

Number of patients commenting = 121

Positive comments about practice as a whole 26

Positive comments about reception 13

Negative comments about reception 5

Best practice I have ever attended 12

Positive comments about GPs 11

Negative comments about GPs 2

Positive comments about dispensary 8

Negative comments about dispensing 2

Positive comments about nurses 7

Positive comments about appointment booking 4

Negative comments about appointment booking 4

Would like to book nurse appointments online 3

Comments on the Practice (2)

Number of patients commenting = 121

Appointments often run late 6

Lately people seem stressed and finding it difficult to cope 4

Would like late evening appointments 3

Would like Saturday appointments 3

Like the ability to have telephone consultations 3

Planning to move to another surgery as unhappy 3

Wait for repeat medication is too long 3

You could make more use of texts and emails 3

Would like more than 1 month of repeat medication 2

Can be overheard in reception 2

Referral problems 2

Would like own GPs for Out of hours 2

Feedback from the Patient Participation Group• The vast majority of patients seem very happy with the

service – well done.• Please add an explanation about Nurse appointment booking

on-line and repeat prescriptions to your web-site• Whilst appointments running late can be annoying, I

understand that different problems require different lengths of time and 10 minutes is the average.

• I know that if I need longer on occasion, I will get it• Please can reception let patients know if GPs or nurses are

running late.• The practice is clearly struggling to cope with increasing

demand

Cotswold Medical Practice Patient Survey 2014Patients asked for Our response

We would like to book nurse appointments on-line

All our nurses have different specialities and training, which makes it difficult to offer on-line booking. We will be upgrading our computer system in July and will revisit this when it is fully functional. However, we will try to add flu appointments in September/October this year.

We would like to order 2 or more months of prescriptions at once

We are required by NHS England to only issue one month at a time. This is to avoid clinical errors and wastage. However, you can order your medication for the following month when you collect your tablets from the surgery or the chemist. You can also request to have “repeat dispensing” where 6 months of prescriptions are issued so that you do not need to request them monthly. You still need to collect the medication monthly from the practice or the chemist.

Internet booking of appointments and ordering medication

This is a very popular service. Unfortunately, after 10pm and at some points over the weekend, the computer is performing essential tasks and cannot be accessed to book appointments or order prescriptions. If this happens, please try again later. If you would like to use this service please ask at reception for log in details and password.

Late evening or Saturday appointments

We offer evening appointments until 20:30 with GPs and Nurses on alternate Mondays (Bourton) and Wednesdays (Northleach). Please ask at reception to book.

Frustration with NHS111 service

If you phone us when the surgery is closed, your call is automatically transferred to NHS111. Their trained operators will assess your problem and direct you to the appropriate service – Pharmacy, Out of Hours GP, Minor Injuries unit or A+E. In order to do this effectively they will ask a lot of questions to exclude a serious problem. Please bear with them – the survey demonstrates that people are generally happy with the service they are directly to.

Minor Injuries service at the surgery

Patients are very happy with the service at our local Minor Injuries Units. Some would prefer to be seen in the Practice. We have not been commissioned to treat minor injuries, and therefore our nurses do not have the appropriate training, nor do we have the facilities to do so. All our nurse clinics are generally fully booked and we do not have a walk-in facility. Patients are much safer being seen by experts who have access to the equipment they need to treat minor injuries.

The Practice could make more use of texting and email

We have the facility to send a text reminder for appointments, and other reminders for blood tests etc. Please give reception your mobile number if you would like this. We are making more use of email for contacting patients. This will continue to grow over the forthcoming years. Please let us have your email address if you are happy for us to email you.

Number of responses = 463

Number of responses = 480