Marisco Medical Practice Annual Patient

Questionnaire 2012

At your most recent visit to the Practice how do you rate the way you were looked after by the GPs and staff?

198

116

22 5

39

157

110

16 4 1

92 85

64

13 4

214

155

123

34

9 3

56

96 93

25

5 4

157

Excellent Good Average Poor Very Poor Service Not Used

GP

Nurse Practitioner/Nurse

Health Care Assistant

Receptionist

Dispensary

Excellent 51%

Good 38%

Average 8%

Poor 2% Very Poor

1%

How easy is it for you to contact the Practice by telephone?

70

128

105

40

20 17

53

74

40

21 14

178

Excellent Good Average Poor Very Poor Service Not Used

Routine Urgent

Excellent 22%

Good 36%

Average 25%

Poor 11%

Very Poor 6%

0%

How do you find the current opening hours of the Practice?

91

227

49

5 1 7

Excellent Good Average Poor Very Poor Service Not Used

Opening Hours

Excellent 25%

Good 61%

Average 13%

Poor 1% Very Poor

0%

How easy is it to get an appointment in advance with the following healthcare professionals?

55

108

72 74

29 42 41

121

67

38

12

101

50

119

54

31

7

119

36

68

44

24

5

203

Excellent Good Average Poor Very Poor Service Not Used

GP Nurse Practitioner

Practice Nurse Health Care Assistant

Excellent 17%

Good 39%

Average 23%

Poor 16%

Very Poor 5%

0%

How easy is it to get an appointment within 24 hours, with the following healthcare professionals?

70

122

76

51

16

45 41

91 77

42

8

121

42

88

72

35

5

138

33

57 44

27

3

216

Excellent Good Average Poor Very Poor Service Not Used

GP Nurse Practitioner

Practice Nurse Health Care Assistant

Excellent 19%

Good 36%

Average 27%

Poor 15%

Very Poor 3%

Our extended opening hours are offered every Thursday evening by GPs and Nurses from 6:30pm to 7:40pm.

Are you aware of this?

24

212

144

Not Answered Yes No

How would you rate the waiting time you have experienced once you have checked in for your

appointment with the following healthcare professionals?

71

206

63

12 2

26

58

170

55

8 1

88

58

163

48

6 1

104

37

112

38

5

188

Excellent Good Average Poor Very Poor Service Not Used

GP Nurse Practitioner

Practice Nurse Health Care Assistant

Excellent 20%

Good 59%

Average 18%

Poor 3%

Very Poor 0%

How easy is it to be able to make an appointment with your preferred Doctor or Nurse Practitioner?

Very Easy 12%

Easy 30%

Average 35%

Poor 15%

Very Poor 8%

0%

43

101

116

58

33 29

34

85

100

33

16

112

Very Easy Easy Average Poor Very Poor Service Not Used

Doctor

Are you aware of the following services provided at the Surgery?

293

175

114 134 131

148 141 157

134 126 111 109

How would you like us to inform you of the facilities we offer and/or any important changes to our services?

85

168

156

61

44

25

102

2

Marisco Website Practice Leaflet Newsletter Local Newspaper Email SMS Messaging TV/Information Screens in the

Practice

Any Other

Preferred Site

59

153

168

Both Mablethorpe Sutton On Sea

How do you rate the facilities provided by the Practice?

Excellent 51% Good

40%

Average 7%

Poor 2%

Very Poor 0%

0% 150

111

41

29

4

45

188

146

17

2

27

188

147

20

2

23

190

150

12

28

Excellent Good Average Poor Very Poor Service Not Used

Car Park Access to Surgery

The following charts illustrate general information about the range of people who have responded to this survey.

No one at the practice will be able to identify your personal responses.

22 17

33 31

61

185

31

14 - 25 26 - 35 36 - 45 46 - 55 56 - 65 Over 66 No Answer

Typical Age Range

146

26

208

Male No Answer Female

Summary of comments from Marisco Medical Practice Annual Patient Questionnaire 2012

Negatives • Nurses too busy – 7 day wait for appointment • Impossible to get through on the telephone in the morning • Hopeless trying to ring in the morning • Unable to get appointment with chosen practitioner • Receptionists do not seem to know what is happening – eg who is in the building • Sent to wrong location for appointment • Unable to get pre-booked appointment • Working – not able to pre-book • Never any appointments available after 9am • Bad experience • Duty doctors should be at both sites. • Not being able to see the same doctor when suffering a long term illness • Far too much information on the telephone prior to speaking to receptionist. • Appointment booking system is poor.

Summary of comments from Marisco Medical Practice Annual Patient Questionnaire 2012

Positives I cannot think of ways to improve this practice

• I receive a very good service all the time

• Very good all round.

• In general the practice offers excellent services.

• Used as little as possible – when needed excellent service

• Generally satisfied with the surgery and service

• I feel this is an excellent practice

• Extremely thankful to live in the area and participate in such facilities. I

owe my life to this practice. Many thanks

• Excellent service

• Greatly satisfied with service I received.

Summary of comments from Marisco Medical Practice Annual Patient Questionnaire 2012

Facilities

• Not enough disability parking

• Car parks disgrace in bad weather

• Out of hours service is poor

• Waiting room unfriendly

• Automatic doors at Sutton are bad – inner door is heavy and not

automatic

• More info required on services

• Minor injuries should be dealt with.

• Charge patients for non attendance.

As a direct result of the survey the Practice held a meeting with the Patient Participation Group to discuss its findings & to try to

develop ideas & ways of moving forward. The following pages show the main areas that the group felt

needed updating /changing.

Q2. How easy is it for you to contact the Practice by

telephone?

The results of Q2 were not as had been hoped, the group discussed

•  Reviewing the length of the message when contacting the surgery by telephone.

• Possibility of more people answering calls at 8:30am.

& commented on the fact that once through all appointments are already filled. Q6. Are you aware of

extended open hours?

The group agreed the extended opening times should be advertised on the practice screens, newsletters & the practice website.

Q9/10. Informing people of the services available

within the practice

The group discussed a variety of ways to improve communication

between the practice and our patients. Some of the points discussed

are highlighted below:

•  Via newsletter

•  Messages on phones

•  Screens

•  GP’s to speak at local groups

•  Ensuring sufficient information is available at flu clinics

•  Asking voluntary organisations to promote the surgery

•  Advertising the Patient Information Area

•  More signs in the practice

Q9/10. Informing people of the services available

within the practice

•  People believe only “Heelers” & those associated with “Heelers” are

able to use the information area.

•  Perhaps create a screen entitled “know your practice”

•  Possibly do a campaign advertising Flu Clinics within the local

supermarket

•  Ensure patients are aware of how to obtain test results

•  Patient Participation Group to promote practice holding regular

forums

•  More Nurse appointments available for “on the day booking”

•  Open surgery each day for one or two Dr’s on a “sit & wait” basis

•  Case studies put onto website