patient questionnaire. overview 750 questionnaires distributed 300 responses received age range from...
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Patient Questionnaire
Overview
• 750 questionnaires distributed
• 300 responses received
• Age range from 11 – 93
• Gender – Females 180– Males 120
Questionnaire Ethnic Profile
Language Profile• 275 – English Speaking• 12 – Punjabi• 3 – Urdu• 10 – no response
2 6 4 11
195
82
0
20
40
60
80
100
120
140
160
180
200
Caribbean /African
Asian White/BlackCaribbean
British Indian White/MixedBritish
Nonresponders
Ethnicity
Caribbean / African
Asian
White/Black Caribbean
British Indian
White/Mixed British
Non responders
• Patients with a disability – 90
• No disability – 200
• Non responders – 10
• Patients who are carers – 40
• Not carers – 236
• Non responders – 24
Thinking of times when you want to see a particular doctor, how quickly do you usually get to see that doctor?
27 29
43
26 23
15
94
43
0
10
20
30
40
50
60
70
80
90
100
same day nextworking day
within 2working
days
within 3working
days
within 4working
days
5 or moreworking
days
does notapply
nonresponders
How would you rate this?
51
68
49 49
33
15
35
0
10
20
30
40
50
60
70
80
148
42 43
16 12 17 5 17
0
20
40
60
80
100
120
140
160
Thinking of times when you are willing to see any doctor, how quickly do you usually get to see a doctor?
How would you rate access to any doctor?
58
87
18
95
22
5
15
0
10
20
30
40
50
60
70
80
90
100
• Last time you saw a doctor at the surgery, on reflection did you get the treatment and care that mattered to you?
– Yes - 255– No - 28– Non responders - 17
After seeing your doctor today do you feel able to cope with your illness/problem?
90
70
9
38
46
55
0
10
20
30
40
50
60
70
80
90
100
Much more A little more The same asbefore
Don't know Does not apply NonResponders
How easy is it for you to get an appointment with the practice nurse at the surgery?
18
34
14
133
90
11
0
20
40
60
80
100
120
140
Very easy Fairly easy Not very easy Not easy at all Not tried Nonresponders
• Last time you saw a nurse at the surgery, on reflection did you get the treatment and care that mattered to you?– Yes – 257– No – 13– Non responders - 30
19
59
82
119
4
17
0
20
40
60
80
100
120
140
Very easy Fairly easy Not very Easy Not easy at all Have not tried Non responders
In the last 6 months, how easy have you found getting through on the telephone?
How easy did you find it to get into the building at the surgery?
45
4 116
234
0
50
100
150
200
250
Very easy Fairly easy Not very Easy Not easy at all Non responders
How easy did you find parking when you attended the surgery?
82
122
47
8
41
0
20
40
60
80
100
120
140
Very easy Fairly easy Not very Easy Not easy at all Non responders
How would you rate the cleanliness of the surgery?
247
40
0 013
0
50
100
150
200
250
300
Very clean Fairly clean Not very clean Not at all clean Non responders
In the reception area, can other patients overhear what you say to the receptionist?
180
41
66
13
0
20
40
60
80
100
120
140
160
180
200
Yes, but I do not mind Yes, and I do mind No Non responders
How helpful do you find the receptionists at the surgery?
16
92
170
13 9
0
20
40
60
80
100
120
140
160
180
Very helpful Fairly helpful Not very helpful Not at all helpful Non responders
How long after your appointment time do you wait to be seen?
17
83
49
19 17
115
0
20
40
60
80
100
120
140
5 Minutes orless
6-10 minutes 11-20 minutes 21-30 minutes More than 30minutes
Nonresponders
How satisfied are you with the hours the surgery is open?
123 123
28
3
1013
0
20
40
60
80
100
120
140
Very satisfied Fairly satisfied Neithersatisfied nordissatisfied
Fairlydissatisfied
Verydissatisfied
NonResponders
How familiar with the services different staff provide at the surgery?
137
80
21 13
49
0
20
40
60
80
100
120
140
160
Very familiar Fairly familiar Not sure No idea at all Non responders
How often do you attend surgery per year?
22
133134
11
0
20
40
60
80
100
120
140
160
Regularly Occasionally Rarely Non responders
• Did you know we do a quarterly newsletter online at the surgery?– Yes – 55– No – 235– Non responders – 10
• Is it of interest?– Yes – 114– No – 77– Not seen – 85– Non responders - 24
Do you find the information boards / leaflets relevant and informative?
109
86
16 17
72
0
20
40
60
80
100
120
Very relevant andinformative
Fairly relevant andinformative
Of some value No use at all Non responders
Overall, how satisfied are you in general with the service provided by your surgery?
115
134
18 91212
0
20
40
60
80
100
120
140
160
Very satisfied Fairly satisfied Neithersatisfied nordissatisfied
Fairlydissatisfied
Verydissatisfied
NonResponders
Comments
• Out of 300 Questionnaires received 120 comments were made
– Telephone comments – 36– Appointment comments – 50– Other comments – 34
• Positive comments – 20• Negative comments – 14
Telephone Comments
• “Cannot get through at 8am”
• “Staff not answering phones”
• “Automated answering service problems”
• “Having to come to surgery at 8am to book an appointment, due to phone issues”
• “Work commitments do not allow to call at 8am”
Appointment Comments
• “Unable to book in advance”
• “Patients being advised to go to the walk-in centre”
• “Can only see Indian speaking doctors”
• “Too many trainee doctors”
• “Late night opening required”
• “Could not see doctor of choice and paid to go private”
• “When booked in with junior doctor, surgery overruns because of them having to speak constantly to a more experienced doctor”
• “Afternoon Diabetic Clinic required for the employed”
• “People out of work or retired are given priority when booking appointments”
• “No availability to see a doctor, but when attending for an appointment the surgery is empty”
• Negative Comments– “Rooms need soundproofing”– “Patients not informed when surgery times are
overrunning”– “Elderly people not able to use booking in
machine”– “Some receptionists are rude and abrupt”– “Receptionist need training on how to treat
people who are ill”– “Not enough parking for disabled patients”– “Not enough seats upstairs, when attending
for blood tests or chiropodist”
Other Comments
• Positive Comments– “Well done to Warley Medical Centre”– “Very polite staff”– “Impressed with knowledge of junior doctors”– “Better than my old surgery”– “Certain doctors are excellent”– “Doctors caring and helpful”– “Prescriptions ordered by e-mail, very good”
• A big thank you to all the members of staff who have worked very hard to type out and collate this survey.
• Thank you to all those who took part in the survey and gave valuable feedback. To the members of the PPG and reference group for their input in distribution.
• This information has been collated and a strategy for problem solving has been sent to our patient reference group for their comment and approval prior to implementation.
• More details will be available by newsletter – available online or at the surgery