patient questionnaire. overview 750 questionnaires distributed 300 responses received age range from...

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Patient Questionnaire

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Page 1: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

Patient Questionnaire

Page 2: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

Overview

• 750 questionnaires distributed

• 300 responses received

• Age range from 11 – 93

• Gender – Females 180– Males 120

Page 3: 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

Page 4: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

• Patients with a disability – 90

• No disability – 200

• Non responders – 10

• Patients who are carers – 40

• Not carers – 236

• Non responders – 24

Page 5: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 6: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

How would you rate this?

51

68

49 49

33

15

35

0

10

20

30

40

50

60

70

80

Page 7: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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?

Page 8: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 9: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

• 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

Page 10: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 11: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 12: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

• 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

Page 13: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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?

Page 14: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 15: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 16: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 17: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 18: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 19: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 20: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 21: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 22: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 23: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

• 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

Page 24: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 25: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 26: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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

Page 27: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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”

Page 28: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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”

Page 29: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

• “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”

Page 30: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

• 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”

Page 31: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

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”

Page 32: Patient Questionnaire. Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

• 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