SJWMC Patient Survey SJWMC Patient Survey 20082008

OverviewOverview

• 55thth year of the survey year of the survey

• 545 patients ≥16yrs surveyed in total545 patients ≥16yrs surveyed in total

• About 50 surveys per clinician (including nurses)About 50 surveys per clinician (including nurses)

17 questions, split into 6 areas: 17 questions, split into 6 areas:

Receptionists (1), Communication (1), Access (6), Receptionists (1), Communication (1), Access (6), Enablement (1), Demographics (7), Continuity (1)Enablement (1), Demographics (7), Continuity (1)

• Available in 5 languages:Available in 5 languages:

Bengali, English, Chinese, Somali, TurkishBengali, English, Chinese, Somali, Turkish

Patient Demographics Patient Demographics

• Sex:Sex: 69% female69% female31% male31% male

• Age:Age: ≤44 yrs≤44 yrs 54%54%

≥≥45 yrs45 yrs 46%46%

• Long standing illness or disability?Long standing illness or disability?

45% Yes45% Yes 55% No55% No

Patient Demographics contPatient Demographics cont

Employed (full/part time, self-employed),

61, 62%

Unemployed, 4, 4%

School or full time education, 3, 3%

Long term sickness, 10, 10%

Looking after home/family, 5, 5%

Retired, 13, 13%

Other, 3, 3%

Patient Demographics contPatient Demographics cont

White, 279, 61%Black or Black British,

50, 11%

Asian or Asian British, 52, 11%

Mixed Race, 21, 5%

Chinese, 43, 10%

Other ethnic group, 7, 2%

Satisfaction with reception Satisfaction with reception

• 78% of patients rated their treatment by the 78% of patients rated their treatment by the reception team as either very good or excellentreception team as either very good or excellent

0

20

40

60

80

2005 0.5 0 2.5 11 33 53

2006 0.25 0 2 8 31 60

2007 0.5 0 3.5 13 30 53

2008 0.6 0.1 4.2 16.8 31.5 46.8

very poor poor fair good very good excellent

Nurse scores overviewNurse scores overview

0102030405060708090

100

Q2 Q3 Q4 Q5Q6aQ6b Q7

Q8aQ8bQ8cQ8dQ8e Q8fQ8gQ8hQ9aQ9bQ9c

2006200720082007 benchmark

Nurses – frequency of visitsNurses – frequency of visits

0

10

20

30

40

50

60

None Once or twice Three or fourtimes

Five or six times Seven times ormore

2006

2007

2008

Nurses - AccessNurses - Access• Nurse availability:Nurse availability:

• 82% of patients marked their satisfaction as either 82% of patients marked their satisfaction as either good, very good or excellentgood, very good or excellent

0

10

20

30

40

2006 8 12 15 14 10 24

2007 13 16 17 17 10 10

2008 26 17 36 13 6 15

same next 2 days 3 days 4 days 5+ days

Nurses – waiting timesNurses – waiting times• 80% waited less than 10 minutes80% waited less than 10 minutes• 77% of patients marked their satisfaction with waiting 77% of patients marked their satisfaction with waiting

times for seeing a nurse as good, very good or excellenttimes for seeing a nurse as good, very good or excellent

0

10

20

30

40

50

2006 1 3 22 33 27 15

2007 1 3 18 27 29 22

2008 2 2 27 38 41 23

very poor poor fair good very good excellent

Nurses – phoning for adviceNurses – phoning for advice• 65% of patients had never tried phoning a nurse for advice 65% of patients had never tried phoning a nurse for advice • 73% of those who had marked their satisfaction positively73% of those who had marked their satisfaction positively

0

20

40

60

80

100

2006 1 4 3 12 11 7 62

2007 1 3 4 10 7 7 67

2008 0 4 8 14 15 4 82

very poor

poor fair goodvery good

excellent

don't know

Nurses – consultation & Nurses – consultation & enablementenablement

0102030405060708090

100

200620072008benchmark

GP scores comparedGP scores compared

0

10

20

30

40

50

60

70

80

90

100

Q2 Q3 Q4 Q5 Q7Q8a Q8b Q9

Q10a

Q10b

Q10c

Q10d

Q10e

Q10f

Q10g

Q10h

Q11a

Q11b

Q11c

2006 2007

2008 2008

benchmark

GPs - frequency of visitsGPs - frequency of visits

0

10

20

30

40

2005 4 23 29 22 22

2006 4 25 27 23 21

2007 5 26 35 18 16

2008 7 24 33 18 18

None Once or twice Three or four times Five or six times Seven times or more

Access – opening hoursAccess – opening hours• 79% of patients were satisfied with the current surgery hours79% of patients were satisfied with the current surgery hours

• Additional hours suggested (with no of pt responses) were: Additional hours suggested (with no of pt responses) were: weekends (176), evenings (135), mornings (33) & lunchtimes weekends (176), evenings (135), mornings (33) & lunchtimes

(12 (12

0

20

40

60

2005 0 1 14 37 36 12

2006 0 2 12 32 37 17

2007 1 2 17 36 33 12

2008 0 2 19 39 28 12

very poor poor fair good very good excellent

Access - availability of particular Access - availability of particular GPGP

•1 in 3 same day1 in 3 same day•1 in 10 by next working day1 in 10 by next working day•1 in 5 within 2 working days 1 in 5 within 2 working days •40% marked satisfaction as either good, very good or excellent40% marked satisfaction as either good, very good or excellent•Highest satisfaction response category was “fair”Highest satisfaction response category was “fair”

0

10

20

30

40

2005 1 10 23 25 18 13

2006 1 12 32 18 21 17

2007 3 13 25 20 18 11

2008 5 17 26 17 12 11

very poor poor fair good very good excellent

Access – availability of any GPAccess – availability of any GP• 1 in 2 same day1 in 2 same day• 1 in 6 by next working day1 in 6 by next working day• 1 in 8 in two working days1 in 8 in two working days• 75% of patients marked their satisfaction as good, very 75% of patients marked their satisfaction as good, very

good or excellentgood or excellent

0

10

20

30

40

2005 1 3 14 24 22 28

2006 1 5 15 20 30 29

2007 0 7 19 19 24 26

2008 3 6 16 23 26 25

very poor poor fair good very good excellent

Access - seeing a GP urgentlyAccess - seeing a GP urgently• 93% said yes93% said yes

• 29% had never requested an urgent appointment29% had never requested an urgent appointment

Urgent availabilityUrgent availability No of ptsNo of pts

YesYes 256256

NoNo 2020

Don’t know / never needed Don’t know / never needed toto

111111

Access – waiting times in practiceAccess – waiting times in practice

• 53% satisfied with waiting times (good or better)53% satisfied with waiting times (good or better)• Majority marked satisfaction as “fair”Majority marked satisfaction as “fair”• 11% dissatisfied 11% dissatisfied

0-5 mins

6-10 mins

11-20 mins

21-30 mins

>30 mins

Access - phoning the practiceAccess - phoning the practice • 84% rated satisfaction with phoning the 84% rated satisfaction with phoning the

practice positivelypractice positively

0

10

20

30

40

2005 0 1 10 32 31 21

2006 1 1 9 28 33 25

2007 2 1 12 27 36 20

2008 0 4 12 35 30 19

very poor poor fair good very good excellent

Access - phoning doctor for Access - phoning doctor for adviceadvice • 46% had never tried phoning the doctor for advice46% had never tried phoning the doctor for advice

• Of those who had, 75% rated their satisfaction Of those who had, 75% rated their satisfaction positivelypositively

0

20

40

60

2005 1 3 8 17 11 8 52

2006 1 2 7 19 15 8 48

2007 2 3 9 21 17 4 44

2008 4 8 12 35 25 16 46

very poor

poor fair goodvery good

excellent

never tried

Continuity – seeing a usual doctorContinuity – seeing a usual doctor • 69% of patients saw their usual doctor most of the time69% of patients saw their usual doctor most of the time• 29% almost never or never saw their usual GP29% almost never or never saw their usual GP• 74% of patients rated their satisfaction positively74% of patients rated their satisfaction positively

0

10

20

30

40

2005 1 3 16 27 30 23

2006 1 2 15 26 34 22

2007 2 6 13 33 27 18

2008 2 5 19 30 25 19

very poor poor fair good very good excellent

GPs – consultation & enablement GPs – consultation & enablement

0102030405060708090

2005200620072008benchmark

Overview of Practice resultsOverview of Practice resultsSatisfaction with…………..Satisfaction with………….. 200200

6620072007 20082008 20072007

BenchmarkBenchmark

ReceptionistsReceptionists 8989 8686 8484 7777

opening hoursopening hours 7171 6767 6565 6767

availability of particular doctoravailability of particular doctor 5959 5656 5151 6060

availability of any doctor/nurseavailability of any doctor/nurse 7171 6969 6868 6969

waiting times in practice to see waiting times in practice to see doctor/nursedoctor/nurse

5858 5656 6161 5757

phoning though to practicephoning though to practice 7474 7171 7070 5959

phoning through to doctor/nurse for advicephoning through to doctor/nurse for advice 6666 6161 6363 6161

continuity of carecontinuity of care 7171 6767 7171 6969

Doctor/nurse’s questioningDoctor/nurse’s questioning 8181 8181 8383 8181

how well doctor/nurse listenshow well doctor/nurse listens 8484 8484 8484 8484

how well doctor/nurse puts patient at easehow well doctor/nurse puts patient at ease 8484 8282 8484 8484

how much doctor/nurse involves patienthow much doctor/nurse involves patient 8383 8080 8383 8181

Doctor/nurse’s explanationsDoctor/nurse’s explanations 8383 8282 8484 8383

time doctor/nurse spendstime doctor/nurse spends 8080 7676 8080 8080

Doctor/nurse’s patienceDoctor/nurse’s patience 8484 8181 8484 8484

Doctor/nurse’s caring and concernDoctor/nurse’s caring and concern 8383 8181 8383 8484

understanding problem after seeing understanding problem after seeing doctor/nursedoctor/nurse

6969 6868 6666 6969

ability to cope w problem after seeing ability to cope w problem after seeing doc/nursedoc/nurse

6666 6161 6565 6666

ability to keep healthy after seeing ability to keep healthy after seeing doctor/nursedoctor/nurse

6363 5757 6262 6262

Patient CommentsPatient Comments

•41% of patients surveyed made comments41% of patients surveyed made comments

•In total 443 separate comments were made:In total 443 separate comments were made:

54%54% positive things about healthcare positive things about healthcare

34%34% suggestions for improvement suggestions for improvement

Suggestions for ImprovementsSuggestions for Improvements1)1) I think we should all be asked to pay £5 for every visit we have with a doctorI think we should all be asked to pay £5 for every visit we have with a doctor

2)2) This is impossible I know, but longer appointments would be good.This is impossible I know, but longer appointments would be good.

3)3) Better feedback on blood test results, more involvement from doctors. Better feedback on blood test results, more involvement from doctors. Probably - weekend surgery will be helpful for those unable to get off from Probably - weekend surgery will be helpful for those unable to get off from work.work.

4)4) More flexible opening hours.More flexible opening hours.

5)5) Preventive care, e.g cholesterol and other checks as routine, not needing to Preventive care, e.g cholesterol and other checks as routine, not needing to ask for them ask for them

6)6) Email link: for example to send repeat prescriptionEmail link: for example to send repeat prescription

7)7) Opening hours to be more convenient for those in full time employment Opening hours to be more convenient for those in full time employment

8)8) The waiting time for emergency GP should be improved.The waiting time for emergency GP should be improved.

9)9) I don't really like my name being displayed but I can't think of any other way I don't really like my name being displayed but I can't think of any other way of alerting me other than a personal buzzer system. As in the Whittington of alerting me other than a personal buzzer system. As in the Whittington hospital outpatients pharmacy.hospital outpatients pharmacy.

10)10)The amount of time waiting to be seenThe amount of time waiting to be seen

11)11)Internet appointment booking system would be helpful to manyInternet appointment booking system would be helpful to many

12)12)An indication of waiting time would help An indication of waiting time would help

13)13)A regular family planning clinic and women’s health clinic would be useful. A regular family planning clinic and women’s health clinic would be useful.

More Suggestions for More Suggestions for ImprovementImprovement

1)1) A water drinking fountain would be greatA water drinking fountain would be great

2)2) Whenever you have to give a urine sample, you have to give it openly to the Whenever you have to give a urine sample, you have to give it openly to the receptionists, This is A) Not very private and B) Unhygienic - the receptionists handle receptionists, This is A) Not very private and B) Unhygienic - the receptionists handle the pots then other things. the pots then other things.

3)3) There is no soap in the ladies (never has been)There is no soap in the ladies (never has been)

4)4) Keep listening to your patients and thinking of ways to improve - particularly on time it Keep listening to your patients and thinking of ways to improve - particularly on time it takes to see a doctortakes to see a doctor

5)5) A more positive attitude towards alternative therapies would be appreciated.A more positive attitude towards alternative therapies would be appreciated.

6)6) My GP must give me blood counting strip to monitor my blood count & blood pressure My GP must give me blood counting strip to monitor my blood count & blood pressure rather coming to book for the nurse.rather coming to book for the nurse.

7)7) There's a sign saying: no mobile phones. And yet mobile phones are frequently used in There's a sign saying: no mobile phones. And yet mobile phones are frequently used in the waiting room. Either the sign should go, or people - when using mobile phones the waiting room. Either the sign should go, or people - when using mobile phones should be asked not to do so.should be asked not to do so.

8)8) The fish tank is to small for the fish, they look sadThe fish tank is to small for the fish, they look sad

9)9) It would also be good to have ante natal/post natal groups like the practice in Crouch It would also be good to have ante natal/post natal groups like the practice in Crouch End (middle lane) where mums get to meet up regularly & support each other.End (middle lane) where mums get to meet up regularly & support each other.

10)10) It would be nice to have more books/toys/games for children (there are some that can It would be nice to have more books/toys/games for children (there are some that can be fixed to the floor to prevent stealing!)be fixed to the floor to prevent stealing!)

11)11) It is vital that appointment times are kept, as parking is next to impossible.It is vital that appointment times are kept, as parking is next to impossible.

12)12) Self check-in is in wrong place people just walk by it.Self check-in is in wrong place people just walk by it.

13)13) Loos a bit grim, discreet place for breast feeding would be good, and water made Loos a bit grim, discreet place for breast feeding would be good, and water made available and better baby changing facilities available and better baby changing facilities

Positive commentsPositive comments““For the past 25 years my family and I have been attending this Health Centre and have always For the past 25 years my family and I have been attending this Health Centre and have always

been treated with the utmost respect and efficiency. Brilliant staff too”been treated with the utmost respect and efficiency. Brilliant staff too”

““Excellent Health Centre-run efficiently - great doctors & reception. Credit to their profession”Excellent Health Centre-run efficiently - great doctors & reception. Credit to their profession”

““I really like that you are able to call in the morning and book a same day appointment”I really like that you are able to call in the morning and book a same day appointment”

““I think the ability to get an appointment is very good and the level of service by the I think the ability to get an appointment is very good and the level of service by the receptionists is excellent”receptionists is excellent”

““I’m particularly inspired by the concern of the nursing care.”I’m particularly inspired by the concern of the nursing care.”

““Text messages to remind of appointments!”Text messages to remind of appointments!”

““The new caller waiting/queueing system is very good as is self check in”The new caller waiting/queueing system is very good as is self check in”

““1) Near my home 2) Receptionists-Doctors-Nurses EXCELLENT 3) This medical centre is clean - 1) Near my home 2) Receptionists-Doctors-Nurses EXCELLENT 3) This medical centre is clean - well managed properly lit - homely atmosphere”well managed properly lit - homely atmosphere”

““Able to see the same doctor on a regular basis and build a "health related" relationship, not Able to see the same doctor on a regular basis and build a "health related" relationship, not having to explain personal circumstances to a variety of different doctors builds my having to explain personal circumstances to a variety of different doctors builds my confidence on my own doctor.”confidence on my own doctor.”

““This is a really great practice & we ar lucky to be on the books. The receptionists are This is a really great practice & we ar lucky to be on the books. The receptionists are exceptional.”exceptional.”

““If there was a better surgery I would be very surprised. All the guys here do a great job.”If there was a better surgery I would be very surprised. All the guys here do a great job.”

Corker commentsCorker comments

““Should improve my diet - eating too Should improve my diet - eating too much cakes and butter”much cakes and butter”

““Most NHS practitioners - doctors nurses Most NHS practitioners - doctors nurses etc work under stress. This can only etc work under stress. This can only be improved by government policy be improved by government policy and less management, more time for and less management, more time for patients, and I don’t work in the NHS”patients, and I don’t work in the NHS”

““I think we should all be asked to pay £5 I think we should all be asked to pay £5 for every visit we have with a doctor”for every visit we have with a doctor”

Action PlanAction PlanPatient Information & AwarenessPatient Information & Awareness

Action PlanAction PlanPremises & EquipmentPremises & Equipment

Action PlanAction PlanNew / Altered ServicesNew / Altered Services

Systems & OrganisationSystems & OrganisationAction PlanAction Plan

Systems & Organisation continued…Systems & Organisation continued…

THE END....THE END....