Patient Survey 2013/14

1. Patient Survey 2013/14 Appointment & GP Access

2. 2 part survey carried out between December 13 & January 14 • Much Wenlock & Cressage Patients Voice’ agreed survey topic and approved questions • Survey available at each surgery and via the Practice website • Survey advertised in the practice via posters and staff, in local parish magazines and via the Practice Website. • 158 responses received (24 via Practice website)

3. SECTION ONE: ACCESSING THE APPOINTMENT SYSTEM Q1 : How did you contact the surgery to make your appointment? 158 respondents answered this question

4. Q2: If making the appointment by phone how easy was it for you get through to the Practice: 132 respondents answered this question

5. Q3: How did you find the staff who dealt with your call or enquiry? 150 respondents answered this question

6. Q4: Did you feel you were treated as an individual and listened to? 150 respondents answered this question

7. Questions 5 & 6 related to patients awareness of services/groups

8. Q7: asked patients how they access information about the Practice and its services

9. SECTION TWO: GP ACCESS AND SERVICES Q8: when contacting the Practice did you require an appointment to be seen that day by a GP? 134 respondents answered

10. Q9: If you required an appointment that day did you receive one? Of the 80 respondents who requested a same day appointment, 71.25% received an appointment that day. Of the patients who weren’t able to obtain a same day appointment, 84.62% were offered a phone call from the Duty GP; 15.38% were offered a the nurse triage service.

11. Q11: If you requested an appointment for a future date, were you able to see a doctor within a suitable time period? 83 responses received. Of the 18 patients who felt the time period was unsuitable the longest wait for an appointment specified was 4 weeks

12. Q12: Did you request to see a GP of your choice? 126 responses received

13. Q13: If you requested a specific GP were you offered an appointment with that GP? Q14: If No to the choice of your requested GP were you given an alternative option that was acceptable to you? 12 patients indicated that they weren’t offered an appointment to see their GP of choice in Q13, however 31 responses were received in to Q14, of which 74.19% found the alternative offered acceptable to them.

14. Q15 : How satisfied were you with the treatment/advice you received at your appointment? 126 responses received

15. Q16: Did you feel you were treated as an individual and listened to? 124 responses received

16. Comparison of satisfaction with treatment results with Minor Ailments Survey carried out in March 2011 140 responses received for the Minor Ailments survey 126 responses received for the current appointment survey

17. Q17: Overall are you satisfied with the appointment service provided by the Practice? 125 responses received

18. Comparison of satisfaction overall 140 responses received for Minor Ailments survey 125 responses received for current appointment survey

19. SAMPLE OF COMMENTS RECEIVED:

20. Summary of Results 2013/14 Survey • Appointments Survey • 158 patients completed some or all of the survey • 77.85% contacted the practice by phone to make their appointment • 3.16% booked their appointment via the on-line booking system • 54.55% got through to the practice with one call • 27.27% got through after several attempts • 0.76% were unable to get through to the practice • 94% of patients who responded found the staff who dealt with their enquiry to be either helpful or very helpful • 92% of patients who responded felt they were treated as an individual and listened to by the reception staff. • 84% of patients who responded are satisfied with the appointment system

21. Summary of Results 2013/14 Survey • Access to GP Services Survey • 158 patients completed some or all of the survey • Of the patients who requested a same day appointment 71.25% received an appointment that day • Of those unable to obtain a same day appointment 84.62% were offered a phone call from the Duty Doctor; 15.38% were offered the nurse triage service • Of the patients who did not require an appointment that day, 78.31% were offered an appointment within a suitable time period • The longest wait for a routine, non urgent appointment was 4 weeks • 84% of patients who requested to see a specific doctor were given an appointment with the doctor of their choice • Of those who were unable to see a specific doctor; 74.19% were offered an alternative that was acceptable to them. • 95.52% of patients who responded were satisfied with the treatment/advice received • 95.16% of patients who responded felt they were treated as an individual and listened to.