The Blundellsands Surgery Patient Reference Group Questionnaire Results

1. The Blundellsands Surgery Patient Reference GroupQuestionnaire Results Monday, March 25th 2013 March 25, 2013

2. Agenda • Introductions • Survey details • PRG Questionnaire Presentation • Conclusions • Discussion • Actions • AoB March 25, 2013

3. Survey Details • Questions covered four key areas outlined in the initial meeting – • contacting the surgery, • access to appointments, • clinical care, • continuity of care • 610 questionnaires completed • 584 electronically & 29 by patients in reception • Surgery attempted to contact wide group of patient population, including, housebound patients, patients from different ethnic backgrounds, people with learning & visual disabilities March 25, 2013

4. Survey Details - continued • This presentation will focus areas of improvement • Appointments with nursing team, • Some areas of clinical care, explaining tests & involving patients. • Accessing appointments at peak times, • Knowledge of Out Of Hours Services • 610 questionnaires completed • 580 electronically & 29 by patients in reception • Surgery attempted to contact wide group of patient population, including, housebound patients, patients from different ethnic backgrounds, people with learning & visual disabilities March 25, 2013

5. Overall Levels of Satisfaction with The Blundellsands Surgery • 2012 and 2013 figures both show very high overall levels of satisfaction with the surgery March 25, 2013

6. Contacting the surgery the last 6 months – Main points • 82.7% (80% in 2012) of patients said it was very/fairly easy to get through to the surgery by phone; approx 13.1% (18% in 2012) said it was not very easy / not at all easy. • 87% (90% in 2012) of respondents found reception desk staff helpful & easy to deal with. 4.2% (4.4% in 2012) of patients found the reception admin team not very easy/not at all easy to deal with. • Over 63% (50% in 2012) of respondents had not tried contacting the practice via email March 25, 2013

7. Access to Appointments - Quick Appointments with Doctors March 25, 2013

8. Access to Appointments - Appointments with Doctors more than 2 days in Advance • Response rates very similar between the 2 years March 25, 2013

9. Access to Appointments – Quick Appointments with Nurses • Patients are finding it easier to get appointments with the nursing team within 2 days March 25, 2013

10. Access to Appointments - Appointments with Nurses more than 2 days in Advance • Patients are finding it easier to book appointments with the nursing team in advance March 25, 2013

11. Doctors’ Clinical Care March 25, 2013

12. Nurses’ Clinical Care March 25, 2013

13. Continuity of Care • Majority of patients remain at least satisfied with levels of continuity of care. • 36.3% (32.4% IN 2012) of patients answering the survey would not know how to contact the out of hours services. March 25, 2013

14. Patient comments • The Good • I moved to the Blundellsands surgery in the last 2 years or so and the difference from my old practice is remarkable - the waiting time is a lot shorter. Lovely friendly kind staff on reception - who are very helpful. The waiting room is enviting and the overall standard that I have recieved from my doctors as been very high. I cannot see myself ever moving away from this practice, so much so, i'm trying to get my fiance to move from his GP to Blundellsands surgery due to the lack of care and welcoming doctors in his. • I find the service at the Surgery excellent and would recommend practice to others. • Listening to stories of how difficult friends and family can find it getting an appointment with their Doctors I cannot fault my surgery. I have never been refused an emergency appointment for myself or my husband. The staff are always bery helpful and the level of care by the Doctors is 2nd to none. We feel very lucky to have such a great surgery. Keep up the good work. March 25, 2013

15. Patient comments • The bad • Over the years I have tried to make routine appointments for both myself and my family but find that sometimes Reception seem to prefer that you go to the Walk-In Centres instead of trying to make an appointment at the Doctors • The reception staff are very poor and can only described as job worth. I understand there is pressure from other people in the practice but they MUST learn to listen to concerns and find a solution • The Dr was running late for my last two morning appts - 20mins & 25mins. Whilst I appreciate an appt time is not "fixed", an overrun of 15+ mins is unacceptable. March 25, 2013

16. Patient comments • The mixed • It is ideal to be able to order prescriptions online could an online appointment system be set up to save time waiting on the phone? • I feel sometimes the reception staff can come across as very abrupt, you can also be made to feel as though you are putting them out rather than them being there to provide a very important service. I feel that sometimes this detracts from the excellent service provided by the extremely conscientious doctors. • Generally pleased with care received. However it would help to be able to see the same GP to discuss the same problem. This would improve continuity March 25, 2013

17. 2012 Survey Areas for Improvement • Appointments with nursing team Improved • Some aspects of Clinical care • Explaining tests; Improved • Involving patients; Improved • Access to appointments/contacting mixed surgery at peak times • Knowledge of out of hours services deteriorated March 25, 2013

18. Thank you for listening – over to you for questions and comments March 25, 2013