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Potterells Medical Centre Patient Participation Group

Potterells Medical Centre Patient Participation Group. Welcome and thank you for being involved!. The PPG. Formed over the past 12 months 45 members so far Recruited through Notices in the surgery, the practice newsletter and during the survey

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Potterells Medical Centre Patient Participation Group

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  1. Potterells Medical CentrePatient Participation Group Welcome and thank you for being involved!

  2. The PPG • Formed over the past 12 months • 45 members so far • Recruited through Notices in the surgery, the practice newsletter and during the survey • We would like more participants so please encourage your friends to be involved!

  3. Practice demographics Registered Patients Potterells Registered Patients University • 8058 7418 • Female Male • 0 – 5 years 179 196 • 6 – 16 years 518 516 • 17 – 30 years 4001 4416 • 31 – 64 years 1953 2182 • > 65 years 798 718

  4. Practice Opening Times • Our opening hours are as follows:- • Monday 8.00 am – 9.00 pm • Tuesday 8.00 am - 6.30 pm • Wednesday 8.00 am - 6.30 pm • Thursday 8.00 am - 6.30 pm • Friday 8.00 am - 6.30 pm • Alternate Saturday for routine booked appointments 8.30 am – 11.00 am

  5. Out of Hours • Various numbers used depending on time of closure i.e. afternoon training or OOH are as follows:- • Spring House - 01707 294354 • Herts Urgent Care - 03000 333333 • NHS Direct - 0845 4647

  6. Patient Survey • We sought the views of our Patient Participation Group (PPG) via email before we undertook the patient survey. • Kindly one member of the group undertook re-designing the form. • Two hundred and fifty surveys were handed out to various patients over a period of 2 months

  7. Age of patients completing survey • The survey was completed by :- • 0 – 5 years 5(completed by parent/guardian) • 6 – 16 years 6 • 17 – 30 years 30 • 31 – 64 years 140 • > 65 years 62 • Total 243 completed

  8. How were you treated by receptionists? 90% excellent, good or very good Practice Hours? 90% excellent, good or very good Can you be seen urgently on the same day? 95% said yes How quick to see a PARTICULAR doctor? 5 + days (55%) How quick to see ANY doctor? 78% excellent, good or very good How long do you wait for Consultation to begin? On average 11-20 mins (55% satisfied) Results

  9. CONSULTATION AREAS • How thoroughly doctor asks about symptoms? 80% very good/excellent • How well the doctor listened to what you say? 80% very good/excellent • How well doctor put you at ease? 80% very good/excellent • How well the doctor involved you in decisions? 85% very good/excellent • How well doctor explained the problem? 80% very good/excellent • Amount of time doctor spent with you? 80% very good/excellent • The doctors’ patience with your questions? 90% very good/excellent • The doctor’s caring and concern? 85% very good/excellent

  10. HOW YOU FEEL AFTER SEEING DOCTOR? • Ability to deal with your illness • Much more 58% • A little more 28% • The same or less 15%

  11. IS THERE ANYTHING PARTICULARALY GOOD ABOUT YOUR HEALTH CARE? – PATIENTS COMMENTS • Relaxed never feel rushed • It is extremely efficient. I feel extremely lucky to be a patient in this practice • Is there any way to avoid always having to use the emergency booking facility for same day service? • Available for our needs. • Good doctors • Compared with other people I am so lucky health wise • Can always see a doctor at short notice • All the doctors are helpful and sympathetic

  12. IS THERE ANYTING THAT COULD BE IMPROVED? • Times surgery open e.g. weekends • Time you wait for consultation. I realise this may be because of patients running over their consultation time. • The radio in the reception is very loud and irritating • The music in the waiting room • Illness doesn’t respect weekends

  13. Suggestions for improvements (2) • More telephone appointments. • Appointments outside working hours • Reception to speed up • Receptionists to speed up • Answer phones more quickly • Nice to see the same doctor twice!

  14. ANY OTHER COMMENTS • Not to overload surgery • Numbering system in the waiting room • Issues around non local health services in the future • All staff are kind, fair and supportive – service is excellent

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