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Practice Survey Findings 2012- 13 Lodge Surgery, Normandy Road, St Albans, Hertfordshire AL3 5NP Highfield Surgery, 1 Jacob Court, 61 Russet Drive, St Albans, Hertfordshire AL4 0AY Tel: 01727 853107 Fax: 01727 862657 www.lodgesurgery.co.uk. Objectives of the Presentation.
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Practice Survey Findings 2012- 13 Lodge Surgery, Normandy Road, St Albans, Hertfordshire AL3 5NP Highfield Surgery, 1 Jacob Court, 61 Russet Drive, St Albans, Hertfordshire AL4 0AY Tel: 01727 853107 Fax: 01727 862657 www.lodgesurgery.co.uk
Objectives of the Presentation • To update about Patient Reference Group (PRG) status. • To share the 2nd Practice Survey process and findings. • To share the comments/suggestions from patients. • To share the Action Plan 2012-13 Progress. • To share the Action Plan 2013-14
Patient Reference Group (PRG) • As at 31 January 2013, we have 34 patients as our Patient Reference Group (PRG) members. • Last year, as at 16 January 2012, we had 26 patients as our PRG members
Practice Survey 2012-13The Process • An action plan was developed in order to conduct the 2nd Practice Survey 2012-13. • A patient survey questionnaire was developed focusing on ‘Clinical care’, which was subsequently shared with the Practice’s Clinical staff and with PRG members. • The survey questionnaire was subsequently revised and finalised.
Practice Survey 2012-13The Process • The survey was conducted by distributing paper copies to patients attending the Practice between 8 -19 October 2012. • In total of 500 paper copy questionnaires were distributed (350 copies at Lodge and 150 copies at Highfield surgery). • In total 412 patients responded. • The data was analysed during February 2013.
How easy did you find it to get through to the Practice by using the phone?
Did you receive a text message to remind you about today’s appointment?
Number of respondents seen by different doctors and others between 8th-19th Oct 2012
Based on the overall consultation, please rate the doctor’s communication skills
I have been a user of Lodge surgery for about 32 years and have always been satisfied for both my family and myself with the excellent, professional, medical staff here and over the last few years, Highfield as well. It is an excellent GP practice! The phone lines are much better now and it is easier to get through. The whole building feels a lot more welcoming and fresh due to refurbishment! My family joined your surgery at HF as it is local to us. However, we hardly ever get appointments there and must travel to the Lodge. Today it took over 25 min by car. We hope that the garden/outside flower beds will be maintained. It used to be very pretty but is looking a bit scruffy! Comments From Patients The Practice
Reception staff are very good, always tries to listen. Excellent receptionist! The staff members are always nice and cheerful and helpful too. I have been coming to the Lodge for a long time now and the receptionists are very welcoming and friendly. I find it very difficult to make appointments as receptionists ask lot of questions of which some I would not like to discuss with others than the Dr. Comments From Patients Reception
Dr x is a lovely warm friendly doctor who explained everything very clearly and calmly. Dr x is a lovely doctor and is very welcoming and listens-rather than rushing through the appointment. Nurse x, I have been seen today has been very helpful as I had some concerns over the whooping cough. She took a lot of time to look in to it for me and telephoned me with information and to re-book. Dr x has a very informative yet approachable manner. I have some resentment about other doctors who do not have communication and empathy skills. Your trainee doctors are not always well informed. Comments From Patients Doctors/Nurses
The waiting time of 45 min was unacceptable, realise that emergencies can occur but that did not happen today? An appointment system should run more to the allotted time for both the GP and the patient. A 30 min wait for a self employed is frustrating- always likely to be happening- the challenge of managing 10 min appointment! Long waiting time to see a specific doctor. Waiting time too long. Appointment time too short! It would be helpful to receive an accurate waiting time on the screen or know where on the list you are. A rather long wait for a 2 minutes flu jab! Comments From Patients Waiting Time
It can be difficult to see the same doctor twice. Often get told to ring on the day but then with on day/emergency appointments no choice of who you see. All doctors are good so quality of care is consistent but you can end up explaining the problem repeatedly. Some consistency with doctors would be nice. I seem to see a different one each time, there is no continuity or relationship. I prefer to see the same doctor if possible as it saves time explaining. Unless you need an emergency appointment you could wait weeks before seeing a specific doctor. It also seems to be lot of locum doctors here. It would be good if you had a regular doctor. Comments From Patients Continuity of Care
Make online appointment booking easier to do. I have tried and never get to the second page. More on the day appointments for children. It would be good to be able to book appointments further ahead. It would be nice to be told when checking in if the Dr is running late. Have more late night and Saturday slots. Suggestions from patientsAppointments
Returning the toys to the waiting area would make the wait to see the doctor more bearable when waiting with small children. A small bookshelf as with a selection of children’s books in the waiting room would be nice. A blood pressure monitoring machine in the waiting room. More reading material, less SAGA mags!! Suggestions From PatientsWaiting Room
Repeat prescription service online. Telephone call back system needs to be set with nurses as well (like doctors). Have a board in the reception area with the GPs and the nurses, receptionists’ photos with their names attached so patients can see who they are speaking with. Take blood samples on site. The front automatic door to have opening times displayed for patients. Suggestions from patientsOther Issues
