Confidential: Not to be copied or distributed without permission

1. Westerham and Sundridge SurgeriesGP Practice/PPG Patient Survey ResultsJanuary 2013Prepared for Margaret Hickmott-Stapley Confidential: Not to be copied or distributed without permission

2. Survey Objectives • Gather a broad range of patient views about the practice • Develop an Action Plan to address patient needs and suggestions

3. What was done and when? • The survey was conducted between 24th October and 31st December 2012 • Paper surveys were available in each of the practices • Patients could also complete the survey online • A total of 220 responses were received • 56 were completed on paper • 164 were completed online • The number of registered patients for Westerham and Sundridge Surgeries is 8,219 representing a response rate of 2.7%

4. Headlines (1 of 2) • Over half the respondents describe their overall experience of their GP practice as “excellent” and a third describe it as “good”. • Most patients obtain information about the practice via telephone, from notice boards and the practice website. • Around four-fifths or respondents know about telephone consultations and online repeat prescriptions. However a third are not aware of the practice information booklet. • The majority of respondents believe the practice provides the range of health services they need although when asked what is missing most commonly mentioned is a better/improved appointment system. • Of the services listed, the ability to book telephone consultations and the provision of practice information is deemed most important by respondents.

5. Headlines (2 of 2) • Overall more respondents indicate no improvements are necessary than any single other item. • The most frequently mentioned area in need of improvement is the system for booking appointments including the telephone system, better access to appointments in advance and priority for children in advance • In terms of areas that are particularly good: • The staff (nurses and receptionists) were mentioned most frequently • The GPs were identified by 29 respondents as being particularly good.

6. RESPONDENTPROFILE

7. There was a good mix of male and female respondents and a wide range of age groups Gender Age Base: QD1 Gender: all responding: 204; QD2 Age: all responding: 203

8. About 1 in 10 have children under 16 years at home. A third indicate they have a disability and almost a fifth indicate someone else in the household does Children Under 16 years at Home Disability Base: QD3 Children under 16 at home: all responding 195; QD4 Disability: all responding 198

9. Around two thirds of respondents attend the Westerham practice more regularly Q1. Which practice do you most regularly attend? Base: Q1 Practice most regularly attend: all respondents 220

10. Detailed Results

11. Over half the respondents describe their experience of their GP practice as “excellent” and a third as “good” Friendly efficient doctors, nurses and staff…it’s great. All the doctors I have met have been excellent and I am very impressed by their professionalism and very importantly – people skills. Base: Q10 Overall experience of practice: all responding: 204

12. The chart below details the results from the GP National Patient Survey Jan-Sep 2012 For full details of the GP National Patient Survey please visit: http://results.gp-patient.co.uk/report/10/result.aspx Base: 138

13. Most patients obtain information about the practice via telephone and from notice boards and the practice website Most frequently mentioned is practice booklet (6 respondents). Base: Q2 Source of information: all responding 212

14. Around four-fifths are aware of telephone consultations and online repeat prescriptions although a third are not aware of the practice information booklet Q3. Which of the following are you aware of? Base: Q3 Awareness of services: all responding 212 - 218

15. The majority of respondents believe the practice provides the range of health services they need Q4. Does the practice provide the range of health services you need? Base: Q4 All responding: 214

16. Other Health Services • Respondents were asked what services are missing if the practice does not provide the range needed. • Most commonly mentioned was a better/improved appointment system. • Other comments include: • Regular appointments/checks with nurses/GPs for those with long term conditions/chronic health issues. • Access to other therapies including: physiotherapy; chiropractic services; chiropody; cryo treatment; osteopathy. Being able to book an appointment with your chosen GP without having to suffer BOOK ON THE DAY. Base: Q5 All responding 31

17. The ability to book telephone consultations and provision of practice information is deemed most important % ranked as 1st Mean score out of 6: the lower the score, the more important the priority 62% 45% 53% 40% 47% 20% Base: Q6 All responding: 154 - 207

18. Improvements based on Priorities • The most frequently mentioned improvement is that none are needed (28 respondents). • Other mentions include: • Improvements to telephone system for booking appointments (27 respondents) • Improved waiting areas/interiors including ventilation (10 respondents) • More privacy in reception/waiting areas and when on the telephone (8 respondents) • More information provided regarding services (7 respondents) Drinking water in waiting room. Better training of reception staff. A smile would go a long way... Confidentiality in waiting area somehow needs to be better so whole waiting room don’t hear personal details of requests made to receptionists. The appointment system to have to ring at 8 in the morning and wait and wait….and then be told all appointments have gone. Base: Q7 All responding: 121

19. Other Improvements • The most frequently mentioned improvement is to improve the appointment booking system including the telephone system, better access to appointments in advance and priority for children in advance (28 respondents). • 20 respondents indicated no improvements are needed. • Other mentions include: • Staff manner - especially reception staff (7 respondents); • And improved/increased parking (5 respondents). Go back to old appointment system, it’s so daft that if I need a quick appointment I now almost certainly go to A&E minor injuries unit. To be able to get appointments when necessary, my daughter could not get urgent appointment in the end and had to go to PRU hospital A&E and had appendicitis. Base: Q8 All responding: 103

20. Anything Good? • The staff – nurses and receptionists – were mentioned most frequently as being particularly good (33 respondents) • The GPs were identified by 29 respondents as being particularly good. • Other mentions include: • On the day appointments (12 respondents) • Telephone consultations (8 respondents) • Quality of care (8 respondents) • Online repeat prescriptions (7 respondents) The staff are helpful and I find it reassuring knowing that I can always get an appointment the same day in an emergency. I think the staff are very pleasant and helpful and the doctors are very approachable. Base: Q9 All responding: 124

21. Other Comments • Other comments include most of the previously mentioned themes: • Excellent practice overall (13 respondents) • Staff are all good (5 respondents) • Improvements to booking appointments (9 respondents) A friendly, helpful little practice that provides a great service. Find ways for less waiting: both to get an appointment and then to receive it. Find having to ring very early in the morning to try and get an appointment when the line is constantly busy very stressful when ill, usually all appointments gone when you do finally get through. Base: Q11 All responding: 54