1. Westerham and Sundridge Surgeries GP Practice/PPG Patient Survey Results January 2015 Prepared for Margaret Hickmott-Stapley Confidential: Not to be copied or distributed without permission

2. Survey Objectives 1.Gather a broad range of patient views about the practice 2.Develop an Action Plan to address patient needs and suggestions

3. What was done and when? The survey was conducted between October 2014 and November 2014 Paper surveys were available in each of the practices Patients could also complete the survey online A total of 64 responses were received The number of registered patients for Westerham and Sundridge Surgeries is 8426 representing a response rate of 0.75%

4. Headlines (1 of 2) Over 64% the respondents describe their overall experience of their GP practice as “excellent” and 31% describe it as “good”. Most patients obtain information about the practice via telephone, from reception and the practice website. Around 91% of respondents know about telephone consultations and online repeat prescriptions. However 25% 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 some patients would like a physiotherapist on site. 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 were mentioned most frequently by 50% – The blood testing and prescription system were also noted by 22%

6. RESPONDENT PROFILE

7. There was a good mix of male and female respondents and a wide range of age groups Base: QD1 Gender: all responding: 64; QD2 Age: all responding: 59 Gender Age

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 64; QD4 Disability: all responding 55

9. Around two thirds of respondents attend the Westerham practice more regularly Base: Q1 Practice most regularly attend: all respondents 64 Q1. Which practice do you most regularly attend?

10. D ETAILED R ESULTS

11. Over half the respondents describe their experience of their GP practice as “excellent” and a third as “good” Base: Q10 Overall experience of practice: all responding: 59

12. The chart below details the results from the GP National Patient Survey Jan-Sep 2014 For full details of the GP National Patient Survey please visit: http://results.gp-patient.co.uk/report/10/result.aspx Base: 134

13. Most patients obtain information about the practice via telephone and from notice boards and the practice website Base: Q2 Source of information: all responding 63

14. Around four-fifths are aware of telephone consultations and online repeat prescriptions although a third are not aware of the practice information booklet Base: Q3 Awareness of services: all responding 64 Q3. Which of the following are you aware of?

15. The majority of respondents believe the practice provides the range of health services they need Base: Q4 All responding: 62 Q4. Does the practice provide the range of health services you need?

16. Other Health Services Respondents were asked what services are missing if the practice does not provide the range needed. Most commonly mentioned was an on-line appointment booking 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. Base: Q5 All responding 18

17. The ability to book telephone consultations and order repeat prescriptions is deemed most important Mean score out of 6: the lower the score, the more important the priority Base: Q6 All responding: 61 % ranked as 1st 63% 47% 78% 47% 42% 22%

18. Improvements based on Priorities The most frequently mentioned improvement is that none are needed (10 respondents). Other mentions include: – Improvements to the system for booking appointments either by telephone or online (16 respondents) – Improved waiting areas/interiors including ventilation (7 respondents) – More privacy in reception/waiting areas and when on the telephone (2 respondents) – Extended hours (6 respondents) Base: Q7 All responding: 39

19. Other Improvements The most frequently mentioned improvement is to improve communication i.e. regarding test results and whether the doctors are running late. 4 respondents indicated no improvements are needed. Other mentions include: – Extended/opening hours (6 respondents); – And improved/increased parking (5 respondents). Base: Q8 All responding: 25