1. Cedars Surgery Patient Survey Results March 2012 Confidential: Not to be copied or distributed without permission

2. Objective Purpose of this survey is to 1.Gather a broad range of patient views from within the practice via a short questionnaire 2.Develop an Action Plan to communicate, via the Practice website, what will be done to address patient needs and suggestions gathered via the questionnaire

3. What was done and when? Between 23 rd February 2012 and 15 th March 2012 – Handed out/ available in the Practice – Sent to a random sample of patients’ home address – Posted on Practice website to be completed online How many – 169 responses collected – vs. 8217 patients registered

4. Headlines Key findings – Overall, strong endorsement of service provided. – The telephone system, appointment protocols and opening hours are creating a bottle-neck and then frustration with the Practice. – Patients appear keen to use online services more, in particular on-line booking of appointments and repeat prescriptions. – A strong message in favour of more and better communication from the Practice about services available. – Waiting Room and Reception environment is important to patients and many would like to see it improved.

5. Nearly three-quarters of responses came from Westerham patients

6. More than 9 out of 10 patients describe their experience as Excellent or Good

7. 2 in 3 responses were from patients aged 55 and older and there was a good representation of male and female patients

8. Relatively few participants had under 16s in the household(reflective of the older age profile) whilst just over half have a long term illness in the household

9. There is relatively low awareness of some of the practices services, particularly the website/ online functionality

10. Telephone dominates as a source of information but many patients are eager to use other sources “Keep information online and in the booklet more up to date. Information about the practicing doctors is out of date in many areas.”

11. There is very high satisfaction with the range of services provided

12. Greatest importance is attached to the availability of telephone consultations, as well as online self-service and some basic practice-specific information Mean Score based on a scale 1 – 6 where 1 is most important and 6 is least important

13. Please describe what improvements you would like the practice to consider? Flexibility in appointments is fundamental, there is a hunger for information and communication and a pleasant environment. # Information # Opening hours # Appointments # Decor Comment Count: Appointments 40, Information 16, Decor 14, Opening hours 12, Car parking 6, Privacy 6, Misc. 6, Reception 6, Telephone answering 6, Prescriptions 5, Access 3 “GP appointment online would be good rather than having to do battle with the phone at 08:00 finally getting through by about 08:20 only to find that all the morning appointments have already gone.” “I should like to book appointments ahead - it is not always possible to do so currently. The telephone system is inadequate. I should like to get thro to the surgery more readily. It is not always possible for me to 'hold' on indefinitely.” “There are several services provided at the surgery which I had no idea were on offer such as ordering prescriptions on line. How do you let your patients know of the services you have on offer?” “The Sundridge noticeboard is crowded. It could be improved by grouping topics together and a little pruning. Have a look at the scope to improve communication with patients by the use of IT such as email.” “The practice should not close for lunch. The switchboard and reception should be manned at all times, like any other business. There should be no restrictions on the hours (apart from usual business hours) one has to phone to make appointments” “The waiting room is small and uninteresting - it has few magazines, little in the way of toys for children to play with and is dreary.”

14. Action Plan To reduce the number of lost appointments due to patients not attending. To increase the awareness of how patients can obtain information about the practice and it’s various services To renovate our practice booklet and make it easier for patients to find the information they need.