1. PPG APPENDIX 2. PPG MIINUTES.. 31.01.12. PATIENT SURVEY 2011 PRELIMINARY FINDINGS 1

2. Preliminary findings Overall there is a high level of satisfaction However: Poor communications means that patients are not clear on Opening hours The triage process The out of hours arrangements Accessibility to doctor of your choice - continuity of care raised for on- going problems Accessibility for semi-urgent doctor appts (wanting to see a doctor not speak on phone) Lack of knowledge about internet access Concern about Private health care and how it fits with NHS practice 2

3. Number of Responses Survey fully completed by 397 patients Goring – 243 Woodcote – 154 A further 12 forms were submitted but were incomplete and could not be scored In addition to the tick boxes 200 comments have been recorded and summarised: Positive Feedback64 Service comments36 Appointments29 Receptionist19 Time in Waiting Room19 See own doctor16 Treatment out of hours11 Opening hours5 Hearing issues1 Grand Total200 3

4. How many responses did we need? Variability = the likelihood of strongly opposing views Response rates of public surveys 1-20% Our response rate (assuming a population of 9,000 = 4.4% 4

5. Who did respondents see? 16-2425-3435-4445-5455-6465+Grand Total Goring 56221835157243 Doctor44151229116180 GP Registrar1111610 Health Care Assistant11 Other1214 Phlebotomist11331927 Practice Nurse3221421 Woodcote 119222596154 Doctor117141777117 GP Registrar1124 Health Care Assistant11 Other11 Phlebotomist111012 Practice Nurse255719 Grand Total67314060253397 5

6. Breakdown by Gender FemaleMaleGrand Total Goring 143100243 Doctor11169180 GP Registrar8210 Health Care Assistant11 Other224 Phlebotomist121527 Practice Nurse101121 Woodcote 10054154 Doctor7938117 GP Registrar134 Health Care Assistant11 Other11 Phlebotomist5712 Practice Nurse13619 Grand Total243154397 6

7. Q1 - How would you rate the availability of the appointment you have attended today or your last appointment ? By % of all responses 7

8. Q1 - How would you rate the availability of the appointment you have attended today or your last appointment ? By % of age group 8

9. Q1 - How would you rate the availability of the appointment you have attended today or your last appointment ? Age Range Q116-2425-3435-4445-5455-6465+Grand Total Excellent137101676113 Very Good416141678119 Good 210121673113 Poor1 5381936 Very Poor 1314615 NA or Don't Know 11 Grand Total67314060253397 By number of responses 9

10. Q2 - How would you rate the time you have waited in our waiting room today or at your last attendance? By % of all responses 10

11. Q2 - How would you rate the time you have waited in our waiting room today or at your last attendance? By % of age group 11

12. Q2 - How would you rate the time you have waited in our waiting room today or at your last attendance? Age Range Q216-2425-3435-4445-5455-6465+Grand Total Excellent124463653 Very Good11761776108 Good231222 93154 Poor2 5593960 Very Poor 13 5514 NA or Don't Know 3148 Grand Total67314060253397 By number of responses 12

13. Q3 - How would you rate the quality of the care you received today or at your last contact? By % of all responses 13

14. Q3 - How would you rate the quality of the care you received today or at your last contact? By % of age group 14

15. Q3 - How would you rate the quality of the care you received today or at your last contact? Age Range Q316-2425-3435-4445-5455-6465+Grand Total Excellent15112326132198 Very Good5112132282135 Good8493253 Poor235 Very Poor112 NA or Don't Know44 Grand Total67314060253397 By number of responses 15

16. Q4 - How would you rate the ability to see the doctor of your choice? By % of all responses 16

17. Q4 - How would you rate the ability to see the doctor of your choice? By % of age group 17

18. Q4 - How would you rate the ability to see the doctor of your choice? Age Range Q416-2425-3435-4445-5455-6465+Grand Total Excellent4512115486 Very Good32291776109 Good2971968105 Poor19963358 Very Poor14171225 NA or Don't Know221014 Grand Total67314060253397 18

19. Q5 - How satisfied are you with the hours that the Practice is open? By % of all responses 19

20. Q5 - How satisfied are you with the hours that the Practice is open? By % of age group 20

21. Q5 - How satisfied are you with the hours that the Practice is open? By number of responses Age Range Q516-2425-3435-4445-5455-6465+Grand Total Excellent12411 5079 Very Good42151221103157 Good115141778116 Poor2261323 Very Poor111227 NA or Don't Know143715 Grand Total67314060253397 21

22. Q6 - How satisfied are you with the care that is offered by the Out of Hours Service? By % of all responses 22

23. Q6 - How satisfied are you with the care that is offered by the Out of Hours Service? By % of age group 23

24. Q6 - How satisfied are you with the care that is offered by the Out of Hours Service? By number of responses Age Range Q616-2425-3435-4445-5455-6465+ Grand Total Excellent13131624 Very Good14892951 Good316674265 Poor3352536 Very Poor12151221 NA or Don't Know33132131129200 Grand Total67314060253397 24

25. Q7 - What is your understanding of the Practice’s new “triage” system for seeking “same day” medical help or advice? By % of all responses 25

26. Q7 - What is your understanding of the Practice’s new “triage” system for seeking “same day” medical help or advice? By % of age group 26

27. Q7 - What is your understanding of the Practice’s new “triage” system for seeking “same day” medical help or advice? By number of responses Q716-2425-3435-4445-5455-6465+Grand Total Excellent26372745 Very Good1146146490 Good318111765105 Poor5841835 Very Poor215371836 NA or Don't Know239116186 Grand Total67314060253397 27

28. Q8 - How satisfied are you that the Practice’s new “triage” system meets your healthcare needs? By % of all responses 28

29. Q8 - How satisfied are you that the Practice’s new “triage” system meets your healthcare needs? By % of age group 29

30. Q8 - How satisfied are you that the Practice’s new “triage” system meets your healthcare needs? Age Range Q816-2425-3435-4445-5455-6465+Grand Total Excellent 25362945 Very Good2 57135683 Good2245135480 Poor 5551934 Very Poor2 311815 NA or Don't Know 39192287140 Grand Total67314060253397 By number of responses 30

31. Lessons Learned Calculate the response rate required and distribute questionnaires accordingly Avoid major public holidays Consider the most efficient way of distributing the questionnaires Consider a professional audit of the questionnaires before distributing Consider a professional review of the results for a view on statistical significance 31

32. Next Steps Agree an action plan Monitor implementation Plan an open meeting to present the results and the remedial action to be taken Consider the need for a further survey in 2012 Slide 32