Westerham and Sundridge Surgeries Patient Survey Results January 2018 Prepared by Julia Leake

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

How and when? The survey was conducted between October 2017 and January 2018 Paper surveys were handed out at each of the practices by the receptionists A total of 90 responses were received, 45 from westerham patients and 45 from Sundridge patients.

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.

Headlines (2 of 2) In terms of areas that are particularly good: The most frequently mentioned area in need of improvement is the system for booking appointments including the telephone & online system, in particular the need for more same day emergency appointments came up in the majority of comments for improvements in both practices and also shorter wait times for non urgent appointments. In terms of areas that are particularly good: The staff were mentioned most frequently by over 70% Overwhelming praise for all doctors and patients and how proud people were of the practice and the service it provides. The text service was mentioned as an improvement in around 30% of responses Health Check invitations were also noted in around 20% of responses as a service that patients found particularly good. Dr. Skinner’s verucca and wart clinic was mentioned as an asset to the practice

RESPONDENT PROFILE

There was a good mix of male and female respondents and a wide range of age groups Gender Age

39% indicate they have a disability and a fifth indicate someone else in the household does

Exactly half of respondents attend the Westerham practice more regularly Q1. Which practice do you most regularly attend?

Detailed Results

Over two thirds the respondents describe their experience of their GP practice as “excellent” and over one third as “good”

Most patients obtain information about the practice via telephone and from reception and the practice website

Around four-fifths are aware of telephone consultations and over half were aware of online repeat prescriptions although just under half are not aware of the practice information booklet Q3. Which of the following are you aware of?

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?

Other Health Services Respondents were asked what services are missing if the practice does not provide the range needed. Comments include: Access to other therapies including: physiotherapy; chiropractic services; chiropody; osteopathy and a more holistic approach Requests for more phlebotomy sessions and also requests weekend surgeries were repeatedly asked for.

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

Improvements based on Priorities The most frequently mentioned improvement is that none are needed and patients were extremely satisfied with the practice. Other mentions include: Improvements to the system for booking appointments either by telephone or online More telephone appointments was repeatedly mentioned Improved waiting areas/interiors. Including better ventilation and automatic doors at entrance for disabled patients, and a larger waiting room in Sundridge, water coolers in waiting rooms. More privacy in reception/waiting areas and when on the telephone. Repeatedly noted was consultations in nurses room in Sundridge can be heard in waiting room.

Other Improvements More privacy in reception/waiting areas and when on the telephone. Especially noted was consultations in nurses room in Sundridge can be heard in waiting room. Extended hours (late nights and weekend surgeries) Improved parking facilities More minor ops in-house