Patient Survey Summary The Orient Practice July 2019

Background Patients from the Orient Practice were invited to take part in a survey to understand what they value most from their existing GP surgery and what should be taken into consideration when deciding on the future of their GP surgery The patient survey was live for a period of two weeks from 4th – 18th April 2019 and was available to complete online or in paper form available at the practice In total 254 patients responded to the survey The patient survey was broken down into eight different areas and the key findings have been summarised under each of the following headings: Appointments Digital Services Reception Patient registration Practice Location Patient Engagement Anything else Information about you

Appointments Digital Services 70% of patients felt that they were seen by the right practitioner relevant to their needs 48% of patients felt that it was very important to be able to see a Practice Nurse at their GP surgery. This was followed by: 42% for a Advanced Clinical Practitioner 34% for a Clinical Pharmacist 30% for a Health Care Assistant 28% for a Physician Associate Digital Services 69% of patients were aware of patient online services 30% of patients had experience of booking appointments online. This was followed by: 15% for online patient registration 11% for ordering repeat prescriptions 9% for viewing your medical record 2% for online triage and consultation too 23% of patients felt it was not important at all to have a video appointment with a GP or Practice Nurse. This was in contrast to 24% of patients who felt that it is very important.

Reception Patients were asked to comment on what is important to them when talking to or visiting the GP reception. Common themes have been summarised below: Right to privacy and confidentiality Being treated with respect Being addressed politely Ensuring staff behave in a professional manner Staff should be empathetic Ensuring full attention is provided Having a willingness to help Being efficient in dealing with patient queries

Patient Registration Practice Location 58% of patients would find it easier if they could complete registration online. This was followed by: 20% of patients would like to register with a GP surgery on the weekend 3% of patients would like to have an advocate/interpreter present to help with the registration process Practice Location 42% of patients would prefer to travel less than 1 mile to a GP surgery from where they lived. This was followed by: 28% of patients willing to travel 1 – 1.5 miles 12% of patients willing to travel more than 2 miles 11% of patients willing to travel 1.5 - 2 miles 53% of patients felt that it was very important to have a bus stop next to a GP surgery. This was followed by: 37% of patients said train/tube station 29% of patients said disabled parking 22% of patients said cycle rack

Patient Engagement 53% of patients preferred telephone as the main communication method with their GP surgery. This was followed by: 28% preferred text message 12% preferred email 3% preferred post 41% of patients would prefer to provide feedback about GP services via email. This was followed by: 23% said face-to-face meeting 14% said comments box in reception 3% said social media

Anything else Patients were asked to comment on anything else that should be taken into consideration when deciding on the future of the GP surgery. Common themes have been summarised below: Extended opening hours (late evenings and weekends) Shorter waiting times for appointments Having more interpreters available Ensuring patients receive regular communication regarding the future of the practice Ensuring patient care is not disrupted Ability to see the same GP Having a helpful reception team GP surgery to remain open

Information about you Gender: Age: Sexuality: Ethnicity: 64% Female 54% aged 30-44 24% aged 45-64 Sexuality: 76% Heterosexual Ethnicity: 24% British/English/Welsh/Northern Irish/Scottish 20% Any other white background