CMC 2013 PPG survey results Suggestions from January PPG meeting Survey live February/March 2013 On-line and in paper format - most surveys completed in paper. 208 responses (TGP 86; CRG 122) Practice results on internet 31 March 2013 and shared with PCT Mix of common and practice specific questions – following consultation with PPG in January.

Use of practice internet Current internet services not widely used

Internet – future development DoH keen for practices to offer more on-line services to patients particularly appointment booking ordering prescriptions. View records sometimes useful/very useful 68.1%; Order prescriptions sometimes useful/very useful 69.7%; % Book appointments sometimes useful/very useful 58.9%; % But need to be mindful of population who wouldn’t want to use these electronic services.

Educational sessions Other suggestions included: AF (atrial fibrillation) and heart problems Pain management Exercise classes Knee/hip problems Depression/mental health/Bi-polar Caring for a sick relative/care of elderly and how to manage their medical needs Blood disorders/clotting problems Liver problems CKD (chronic kidney disease) Fibromyalgia (muscle, tendon, ligament pain) (2) Arthritis/osteoporosis – and osteoporosis support group in Clevedon/Nailsea or Portishead as the 1/4ly one in WSM not convenient Parkinsons (2) Rheumatoid Arthritis (4) ASD (autism) Anxiety/panic attacks Sight Hearing loss Crohns disease Prostate cancer (2) Bone cancer (2) High blood pressure Note: numbers of responses not percentages

The PPG Need to promote the PPG more widely

TGP specific questions (1) Results are similar to 2012 survey. Plans to increase staff training and widen the scope of queries admin/reception staff can deal with.

TGP specific questions (2) Q9. In the last 6 months how have the following changed? Much easierSlightly easierNo changeSlightly harderMuch harderHaven't triedno reply Contacting the practice by phone8.14%15.12%45.35%6.98%9.30%4.65%10.47% Speaking to a GP by phone10.47%12.79%30.23%3.49% 30.23%9.30% Speaking to a nurse by phone0.00%8.14%24.42%0.00%3.49%51.16%12.79% Obtaining test results by phone6.98%8.14%40.70%4.65%2.33%24.42%12.79% Getting a same day appointment12.79%13.95%24.42%10.47%17.44%10.47% Getting a next day appointment9.30%10.47%19.77%8.14%26.74%16.28%9.30% Booking an appointment more than 2 days in advance4.65%16.28%19.77%8.14%24.42%19.77%6.98% Our own internal audit (4 weeks November 2012) showed that we had halved the number of patients who did not get an appointment the first time they phoned. More work to be done and is under constant review.

CRG specific questions (1) Q1. In the last 6 months how have the following changed? Much easierSlightly easierNo changeSlightly harderMuch harderHaven't triedNo reply Booking an appointment more than 2 days in advance9.02%15.57%27.05%3.28%9.02%24.59%11.48% Booking a next day appointment9.84%11.48%24.59%7.38%9.84%22.13%14.75% Booking a same day appointment24.59%14.75%22.13%7.38%13.93%6.56%10.66% Booking a telephone appointment with a Doctor19.67%18.85%16.39%1.64%4.92%26.23%12.30% Booking an appointment for the Treatment Room11.48%13.11%27.05%4.10%0.00%30.33%13.93% Booking a same day appointment is easier by 40% of respondents (25+15) and harder by 21% (14+7). The impact of open surgery is seen here. Booking telephone appointments with a Doctor is overall easier. But the results for appointment bookings >2 days in advance or next day are less clear.

CRG specific questions (2) The Open Surgery has been running continuously since May 2012, so it is good that 2/3 of our respondents had experience of it, and a further 13% were aware of it, but hadn’t used it. More work can be done to publicise the service.

Respondent demographics (1) Disability Yes 17.31% No 66.83% No reply 15.87% Gender Male 33.65% Female 56.73% No reply 9.62% Age

Respondent demographics (2) Ethnicity White British 86.54% White Irish 6.73% White other 2.88% Asian/Black Asian 0.48% Prefer not to say 0.96% No reply 2.40% Employment

Actions for 2013? Survey earlier in the year Specific survey on changes to telephone system to support practices decision on replacing 0844 numbers Publicise internet site more widely Roll-out on-line services – prescriptions, access to records, consider on-line appointments at time of upgrade of clinical systems. Continue to develop education programme for patients. To further publicise the PPG, developing it’s role and developing patient awareness. TGP continue work of up-skilling receptionists and improving availability of appointments. CRG to improve patient awareness of open surgery and assess the impact of this new service on appointment availability for all patients