1. Crofton & Sharlston Medical Practice Questionnaire Results 2013/14 Presentation of 2013/14 Patient Questionnaire Results Patient Participation Group Wednesday 12 th March 2014

2. Crofton & Sharlston Medical Practice Questionnaire Results 2013/14 Recap of 2012/13 action plan Survey results 2013/14  Overview result  Lowest performing scores  Suggested action plan for discussion Summary

3. Crofton & Sharlston Medical Practice Recap of 2012 / 2013 “You said …… We did” Refer to hand out

4. Crofton and Sharlston Medical Practice overall feedback results for 2013/2014 85% of patients feedback was good, very good or excellent

5. Questionnaire Results 2013/14 Q2. Ease of contacting the practice by telephone Rated poor in 2012/2013 Rated poor in 2013 /2014 Comments made by patients 3736 o Don’t like being in a queue at 8.00am o Need a better phone system o Change the 084 number o Local number is always engaged o Can be quicker walking round to the surgery to get an appt SUGGESTED ACTION Look at changing telephone system, moving away from 084 number but retaining some of positive features

6. Questionnaire Results 2013/14 Q4. Chances of seeing a GP within 48 hours Rated poor in 2012/2013 Rated poor in 2013 /14 Comments made by patients 1711 o Need more evening appointments o Need more book in advance appointments SUGGESTED ACTION Despite implementing the training identified last year an re-jigging / adding appointments, 4% say still a problem. We plan to review our appointment slots again to see if any we unused and if so, why – eg could it be time offered or other reason?

7. Questionnaire Results 2013/14 Q5. Chances of seeing a GP of your choice Rated poor in 2012/2013 Rated poor in 2013 /14 Comments made by patients 2721 o Could not see GP wanted to see o Seeing the same GP helps continuity of care o Difficult seeing your regular GP if you have ongoing problems SUGGESTED ACTION Despite implementing actions from last year 8% say still an issue. Main reason for this is having 2 sites both open at same time using same GP resource. Can PPG think of a solution or do we accept there isn’t anything we can do? Number is lower this year, so reduced

8. Questionnaire Results 2013/14 Q6. Able to speak to a GP / Nurse on the telephone Rated poor in 2012/2013 Rated poor in 2013 /14 Comments made by patients 2619 o Want to be able to talk to a GP or Nurse for advice over the telephone SUGGESTED ACTION Disappointing as this service is available but 7% still unaware! Continue to promote this via website, monthly village magazines and encourage receptionists to offer more where appropriate

9. Questionnaire Results 2013/14 Q8. Length of time waiting to see a GP in the Practice Rated poor in 2012/2013 Rated poor in 2013 /14 Comments made by patients 1712 o Sometimes waiting long periods of time for booked appointment SUGGESTED ACTION 4.5% felt the time period is too long Difficult to address as some patients do take longer than the allocated 10 minutes All clinicians to be made aware this was mentioned again

10. Questionnaire Results 2013/14 Q27. Reminder systems of on going health checks Rated poor in 2012/2013 Rated poor in 2013 /14 Comments made by patients 10 o Offer more preventative screening such as well woman and bowel cancer checks o Need to be more pro active and not just treatment afterwards SUGGESTED ACTIONS 4% raised this again. Comments made seem to refer to more proactive checks rather that treating after the event. This is something the practice can discuss at a future meeting to see if practical and resources available

11. Questionnaire Results 2013/14 Other negative feedback Appointments  More pre book able appointments please  Want more outside work appointment times  Open Saturdays  The local number is always engaged General  Get rid of the touch screen – bad for germs  Don’t ask why we want an appt – just give them  Explain procedures better regarding timescales, test result and collecting certificates – all say the same thing!  Patient registration didn’t work and caused problems

12. Questionnaire Results 2013/14 Other negative feedback Appointments  More pre book able appointments please  Want more outside work appointment times  Open Saturdays  The local number is always engaged General  Get rid of the touch screen – bad for germs  Don’t ask why we want an appt – just give them  Explain procedures better regarding timescales, test result and collecting certificates – all say the same thing!  Patient registration didn’t work and caused problems

13. Questionnaire Results 2013/14 Other negative feedback Sharlston Surgery  Be open during work time to allow prescriptions being collected  Be open everyday and all day  Replace the dying plants Clinicians  The GP was a bit abrupt today!  Doctor spoke down their nose at me  Need to listen a bit more to what people say  The nurse refused to tell me my BP reading  I feel the practice is run for doctors first and patient second

14. Questionnaire Results 2013/14 …… and comments on a positive note Wouldn’t change anything – thank you Carry on doing what you’re doing, brilliant Very hard working staff It is a very friendly practice, professional but not too stuffy! I feel the practice works to a higher level that could be expected and I feel very lucky for my family and myself, that we have access to Crofton Surgery Very happy with the overall services I have no comments which could possibly improve the excellence of this practice Very friendly and happy

15. Questionnaire Results 2013/14 …… and comments on a positive note We are very lucky to have a practice so good Keep up the excellent work, you provide a super service I see an excellent doctor, who is very caring. The nurses I see are excellent Cannot fault doctors, nurses or staff Nothing sort of excellent Very happy with my consultation

16. Crofton & Sharlston Medical Practice Questionnaire Results 2013/14 Summary  Produce an action plan based on results and practice / PPG comments  Share the information with GPs, staff and patients  Copy of action plan to NHS England  Copy of action plan to go on website www.croftonandsharlston.co.uk www.croftonandsharlston.co.uk  Implement the action plan