1. The Cedars Surgery PPG/GP Practice Survey Results 15 th March 2013 Prepared for The Cedars Surgery by the Participation & Insight Team, KMCS. Confidential: Not to be copied or distributed without permission

2. Survey Objectives 1.Gather a broad range of patient views about the practice 2.Develop an Action Plan to address patient needs and suggestions

3. What was done and when? The survey was conducted in February/March 2013. Paper surveys were available and patients could also complete the survey online. A total of 170 responses were received 130 (approx.) were completed on paper 40 (approx.) were completed online The number of registered patients for The Cedars is 9666 representing a response rate of 2%. Last year 136 responses were collected.

4. Headlines (1 of 2) The vast majority of respondents (86%) would be very or fairly likely to recommend The Cedars Surgery to a friend. These findings reflect the trends in the GP National Patient Survey in which 71% of respondents would definitely or probably recommend the surgery to someone who has just moved to the area. Staff were identified by the majority of respondents as being particularly good, including doctors, nurses and reception. Half of the respondents were not aware of the practice website.

5. Headlines (2 of 2) Out of the proposed improvements respondents felt that having health information and advice about minor aliments and long term conditions, at the surgery would be the most useful. When asked generally for improvements, the most popular comment was to have continuity of care and see the same GP. Other suggestions included: - reducing waiting times for appointments, on reception, and on the telephone. - improving the privacy at reception. - having more early morning/evening and weekend appointments available. - improving the toilets.

6. R ESPONDENT P ROFILE

7. The majority of the respondents were female and the majority were 55 and over Base: Q7 Gender: all responding: 152; Q8 Age: all responding: 160 Gender Age These figures reflect the demographics of the practice.

8. Respondents were predominantly “White British/Irish” and three quarters do not have any children under 16 living at home EthnicityChildren under 16 at Home Base: Q11 Ethnicity: all responding: 158; Q9 Children under 16 at home: all responding: 157 This ethnicity profile represents the surgery demographics which include: 1.8% Black, 1.8% Chinese, 1.8% other non- white ethnic groups, 94.6 White British or Irish.

9. D ETAILED R ESULTS

10. The vast majority of respondents agreed that they would recommend the practice to a friend Excellent Doctors and nurses. Very helpful at reception. Base: Q1 Recommending practice to a friend: 160

11. The chart below details the results from the GP National Patient Survey January to September 2012 For full details of the GP National Patient Survey please visit: http://results.gp-patient.co.uk/report/10/result.aspx Q29. Recommending GP surgery to someone who has just moved to the local area Base: 175

12. Half of respondents were not aware of the practice website Base: Q2 Awareness: all responding 167

13. Two-fifths of respondents were not aware of the availability of long term contraception or minor surgery at the surgery Base: Q2 Awareness Cont: 167

14. The vast majority considered the quality and care received from nurses and doctors to be excellent or good. Base: Q3 Rating of Practice; 160-166 NB only displaying scores of 4% or more Poor Fair Good Excellent

15. A quarter of respondents felt that the level of privacy at reception was poor and a third felt the ability to get through on the phone quickly was poor. Base: Q3 Rating of Practice; 159-163 Poor Fair Good Excellent

16. The most popular improvement was to have health information and advice about minor ailments and long term conditions in the surgery. Base: Q6 Possible improvements: all responding 162 * Please see the survey for full wording of question

17. Particularly Good The majority of respondents commented that what was particularly good about the practice was the: Excellent staff, including the doctors, nurses and receptionists (66 respondents). Another theme mentioned by a small number of respondents (8) was the convenience of having blood tests performed at the surgery. Base: Q5 Particularly good: 105 responded to this question with positive comments Being treated politely and with respect at all times. An understanding and friendly attitude by my GP and nurses. Efficient and helpful. I find that everyone, Doctors, nurses and receptionists are always very helpful. The good thing about this surgery is that you can have a blood test on site.

18. Improvements (1 of 2) One of the most popular improvements was to have continuity of care and see the same GP (22 respondents). The other most popular improvement was to reduce waiting times; for appointments, at the reception desk and also on the telephone (19 respondents). Base: Q4 Improvements: all responding 115 It would be nice to build a rapport with a certain doctor but every time I come up for me or my mother we see different doctors… Continuity of contact with the same doctor is important. It often takes a very long time to get through on the phone to a make an appointment or query Able to see GP more quickly

19. Improvements (2 of 2) Base: Q6 Improvements cont: all responding 80 Another popular theme was to improve the level of privacy at reception (15 respondents). Other suggested improvements included: - having early/evening and weekend appointments available (10 respondents) - better, cleaner toilets (4 respondents) Base: Q4 Improvements cont: all responding 115 Offer more privacy at the reception desk. Privacy screen so not advertising to the whole waiting area the problem I have

20. The survey generated some interest in joining the PPG. Base: Q12 Joining PPG: 13 * Some respondents may already be a member of the PPG

21. Next Steps Finalise report and share: – With all practice staff – With Patient Participation Group (PPG) Discuss results and develop action plan Agree implementation of action plan Publicise findings and agreed actions to wider patient group Agree timetable for review of performance against action plan