1. Analysis of Patient Survey 2012 Presented by: Dr. Bali Sohanpal Survey conducted in November/December 2012 Questionnaire’s handed out 240 Collected and analysed 200

2. Q1. The past 12 months, how many times have you seen a doctor from your practice? Total 197

3. Q2. Satisfaction with receptionists 21 fair 64 good 69 very good 36 excellent 5 poor 1 very poor Total196 Garlinge score 2012 97% Garlinge Score 2008 97%

4. Q3a. Satisfaction with opening hours Poor 3 Garlinge (December 2012) score 98.5% Ipsos MORI (March 2011) score 84% Total 196

5. Q4b. Availability of a particular doctor V poor 1 Garlinge (December 2012) score 85% Ipsos MORI (March 2011) score 91% Total 191

6. Q5a. 48 hour booking Garlinge (December 2012) score 79% Ipsos MORI (March 2011) score 78% Able to see doctor on the same day or next 2 days the surgery was open Total 191

7. Q5b. Availability of seeing any doctor V poor 1 poor 8 good 41 fair 45 V good 43 Excellent 23 n/a 25 Garlinge (December 2012) score 82% Garlinge (Oct 2008) score 74% Total 186

8. Q6 See GP on same day if urgent? Total 131 Garlinge (December 2012) score 73% Garlinge (Oct 2008) score 61.5%

9. Q8a. Phoning through to practice Total 192 V poor 6 poor 13 fair 45 good 60 V good 40 Excellent 18 Don’t know 10 Garlinge (December 2012) score 90% Ipsos MORI (March 2011) score 80%

10. Q8b. Phoning through to doctor for advice V Poor 4 Garlinge (December 2012) score 33% Ipsos MORI (March 2011) score 18% Total 178

11. 9b. Continuity of care Total 181 Fair 19 Good 63 Excellent 34 V Good 63 V poor 1 poor 1 Garlinge (December 2012) score 98% Ipsos MORI (March 2011) score 91%

12. Q10a Doctor’s questioning How thoroughly the doctor asks about your symptoms and how you are feeling? V poor 2 Poor 4 fair 26 good 54 Excellent 44 V good 47 n/a 4 Total 181 Garlinge (December 2012) score 94% Garlinge (Oct 2008) score 93%

13. Q10b. How well the doctor listens Total 183 Garlinge (December 2012) score 91% V poor 2 poor 11 fair 25 good 47 V good 49 Excellent 45 n/a 4 Ipsos MORI (March 2011) score 82%

14. 10c. How well doctor puts you at ease Total 182 poor 3 V poor 2 fair 16 good 50 V good 54 Excellent 46 n/a 11 Garlinge (December 2012) score 90% Garlinge (Oct 2008) score 89%

15. Q10d. How doctor involves patient Total 184 V poor 2 Garlinge (December 2012) score 85% Ipsos MORI (March 2011) score 64%

16. Q10e. Doctors explanations Total 184 V poor 1 poor 9 fair 27 good 43 V good 51 V good 46 n/a 7 Garlinge (December 2012) score 91% Garlinge (Oct 2008) score 92%

17. Q10f. Time doctor spends Total 184 V poor 1 Garlinge (December 2012) score 97% Garlinge (Oct 2008) score 97%

18. Q10g. Doctor’s patience Total 184 V poor 1 poor 11 fair 22 good 47 V good 46 excellent 52 n/a 5 Garlinge (December 2012) score 92% Garlinge (Oct 2008) score 90%

19. Q10h. Doctor’s caring and concern V poor 2 Poor 9 fair 21 good 53 V good 46 excellent 49 n/a 4 Total 184 Garlinge (December 2012) score 92% Garlinge (Oct 2008) score 92%

20. Q12a. How well the nurse listens? V poor 1 poor 1 fair 3 Good 35 V Good 59 Excellent 47 Total 146 Q11. Nurse seen: yes 144 no 45 Garlinge (December 2012) score 96.5%

21. Q12b. Quality of care provided by nurse V poor 1 fair 3 good 29 V good 60 excellent 52 Garlinge (December 2012) score 96.5% Total 145

22. Q13. Base population gender: male 85 female 110 Q14. Long standing illness/disability: yes 90 No 84 Employed 77 Retired 66 Unem 6 4 FT Edu Sick unem 11 caring 15 other 4 Total 183

23. Patient comments Very pleased with surgery and doctor To be told there is nothing wrong with you Dr needs to listen to his patients more not fob them off Flexability if your late for apt. Excellent practice Drs and Nurses very good. Some reception staff not Helpful Pleased with surgery Grateful to receive NHS heath check Dr has always referred myself and family as required quickly Dr very good to improve midwifery Evening apt would be helpful To have longer time seeing doctor Very happy with service Very good service Very prompt referrals against out of hours service Always refer me to appropriate specialist. Delays with hospital apt Friendly reception staff and fantastic nurse team. Against having a nurse treat me on a Friday so could travel to surgery instead of community nurse They are all helpful against surgery phone Maybe open at weekends and later in the evening appointment made longer Nurse availability on a Friday Double appointment, longer time Choice over which doctor to see without being made to feel like your inconveniencing them Time it takes to get through on the phone Yes I’m checked regularly Ability to see doctor at short notice seems to have improved also would be good to be able to book own appointment online Compared to other surgeries appointments easy to come by. I am actually "out of area" but love the service so much I have requested to stay with this surgery. Doctor very friendly, natural. Music too loud in doctor's waiting room. Could be turned down a bit.

24. Doctor looking at you when you are talking rather than the computer Excellent reception staff very patient. Long wait for the Nurse Good practice. Fortunately do not have to use services very often Handy to have blood pressure machine in waiting room Doctors and Nurses generally very effective. Would prefer to have family planning at my surgery. my care is very good satisfied with service Having 10 min apt as at old surgery had only 5 min To Listen to what the patient is saying, I feel that they feel like I’m making it up Good practice with excellent receptionist and good doctors Very helpful receptionists This is a very good surgery. Possibly more to keep small children amused whilst waiting Quickness of being seen,treated and referred Excellent practice Ability to see G.P. sooner I would just like to add that on all ocassions that I have seen my doctor she has always been very thorough and I am very pleased with her as a doctor. Good in General. Repeat prescriptions. Piped music too loud in Doctors waiting room! No music would be better! New surgery I have only just joined surgery and only seen a nurse. So far I am very happy. Its quite confusing where to go as I assumed its all in one building. Appointment booking quicker Generally a good service, no problems, would recommend A proper doctors building rather than portacabins. Being told all the doctors names and who will see before an appointment. Early morning appointments from say 8.30 My doctor cares, Nothing to improve Doctor understands I know more about children than him as I have 10 which helps a lot

25. Nice doctors, but some reception staff can be rude and had to go to A&E for appointment as an emergency because no available appointments. Better building and more toilets. Better phone system as have to come down the surgery for appointment at 8am. Would love to be able to do an online booking for an appointment like some other practices I know as you dont always get an appointment. Like all the staff, feel free to ask questions. Would like more doctors. Improve Appointment Times Nothing to improve A Saturday service or a drop in doctor. In general the surgery runs a pretty good service. I find the doctors to be very knowledgeable and I trust their decisions regarding my care. I work 9-5 (or later!) every weekday so ability to see doctor in evenings (eg until 6.30pm) would be beneficial. I was very impressed, I was given an appt within an hour of phoning this morning. Thank you its all very good fully satisfied all ok Very satisfied with my care im satisfied

26. The Practice’s most improved performing areas in 2012 as compared to Ipsos/MORI 2011 patient survey Phoning through to doctor for advice Garlinge Score 2012: 33% Garlinge/IpsosMORI Score 2011: 18% National Average 2011: 26% How doctor involves the patient Garlinge Score 2012: 85% Base 186 Base 197 Base 1755946 Base 212 48hr booking Garlinge Score 2012: 79% Garlinge/IpsosMORI Score 2011: 78% National Average 2011: 79% Base 120Base 186Base 1075792 Garlinge/IpsosMORI Score 2011: 64% National Average 2011: 72% Base 1865207 My doctor was good at listening to me Garlinge Score 2012: 91% Base 183Base 221 Garlinge/IpsosMORI Score 2011: 82% National Average 2011: 88% Base 1913032

27. Opening hours Garlinge Score 2012: 98.5% Garlinge/IpsosMORI Score 2011: 84% National Average 2011: 80% Seeing usual doctor continuity of care Garlinge Score 2012: 98% Base 196 Base 186 Base 218Base 1928449 Base 140 The Practices highest/lowest performing areas compared to IpsosMORI patient survey Mar 2011 Garlinge/IpsosMORI Score 2011: 91% National Average 2011: 73% Base 1186861 Seeing GP on the same day if urgent Garlinge Score 2012: 73% Base 186 Garlinge 2008 Score : 61.5% Availability of a particular doctor Garlinge Score 2012: 85% Base 191 Garlinge/Ipsos MORI Score : 91% Base 104

28. Action plan 1.Decrease advance bookable appointments by 10% to make more GP appointments available on the day. 2. Use of new surgery website for communication with the surgery to decrease load on phone lines 3.Reorganise reception area for improved access to reception staff for better confidentiality.