1. Audley Mills Surgery Public Meeting February 2008 Public meeting - February 2008 Audley Mills Surgery 1 of 10

2. Welcome! Introductions – who’s who Objectives - Discuss results of January 2008 GPAQ Report - Big Picture – what are the recurring themes / problems - Outcome-focused, 2 or 3 concrete areas where we can effect change for the better (action plan) - Not to discuss individual cases - Not a fundraising group Audley Mills Surgery Public meeting - February 2008 2 of 10

3. GPAQ survey PatientDynamics GPAQ Report PatientDynamics GPAQ Report 29 January 2008 Main results - 487 respondents Overall Satisfaction is good Little overall change Audley Mills Surgery Public meeting - February 2008 3 of 10

4. Improvements Audley Mills Surgery Public meeting - February 2008 Phoning through to practice (up 5 points)Phoning through to practice (up 5 points) Satisfaction with receptionists (up 2 points)Satisfaction with receptionists (up 2 points) Overall satisfaction with practice (up 2 points)Overall satisfaction with practice (up 2 points) 4 of 10

5. Not as good Audley Mills Surgery Public meeting - February 2008 Satisfaction with opening hours (-3 points)Satisfaction with opening hours (-3 points) Satisfaction with waiting times at practice (-3 points)Satisfaction with waiting times at practice (-3 points) Doctor quality points (listening, putting at ease, time spent, patience, caring – all down -2 points)Doctor quality points (listening, putting at ease, time spent, patience, caring – all down -2 points) 5 of 10

6. Sample comments +ve Audley Mills Surgery Public meeting - February 2008 6 of 10 –The standards are very high –Doctors always concerned and understanding –Comprehensive range of services available –Service shows continual improvement –You can be seen on the same day you ring (6 comments praising appointment system!) –The diabetic clinic an care is excellent –My doctor is superb (16 comments praising individual doctor) –You have the best doctors in the service (14 comments praising ‘all’ doctors)

7. Sample comments -ve Audley Mills Surgery Public meeting - February 2008 7 of 10 Some doctors are better than others (10 comments)Some doctors are better than others (10 comments) Just the booking of appointments (22 comments)Just the booking of appointments (22 comments) Would like longer hours (17 comments)Would like longer hours (17 comments) Receptionists manner (12 comments)Receptionists manner (12 comments) Waiting timesWaiting times Would be good if blood tests could be done on the spotWould be good if blood tests could be done on the spot Telephone accessTelephone access The practice should not charge for forms to be signedThe practice should not charge for forms to be signed

8. Conclusions Audley Mills Surgery Public meeting - February 2008 –Draw your own? –If you like us you love us. –If you’ve had a bad experience you remember it. 8 of 10

9. Practical Outcomes Audley Mills Surgery Public meeting - February 2008 Waiting times – use call board to notify Extended services – Churchill house? Extended hours – publicise the existing ones eCommunication – from us to you 9 of 10

10. What does Alan want? Audley Mills Surgery Public meeting - February 2008 Choice, choice, choice How? Opportunity or threat? 10 of 10

11. Thank-You! Audley Mills Surgery Public meeting - February 2008