Patient Survey Report – 2008/09
BACKGROUND
The GPAQ patient satisfaction survey was run in the practice during the week commencing 2 February 2009. A total of 90 questionnaires were handed out and 78 were returned. The first 75 received were analysed. The demographic spread of those who responded was:- females – 47 and males - 26. The mean age of those who responded was 53. A meeting was held on 27 February 2009 to discuss the questionnaire results and construct an action plan.
RESULTS
Once again the questions relating to satisfaction with GPs, Practice Nurses and Reception Staff showed that the practice exceeded the GPAQ national benchmark in every area. However, there was a very slight reduction in satisfaction generally in almost all areas compared to the previous questionnaire results but this was minimal and may well be due to any number of variants.
Responses to the question asking what additional surgery times patients would prefer showed a marked increase in demand for weekend and evening surgeries with 32% expressing a wish for weekends and 26.6% for evenings.
The question regarding availability of a particular doctor revealed that 69.3% considered that they could generally see the doctor of their choice within 2 working days or less, 81% could see any doctor the same day or the next day and none of the respondents who requested an urgent appointment had been refused a same day appointment. In respect of waiting time to see a doctor, 81% of patients were seen within 20 minutes of their appointment time. 84% of patients considered that they could see the same doctor always, almost always or a lot of the time.
The question on satisfaction with the receptionists indicated that 76% considered them to be very good or excellent. Opening hours were considered to be very good or excellent by 49% and 69% felt that their satisfaction with availability of a particular doctor was good, very good or excellent. Satisfaction with waiting times showed that 53% thought they were good, very good or excellent. With respect to phoning the practice 90% of those who had tried were satisfied with the ease of getting through and 76% of those who had tried to phone a doctor for advice considered their satisfaction with this to be good, very good or excellent. 95% considered continuity of care to be good, very good or excellent.
Of those who responded and who had seen a practice nurse, 92% considered that how well the nurse listened to them, how well problems were explained and the general quality of care was good, very good or excellent.
Under the additional comments made most people were extremely satisfied with the service. The areas raised which were perceived to be in need of improvement were:-
· Communication between Aberdeen hospitals and the practice and patients.
· Receptionists not always advising patients of how long they may have to wait
· Lack of weekend and evening appointments
· Not enough parking space
DISCUSSION/ACTION
Communication between Aberdeen Hospitals and Practice/Patients
This is an ongoing problem and one which has become worse in recent years, presumably due to increased pressure of work within Aberdeen Hospitals. As the practice is soon to start referring electronically, with a view to responses and results being emailed to the practice, it is hoped that an improvement will be seen in this area.
Action – Liaise with IT Timescale - Continuous
Continue to keep ARI informed of deficits
Advising Patients of Possible Waiting Time
This was discussed and the difficulty around anticipating what the likely waiting time was raised by the reception staff, as a GP may run late, then catch up very quickly. It was agreed that if the wait is likely to be 20 minutes or more, the patient would be informed and given the option to come back.
Action – Reception Staff Timescale – Immediate
Weekend and Evening Appointments
The increase in demand for this is reflected nationally and possibly indicates a generally more ‘customer orientated’ mindset within the population. It was felt that as the GPs are available for 50 hours in the working week, to introduce this further availability would seriously effect work/life balance. It was, however, agreed to look at developing telephone consultations which would improve the service for those who were unable to attend in person throughout the working week. Implementation of this will be discussed at a separate practice meeting.
Action – Practice Manager/GPs Timescale – 6 months
Parking Space
This was raised in the previous survey and approaches have been made to various agencies over the year to help us to reinforce our case to Orkney Islands Council, none of which have been successful. The problem has been exacerbated by an increase in the number of clinical staff and there are yet more restrictions on local parking, which has meant an increase in ‘non legitimate’ use of the car park. It was agreed that a sign indicating that the car park is for patient and staff use only may help to reduce this. The practice has also joined the Cycle Scheme, a government scheme designed to encourage people to cycle to work by offering tax benefits for staff to purchase a bicycle through it, which should also have a positive impact, albeit minor, on the parking situation. The practice manager will continue to pursue options through Orkney Islands Council.
Action – Practice Manager Timescale – Ongoing
FEEDBACK OF SURVEY TO PATIENTS
A summary of the main points which were raised in the questionnaire and the action taken will be displayed on a poster in the waiting room. The full survey results will be made available on the practice website and a hard copy at the front desk on request.
PATIENT SURVEY 2007 – RESULTS/ACTION
The areas which were identified for improvement and actions taken, following the 2007 survey were as follows:-
1. Telephone Access – as a result of the practice appointing a new partner and achieving training status in the last year, the need for additional working space was increased further. An architect was consulted and drawings produced and submitted to the health board for approval of cost rent increase. Dialogue is ongoing with the board as to whether or not they will approve this. It was agreed to delay the installation of a new telephone system until the premises are extended. Incidentally, it was noted that the most recent survey indicated an improvement in patients’ ability to get through on the phone!
2. NHS24 – This problem has not been raised again, either through the survey or formal or informal complaints. There has been general raising of awareness of the service and patients are now getting used to the change and gaining confidence in it.
3. Confidentiality – A member of the MDDUS training team will attend the practice on 1 April 2009 to present a session to all staff, practice and health board employed.
4. Flotta patients – a full time Advanced Nurse Practitioner is now employed on the island.
5. Female GP – During Dr Sheehan’s maternity leave, every effort has been made to employ a female locum.
6. Disabled Access – A wider door with a push button and sensor has been fitted. The plans for the extension to accommodate more clinical staff also includes extending the existing toilets to allow for better access for those who have a disability.
7. Parking – see this year’s survey.
4 March 2009