Survey Jan 2013 action plan

Bishop’s Castle Patients Group

Survey action plan

General

509 copies of the patient survey were distributed, 182 usable responses were received. This equates to a 37% response rate. Sixty-four percent of the respondents were female, 36% male. 87% of respondents were aged over 50.

Action:

1     Check with demographic profile of practice to determine age profile.

2     Future surveys to seek to involve more of the younger age groups, if the age profile demonstrates a mismatch.

3     Attempt to encourage more responses from the male population in future surveys.

Section 1: access to a doctor or nurse

This section looked at experiences of patients. The percentages of patients who are seen on the same day for emergencies (question 1: 91%) and within 48 hours of requesting an appointment (question 2: 93%) are excellent. Thirty-nine percent of patients are able to see the doctor of their choice within 48 hours, but 47% have to wait a week (question 3). Thirty-two percent of patients are not aware that they can request a telephone consultation (question 4).

Action:

4     Ascertain if there is a reason for 9% of patients perhaps not seeing a doctor the same day for an emergency.

5     Ascertain if it is reasonable for 47% of patients having to wait 1 week to see the doctor of choice.

6     Determine how to inform the 32% of patients unaware of telephone consultations of the availability of this service.

Section 2: seeing a doctor

This section looked at aspirations of patients. The first three questions in this section (questions 5–7) tie in well with section 1 answers. Questions 8 and 9 do not relate to section 1 questions: we know the aspirations, but don’t know if they are being met. Question 10 indicates that over 50% of patients would like to be able to see a doctor at the practice outside normal working hours. Question 11 indicates that 76% of patients want their doctor to know them and their history.

Action:

7     Ascertain in a future survey whether the aspirations in questions 8, 9 and 11 are being satisfied.

8     Ascertain if the desire to be seen out of normal working hours at the surgery is being satisfied, and if not what, if anything, can be done about it.

Section 3: reception

This section looked at experiences of patients with reception staff. Seventy-three percent said phoning for an appointment was quick and easy, but 15% disagreed or strongly disagreed with this statement (question 12). Seventy-two per cent of those who used it (half the respondents) found booking appointments on the internet quick and easy (question 13). Over 90% of respondents found the reception staff friendly and helpful when phoning in or visiting the surgery (questions 14 and 15). And generally, people felt that the receptionists can help find the best appointment (question 16).

Action:

9     Investigate whether the 15% who found phoning in for appointments neither quick nor easy can be better served.

10     Congratulate reception staff for the way in which they deal with patients.

11     Monitor receptionist triage set-up.

Section 4: your expectations

This section looked at expectations of patients. Question 17 asked whether patients felt that home visits should only be for those unable to visit the practice; the question was a little ambiguous and it’s difficult to ascertain how it was interpreted, though 81% agreed with the proposition. Generally, patients were happy to wait to see the doctor of their choice (question 18). Over 50% of respondents felt they should always be able to see the same doctor (question 19). Eighty-five percent felt that the surgery should support them in selecting the most appropriate practitioner, but this question (20) may have been ambiguous, too.

Action:

12     Revisit the home visit question in a future survey with less ambiguous wording

13     Investigate whether patients are generally able to see the same doctor if they so choose.

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