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Tower House Surgery Patient Participation Group Report March 2014

1. Development of the Tower House Patient Participation Group

Since its inception in early 2012 the Tower House Patient Participation Group (PPG) has continued to meet on a regular basis, and has helped to effect positive change within the Surgery. Efforts to enlarge the group and to broaden its demographic profile continue through advertising within the surgery, Posters on the front door and around the waiting room, as well as leaflets on reception desk which patients were (and are) actively encouraged to either fill out their details at the time, or take away to complete and return at a later date. We also promote and invite more patients to get involved with the PPG via our practice website, where we have a dedicated page, via Facebook and via our patient surveys. From the 2013/14 survey a further 20+ people have expressed an interest in receiving more information about the PPG, which is very encouraging.

Membership of the PPG has fluctuated over the last year, with new members joining and some existing members having to withdraw due to various personal circumstances. At our last meeting on 27th February 2014 a new Chairperson was appointed.

We currently have 16 members, and continue to work towards having as wide a representative group as possible. New members are always welcome by contacting the Practice Manager and requesting an application form.

Profile of PPG members

Practice Population Profile PPG Profile
AGE
% Under 16 19% % Under 16 0%
% 17 -24 10% % 17 -24 0%
% 25 - 34 12% % 25 - 34 6.25%
% 35 – 44 12% % 35 – 44 6.25%
% 45 – 54 15% % 45 – 54 12.5%
% 55 – 64 12% % 55 – 64 25%
% 65 – 74 11% % 65 – 74 18.75%
% 75 – 85 6% % 75 – 85 31.25%
% over 85 3% % over 85 0%
ETHNICITY
% British or mixed British 80.25% % British or mixed British 93%
% Irish 0.43% % Irish 0%
% other white background 14.44% % other white background 0%
% White and Black Caribbean 0.58% % White and Black Caribbean 0%
% White and Black African 0.13% % White and Black African 0%
% White and Asian 0.33% % White and Asian 0%
% Other mixed background 0.51% % Other mixed background 0%
% Indian/British Indian 0.53% % Indian/British Indian 0%
% Pakistani/British Pakistani 0.05% % Pakistani/British Pakistani 0%
% Bangladeshi 0.31% % Bangladeshi 0%
% Other Asian 0.31% % Other Asian 7%
% Caribbean, WI, Guyanese 0.08% % Caribbean, WI, Guyanese 0%
% African 0.31% % African 0%
% Other Black backgrounds 0.03% % Other Black backgrounds 0%
% Chinese 0.33% % Chinese 0%
% Other ethnic group 0.43% % Other ethnic group 0%
% Not recorded 19.85% % Not recorded 0%
GENDER
% Male 49% % Male 31.25%
% Female 51% % Female 68.75%

What are we doing to engage / recruit under represented groups?

We recognise that the under-25 years patients are under-represented on the PPG and we actively encourage patients to get involved. We hold a weekly drop-in clinic for under-25 year olds and continue to ask patients attending if they would like to get involved. In addition we are using Facebook and our website to encourage younger patients to get involved in the PPG.

In agreement with the CCG practices are able to concentrate on patients who have expressed an interest in participating in the PPG, regardless of demographics. Other hard to reach groups fall under the remit of the CCG in terms of future consultations.

2. Agreed areas of Priority

A PPG meeting was held on 27th June 2013 where areas of priority were agreed with the attending patients. Apart from a presentation around the work of Carers UK, a key agenda item of that meeting was to discuss this year’s Patient Survey, and what areas of priority did the PPG feel should be included in the survey. A discussion was held around the different areas included in previous patient surveys, and whether or not we should continue to focus on these areas or either remove or add other areas to focus on. All PPG members were asked to further consider this between now and the next meeting. During this meeting the Practice Manager provided an update on actions taken so far following last year’s survey.

A further meeting was held on 3rd October 2013 which primarily focussed on the areas of priority for the survey for this year. Members of the PPG and the Practice Manager made several suggestions around removing some of last year’s questions, putting in new ones and reducing the range of options around some of the available answers, to try to gain a clearer view of patients’ perspectives.

The meeting discussed whether or not the questions covered what was important sufficiently? Did anyone feel that there should be other specific questions or priority areas included? By the end of the meeting everyone was in agreement over what should be included, removed, added or amended. It was agreed that the Practice Manager would re-write the survey and add in any additional questions, based on the discussions and feedback given by the PPG members.

The agreed key priority areas for the survey were along the same lines as last year:

Telephone Access

Appointments

Opening Times

Reception

Patient Experience


New communication technology was also added to this year’s survey.

3. Patient Survey

The 2013/14 Survey was made available primarily through the practice website – patients attending the surgery were actively encouraged to either take a copy from the reception desk on arrival (as appropriate) or to complete the survey online; patients who were being sent appointment letters from the surgery were also encouraged to complete the survey online, and patients who follow the surgery on Facebook were also encouraged a number of times to complete the survey online. The practice website also contained a large promotion and link for online completion of the survey. The PPG members agreed that the survey should be made available through these avenues and they were also encouraged to tell as many patients about the survey as possible.

The survey ran from the start of November 2013 to the middle of February 2014. As in previous years we wanted to give as many patients as possible the opportunity to complete the survey which is why we ran it for over 3 months. A total of 114 completed (mix of partially and fully) surveys were completed online and the results collated.

2013/14 Survey results

1. The last time you telephoned the surgery how easy was it for you to get through?

Easy 80.77%
Not easy 19.23%

This was very positive as last year 75.27% of patients indicated that it was easy to get through.

We asked the question ‘how could we improve this’ and responses included having more staff answering the phones and having more telephone lines. We already have a minimum of 4 members of staff answering the phones at the start of each day, and we have 8 telephone lines. The practice does not have resources to add more staff at this time of day, as they are needed at other times, and it is impractical and largely unnecessary to increase the number of lines when demand is high for only a short period of the day.

2. The last time you visited the surgery how welcome did you feel?

Welcome 96.9%
Unwelcome 3.1%

3. The last time you visited the surgery how helpful did you find our reception staff members?

Helpful 94.85%
Unhelpful 5.15%

4. The last time you visited the surgery could other patients hear what you said to the receptionist?

Yes, but I don’t mind 62%
Yes, and not happy 10%
No 8%

Introduction of background

Music has helped 7%
Don’t know 13%

5. The last time you visited the surgery how clean did you find it?

Clean 100%
Not clean 0%
Don’t know 0.28%

6. How do you normally book your appointments to see a GP or nurse?

In person 13.86%
By phone 84.16%
Other 1.98%

7. Is there a particular GP you usually prefer to see or speak to?

Yes 75.75%
No 24.25%

8. How often do you see or speak to the GP you prefer?

Always, almost always 32.47%
Lot of the time 24.68%
Some of the time 32.47%
Never, almost never 9.09%

9. What time of day do you prefer to contact the surgery?

First thing in morning 72.34%
Mid morning 19.15%
Lunch time 1%
Afternoon 7.44%
Tea time / evening 0%

10. How often do you get an appointment when you want or need it?

Every time 7.29%
Most of the time 43.75%
Sometimes 28.12%
Rarely 17.71%
Never 0.3%

11. If you weren’t able to get an appointment for when you wanted or needed it, why was that?

None for the day 45.97%
None for the time 11.49%
Couldn’t see preferred GP 27.58%
Couldn’t book ahead 4.59%
Other reason 10.34%

12. Have you visited the Beacon Centre because you were unable to get an appointment at the Surgery for when you wanted it?

Yes 14.44%
No 85.56%

13. Overall, how would you describe your experience of making an appointment?

Very good 19.79%
Fairly good 54.17%
Neither 19.79%
Fairly poor 4.17%
Very poor 2.08%

14. Before today did you know that you can book routine appointments outside of the Surgery’s core hours on a Monday morning, plus Monday, Tuesday and Thursday evenings each week?

Yes 38.20%
No 61.8%

15. Overall, how satisfied are you with the hours that the Surgery is open?

Very satisfied 21.28%
Satisfied 42.58%
Dissatisfied 7.45%
Very dissatisfied 0%

16. The last time you had an appointment how long after your appointment time did you wait to be seen?

Don’t have particular time 0%
Less than 5 minutes 17.2%
Between 5 and 15 minutes 55.91%
More than 15 minutes 24.73%
Not sure 0%

17. How did you feel about how long you had to wait to be seen?

Didn’t wait too long 67.05%
Waited a bit too long 19.32%
Waited far too long 9.01%
No opinion / doesn’t apply 4.55%

18. Last time you saw or spoke to a GP, how good were they at each of the following?

a. Giving you enough time

Good 79.12%
Fair 16.48%
Poor 4.4%

b. Listening to you

Good 83.52%
Fair 13.19%
Poor 3.3%

c. Involving you in decisions about your care

Good 80.9%
Fair 14.61%
Poor 4.5%

d. Treating you with care and concern

Good 82.02%
Fair 13.48%
Poor 4.49%

e. Explaining tests and treatments

Good 84.34%
Fair 14.46%
Poor 1.2%

Last time you saw or spoke to a Nurse, how good were they at each of the following?

a. Giving you enough time

Good 90.79%
Fair 6.57%
Poor 2.63%

b. Listening to you

Good 93.42%
Fair 3.95%
Poor 2.63%

c. Involving you in decisions about your care

Good 90.28%
Fair 8.34%
Poor 1.39%

d. Treating you with care and concern

Good 93.24%
Fair 4.05%
Poor 2.7%

e. Explaining tests and treatments

Good 89.39%
Fair 9.1%
Poor 1.5%

19. Did you have confidence and trust in the GP you saw and spoke to?

Yes, definitely 74.73%
Yes, to some extent 20.88%
Not at all 3.3%

Did you have confidence and trust in the nurse you saw and spoke to?

Yes, definitely 85.92%
Yes, to some extent 12.68%
Not at all 1.41%

20. The last time you visited the surgery how would you describe your overall experience?

Very good 38.9%
Good 54.5%
Poor 6.7%
Very poor 0%

21. Are there any additional medical services you would like to see available at the Surgery?

Yes 50.00%
No 50.00%

22. Would you recommend the surgery to a friend, family member or someone who has just moved to your local area?

Yes 89.41%
No 10.59%

23. How often do you use the Surgery’s website at www.towerhousesurgeryryde.co.uk?

Regularly 20.00%
Sometimes 23.33%
Rarely 36.67%
Never 17.78%

24. If you visited the website did you find the information you were looking for?

Yes 98.39%
No 1.61%

25. Before now did you know you can follow occasional information updates from the Surgery on Facebook at www.facebook.com/TowerHouseSurgery?

Yes 17.5%
No 82.5%

26. Would you be happy for the Surgery to contact you with reminders or other information using any of the following technologies?

Yes, by email 47.37%
Yes, by text 18.42%
No to both options 23.68%

Demographic Information – this information was collated to establish how broadly representative of the practice patient population respondents to the survey were, and to help us look at how we were doing in terms of providing a high level of service across all ages, ethnic groups etc.

27. Are you a carer? Do you look after or give help or support to family members, friends, neighbours or others due to their illness, disability, old age etc? Do others rely on your assistance?

Yes 18.07%
No 81.93%

28. Are you?

Male 43.82%
Female 53.93%

29. How old are you?

Under 18 0%
18-24 3.37%
25-34 7.87%
35-44 13.48%
45-54 15.73%
55-64 19.1%
65-74 30.34%
75-84 7.87%
Over 85 1.12%

30. How would you best describe your ethnic group?

White British 98.85%
Black British 0%
Asian British 0%
Mixed ethnic 0%
White other 0%
Black other 0%
Asian other 0%
Other 0.15%

31. Would you describe yourself best as:

Heterosexual 91.01%
Bisexual 0%
Gay / Lesbian 1.12%
Other 0%
Prefer not to state 3.37%

32. Which, if any best describes your religion?

None 33.33%
Buddhist 0%
Christian 56.79%
Hindu 0%
Jewish 0%
Muslim 0%
Sikh 0%
Other 4.94%
Prefer not to state 4.94%

33. Did you know that we have a Patient Participation Group at the Surgery? We are always looking for new members to join and we need to increase both numbers and background range to provide as full a representative group as possible. You can be a ‘virtual’ member and only be involved by email consultation or you can come along to our quarterly meetings, where various matters are discussed. Please indicate below or contact Clive Oliver for more information.

Yes I would like more information 32.31%
No I do not want more information 67.69%

PPG response to the Patient Survey

A PPG meeting was held on 27th February 2014. The main purpose of this meeting was to review the results of the patient survey to date and reach agreement on any changes to the Practice’s services which may be needed.

Ahead of the meeting the Practice Manager sent out a copy of the survey results to all members of the PPG. At the meeting each question and response was discussed by the group.

As in previous years, the PPG members felt that the responses were very positive across all areas.

There was discussion on the survey results on the agreed areas of priority during the meeting.

Telephone Access

How easy was it to get through to the surgery on the phone? The survey results this year indicate that 80.8% of patients find it easy to get through. This is a positive increase on last year’s result of 75% and further demonstrates that we continue to improve our performance in this area. We recently discovered that some calls which should have been diverted within 15 seconds if not answered were not doing so, and were only diverting after around 45 seconds. We have been in touch with our telephone system provider and rectified this problem. This year 84% of respondents said that they normally made appointments by phone and over 72% of respondents preferred to contact the surgery first thing in the morning. Both these figures have increased since last year. In addition to an increased number of staff handling calls first thing each day the practice has 8 lines to further facilitate ease of getting through. As mentioned previously, the practice’s telephone queuing system helps ensure patient calls are answered in order. The PPG agreed that the actions taken were positive and continue to be pleased with the overall results.

Appointments

51% of respondents had indicated that they were able to get an appointment when they wanted or needed it, most of the time or all of the time. As last year, 28% indicated that they sometimes got an appointment when they wanted or needed it. Again, it was felt by the PPG members that this was a good response. It was discussed again that GPs are not in the surgery every day, and that popular GPs will always have a longer waiting list.

This year we additionally asked the question ‘have you visited the Beacon Centre because you were unable to get an appointment at the Surgery for when you wanted it’. 85.5% of respondents indicated that they had not done this, which further supports our general view that we are meeting the majority of patients’ expectations.

In terms of the overall experience of actually making an appointment 20% of respondents indicated that it was very good, with a further 54% indicating fairly good. This totals 74% which is an increase on last year’s 70% figure. Even though these positive responses are high, the practice has invested in an online appointment booking system and is currently encouraging as many patients as possible to register for this new service. This will help to reduce telephone calls to the Practice as well as give patients much more freedom to book an appointment when they are perhaps more able to do so.

Opening Times

The core hours of the Practice are Monday to Friday 8am to 6.30pm. In addition, the practice offers extended hours opening on Monday mornings and Monday, Tuesday and Thursday evenings. 91% of survey respondents indicated that they were happy or very happy with the hours that the Surgery is open. It was again agreed that the Practice provides sufficient additional extended hours for patient appointments. It was also noted that there are still a significant number of patients who were not aware of the extended hours offered to them, despite this information being widely available via notice boards inside and outside the surgery, practice booklet and practice website. When asked in the survey ‘did you know that you can book routine appointments outside of the Surgery’s core hours etc’, 61% said that they were not aware of this.

Reception

Patients were asked questions in the survey regarding the physical cleanliness of the building, their perceived feeling of being welcome, how helpful reception staff are, and perceived privacy and confidentiality in reception.

In terms of cleanliness 100% of respondents indicated that they felt the practice was clean, which is a great response.

96.9% of respondents indicated that they were made to feel welcome in the surgery which, it was agreed, is a great testament to the practice’s reception team. In addition, 95% of respondents indicated that they found the reception staff to be helpful. Again, this is a very positive response.

60% of respondents indicated that they were aware that their conversation at reception could be overheard by others, but they didn’t mind this, with a further 10% indicated that they were aware of this and weren’t very happy about it (this has reduced from 14% last year). Over the last few months the Surgery has installed a sound system in the reception / waiting room and local radio and music is now played in the background to help aid privacy at the reception desk. 7% of respondents indicated that the introduction of background music has helped with the privacy aspect.

Patient Experience

Overall patient experiences at the practice are very positive. 93.4% of respondents indicated that their overall experience with dealing with the practice was good or very good.

Furthermore, 89.4% of respondents indicating that they would be happy to recommend the practice to someone else. This is an increase on last year’s 83% and is very good news, indicating that the practice continues to do a very good job at providing the essential services needed for its patient population.

In this year’s survey we also asked the question ‘are there any additional medical services you would like to see available at the surgery’? 50% of respondents who answered the question said yes and these were quite mixed, including:

  • more male GPs
  • physiotherapy
  • phlebotomy

In addition, we asked the question again if patients were happy to be contacted via email and text. Last year 31% answered yes to email contact, but this year this has increased to 47%. With regards to text contact 18% said yes, compared to 23% last year.

5. Agreed Actions

Following the discussion around the survey’s findings the following actions were agreed by the PPG members. As previously stated, the results of the survey have been found to be very positive with just a small number of actions needed and agreed.

  1. To continue to promote the online appointment and repeat prescription ordering service, encouraging as many patients as possible to use this great new facility.
  2. With regards to the request for more male GPs, we will be having a change of partners in the summer with a female GP leaving and a male GP joining the practice.
  3. Continue to promote the extended hours appointments to those patients who are not aware of this service.
  4. Investigate the possibility of introducing email access to the Surgery. This would be a 2 way communication system whereby Surgery staff, nurses and GPs can inform patients of results, decisions etc and where patients can ask questions as appropriate.
  5. In conjunction with Secondary Care Provider, investigate the possibility of a locally based Phlebotomy service.

Actions taken after last year’s Survey

Telephone access: More staff taking early morning calls to improve the time taken to deal with them.

Lunch time opening: Since last year’s survey reception has remained open through the day for patients to come in with prescriptions, or to collect items, or book appointments etc. In addition, telephone access is now available over lunchtime, where again patients can book appointments or make general enquiries. This has proved popular over the past months.

Privacy at Reception: The Practice introduced background radio and music which has further helped to improve privacy at the reception desk.

Online Appointments: This has now been introduced and has been widely advertised in the local press, practice website and within the surgery. To date approximately 200 patients have now registered with this service, which continues to be promoted. This service also allows patients to order repeat prescription items.

Support for Carers: The practice now has a more robust approach to identify and supporting carers. Awareness across all staff and GPs is much higher with new patients and newly identified carers being signposted to local services which may be of help and benefit to them.

Practice Opening Hours

The Practice is currently open on the following days and times:

Monday

8.30am – 6.30pm Extended hours for GP appointments from 7am to 8am

Extended hours for GP appointments from 6.30pm to 8pm

Tuesday

8.30am – 6.30pm Extended hours for GP appointments from 6.30pm

Extended hours for Nurse appointments from 6.30pm to 8pm

Wednesday

8.30am – 6.30pm

Thursday

8.30am – 6.30pm Extended hours for GP appointments from 6.30pm to 8pm

Friday

8.30am – 6.30pm

Telephone Hours

General Enquiries can be made from 8am Mon – Fri

Appointments can be booked from 8.15am Mon – Fri

General Access information

Repeat Prescriptions can be requested in writing and posted through the door, or in the repeat prescription request post box, or via Vision Online Services.

During core hours patients can access the Practice’s services via the telephone, in person, by post, or via the Practice website (towerhousesurgeryryde.co.uk), where requests for information can be made.

Test results information is available from 2pm Mon – Fri

Repeat prescriptions are available from 4.30pm on the day they are due.

Tower House Surgery Patient Participation Group Report March 2013

1. Development of the Tower House Patient Participation Group

The new Tower House Patient Participation Group (PPG) was launched in early 2012 after advertising within the surgery, with Posters on the front door and around the waiting room, as well as leaflets on reception desk which patients were (and are) actively encouraged to either fill out their details at the time, or take away to complete and return at a later date. We also promote and invite more patients to get involved with the PPG via our practice website, where we have a dedicated page.

Membership of the PPG has fluctuated over the last year, with new members joining and some existing members having to withdraw due to various personal circumstances.

We currently have 14 members, and continue to work towards having as wide a representative group as possible. New members are always welcome by contacting the Practice Manager and requesting an application form.

Profile of PPG members

Practice Population Profile PPG Profile
AGE
% Under 16 19% % Under 16 0%
% 17 -24 10% % 17 -24 0%
% 25 - 34 12% % 25 - 34 7%
% 35 – 44 12% % 35 – 44 14%
% 45 – 54 15% % 45 – 54 14%
% 55 – 64 12% % 55 – 64 29%
% 65 – 74 11% % 65 – 74 7%
% 75 – 85 6% % 75 – 85 29%
% over 85 3% % over 85 0%
ETHNICITY
% British or mixed British 80.25% % British or mixed British 93%
% Irish 0.43% % Irish 0%
% other white background 14.44% % other white background 0%
% White and Black Caribbean 0.58% % White and Black Caribbean 0%
% White and Black African 0.13% % White and Black African 0%
% White and Asian 0.33% % White and Asian 0%
% Other mixed background 0.51% % Other mixed background 0%
% Indian/British Indian 0.53% % Indian/British Indian 0%
% Pakistani/British Pakistani 0.05% % Pakistani/British Pakistani 0%
% Bangladeshi 0.31% % Bangladeshi 0%
% Other Asian 0.31% % Other Asian 7%
% Caribbean, WI, Guyanese 0.08% % Caribbean, WI, Guyanese 0%
% African 0.31% % African 0%
% Other Black backgrounds 0.03% % Other Black backgrounds 0%
% Chinese 0.33% % Chinese 0%
% Other ethnic group 0.43% % Other ethnic group 0%
% Not recorded 19.85% % Not recorded 0%
GENDER
% Male 49% % Male 29%
% Female 51% % Female 71%

What are we doing to engage / recruit under represented groups?

We recognise that the under-25 years patients are under-represented on the PPG and we actively encourage patients to get involved. We hold a weekly drop-in clinic for under-25 year olds and ask patients attending if they would like to get involved.

In agreement with the CCG practices are able to concentrate on patients who have expressed an interest in participating in the PPG, regardless of demographics. Other hard to reach groups fall under the remit of the CCG in terms of future consultations.

2. Agreed areas of Priority

A PPG meeting was held on 2nd August 2012 where areas of priority were agreed with the attending patients. The main agenda item of that meeting was to discuss this year’s Patient Survey, and what areas of priority did the PPG feel should be included in the survey. Prior to the meeting the Practice Manager (PM) had sent out a copy of the national Ipsos MORI GP patient survey, the GPAQ survey, surveys used by other GP practices, and a few additionally suggested other questions which were specific to Tower House Surgery to give a few ideas and get the ball rolling. These additional questions were based on ongoing patient feedback and occasional patient complaints.

The PM had asked PPG members prior to the August meeting to take a look at all the questions and to give feedback on what they thought, in terms of the questions themselves. Did they cover what was important sufficiently? Did anyone feel that there should be other specific questions or priority areas included? Feedback from members of the PPG was received before the meeting and further feedback and discussion was held during the meeting. There were some areas initially included such as personal health matters which the PPG members felt should be excluded from the survey. At this meeting it was agreed that the PM would re-work this survey and add in any additional questions, based on the discussions and feedback given by the PPG members. The PM then sent this out for the approval of PPG members before the survey was introduced to the wider registered patient group.

The agreed key priority areas for the survey were:

  • Telephone Access
  • Appointments
  • Opening Times
  • Reception
  • Patient Experience

Following the August meeting the PM brought together the set of questions and circulated these to members of the PPG for further comments / amendments / feedback, and the final agreed survey was then made available to patients.

3. Patient Survey

The Survey was made available through various avenues – patients attending the surgery were actively encouraged to take a copy from the reception desk on arrival (as appropriate, receptionists were giving copies to patients); patients who were being sent appointment letters from the surgery had a copy of the survey included in the post, and the survey was also set up on the Practice Website for online completion. The PPG members agreed that the survey should be made available through these avenues and they were also encouraged to tell as many patients about the survey as possible.

The survey ran from mid September 2012 to the end of February 2013. We wanted to give as many patients as possible the opportunity to complete the survey which is why we ran it for over 5 months. A total of 360 completed (mix of partially and fully) surveys were returned to the practice and the results collated. 62 surveys were completed online.

2012/13 Survey results

1. How many times have you visited or contacted the surgery in the last 12 months?

Average visits: 6.68
Average contacts: 6.18

2. When did you last see or speak to a GP from the Surgery?

In the last 3 months 71.23%
Between 3 and 6 months 14.53%
Between 6 and 12 months 10.06%
More than 12 months ago 4.19%
Never seen GP at surgery 0%

3. When did you last see or speak to a nurse from the Surgery?

In the last 3 months 54.75%
Between 3 and 6 months 16.76%
Between 6 and 12 months 11.45%
More than 12 months ago 13.69%
Never seen GP at surgery 3.35%

4. The last time you telephoned the surgery how easy was it for you to get through?

Very easy 25.84%
Fairly easy 39.04%
Easy 10.39%
Not easy 12.64%
Difficult 5.06%
Very difficult 3.65%
Extremely difficult 3.37%

5. The last time you visited the surgery how welcome did you feel?

Very welcome 55.59%
Fairly welcome 20.95%
Welcome 20.95%
Unwelcome 1.68%
Very unwelcome 0.28%
Extremely unwelcome 0.56%

6. The last time you visited the surgery how helpful did you find our reception staff members?

Very helpful 37.15%
Fairly helpful 35.75%
Helpful 25.14%
Unhelpful 1.12%
Very unhelpful 0.28%
Extremely unhelpful 0.56%

7. The last time you visited the surgery could other patients hear what you said to the receptionist?

Yes, don’t mind 69.75%
Yes, and not happy 14.01%
No 4.76%
Don’t know 11.48%

8. The last time you visited the surgery how clean did you find it?

Very clean 82.5%
Fairly clean 17.22%
Not very clean 0%
Not at all clean 0%
Don’t know 0.28%

9. How do you normally book your appointments to see a GP or nurse?

In person 19.64%
By phone 79.33%
Other 1.03%

10. Which of the following methods would you prefer to use to book appointments?

In person 22.41%
By phone 52.97%
Online 17.15%
Email 7.3%
Other 0.17%

11. Is there a particular GP you usually prefer to see or speak to?

Yes 69.69%
No 30.31%

12. How often do you see or speak to the GP you prefer?

Always, almost always 22.41%
Lot of the time 19.73%
Some of the time 36.79%
Never, almost never 13.71%
Not tried 7.36%

13. What time of day do you prefer to contact the surgery?

First thing in morning 68.52%
Mid morning 20.63%
Lunch time 4.5%
Afternoon 3.17%
Tea time / evening 3.17%

14. How often do you get an appointment when you want or need it?

Every time 10.58%
Most of the time 45.4%
Sometimes 28.41%
Rarely 13.37%
Never 2.23%

15. Last time you wanted to see or speak to a GP or nurse, what did you want to do?

See GP at surgery 70.56%
See nurse at surgery 18.78%
Speak to GP on phone 6.09%
Speak to nurse on phone 1.78%
Home visit request 1.02%
Didn’t mind/ not sure 1.78%

16. And when did you want to see or speak to them?

Same day 50.13%
Next working day 13.4%
Few days later 15.55%
Week or more later 8.85%
No specific day 10.19%
Can’t remember 1.88%

17. On that occasion did you get the appointment at the time you wanted it?

Yes 39.44%
Didn’t want specific 20.85%
No, appt not available 35.77%
No, other reason 3.94%

18. If you weren’t able to get an appointment for when you wanted or needed it, why was that?

None for the day 45.33%
None for the time 13.15%
Couldn’t see preferred GP 20.07%
Couldn’t book ahead 13.84%
Other reason 7.61%

19. Overall, how would you describe your experience of making an appointment?

Very good 24.72%
Fairly good 45.79%
Neither 16.01%
Fairly poor 9.27%
Very poor 4.21%

20. Outside of the Surgery’s core hours what time of the day/week would be best for an appointment for you?

Before 8am 13.79%
Lunch time 13.55%
After 6.30pm 23.65%
Saturday morning 14.04%
None of these 1.97%
Happy with core hours 33%

21. Overall, how satisfied are you with the hours that the Surgery is open?

Very satisfied 40.34%
Fairly satisfied 42.58%
Neither 11.48%
Fairly dissatisfied 4.2%
Very dissatisfied 0.56%
Not sure when open 0.84%

22. The last time you had an appointment how long after your appointment time did you wait to be seen?

Don’t have particular time 3.64%
Less than 5 minutes 10.64%
Between 5 and 15 minutes 54.06%
More than 15 minutes 28.29%
Can’t remember 3.36%

23. How did you feel about how long you had to wait to be seen?

Didn’t wait too long 61.47%
Waited a bit too long 26.06%
Waited far too long 6.23%
No opinion / doesn’t apply 6.23%

24. Last time you saw or spoke to a GP, how good were they at each of the following?

a. Giving you enough time

Very good 58.05%
Good 33.91%
Don’t know 2.59%
Poor 3.45%
Very poor 1.72%
Doesn’t apply 0.29%

b. Listening to you

Very good 64.77%
Good 29.83%
Don’t know 0.85%
Poor 4.26%
Very poor 0%
Doesn’t apply 0.28%

c. Involving you in decisions about your care

Very good 56.07%
Good 32.37%
Don’t know 3.18%
Poor 4.05%
Very poor 1.16%
Doesn’t apply 3.18%

d. Treating you with care and concern

Very good 61.10%
Good 30.55%
Don’t know 2.31%
Poor 5.48%
Very poor 0%
Doesn’t apply 0.58%

e. Explaining tests and treatments

Very good 59.13%
Good 28.12%
Don’t know 4.35%
Poor 3.48%
Very poor 0.58%
Doesn’t apply 4.35%

Last time you saw or spoke to a Nurse, how good were they at each of the following?

a. Giving you enough time

Very good 70.10%
Good 20.93%
Don’t know 1.33%
Poor 0.66%
Very poor 0%
Doesn’t apply 6.98%

b. Listening to you

Very good 70.33%
Good 20%
Don’t know 1.33%
Poor 0.67%
Very poor 0%
Doesn’t apply 7.67%

c. Involving you in decisions about your care

Very good 63.54%
Good 20.83%
Don’t know 2.08%
Poor 0.69%
Very poor 0%
Doesn’t apply 12.85%

d. Treating you with care and concern

Very good 70.79%
Good 18.21%
Don’t know 2.41%
Poor 0%
Very poor 0.34%
Doesn’t apply 8.25%

e. Explaining tests and treatments

Very good 63.92%
Good 17.53%
Don’t know 3.78%
Poor 0.69%
Very poor 0%
Doesn’t apply 14.09%

25. Did you have confidence and trust in the GP you saw and spoke to?

Yes, definitely 71.68%
Yes, to some extent 23.41%
Not at all 3.47%
Don’t know / can’t say 1.45%

Did you have confidence and trust in the nurse you saw and spoke to?

Yes, definitely 83.88%
Yes, to some extent 10.99%
Not at all 0.73%
Don’t know / can’t say 4.4%

26. The last time you visited the surgery how would you describe your overall experience?

Very good 56.16%
Fairly good 33.52%
Neither 7.45%
Fairly poor 2.29%
Very poor 0.57%

27. Would you recommend the surgery to someone who has just moved to your local area?

Yes, definitely 57.83%
Yes, probably 25.36%
Not sure 9.97%
No, probably not 5.13%
No, definitely not 1.71%
Don’t know 0%

28. How often do you use the Surgery’s website?

Regularly 4.28%
Sometimes 8.02%
Rarely 9.36%
Never 43.58%
Didn’t know about site 21.39%
No internet access 13.37%

29. Would you be happy for the Surgery to contact you with reminders or other information using any of the following technologies?

(This question was not on the online version of the questionnaire as it is not possible for respondents to securely include their contact details)

Yes, by email 31.42%
Yes, by text 23.56%
No to both options 45.02%

Demographic Information – this information was collated to establish how broadly representative of the practice patient population respondents to the survey were, and to help us look at how we were doing in terms of providing a high level of service across all ages, ethnic groups etc.

30. Are you?

Male 33.9%
Female 66.1%

31. How old are you?

Under 18 1.12%
18-24 2.81%
25-34 8.71%
35-44 11.24%
45-54 17.98%
55-64 17.7%
65-74 24.72%
75-84 12.64%
Over 85 3.09%

32. What is your ethnic group?

White British 96.6%
Black British 0%
Asian British 0%
Mixed ethnic 0.28%
White other 2.83%
Black other 0.28%
Asian other 0%
Other 0.28%

33. Do you look after or give help or support to family members, friends, neighbours or others due to their illness, disability, old age etc?

Yes 38.22%
No 61.78%

34. Would you describe yourself best as:

Heterosexual 93.33%
Bisexual 0.29%
Gay / Lesbian 1.16%
Other 0.87%
Prefer not to state 4.35%

35. Which, if any best describes your religion?

None 30.46%
Buddhist 0%
Christian 68.87%
Hindu 0%
Jewish 0.33%
Muslim 0.33%
Sikh 0%
Other 7.28%
Prefer not to state 2.98%

4. PPG response to the Patient Survey

A PPG meeting was held on 6th February 2013. The main purpose of this meeting was to review the results of the patient survey to date and reach agreement on any changes to the Practice’s services which may be needed.

The PM presented a power point presentation of all responses to date. The results presented in this report are the full and final results.

The PPG members felt that the responses were very positive across all areas.

There was discussion on the survey results on the agreed areas of priority during the meeting.

Telephone Access

How easy was it to get through to the surgery on the phone? The survey results indicate that 75% of patients find it easy, fairly easy or very easy to get through. This still means that 25% have some level of difficulty. 79% of respondents said that they normally made appointments by phone and over 68% of respondents preferred to contact the surgery first thing in the morning. The Practice management had already noted these results and were in the process of having additional staff members handling calls from 8.15am each day. The practice has 8 lines so this will always limit the number of callers who can get through at any one time. The practice’s telephone queuing system helps ensure patient calls are answered in order. The PPG agreed that this was the best course of action and were pleased with the overall results.

Appointments

57% of respondents had indicated that they were able to get an appointment when they wanted or needed it, most of the time or all of the time. 28% indicated that they sometimes got an appointment when they wanted or needed it. Again, it was felt by the PPG members that this was a good response. It was recognised that GPs are not in the surgery every day and it was also recognised that the practice had had until the end of January 4 trainee Doctors in the practice. The practice would normally have just 2 trainee Doctors at any one time, but local circumstances meant that extra pressure was put on the practice. Whilst there was no reduction in overall appointment numbers by having extra trainee Doctors it was recognised that it would be more difficult to see a preferred GP as they would be spending more time supervising trainee Doctors. The PM advised the PPG members that this situation should improve now we were back to just 2 trainee Doctors.

In terms of the overall experience of actually making an appointment 25% of respondents indicated that it was very good, with a further 46% indicating fairly good. With these high positive responses and with a further 16% of respondents indicating that their experience was neither good nor poor it was agreed that no further action was required by the Practice on this matter at this time.

Opening Times

The core hours of the Practice are Monday to Friday 8am to 6.30pm. In addition, the practice offers extended hours opening on Monday mornings and Monday, Tuesday and Thursday evenings. 33% of survey respondents indicated that they were happy with the core hours service provided. 13.79% indicated a preference for early morning appointments and 23.65% indicated a preference for early evening appointments. It was generally agreed that the Practice provides sufficient additional extended hours for these. It was also felt that there may still be a significant number of patients who were not aware of the extended hours offered to them, despite this information being widely available via notice boards inside and outside the surgery, practice booklet and practice website. It is noted that 13.55% of respondents indicated that they would like the surgery to be open during lunchtime, and 14% also indicated that they would like the surgery to be open on a Saturday morning. It should be noted that many respondents who indicated a preference for lunch time and Saturday morning opening also indicated early morning and evening preferences as well. There are no plans for the surgery to open on a Saturday morning at this time, though we are considering limited access during the 1-2pm period.

In terms of overall satisfaction with the Practice’s opening times just under 83% of respondents indicated that they were fairly or very satisfied with current access times. With a further 11.48% indicating neither satisfied nor dissatisfied there was no felt need to make any changes to the current opening times offered to patients.

Reception

Patients were asked questions in the survey regarding the physical cleanliness of the building, their perceived feeling of being welcome, how helpful reception staff are, and perceived privacy and confidentiality in reception.

In terms of cleanliness 83% of respondents indicated that they felt the practice was very clean with the remaining 17% indicating fairly clean. On the back of these responses no further action is required though the PM advised the PPG members that the practice had changed contract cleaners at the start of December 2012. It was generally agreed that the new contract cleaners maintained a high standard of cleanliness in the practice.

97.49% of respondents indicated that they were made to feel welcome in the surgery which, it was agreed, is a great testament to the practice’s reception team. In addition, 98.04% of respondents indicated that they found the reception staff to be helpful. Again, this is a very positive response.

69.75% of respondents indicated that they were aware that their conversation at reception could be overheard by others, but they didn’t mind this. However a further 14.01% indicated that they were aware of this and weren’t very happy about it. With the physical layout of reception and waiting room being what it is, we cannot change things. However the practice is taking steps to try to improve privacy (there is a small privacy screen to the left of the reception desk which offers a degree of privacy) by installing a sound system in reception which will either play music or broadcast local radio. This will provide background noise to help reduce attention on conversations being held at the reception desk. The practice has already purchased this equipment and will be looking to install in the coming weeks.

Patient Experience

Overall patient experiences at the practice are very positive. 89.68% of respondents indicated that their overall experience with dealing with the practice was good. Only 2.86% felt that they had had a poor experience at the practice.

Furthermore, 83.19% of respondents indicating that they would be happy to recommend the practice to someone else. 5.13% indicated that they would probably not recommend the practice with a further 1.71% indicating that they would definitely not recommend. Again, this is an overall very positive response and shows that the practice is doing a very good job at providing the essential services needed for its patient population.
5. Agreed Actions

Following the discussion around the survey’s findings the following actions were agreed by the PPG members. As previously stated, the results of the survey have been found to be very positive with just a small number of actions needed and agreed.

Install additional message on the telephone system asking callers to call back at a later time if their call is not urgent for today. It was agreed that this may help to reduce the number of incoming calls being made at the start of the day, allowing more patients who need to contact the practice at that time the access they require. In addition, the practice will increase the number of staff handling appointment calls from 8.15am.

Consider lunch time opening. The practice partners are aware that there are benefits to patients if the practice is open to some degree during the current lunchtime period. If agreed, this will increase access to reception for prescription delivery and collection, as well as telephone access to book appointments and make general enquiries.

Install sound system in reception to improve privacy. This will help to improve patient privacy at the reception desk by creating a distraction to other people in the waiting room.

Investigate the possibility of online appointment booking for patients. 17% of respondents indicated that they would be interested in being able to access appointments online.

Investigate ways to improve support / information to carers. Over 38% of respondents indicated that they provide care support to someone else. It is recognised that the health of carers is not always as good as it could be, with many carers putting their own health at a lower priority.

Actions taken after last year’s Survey

Telephone access: The new system installed is working really well. Callers choose the appropriate option and are then held in a queue at busy times. Messages included on the system to provide additional information to encourage callers to telephone at appropriate times, depending on the nature of their call. With over 75% of survey respondents indicating that they now find it easy to get through to the Practice on the telephone we believe that this service is now working well.

Booking appointments in advance – Further to last year’s appointment system change it was felt that a number of additional ‘same day’ appointments had to be held as demand for ‘same day’ appointments continued to be considerably higher than what the Duty GP could handle alone. We currently have approximately 50% of appointments available for urgent ‘same day’ matters, with the remainder bookable up to 8 weeks in advance. Patients are first offered the next available appointment with their preferred GP. If a patient needs to be seen sooner they will be offered an appointment with another GP who may be available sooner. If a patient needs to be seen the same day they have access to the same day urgent appointments. This is reflected in the result from this year’s survey where 50% of patients indicated that they wished to see a GP the same day.

Practice Opening Hours

The Practice is currently open on the following days and times:

Monday

8.30am – 6.30pm Extended hours for GP appointments from 7am
Extended hours for GP appointments from 6.30pm
Currently closed 1-2pm

Tuesday

8.30am – 6.30pm Extended hours for GP appointments from 6.30pm
Extended hours for Nurse appointments from 6.30pm
Currently closed 1-2pm

Wednesday

8.30am – 6.30pm Currently closed 1-2pm

Thursday

8.30am – 6.30pm Extended hours for GP appointments from 6.30pm
Currently closed 1-2pm

Friday

8.30am – 6.30pm Currently closed 1-2pm

Telephone Hours

General Enquiries can be made from 8am Mon – Fri

Appointments can be booked from 8.15am Mon – Fri

General Access information

Repeat Prescriptions can be requested in writing and posted through the door, or in the repeat prescription request post box, or via the Practice website at: towerhousesurgeryryde.co.uk

During core hours patients can access the Practice’s services via the telephone, in person, by post, or via the Practice website (towerhousesurgeryryde.co.uk), where requests for information and repeat prescriptions can be made.

Test results information is available from 2pm Mon – Fri

Repeat prescriptions are available from 4.30pm on the day they are due.

Patient Survey Report 2012

Click here to view the Tower House Surgery PPG Report for March 2012.

Please contact the Practice Manager if you have any questions relating to this report, and if you would like to become involved in the PPG.

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AXA Speedy Access Merely Theatre Wight Home Care Ltd Fairview Care for the Elderly Walter Gray & Co Solicitors Wight Sound Hearing
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Tower House, Rink Road, Ryde, Isle of Wight , PO33 1LP
  • Telephone (01983) 817200
Practice Website supplied by Oldroyd Publishing Group
AXA Speedy Access Merely Theatre Wight Home Care Ltd Fairview Care for the Elderly Walter Gray & Co Solicitors Wight Sound Hearing
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