Patient survey and results

PATIENT PARTICIPATION REPORT 2014/15

Click the link below to download the latest results.

PATIENT PARTICIPATION REPORT 2014/15

PATIENT SURVEY AND ACTION PLAN 2013 – 14

A big thank you to everyone who completed a survey form for us over the last two years – it is very much appreciated.  We are also very grateful to our Patients Group for their help and support in working with us.

We have now updated the website to reflect the latest results and position.  A full copy of the latest patient participation report 13 14 (without attachments) can be accessed here Patient+Participation+Report+2013-2014. A copy of the updated and agreed action plan can be accessed here Action+plan+2013+-+2014. Full copies of the reports and attachments can be viewed in the surgery – please enquire at the Reception Desk.

The latest Survey carried out by the practice was called a General Practice Assessment Questionnaire (GPAQ) and allows the practice and individual clinicians to be ‘benchmarked’ against the 100s of other surgeries completing the GPAQ survey.  Several questions allow comparison against the National GP Survey results of 1000s of practices.

You can access the full version of our combined practice GPAQ survey results here QPAQ+Survey+Results+2014. These are quite long and can be difficult to understand.   So we have produced some headline comparison results below that you can quickly view should you wish:

BENCHMARKING SCORES – PATIENT SURVEY

QUESTION GPAQ COMPARISONSCORE -NUMBER NATIONAL GP SURVEY COMPARISONGOOD V NOT GOOD %
PRACTICE GPAQ MEAN PRACTICE NATIONAL GP SURVEY
GP Listening to you 96.4 83.5 98.2% 88%
GP Giving you enough time 94.7 80.0 97% 86%
GP Involving you in decisions about your care 94.1 81.4 98.1% 76%
Confidence that the GP is honest and trustworthy 100% 93%
How helpful do you find Receptionists 96.3 77.2 Helpful v Not Helpful100% 89%
How easy to get through on the phone 80.3 59.4 Easy v Not Easy95.6% 78%
How easy to speak to a Dr or Nurse on the phone 76.9 60.6
How easy to book ahead Easy v Not Easy93.5% 79%
How do you rate how quickly you were seen 81.8 68.8
How long you waited 70.6 56.9
How often do you speak to the GP you prefer Often v Not Often81% 65%
Nurse giving you enough time 93.6 78 94.5% 81%
Nurse Listening 93.2 81.0 96.4% 81.0%
Nurse Explaining your condition and treatment 93.2 81 96.4% 80%
Nurse Involving you in decisions about your care 89.9 59.4 93.8% 68%
How does practice help you to:
Understand Health problems 93.7 69.1
Cope with health problems 93.2 65.5
Keep yourself healthy 89.8 61.7
Overall experience of GP Surgery 98.2% 88.0%
Would you recommend GP surgery to someone just moved to the area 100% 82%

All the results highlight that you (our patients) rate the service the practice and our individual clinicians (Doctors and Nurses) provide to you as consistently above the average.  In the majority of cases the results are much higher than the average.    For example 100% of you would recommend us to someone moving to the area (The Family and Friends Test) and over 98% of you rate your overall experience of Papworth Surgery as a positive one.

So thank you – we will try our hardest to continue to provide this level of service in the years to come.

—  2011 / 2012 Below here  —

PAPWORTH SURGERY- PATIENT SURVEY 2011/12

The following has been produced as a quick way of responding to areas where we feel some clarification or response would be helpful to patients.

Question:  What hygiene policies are in place?   Hygiene is very important to us and the practice scored well not just in this survey but also in inspections of the practice by other organisations. However, the cleaning of the self check in screen was commented upon in the survey and in response we have installed a handgel dispenser adjacent to the screen with a notice asking patients to disinfect their hands before using it.

Question: How long is an appointment with a doctor? A standard appointment is 10 minutes long. We are aware that sometimes patients have a few issues they wish to discuss and our clinicians will sometimes ask the patient to prioritise the issues they have come to discuss. We feel we succeed in the balance of keeping to time but also providing patients with the time and space they need to receive good medical care. If you feel your concerns will take longer than usual, it’s a good idea to book two appointments together so that you and the doctor have time.    Your doctor will also ask you to return for a longer appointment if clinically indicated.  Nurses’ appointments are calculated by the “condition” being treated, so you will find that these are often long enough for your needs.

Question:  Why does my doctor or nurse look up things on the internet or use a book when we are discussing something? GPs are pretty smart folk and have a wide knowledge base, and are especially skilled in pattern recognition, the essential skill for diagnosis.  They may recognise that you have an unusual condition, but perhaps may not be familiar with the details of treatment.  It is important that they look for up-to-date information! Sometimes the sites used are ones that the patient and doctor can view together and discuss or a leaflet printed. Excellent sites for patients are www.patient.co.uk and www.nhsdirect.nhs.uk.

Question:  Why doesn’t my doctor always ring me with the results of my tests?   Most days we will receive around 70 test results back to the practice, and regrettably contacting patients with each and every result, and having a conversation about what these results mean, is unmanageable for us.  We will however contact you if a test result is unexpectedly abnormal, or a change of treatment is required.

On the other hand, we are of course happy to let patients know their test results if they make an enquiry. To ensure we are able to maintain our Patient Confidentiality obligation, we would ask that you phone in personally for your test results.  This is normally done by telephoning the surgery on 01480 830888, pressing Option 4 and leaving a message on the practice nursing team answer phone.  One of the nursing team will endeavour to call back and speak to you that day.  This sometimes may not be possible.

When the results of your tests are received back at the surgery they are reviewed and commented on by your doctor and appropriate entries are recorded in the computerised medical records. The receptionist will be able to let you have these comments, but please don’t ask her for any interpretation of the test: they are not qualified to offer such opinions!   Copies of test results can be printed and collected from the surgery, should you wish.

There is no simple rule as to how long it will take to receive the results of tests since this varies according to the test. We will normally have the results for most blood tests within 4 working days, although there are some blood tests which take 6 working days and occasionally special blood tests such as hormone levels can take up to 4 weeks. Swabs, urine and stool tests are usually back 5 working days after they are taken. X-rays usually take 7 working days and laboratory pregnancy tests usually 2 working days. We hope that you will take this information as a guide when phoning up for the results of your tests. We ask for your understanding as there are often delays which are out of our control.

Question:  What is a care plan and why didn’t I get one?  The majority of consultations with a clinician have a care plan, although this is often not a formal document. For example: a patient with an ear infection might receive antibiotics and pain relief, and advice to contact the surgery if it gets no better, or gets worse. A more complicated example would be for a patient with a long standing problem such as chronic obstructive pulmonary disease – they may have a plan which means they monitor their breathlessness, and add in extra medication as necessary, and a review with the specialist nurse at regular points in the year. The more simple care plans are not printed and given to patients, but some of the more complicated ones are.

Question:  What is the electronic booking in machine and why should I use it?  The booking in machine is in the main reception foyer by the waiting room entry doors. It is linked to our computer system, and patients can use it to “check in” for their appointment. Sometimes there can be a queue at the reception desk as patients need a receptionist to deal with their enquiry or make an appointment. The machine books you in on our system, so that the doctor or nurse knows you are waiting. It also tells you which doctor or nurse you are seeing and whether that clinician is consulting on time (although these estimates of waiting time may be inaccurate, eg the patient before you has a particularly long consultation).  It is a confidential system, requiring minimal details to identify you. If you are very early or late for an appointment the machine will direct you to the receptionist. Use of the booking in machine by as many patients as possible will reduce congestion at the receptionists counter, and improve confidentiality.  We would therefore prefer patients to use it for these reasons but it is not compulsory.

Question:  What can I do on the website to make my life easier? After you have registered for the service you can order your authorised repeat prescriptions and book GP appointments on line.  Recent enhancements allow you to link to medical websites to view patient information on general medical conditions and other useful information.   The basic website will allow you to view surgery times and the services we offer. Unfortunately we are unable to offer on line booking of nurses’ appointments due to structuring of clinics and specialist skills and the problems around patients booking into inappropriate appointments.  This is something that we review regularly and hope to improve upon when the practice moves to a new clinical system later this year.

Question:  Why can’t I get always prebook an appointment with my GP and why do receptionists want to know some basic details of my illness? At the surgery we have a number of ways of helping patients with their problems. These include a consultation with a doctor or nurse or phlebotomist, an opportunity to pre-book a daily morning telephone consultation with a doctor or our secretaries/receptionists may be able to help you with administrative problems. We are keen to ensure that patients have a consultation with the most appropriate person when they ask for an appointment. This may mean it is sensible for our receptionists to ask for some more information about the nature of your problem, although of course you do not have to pass on details about yourself, or your condition, to the receptionist if you do not wish to do so.

We offer a wide range of routine appointments, bookable usually 4-6 weeks in advance. We try to offer you your usual doctor at a time convenient to you. However please remember that most of our GPs are part time and do not work every day of the week.  In order to deal with the demand for patients to book ahead and those wishing to be seen urgently, that day, we follow the national guidelines on appointment booking.  This is normally 1/3 of appointments prebookable ahead and 2/3 for on the day consultations.  This also gives us the capacity to see Minor Injury cases without the patient having the need for an A&E visit.

Another reason that it may not always be possible to give you the appointment you wish is the number of patients booking appointments and not turning up, without cancelling them. Approximately 60 – 100 appointments per month are wasted this way. A reduction in this would definitely improve the chances you have for an appointment of your choice.

Question: Why is there sometimes a problem parking at the surgery? We accept that in recent times car parking has become more difficult as the surgery has grown, together with the opening of the collocated pharmacy.  However, compared to other surgeries, we consider ourselves very fortunate with the car parking that is available to our patients.  This includes one side of the road (Chequers Lane) directly opposite the Surgery main entrance, the Conservatory Car Park opposite the Surgery and the Pendrill Court car park at the rear of the Surgery.  Of course the Surgery has also recently installed a bicycle securing point in the garden area so patients can ride and secure their bikes without having to drive.

Question: How can I get my repeat prescription?  When agreed by your GP these can be ordered on line, by post or by visiting the Surgery.  To prevent medication errors these are the normal avenues of obtaining repeat medication.  If a patient is unable to order through these options then, as a last resort, we presently allow via answer phone on 01480 831086.  The national standard is for the repeat prescription to be authorised by the GP within 2 working days (this excludes weekends and public holidays).  The practice standard is for the repeat prescription to be authorised and the medication ready for collection within 2 working days of receiving the request.  We are fortunate in having a pharmacy co-located on our site making it much easier to access GPs advice and enabling medication to be issued without the need to travel elsewhere.

Question:  What is Papworth Surgery Patients’ Link and what can it do for me?  The Link is our Patient Participation Group and has been in existence since 1987. It is essential in ensuring a link between patients and the practice. Members of the committee help organise the delivery of the Surgery Newsletter, health education evenings and speakers, raising of funds for equipment and amenities at the surgery (over and above those that the surgery are required to provide) and, most important, promote liaison between surgery staff and patients. It’s essential that the practice has a way of making sure the services offered are in line with what patients need and want.

On a final note

  • 99% of patients rated their care at the Surgery as Excellent, Very Good or Good
  • 97% of patients rated the Reception Team as being as helpful as they should be for all or most of the time,
  • 91% of patients rated getting through to the Surgery by phone for all of the time or most of the time without too long a wait.
  • 95% of patients felt they were always treated with dignity and respect
  • 99% of patients felt it was fairly easy or very easy for people with disabilities to move around the surgery
  • 99% of patients would recommend the Surgery to someone who had recently moved to the area.

A full copy of the patient participation report (without attachments) and action plan can be accessed from the practice website.