Shirley/Bywood Medical Centre organised a patient feedback questionnaire, during the months of February 2014 to June. The questionnaire used was a standard GPAQ (general practice assessment questionnaire) that was distributed through random sampling of patients attending the surgeries after their appointment with either the nurse or doctor. The questions posed a variety of questions including care provided from the GP / Nurse / Administration staff. Questions were also asked about waiting times, booking appointments, and overall general experience. The purpose of the survey was to get feedback from patients regarding the service provided, and to what level they are satisfied. The survey gives a trend of patient satisfaction regarding the service provided; however this sample is in no way the full representation of all the patients registered at the practices. The results of the survey findings are posted in the waiting room and on the surgery website and on request from the practice manager. FINDINGS OF THE PATIENT SURVEY The survey was in the form of a questionnaire and used a Likert scale from 1-5 corresponding to the standard of the service the practice provided, with the answer to the final question indicating the patients overall satisfaction with the practice, being one of the following; poor service; fair service; good service; very good service; excellent service. Number of questionnaires completed – 35 GP care – (putting the patient at ease/ listening/ assessing condition explaining/involving patient / providing treatment) The survey showed that the majority of patients 76% were either very happy or happy with the standard of GP care. 20% were satisfied with the standard of care and 4% poor or did not answer. 90% of those sampled were happy to see the doctors again Reception care (how helpful/phone access/advanced booking) 77% of those sampled found the reception staff were very or fairly helpful and 23% either did not know or found them somewhat helpful or not helpful at all. The majority found it easy to get through to the Practice on the Phone 71% found it either very easy or fairly easy. 58% found it easy to speak to a doctor or nurse on the phone 55% found it difficult to get an urgent same day appointment with either the GP or nurse 82% said they were able to book and appointment in advance the preferred method being by phone call Waiting times 38 % said that they were able to get a same or next day appointment 42% said they were able to get an appointment within 2-4 days but not necessarily with the doctor they wanted to see 20% said they had to wait more than 4 days 47% of patients had to wait between 11-30 min before being seen. 40 % had to wait between 5-20 min 13% had to wait longer than 30 min to be seen. Additional opening hours /access The majority wanted some phone access to administration staff or doctors on weekends especially a Saturday and after 6.30 pm Nursing care The majority 75% were happy or very happy with the standard and quality of nursing care The major problem being access to nursing times and appointment availability. Overall experience 70% of patients found the practice experience as excellent or very good 20 % found the practice good 10% satisfactory The majority would recommend the practice. As part of the survey a comments box section was also included which allowed any further queries, complaints or suggestions to be expressed. We have reflected on the findings of the survey and the following considerations have been made 1. We will look to improve the patient experience. This means reception staff training and handling of phone calls. We have had a recent influx of new admin and reception staff and will constantly look to improve staff training and service delivered. We have has comments suggesting problems with prescription and appointment mix ups and we will try and address this situation. We recently introduced Electronic prescribing and this has encountered teething issues which we are working hard to sort out. 2. We are looking to improve our online booking of appointments and currently offer some online booking facility via the website. 3. We will be introducing online request for prescriptions 4. We have improved access to speaking to a doctor or nurse. We have introduced a formal message book system for the doctors and nurses to address patient enquires The doctor or staff will contact you in response to your problem. The doctor can also triage the need for an urgent appointment request if no appointments available 5. Every effort will be made to try and keep to your appointment time 6. Nurse appointments have been a problem due to nurses leaving and recruitment. We will be addressing this in the near future 7. We will soon be having more access to female gp time GENERAL COMMENTS “The best practice I have been to” “More female doctors for female issues please ” “More smiling for the receptionist and some compassion please” “Very kind and helpful” “Overall a god practice and good doctors and staff” MORE PATIENT FEEDBACK CAN BE LEFT ON THE NHS CHOICES WEBSITE AND I WANT GREAT CARE WEBSITE “THE AIMS OF THE PRACTICE IS TO MAINTAIN ITS PERSONABLE APPROACH TO PATIENT CARE AND MANAGEMENT, ALONG WITH DELIVERING A HIGH QUALITY SERVICE THAT PATIENTS FEEL THEY CAN TRUST”