Madeley Practice Participation Group Survey Results January 2013
All online participants were invited to complete questionnaires and we also had the questionnaires in the waiting rooms.
21 completed questionnaires came back to us, 10 male and 11 females with age ranges from 11-over 74 years old.
All patients were Caucasian.
The majority of patients choose to book their appointments on the telephone, although there is a high demand for our 2 phone lines in the morning 66% of patients found it fairly easy to get through, 33% didn't.
The difficulty is unfortunately the same as we have every year, that if you want to see only one specific doctor and at a specific time it is not always possible to book this for you.
Reassuringly, if patients are happy to see any doctor they are being seen within 48 hours.
The awareness of evening surgery appointments seems to be better, and the increased nurse appointments on a Monday evening have been well received.
The results here reflect what we have assessed for individual doctors through the year, that you have adequate time, are being involved in decisions about your care and you have confidence in the clinicians treating you.
This was then further complimented in the way you were then able to deal with your health problems and keep yourself healthy.
We re-advertised, because of software problems last year, but had minimal interest, as this became apparent through the year we took the decision to do individual doctor surveys (each doctor had 40-50 individual replies) and also to do a survey in a focus group to look at specific difficulties (see below under further surveys).
Access to appointments with a specific doctor was the main issue raised and is not a new problem for us. It is not solvable without making the doctors' workload inequitable.
Despite intensive awareness campaigns over the last 2 years there has been relatively little uptake in the virtual/online participation group.
For this reason we have done individual doctor surveys to enable clinicians to reflect on issues that may affect their consulting style and a random sample survey for patients that suffer with hearing problems.
From this survey for patients with hearing problems there were 29 responses out of 40 mail shots.
The majority of patients used the telephone for booking and had no issues that they wished to raise.
4 patients raised issues about where they felt the service could be improved and these were specific comments about us speaking louder and looking at a person as we speak to them. There was a comment about evening surgeries which have been offered on a Monday evening for some time; and a question about the loop system which is available at reception.
The results have been discussed and will be emailed to our virtual group, enclosed in the next newsletter and be available in the waiting rooms. You are very welcome to make further comments at any point.
The actions are based not only on the feedback from the surveys but also comments through the year and work that we are aware needs considering.
Thank you to all patients who have taken the time to participate in our surveys through the years as well as those that give feedback at other times.
If you would like to be included in next years Madeley Practice Participation Group surveys please complete this slip and return it to reception:
(please write clearly for this — as sometimes it is a problem)
If you would like paper copies write your telephone number and we can call you when it is available to complete.