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Prospect Surgery Patient Participation Group. Survey December 2012. Practice population December 2012 7702 Number of surveys completed 325 Percentage responded 4.22%.
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Prospect Surgery Patient Participation Group Survey December 2012
Practice population December 2012 7702 • Number of surveys completed 325 • Percentage responded 4.22%
Do you know any local groups the PPG could contact/visit to work with on future projects and gain views from? • Carers Wakefield • "Team" Wakefield. Parents forum for children with disabilities • Nursing home patients / relatives • Breastfeeding Friends • Any group related to inpatient services as there appears to be gaps in knowledge of procedure
Please detail below any additional comments you would like to make • I think the staff have been very friendly and helpful • Listen more to the Patient • The practice is well run and a couple of the doctors are very thorough • Nothing more to say 100% good / no Text • If it is not possible to see a Doctor on the day you ask is it possible to see a Nurse? • I think everyone at Prospect Surgery are extremely pleasant & helpful • Good Practice 10/10
Please detail below any additional comments you would like to make • I am very happy with the service given • Your prescription team have been especially helpful and responsive, which we really appreciate • Brilliant • No problems getting appointments good service • I think the text service is because its sometimes very hard to get through on the phone • I appreciate being able to make "same day appointments" The nurses being in the surgery are beneficial to me
Please detail below any additional comments you would like to make • Appointments to run on time and a text to say running late if not • It is very hard to get appointments, even if you ring as soon as it opens or they give you a stupid time, some people have to work you know • Phoning at 8:15, hard to get through and sometimes appointments have gone! More-pre-bookable appointments needed please • Receptionists who smile and sound like they are bothered (note some are but not all) • Booking appointments online would be useful if there were more appointments available • New customer recommended
Please detail below any additional comments you would like to make • It can be difficult to contact the surgery by phone on a morning. I got through at 8.20 yesterday and all morning appointments had gone. I was offered an appointment the next day - so I was happy with the service on this occasion • The staff are very friendly. The surgery is always clean and tidy • Phone in appointment always seem to be on a Thursday why? • Still too long to get appointment - Waiting times too long also • The doctors are perfect
Please detail below any additional comments you would like to make • I don't have a mobile phone or the internet I'm on the landline phone • Better time keeping of doctors/nurses appointment times by said. More welcoming approach from some service providers • Great service • We have to stand outside to make appointments in the year 2012 - think not • The receptionists / people who deal with prescriptions could have better attitudes • Receptionists should undertake customer service training !! • Very difficult to book an appointment
Please detail below any additional comments you would like to make • Would appreciate some greenery and or art work in waiting room • I am happy with the service at this practice it is sometimes difficult to get an appointment or make advance appointments • As the group meets during the day it is impossible for me to join as I work • Making an appointment on the day you are ill is impossible - appointments are filled by 08:16!!! • Very hard to make an appointment by phone I phone at 8:15 & all appointments have gone! • I do think the practice has improved but lack of appointments & rude receptionists need to be addressed
Please detail below any additional comments you would like to make • Blood tests vary visits weekly or fortnightly • Reception informed me when trying to make appointment , that blood nurse is only available one day a week - I am informed this is incorrect • Found service has improved since joining • Due to lengthy delays waiting for appointments which is understandable, some books toys for children would be appreciated and appropriate - like in the other local doctors. I have seen your response to this in the PPG feedback and your instruction to parents asking us to control our children - I find this ridiculous and not patient or family friendly
Please detail below any additional comments you would like to make • Later appointments (evening required) more daily appointments required • Waiting room needs to be more child friendly toys/books, children get board and we have to keep them occupied • Excellent service carry on. All the best for xmas and the new year • Seating is in better position - very good • The front line staff (i.e. reception) would benefit from basic mental health awareness training
Please detail below any additional comments you would like to make • I would like to know why its so hard to get an appointment when you walk in and there is nobody sat in this waiting room • Never can get to see my "own" doctor without waiting /ringing back etc • Why are there minimal or NO appointments available on line even when you are promoting the service pointless system. In the last 3 months only twice has there been an appointment when I requested one, non suitable due to work, non urgent so tried many many times daily. Had to phone at 08:15 • Staff at the end of the phone are now more helpful & not abrupt as times in the past
Please detail below any additional comments you would like to make • My family are rarely able to get appointments with our own doctor (Dr Cole), otherwise appointment availability is good • I find it very difficult that repeat prescriptions cannot be ordered by telephone • Sorry I am not into this modern living texting etc • Keep up the GOOD WORK
Additional Benefits • As a result of the survey an additional 4 patients have put their names forward to me members of the patient group
List size December 2011; 7543 Surveys issued December 2011; 955 Surveys returned December 2011; 340 Return Rate December 2011; 35.6% Practice population responded to survey December 2011; 4.51% List size December 2012; 7702 Surveys issued December 2012; 656 Surveys returned December 2012; 325 Return Rate December 2012; 50% Practice population responded to survey December 2012; 4.22% Comparative Data 2011/2012
Registered for web services February 2012; 12 Website hits February 2012; 500 On line prescription requests February 2012; 6 Appointments booked on line February 2012; 0 Consented to text alerts October 2012; 8 Registered for web services December 2012; 740 Website hits December 2012; 2041 On line prescription requests December 2012; 91 Appointments booked on line December 2012; 21 Consented to text alerts December 2012; 449 Comparative Data 2011/2012
Actions Suggested by PPG for Practice • Produce slip for patients to complete re text message service to be available in surgery • PPG Newsletter • Invite groups identified to attend PPG meetings • Provide Breakdown of age ranges in relation to preferred contact method to see if any outlying groups • Use PPG notice board to answer some of the additional comments made • Encourage practice not to forget those who prefer traditional methods of contact • Re-publish patient information on appointment system • Group suggested publishing when available any impact text service has on DNA rates.
