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PPG APPENDIX 2. ppg Miinutes .. 31.01.12 . Patient Survey 2011 Preliminary Findings

PPG APPENDIX 2. ppg Miinutes .. 31.01.12 . Patient Survey 2011 Preliminary Findings. Preliminary findings. Overall there is a high level of satisfaction However: Poor communications means that patients are not clear on Opening hours The triage process

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PPG APPENDIX 2. ppg Miinutes .. 31.01.12 . Patient Survey 2011 Preliminary Findings

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  1. PPG APPENDIX 2. ppgMiinutes.. 31.01.12.Patient Survey 2011Preliminary Findings

  2. Preliminary findings • Overall there is a high level of satisfaction • However: • Poor communications means that patients are not clear on • Opening hours • The triage process • The out of hours arrangements • Accessibility to doctor of your choice - continuity of care raised for on-going problems • Accessibility for semi-urgent doctor appts (wanting to see a doctor not speak on phone) • Lack of knowledge about internet access • Concern about Private health care and how it fits with NHS practice

  3. Number of Responses • Survey fully completed by 397 patients • Goring – 243 • Woodcote – 154 • A further 12 forms were submitted but were incomplete and could not be scored • In addition to the tick boxes 200 comments have been recorded and summarised:

  4. How many responses did we need? Variability = the likelihood of strongly opposing views Response rates of public surveys 1-20% Our response rate (assuming a population of 9,000 = 4.4%

  5. Who did respondents see?

  6. Breakdown by Gender

  7. Q1 - How would you rate the availability of the appointment you have attended today or yourlast appointment ? By % of all responses

  8. Q1 - How would you rate the availability of the appointment you have attended today or yourlast appointment ? By % of age group

  9. Q1 - How would you rate the availability of the appointment you have attended today or yourlast appointment ? By number of responses

  10. Q2 - How would you rate the time you have waited in our waiting room today or at your last attendance? By % of all responses

  11. Q2 - How would you rate the time you have waited in our waiting room today or at your last attendance? By % of age group

  12. Q2 - How would you rate the time you have waited in our waiting room today or at your last attendance? By number of responses

  13. Q3 - How would you rate the quality of the care you received today or at your last contact? By % of all responses

  14. Q3 - How would you rate the quality of the care you received today or at your last contact? By % of age group

  15. Q3 - How would you rate the quality of the care you received today or at your last contact? By number of responses

  16. Q4 - How would you rate the ability to see the doctor of your choice? By % of all responses

  17. Q4 - How would you rate the ability to see the doctor of your choice? By % of age group

  18. Q4 - How would you rate the ability to see the doctor of your choice?

  19. Q5 - How satisfied are you with the hours that the Practice is open? By % of all responses

  20. Q5 - How satisfied are you with the hours that the Practice is open? By % of age group

  21. Q5 - How satisfied are you with the hours that the Practice is open? By number of responses

  22. Q6 - How satisfied are you with the care that is offered by the Out of Hours Service? By % of all responses

  23. Q6 - How satisfied are you with the care that is offered by the Out of Hours Service? By % of age group

  24. Q6 - How satisfied are you with the care that is offered by the Out of Hours Service? By number of responses

  25. Q7 - What is your understanding of the Practice’s new “triage” system for seeking “same day” medical help or advice? By % of all responses

  26. Q7 - What is your understanding of the Practice’s new “triage” system for seeking “same day” medical help or advice? By % of age group

  27. Q7 - What is your understanding of the Practice’s new “triage” system for seeking “same day” medical help or advice? By number of responses

  28. Q8 - How satisfied are you that the Practice’s new “triage” system meets your healthcare needs? By % of all responses

  29. Q8 - How satisfied are you that the Practice’s new “triage” system meets your healthcare needs? By % of age group

  30. Q8 - How satisfied are you that the Practice’s new “triage” system meets your healthcare needs? By number of responses

  31. Lessons Learned • Calculate the response rate required and distribute questionnaires accordingly • Avoid major public holidays • Consider the most efficient way of distributing the questionnaires • Consider a professional audit of the questionnaires before distributing • Consider a professional review of the results for a view on statistical significance

  32. Next Steps • Agree an action plan • Monitor implementation • Plan an open meeting to present the results and the remedial action to be taken • Consider the need for a further survey in 2012

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