checkedDrVPatient Satisfaction Questionnaire NEW Jan2012 by S888vInM

VIEWS: 4 PAGES: 65

									 Patient Reference Group
       DES Report
       March 2012

Springfield Medical Practice

  By: Nafisa Suleman (Supervisor) & PPG Lead Val Weston
        Checked by Dr V & S Rajput 28th mar 2012
        Developing Patient Reference
                   Group
• Profiled patients by age, sex and ethnicity
• Used existing group and added more diversity and ethnicity
• Put poster in reception area and asked patients
  opportunistically if they were interested in joining
• Tried hard to indentify and involve all minority ethnic groups,
  was able to reach out to Indian, Asian, white British, Irish &
  Caribbean population had difficulties with polish and eastern
  European ethnic group
• Made effort to involve the polish and eastern European ethnic
  group, offered to book interpreter but they seemed not
  interested and did not attend when invited to meetings.
       Profile Of PPG Group
     AGE        SEX                   ETHNICITY
61          M         Indian
73          M         Indian
79          M         Indian
31          F         Pakistani
70          F         White British
33          M         Pakistani
24          F         Pakistani
42          F         Indian
72          F         Caribbean
77          M         Pakistani
51          F         Irish
41          M         Pakistani
37          F         White British
38          F         White British
13          M         White British
     Identifying & Agreeing the Priority
                    Areas
  PRG Meeting in July 2011, made a joint decision on what the priority areas should be
  for the survey i.e.

 Access – previous surveys have indicated patient dissatisfaction with
  surgery access with changes implemented we wanted to see if there
  is a visible improvement in patient access.
 Telephone Triage – Implemented in May 2011 to increase capacity
  and improve patient access important to see if this service has been
  utilised and well received.
 Waiting time – PRG members have shown concern of long waiting
  times so we felt it was crucial to include this within the survey.
 Opening Times – PRG members showed disappointment due to the
  late evening no longer being a Doctor led surgery felt it was vital to
  ask what additional hours the patients would ideally like the surgery
  open for.
            To address the priority areas a patient satisfaction
                          survey was carried out
      Collating Patient Views

• Sample size – 170
• Opportunistic sample
• All aspects of the daily running of the
  surgery were included in the questionnaire
• Duration – 09/12/2011 – 06/01/2012
• Clinicians Involved – Dr V & Dr S, Rona
  (Nurse), Dr Collum (GP Registrar), Dr Moss &
  Dr Blaggan (Sessional Drs)
                                Who did you see today?

            Dr Blaggan/Dr
                                         14
                Moss

                    Rona                                            46
Clincians




               Dr Collum                           24


                    Dr S                                            47


                    Dr V                                       39


                            0       10        20        30     40        50
                                          Number of patients
                    Analysis
                 Who did you see today?

•   Dr V Rajput– 22.9%
•   Dr S Rajput - 27.6%
•   Rona (Practice Nurse) - 27.2%
•   Dr Collum (GP Registrar) - 14.1%
•   Dr Moss/Dr Blaggan (Sessional Drs) - 8.2%
                               How many times average do you visit the GP a
                                                 year?


                           >7 visits                                                       55
Number of Visits Per Yr




                          5-6 visits                                                  51


                          3-4 visits                                        45


                          1-2 visits              19


                            0 visits   0


                                       0   10    20         30         40        50             60
                                                       Response Rate
                      Analysis
     Number of consultation per patient during the year
•   0 – 0%
•   1-2 – 11.2%
•   3-4 – 26.5%
•   5-6 – 30%
•   >7 – 32.3 %
                    What additional hours would you like to see the
                                  practice be open?


                I am satisfied                                   50


                   Weekends                                           59
Opening Times




                     Evenings                     28



                  Lunch-Time               18


                Early Morning             15


                                 0   10    20     30    40      50    60   70
                                                Response Rate
                         Analysis
    What additional hours would you like see the practice on for?

•   I am satisfied – 29.4%
•   Weekends – 34.7%
•   Evenings – 16.5%
•   Lunch times – 10.6 %
•   Early mornings – 8.8%
                          How do you rate the hours the surgery is open for
                                           appointments?


                        Excellent                        24



                        Very Good                                                 52
level of satisfaction




                            Good                                                   54



                              Fair                                 35



                             Poor        5


                                     0       10   20          30        40   50         60
                                                       Response Rate
                        Analysis
How would you rate the hours the surgery is open for appointments?

• Excellent – 14.1%
• Very Good – 30.6%
• Good – 31.7%
Overall Satisfaction = 76.4%

• Fair – 20.6%
• Poor – 3%
Overall Dissatisfaction = 23.6%
If you need to, are you able to see or speak to a
 Doctor within 24 hours of calling the surgery?



            27%

                                                    Yes
                                                    No

                          73%
                         How would you rate your ability to ge t through to
                                 the practice ov e r the phone ?


                        Excellent        13
Level of Satisfaction




                        Very Good                       35
                                                                         Excellent
                                                                         Very Good
                            Good                                   55    Good
                                                                         Fair
                                                                         Poor
                             Fair                             47



                            Poor               20


                                    0         20         40         60
                                              Response Rate
                              Analysis
How would you rate your ability to get through to the practice over the phone?



• Excellent – 7.6%
• Very Good – 20.6%
• Good – 32.3%
Overall Satisfaction = 60.5%

• Fair – 27.7%
• Poor -11.8%
Overall Dissatisfaction = 39.5%
                               How would you rate the way you are treated by
                                          practice receptionist?


                         Excellent                      39
Level of Satisfaction




                        Very Good                        41

                                                                             Excellent
                             Good                                  59
                                                                             Very Good
                              Fair                25                         Good
                                                                             Fair
                             Poor        6                                   Poor

                                     0       20        40         60    80
                                                  Response Rate
                        Analysis
 How would you rate the way you were treated by the receptionist?



• Excellent – 22.9%
• Very Good – 24.1%
• Good – 34.7%
Overall Satisfaction = 81.7%

• Fair – 14.8%
• Poor -3.5%
Overall Dissatisfaction = 18.3%
If you need to, are you able to book an appoinment
             more than 2 days ahead?



              40%

                                                     Yes
                               60%
                                                     No
                  How quickly do you get to see a particular doctor
                                  of your choice?


                 Not at all       9

                  >6 days                   21
Number of days




                  4-5 days             17

                  2-3 days                              31

                 Next day                                    34

                 Same day                                                   58

                              0   10   20          30             40   50   60   70
                                                 Response Rate
                         Analysis
  How quickly do you get to see a particular doctor of your choice?



• Not at all – 5.3%
• >6 days – 12.4%
• 4-5 days -10%
Overall = 27.7%

• 2-3 days -18.3%
• Next day – 20%
• Same day – 34%
Overall = 72.3%
DOCTORS
                  How long do you usually have to wait for your
                            consultation to begin?


                  >40mins                             39


                31-40 mins                      30                   >40mins
Waiting times




                                                                     31-40 mins
                21-30 mins                                 42        21-30 mins
                                                                     11-20 mins
                11-20 mins                                 42        <10mins


                 <10mins               17


                             0   10     20     30     40        50
                                      Response Rate
                         Analysis
  How long to usually have to wait for your consultation to begin?




• >40mins – 22.9%
• 31 – 40 mins – 17.7%
• 21 – 30 mins – 24.7
Overall = 65.3%

• 11 – 20 mins – 24.7
• <10 mins – 10%
Overall = 34.7%
                              How did the Doctor make you feel at ease?


                        Excellent                                  30
Level of Satisfaction




                        Very Good                                             40


                            Good                                        36


                              Fair                12


                             Poor        6


                                     0       10        20        30          40    50
                                                       Response Rate
                 Analysis
       Did the doctor make you feel at ease?

• Excellent – 24.1%
• Very Good – 32.2%
• Good – 29.2%
Overall Satisfaction = 85.5%
• Fair – 9.7%
• Poor - 4.8%
Overall Dissatisfaction = 14.5%
                           How well did the Doctor let you tell your story?


                        Excellent                                      38
Level of Satisfaction




                        Very Good                                             45


                            Good                                  32


                              Fair           8


                             Poor        1


                                     0       10    20       30         40          50
                                                  Response Rate
                      Analysis
       How well did the doctor let you tell your story?

• Excellent – 30.6%
• Very Good – 36.3%
• Good – 25.8%
Overall Satisfaction = 92.7%

• Fair – 6.5 %
• Poor -0.8 %
Overall Dissatisfaction = 7.3
                            How well was the Doctor intrested in you as a
                                             person?


                        Excellent                                            50
Level of Satisfaction




                        Very Good                                  37


                            Good                           27


                              Fair           8


                             Poor        2


                                     0       10   20        30         40   50    60
                                                       Response Rate
                    Analysis
   How interested was the doctor in you as a person?

• Excellent – 40.3%
• Very Good – 29.8%
• Good – 21.8%
Overall Satisfaction = 91.9%

• Fair – 6.5 %
• Poor – 1.6%
Overall Dissatisfaction = 8.1%
                              How well did the doctor really listen? i.e not
                                             interrupting


                        Excellent                                                54
Level of Satisfaction




                        Very Good                                   36


                            Good                          25


                              Fair           8


                             Poor        1


                                     0       10   20           30      40   50        60
                                                       Response Rate
                        Analysis
   How well did the doctor really listen? i.e. not interrupting

• Excellent – 43.5%
• Very Good – 29.4%
• Good – 20.1%
Overall Satisfaction = 93%

• Fair – 6.1%
• Poor – 0.9%
Overall Dissatisfaction = 7%
                                How well did they fully understand your
                                              concerns?


                        Excellent                                          45
Level of Satisfaction




                        Very Good                                          45


                            Good                               27


                              Fair           6


                             Poor        1


                                     0           10   20        30    40        50
                                                      Response Rate
                     Analysis
      How well did they fully understand your concern?

• Excellent – 36.2%
• Very Good – 36.2%
• Good – 21.9%
Overall Satisfaction = 94.3%

• Fair – 4.9%
• Poor – 0.8%
Overall Dissatisfaction = 5.7%
                            How well did they show compassion/concern
                                        about your problem?


                        Excellent                                                46
Level of Satisfaction




                        Very Good                                           42


                            Good                            23


                              Fair                11


                             Poor        2


                                     0       10        20        30    40             50
                                                       Response Rate
                       Analysis
 How well did they show concern/compassion about your problem?

• Excellent – 37.1%
• Very Good – 33.9%
• Good – 18.5%
Overall Satisfaction = 89.5%

• Fair – 8.9%
• Poor – 1.6%
Overall Dissatisfaction = 10.5%
                               How well did they explain things to you?



                        Excellent                                              47
Level of Satisfaction




                        Very Good                                         44


                            Good                             29


                              Fair       4


                             Poor    0


                                     0       10    20       30       40         50
                                                  Response Rate
                    Analysis
         How well did they explain things to you?

• Excellent – 37.9%
• Very Good – 35.5%
• Good – 23.4%
Overall Satisfaction = 96.8%

• Fair – 3.2%
• Poor – 0%
Overall Dissatisfaction = 3.2%
                          How well did they involve you in any decision on
                                         your management?


                        Excellent                                               41
Level of Satisfaction




                        Very Good                                                43


                            Good                                      32


                              Fair           7


                             Poor        1


                                     0           10   20        30         40         50
                                                      Response Rate
                        Analysis
How well did they involve you in any decision on your management?

• Excellent – 33.1%
• Very Good – 34.7%
• Good – 25.8%
Overall Satisfaction = 93.6%

• Fair – 5.6%
• Poor – 0.8%
Overall Dissatisfaction = 6.4
                             How would you rate the consultation today?



                        Excellent                                                    56
Level of Satisfaction




                        Very Good                                       37


                            Good                              25


                              Fair           5


                             Poor        1


                                     0           10   20           30      40   50    60
                                                           Response Rate
                   Analysis
       How would you rate the consultation today?

• Excellent – 45.2%
• Very Good – 29.8%
• Good – 20.2%
Overall Satisfaction = 95.2%

• Fair – 4%
• Poor – 0.8%
Overall Dissatisfaction = 4.8%
Telephone Triage
 Do you like the option of having a telephone
consultation with a triaging doctor rather than
            attending the surgery?




        76, 45%                                   Yes
                         94, 55%
                                                  No
Have you had a telephone consultation with a health
 professional at the surgery, in the last 6 months?



                            57, 34%

                                                      Yes
                                                      No
         113, 66%
                             How would you rate your satisfaction with the
                           time scale in which you were rung back for your
                                       telephone conversation?


                        Excellent                       12
Level of Satisfaction




                        Very Good                                          21


                            Good                                                     26


                              Fair                           14


                             Poor        3

                                     0       5   10          15       20        25        30
                                                      Response Rate
                          Analysis
 Timescale it took for doctor to call for your telephone consultation

• Excellent – 15.8%
• Very Good – 27.6%
• Good – 34.2%
Overall Satisfaction = 77.6%

• Fair – 18.4%
• Poor – 4%
Overall Dissatisfaction = 22.4%
                             How would you rate your hapiness with the
                              advice you received during the telephone
                                           consultation?


                        Excellent                         12
Level of Satisfaction




                        Very Good                                         24


                            Good                                               29


                              Fair               8


                             Poor        3


                                     0       5       10        15   20    25   30   35
                                                          Response Rate
                   Analysis
         Happiness with the advice you received

• Excellent – 15.8%
• Very Good – 31.6%
• Good – 38.2%
Overall Satisfaction = 85.6%

• Fair – 10.5%
• Poor – 3.9%
Overall Dissatisfaction = 14.4%
                           Overall how would you rate the telephone traige
                                       system at the practice?


                        Excellent                            15
Level of Satisfaction




                        Very Good                                                25


                            Good                                           22


                              Fair                    11


                             Poor        3


                                     0       5   10        15         20        25    30
                                                      Response Rate
                         Analysis
 Overall how would you the telephone triage system at the practice?

• Excellent – 19.7%
• Very Good – 32.9%
• Good – 28.9%
Overall Satisfaction = 81.5%

• Fair – 14.6%
• Poor – 3.9 %
Overall Dissatisfaction = 18.5%
                                    How easy is it for you to speak to this
                                       professional over the phone?


                        Excellent                  5
Level of Satisfaction




                        Very Good                                             18


                            Good                                                   19


                              Fair             4


                             Poor    0


                                     0             5        10           15        20
                                                       Response Rate
                          Analysis
 How easy is it for you to speak to this professional over the phone?

• Excellent – 19.7%
• Very Good – 32.9%
• Good – 28.9%
Overall Satisfaction = 81.5%

• Fair – 14.6%
• Poor – 3.9 %
Overall Dissatisfaction = 18.5%
Nurse
                                 How long did you have to wait for your
                                             appoinment?


                        Excellent               5
Level of Satisfaction




                        Very Good                                         18


                            Good                                               19


                              Fair          4


                             Poor    0


                                     0          5        10         15         20
                                                    Response Rate
                      Analysis
     How long did you have to wait for your appointment?

• Excellent – 10.9%
• Very Good – 39.1%
• Good – 41.3%
Overall Satisfaction = 91.3%

• Fair – 8.7%
• Poor – 0%
Overall Dissatisfaction = 8.7%
                            How well did this health professional listen to
                                                you?


                        Excellent                              12
Level of Satisfaction




                        Very Good                                             17


                            Good                                      15


                              Fair       1


                             Poor        1


                                     0       5          10           15            20
                                                   Response Rate
                       Analysis
      How well did this health professional listen to you?

• Excellent – 26.1%
• Very Good – 37%
• Good – 32.5%
Overall Satisfaction =95.6%

• Fair – 2.2%
• Poor – 2.2%
Overall Dissatisfaction = 4.4%
                            How well did you understand what they were
                                          saying to you?


                        Excellent                                                  14
Level of Satisfaction




                        Very Good                                             13


                            Good                                                        15


                              Fair               3


                             Poor        1


                                     0       2       4   6     8    10   12    14        16
                                                         Response Rate
                       Analysis
   How well did you understand what they were saying to you?


• Excellent – 30.4%
• Very Good – 28.3%
• Good – 32.6%
Overall Satisfaction = 91.3%

• Fair – 6.5%
• Poor – 2.2%
Overall Dissatisfaction = 8.7%
                            How would you rate the consultation overall?



                        Excellent                                         16
Level of Satisfaction




                        Very Good                              11


                            Good                                          16


                              Fair           2


                             Poor        1


                                     0           5        10         15        20
                                                     Response Rate
                    Analysis
       How would you rate the consultation overall?

• Excellent – 34.8%
• Very Good – 24%
• Good – 34.7%
Overall Satisfaction = 93.5%

• Fair – 4.3%
• Poor – 2.2%
Overall Dissatisfaction = 6.5%
                     Summary
• Patients who filled in questionnaire had visited the
  surgery more than three times in the year (88%)
• Patients keen on weekend surgery (38%)

Positives
- Happy with consultation (>90%)
- Happy with receptionist ( 81.7%)
- Able to see a doctor within 48hrs (72.3%)
- Those who used the service were overall happy with
  Telephone Triage consultation (57pts) >80%

Negatives
- Telephone Triage
- Waiting times
- Get through over the phone
  PRG Meeting 27th Feb 2012
                 post survey

– Contacted previous and new PRG members
– Showed slide show presentation on satisfaction
  survey report.
– Throughout the slide show presentation, members of
  the PRG were encouraged to give ideas and views on
  the report they were being presented.
– A joint and cohesive decision was made on what
  action and changes should be undertaken from the
  findings.
             ACTION PLAN
• Waiting Times – continuously notify patient of
  delays via the electronic message board and
  verbally at regular intervals.
• Capacity – consider employing prescribing nurse
  advisor in order to increase capacity and allow
  more access in the evenings.
• Access via telephone – consider new telephone
  system which includes call waiting.
• Telephone Triage – continue selective use of
  telephone triage (patient centred) at a reduced
  capacity to allow more face/face consultations,
  preferred by patients.
• Revise this in 12 months and engage & develop
  PRG

								
To top