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During the spring of 2013 we conducted a second patient questionnaire to seek the views of patients regarding our appointment system, specifically around making appointments with GPs. Two very clear messages came out of the responses:

1. Patients want to be able to get a routine GP appointment within 7 days

2. Patients want to be able to get back to see or talk to the doctor or nurse who is treating them for a current problem

While no one has yet designed a perfect appointment system that can flex with changes in daily demand or demand for specific doctors, we have changed our system to incorporate these two key features with the aim of improving patient satisfaction by improving access and continuity.

You said:

89% of patients stated that routine GP appointments should be within 7 days or less. At that time we were only achieving 42% available within 7 days.

We have changed:

85% of appointments are held back and only made available 7 days in advance. The remaining appointments are available up to 6 weeks in advance for patients who need to organise their life further ahead. In the future these appointments may only be available through online booking.

You said:

Continuity - 78% of patient view continuity as very important, important or desirable

We have changed:

Our previous duty doctor system meant that urgent requests to speak to a doctor always went to the duty doctor; this potentially left a patient, whose health was deteriorating, talking to, or being seen by, different doctors. We have introduced telephone appointments specifically to support continuity; these are now available each day a doctor works. There may not always be sufficient appointments to satisfy all patients, but we hope to be able to accommodate the majority of patient requests and greatly improve continuity.

The questions below relate to two separate time periods, the period before the 1st of July 2013 and the period after.


These questions relate to your experience BEFORE the 1st of July 2013


Q1. Generally, how easy has it been to get through to the surgery?

  16%
  46%
  19%
  3%
  1%
  7%
  8%


Q2. Were you been able to get an appointment to see or speak to someone within an acceptable period of time?

  38%
  20%
  19%
  5%
  10%
  8%


Q3. How did you find getting a routine GP appointment?

  12%
  49%
  12%
  19%
  8%

Q4. Overall, how would you describe your experience of making an appointment over the phone?

  18%
  37%
  15%
  8%
  4%
  9%
  9%


Q5. Overall, how would you describe your experience of making an appointment with the receptionists since?

  23%
  36%
  11%
  7%
  1%
  11%
  11%

Q6. If you have a preferred GP:How often did you see or speak to the GP of your choice?

  16%
  13%
  20%
  12%
  31%
  8%




These questions relate to your experience AFTER the 1st of July 2013


Q1. Generally, how easy has it been to get through to the surgery?

  20%
  54%
  10%
  3%
  2%
  3%
  8%

Q2. Have you been able to get an appointment to see or speak to someone within an acceptable period of time?

  45%
  25%
  15%
  2%
  6%
  7%


Q3. How have you found getting a routine GP appointment?

  18%
  48%
  9%
  20%
  5%

Q4. Overall, how would you describe your experience of making an appointment over the phone?

  25%
  38%
  11%
  7%
  2%
  10%
  7%


Q5. Overall, how would you describe your experience of making an appointment with the receptionists since?

  27%
  35%
  10%
  6%
  2%
  10%
  10%

Q6. If you have a preferred GP:How often did you see or speak to the GP of your choice?

  19%
  14%
  18%
  13%
  30%
  6%




Views on Staff


Q1. When you last saw the GP of your choice, did you have confidence and trust in the GP?

  57%
  18%
  1%
  16%
  8%


Q2. When you last saw another GP, did you have confidence and trust in the GP?

  42%
  28%
  5%
  17%
  8%


Q3. Did you have confidence and trust in the nurse you saw or spoke to?

  60%
  23%
  2%
  6%
  9%


Q4. Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at treating you with care and concern

  59%
  22%
  2%
  1%
  1%
  6%
  9%


Q5. How helpful do you find the receptionists at your GP surgery?

  46%
  33%
  7%
  3%
  1%
  10%


Q6. Would you describe the reception staff at your GP surgery as...

Polite

  91%
  2%
  7%

Approachable

  83%
  7%
  10%

Efficient

  75%
  12%
  13%


Q7. Would you describe the telephonists at your GP surgery as...

Polite

  87%
  4%
  9%

Approachable

  78%
  9%
  13%

Efficient

  73%
  9%
  18%

Q8. Would you say that reception staff at your GP surgery..

Made eye contact

  84%
  3%
  13%

Smiled

  72%
  13%
  15%

Acknowledged you

  84%
  4%
  12%

Listened attentively

  73%
  11%
  16%




In General


Q1. How satisfied are you with the hours that your GP surgery was open?

  37%
  36%
  7%
  7%
  1%
  2%
  10%


Q2. After you arrived at the practice on time for an appointment, how do you feel about how long you have normally had to wait to be seen?

  62%
  21%
  5%
  4%
  8%


Q3. In the reception area, could other patients overhear what you say to the receptionist?

  58%
  24%
  4%
  4%
  10%

If so - what can we do to alleviate this?


Q4. If you have a long term condition: In the last 6 months, have you had enough support from other local services or organisations to help you to manage your long-term health condition(s)?

  16%
  17%
  7%
  49%
  11%


Q5.. Overall, how would you describe your experience of your GP surgery?

  35%
  41%
  7%
  6%
  1%
  10%


Q6. Would you recommend your GP surgery to someone else?

  40%
  27%
  14%
  9%
  1%
  9%



Any further comments