103

Patient Survey - 2014 - 2015

1. Opening Hours: Our surgeries are open between 8.30am and 6.30pm each day from Monday to Friday. In addition we offer additional "extended hours" GP and nurse appointments; these are intended for those who find it difficult to attend the surgery during normal hours. They take place on midweek evenings and on some Saturday mornings.

Were you aware of our normal hours?

  77%
  22%

Were you aware of our extended hours appointments?

  35%
  64%

What additional hours would you like the practice to be open? (Please tick all that apply)

  17%
  7%
  29%
  44%
  33%

2. Making an appointment: You can make an appointment with our GPs and nurses by phone or in person. Until we relocate, patients at Logan Road (The Spence Group Practice) only can book GP appointments on-line via The Spence Group Practice website.

We use GP telephone consultations to assess requests for a same day appointments, an approach sometimes called "triage". Callers will be given a telephone appointment with a doctor, who will call back to discuss the patient’s concerns. This conversation will usually have one of three outcomes:

  • Resolving the issue with advice or reassurance or agreeing to have a prescription ready to collect later the same day.
  • Agreeing that the patient needs to be seen urgently and arranging a urgent appointment with a GP or nurse the same day, perhaps at the end of morning surgery, much as normal, or in the afternoon.
  • Providing reassurance for the time being but nonetheless arranging a GP or nurse appointment within a few days, particularly if it is desirable that the patient sees his or her usual doctor.

In the past 12 months, how many times have you seen a doctor or nurse at the practice?

  4%
  25%
  32%
  19%
  17%
  3%

When wanting to book ahead for an appointment with a GP, how satisfied were you with the availability of appointments

  25%
  30%
  10%
  21%
  6%
  5%

Have you requested a same day appointment since we have introduced telephone consultations or "triage"?

  51%
  48%

Did you understand what you were being offered?

  58%
  2%
  35%
  5%

and if you were offered a telephone consultation with the duty doctor, how satisfied were you with the outcome of the telephone consultation?

  27%
  20%
  3%
  9%
  2%
  28%
  11%

3. Our websites: These offer a variety of information about the practice, our staff and the services we offer. There are links to other reputable healthcare websites. Patients registered at Logan Road can also book GP appointments and request repeat prescriptions from the website (although you must register to use this service). You can find our websites at http://www.nevilroadsurgery.nhs.uk/ and http://www.spencegroup.nhs.uk

Were you aware that you could request repeat prescriptions on-line?

  66%
  31%
  3%

Have you used this service?

  32%
  63%
  5%

If you have used this service, how satisfied are you with it?

  19%
  6%
  1%
  3%
  2%
  44%
  25%

For patients registered at Logan Road only: Were you aware that you could book GP appointments on-line? Once we move to Bristol North Baths this service will be available to all patients.

  31%
  58%
  3%
  8%

Have you used this service?

  6%
  83%
  11%

If you have used this service, how satisfied are you with it?

  0%
  3%
  0%
  0%
  1%
  60%
  36%

Have you visited our website for anything else recently?

  16%
  75%
  9%

What did you want to do or find out?

Did you achieve what you wanted to?

  13%
  6%
  52%
  29%

What other information would you like to see on our website?

4. Our plans to move: Since 2006, The Spence Group Practice has been in discussion with the developer of The Bristol North Baths on Gloucester Road about converting the site into a community health centre where it is intended that a number of healthcare providers will be based. The site will provide ample space for our merged practice. After many years of delay, the project is nearing completion and we expect to move later this year. The advantages of the new location include:

  • More space so we can increase the services we offer, including more clinics at busy times.
  • The use of purpose-built consulting rooms.
  • Compliance with current regulations and modern standards including accessibility and infection control.
  • Central location on Gloucester Road and major bus route

Although of course linked to the merger of our practices, we’d like you to think about the aspect of moving to a new site separately from that. You can read our latest news on the project in our latest newsletter, available in the surgeries and on our websites.

Please list up to three benefits you anticipate from the move to our new site.

Please list up to three concerns you have about the move to our new site.

Is there anything else you would like to add about our plans to move to the Bristol North Baths?

5. The Practice Merger: The NHS and General Practice in particular are going through a period of rapid change. In this challenging climate, small practices like Nevil Road Surgery and The Spence Group Practice would have found it increasingly difficult to survive. After carefully considering options we have merged our practices to create a single, viable practice to provide primary healthcare to our patients in Bishopston and the surrounding area from our new premises at the Bristol North Baths.

Please list up to three benefits you anticipate from the merger of our practices.

Please list up to three concerns you have about the merger of our practices.

Is there anything else you would like to add about the merger of our practices?

6. To help us analyse your answers please tell us a few things about yourself: Which site are you registered at:

  43%
  51%
  6%

Are you male or female?

  26%
  55%
  19%

What age are you?

  0%
  3%
  10%
  13%
  21%
  15%
  17%
  6%
  5%
  10%

What is the ethnic background with which you most identify?

  83%
  1%
  0%
  0%
  0%
  1%
  0%
  0%
  0%
  1%
  0%
  3%
  11%

If you chose "other", please enter below:


Thank you for completing this survey. We will use the outcome to shape our plans for the practice and produce a report based on the survey. This will be discussed by our Patient Participation Group and published on our website once complete.

The survey is anonymous. If you wish to raise particular queries with the practice, please contact the practice in the normal way.

Bishopston Medical Practice

43 Nevil Road

Bishopston

Bristol

BS7 9EG

Tel: (0117) 9245630

Email: nevilroadsurgery@nhs.net

48-50 Logan Road

Bishopston

Bristol

BS7 8DR

Tel: (0117) 9440700

Email: Spence.practice@GP-L81112.nhs.uk