2017 Camberley Health Centre PPG Survey

Number of Responses: 44

2017 Camberley Health Centre PPG Survey

We are continually trying to improve the service we provide to patients. Some changes are prompted by ideas from patients speaking to receptionists, some from suggestions in the monthly Friends and Family Surveys, and some from responses to this survey.

Some recent changes include:

Creating a 'children's corner' in the waiting room with a cheerful scene on the wall, a bead table and stools, and a box of children's books.
Purchasing chairs with arms for the waiting room to assist patients who find it difficult to rise from a chair
Having appointments for flu vaccinations hence avoiding the long queues which formed in the previous system of block booking
Recruiting a Health Care Assistant (HCA) so we are no longer reliant on Frimley Park Hospital for phlebotomy appointments
Opening up some nurse and HCA appointments for online booking i.e. blood tests, blood pressure, flu and Meningococcal ACWY vaccinations
Extended opening hours so we are now open from 7:30am to 8pm three days a week and alternate Saturday mornings (Note however that Saturdays are not for admin, only booked appointments

Additionally, we are now in the process of taking over INR (Warfarin) testing and management with a new system called INR Star as this provides a quicker result and a greater variety of appointment times.

We would like your assistance with identifying issues that you believe that we should look at in the coming year and we would be very grateful if you would complete the following short survey. This year we are concentrating on finding ways to help with the availability of appointments so any suggestion you have would be invaluable.

Car Parking:

1. You are probably aware that we share the car parking with other users of the building but want to understand when and why the car park occasionally is full for no apparent reason. We know that parents from the local schools and some local householders sometimes treat the surgery car park as public parking and we would like to determine how much impact this is having on patients of the surgery. Have you ever found that you have been unable to find a parking space.when you have come to the surgery?

Yes 9%

No 86%

No response 5%

If your answer was yes, what day and time of day was it when this happened?

Telephones:

2. We are currently looking for a new telephone system and we would like your input to determine which features are most important to patients so we make sure we include them in the new phone system. Please check all that apply?

Having a clear queueing system 68%

Knowing where I am in the queue 88%

Being able to leave a message to cancel an appointment 75%

Background music or other acknowledgment that you are still on hold 40%

Other - please specify

Improving Availability of Appointments:

3a. Improving use of Pharmacies and pharmacists:

We are trying to determine how best to make patients aware of actions they can take to make their lives easier and we are concentrating on pharmacy and pharmacists initially. What services are you aware of that pharmacies provide?

Electronic Prescriptions 79%

Ordering prescriptions by telephone 36%

Delivery of medication to home address for those in need 43%

Providing advice on minor injuries and ailments 75%

Other - please specify

3b. Which of the following services would you consider seeing a pharmacist rather than the doctor? Please check all that apply.

Minor injuries such as cuts and bruises 65%

Insect bites 75%

Skin conditions 61%

Cough 77%

Cold 63%

Fever/high temperature 25%

Earache 40%

Haemorrhoids 18%

Advice on alcohol consumption 13%

Chlamydia screening and treatment 4%

Emergency contraception 20%

Emergency supply of prescription medicines 56%

Flu vaccination 29%

Needle and syringe exchange service 15%

New medicine service (for asthma, COPD, diabetes, BP, warfarin) 15%

Pregnancy testing 13%

Supervised consumption of prescribed medicines 13%

Weight management 20%

Other - please specify

3c. Missed Appointments :

We continue to have a great number of patients who fail to attend appointments and these DNAs (Did Not Attend) lose the surgery time which equates to one doctor doing nothing for one week each month. This is despite the new text reminder service and letters being sent to patients who DNA on 3 occasions or a single occasion in peak times for those who work (before 8am, after 6pm, and Saturdays). Do you have any suggestions that might help to reduce the number of DNAs?

General:

4. Other Areas:

Are there any areas of our service to you which you believe that we should review or improve? If so, please explain why we should do so, what changes you would propose, and what benefits you would hope to see as a result.