Practice Survey Results

1

contents ...............................................................................1

Introduction ..........................................................................2

Survey Results.....................................................................3

Comments..........................................................................11

APPENDIX 1 - GPAQ Benchmark Report .........................16

2

The GPAQ Consultation questionnaires were delivered to each practice by the PCT

along with instructions for distributing the questionnaires and posters about the

survey.

The questionnaires were handed out to patients aged 16 and over who attended the

practice to see a doctor. The questionnaires were handed back to the receptionist for

forwarding to Quality Health once completed.

Quality Health undertook the coding and analysis of the data, and this report sets out

the full results from the survey.

Contained in this report are the results from the practice for the 2007/8 survey

alongside the results from the practice in 2006/7. This will enable practices to see

how their results compare the previous year. Secondly the report shows all the

freeform comments made by patients in the survey.

Attached at the end of the report is a copy of the standard GPAQ benchmark report

produced by the NPCRDC in Manchester.

3

The results for the practice are shown firstly in absolute numbers then as percentage

responses. The first pair of columns show the results for the 2006/7 survey and the

second pair of columns show the results for the 2007/8 survey.

The purpose of presenting the figures in this way is to give direct at-a-glance

comparisons between the practice’s performance in 2006/7 and 2007/8.

The percentages are calculated after excluding those patients that did not answer

that particular question. All percentages are rounded to the nearest whole number.

When added together, the percentages for all answers to a particular question may

not total 100% because of this rounding.

The number of patients that did not answer a particular question is shown as the

‘missing’ figure at the bottom of the actual number of responses.

Where the number of respondents in a practice overall, or where the number of

respondents to a particular question equals 50 or less, it is important to treat the

results as indicative only, as the percentage responses will be changed significantly

by a small number of people.

None 3 2% 5 4%

Once or twice 18 14% 30 23%

Three or four times 43 33% 40 30%

Five or six times 30 23% 25 19%

Seven times or more 37 28% 33 25%

Missing 1 3

Very Poor 2 2% 0 0%

Poor 14 11% 7 5%

Fair 25 19% 22 17%

Good 35 27% 53 40%

Very Good 46 35% 36 27%

Excellent 10 8% 15 11%

Missing 0 3

Very Poor 1 1% 0 0%

Poor 8 6% 4 3%

Fair 25 19% 22 16%

Good 55 42% 66 49%

Very Good 35 27% 35 26%

Excellent 6 5% 8 6%

Missing 2 1

Early Morning 11 8% 8 6%

Missing 121 128

Lunch Times 7 5% 6 4%

Missing 125 130

Evenings 31 23% 18 13%

Missing 101 118

Weekends 38 29% 50 37%

Missing 94 86

None I am satisfied 49 37% 58 43%

Missing 83 78

Same Day 7 6% 6 5%

Next working day 56 47% 43 36%

Within 2 working days 21 18% 28 23%

Within 3 working days 11 9% 10 8%

Within 4 working days 11 9% 8 7%

5 or more working days 14 12% 26 21%

Does not apply 8 6% 12 9%

Missing 4 3

Very Poor 6 5% 0 0%

Poor 15 12% 19 15%

Fair 36 30% 46 36%

Good 41 34% 34 27%

Very Good 16 13% 21 17%

Excellent 8 7% 7 6%

Does Not Apply 7 5% 6 5%

Missing 3 3

Same Day 20 17% 21 17%

Next Working Day 60 51% 66 52%

Within 2 working days 22 19% 21 17%

Within 3 working days 9 8% 6 5%

Within 4 working days 3 3% 5 4%

5 or more working days 3 3% 7 6%

Does not apply 11 9% 9 7%

Missing 4 1

Very Poor 2 2% 0 0%

Poor 14 13% 11 9%

Fair 30 27% 41 33%

Good 33 29% 34 27%

Very Good 23 21% 30 24%

Excellent 10 9% 10 8%

Does Not Apply 9 7% 8 6%

Missing 11 2

Yes 67 52% 81 60%

No 34 27% 26 19%

Don't know/never needed to 27 21% 29 21%

Missing 4 0

5 minutes or less 19 15% 21 16%

6-10 minutes 69 53% 77 58%

11-20 minutes 35 27% 32 24%

21-30 minutes 7 5% 1 1%

More than 30 minutes 0 0% 2 2%

Missing 2 3

Very Poor 0 0% 0 0%

Poor 3 2% 5 4%

Fair 42 34% 34 27%

Good 42 34% 56 44%

Very Good 29 23% 23 18%

Excellent 8 6% 9 7%

Missing 8 9

Very Poor 5 4% 2 1%

Poor 14 11% 11 8%

Fair 34 26% 30 22%

Good 50 38% 48 36%

Very Good 21 16% 30 22%

Excellent 5 4% 10 7%

Don't know/never tried 1 1% 4 3%

Missing 2 1

Very Poor 5 4% 2 2%

Poor 10 8% 12 10%

Fair 13 10% 22 18%

Good 20 16% 11 9%

Very good 12 10% 13 10%

Excellent 4 3% 4 3%

Don't know/never tried 61 49% 61 49%

Missing 7 11

Always 23 18% 29 21%

Almost Always 63 50% 68 50%

A lot of the time 18 14% 25 19%

Some of the time 20 16% 11 8%

Almost Never 2 2% 2 1%

Never 0 0% 0 0%

Missing 6 1

Very Poor 2 2% 0 0%

Poor 2 2% 5 4%

Fair 18 14% 14 11%

Good 40 32% 45 34%

Very Good 42 33% 43 32%

Excellent 22 17% 26 20%

Missing 6 3

Very Poor 0 0% 1 1%

Poor 0 0% 1 1%

Fair 6 5% 6 5%

Good 30 24% 19 15%

Very Good 54 44% 45 35%

Excellent 33 27% 58 45%

Does Not Apply 4 3% 3 2%

Missing 5 3

Very Poor 0 0% 0 0%

Poor 0 0% 1 1%

Fair 4 3% 3 2%

Good 21 17% 17 13%

Very Good 47 38% 41 31%

Excellent 52 42% 69 53%

Does Not Apply 3 2% 2 2%

Missing 5 3

Very Poor 0 0% 0 0%

Poor 0 0% 0 0%

Fair 2 2% 0 0%

Good 23 19% 18 16%

Very Good 43 36% 38 34%

Excellent 50 42% 57 50%

Does Not Apply 9 7% 17 13%

Missing 5 6

Very Poor 0 0% 0 0%

Poor 0 0% 0 0%

Fair 7 6% 4 3%

Good 19 16% 25 20%

Very Good 48 41% 39 32%

Excellent 43 37% 55 45%

Does Not Apply 9 7% 9 7%

Missing 6 4

Very Poor 0 0% 0 0%

Poor 1 1% 0 0%

Fair 5 4% 6 5%

Good 18 15% 18 14%

Very Good 46 37% 40 31%

Excellent 53 43% 64 50%

Does Not Apply 4 3% 4 3%

Missing 5 4

Very Poor 0 0% 1 1%

Poor 0 0% 0 0%

Fair 8 7% 8 6%

Good 25 21% 24 19%

Very Good 45 37% 43 34%

Excellent 43 36% 51 40%

Does Not Apply 3 2% 3 2%

Missing 8 6

Very Poor 0 0% 0 0%

Poor 0 0% 0 0%

Fair 5 4% 6 5%

Good 21 17% 17 13%

Very Good 42 34% 33 26%

Excellent 54 44% 73 57%

Does Not Apply 5 4% 4 3%

Missing 5 3

Very Poor 0 0% 0 0%

Poor 0 0% 0 0%

Fair 5 4% 4 3%

Good 20 16% 20 16%

Very Good 40 32% 36 28%

Excellent 59 48% 68 53%

Does Not Apply 3 2% 5 4%

Missing 5 3

Much more than before the visit 51 51% 45 43%

A little more than before the visit 31 31% 40 38%

The same or less than before the visit 18 18% 20 19%

Does not apply 24 19% 25 19%

Missing 8 6

Much more than before the visit 44 46% 41 40%

A little more than before the visit 31 32% 35 34%

The same or less than before the visit 21 22% 26 25%

Does not apply 26 21% 27 21%

Missing 10 7

Much more than before the visit 36 40% 38 37%

A little more than before the visit 35 39% 31 30%

The same or less than before the visit 19 21% 35 34%

Does not apply 32 26% 25 19%

Missing 10 7

Male 51 40% 35 26%

Female 78 60% 101 74%

Missing 3 0

16-24 6 5% 9 7%

25-34 15 12% 14 10%

35-44 20 16% 21 16%

45-54 23 19% 28 21%

55-64 29 23% 26 19%

65-74 24 19% 25 19%

75-84 6 5% 10 7%

85+ 1 1% 1 1%

Missing 9 2

Yes 72 58% 72 55%

No 53 42% 58 45%

Missing 7 6

White 127 99% 134 99%

Black or Black British 0 0% 0 0%

Asian or Asian British 0 0% 0 0%

Mixed 1 1% 0 0%

Chinese 0 0% 1 1%

Other ethnic group 0 0% 0 0%

Missing 4 1

Owner-occupied/mortgaged 106 84% 104 79%

Rented or other arrangements 20 16% 27 21%

Missing 6 5

Employed (full or part-time including self employed) 59 47% 69 54%

Unemployed and looking for work 3 2% 1 1%

At school or in full time education 5 4% 3 2%

Unable to work due to long term sickness 10 8% 7 5%

Looking after your home/family 12 10% 7 5%

Retired from paid work 35 28% 37 29%

Other (please describe) 1 1% 4 3%

11

I am happy with the practice in general, it is good to have a practice close to where I live and

good doctors and nurses.

It is kept under control

Well looked after.

I am using this space to explain my answer to question 2

The doctors are always very helpful and take time to listen

Dr ** always seem to be a genuinely caring doctor who is interested in you

All in all, very good

Ability to make appointments a week or two in advance.

Excellent - but I feel only because I had cancer - never have to wait more than 3 weeks for

appointment. The treatment for cancer was excellent at all levels.

Specialists are always available fairly quickly if needed.

I think we have an excellent doctors service. I may not always like being told the morning

surgery is full. I have never been refused a doctor when I feel I need to see one.

If you have any questions, someone will always try to help.

Lovely caring doctors.

I am very happy with how quick I get my medication.

You can see things improving - particularly contacting the doctor and the waiting time.

Doctors all OK.

In house pharmacy - all staff are friendly and helpful.

In house pharmacy. All doctors, nurses and staff are helpful

No

I have just moved down to live in this area, and I have to say the practice is excellent and

the doctors are very much on the ball.

12

Excellent, caring doctors, understanding staff.

Very satisfied generally.

Free prescriptions due to diabetes. Regular check ups.

Yes the fact that you can collect your prescription on site and you can see a Dr within 24hrs.

Excellent doctor support from my doctor.

Yes, I think we are very lucky here.

Drs here and practice nurse always been knowledgeable, polite, fair - no complaints about

treatment.

I try to see Dr. * for my long standing illness as I feel he understands my worries and is able

to make me understand it more. Every confidence in him.

Regular check ups.

Doctor always ensures I am up to date re check ups etc.

Never have to wait too long in waiting room, appointment system very good.

I feel that the practice has given me excellent care over more than 30 years.

All doctors keep check on medication and change if concerned with side effects I trust all the

doctors at this practice.

I am usually able to get an appointment within a reasonable time frame.

Friendly staff, good level of care given by all doctors.

Most of it.

I have complete confidence in the practitioner of my choice.

Very satisfied with both doctors and employees. I always have no problems with service

given very friendly and understanding.

13

Website and difficulty of accessing the site to book prescription etc. I gave up. (I'm fairly

computer literate).

Extending the morning emergency hours, it is hard sometimes for me to call for an

appointment at 8.30 as I have 3 children to get ready for school, if this surgery was until

11am then maybe more patients would be seen?

Out of hours care with Locums is unsatisfactory.

Free delivery of prescription

There is one receptionist in particular at this practice who needs serious customer care

training. She has been a receptionist at the practice for years which is confusing because,

how she has never been sacked, I'll never know.

Sometimes because of work commitments, later opening times would help. Overall things

are fine

Ringing at 8.30 am should only be for emergencies, not just for non essential visits.

I feel that since cancer everything is treated as important. Not always the case before this.

Everything seems to run much more smoothly than a few years ago. Well done.

To see the Doctor I request.

Notice when rules change about making appointments, ordering prescriptions etc.

Trying to ring in the morning to book an appointment. With other people ringing it is hard to

get through.

Manner of just one receptionist. Listening skills need improving even though I fully

appreciate the pressure she is under fielding calls. I am always polite.

Receptionists not very helpful, not friendly as they are the first person you speak to. Make

me feel worse, before I even get to the doctors.

Receptionist's manner on the phone.

Parking.

No

Open on Saturday mornings.

Saturday morning surgery.

A little more flexibility with appointments. If you don't get through before 9.00 there are no

appointments left for the next day.

Out of normal hours access to prescription service or link up with other pharmacy where this

is not possible

No.

Appointment times - can only get next day appointment by ringing at 8.30am. Evening

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appointments are often 1 week.

The receptionist could be more pleasant, people are usually ill when they go to see the

doctor and / or may need cheerful receptionist to speak to. Most grumpy people who look

and act as though they don't enjoy doing the job.

Could be better if there was a diabetes specialist - as often advice is outdated and a little

text book.

Time for making an appointment limited to 30mins for same day. I have never been able to

get through until it is too late. I am then informed to try again the next day. The same

problem happens again. I now book online for appointments.

It would be good to have a female GP at the practice. I have an elderly mother who has no

transport. In Newarth she had a district nurse who visited for health checks. Is this possible

at Tuxford given rural location and poor transport links?

Seating, majority of chairs too low.

Very little.

There is always anxiety when needing an urgent appointment. Even when the phone is

answered promptly at 8.30am (when line not busy) - the usual response is negative and to

try again 'tomorrow'.

No.

15

We are new to the practice and we're very impressed with the introductory treatment, and

thoroughness of the examination.

Dr * does all he can to help with my problems.

I have in the past missed a couple of appointments and I am sure its because she doesn't

take any time to go over what time, date etc. You have booked. She is the most unpleasant,

rude, turse, obnoxious, unapproachable person I have ever come across. All other reception

staff are lovely and this practice is spoilt by her presence. Please make it a priority to train

her correctly and tell her it doesn't hurt to smile.

As I am retired I'm not sure that my comments on surgery hours are valid. I didn't find them

too good when I was at work

On the whole satisfied with treatment at surgery and * and * Hospital.

Have a lady doctor.

It's nice to see a smiling face behind the reception and on the telephone.

The dispensary is very good and helpful.

Don't find it very helpful that you can only make appointments for morning surgery eg if you

phone the day before, sometimes can't always make this.

Today was excellent but obviously there will be ups and downs due to season and

epidemics etc. Generally my health is good leaving me unable to answer accurately many of

the questions.

Well done to all this practice, a great team. Thank you.

Once you get through the receptionists its usually OK the other side. A lot of people in the

village fear speaking with receptionists trying to get appointments.

Very happy with this surgery.

The doctor makes me feel in excellent hands and mitigates my stress levels.

The nurses at the practice are very good and caring.

This questionnaire could be quite intimidating for anyone coming into the practice with basic

skills problems - was not really given a choice - did once also witness a receptionist not

being very understanding of a patient with limited English language.

I don't understand the need for the music in the waiting area and find it either irritating or

when feeling sick it is horrendous.

Receptionists can be abrupt and unfriendly - particularly on the phone.

What happens if 'tomorrow' already by 8.30am that day is booked up again? - could there be

a period when either 1 doctor or each doctor reserves daily for emergencies?

16

Practice

Mean

score

GPAQ

benchmark

Q2. Satisfaction with receptionists 65 77

Q3a. Satisfaction with opening hours 63 67

Q4b. Satisfaction with availability of particular doctor 52 60

Q5b. Satisfaction with availability of any doctor 58 69

Q7b. Satisfaction with waiting times at practice 60 57

Q8a. Satisfaction with phoning through to practice 59 59

Q8b. Satisfaction with phoning through to doctor for advice 50 61

Q9b. Satisfaction with continuity of care 71 69

Q10a. Satisfaction with doctor's questioning 83 81

Q10b. Satisfaction with how well doctor listens 87 84

Q10c. Satisfaction with how well doctor puts patient at ease 87 84

Q10d. Satisfaction with how much doctor involves patient 84 81

Q10e. Satisfaction with doctor's explanations 85 83

Q10f. Satisfaction with time doctor spends 81 80

Q10g. Satisfaction with doctor's patience 87 84

Q10h. Satisfaction with doctor's caring and concern 86 84

Q11a. Ability to understand problem after visiting doctor 62 69

Q11b. Ability to cope with problem after visiting doctor 57 66

Q11c. Ability to keep healthy after visiting doctor 51 62