AVELEY MEDICAL CENTRE & THE BLUEBELL SURGERY Aveley Medical Centre, 22 High street, Aveley, Essex, RM15 4AD The Bluebell surgery, Darenth Lane, South Ockendon, Essex, RM15 5LP PATIENT PARTICIPATION DES 213 TO 214 RESULTS REPORT
1 APPENDIX A: SURVEY RESULTS REPORT 68 patients responded to our Patient Survey. These are the results of our survey: Demographics of responders 4 Age of Survey Responders 37 2 5 1 15 17 to 3 31-44 45-6 61 and above Gender Male Female Ethnicity White British Black African Black Caribbean White Irish
2 Attendance at the surgery Rare - less than once a year Occasional - 1-5 times per year Regular - more than 5 times per year 41% of responders told us they work Access 75% of responders were aware of the Practice s extended hours from 6:3 8: pm on a Wednesday and 8: 12: pm on a Saturday. 7 6 5 4 3 2 1 Are you aware of the different ways you can book appointments? By telephone At reception Via the website
3 How long does it take you to get an appointment? 4 35 3 25 2 15 1 5 Within 2 working days URGENT appointment ROUTINE appointment 3-7 days 8-14 days More than 15 days Are you happy with the time it takes to get an URGENT appointment? Extremely happy Happy Neither happy nor unhappy Unhappy Extremely unhappy Are you happy with the time it takes to get a ROUTINE appointment? Extremely happy Happy Neither happy nor unhappy Unhappy Extremely unhappy
4 25 How long after your pre-booked appointment time do you normally wait to be seen? 2 15 1 5 Less than 5 Up to 1 Up to 2 Up to 3 Up to 4 Up to 5 Up to 1 hour More than 1 hour RECEPTION SERVICE How easy is it to get through to the surgery by telephone? Easy Not very easy Difficult Are you happy with the greeting you receive when entering the surgery? Extremely happy Happy Neither happy nor unhappy Unhappy Extremely unhappy
5 When you put in a repeat prescription how long do you have to wait for it? Within 2 working days 3-7 days 83% patients said they were able to park at the surgery Additional Clinical Services / Support We asked our patients if they knew we deliver the following clinics: 7 6 5 4 3 No Yes 2 1 Minor surgery Smoking cessation Diabetic retinal screening Asthma
6 We occasionally hold educational talks and asked which issues patients would be most interested in: 12 Which topics would you be most interested in? 1 8 6 4 2 Patient Information Do you know about our website: Yes but I have not visited the website Yes and I have visited the website No Our Patient Participation Group is called The APPLE GROUP. The patient group is an effective way for patients and GP surgeries to work together to improve services and promote health and quality of care. 45% patients knew about The APPLE GROUP
7 General Satisfaction Friends & Family Test How likely are you to recommend this GP practice to someone else? Extremely likely Likely Neither likely nor unlikely Unlikely Extremely unlikely
8 APPENDIX B: COMMENTS Some general comments were made regarding wide ranging aspects of the Practice, along with suggestions of how the services can be further improved, some of these are noted below to give a flavour of the patient perception of the Aveley Medical Centre & Bluebell Surgery Doctors, nurses and reception staff all very helpful Everyone I know who uses another practice can't believe the trouble we have getting appointments It has taken quite a few years for this practice to perform as well as it does now We need more receptionists at front desk to deal with regular queues This is the only practice in the local vicinity to offer so much Sort out the pharmacy - it is truly terrible Very helpful staff It is a very busy practice - how many more patients can join? Good service Trying to get through by phone is a nightmare and when you do get through there are no appointments left People coming from too far outside Aveley are causing overcrowding There are increasing problems with repeat prescriptions at the pharmacy Thank you for the good service