Lister House Surgery & Oakwood Medical Centre Patient Questionnaire May/June 2015 Number of Responses: 112 We would be grateful if you would complete this survey about your doctor/nurse and our surgery in general. We aim to provide the highest standard of care at all times and feedback of your experience is extremely valuable to us. Please answer ALL the questions you can by choosing the answer you feel is most appropriate. There are no right or wrong answers and your doctor/nurse will NOT be able to identify your individual answers. Thank you. About your visit to the surgery The Doctor I saw today was Dr Moss 3% Dr Brooks 14% Dr Hale 1% Dr Swamy 7% Dr Khosla 3% Dr Johnson 4% Dr Yasmeen 2% Dr Ade 3% Dr Saltmarsh 2% Dr Nauman 8% Dr Lawes 0% Registrar 1% Locum 10% Nurse/other 42% The Nurse I saw today was Julia Taylor 4% Carmel Ashby 0% Julie Watts 1% Marion King 3% Hayley Crowther 2% Sharon Love 3% Sharon Griffin 1% Rebecca Randall 0% Reena Rasauda 8% Serina Bashir 1% Heidi Bull 5% Doctor/Other 72% Page 1 of 11
How good was the Doctor/Nurse at Q1 Putting you at ease? Very good 75% Good 15% Satisfactory 7% Very poor 0% No response 3% Q2 Being polite and considerate? Very good 83% Good 13% Satisfactory 2% Very poor 0% No response 2% Q3 Listening to you? Very good 81% Good 11% Satisfactory 5% Very poor 0% No response 3% Page 2 of 11
Q4 Giving you enough time? Very good 74% Good 16% Satisfactory 4% Very poor 0% No response 6% Q5 Assessing your medical condition? Very good 74% Good 18% Satisfactory 3% Very poor 1% No response 4% Q6 Explaining your condition and treatment? Very good 74% Good 14% Satisfactory 6% Poor 1% Very poor 1% No response 4% Q7 Involving you in decisions about your care? Very good 65% Good 22% Satisfactory 6% Very poor 1% No response 6% Page 3 of 11
Q8 Providing or arranging treatment for you? Very good 67% Good 25% Satisfactory 2% Very poor 1% No response 5% Q9 If you need to see or talk to a doctor or nurse urgently, can you normally do this on the same day? Yes 59% No 13% Haven't tried 25% No response 3% Q10 The last time you tried to see a specific doctor, how quickly were you able to see that doctor? 1 Day 8% 1 Week 38% 2 Weeks 26% Haven't tried 22% No response 6% Q11 The last time you tried to make an appointment for a routine matter, how quickly were you able to get an appointment? 1 Day 16% 1 Week 36% 2 Weeks 30% 1 Month 5% Haven't tried 10% No response 3% Page 4 of 11
Q12 Which of the following method is your preferred way to book appointments? In person 10% By phone 71% On-line 11% Q13 How helpful do you find the receptionists at the practice? Very helpful 66% Fairly helpful 23% Not very helpful 1% Not at all helpful 1% Don t know 1% Q14 How easy is it to get through to Reception at the practice? Very easy 19% Fairly easy 50% Not very easy 21% Not at all easy 4% Don t know 0% Haven t tried 0% No response 6% Q15 How do you rate the hours that your practice is open for appointments? Very Convenient 41% Convenient 38% Fairly Convenient 15% Inconvenient 0% No response 6% Page 5 of 11
Q16 What times would you like to see additional appointments provided? Early morning 8% Evening 13% Weekend 21% Anytime 21% None, I'm satisfied 29% Thinking about the care you get from your doctors and nurses overall, how well does the practice help you to: Q17 Understand your health problems? Very helpful 66% Fairly helpful 21% Not very helpful 3% Not at all helpful 0% Don't know 2% Q18 Cope with your health problems Very helpful 60% Fairly helpful 24% Not very helpful 6% Not at all helpful 0% Don't know 2% Q19 Keep yourself healthy Very helpful 53% Fairly helpful 32% Not very helpful 1% Not at all helpful 1% Don't know 4% No response 9% Page 6 of 11
Please tell us a little about yourself. It will help us to understand your answers better: Q20 Are you? Male 33% Female 63% No response 4% Q21How old are you? Under 16 1% 16 to 44 27% 45 to 64 35% 65 to 74 16% 75 or over 12% No response 9% Q22 Do you have a long-standing health condition? Yes 62% No 22% Don t know 4% Can t say 5% No response 7% Q23 What is your ethnic group? White 77% Black or Black British 0% Asian or Asian British 11% Mixed 0% Chinese 0% Other ethnic group 2% No response 10% Page 7 of 11
Q24 Which of the following best describes you? Employed (full or part time, including self-employed) 32% Unemployed 4% At school or in full time education 3% Unable to work due to long term sickness 6% Looking after your home/family 5% Retired from paid work 41% Other 1% Finally, please add any other comments you would like to make about your GP practice: Patient Comments I find the Surgery ok and have never had problems booking an appointment or with my treatment. Although I have visited the practice to hand in repeat prescriptions, I have not had a doctor or nurse appointment for some time. In handing in repeat prescription slips it would have been helpful if reception staff had used time to describe new system. An excellent practice, complemented by the district nurse team. I haven't needed an appointment recently so answered based on previous consultations. Availability of any named doctor becoming impossible, appts can't be made more than 2 weeks ahead and doctor usually not available within 2 weeks Response from Steve Chapman, Practice Manager - I m afraid this does happen on occasions. If your GP expects to have to see you again, during an episode of illness, they should book your follow up appointment while you are in the consulting room. Page 8 of 11
Been with the Practice since 1965 and would not consider changing - although I do not live close to Lister House or Oakwood - and many surgeries are much closer to my home. I'm still alive after all these years thanks to the care given by Lister House! Dr. Ade is especially good at involving me in decisions about my care. Everyone at the Surgery is very helpful and spend time listening to you. Have never had a reason all the while we have been at the Surgery for any complaints. Great Practice, very helpful and knowledgeable doctors and nurses. Great staff, great Surgery - thank you! I am a semi-retired consultant (not medical!). On my last two visits to the surgery, I was seen by a locum - Dr Adams. I understand that he will be leaving Lister House in August. I suggest that if the Practice has a permanent vacancy for a doctor, they offer it to Dr Adams forthwith. In my opinion, he is excellent and would be a great asset to Lister House. I have been a Nurse all my working life so some of the questions re understanding my health problems and keeping myself healthy do not really apply to me. I wish the surgery could see emergency cases at weekend and also Bank holidays which are often of 3 even 4 days duration, a chest infection can really take hold over that period of time. I feel very fortunate to be a patient at this practice as the service provided is very efficient, caring and the doctors inspire my confidence in their knowledge. I also value being able to influence my own treatment options which is most often self management with the option to review. Thank you to everyone for their hard work. I find appointment availability, attitude of all staff and care provided at the practice excellent. I find Dr.Swamy very thorough and helpful, calm, understanding. I feel better for seeing him. I have always been very satisfied with the excellent service and advice that I get from Lister House Surgery. I particularly like the early morning appointments, and I must congratulate the Doctors and Nursing Staff on their promptness in keeping to appointment times. Well Done and Thank You, - All of You! I have always found the practice to be very kind and most helpful when dealing with me I am very satisfied Page 9 of 11
I have answered this survey for my mother-in-law who saw the doctor recently but I have not seen a doctor for a while my mother-in-law has been satisfied with the care although there has been a bit of a polava over changing prescriptions and is still ongoing. I'm happy with the service considering that health services generally are so stretched, but I feel it's a real challenge to try to get through to make an appointment, and reception staff do not always listen to what is being said. Fortunately, I do not use the service often or I would find this very frustrating. Having said that I appreciate how difficult their job must be. I've yet to try making an appointment on line! Also, when checking in on arrival electronically, it needs to be made really clear whether you need to wait upstairs or down. It's easy and frustrating to get this wrong. Response from Steve Chapman, Practice Manager - Thank you for your kind comments. At PEAK times, we have 5 dedicated receptionists taking calls nevertheless there can be a delay. Unfortunately the self-arrival screen can t be adjusted but we do have an up to date large whereabouts board behind reception for patients to view. Just today the Nurses are fantastic! Not comfortable with the ten minute rule - I understand it but logically and surely some patients take a few minutes whilst others take longer, so I guess this 'swings and roundabouts' theory would work... Being told to leave at exactly ten minutes is quite disturbing. This did NOT happen with Dr Brooks by the way, but it did happen with another doctor. Response from Steve Chapman, Practice Manager - 10 minute appointments are a standard set by NHS England. Circumstances will dictate how GPs and nurses apply the rule. Overall a brilliant practice/staff, but do feel sometimes gets like a kindergarten and not always nice if people really poorly!! Also why didn't they install air con when the building was built, gets so hot at times and not sure there is water available should it be needed!! Thank You everyone. Response from Steve Chapman, Practice Manager - Thank you for your kind comments. We ask parents to keep youngsters under control, but the long corridors and open space can be too big a temptation to run for little legs! We were unable to secure funding for air conditioning and considered the environmental impact. If you need a cup of water please ask a receptionist. Overall, a very good practice, Parking is not easy. Page 10 of 11
Please note that I am a patient at the Oakwood practice, not Lister House and have been so for almost a year now. Very frustrating not to be able to get doctor of choice easily. Sometimes have to book weeks in advance. Response from Steve Chapman, Practice Manager - I m sorry to hear of your frustration. I m afraid it is one of the few downsides of a larger surgery. Receptionists are very good and Dr. and Nurses are great. The Oakwood practice is first class second to none. The only health problem I have is migraine and I have been seeing Dr Moss re this. He is only at my Oakwood surgery at certain times and when I have phoned for an appointment to see him it is usually only a week or so I wait for an appointment. I could see him sooner at Lister House if I felt I needed to. Wouldn't it be better to crack down on patients who continually miss appointments. Response from Steve Chapman, Practice Manager - Pleased be assured that we operate a 3 strikes and you are out policy for patients that miss appointments regularly. You are taking on more patients and you have not got enough time for existing patients. Response from Steve Chapman, Practice Manager - Thank you for your comment but we understand that when it comes to appointment availability we compare favourably with other practices in Derby. We are required to keep our list open in order to be able to continue to provide additional enhanced services, we continually monitor the availability of appointments and the balance of our list size and available clinical staff Page 11 of 11