ttingham West CCG - Patient Survey 2017 Church Street Medical Centre Total Responses: 434 Patient Feedback 1. Are you seeing your GP or Practice Nurse of choice today? Responses: 425 1 2 3 4 5 6 7 8 2 3 3 4 57% 6 6 7 2. If you answered '': How do you feel about seeing another health care practitioner today? Responses: 143 1 2 2 3 3 4 Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied 19% 2 3 2 3 29% 27% 3 3 3 3 37% 1
3. How do you normally book your appointments to see a GP or nurse at your GP surgery? Responses: 430 2 4 6 8 10 In Person By Telephone Online Other 1 1 19% 19% 9% 7% 8 8 8 8 4. Is your appointment today an urgent appointment? Responses: 425 1 2 3 4 5 6 7 8 2 3 3 3 6 6 6 7 5. Please indicate how satisfied you are with being able to book your urgent appointment Responses: 155 1 2 3 4 5 6 7 Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied 1 1 9% 2 2 27% 3 5 5 5 6 2
6. Your views on the GP services for appointments that are not urgent a) My telephone call being answered speedily Responses: 395 1 2 3 4 5 6 Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied 1 1 1 1 2 2 2 3 39% 4 4 4 5 b) Was the receptionist helpful in guiding you through the different options for booking appointments and obtaining services? Responses: 406 2 4 6 8 10 t Applicable 7% 1 19% 5 5 4 4 8 77% 3
c) Ability to book an appointment with the clinician of my choice (within 1 month) Responses: 396 1 2 3 4 5 Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied 1 17% 1 2 2 2 2 4 4 3 4 37% 3 d) Ability to see the GP of my choice if I book ahead Responses: 387 1 2 3 4 5 Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied 1 2 2 2 2 3 37% 37% 4 4 4 7. Are there any other aspects of the appointment system at your GP surgery that you would like to comment on? Responses to this question are summarised in the qualitative section. 4
8. How important is it that you are seen by your GP of choice? Responses: 423 1 2 2 3 3 Very Unimportant Unimportant Neutral Important Very Important 2 1 2 1 2 1 2 2 2 17% 1 2 27% 27% 29% 2 9. To gain an earlier appointment, would you be happy to be seen by a different GP or Nurse? Responses: 405 2 4 6 8 10 1 2 1 8 8 8 8 5
10. How helpful did you find the reception staff today? Responses: 399 2 4 6 8 10 Very Helpful Fairly Helpful Neutral t Very Helpful t at all Helpful 1 19% 1 1 1 7% 6 6 7 7 11. Did the receptionist answer all of your questions? Responses: 405 2 4 6 8 10 t Applicable 3 39% 5 6 9 9 6
12. If your GP surgery is closed, which of the following would you use in order to obtain non-urgent medical advice? Responses: 407 1 2 3 4 5 6 7 8 Wait for the next opportunity to book an appointment at my GP surgery Would contact an Out-of-Hours GP service Would search for information online Would go to Accident and Emergency Department Would see a Pharmacist Would go to an Urgent Care Centre (London Road) or Minor Injuries Unit (Ilkeston Hospital) Would phone 111 Ask family or friends 6 6 6 6 2 1 2 2 17% 2 2 1 1 9% 5 3 4 4 2 1 27% 3 3 3 29% 2 2 13. What would be your preferred time to see the GP during the week? Responses: 370 1 2 3 4 5 6 7 Monday Tuesday Wednesday Thursday Friday Morning Afternoon Evening 3 37% 5 49% 49% 4 4 4 4 4 4 4 4 4 6 6 7
14. Outside of current opening times, when would you like to have an appointment? Responses: 338 1 2 3 4 5 6 7 Early morning (7.00-8.30am) 4 4 Saturday Evening (6.30pm onwards) 5 47% 5 5 Sunday 2 19% 15. What is the best thing about your GP surgery? Responses to this question are summarised in the qualitative section. 16. Please tell us how the practice could improve their services or environment Responses to this question are summarised in the qualitative section. 17. How long was the wait between appointment time and being seen today? Responses: 380 1 2 2 3 3 I was seen early I was seen on time Less than 5 minutes wait 5 to 15 minutes wait More than 15 minutes wait 17% 2 2 29% 3 3 8
18. How do you feel about the length of the wait today? Responses: 361 1 2 3 4 5 6 7 8 I had an acceptable wait I had to wait a bit too long I had to wait far too long opinion / Doesn't apply 9% 1 9% 7% 1 17% 17% 6 7 7 7 9
Qualitative Responses Patient responses were summarised and are presented here in order of descending frequency. 7. Are there any other aspects of the appointment system at your GP surgery that you would like to comment on? 1. Difficult to see GP of choice 2. Hard to get an appointment 3. Difficult to get through at 8am 4. Inconvenient/not possible to call at 8am 5. Sometimes reception staff are not helpful 6. Would like appointments available outside of working hours 15. What is the best thing about your GP surgery? 1. Friendly staff 2. Easy to get an appointment 3. Efficient 4. Location 5. Helpful 6. Dr. Atkinson 16. Please tell us how the practice could improve their services or environment 1. More appointments (Particularly online and outside of working hours) 2. Shorter waiting times 3. Easier to get through on the phone 4. Better parking 5. Improved communication from reception staff 10
Demographic Information A) Gender Responses: 411 1 2 3 4 5 6 7 Male Female 3 39% 3 3 6 6 6 6 B) Age Responses: 350 The average age of respondents for the practice was 51, whilst for the CCG it was 52. C) Do you have a disability? Responses: 354 2 4 6 8 10 2 2 19% 1 7 7 8 8 D) Is your gender the one assigned to you at birth? Responses: 336 2 4 6 8 10 12 Prefer not to say 9 9 9 97% 11
E) Ethnicity Responses: 406 2 4 6 8 10 12 White/British White/Irish Black/British Black Caribbean Black/British Black African Asian/Asian British Indian Asian/Asian British Pakistani Asian/Asian British Bangladeshi Asian/Asian British Chinese Mixed - White & Black Caribbean Mixed - White & Black African Mixed - White & Asian Other Ethnic Group 9 9 9 9 12
F) Religion and belief Responses: 391 1 2 3 4 5 6 7 Buddhist Christian Hindu Jewish Muslim Sikh Other religion/belief 3 3 3 3 6 5 5 5 G) Sexual Orientation Responses: 363 2 4 6 8 10 Heterosexual Lesbian Gay Bisexual Prefer not to say 7% 9 9 9 9 13
H) Marriage and Civil Partnership Responses: 403 1 2 3 4 5 6 Civil Partnership Divorced Living with someone Married Separated Single Widowed Prefer not to say 7% 1 1 1 17% 1 1 1 1 5 5 5 5 I) Pregnancy and maternity (Are you pregnant or on maternity leave?) Responses: 346 1 2 3 4 5 6 Prefer not to say t applicable 7% 4 4 39% 4 4 4 5 5 14
20. How did you get to the surgery today? Responses: 409 2 4 6 8 10 Car Bus Motorbike Walk Taxi Tram Cycle Other 1 1 2 2 6 6 7 79% 21. Do you have a long-term medical condition? Responses: 398 1 2 3 4 5 6 7 4 4 4 47% 5 5 5 5 22. Are you a carer? Responses: 400 2 4 6 8 10 1 1 1 1 89% 8 9 9 15
23. Which best describes what you are doing at present? Responses: 404 1 2 3 4 5 Full time paid work Part time paid work Full time education Looking after the home Permanently sick or disabled Unemployed Fully retired from work Doing something else 27% 2 3 3 17% 1 37% 4 3 3 If you have any questions regarding the results of the Patient Survey, please contact Jake Clayton (Data Analyst - ttingham West CCG) jake.clayton1@nhs.net 16