CAMBRIDGE AVENUE MEDICAL CENTRE MESSINGHAM FAMILY HEALTH CENTRE

CAMBRIDGE AVENUE MEDICAL CENTRE & MESSINGHAM FAMILY HEALTH CENTRE PATIENT SURVEY RESULTS NOVEMBER 2016

ABILITY TO GET THROUGH ON THE PHONE… 29, 45% 22, 60% 29, 73% 23, 97% 25, 31% 21, 59% 19, 18% 14, 52% CAMC MESSINGHAM 8, 85% 4, 80% EXCELLENT VERY GOOD FAIR POOR

HELPFULNESS OF RECEPTIONISTS… 47, 74% 40, 79% 34, 19% 31, 23% 21, 66% CAMC MESSINGHAM 16, 13% 5, 78% 1, 29% EXCELLENT VERY GOOD FAIR 0, 54% POOR 0, 65%

OPENING HOURS OF THE PRACTICE 44, 60% 36, 49% 28, 60% 19, 96% CAMC MESSINGHAM 12, 15% 10, 14% 5, 58% 4, 73% 1, 26% EXCELLENT VERY GOOD FAIR POOR

APPOINTMENT TIME 37, 78% 35, 21% 32, 39% 14, 81% 30, 37% CAMC 16, 20% 12, 59% 4, 45% EXCELLENT VERY GOOD FAIR MESSINGHAM 11, 27% POOR 4, 93%

WAITING TIMES UPON ARRIVAL 36, 43% 29, 52% 27, 14% 28, 78% 26, 57% 20, 71% CAMC 13, 57% MESSINGHAM 8, 67% 6, 46% 2, 15% EXCELLENT VERY GOOD FAIR POOR

QUALITY OF CARE BY DOCTOR 43, 05% 36, 47% 41, 50% 33, 33% 23, 13% CAMC 17, 86% MESSINGHAM 2, 25% EXCELLENT VERY GOOD FAIR 2, 04% 0, 37% POOR 0, 00%

QUALITY OF CARE BY NURSE 45, 38% 39, 88% 41, 91% 42, 65% CAMC 13, 56% MESSINGHAM 15, 44% 0, 79% EXCELLENT VERY GOOD FAIR 0, 00% 0, 39% POOR 0, 00%

OVERALL QUALITY OF SERVICES 43, 95% 45, 95% 31, 10% 28, 38% 24, 32% 21, 79% CAMC MESSINGHAM EXCELLENT VERY GOOD 2, 23% 1, 35% 0, 93% FAIR POOR 0, 00%

ACCESSIBILITY OF THE PRACTICE 41, 90% 26, 63% 43, 54% 27, 89% 23, 46% 23, 81% CAMC MESSINGHAM 4, 66% EXCELLENT VERY GOOD 3, 40% FAIR 3, 35% POOR 1, 36%

MALE/FEMALE 63, 80% 52, 90% 47, 10% 36, 20% CAMC MESSINGHAM MALE FEMALE

FRIENDS & FAMILY TEST…. . 49, 24% 50, 00% 43, 19% 45, 00% 41, 06% 40, 90% 40, 00% 35, 00% 30, 00% CAMC 25, 00% 6, 82% 20, 00% 15, 00% 1, 52% 8, 94% 4, 26% 10, 00% 0, 43% 5, 00% MESS 0, 76% 2, 12% 0, 00% EXTREMELY LIKELY NEITHER LIKELY OR UNLIKELY EXTREMELY UNLIKELEY DON’T KNOW 0, 76%

COMMENTS/SUGGESTIONS….

APPOINTMENTS • • 34 comments were made on the appointment system – please see the attached leaflet which explains the system in a little more detail. 9 comments were made on appointments running late 4 comments were made about online appointments and whether the practice should allow this service for under 16 s, more appointments to be made available and to be able to book more than 4 weeks in advance. 8 comments were made on Receptionists asking the patients for a brief description of the problem or why staff are directing the patients. Should be able to see a Doctor at any practice Longer consultation times i. e. 7 am – 7 pm ? could we get a text if GP is running over 30 minutes behind

PRACTICE RESPONSE: Online Access: The Partners have decided that due to confidentiality, it is unable to offer online access to those patients under 16 at present. Appointments are available to book 4 weeks in advance, we do not allow the booking of appointments after that as rotas are not added too far in advance as the staffing has to be planned, adding rotas and having to cancel surgeries can be a lengthy task, the ‘did not attend’ rate would also increase. Appointments can sometimes run late, this can be due to numerous reasons (emergencies, having to give the patient bad news, more than one problem, examinations etc. ) Unfortunately we are not able to send a text to advise patients that a Doctor is running late as the software does not accommodate this facility. Reception Staff have been asked to follow a specific protocol, to ensure that our patients are seeing the correct Health Care Professional, not all patients need to see a GP when the Nurse Practitioners can look after Minor illness, the staff have been given cards for who can deal with what. We do appreciate that some patients may not wish to discuss this with the Receptionist and can always advise that your problem is personal. The practice does offer extended hours on a Monday evening, for those patients who work.