Observatory Medical Practice Patient Survey November 2017 Responses

+ Observatory Medical Practice Patient Survey November 2017

+ Responses n 2017: 369 responses n 2016: 453 responses n 2015: 511 responses n Half were paper copies and half were on-line responses n Poor on-line response – due to reluctance to follow links because of increase in security awareness? ? ?

+ Urgent appointments More than 5 (working days) 4% 3 - 5 days 13% 1 - 2 days 24% Same day 58% The last time you made an urgent appointment to see a GP how long did you have to wait?

Comparison 2016: 2017 Urgent appointments 70. 00 60. 00 50. 00 Axis Title + 40. 00 30. 00 20. 00 10. 00 2016 2017 Same day 66. 00 58. 46 1 - 2 days 23. 00 24. 26 3 - 5 days 9. 00 12. 87 More than 5 (working days) 2. 00 4. 41

+ Routine appointments Same day 7% 1 - 2 days 21% More than 5 (working days) 31% 3 - 5 days 40%

+ Comparison 2016: 2017 Routine appointments 40. 0 35. 0 30. 0 25. 0 20. 0 15. 0 10. 0 5. 0 0. 0 2016 2017 Same day 9. 1 5. 29 1 - 2 days 27. 7 18. 11 3 - 5 days 31. 6 34. 26 More than 5 (working days) 12. 3 28. 69

+ Enough time? 350 300 250 200 150 100 50 0 I had enough time I would have liked more time GP 306 57 Nurse 245 6

+ Comparison 2016: 2017 Enough time 2016 2017 89% 88% 71% 67% GP Nurse

+ Good at listening: GPs S/he was neither good or S/he was poor S/he was very poor at listening 2% 4% 1% S/he was good at listening 17% S/he was very good at listening 76% GPs 2017

+ Good at listening: Nurses S/he was poor at S/he was very listening poor at listening S/he was neither 1% 2% good or poor at listening 4% S/he was good at listening 20% S/he was very good at listening 72% Nurses 2017

+ Comparison 2016: 2017 GPs S/he was very poor at listening S/he was neither good or poor at listening 2016 2017 S/he was good at listening S/he was very good at listening 0. 00 20. 00 40. 00 60. 00 80. 00 100. 00

+ Comparison 2016: 2017 Nurses S/he was very poor at listening S/he was poor at listening 2016 S/he was neither good or poor at listening 2017 S/he was good at listening S/he was very good at listening 0. 00 10. 00 20. 00 30. 00 40. 00 50. 00 60. 00 70. 00 80. 00

+ Website awareness gpjerichotwo. co. uk Use it regularly 11% Never heard of it 25% Use it sometimes 30% Heard of it, but never used it 34%

+ Website comments n 31 comments posted n Some confusion as most comments referred to the on-line access website

+ Comparison 2016: 2017 Website use 40% 35% 30% 25% 20% 15% 10% 5% 0% 2016 2017 Never heard of it 28% 24. 72% Heard of it, but never used it 33% 33. 81% Use it sometimes 28% 30. 11% Use it regularly 11% 11. 36%

+ Patient Access system use No internet access 1% Don't know 6% Yes 27% No 66%

+ Comparison 2016: 2017 Patient Access System use 2016 68% 2017 68% 25% 6% 6% 1% No Yes Don't know 1% No internet access

+ Interest in changes to health service n 216 (71%) no thanks n 87 (29%) comments n Range of interests concerning the surgery and various health conditions n Mental health gets most mentions

+ Getting updates n No thanks – 37% n Yes via direct emails – 42% n Yes via links on website – 20% n No internet access – 1% n Suggest joining Talking Health & Healthwatch to those who want direct links?

+ Friends & family test How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment? Don't know 2% Extremely unlikely Unlikely 2% 3% Neither likely nor unlikely 7% Likely 27% Extremely likely 59% 2017

+ Has the practice improved? n 49 mostly negative comments n 71 mostly positive comments n 20 neutral comments n Main gripes are around longer waits for an appointment n Some dissatisfaction about the changes to the 8. 30 am release of ‘on the day’ appointments

+ Comparison 2016: 2017 Don't know Extremely unlikely Unlikely 2017 2016 Neither likely nor unlikely Likely Extremely likely 0. 00% 10. 00% 20. 00% 30. 00% 40. 00% 50. 00% 60. 00% 70. 00% 80. 00%

+ So – this year n Appointments – still good access for both urgent and routine n Enough time - yes n Listening – very good n Website usage & knowledge very low n Patient Access – low awareness and issues with signing up n Health service changes – lots of interest in getting more information

+ Comparisons – key points n Note longer waiting times for routine appointments – lots more comments about this n Satisfaction with both time and listening still very good n Website and on-line access awareness has barely changed

+ What next? n Work with Ox. Fed on promoting on-line Access n Consider website page to promote information about local health service changes n Email (or text) those requesting information n Online access n Links to Talking Health and Healthwatch newsletters