Patient Survey Results 2012 Nicki Mott Patient Survey

Patient Survey Results 2012 Nicki Mott

Patient Survey 2012 • Patient Survey conducted by IPOS Mori by posting questionnaires to random patients in the practice. Numerous questions regarding various aspects of patient care. • Questionnaire sent to 297 patients • Completed by 127 patients (43%) • National average completed was 38%

Patient Information Patient Demographics • 49% Male, 51% Female • 48% had long standing illness (53% national average) • 91% White, 5% Asian, 2% Other, 1% White –Irish, 1% Other White Age of Patients • • • 8% aged 18 – 24 (national average 10%) 24% aged 25 – 34 (national average 17%) 17% aged 35 – 44 (national average 18%) 23% aged 45 – 54 (national average 18%) 18% aged 55 – 64 (national average 15%) 10% aged over 65 (national average 21%)

Patient Information Employment status • 56% Full time paid work (44% national average) • 17% Part time paid work (14% national average) • 10% Fully retired (21% national average) • 6% Looking after home (6% national average) • 4% Permanently sick (5% national average) • 2% Unemployed (6% national average) • National average – Lawley has more patients in work and less retired patients

Patient Information • Last seen or spoke to a GP 58% had consulted in past 3 months (54%) 19% had consulted 3 - 6 months ago (18%) 10% had consulted 6 – 12 months ago (14%) 10% more than 12 months ago (13%) 3% had never seen a GP (1%) • National average shown in brackets. Patients consult GPs slightly more at Lawley.

Patient Information • Last seen or spoke to a Nurse 43% had consulted in past 3 months (35%) 16% had consulted 3 - 6 months ago (17%) 15% had consulted 6 – 12 months ago (16%) 13% more than 12 months ago (24%) 13% had never seen a Nurse (8%) • National average shown in brackets. Patients consult nurses slightly more at Lawley.

Results Opening hours would like Preferred way of booking appointments Telephoning through to the practice Waiting times in surgery Reception GP appointments Nurse appointments Overall

Results - Access Satisfaction with opening hours 43% Very satisfied (40%) 39% Fairly satisfied (41%) 6% Neither satisfied or not (8%) 6% Fairly dissatisfied (5%) 1% Very dissatisfied (2%) 6% Not sure when GP surgery open (4%) Convenience of hours that we are open 75% said Yes (78%) 16% said No (16%) 9% said Don’t know (7%)

Results - Access Additional opening times that would make it easier Only 24 patients responded (so small numbers) 6 (24%) said before 8 am (33%) 0 (0%) said at lunchtime (13%) 22 (90%) said after 6. 30 pm (69%) 17 (72%) said on a Saturday (71%) 7 (28%) said on a Sunday (32%) 1 (5%) said none of these ((4%)

Results - Access Waiting time in surgery 12% Wait less than 5 minutes (10%) 62% wait 5 – 15 minutes (58%) 20% wait more than 15 minutes (24%) 6% can’t remember (4%) Impressions of waiting times 60% Don’t normally have to wait too long (61%) 27% Have to wait a bit too long (24%) 9% Have to wait far too long (8%) 5% No opinion (7%)

Results - Access Ease of getting through on the phone 57% Very easy (31%) 40% Fairly easy (47%) = Total easy 97% (78%) 1% Not very easy (13%) 0% Not at all easy (5%) 2% Have not tried (4%) How normally book appointments 20% In person (30%) 98% By phone (90%) 0% On line (3%) 2% Does not apply (1%)

Results - Access Preferred method of booking appointments 27% In person (31%) 89% By phone (81%) 33% On line (29%) 6% No preference (4%) Overall experience of making at appointment 55% Very good (38%) 34% Fairly good (42%) 11% Neither good nor poor (12%) 0% Fairly poor (6%) 0% Very poor (3%)

Results - Reception Helpfulness of receptionists 43% Very helpful (48%) 48% Fairly helpful (41%) 5% Not very helpful (7%) 1% Not at all helpful (2%) Overheard in reception 52% Yes but don’t mind (58%) 33% Yes, and not happy about it (25%) 4% No, other patients cannot overhear (8%) 11% Don’t know (9%)

Results – GP appointment GP giving you enough time 58% Very good (49%) 31% Good (37%) 5% Neither good nor poor (9%) 1% Poor (2%) 0% Very poor (1%) GP listening to you 56% Very good (52%) 36% Good (36%) 3% Neither good nor poor (7%) 1% Poor (2%) 0% Very poor (1%)

Results – Nurse appointment Nurse giving you enough time 53% Very good (48%) 30% Good (33%) 1% Neither good nor poor (5%) 1% Poor (1%) 16% Does not apply (12%) Nurse listening to you 50% Very good (47%) 31% Good (33%) 3% Neither good nor poor (6%) 1% Poor (1%) 15% Does not apply (13%)

Overall experience • 55% Very good (46%) • 39% Fairly good (42%) • 6% Neither good nor poor (8%) • 0% Fairly poor (3%) • 0% Very poor (1%)

Overall experience Recommendation of surgery • 69% Yes would definitely recommend (51%) • 25% Yes would probably recommend (30%) • 0% Not sure (10%) • 2% No, would probably not recommend (4%) • 0% No, would definitely not recommend (2%) • 4% Don’t know (2%)

Conclusion • Practice has patients who are on average younger, more are in employment, and consult more than other practices. • Practice results shows high satisfaction scores from many of our patients and is above the national average.