Questionnaire subcommittee report to PPG 201213 questionnaire results

Questionnaire sub-committee report to PPG • 2012/13 questionnaire results and action plan • PPG & Virtual PRG group • Our GP’s, Nurses, Reception and Administration teams • Practice records and data (including complaints) • Attendance at mother/toddler event at Health Centre • DES specification 2013/14 • Care Quality Commission ‘Outcome’ notes • NAPP & Ha. RD publications • Other local GP practice websites & questionnaires • 2013 Andrew Jones MP survey & results A. B. C. D. E. F. G. 2 nd December 2013 Clinical Care Safety & Cleanliness Prescriptions Appointments Carers Wellness & Health Teenage Friendly

A) Clinical Care - by your Doctor/Nurses/Health Care Assistants 1. Please rate your experiences on how you are listened to by clinical staff Excellent Good Acceptable Poor Very Poor 2. Please rate your experiences on whether you are treated with dignity and respect by clinical staff Excellent Good Acceptable Poor Very Poor 3. How well do the clinical staff speak to you in a way that is easy for you to understand? Excellent Good Acceptable Poor Very Poor 4. Please rate the effectiveness of the ongoing management of your condition Excellent Good Acceptable Poor Very Poor 5. Please rate the overall quality of care that you receive from clinical staff Excellent Good Acceptable Poor Very Poor q Please feel free to add any additional comments/thoughts/ideas on this topic:

B-1) Safety and Cleanliness at Eastgate Surgery Q 1. How do you rate the cleanliness of the Eastgate Surgery? Excellent Good Acceptable Poor Very Poor Q 2. How do you rate the disability access at Eastgate Surgery? Excellent Good Acceptable Poor Very Poor Q 3. Please note that the Practice is not in control of any parking facilities or the road directly outside the Eastgate building. How easy do you find it to access the site? Very Easy Acceptable Not Very Easy Unsatisfactory q If you have any thoughts or comments to make regarding access and safety at Eastgate Surgery e. g. lighting, pavements, parking issues etc. please note them here:

B-2) Safety and Cleanliness at The Health Centre on Knaresborough Road Q 1. How do you rate the cleanliness of The Health Centre, Knaresborough Road? Excellent Good Acceptable Poor Very Poor Q 2. How do you rate the disability access at The Health Centre, Knaresborough Road? Excellent Good Acceptable Poor Very Poor Q 3. During the past year the Practice building at the Health Centre, Knaresborough Road has undergone a significant refurbishment. How do you now rate the facilities & access at the Health Centre? Excellent Good Acceptable Poor Very Poor q Please feel free to add any additional comments/thoughts/ideas on this topic:

C) Repeat Prescriptions - the Practice issues large numbers of repeat prescriptions on a daily basis (about 200 every day) and, the safe & efficient control of this process, is a significant part of our workload (slide 1 of 2) Q 1. How do you normally obtain your repeat prescriptions? a. In person b. By Phone c. Online d. via a pharmacy repeat prescription service e. Not applicable Q 2. If you selected option ‘d’ above, which local Pharmacy has control of your repeat prescriptions? (please note the name and location below e. g. Boots, Market Place) ………………………………………………………………. . .

C) Repeat Prescriptions - the Practice issues large numbers of repeat prescriptions on a daily basis (about 200 every day) and, the safe & efficient control of this process, is a significant part of our workload (slide 2 of 2) Q 2. Please rate the service that you get from this pharmacy Excellent Good Acceptable Poor Very Poor Q 3. If you deal with the Practice directly, how do you rate the prescription service we offer? Excellent Good Acceptable Poor q Please feel free to add any additional comments/thoughts/ideas on this topic: Very Poor

D) Appointments (slide 1 of 2) Urgent Appointments If you feel you need urgent attention and there are no short term appointments available on the day, your call will be logged by the telephone team. A Duty Doctor will call you back to discuss the problem. A course of action will be agreed which may include a face to face clinical consultation or management over the phone. Non-urgent Appointments You can pre-book your preferred date/time up to 4 weeks in advance. Otherwise, we try to ensure that you can be seen by a doctor within a few days, however this may not always be with the doctor that is your preferred named doctor. If you only want to see your preferred named doctor then there may be a much longer lead in time. All doctors have access to all medical histories and case development notes.

D) Appointments (slide 2 of 2) Given this system, how do you rate your experiences in getting contact with a doctor when required? Q 1. I am seen or spoken to on the same day if there is an urgent issue Excellent Good Acceptable Poor Very Poor Q 2. I can get an appointment with a doctor in a few days if it is not urgent Excellent Good Acceptable Poor Very Poor Q 3. When making an appointment, what is your chosen method of contacting the surgery? Phone On-line In person q Please feel free to add any additional comments/thoughts/ideas on this topic:

Carer analysis November 2013 Male Female Age Range Total Capitation Total Carers - Capitation Carers 0 -5 342 - 295 - 637 6 - 15 561 1 553 - 1, 114 1 16 - 25 628 5 642 5 1, 270 10 26 - 35 625 8 573 10 1, 198 18 36 - 45 695 7 705 13 1, 400 20 46 - 55 850 19 914 27 1, 764 46 56 - 65 737 15 766 27 1, 503 42 66 - 75 629 12 723 23 1, 352 35 76 - 85 390 15 517 28 907 43 86 - 95 104 6 225 5 329 11 96 - 105 6 - 15 2 21 2 106 - 115 - - - 116 - 125 - - - 126 - 135 - - - 136+ - - - Total 5, 567 88 5, 928 140 11, 495 228

E) We would welcome your view on how the practice offers guidance and support to home based carers in our practice community Q 1. Do you consider yourself (or someone else in your household) to be a carer? Yes No Not Sure Q 2. Has the practice informed the ‘carer’ about the help and assistance that is available? Yes No Not Sure If the answer to question 2 above is ‘No’ or ‘Not sure’ please contact the practice, using this specific surgery telephone number, 01423 798081, during normal surgery hours. q Please feel free to add any additional comments/thoughts/ideas on this topic:

F) The PPG is considering sponsoring a short series of Wellness/Health Education events. Our early thoughts are to host these, in the evening, at one of the surgeries. Invited experts would share information and answer questions. Q 1. If a selected topic was particularly relevant to you, would you be interested in attending? Yes No Possibly Q 2. Which of the following topics might be of interest to you or your household? (please tick all that apply): • Living with dementia • The importance of diet for diabetics • Recognising and dealing with stress • Staying healthy in retirement • Additional idea? please insert here > ………………………………. . q Please feel free to add any additional comments/thoughts/ideas on this topic:

G) We want to ensure that our practice is ‘teenage friendly’ and, under the banner ‘Hear to Listen – Not to tell’, already provide a confidential service for everyone, including people under the age of 16 Q 1. All relevant members of your household are aware of this practice service and policy Completely Agree Disagree Completely Disagree Not Applicable Q 2. The practice needs to increase its efforts to support young people Completely Agree Disagree Completely Disagree q Please feel free to add any additional comments/thoughts/ideas on this topic: Not Applicable

Composition of the PPG and Virtual Group

Age Range Total Practice Population 0 -4 5 -16 17 -24 25 -34 35 -44 45 -54 55 -64 65 -74 75 -84 85+ 534 1, 347 1, 023 1, 181 1, 347 1, 747 1, 460 1, 376 922 376 4. 7% 11. 9% 9. 0% 10. 4% 11. 9% 15. 4% 12. 9% 12. 2% 8. 1% 3. 3% 11, 313 100. 0% PPG Group Profile Age Male Female Total % total 2 1 3 38% 65 -74 3 3 38% 75+ 2 2 25% 6 8 100% 55 -64 Total 2 Ethnicity: 100% White British

Age Range Male 0 -4 5 -16 17 -24 25 -34 35 -44 45 -54 55 -64 65 -74 75 -84 85+ Total = 285 686 511 615 672 838 721 643 397 122 5, 490 Male VG 3 6 3 5 2 19

Age Range Female 0 -4 5 -16 17 -24 25 -34 35 -44 45 -54 55 -64 65 -74 75 -84 85+ Total = 249 661 512 566 675 909 733 525 254 5, 823 Female VG 1 2 5 10 3 5 1 27

Practice Population and Virtual Group profile Age Range 0 -4 5 -16 17 -24 25 -34 35 -44 45 -54 55 -64 65 -74 75 -84 85+ Total Practice Population Total Virtual Group 534 1, 347 1, 023 1, 181 1, 347 1, 747 1, 460 1, 376 922 376 4. 7% 11. 9% 9. 0% 10. 4% 11. 9% 15. 4% 12. 9% 12. 2% 8. 1% 3. 3% 1 2 8 16 6 10 3 2. 2% 4. 3% 17. 4% 34. 8% 13. 0% 21. 7% 6. 5% 11, 313 100. 0% 46 100. 0%