Transcript Document

DOCKLANDS MEDICAL
CENTRE
Practice Survey Feedback
Meeting – 13th March 2014
WELCOME
 Introduction
 House
keeping
 Refreshments
 Please
note this is not a venue to discuss
individual issues
SURVEYS FOR THE IMPROVEMENT OF
THE PRACTICE

Docklands Medical Centre distributed questionnaires for all
patients to complete.

We started distributing the questionnaires on the 13th February
2014

The questionnaires were distributed at the reception desk
handed out by the reception staff as patients came to the
surgery for a variety of services.

It was also distributed on the surgery website on
www.docklandsmedicalcentre.com

MJOG message (our text messaging service) was send out to all
patients to inform them that the survey was distributed on the
website and the reception desk for patients to complete
What is your gender?
RETURNED SURVEYS

63 completed Questionnaires were received

The demographic of the patient responses to the surveys are shown here
What is your ethnic group?
How old are you?
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
37.25%
40%
35%
29.41%
30%
25%
19.61%
20%
11.76%
15%
10%
5%
1.96%
0%
0%
0%
Under 18
18-30
31-44
45-60
60-74
Male
48%
Female
52%
75-84
85 and
over
44.90%
26.53%
0%
0%
4.08%
8.16%
2.04%
0%
0%
4.08%
0%
0%
2.04%
6.12%
0%
2.04%
SURVEY RESULTS

Looking at the results, most of the responses to the questionnaires
were very positive.

But there are few area’s we can work on to improve the service
more – we will see this on the slides as we go along.
RESULTS OF THE SURVEY
Can you get to speak to the nurse or doctor easily on the
phone?
Strongly Agree–
Can you usually get an appointment
easily?
4.76%
Strongly Agree–
11%
Agree–
Strongly Disagree–
8%
26.98%
Neither Agree or Disagree–
Disagree–
22%
50.79%
Strongly Disagree–
Disagree–
Disagree–
Strongly Disagree–
0.00%
Neither Agree or Disagree–
9.52%
Agree–
Agree–
45%
7.94%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
Area to work on - more than 60% unable to speak to nurse or GP
easily on the phone
Strongly Agree–
Neither Agree or
Disagree–
14%
RESULTS OF THE SURVEY
Can you usually see the GP or Nurse
you want to see?
Can you get through on the phone
easily?
50.00%
44.44%
45.00%
40.00%
35.00%
30.00%
25.00%
23.81%
22.22%
20.00%
52.38%
15.00%
10.00%
22.22%
6.35%
STRONGLY
D I S AG R E E –
11.11%
D I S AG R E E –
5.00%
7.94%
NEI THER
AG R E E O R
D I S AG R E E –
AG R E E –
STRONGLY
AG R E E –
6.35%
3.17%
0.00%
Strongly
Disagree–
Disagree–
Neither Agree or
Disagree–
Agree–
Strongly Agree–
RESULTS OF THE SURVEY
Do you feel the GP or nurse involves you in decisions about your care?
57.14%
60.00%
50.00%
40.00%
Are you usually satisfied with your
consultation?
Strongly Disagree–
2%
19.05%
20.00%
11.11%
11.11%
10.00%
1.59%
0.00%
Disagree–
6%
Strongly Agree–
19%
30.00%
Strongly Disagree–
Disagree–
Neither Agree or
Disagree–
Agree–
Strongly Agree–
Do you feel the GP or nurse listens to you?
Neither Agree or
Disagree–
17%
Strongly Agree–
23.81%
Agree–
Strongly Disagree–
Agree–
56%
Neither Agree or Disagree–
Strongly Agree–
Disagree–
Agree–
50.79%
Neither Agree or Disagree–
Disagree–
Strongly Disagree–
0.00%
19.05%
4.76%
1.59%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
RESULTS OF THE SURVEY
Does the nurse or GP explain your results to you in a way
that you understand?
50.00%
Do you usually find the
reception team helpful?
45.00%
40.00%
35.00%
Strongly Disagree–
10%
Strongly Agree–
30%
30.00%
25.00%
Disagree–
3%
20.00%
15.00%
Strongly Disagree–
Disagree–
10.00%
Neither Agree or Disagree–
Neither Agree or
Disagree–
13%
Agree–
Strongly Agree–
Agree–
44%
5.00%
0.00%
Does the nurse or GP explain your
results to you in a way that you
understand?
–
Strongly
Disagree
–
Disagree
–
Neither
Agree or
Disagree
–
Agree–
Strongly
Agree–
1.59%
3.17%
22.22%
49.21%
23.81%
Results
If you require an interpreter is there one
available during your consultation?
Yes–
No–
Not Sure–
1.59%
Yes
76.19%
79.37%
6.35%
No
47.62% 47.62%
41.27%
33.33%
9.52%
Not Sure
82.54%
Not applicable
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
12.70%
12.70%
11.11%
7.94%
11.11%
19.05%
How quickly are you usually seen after your
appointed time?
10%
5%
Less than 15 minutes
15-30 minutes
9%
52%
24%
about 30 minutes
30-45 minutes
Over an hour
Area’s we need to work on - quarter of patients having
to wait more than 30mints to be seen.
Patient comment: Doctors/nurses should spend more time with patients
and explain things clearly and NOT HURRY because the patients were
called in late
Area we will need to work on - more than half the
patients still unaware of the option to book/
cancel or to order medications online
RESULTS OF THE SURVEY
Is this practice clean and tidy?
Strongly Agree–
36.51%
26.98%
Agree–
42.86%
Neither Agree or Disagree–
15.87%
6.35%
0%
Strongly Disagree–
9.52%
7.94%
7.94%
Disagree–
46.03%
Would you recommend this surgery to others?
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
STRONGLY
D I SAGR E E –
D I SAGR E E –
N E I T HE R AGR E E
O R D I SAGR E E –
AGR E E –
STRONGLY
AGR E E –
PATIENT COMMENTS

We welcome all Patient comments, the comments added on the
surveys will be taken in consideration, and where possible action
will be taken to improve our services in Docklands Medical
Centre.
Patient Comments
regarding:
Positive:
Negative
Reception staff:
3
4
GP’s:
3
3
Nurse’s:
6
0
Saturday clinic request:
3 requests made to have Saturday clinic
Text messaging service:
1
0
Services at the practice:
3
3
THANK YOU FOR YOUR TIME

Question and answer