Patient Voices Programme Survey Results for Everest

Patient Voices Programme Survey Results for : Everest House Surgery Combined Results 2005

Introduction = The following slides show the results of the Patient Voices Programme audit that your practice has recently completed = The results shown are the mean figures = To view the frequency breakdown of the results, please see the written report provided with this slide set

Evaluation of questions 2– 5 b (as percentages) compared to the GPAQ benchmarks 100 Percentage of responses 90 80 73 75 70 75 64 68 60 58 62 64 50 40 30 20 10 0 Q 2. Satisfaction with receptionists Q 3 a. Satisfaction with opening Q 4 b. Satisfaction with Q 5 b. Satisfaction with hours availability of particular doctor availability of any doctor Mean score GPAQ benchmark

Evaluation of questions 7 b– 9 b (as percentages) compared to the GPAQ benchmarks 90 Percentage of responses 80 72 70 60 50 58 55 62 60 49 72 52 40 30 20 10 0 Q 7 b. Satisfaction with waiting Q 8 a. Satisfaction with times at practice phoning through to practice Mean score Q 8 b. Satisfaction with phoning Q 9 b. Satisfaction with through to doctor for advice continuity of care GPAQ benchmark

Evaluation of questions 10 a– 10 d (as percentages) compared to the GPAQ benchmarks 100 Percentage of responses 90 80 82 75 79 84 78 85 76 82 70 60 50 40 30 20 10 0 Q 10 a. Satisfaction with Q 10 b. Satisfaction with Q 10 c. Satisfaction with how Q 10 d. Satisfaction with how doctor's questioning how well doctor listens well doctor puts patient at much doctor involves patient ease Mean score GPAQ benchmark

Evaluation of questions 10 e– 10 h (as percentages) compared to the GPAQ benchmarks 100 Percentage of responses 90 80 78 84 81 73 85 85 78 78 70 60 50 40 30 20 10 0 Q 10 e. Satisfaction with doctor's explanations Q 10 f. Satisfaction with time doctor spends Mean score Q 10 g. Satisfaction with doctor's patience Q 10 h. Satisfaction with doctor's caring and concern GPAQ benchmark

Evaluation of questions 12 a– 13 (as percentages) compared to the GPAQ benchmarks 100 Percentage of responses 90 80 77 76 79 78 78 76 78 81 70 60 50 40 30 20 10 0 Q 12 a. How well nurse listens to what you say Q 12 b. Quality of care nurse provides Mean score Q 12 c. How well nurse explain Q 13. Overall satisfaction with problems/treatments practice GPAQ benchmark

Q 3 b. What additional hours would you like the practice to be open? Mornings Lunchtime Evenings Weekends None

Q 4 a and 5 a. How quickly can you see a doctor? 180 169 151 Number of responses 160 140 120 103 86 89 96 103 80 53 52 60 40 27 16 20 22 15 2 0 Same day Next working Within 2 Within 3 Within 4 5 or more Does not apply day working days Particular doctor Any doctor

Q 6 and 7 a. Can you see a GP on the same day if it is urgent? How long do you usually have to wait at the practice? Same day urgent availability of doctor Yes No Don't know/never needed to Waiting time at practice 5 minutes or less 6 -10 minutes 11 -20 minutes 21 -30 minutes More than 30 minutes

Q 9 a. How often do you get to see your usual doctor? Always Almost always A lot of the time Some of the time Almost never Never

Q 12 a–c. Nurse feedback How well they listen… Quality of care… How well they explain… Very poor Poor Fair Good Very good Excellent

Q 13. How satisfied are you with your practice? 169 Number of responses 180 150 131 126 120 90 60 18 30 12 5 13 0 Completely Very satisfied Fairly satisfied Neutral Fairly Very Completely dissatisfied

Demographics Number of responses Q 16. Long-standing illness, Disability or infirmary? 300 240 236 259 180 Number of responses Q 14. Sex 322 340 272 204 186 136 68 0 Male Female Q 15. Age Number of responses Up to 44 years old 227 45 years old and above 255 Mean 49. 1 120 60 0 Yes No

Q 17 and 18. Ethnic group and accommodation status White Black or Black British Asian or Asian British Mixed Chinese Other ethnic group Accommodation status Number of responses Owner-occupied/mortgaged 286 Rented or other arrangements 207

Q 19. Employment status 280 264 Number of responses 240 200 160 138 120 80 40 48 12 12 26 3 0 Employed Unemployed School or full Long term (full/part time, time education sickness self-employed) Looking after home/family Retired Other

The next steps = The results of this survey are a good start to improving your practice = However, you should now discuss your results with your PCT and/or a patient group = Most importantly, you should plan for change!