PPG Report 2015
Annex D template – PPG (PDF version best for most people)
Annex D template – PPG (Word format)
For further information on the outcome of our survey please click the link below:
Patient Participation Group met to discuss Annual Survey and to set questions for current year. The group also supplied a member to assist with completion of survey, by questioning patients in waiting room over February and march 2014. A box was also available for responses.
Questions set were as follows:
1. When booking an appointment by telephone, how long do you usually have to wait to discuss it with someone?
44% wait more than 5 minutes
2. When you need to see a GP immediately, do you get a suitable appointment?
46% say always or usually
If you cannot get an immediate (same day) appointment what do you usually do?
61% would go to Walk in Centre or keep trying until get appointment
3. If you want to see a doctor quickly, how long do you usually have to wait?
64% wait less than 7 days
4. Do you have any difficulties when trying to book a non-urgent or routine appointment?
83% say Never or Sometimes
5. When you want to see a nurse do you usually get a suitable appointment?
82% say Always or Usually
6. When you want to speak to a doctor/nurse on the telephone, can you usually do this?
79% say get call back within 24 hours
7. Are the reception staff polite and helpful?
91% say Always or Usually
8. Is there enough privacy when speaking to reception staff?
60% concerned about privacy
9. When you attend a Doctors appointment, how long do you usually have to wait beyond your appointment time?
67% seen within 20 minutes
10. Do you feel the doctor / nurse listens to you?
Doctors 73% Nurses 90%
11. Does the doctor explain tests / treatments sufficiently?
90% say Yes or Usually
12. Are you confident in the treatment provided for you?
80% say yes
13. Are the Surgery opening hours convenient?
86% satisfied with current opening hours
14. If you could improve one thing about the care and service provided by the surgery, what would it be?
Most common themes: Improvement in telephone systems. Improve appointment numbers. Improve punctuality.
Your age group:
Under 18 1% 18-44 38% 45-60 26% 60-75 22% Over 75 13%
What have we done as a response to the survey?
The telephone appointment booking line has been removed from the reception area to a back office, thus improving the speed of answering, and waiting, with fewer calls put on hold.
Along with the removal of the telephone from the reception area, a queuing barrier has been introduced to the main reception desk which gives the patient at reception more room and reduces patients looking over their shoulder. This has inproved privacy.
A break has been inserted in to the morning rotas. This will allow time to catch up, meaning the later appointments will suffer less from delay.