Doctorsstethoscope1
Manor House Surgery

Emperor's Gate, Stevenage, SG2 7QX. Telephone: 01438 742639 Fax: 01438 746201

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A Survey of our patients was undertaken by the Practice during the period July 15 to December 2015. This survey was incorporated with the Friends & Family Test where patients are given the opportunity to state whether they would recommend the Practice to a family member or friend. It was also undertaken as part of the action plan resulting from discussions with the Patient Participation Group and establishing the priorities. We have over the past months and recent years in liaison with our Patient Participation Group made more changes within the Practice to help improve the Patient Experience these include:

„« Offering Early sessions with a GP on a Thursday morning between 7am ¡V 8am
„« Offering Late sessions with a GP on a Tuesday afternoon between 6:30pm ¡V 7.30pm
„« Offering Saturday morning sessions with a GP and Nurse Practitioner the 1st Saturday of the month
„« Expansion of our website with information : www.manorhouse-surgery.org.uk which can also be used for on-line services e.g. booking appointments, ordering repeat prescriptions, updating contact detail, patient satisfaction questionnaire and request for patient medical data.
„« Production of a quarterly Newsletter updating patients with current Practice affairs
„« Text messaging to confirm appointments and reminder of appointments
„« Electronic prescribing
„« Promotion of our Carers Register and On-line Services
„« Introduction to give patients the opportunity to feedback their satisfaction on our Website
„« Introduction of Choose & Book referral system
„« Patient Group evening Hot-topic events

A questionnaire was prepared this year to cover 7 key elements as discussed with our Patient Participation Group. It was given randomly to 115 patients visiting the Practice. It was decided not to undertake a postal questionnaire as responses in previous years were very low.

We have also reported some of the latest results of the General Practice Patient Survey (GPPS) which was published in July 2016 which cover the period July 2015 to March 2016. This Survey was sent by the Government to a random selection of our registered patients. The full report can be accessed by logging on to www.gp-patient.co.uk

Our survey targeted access, staff, and quality of care. The following questions yielded the results as follows:-


ACCESS Question 1: Ability to get through to the practice by telephone

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Of the patients asked 87% rated the ability to get through to the Practice between excellent to fair which was a slightly lower result on 89% last year. There were 13% that expressed a poor ability and these were by patients stating that it was more difficult to get through to the Practice at 8am. We do appreciate that some days are busier than others but there is no trend. We offer appointments to book in the mornings for those who want access on the same day. We will be reviewing the number of appointments available for on-line booking to assist in any access problems.

In May this year we introduced the Electronic Prescribing Service which we hope will improve patient access.

The latest General Practice Patient Survey (GPPS) results published in July 2016 shows ease of getting through as 56%. We are concerned there is a fall against 71% on improvement on the last GPPS . Our survey shows a more positive result with the percentage overall being 87%. This is also higher than the East & North Hertfordshire average of 61%. This still reflects the efforts the Practice has made since 2010 to improve the GPPS result from 38%

Question 2: Overall experience of making an appointment

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We are pleased to see that 93% rated the experience of making an appointment at this Practice between excellent and fair. There were 7% that rated this as poor. The GPPS published in July 2016 showed 58% of patients rated their experience as good. Our Survey shows a higher satisfaction level and this is an area where the Practice will endeavour to make continuous improvements.

Question 3: Waiting times once you arrive at the surgery for appointment

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We were pleased to see an improvement reflected in this year’s result where 94% of patients found the waiting time between fair and excellent, compared to last year when it was rated as 95%. There were 4% that rated it as poor, which is the same result as last year. The Practice realises this needs continual monitoring and understands that long waiting times are not acceptable. The Practice has advertised the problem of waiting times during the last year and patients are asked to make more than one appointment if there is more than one problem. The latest statistics from our software system taken for October 2016 shows the average wait time is 7 minutes and that no patient has waited for longer than 20 minutes. There is continued management of this target; however our clinicians will deal with patients’ urgent needs during the consultations which may take longer than the allotted 10 minute appointment time.

STAFF & QUALITY OF CARE Question 4: How helpful are the receptionists

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The Practice staff pride themselves in managing patients requests in a professional and caring manner and in a timely fashion. The result above reflects this where patients rated this helpfulness at 99% between excellent and fair. There was 1 patient that rated this as poor. Patients are encouraged to contact the Practice Manager directly if there are any issues with staff at this Practice.

Question 5: Quality of care by doctor during consultation

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Patients have expressed a satisfaction of 97% with the quality of care provided by the Doctors at this Practice. There were 3% of patients that rated a ‘don’t know’ as they were new to the Practice. The GPPS published in July 2016 showed an average satisfaction rate of 82%.

Question 6: Quality of care by nurse during consultation

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This 95% satisfaction result (GPPS 89%) reflects the level of patient’s satisfaction with the Nurse care at this Practice as extremely good. During this year our Nurses have been involved with consultations with our patients who may need a more personable service to assist in their long term conditions and reduce the need for them to attend A & E. This is called the Avoiding Unplanned Admissions Programme. The Nurses have also been reviewing our patients of aged 75 years and over to complete a Health Check to highlight any problems health or social problems that may need addressing so we are able to manage their on-going care in the Community.

Question 7: Overall experience of the GP Practice

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We are again refreshed to see such a good result of 97% in overall satisfaction. All the staff at this Practice continues to work very hard to meet the needs of our patients both clinically and in administration. The GPPS result shows 81%.

FRIENDS AND FAMILY TEST QUESTION

How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?

From the above result the patient numbers are as follows:

Extremely likely = 53 patients
Likely = 42 patients
Neither = 6 patients
Unlikely = 2 patients
Don’t Know = 1 patient

Feedback from this question will be monitored on a monthly basis and the results can be seen on our website or by accessing NHS Choices.

THE GENERAL PRACTICE PATIENT SURVEY

THE GENERAL PRACTICE PATIENT SURVEY (GPPS) July 15 – March 2016

The results of the GPPS about this Practice were taken from the GP Patient website www.gp-patient.co.uk and were published in July 2016.

41% with a preferred GP usually get to see or speak to that GP
71% were able to get an appointment to see or speak to someone the last time they tried
58% find it easy to get through to this surgery by phone
81% find the receptionists at this surgery helpful
89% say the last appointment they got was convenient
79% describe their experience of making an appointment as good
53% usually wait 15 minutes or less after their appointment time to be seen
49% feel they don't normally have to wait too long to be seen
80% say the last GP they saw or spoke to was good at giving them enough time
81% say the last GP they saw or spoke to was good at listening to them
86% say the last GP they saw or spoke to was good at explaining tests and treatments
80% say the last GP they saw or spoke to was good at involving them in decisions about their care
76% say the last GP they saw or spoke to was good at treating them with care and concern
90% had confidence and trust in the last GP they saw or spoke to
93% say the last nurse they saw or spoke to was good at giving them enough time
93% say the last nurse they saw or spoke to was good at listening to them
91% say the last nurse they saw or spoke to was good at explaining tests and treatments
88% say the last nurse they saw or spoke to was good at involving them in decisions about their care
94% say the last nurse they saw or spoke to was good at treating them with care and concern
84% had confidence and trust in the last nurse they saw or spoke to
82% are satisfied with the surgery's opening hours
97% describe their overall experience of this surgery as good
69% would recommend this surgery to someone new to the area

SUMMARY

The Practice is overall pleased with both the results of our Practice Survey and the GPPS and feels it reflects the endeavours we have made to improve the patient’s perception of this Practice. However we realise there is continued work to be done in the following areas:

Access to Preferred GP – As a single handed Practice established by Dr Duggan with now over 5000 patients it is a problem for him to be accessible to all his patients.
Appointment access – A review of the number of appointments available will be undertaken to ensure access targets are met.
Telephone Access – We are concerned about the current GPPS result but it does not reflect the result of our own survey result. We will be reviewing the appointments available on-line to try to reduce the need to call us. We have also introduced the Electronic Prescribing System which we hope will improve access.
Patient waiting times – Our survey revealed a more positive result and with continuous monitoring we are hopeful this will be sustained.
Recommendation to someone new – The current Friends & Family question reveals a more positive result and this will be monitored on a monthly basis.


This Survey outcome has been reported to the Patient Participation Group who have discussed the findings and prepared actions to assist in improvements to our Service. These are:

These actions can also be seen in our Patient Participation Group Pathway Report on our website www.manorhouse-surgery.org.uk

October 2016










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Patient Survey 2015/16