CMC 2013 PPG survey results Suggestions from January PPG meeting Survey live February/March 2013 On-line and in paper format - most surveys completed in.

CMC 2013 PPG survey results

• Suggestions from January PPG meeting

• Survey live February/March 2013

• On-line and in paper format- most surveys completed in paper.

• 208 responses (TGP 86; CRG 122)

• Practice results on internet 31 March 2013 and shared with PCT

• Mix of common and practice specific questions – following consultation with PPG in January.

Use of practice internet

Q2 Did you know that the practice has a web-site?

16%

34%

50%

0%

Yes, I use it

Yes, but I have not used it

No

No reply

Q3 How often do you order repeat prescriptions on web-site ?

11%

10%

77%

2%

Often

Sometimes

Never

No reply

Q4. Why have you never used the prescription service?

49.36%

21.79%

28.85%

I was not aware of the service

I do not have internet

I do not want to use thisservice

Current internet services not widely used

Internet – future developmentQ.5 How useful would it be for you to use the internet for the following?

41.35%

54.81%

43.75%

26.44%

14.90%

18.75%

22.12%

16.83%

23.56%

10.10%

13.46%

13.94%

View aspects of yourmedical record

Book an appointment witha GP or Nurse

Order repeat prescriptionsfor delivery by an online

pharmacy

very useful

sometimes useful

not useful

no reply

• DoH keen for practices to offer more on-line services to patients particularly appointment booking ordering prescriptions.

• View records - 2012 sometimes useful/very useful 68.1%; 2013 67.79• Order prescriptions - 2012 sometimes useful/very useful 69.7%; 2013 62.5%• Book appointments - 2012 sometimes useful/very useful 58.9%; 2013 69.71%• But need to be mindful of population who wouldn’t want to use these electronic

services.

Educational sessionsQ6. What conditions would you like us to arrange educational sessions on?

25

23

19

17

8

6

Asthma

Heart Failure

Diabetes

Dementia

COPD

Epilepsy

Other suggestions included:

• AF (atrial fibrillation) and heart problems

• Pain management• Exercise classes• Knee/hip problems• Depression/mental health/Bi-polar• Caring for a sick relative/care of

elderly and how to manage their medical needs

• Blood disorders/clotting problems• Liver problems

• CKD (chronic kidney disease)• Fibromyalgia (muscle, tendon, ligament

pain) (2)• Arthritis/osteoporosis –

and osteoporosis support group in Clevedon/Nailsea or Portishead as the 1/4ly one in WSM not convenient

• Parkinsons (2)• Rheumatoid Arthritis (4)• ASD (autism)• Anxiety/panic attacks• Sight• Hearing loss• Crohns disease• Prostate cancer (2)• Bone cancer (2)• High blood pressure

Note: numbers of responses not percentages

The PPGQ7. Are you aware that CMC has a PPG that meets every quarter?

Yes, 19.23%

No, 77.88%

No reply, 2.88%

Q8. What should the PPG do?

74.04%

60.10%

74.52%

70.67%

69.23%

19.23%

11.54%

13.46%

16.83%

12.98%

13.94%

11.54%

11.06%

11.54%

12.50%Work with both practices to develop and improve the patient

experience?

Raise awareness of health issues in the wider community?

Be the voice of the patient as GP services change over the nextfew years in line with NHS reforms?

Campaign on local issues (e.g. Development of ClevedonCommunity Hospital, or closure of local services)

Help the community understand more about how the GPpractices work with other services such as Out Of Hours and

Hospitals?

Yes No Don't Know No reply

Need to promote the PPG more widely

TGP specific questions (1)

TGP Q1. Generally, I find that practice reception/admin staff are:

61.63%

55.81%

37.21%

33.72%

25.58%

31.40%

9.30%

5.81% 9.30%

8.14%

16.28%

Polite and courteous

Helpful

Knowledgeable

Always

Usually

Sometimes

Rarely

no reply

Results are similar to 2012 survey.

Plans to increase staff training and widen the scope of queries admin/reception staff can deal with.

TGP specific questions (2)

Q9. In the last 6 months how have the following changed?

 Much

easierSlightly

easierNo

changeSlightly harder

Much harder

Haven't tried no reply

Contacting the practice by phone 8.14% 15.12% 45.35% 6.98% 9.30% 4.65% 10.47%

Speaking to a GP by phone 10.47% 12.79% 30.23% 3.49% 3.49% 30.23% 9.30%

Speaking to a nurse by phone 0.00% 8.14% 24.42% 0.00% 3.49% 51.16% 12.79%

Obtaining test results by phone 6.98% 8.14% 40.70% 4.65% 2.33% 24.42% 12.79%

Getting a same day appointment 12.79% 13.95% 24.42% 10.47% 17.44% 10.47% 10.47%

Getting a next day appointment 9.30% 10.47% 19.77% 8.14% 26.74% 16.28% 9.30%

Booking an appointment more than 2 days in advance 4.65% 16.28% 19.77% 8.14% 24.42% 19.77% 6.98%

Our own internal audit (4 weeks November 2012) showed that we had halved the number of patients who did not get an appointment the first time they phoned. More work to be done and is under constant review.

CRG specific questions (1)

Q1. In the last 6 months how have the following changed?

Much easier

Slightly easier

No change

Slightly harder

Much harder

Haven't tried No reply

Booking an appointment more than 2 days in advance 9.02% 15.57% 27.05% 3.28% 9.02% 24.59% 11.48%

Booking a next day appointment 9.84% 11.48% 24.59% 7.38% 9.84% 22.13% 14.75%

Booking a same day appointment 24.59% 14.75% 22.13% 7.38% 13.93% 6.56% 10.66%

Booking a telephone appointment with a Doctor 19.67% 18.85% 16.39% 1.64% 4.92% 26.23% 12.30%

Booking an appointment for the Treatment Room 11.48% 13.11% 27.05% 4.10% 0.00% 30.33% 13.93%

Booking a same day appointment is easier by 40% of respondents (25+15) and harder by 21% (14+7). The impact of open surgery is seen here. Booking telephone appointments with a Doctor is overall easier. But the results for appointment bookings >2 days in advance or next day are less clear.

CRG specific questions (2)CRG Q9. Do you know about the daily morning open surgery with 5 minute

appointments?

67%

13%

18%

2%

Yes, I have used it

Yes, but i have not used it

No, I was not aware of this

no reply

The Open Surgery has been running continuously since May 2012, so it is good that 2/3 of our respondents had experience of it, and a further 13% were aware of it, but hadn’t used it. More work can be done to publicise the service.

Respondent demographics (1)

Q10. Age Group

1.44%

3.85%

9.13%

12.50%

13.46%

17.31%

20.67%

16.35%

3.37%

1.92%

16 and under

17-24

25-34

35-44

45-54

55-64

65-74

75-84

85 and older

I prefer not to say

No reply

Disability

• Yes 17.31%

• No 66.83%

• No reply 15.87%

Gender

•Male 33.65%

•Female 56.73%

•No reply 9.62%

Age

Respondent demographics (2)

Ethnicity

• White British 86.54%

• White Irish 6.73%

• White other 2.88%

• Asian/Black Asian 0.48%

• Prefer not to say 0.96%

• No reply 2.40%

Q14. Employment

29.81%

4.81%

3.37%

3.85%

0.00%

50.48%

3.85%

3.85%

Employed

Not currently employed but seeking work

Full time parent or carer

Student

Member of the forces

Retired

I prefer not to say

No reply

Employment

Actions for 2013?• Survey earlier in the year

• Specific survey on changes to telephone system to support practices decision on replacing 0844 numbers

• Publicise internet site more widely

• Roll-out on-line services – prescriptions, access to records, consider on-line appointments at time of upgrade of clinical systems.

• Continue to develop education programme for patients.

• To further publicise the PPG, developing it’s role and developing patient awareness.

• TGP continue work of up-skilling receptionists and improving availability of appointments.

• CRG to improve patient awareness of open surgery and assess the impact of this new service on appointment availability for all patients