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FLU CLINIC IS ON SATURDAY 18TH OCTOBER 2014 BETWEEN 9.00AM AND 12.30PM, PLEASE PHONE THE SURGERY IF YOU ARE ELIGIBLE BUT NEED AN ALTERNATIVE APPOINTMENT

 

Church Street Practice, Mably Way, Wantage OX12 9BN

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Patient Survey 2014                                                       

Church Street Practice

Local Patient Participation Report 2014

Procedures and Processes

 

The Practice Profile:

 

Church Street Practice is situated between Wantage and Grove and covers a wide area including Stanford in the Vale, Uffington, the Hanneys, the Hendreds and the Fawleys. We have a list size of approximately 12,850 with a slightly older than average practice population. The ethnicity of our patient population is predominately white British.

 

We are a 7-partner practice with 2 nurse practitioners, 4 practice nurses and 4 health care assistants. We also have a team of 14 receptionists and administrators to support our work. We are a training practice and usually have two young doctors attached to the team, either newly qualified as doctors or more experienced doctors training to be GPs. We also help with the training of undergraduate medical students from the Oxford University Medical School in their final year.

 

The surgery is open Monday – Friday 08:00-18:30 excluding Bank Holidays. In addition to our routine morning and afternoon surgeries, we also offer GP appointments every Monday evening and alternate Wednesdays from 18.30 until 20.00 and GP and nurse appointments on the second Saturday of the month 08:00-11:00 am, excluding October when we offer two Saturday Flu Clinics on the first and third Saturday.

 

Telephone lines are open throughout the day from 08:30 – 18:30 and switchboard is able to accept urgent calls between 08:00-08:30.

 

The Consultation Process to prepare the Survey Questionnaire:

 

The practice met with the patient group to discuss how the survey was conducted in 2012/13 and how things could be improved. PIG volunteers visited some local groups to canvass their opinions on what was important to them, these groups included visitors to the local Day Centre and the Breast feeding group. The particular areas of interest included separating feedback on doctors and nurses, length of appointments, provision of written information and continuity of care. It was agreed that the questionnaire should be no more than 2 sides of A4 and invite patient comments wherever possible. These areas were duly incorporated into a survey questionnaire and approved by the group.

 

The Survey:

 

The questionnaire was emailed to 200 patients selected in two blocks of 100 from the alphabetical list of patients with email addresses and PIG volunteers handed out survey forms to all willing patients during 5 surgeries in February. Patients handing back forms were given a Practice Information leaflet.

 

The results were collated and reviewed by the practice and PIG separately and then together. A list of action points was produced.

 

The full survey results and the proposed actions points were sent to the PRG for comment and agreement. The final plan was then approved by the practice.

 

The results, the commentary and actions points were posted on the practice website and made available to patients in the waiting room in March 2013.

 

Summary of the 2013/14 Patient Survey Results:

 

 

Very Satisfied

Satisfied

Fairly Satisfied

Not Satisfied

1. Overall satisfaction with:

The Practice

66.9%

25.3%

7.2%

0.6%

Doctors

59.6%

31.7%

8.7%

0.0%

Nurses

67.6%

27.9%

3.7%

0.7%

Health Care Assistants

57.4%

28.4%

14.9%

0.0%

Receptionists

72.3%

19.5%

6.9%

1.3%

The appointments system

50.3%

37.4%

10.3%

1.9%

The telephone system

57.5%

33.3%

7.8%

1.3%

The prescription service

60.8%

26.9%

10.0%

2.3%

 

2. How satisfied are you with how things are explained to you by:

Doctors

55.8%

34.0%

9.6%

0.6%

Nurses

66.4%

28.4%

3.7%

0.7%

 

 

3. Do you have sufficient time to discuss your problems with:

Yes

No

Doctors

89.4%

13.8%

Nurses

96.2%

3.8%

 

4. Would 15 minutes appointments improve things for you?

55.1%

44.9%

 

5.  Are you given enough information in writing to help you remember, understand and cope with your condition by:

Doctors

86.2%

13.8%

Nurses

90.7%

9.3%

 

6. Do you feel there is sufficient continuity of care within the Practice?

92.4%

7.6%

 

7. Do you feel fully involved in the decisions made about your care?

96.1%

3.9%

8. Would you be interested in consultations

                 (a) via email?

 

35.5%

 

64.5%

               

                 (b)  on-line e.g. using Skype?

 

23.6%

 

76.4%

 

Overall the results are good and the vast majority of patients are happy with the practice. It is particularly pleasing to see that most patients feel they do get continuity of care and feel involved with the decisions being made about their care.

 

 

 

Agreed Action Points:

 

The following development areas were agreed:

·        To review the appointments system to:

o       try and make the system more flexible,

o       include some 15 minute appointments, and

    • find ways to increase capacity to further improve continuity of care.

·        To make available more support information for patients following consultations by offering:

o       useful website details to those patients who want to look things up on the internet,

o       advice leaflets on specific conditions to those who do not want to use the internet,

o       simple action plans and reminders for those who may need an aide memoire, and

    • care plans for patients with complex conditions.
  • To further investigate the use of EMIS Appointments and Access Systems as these may provide easier on-line access for patients to both book and cancel appointments, better prescription services, text messaging and reminders and an email results service.

·        To try to improve hospital communications by highlighting the hospital departments that are not sending discharge letters to us on a timely basis using Datix (the internal Oxfordshire NHS system for reporting problems).

·        To redesign and improve the layout of the waiting room when the extension is built to address the confidentiality issues (no possible temporary solutions were identified, other than using the lower desk area at the side, which is already encouraged).

·        To advertise the new practice website as soon as it is launched as it will provide far more useful information for patients.

 

 

Progress to date:

 

As the survey was only done in February and we did not meet with the Patient Group until this month, not a lot of progress has yet been made.

 

The doctors have discussed providing more information in writing and will be asking more patients if they want relevant leaflets or providing details of useful websites.

 

We have started a review to see how we can create more routine appointments and are looking at new ways of handing our “duty doctor” sessions.

 

We will keep you informed of progress.

 

 

Sheila Dearman, Practice Manager

19 March 2014