Patient Satisfaction Survey Results - May 2015
Patient Satisfaction Survey Results - Nov 2015
IPQ Golden Valley Practice Patient Satisfaction Survey 36976.pdf
Link to Patient Satisfaction Report
PATIENT PARTICIPATION GROUP (PPG) INFORMATION FOR PATIENTS
Objectives of the Group
o To help the Partners and managers of Golden Valley practice deliver a first class service to registered patients of the Surgery.
Membership of the Group
o All patient members must be registered patients with Golden Valley Surgery.
o Golden Valley Surgery will be represented by Dr Serena Jones and Alex Price (Practice manager).
o The patient membership will be a representative sample of Golden Valley Surgery patients with a mixture of volunteered members and a selection of patients asked to represent all local villages, ages, disabilities and ethnicity.
Scope of Meetings
o The Group will focus on local patient feedback and changes which can be implemented by the Partners/Managers of Golden Valley practice.
o Patients will not discuss their own individual health issues. These should be raised directly with the appropriate GP.
o Patient confidentiality will be kept at all times.
o The Group will meet quarterly (evening meetings).
Patient Participation Group Report
We started our group last year and so far have had three successful meetings. Our group consists of registered patients that have applied through our website link to join or have been selected to ensure that we have a representative from all of the local villages, all age groups, gender, disability and ethnicity.
At our second meeting, with guest speaker Dr Chris Frith, we focussed on the up and coming Data Extraction. He gave us all a presentation so that we all had a clearer understanding of what was going to happen and explained the opt-out process. Our PPG members were asked to spread the word and this has been so successful that at the last count we had received 643 opt-out forms.
At our last meeting we discussed our recent Patient Satisfaction Survey results. The results were forwarded to all 29 PPG members a week before the meeting. We met with Diane Jones, Lay Member of the CCG, Patient and Population Advisor and we all discussed the survey and decided on a plan of action for improvements.
Below is a summary of our Patient Satisfaction Survey and a copy of the action plan:
Our findings from this local survey
We were very pleased with the results of our recent Patient Satisfaction Survey. We had a few results in the top quartile, most were in the middle and we didn't have any in the bottom quartile. There were a few negative comments about opening times and the car park but most of the comments were positive.
Which responses were most positive?
Satisfaction, warmth, ability to listen, explanations, reassurance, confidentiality, respect, time for visit, concern for patient and recommendation.
In which areas did we deviate most from the national benchmark?
We were not in the bottom quartile for any results. We don't really deviate from the national benchmark, just slightly below for opening hours but that could be due to patient expectations and the fact that we are a rural practice and patients do not wish to travel to the Out of Hours Service.
Our opening hours are:
Ewyas Harold Surgery 8am - 6pm Monday to Friday
Peterchurch Surgery 8am - 6pm Monday, Wednesday and Friday and 8am - 1pm Tuesday and Thursday
Outside of these hours all our calls are automatically diverted to the 111, Out of Hours Service. Patients can also call the service direct by dialling 111.
What are the main priorities identified by the PPG?
Communication - PPG would like us to give patients more information through community publications i.e. Community Times, Good news and parish newsletters to reach the wider population who perhaps don't visit the Surgery often. These patients are unlikely to see posters in the waiting room. Others may not have internet access to see notices on our website.
Chair - PPG would like us to provide a chair in the hallway for patients that would like to sit down if there is a wait at reception.
What are the main priorities identified by practice staff?
Suggestion Box - Put a box in the waiting room so that people can make comments easily and anonymously if required.
· Publish results of Patient Satisfaction Survey
· Increase Communication through local publications
· Provide suggestion box
· Provide a chair in hallway
PPG report 2015.doc