Patient Surveys

Patient Survey Results
The following documents have been produced following your patient feedback from the Improving Practice Questionnaire (IPQ).

Patient Survey 2019

Devaney Medical Centre

 Patient Survey results June 2019

 The Patient Survey was carried out between the months December 2018-May 2019 in total 228 completed the survey.

  1. Getting through on the phone.

In the past 6 months how easy have you found the following?

 

Haven’t tried

Very easy

Fairly easy

Not very easy

Not at all easy

Don’t know

No response

Getting through on the phone

17

70

82

20

34

0

5

Speaking to a doctor on the phone

89

33

38

11

7

18

32

Speaking to a nurse on the phone

124

19

24

3

6

22

30

Obtaining test results by phone

60

92

30

3

2

14

27

 

2.Arriving for your appointment

 How clean is the GP surgery?

Very clean

183

Fairly clean

43

Not very clean

0

Not at all clean

0

No response

2

 How helpful do you find the receptionists at the surgery?

Very

189

Fairly

35

Not very

1

Not at all

0

No response

3

 How long after your appointment time do you normally wait to be seen?

I am normally seen on time

71

0 to 15 minutes

131

15-30 minutes

17

More than 30 minutes

2

Can’t remember

1

No response

6

 Seeing a Doctor at the GP Surgery

How easy is it for you to get an appointment with the GP at the surgery?

Haven’t tried

2

Very

75

Fairly

95

Not very

39

Not at all

13

Don’t know

2

No Response

2

 The last time you saw a GP at the surgery how good was the GP at each of the following?

 

Very good

Good

Neither good nor poor

Poor

Very poor

Doesn’t apply

No response

Giving you enough time

143

64

11

4

1

0

5

Asking about your symptoms

147

66

6

1

2

1

5

Listening

154

64

2

0

1

1

6

Explaining tests and treatments

142

59

5

2

2

8

10

Involving you in decisions about your care

133

63

8

2

1

11

10

Treating you with care and concern

157

51

6

1

2

2

9

Taking your problems seriously

155

55

5

2

2

2

7

 If you weren’t able to be seen during the next 2 weekdays that the surgery was open, why was that?

There weren’t any appointments

85

Times offered didn’t suit

21

Appointment was with a DR I didn’t want to see

18

A nurse was free but I wanted to see a DR

5

Another reason /can’t remember

22

No response

84

Seeing a Practice Nurse at the surgery

How easy is it for you to get an appointment with a Practice Nurse at the surgery?

Haven’t tried

56

24.6%

Very

73

32.15%

Fairly

72

31.71%

Not very

11

4.84%

Not at all

2

0.88%

Don’t know

7

3%

No response

6

2.64%

 

 

 

 

 Last time you saw a Practice Nurse at the surgery, how good did you find the Practice Nurse at the following?

 

Very good

Good

Neither good nor poor

Poor

Very poor

Doesn’t apply

No response

Giving you enough time

119

42

4

5

2

20

36

Asking about your symptoms

111

38

10

0

3

27

39

Listening

114

39

9

1

2

24

39

Explaining tests and treatments

111

35

13

2

2

37

38

Involving you in decisions about your care

103

34

11

3

3

33

41

Treating you with care and concern

118

39

7

1

2

22

39

Taking your problems seriously

111

38

6

2

2

30

39

 

  1. Receptionists Signposting Patients

 Appointment availability is very important and we need to make sure patients are seeing the correct Clinician for the type of problem you may have.  Receptionists signposting patients have shown that it will free up at least 10% of GP appointments that would have been inappropriately booked, enabling more GP access for patients who need it, examples of best point of care for patients would be Diabetic problem would be best seeing Diabetic Nurse, , sick note queries/orders best requested through reception, dental problems to be seen by a dentist etc.

 Our Practice receptionists are now undertaking training to enable them to become ‘Care Navigators / Signposters’. The idea behind this is to enable our Receptionists to direct patients to the most appropriate source of help quickly and efficiently.

 Reception being able to signpost you to the best point of care for your problem will ensure the practices best use for appointments.  Being able to do this the receptionist may need to ask you for further information ie. Symptoms, reason for appointment etc.

Question

Yes

No

Don’t Mind

No Response

Receptionists may now ask you for more information when you ask for an appointment, this will ensure that you are dealt with quickly and by the most relevant person, are you happy with this?

 

144

30

41

13

Many clinical problems can be resolved by seeing the Practitioner, enabling you to be seen more quickly. 

Would you be happy to see the Practitioner rather than a GP if it meant your problem was dealt with sooner and you had a slightly longer appointment time?

 

138

26

42

22

 Patient Feedback

  • Nurse Tara very helpful.
  • Thank you Tracy for helping me to get my appointment with Dr Charles and for coping with my limited availability.
  • Very happy with the surgery. Nurses and Drs are very helpful particularly Nurse Tara who I see on a regular basis.
  • The online appointment service only shows the doctors available and no nurse practitioner. So does not reflect the true.
  • I an extremely happy with all aspects of the surgery, Thank you.
  • Having the blood clinic is fantastic!
  • All ok.
  • The telephone system is terrible. Listening to messages that go on and on explaining chapter and verse about how good practitioners are is frustrating and when these (long) messages repeat when ‘’1’’ is pressed does nothing to help.
  1. Not being able to forward book appointments is also a frustration. Not all issues are urgent and people need to arrange time-off, child care etc. So the just -in –time booking is flawed and leads to the 8.15 rush!
  • To allow childrens doctor’s appointment to be booked on line as difficult to call surgery at 8.15am for same day appointment. Lines engaged continuously.
  • ‘J All good.’
  • Telephone booking is (or appears) rather strange.
  • I see Dr Metcalfe for a chronic condition, and need to see her fairly regularly for follow-up appointments. Dr Metcalfe has been extremely supportive and helpful when treating me. I find the reception staff helpful and pleasant to deal with. My only criticism is that it can be very difficult to get an appointment with a specific doctor (Dr Metcalfe) even when booking ahead.
  • I would like Drs & Staff to consider age, and being single females.
  • Some of the receptionists are extremely helpful, and this is the best practice ever.
  • 1st class service.
  • The receptionists are always very polite and helpful.
  • Allowing patients to stay in the surgery if they have moved out of the catchment area. We have recently done this and have written a letter to the surgery explaining our reasons for wanting and needing to stay at this surgery. We have had to move not through choice. There are a lot of things that we feel work well at this surgery from reception staff to the GP’s and everything in-between. Hence our reason for wanting to stay – thank you.
  • Baby is getting annoyed; my sister still hasn’t been seen. I’m getting annoyed. The music is annoying. Already 30 minutes late. I haven’t got all day. I’m starving and have no patience!!
  • The surgery I feel has always given a good service and the reception staff are helpful and kind.
  • I book most of my appointments online using Patient Access. This is extremely effective – providing you are able to login at precisely 8.15am. For a same day appointment.
  • All good – very impressed.
  • The unsolvable problem or trying to get through at 8.15am and when eventually getting through, being advised all appointments for that day have been booked. I do not blame the receptionists for this. Very satisfied with repeat prescriptions sent directly from the GP to the pharmacy.
  • Receptionist very good.
  • Very well run practice.
  • I have had the best care at this surgery for over 28 years and have never had anything to complain about.
  • There are not any appointments on-line which, as a working person is the only way I can book an appointment. I can’t ring at 8.15 as I am travelling to work at this time. Please consider putting more appointments on-line for those of us who can’t get to a phone early in the morning!
  • Dr was very thorough and extremely caring and gave me a lot of her time 10/10.
  • Often don’t become available until well after 8, which can mean attempting to get through 50-100 times between 8-8.30 because the lines are engaged from 8. Being able to book non-emergency appointments would mean less phone congestion in the morning.
  • I have never had any complaints and I have been at this practice for 30 years.
  • Nurse Tara has been very professional and kind.
  • More appointments, less waiting time to go and see the Doctor.
  • Very competent surgery only downside is very difficult to obtain an appointment.
  • Looking for prescriptions in the reception – seem to have no alphabetical order or any other to find private prescriptions or others.
  • There are never enough appointments available or not in advance for people who have full diaries or have to arrange time off work. The excuse made was due to large amount of DNA’s. Don’t take it out on the people who always attend and never cancel. It’s not a fair system.
  • I like the relaxing music in the waiting area.
  • More online appointments.
  • I have been with Devaney for approx. 11 years and have always been very satisfied with their help. Thank them all for me.
  • Very happy with quality of care and treatment by the Nurse Practitioner.
  • Most days it’s impossible to get through on the phone to get a same day appointment, this is the only major issue I have.
  • Generally I feel very fortunate to be a patient at this practice. Thank you to all.
  • Text reminders for appointments would be good.
  • I fully understand the pressures on the NHS and GP practices. I don’t come to the doctor very often (I have been lucky) but making an appointment is always a challenge! I don’t understand why only 1 issue can be discussed at each appointment surely this does not make sense as things may be linked.
  • Answer machine message is too long.
  • I think the information screen is a good idea but sometimes I find I cannot read fast enough so miss what may be important by being called for my appointment and miss the repeat, though I have once waited for a repeat that never came.
  • The Practitioner option exceeded my expectations today – top marks! Also , in December 2018 I had cause to ring the admin team twice with very different queries and they were brilliant. My two queries were directed efficiently and effectively. My expectations were realistic given the funding issues in the NHS, but the professional and kind staff still provided gold standard customer service, which was much appreciated.
  • Receptionists are helpful and always notify me via phone if any abnormal results that require a prescription to be generated. Also, I have tried to book an appointment online but it doesn’t seem to work. The telephone automated booking system is a pain to use as you can’t go back to the previous option and have to go through from the beginning.
  • I cannot think of anything as this medical practices covers every angle on patients’ needs, there is a lot of information about care, diabetes, sepsis etc. The receptionists are excellent always there to help. GP’s Nurse, all staff are considerate, hardworking individuals that care about their patients.
  • I have always found the receptionists very helpful on occasions when needed.
  • Please can you get facilities to pay (e.g. for Insurance certificates) using a card – cash is now very inconvenient (no-one carries that amount) and results in additional visits to the practice.
  • I am always happy with all my appointments and treatments.
  • I am extremely happy with this clinic and the care I have received from both Receptionists and Doctors.
  •  
  • Being able to book an appointment online each time I have tried there are never any appointments to book ahead.
  • It would be a nice and welcoming touch if doctors and Nurse stood up, maybe by the door, to welcome patients into the surgery.

BENCHMARKING

Comparison with previous survey results

Last survey was done by NHS England

I have taken a few areas from the NHS England national survey to compare results Benchmarking our data against National and Local Area’s will allow us to see how we compare to other practices

As you can see from the areas used for comparison below the results are good in most areas.

Waiting Times

Waiting Times

Practice Survey

NHSE Devaney results

Local Area

National Area

5 Mins or less

 

31%

42%

24%

23%

Between 5-15mins

58%

44%

46%

47%

15-30Mins

 

7.5%

11%

20%

21%

More than 30mins

1%

3%

9%

9%

How helpful did you find the Reception team 

How helpful

Patient Survey

NHSE Devaney

Local Area

National Area

 

Very Helpful

 

83%

51%

50%

43%

Fairly Helpful

 

15%

45%

43%

46%

Not very helpful

 

0.5%

4%

5%

8%

Not at all helpful

 

0%

0%

2%

2%

 The healthcare professional they saw or spoke to was good at listening to them during their last appointment

How Good

Patient survey

NHSE Devaney

Local Area

National Area

Very Good

70%

57%

62%

52%

Good

27%

40%

30%

37%

Neither good nor poor

3%

4%

6%

8%

Poor

0 %

0%

1%

2%

Very poor

1%

0%

1%

1%

The healthcare professional they saw or spoke treated them with care and concern during their last appointment.

How Good

Patient survey

NHSE Devaney

Local Area

National Area

Very Good

72%

56%

62%

52%

Good

23%

38%

29%

35%

Neither good nor poor

3%

6%

6%

9%

Poor

1%

1%

2%

2%

Very poor

1%

0%

1%

1%

The healthcare professional they saw or spoke to was good at giving them enough time during their last appointment.

How Good

Patient survey

NHSE Devaney

Local Area

National Area

Very Good

66%

56%

57%

48%

Good

27%

38%

34%

38%

Neither good nor poor

4%

6%

6%

10%

Poor

2%

0%

2%

2%

Very poor

1%

0%

1%

1%

 

 

 

 

 

 

 

Devaney Medical Centre

We respectfully ask that patients do not visit or ring the surgery to book appointments, make enquiries or for administrative requests. Instead, please visit our easy to use electronic consultation on our website.

You are advised to read the latest current corona virus guidance available at www.nhs.uk/coronavirus.

Please note that repeat prescriptions can be ordered via wiccg.devaneyscripts@nhs.net. For all other requests, please use econsult.

For all other wirral covid-19 support and resources, please visit www.wirralinfobank.co.uk.

Patients eligible to have the seasonal flu vaccination can now book in for this. **please telephone reception to book the vaccination, there is no need to submit an e-consult**.

Thank you for your support.

Please see our practice coronavirus page for further information.

CHANGE OF SERVICE NOTICE

eConsult is a secure online tool for registered patients to contact the surgery and submit a medical or administrative request online during Practice Opening hours. the Practice is open from 8:00am until 6:30pm Monday to Friday excluding Bank Holidays.

Our team will review every request and make sure it is passed to the most relevant health care professional.

When eConsult is not available between 6.30pm – 8am weekdays, at weekends or Bank Holidays should you need medical assistance (From Friday 18:30 Until Monday 8:00am and Bank Holidays), Please telephone 111 for the out of hours service, or 999 for a medical emergency.