Boleyn Medical Centre

020 8475 8500

Patient survey and results

Further to the National GP Patient Survey from July 2020,

Please see attached our Action Plan resulting from the National Patient Survey.  19% of surveys were returned and have brought to our attention areas that need to be addressed.  Although we are disappointed in the results, we welcome and need patient feedback to help improve our services. We hope our Action Plan addresses the concerns highlighted.

We have engaged our staff and PPG and would like to hear any ideas or suggestions you may have in regards to the Action Plan or any other suggestions to improve our services, please contact the practice and speak with our Reception Supervisor.

NPS 2020 Action Plan

Please follow this link to See how your GP practice is doing or compared to other practices

 

Friend and Family report March 19 – March 20

Total responses from March 2019 – March 2020:     1012

Percentage extremely likely:                                              18%

Percentage likely:                                                                20%

Percentage neither:                                                             8%

Percentage unlikely:                                                           6%

Percentage extremely unlikely:                                         3%

Percentage don’t know:                                                      45%

Overview:

Looking at the results from Friends & Family report we have combined extremely likely and likely results together and divided them by all the patients, we excluded patients who scored don’t know: 385/559×100. In conclusion 69% of patients would recommend Boleyn Medical Centre to their friends and family compared to 31% who wouldn’t (neither, unlikely and extremely unlikely). The above mentioned would suggest that as a surgery we are operating a good level of service to our patients.

Patient Survey Regarding Telephone Access February 2020

Following the changes we have made to our telephone system in January 2020, when we have added additional lines and a queuing system. We were keen to find out if our patients were satisfied with the changes and the improved telephone access.

Considering the above we created a patient survey which was handed out to patients directly over a period of 1 week during February 2020. We received 100 questionnaires back.

Patients was asked to rate from 1 – 5, where 5 was excellent.

The following shows the outcome of the survey in percentage:

  • How do you rate how easy it is to get through on the telephone to the practice?

1 – 9%            2 – 13%          3 – 25%          4 – 22%          5 – 31%

  • How do you rate the length of time you wait for your call to be answered by the practice?

1 – 11%          2 – 19%          3 – 20%          4 – 22%          5 – 28%

  • Do you think that the new queuing phone system is helpful?

Yes – 76%                 No – 24%

  • How do you rate how easy it is to get an appointment by calling the practice?

1 – 18%          2 – 7%            3 – 29%          4 – 20%          5 – 26%

  • Are you signed up for online access?

Yes – 56%                 No – 44%

  • If No, would you like to be signed up for online access?

Yes – 72%                 No – 28%

 

OTHER COMMENTS:

  • What’s the point in a queuing system?
  • Long waiting times.
  • Phones are always busy, the receptionist are loud and not everyone talks nice when answering the phones.
  • Good GP surgery but the appointment process could be faster.
  • Getting appointments is not easy.
  • The appointment system is very good, I always will get appointments when I try over the phone.
  • Surgery could benefit with more appointments if they have enough GPs to do so.
  • Every time I call the surgery it ends up with me being disconnected.
  • The phone system is new it seems so much better and the queue is very helpful.

In conclusion, the survey shows that most of our patients are happy with the new phone queuing system and with the access of booking appointments over the phone.

With all of the questions asked, the majority of patients scored us between 3 and 5.

Majority of patients who completed the questionnaire have given us their details. The patients who are not signed up to Patient Online access will be contacted by the Practice administrator and explained how to sign up to online access, alternatively patients will be offered to come in to the Surgery where one of the staff members will be able to go assistant them in the signing up process.

YOU SAID – WE DID

 Further to the internal patient survey from February 2020,

regarding our updated telephone system YOU have left following comments:

We replied: 

 

  • What’s the point in a queuing system?
  • The queuing system has been introduced so patients are always aware of where they are in the queue and gain important information while waiting on the phone about immunisations/ smears etc.
  • Phones are always busy, the receptionist is loud and not everyone talks nice when answering the phones.
  • We appreciate that phone lines are very busy therefore we advertise online booking system, we also recently introduced online triage where a patient can get advice and book an appointment 24/7.
  • Receptionists are also to receive regular training on customer service and any patient comments are discussed at Practice meetings as a learning point.
  • Good GP surgery but the appointment process could be faster.
  • We are pleased that patients are happy with our Practice and we constantly trying to better our service. We seek feedback from our Patient Participation Group (PPG) and we also recently introduced online triage where a patient can get advice and book an appointment 24/7.
  • Getting appointments is not easy.
  • We appointed a designated member of staff who will hold learning sessions for patients who need help with registering and use of online access. There will be separate sessions for patients over 65 years old and under 65 years old.
  • The appointment system is very good; I always will get appointments when I try over the phone.
  • Great to hear that patients are happy with the service we are providing.
  • Surgery could benefit from more appointments if they have enough GPs to do so.
  • We are currently in discussion with a doctor who is keen to work from home. We are hoping to have telephone consultations set up by the end of May and utilise them to offer additional appointments to our patients.
  • The phone system is new it seems so much better and the queue is very helpful.
  • We are very pleased to hear that our updated system is working for our patients. We are constantly trying to better our service and hoping that online which was recently introduced will be a success.

 

THANK YOU FOR ALL YOUR FEEDBACK

Results and Action from the patient survey from September 2019

Please see the links below.

NATIONAL-GP-PATIENT-SURVEY.-YOU-SAID-–-WE-DID

INTERNAL-PATIENT-SURVEY-YOU-SAID-–-WE-DID

Click the link below to view our latest results.

https://gp-patient.co.uk/report?practicecode=F84050

IN HOUSE PATIENT QUESTIONNAIRE (December 2019)

We developed a questionnaire to try to find out if our patients are aware of how to get medical advice and the different ways to book appointments to see a GP, but to also consider new ways of offering appointments.

Our findings showed that less patients are aware of the Extended Hours and the 7 Day Access Services that offer evening and weekend appointments at local surgeries in the area.  We therefore need to advertise this more to our patients.  The questionnaire also revealed that not everyone is aware of booking appointments online and that appointments can be booked in advance.  More information about this can be found on the website on our appointments page.

Patients who completed the questionnaire were aware of the minor ailment scheme – being able to get medical advice and treatment from your local pharmacy, of our walk in clinic Mondays-Fridays mornings and of calling at 10am to book appointments for the next working day.

In this questionnaire, we asked if patients were able to speak to a GP urgently on the same day, most people could, but the questionnaire highlighted that we need to consider having more GP appointments and so the Practice is looking into adding more appointments on a weekly basis.

We also asked if telephone consultations would be preferred for discussing test results, whether we should have a clinician screen appointment reasons before booking appointments and whether opening some walk in appointments online the night before could be an option. Results were not conclusive on any of these and so they were discussed in a clinical meeting.

It was decided that we would consider telephone consultations in the future, we would open the walk in clinic earlier and we would not screen appointments at this time.

Due to the amount of responses received, it also suggested that carrying out another survey later in the year may be beneficial, to get a better understanding of patient awareness and hopefully to see if any of the changes made have improved patient awareness and accessibility to our services.