Boleyn Medical Centre

020 8475 8500

Patient survey and results

GP PATIENT SURVEY RESULTS 2021:

The results to the GP Patient Survey 2021 have just been published. 516 questionnaires were sent out between January 2021 and March 2021, and 115 were returned.  Please click on the link for detailed access to the results; https://gp-patient.co.uk/report?w=1&practicecode=F84050

The overview for our practice shows that compared to the CCG and National averages, our patients feel:

– they have had enough support from local services or organisations in the last 12 months to help manage their long-term condition(s)

– they usually get to see or speak to their preferred GP when they would like to

– the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment.

However, our patients do not feel:

– that the healthcare professional they saw or spoke to was good at listening to them during their last appointment.

– happy with the appointment they were offered

– that it is difficult to get through to us via the phone.

In regards to the telephones, we start booking appointments for the next working day at 10am and therefore we will inevitably experience a high volume of calls at this time.

Previously, to try to relieve the pressure:

– we increased the number of staff answering calls at this time

– added all of our next working day GP appointments online so that instead of calling the practice, patients could go online via Patient Access to book an appointment.

– we also tried to sign post patients to the pharmacy in the first instance for minor ailments as the pharmacists are trained to deal with many medical conditions and can recommend over the counter treatments but they also know when a medical condition needs to be presented to a GP.

– we introduced Online Consult which allows all patients, regardless of whether they have online access or not, to send their medical complaint to us online, where we review and action within 48 working hours.

– we introduced a call queuing system on our lines which informed patients of where they were in the queue and relayed messages to patients while they waited.

Despite this, the recent patient survey, still reported that patients find it difficult to get through to us by phone; only 60% of you find it fairly to very easy to get through us, which is below the CCG and National averages; 64% and 68% respectively.

As we were tied into a phone contract, we could not change our telephone system until recently. The new system was implemented in the middle of June which has allowed for further improvements:

• More patients can be held in the queue without being cut off

• When in the queue, at certain points, patients will be offered a call back service. This allows you to hang up your phone and when your position in the queue reduces you will be called back. Your position in the queue will not change, you just don’t need to stay on the phone while you wait!

• We have clear access to when our phones are busiest, allowing us to audit when we need more phone cover.

Hopefully these changes will make it easier for patients to get through to us?!

To try to dig deeper into where we can improve, we have created another survey we would like patients to complete. It is based on the Patient Survey, but hopefully will give us clearer answers/areas as to where we can improve:

Patient Questionnaire

Thank you for taking the time to complete this questionnaire!
How easy do you find it getting through to the practice by phone?
As our new telephone system has been in place for the last 1 month, we want to know if you feel getting through to us has become easier? Please answer based on your experience in the last 1 month.
Have you used the 'call back option' while waiting in the queue?
Please answer based on your experience in the last 1 month.
Are you aware of the alternative ways of getting medical advice, meaning that you do not have to call the practice?
Before contacting the surgery, you can seek medical advice by visiting NHS.uk symptom checker or by visiting your local pharmacist. If your symptoms need to be assessed by a GP or require more urgent attention, you will be informed accordingly. Alternatively, you can book appointments with a GP online, or you can complete our Online Consult form via our website, saving you having to call the practice.
Are you aware that we can book evening and weekend appointments for you with the Extended Hours and the 7 Day Access Services?
64% of respondents to the patient survey were satisfied with appointment times offered compared to 64% for the CCG and 67% for the National averages.
How helpful do you find the receptionists?
80% of respondents found our receptionists helpful compared to 84% for the CCG and 89% for the National averages.
Were you satisfied with the appointment you were offered?
76% of respondent were satisfied with the appointment they were offered compared to 76% for the CCG and 82% for the National averages. Out of this, only 93% took the appointment offered to them compared to 96% for the CCG and 98% for the National averages.
Were you given a time for your telephone appointment?
87% of respondents were given a time for their appointment compared to 91% for both CCG and National averages.
How would you rate your overall experience of the practice?
75% of respondents were happy with their overall experience compared to 77% for CCG and 83% for National averages.
Although respondents felt that the clinician they saw or spoke to was good at treating them with care and concern, they were involved as much as they wanted to be in decisions about their care and treatment, they had confidence in the clinician they saw and that their needs were met, patients still felt that the clinician they saw or spoke to was not good at listening to them, did not give them enough time and did not recognise or understand any mental health needs.

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.