The Practice is committed to improving the services we provide to our patients. To do this, it is vital that we hear from people about their experiences, views, and ideas for making services better. By expressing your interest, you will be helping us to plan ways of involving patients that suit you. It will also mean we can keep you informed of opportunities to give your views and up to date with developments within the Practice.
Our Patient Participation Group (Second Street Surgery) is encouraging patients to give their views about how the practice is doing. They would like to be able to ask the opinions of as many patients as possible and are asking if people would like to provide their email addresses so that they can contact you by email every now and again to ask you a question or two. Your contact details will only be used for this purpose and will be kept safely.
Common patient questions and answers:
Why are you asking patients for their contact details? – We would like to be able to contact patients and carers occasionally to ask them questions about the practice and how well we are doing to identify areas for improvement.
Will my doctor see this information? – This information is purely to contact patients to ask them questions about the practice, how well we are doing and ensure changes that are being made are patient focused. If your doctor is responsible for making some of the changes in the practice they might see general feedback from patients.
Will the questions you ask me be medical or personal? – We will only ask general questions about the practice, such as short questionnaires.
Who else will be able to access my contact details? – Your contact details will be kept safely and securely and will only be used for this purpose and will not be shared with anyone else.
How often will you contact me? – Not very often… (2-3 times per calendar year)
What is a patient group/patient participation group? – This is a group of volunteer patients who are involved in making sure the practice provides the services its patients need.
Do I have to leave my contact details? – No, but if you change your mind, please let us know.
What if I no longer wish to be on the contact list or if I leave the practice? – We will ask you to let us know by email if you do not wish to receive further messages.
SECOND STREET SURGERY Bensham, Gateshead, NE8 2UR
Patient participation group Survey report 30 September 2014
Second Street Surgery asked patients to fill online questionnaire on the surgery’s website and sent 60 e-mails to patients. Second Street Surgery published the Patient Participation Survey online on it’s website in July 2014.
We asked different questions about our services and give an option for everyone, who fills the survey to write comments. The survey covered patient from different groups and it was anonymous. It was focused on questions about our online services and different NHS health choices. We wanted to find out part of the patients who know about the different services we offer: such as booking appointments online, ordering prescriptions online, self-referring, etc.
- Over 35% of the patients that took part in the survey visited the surgery during last month. 25% visited the surgery in last two months and the same percentage visited the surgery last week.
We received 8 comments and the rest of the patients skipped the question.
2. We asked:
“Are you aware you can order repeat prescriptions online?”
80% of the answers were positive and 20% negative.
3. We asked:
Again, the vast majority of the answers were positive and only 20% of the patients gave negative response.
4. We asked: “Do you know the Surgery is open for extended hours on Monday from 6:30pm till 7:45pm (except Bank Holidays) Last appointment 7:30pm?”
70% of all answers were “yes” and 30% were “No”.
5. When we asked: “Are you aware we offer NHS health check for patients aged between 45 – 74 years?”
We have received positive responses – 70% of all answers were “yes” and 30% were “No”.
6. We asked:
Unfortunately, most of the patients did not know that they can self-refer for a Physiotherapy appointment. 60% of the answers were negative and 40% positive.
7. We asked if patients know they can self-refer to Gateshead NHS Talking Therapies from age 16 and over?
Only small amount of the patients knew they can self-refer. 11% said “yes” and near 90% of all said they do not know.
8. We asked patients to share their opinion. Here are some of the responses we have received:
I have had no problems with this service
I am happy with my doctor
How about getting the annunciator board working? It would benefit us who are hard of hearing!
I have found Second Street Surgery to be welcoming, warm and clean. All the staff I’ve had contact with over the years have shown themselves to be professional and courteous, I just wish it was closer to home.
Very Good service
Over 30% gave positive answer and the rest gave negative.
CONCLUSION: Practice staff collected all of the answers and discussed on a practice meeting. The following action was taken:
|1||When did you last visit the surgery?||38% Last Month||12% Not sure||N/A|
|2||Are you aware you can order repeat prescriptions online?||80% Yes||20% No||Telephone message, advising about the service and the website|
|3||Are you aware you can make an appointment with GP or Nurse online?||80% Yes||20% No||Telephone message, advising about the service and the website|
|4||Do you know the Surgery is open for extended hours on Monday from 6:30pm till 7:45pm (except Bank Holidays) Last appointment 7:30pm?||70% Yes||30% No||Phone advise, information on practice website and waiting area|
|5||Are you aware we offer NHS health check for patients aged between 45 – 74 years?||70% Yes||30% No||Record a reminder in patients’ Due Diary|
|6||Are you aware you can self-refer for a Physiotherapy appointment?||40% Yes||60% No||Display information at Reception Area and leaflets|
|7||We asked if patients know they can self-refer to Gateshead NHS Talking Therapies from age 16 and over?||11% Yes||89% No||Display information at Reception Area and leaflets|
|8||We asked patients to share their opinion.||Overall ~Very Good Service~||We aim to deliver the best for our patients|
|9||We asked patients to share their e-mail address and take part of our Patient Participation Group.||33% Yes||67% No||Publish information on the practice website and in the surgery|
Patient Participation Group Result
Survey report Nov, 2013
Second Street Surgery asked 21 patients to fill the questionnaire in the surgery and sent 59 e-mails to patients to fill it online. Second Street Surgery published the Patient Participation Survey online on its website.
We asked different questions about our services and give an option for everyone, who fills the survey to write comments.
The survey covered patient from different groups and it was anonymous. Patients took part in the survey*:
|Age Group||No of Patients|
|Age 21+ to 40||
|Age 40+ to 65||
|Age over 65||
Of them: Male: 14, Female 9; Smokers: 8; Non Smokers: 11.
*Not all of the Patients answered all of the questions in the Survey.
We received 8 comments and the rest of the patients skipped the question. We asked:
“We would like to hear from you about our services.”
|1) spot on|
|2) I think is very professional|
|3) very good service|
|4) Always find everyone very helpful never get a negative response. Easy to make an appointment and order medication at short notice.|
|5) I find it very annoying that my repeat prescriptions are every two months. When I take it to the pharmacy, they always have to order it in, which means another visit to collect. It would be much better if I could collect less often even if every three months.|
|7) Yes i think it’s a good idea having a service like this for all of the Patient at any age it’s very good service ……|
|8) Give patients as much info as is possible to allow them to access the practice easier.|
Most of the above comments are positive. There is one negative answer about the repeat prescriptions. Patient wants longer period on the repeat prescriptions, although such could be given only under certain circumstances.
Here are the responses for some of the other questions we asked:
1. How would you describe your experience of making an appointment? Over 90% answered: “Very Good” and the rest: “Fairly Good”
2. How helpful do you find the receptionist at your GP Surgery? Over 80% answered: “Very Helpful” and the rest said it was: “Fairly Helpful”
3. Which of the following methods would you prefer to book an appointment? Currently, there are 3 ways Patients can book appointments: Online, phone or in person. The majority answered “By phone”. 7 answered “Online” and 5 “In Person”.
4. Generally, how easy is to get through to someone at your GP surgery on the phone? Over 60% of the patients said it was “Very Easy” to get through to someone at the GP on the phone. The rest said it was “Fairly Easy” and one said it was “Not Very Easy”.
5. How would you like to access information about our services?
|On the practice website||14|
|A visual display within the waiting room of the practice 14|
|In the Surgery Building||7|
We received the same number of answers for advertisement on the practice website and within the surgery.
Survey report – 43 Questionnaires completed on 17.07.2012
We asked the patients, about the current services we provide – over 90% answered they were very happy, excellent service. One patient suggested a lady Dr. Do we need to improve? – One patient was uncomfortable sitting with a lot of methadone patients waiting for their prescriptions. At last, but not least two patients suggested to try and work on the waiting time.
We asked patients – Is there any area which you think the practice is really well at and why and any where you think we are poor at? – 7% said “Waiting time”, 1 patient did not like the telephone system (press 1, 2, etc) – would rather speak to a person straight away. 90% said it is easy to make an appointment, order repeat prescription, helpfull reception staff and overall happy with the service.
When we asked for any new services suggestions, 1 of the answers was for alternative therapy, rather than chemical pills, minimise pills where possible – too many side effects; 1 was requesting late appointment, due work commitments or Saturday Surgery; 1 was about the availability of seeing Dr/nurse for people at work; all of the rest did not have any suggestions.
Discussion with practice team
– after reviewing results – couple of patients did not have information about Surgery’s extended hours. Leaflet has been displayed at the reception and a message had been added to the practice leaflet. During the discussion it was agreed reception staff to inform patients about the extended surgery hours – Every Monday late appointments 6.00 till 6.45pm. Practice changed telephone system – patients no longer have to press numbers, simply wait to speak with staff. Last, but not least – practice staff will try to educate patients and book more than one appointment, if needed. This will improve appointments punctuality and waiting time.