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Patient Questionnaire Results

Mundesley Medical Centre2013/14

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• The survey was conducted between 11th November & 3rd February.

• The survey was conducted online using “Survey Monkey”.

• There was a link from the practice website.

• The survey was open to anyone regardless of whether they were seen at the practice during the survey period.

Background

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• Patients were notified of the survey via the patient newsletter, website, e-mail and on the television screen.

• 118 surveys were completed.• The majority of surveys were

completed online but around 60 were given to patients on paper to complete of which 17 were returned which were later transferred to the online survey.

• 101 surveys were completed online.

Collecting Results

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• All patients with an e-mail address were contacted when the survey opened and this lead to an initial peak in completing the form. This tailed off, despite the survey being advertised in the practice and on the website.

• Paper surveys were given to patients attending the practice at the end of January to try to increase uptake but again the response rate was low.

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Comments• As all questions were multiple choice a

comments section was available after every answer.

• All comments are displayed in this results presentation. They have not been altered or amended and are therefore displayed as written including any spelling or grammar errors.

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How old are you?

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Are you a carer?

Yes, I am No, I'm not Response Count

15 94 109  Do you have a long-term illness/condition, disability or infirmity?

Yes, I do No, I don't Response Count

70 40 110  Are you male or female?

Male Female Response Count

50 63 113

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How do you rate the way you are treated by our staff/team?

Excellent Very Good Good Fair Poor Very Poor Does Not Apply

0

50

100

150

200

250

300

Adminstration Team

Dispensing Team

Doctors

Manager

Nursing Team (including phlebotomist & HCA)

Reception Team

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• don't know what HCA means but overall excellent • Do not know the manager. • Do not knowingly come into contact with the Manager ot

Admin team so cannot comment • Dr H.Hall takes time to listen & has an excellent,

professional manner • Have not seen a doctor for years so cannot comment • i have not met the manager • I am lucky so much does not apply • Sorry but I'mutable to comment on admin team or the

manager because I don't know them • Have not been in contact with a manager • Always helpful, never rushed which is appreciated • One of the three lady Doctors is known by many patients to

be, sharp, rude and un-caring with patients, great pity as l would have marked Excellent for Doctors if it were not for this individual

• Don't know the manager, so cannot mark • Excellent service on ever visit

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In the past 12 months, how many times have you seen a DOCTOR at Mundesley Medical Centre?

None 1-2 3-4

5-6 7+

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• Always get seen soon as possible • Somewhat dismissive and inattentive. • ongoing problem • Dr.Harris-Hall • Helpful • patronising • Unfortunately not the same one each time. • do not be one minute late • Dr Freeman • I've also had telephone appointments • My compliments to all Doctors bar one • ALTHOUGH DIFFERENT DOCTORS NO PROBLEM • Ish

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In the past 12 months, how many times have you seen a PRACTICE NURSE at Mundesley Medical Centre?

None1-23-45-67+

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• always get the best they can offer get seen as soon as available

• Very pleasant to speak to. Chatty and put me at ease. • They Always put me at ease, they are polite and helpful • Always well attended • usually very good • very efficiant • Ian • A very professional team, caring and supportive • ALL THE PNs ARE PLESANT AND EFFICIENT • Good guess • Cannot get past them!

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In the past 12 months, how many times have you seen a PHLEBOTOMIST or HEALTH CARE ASSISTANT at Mundesley Medical Centre?

None1-23-45-67+

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• get seen very quickly • always helpful & professional • Suture removal • NO PROBLEMS • Good guess • Wil not see the phlebotomist

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In the past 12 months, how many times have you seen any other clinician at Mundesley Medical Centre?

None1-23-45-67+

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• they accomadate you where they can • Dr.Maggio • Flue Jab • NO PROBLEMS • Medical students

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Do you have a regular doctor that you prefer to see?

YesNo

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• Dr Hallatt • Dr J-J-Harris-Hall, but he is retiring soon so i will miss him

very much. but you have to expect them to leave at the time's best for them, since being with the practice i have had my up's and down but i have had respect form everyone of the staff + i could name all at one time, now i am only remembering a few. but you give them respect they will give it back to you.

• Have found all the doctors i have seen are very helpful • Dr Hallett • Dr Harris Hall • I prefer to see Dr Harris Hall, but have no problem with the

other Drs • Consistency for ongoing problem. With ongoing problem,

somtimes have to wait some days to see same doctors due to doctors work shedule which may cause some stress, it is usually better to see same doctor with consistency

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• Dr Harris Hall • Dr Hallatt • Dr. H.Hall • Dr.Harris-Hall • Dr Hallatt • As I have not attended very often over last 12 months it is

difficult to assess if I have a particular doctor I prefer. • Dr Hallat • DR. FREEMAN. • no preference, whoevers available • Dr Freeman or Dr Ashworth • Dr Harris-Hall • Dr Maggio • Dr Ashworth, Dr Hallet, Dr Maggio First Class • It does not seem possible to have a regular doctor? • Doctor Ashworth

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How long are you prepared to wait to see your regular doctor for a routine/on going problem?

Dr Ashworth Dr Freeman Dr Hallatt Dr Harris-Hall Dr Maggio0

5

10

15

20

25

30

35

40

1 day2 - 3 daysWithin 1 weekWithin 2 weeksOver 2 weeks

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• It depends how ill i am feeling (i will see anyone within reason

• Decision may vary if condition was serious O K at present • It depends on the urgency of the problem • N/A • Happy to see another doctor if regular MD unavailable

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Do you have a regular nurse that you prefer to see?

YesNo

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• Holly Carol Manson and Pam • not fair to name them but they all support me and i have

my life back to enjoy and see my grandchildren grow up i have (names & ages of grandchildren removed) very lovely

• Carol • Iain Swetman • Pam Draper • all members of the team are excellent • Prefer Carol Manton but have difficulty getting

appointment! • Carol.

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How long are you prepared to wait to see your regular nurse for a routine/on going problem?

Carol Manson Iain Swetman Pam Draper0

5

10

15

20

25

30

1 day

2 - 3 days

Within 1 week

Within 2 weeks

Over 2 weeks

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• depends on problem • they know how to reat you respect always there • I don't think I know Pam

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Thinking of times when you are willing to see ANY clinician, how quickly do you usually get to be seen, and how would you rate this? (Please choose one option from each column)

Same D

ay

Next D

ay

Within

2 Day

s

Within

3 Days

Within

4 Days

Within

5 Day

s

Does N

ot Appl

y

Excelle

nt

Very

Good

Good Fai

rPoo

r

Very

Poor

Does N

ot Appl

y0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

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• the reception team know how important you need to be deen

• Relative received urgent burn treatment great.appreciated • Excellent Service • Ticked 5 days but was a long time. • Sometimes there are no free appointments on the website

but they are avaible if you phone in

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If you feel you need same day treatment or advice, can you normally receive this?

Always

Quite often

Unsure

Hardly ever

Never

Never needed to

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• the staff + dispensary same always will help you where they can. i would hate to upset anyone and be asked to leave this practice(they support me totally)

• N/A• Reception team very well trained & constructive • Although it is rare that I need this it should be always

available • If phone near to 8.30 • Seen same if phoned by 0830 on that day • Reception staff are most helpful in this regard

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How do you rate the ability to speak to a clinician on the telephone (via appointment)?

ExcellentVery GoodGoodFairPoorVery PoorNever Tried

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• Dont phone • i am not very good on the phone (but i try) • good idea • Would prefer a telephone consult if the problem or

condition was ongoing • If this does not become the norm • As long as this doesn't become the norm • Waited a week or more for this • had a phone appointment and never received call

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Do you have access to the internet?

YesNo

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• but would if i wanted too • arriving shortly • a small card with internet information could be useful • otherwise I wouldn't be filling in an online questionaire

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Have you used any of the online services? Please give any feedback on these services.

Web

site

(read

onl

y)

Web

site

to a

cces

s fo

rms

Book

ing

a fa

ce to

face

GP

appo

intm

ent

Book

ing

a te

leph

one

appo

intm

ent

with

a G

P

Book

ing

at te

leph

one

appo

intm

ent

with

a n

urse

Book

ing

a bl

ood

test

Orde

ring

repe

at p

resc

riptio

ns

Cont

actin

g th

e pr

actic

e vi

a e-

mai

l

Rece

ivin

g co

rres

pond

ence

from

th

e pr

actic

e vi

a e-

mai

l

0102030405060708090

100

Not interested in using this service

Have not used but would consider

Used & service is good

Used & service is average

Used & service is poor

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• my wife would do these • N/A • I would have liked to have booked a flu jab on your site.

Also telephone slots on site not available. • not tried any of the above, only this survey to date • Not all staff are listed online. • Difficult to assess, I did not receive notification of annual

diabetic review because my e-mail address had been incorrectly recorded subsequently I have received 2 e-mails and I would now rate service as good

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Would you like training in using any of these services?

Question 15

Yes Response Count

1 11 11 11 11 11 10 01 10 0

71

117skipped question

Would you like training in using any of these services?

Booking a telephone appointment with a GP

Receiving correspondence from the practice via e-

Website (read only)

Booking a blood test

answered question

Booking a face to face GP appointment

Contacting the practice via e-mail

Answer Options

Booking at telephone appointment with a nurse

Please give you name or e-mail address if you would like us to contact

Website to access forms

Ordering repeat prescriptions

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• my wife would do these • NO • NO • N/A • No • Patient’s email address removed• Telephone system works well for me

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Would you recommend Mundesley Medical Centre to your friends and family?

Definitely no

Probably no

Probably yes

Definitely yes

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• they are all supportive • Would like to stay with Mundesley when I move to Upper

Sheringham in the next few months • the best treatment ever in 71yrs • I greatly appreciate the commitment of all Team members • I am relatively new to the service so cannot comment as

yet • As the local Centre it should be the first choice

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Have you used the 111 service & what did you think of it? Answers will be sent to the Clinical Commissioning Group

Never used 111

Excellent

Good

Average

Poor

Very Poor

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• they hekp and support me through a lot • Went round and round different staff, none of whom could give

me a decent answer. Waited for 40 minutes before receiving the all clear whilst the patient (9 year old) could have been posioned.

• First person very calm - asked precise question, passed to clinician - also very calm - questions repeated in more detail - ambulance called

• They give same answers as internet enquiry - don't empathise with the patient

• The service was used at Easter when my son who was visiting became ill with a racing pulse following a serious illness, the operator arranged for a paramedic to attend very quickly within 30 minutes but the ambulance took over an hour.

• not good. waited for doctor all day and nobody turned up • Made to feel I was time wasting • Used it once!. • Same answers as internet query • Much to many questions when feeling very poorly • could not give all information that was needed (mother-in-law

in great pain) so they would not help us