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Noticeboard

Have you booked your flu jab yet? Please enquire at Reception for further details.

 Changes to ordering your Prescription You are no longer able to ask the pharmacy to order for you but you can still collect your prescription from the pharmacy of your choice, via the Electronic Prescribing Service. You must order directly from the Practice. You can order by phone 9.30 -11.30  and 13.30-15.30 each day, order online or report in person to reception. Further details from reception.

Support for Carers. Carers link here at the practice every first and third Wed. Appointments and Drop in facility .Ring 03456887113 for details.

Appointments

GP appointments can be booked up to 6 weeks in advance.Please use our text reminding service for appointments.

Cancelling your Appointment
If you are unable to attend an appointment with one of the doctors or nurses, please telephone or use the link at the bottom of this page to cancel your appointment.

Out of Hours
To contact a doctor out of hours ring 01706 253300. Your call will be automatically transferred to an NHS Direct receptionist who will take basic details and then transfer you to a triage nurse. Wherever possible your enquiry will be dealt with over the phone and you will be encouraged to see your own doctor or nurse during normal surgery hours.

Practice Survey Reporting

 

Waterfoot Patient Reference Group (WPRG)

Report and Action Plan March 2015/16

 

Our Patient Participation Group (WPRG) is represented by eightpatients from a cross section of backgrounds and is attended and supported by a GP representative and the practice’s Strategic Director.

The Group is publicised on our website, through Facebook and Twitter as well as by word of mouth and reception displays. We aim to disseminate information as widely as possible to attract interest from all sectors, including minority groups, of the community.

The group was launched in November 2011, constituted from an adaptation of a national patient model, and meets on a regular basis every eight weeks. It acts as a ‘Steering Group’ for many initiatives and one of its main actions was to review the annual patient survey and provide feedback for the practice.

As from the 1st of January 2015 the survey has been replaced by the Family and Friends (FFT) Reporting System that gives all patients the opportunity to provide continuous, near real-time feedback about their experience of the NHS care and treatment they have just received when visiting their GP Practice. The FFT question asks people if they would recommend the services they have used and offers a range of responses and the opportunity for free-text comments. It provides a mechanism to highlight both good and poor patient experience.

The Guidelines state “The real strength of the FFT lies in the free text follow up questions that are attached to the initial question, and a rich source of patient views can be used locally to highlight and address concerns much faster than traditional survey methods. We hope practices will get a reasonable number of responses that will help them to identify areas where they could make improvements to their services. We want practices to focus on this aspect of the FFT rather than the numbers.”

 

 

The results will be considered in relation to the previous year’s action plan and used to identify areas for development. These will then be the focus of future updated action plans.

 

The Action Plan:

The Action Plan is under continual review throughout each of the meetings during the year and updated formally around March each year on the website and feedback provided through all the communication channels currently available.

  1. Improving representation on the patient forum

The Group strives to be more representative of all age groups, particularly the younger patient cohort, and recognises that attending meetings is not suited to many of its patients. Progress has been made by using Social Media through which an information page has been set up on Facebook named the ‘Waterfoot Patients Participation Group’ along with a ‘Members Only’ page called ‘Waterfoot Patients Reference Group Members’ where Registered Patients can communicate in confidence. WPRG has also been set up to communicate through ‘Twitter’ on the suggestion of one of the new younger members of the Steering Group, but the Group still feels there is much more work to do on communications.

Nominated Leads: Strategic Director & Chair of the WPRG.

Target date: Continuing improvement throughout 2015/6.

 

  1. Continue to improve the quality of receptionists’ service to patients

Much work has been done in this area particularly in the NVQ Training. The Practice is looking forward to the recommendations that will emerge from the current review and development of Access to Primary Care Services as the need for ‘Specific Health Related Training’ as been identified as a need at an East Lancashire Level. This should help receptionists to signpost Patients to the right level of service at the right time and in the right place.

Nominated Lead: Team comprising Office Manager, Strategic Director, GPs.

Target Date: Review Dec 2015

  1. Improving Internet access and appointments

A number of issues have now been resolved and Internet access for appointments and repeat prescriptions are operational. The Patients Group are piloting a scheme for patients’ access to medical record which it is hoped to make more widely available. The issues relating to links to the EMIS Website also appear to have been resolved and the WPRG will try to help further Patients who are interested in having access to their records.

Consideration is to be given to the provision of ‘Wi-Fi’ facilities in the reception area of the Health Centre to enable ‘Tablet/iPad presentations’ to improve communications.

Nominated Leads: Team comprising Senior Partner, Patient Group Representatives & Strategic Director.

Target Date: Review Dec 2015

 

  1. Identify and Improve Provision for Vulnerable Groups

This is an ongoing programme which is under continual review. An open day has taken place for patients with learning disabilities which proved to be extremely successful and will be used as a platform on which to build further events. Three Wooden Planters have been acquired to specified design specifications for wheelchair access to involve all patients interested in their maintenance and to help in the Education of Healthy Eating Initiatives. The Patients Group also has representation on Military Veterans Groups ensuring two-way communications to help and support this vulnerable Group and their Families.

The WPRG has a Steering Group member on the Dementia Friendly Rossendale (DFR) initiative that has undertaken Dementia Champion Training and with the help of the Waterfoot Patients Panel has pledged:

  • To engage with Rossendale GPs throughout the PPG networks and work closely with them to establish how they would wish to be supported by Dementia Friendly Rossendale.
  • To devise a universal model (agreed with GPs) that would capture a baseline of information that could be built upon by GPs to facilitate the social prescribing to an individual patient (and their families and carers) diagnosed with dementia.
  • To ensure that this is consistently applied and made available to all patients across the Rossendale GP practices.

Ultimately we believe the Waterfoot PPG can help Rossendale Patients to live better with Dementia and the DFR is now a ‘Standing Agenda Item’ for ongoing development to be discussed to allow members to raise awareness.

Nominated Leads: Team comprising Patients Group, Nurse Practitioner & Office Manager.

Target Date: Ongoing Review.

  1. Develop Community Links

The Waterfoot PPG has taken a Lead in the forming of a ‘Rossendale PPG Network’ sharing Issues and Information and Best Practice with the nine other GP Practices in Rossendale. Primary and High School links continue to strengthen with work regularly on display and visits from Pupils. It is hoped to establish strong foundations through the Rossendale Network through the coming year.

We also have a representative on the Rossendale Locality CCG Steering Group and have representation on the East Lancs CCG Co-production group for Improving Access to Primary Care Services.

The involvement at East Lancashire CCG level as resulted in invitations to share Best Practice in the Burnley and Ribble Localities in respect of every day PPG issues and resolutions.

The involvement in the DFR Steering Group has led to a much wider community links throughout the whole of Rossendale such as Business & Commerce, Education, Health and many Public Agencies.

Nominated Leads: Team comprising Practice Staff and the Patients Group

Target Date: Ongoing review.

 

  1. Development of a quarterly Practice Newsletter

This initiative has been ‘on hold’ whilst the Social Media communications initiatives were explored but remains a priority for 2015/6 for those Patients not having access to the Internet. It was agreed to try to produce a tri-folded A4 Newsletter as a start to gauge interest.

Nominated Lead and Target Dates to be set by the Patients Group and the Practice Staff.

March 31.3.2015

Waterfoot Patients Survey Headlines March 2014 Based on GPAQ 4 Survey

General Introduction

Over 200 Patients again responded to our GPAQ4 survey and all figures shown are percentages (%), with last year’s comparisons in brackets, in answer to the questions asked.

38 were employed (44) and 30 retired (33), 53 had long standing health conditions (49), 33 were in the 16/44 age group and 33 in the 45/64 with the balance being older or not having declared their age.

Appointments (relating to the Patients that responded to particular questions)

86 found the receptionists helpful (83), 55 found it easy to get through by phone (64), 49 who tried, found it easy to speak to a doctor or nurse (45), 49 who needed to see a GP urgently did so on the same day (56), 87 feel it important to book appointments ahead of time (91), but only 50 found it easy to book ahead (64).

Of those using more than one booking method 21 booked in person (23), 84 by phone (89), 3 online (6) but their preference would have been (again using more than one method): 29 in person (24), 78 by phone (82), 22 online (30).

Seeing a particular doctor quickly

59 saw their chosen doctor within 4 days (82), 56 related this good/excellent (51) and a further 26 as fair (31).

Willing to see any doctor quickly

91 saw a doctor within 4 days (96), 67 rated this to be good/excellent (71) and a further 25 as fair (15).

Seeing Doctors

75 were seen within 20 minutes (75), 55 rated this good/excellent (62) and a further 28 as fair (17).

85 found Opening Times convenient (90) but the number preferring after 6.30pm or Saturday rose to 38 (28), with 59 preferring to see a particular GP (61) of which 43 see their choice a lot or most of the time (53) and 45 some of the time (38)

88 found time given with Doctors to be Good/Very Good (97), 92 felt listened to as Good/Very Good (97)

89 felt Medical Conditions assessed and tests and treatments explained as Good/Very Good (97).

 

 

WPRG_2014_Report.doc

Waterfoot Patient Reference Group (WPRG)

Report and Action Plan March 2014

Our Patient Participation Group (WPRG) includes six patient representatives from a cross section of backgrounds and is attended and supported by a GP representative and the practice’s Strategic Director.

The Group is publicised on our website, through Facebook and Twitter as well as by word of mouth and reception displays. We aim to disseminate information as widely as possible to attract interest from all sectors, including minority groups, of the community.

The group was launched in November 2011, constituted from an adaptation of a national patient model, and meets on a regular basis every eight weeks. It acts as a ‘Steering Group’ for many initiatives and one of its main actions is to review the annual patient survey and provide feedback for the practice.

It was considered appropriate to use a nationally validated tool for the survey and uses the latest version of GPAQ. The objective of the survey is to identify means of improving the practice and its links with the local community. The results are considered in relation to the previous year’s action plan and are used to identify areas for development. These are then included in the updated action plan.

The Action Plan:

The Action Plan is under continual review throughout each of the meetings during the year and updated formally in March each year on the website and feedback provided through all the communication channels currently available.

1.       Improving representation on the patient forum

The Group strives to be more representative of all age groups, particularly the younger patient cohort, and recognises that attending meetings is not suited to many of its patients. Progress has been made by using Social Media through which an information page has been set up on Facebook named the ‘Waterfoot Patients Participation Group’ along with a ‘Members Only’ the ‘Waterfoot Patients Reference Group Members’ where Registered Patients can communicate in confidence. WPRG has also been set up to communicate through ‘Twitter’ on the suggestion of one of the new younger members of the Steering Group, but the Group still feels there is much more work to do on communications.

Nominated Leads: Strategic Director & Chair of the WPRG.

Target date: Continuing improvement throughout 2014/5.

 

2.       Continue to improve the quality of receptionists’ service to patients

Overall satisfaction in terms of helpfulness has improved to 86% although telephone access still remains an issue. Consideration is being given to external monitoring to allow the situation to be reviewed.

Nominated Lead: Team comprising Office Manager, Strategic Director, GPs.

Target Date: Review Dec 2014

3.       Improving Internet access and appointments

A number of issues have now been resolved and Internet access for appointments and repeat prescriptions are operational. The Patients Group are piloting a scheme for patients’ access to medical record which it is hoped to make more widely available, although some issues have arisen relating to links to the EMIS Website which are under investigation.

Consideration to be given to the provision of ‘WiFi’ facilities in the reception area of the Health Centre to enable ‘Tablet/iPad presentations’ to improve communications.

Nominated Leads: Team comprising Senior Partner, Patient Group Representatives & Strategic Director.

Target Date: Review Dec 2014

4.       Improve provision for patients with learning disabilities

This is an ongoing programme which is under continual review. An open day has taken place which proved to be extremely successful and will be used as a platform on which to build further events. Three Wooden Planters have been acquired to specified design specifications for wheelchair access to involve all patients interested in their maintenance and to help in the Education of Healthy Eating Initiatives.

Nominated Leads: Team comprising Patients Group, Nurse Practitioner & Office Manager.

Target Date: Ongoing Review.

5.       Develop Community Links

Representatives from the Group attend the Rossendale Community Health Group and have representation on the Rossendale Locality CCG Forum. The Waterfoot PPG has taken a Lead in the forming of a ‘Rossendale PPG Network’ sharing Issues and Information and Best Practice with the nine other GP Practices in Rossendale. Primary and High School links continue to strengthen with work regularly on display and visits from Pupils. The Patients Group also has representation on Military Veterans Groups ensuring two-way communications to help and support this vulnerable Group and their Families. It is hoped to establish strong foundations through the Rossendale Network through the coming year.

Nominated Leads: Team comprising Practice Staff and the Patients Group

Target Date: Review Dec14

Target Date:

6.       Development of a quarterly Practice Newsletter

This initiative has been ‘on hold’ whilst the Social Media communications initiatives were explored but remains a priority for 2014/5 for those Patients not having access to the Internet.

Nominated Lead and Target Dates to be set by the Patients Group and the Practice Staff.

 

 

PPG & Survey Results Report

 

 

Survey Results

 

GPAQ (Version 4)

202

We would be grateful if you would complete this survey about your doctor and general practice. They want to provide the highest standard of care. A summary from this survey will be fed back to them to help them identify areas for improvement. Your opinions are very valuable. Please answer ALL the questions you can. There are no right or wrong answers and your doctor will NOT be able to identify your individual answers. Thank you.

About Your Visit to the GP

How good was the GP at

Q1 Putting you at ease?

 

  65%
  20%
  6%
  1%
  0%
  0%
  8%

 

Q2 Being polite and considerate?

 

  70%
  18%
  5%
  0%
  0%
  0%
  7%

 

Q3 Listening to you?

 

  64%
  21%
  6%
  1%
  0%
  0%
  8%

 

Q4 Giving you enough time?

 

  61%
  19%
  9%
  1%
  1%
  0%
  9%

 

Q5 Assessing your medical condition?

 

  58%
  24%
  9%
  1%
  0%
  0%
  8%

 

How good was the GP at:

Q6 Explaining your condition and treatment?

 

  54%
  23%
  8%
  1%
  0%
  4%
  10%

 

Q7 Involving you in decisions about your care?

 

  49%
  23%
  12%
  0%
  0%
  6%
  10%

 

Q8 Providing or arranging treatment for you?

 

  56%
  17%
  9%
  2%
  0%
  5%
  11%

 

Q9 Did you have confidence that the GP is honest and trustworthy?

 

  79%
  12%
  1%
  0%
  8%

 

Q10 Did you have confidence that the doctor will keep your information confidential?

 

  83%
  8%
  0%
  1%
  8%

 

Q11 Would you be completely happy to see this GP again?

 

  89%
  1%
  10%

 

Please enter the name of the GP/Nurse you recently saw and add any additional comments:

 

 

 

About Receptionists and Appointments

Q12 How helpful do you find the receptionists at your GP practice?

 

  39%
  40%
  10%
  3%
  0%
  8%

 

Q13 How easy is it to get through to someone at your GP practice on the phone?

 

  14%
  37%
  26%
  15%
  0%
  1%
  7%

 

Q14 How easy is it to speak to a doctor or nurse on the phone at your GP practice?

 

  10%
  19%
  22%
  12%
  7%
  20%
  10%

 

Q15 If you need to see a GP urgently, can you normally get seen on the same day?

 

  38%
  40%
  16%
  6%

 

Q16 How important is it to you to be able to book appointments ahead of time in your practice?

 

  82%
  12%
  6%

 

Q17 How easy is it to book ahead in your practice?

 

  11%
  33%
  32%
  12%
  1%
  3%
  8%

 

Q18 How do you normally book your appointments at your practice? (please X all boxes that apply)

 

  21%
  84%
  3%
  0%

 

Q19 Which of the following methods would you prefer to use to book appointments at your practice? (please X all boxes that apply)

 

  29%
  78%
  22%
  0%

 

Thinking of times when you want to see a particular doctor:

Q20 How quickly do you usually get seen?

 

  17%
  31%
  33%
  1%
  8%
  10%

 

Q21 How do you rate how quickly you were seen?

 

  10%
  19%
  20%
  23%
  11%
  4%
  3%
  10%

 

Thinking of times when you are willing to see any doctor:

Q22 How quickly do you usually get seen?

 

  45%
  34%
  8%
  1%
  3%
  9%

 

Q23 How do you rate how quickly you were seen?

 

  14%
  22%
  23%
  22%
  6%
  1%
  2%
  10%

 

Thinking of your most recent consultation with a doctor or nurse

Q24 How long did you wait for your consultation to start?

 

  14%
  27%
  21%
  13%
  8%
  0%
  17%

 

Q25 How do you rate how long you waited?

 

  13%
  15%
  18%
  23%
  11%
  3%
  0%
  17%

 

Q26 Is your GP practice currently open at times that are convenient to you?

 

  72%
  13%
  4%
  11%

 

Q27 Which of the following additional opening hours would make it easier for you to see or speak to someone? (please X all boxes that apply)

 

  9%
  3%
  16%
  22%
  6%
  4%

 

Q28 Is there a particular GP you usually prefer to see or speak to?

 

  53%
  37%
  0%
  10%

 

Q29 How often do you see or speak to the GP you prefer?

 

  8%
  13%
  22%
  6%
  2%
  49%

 

If you haven’t seen a nurse in the last 6 months please go to Q37. How good was the Nurse you last saw at:

Q30 Putting you at ease?

 

  55%
  10%
  2%
  0%
  0%
  1%
  32%

 

Q31 Giving you enough time?

 

  50%
  14%
  3%
  0%
  0%
  0%
  33%

 

Q32 Listening to you?

 

  48%
  13%
  5%
  0%
  0%
  1%
  33%

 

Q33 Explaining your condition and treatment?

 

  45%
  12%
  5%
  1%
  0%
  4%
  33%

 

Q34 Involving you in decisions about your care?

 

  44%
  13%
  5%
  1%
  0%
  4%
  33%

 

Q35 Providing or arranging treatment for you?

 

  44%
  11%
  5%
  0%
  0%
  7%
  33%

 

Q36 Would you be completely happy to see this nurse again?

 

  66%
  0%
  34%

 

Thinking about the care you get from your doctors and nurses overall, how well does the practice help you to:

Q37 Understand your health problems?

 

  67%
  17%
  3%
  3%
  10%

 

Q38 Cope with your health problems

 

  65%
  18%
  3%
  4%
  10%

 

Q39 Keep yourself healthy

 

  61%
  15%
  4%
  7%
  13%

 

Q40 Overall, how would you describe your experience of your GP surgery?

 

  22%
  36%
  14%
  11%
  6%
  0%
  11%

 

Q41 Would you recommend your GP surgery to someone who has just moved to your local area?

 

  49%
  26%
  10%
  3%
  2%
  10%

 

It will help us to understand your answers if you could tell us a little about yourself

Q42 Are you ?

 

  25%
  67%
  8%

 

Q43 How old are you?

 

  0%
  34%
  34%
  14%
  8%
  10%

 

Q44 Do you have a long-standing health condition?

 

  53%
  35%
  3%
  9%

 

Q45 What is your ethnic group?

 

  91%
  0%
  0%
  0%
  0%
  0%
  9%

 

Q46 Which of the following best describes you?

 

  38%
  2%
  4%
  6%
  7%
  30%
  3%
  10%

 

Finally, please add any other comments you would like to make about your GP practice:

 

 

 

GPAQ-R © 2013 is reproduced with the kind permission of the University of Manchester & University of Cambridge. GPAQ incorporates the Primary Care Assessment Survey (PCAS); with permission from Dr Dana Gelb Safran creator of PCAS. www.gpaq.info

 

Practice GPAQ V3 2013

244

We would be grateful if you would complete this survey about your general practice. Your doctors want to provide the highest standard of care. Feedback from this survey will help them to identify areas that may need improvement. Your opinions are very valuable.

Please answer ALL the questions that apply to you. There are no right or wrong answers and your doctor will NOT be able to identify your individual answers.

Thank you.

About Receptionists and Appointments

Q1 How helpful do you find the receptionists at your GP practice?

 

  41%
  39%
  12%
  4%
  0%
  4%

 

Q2 How easy is it to get through to someone at your GP practice on the phone?

 

  17%
  45%
  23%
  11%
  0%
  1%
  3%

 

Q3 How easy is it to speak to a doctor or nurse on the phone at your GP practice?

 

  8%
  21%
  18%
  11%
  6%
  32%
  4%

 

Q4 If you need to see a GP urgently, can you normally get seen on the same day?

 

  45%
  35%
  18%
  2%

 

Q5 How important is it to you to be able to book appointments ahead of time in your practice?

 

  91%
  8%

 

Q6 How easy is it to book ahead in your practice?

 

  16%
  43%
  20%
  13%
  2%
  2%
  4%

 

Q7 How do you normally book your appointments at your practice? Please tick all boxes that apply.

 

  23%
  89%
  6%
  0%

 

Q8 Which of the following methods would you prefer to use to book appointments at your practice? Please tick all boxes that apply.

 

  24%
  82%
  30%
  0%

 

Thinking of times when you want to see a particular doctor:

Q9 How quickly do you usually get seen?

 

  20%
  48%
  15%
  4%
  8%
  5%

 

Q10 How do you rate this?

 

  9%
  18%
  17%
  27%
  13%
  3%
  9%
  4%

 

Thinking of times when you are willing to see any doctor:

Q11 How quickly do you usually get seen?

 

  52%
  35%
  4%
  2%
  3%
  4%

 

Q12 How do you rate this?

 

  15%
  30%
  20%
  14%
  11%
  1%
  3%
  6%

 

Thinking of your most recent consultation with a doctor or nurse

Q13 How long did you wait for your consultation to start?

 

  15%
  32%
  24%
  11%
  13%
  1%
  4%

 

Q14 How do you rate this?

 

  15%
  20%
  23%
  16%
  14%
  5%
  1%
  6%

 

About opening times

Q15 Is your GP practice currently open at times that are convenient to you?

 

  84%
  9%
  4%
  3%

 

Q16 Which of the following additional opening hours would make it easier for you to see or speak to someone? Please tick all boxes that apply.

 

  11%
  7%
  11%
  17%
  6%
  6%

 

About seeing the doctor of your choice

Q17 Is there a particular GP you usually prefer to see or speak to?

 

  59%
  38%
  0%
  3%

 

Q18 How often do you see or speak to the GP you prefer?

 

  13%
  19%
  23%
  5%
  2%
  38%

 

How good was the last GP you saw at each of the following?

(If you haven’t seen a GP in your practice in the last 6 months, please go to Q25)

Q19 Giving you enough time

 

  56%
  32%
  3%
  0%
  0%
  0%
  9%

 

Q20 Listening to you

 

  59%
  29%
  3%
  0%
  0%
  0%
  9%

 

Q21 Explaining tests and treatments

 

  56%
  31%
  3%
  0%
  0%
  2%
  8%

 

Q22 Involving you in decisions about your care

 

  51%
  33%
  4%
  1%
  0%
  4%
  7%

 

Q23 Treating you with care and concern

 

  57%
  30%
  4%
  0%
  0%
  1%
  8%

 

Q24 Did you have confidence and trust in the GP you saw or spoke to?

 

  72%
  20%
  0%
  1%
  7%

 

If you know the name of the GP you last saw, please write it here:

 

 

 

How good was the last nurse you saw at each of the following?

(If you haven’t seen a nurse in your practice in the last 6 months, please go to Q31)

Q25 Giving you enough time

 

  54%
  20%
  3%
  0%
  0%
  2%
  21%

 

Q26 Listening to you

 

  56%
  18%
  3%
  0%
  0%
  3%
  20%

 

Q27 Explaining tests and treatments

 

  53%
  20%
  3%
  0%
  0%
  4%
  20%

 

Q28 Involving you in decisions about your care

 

  46%
  20%
  4%
  0%
  0%
  9%
  21%

 

Q29 Treating you with care and concern

 

  53%
  20%
  3%
  0%
  0%
  2%
  22%

 

Q30 Did you have confidence and trust in the nurse you saw or spoke to?

 

  64%
  11%
  0%
  2%
  23%

 

If you know the name of the nurse you last saw, please write it here:

 

 

 

About care from your doctors and nurses

Thinking about the care you get from your doctors and nurses overall, how well does the practice help you to:

Q31 Understand your health problems?

 

  82%
  13%
  1%
  2%
  2%

 

Q32 Cope with your health problems

 

  77%
  15%
  3%
  3%
  2%

 

Q33 Keep yourself healthy

 

  67%
  18%
  2%
  7%
  6%

 

Q34 Overall, how would you describe your experience of your GP surgery?

 

  27%
  34%
  20%
  11%
  4%
  0%
  4%

 

Q35 Would you recommend your GP surgery to someone who has just moved to your local area?

 

  48%
  30%
  13%
  1%
  3%
  5%

 

It will help us to understand your answers if you could tell us a little about yourself

Q36 Are you?

 

  31%
  65%
  4%

 

Q37 How old are you?

 

  0%
  37%
  31%
  18%
  9%
  5%

 

Q38 Do you have a long-standing health condition?

 

  49%
  41%
  4%
  6%

 

Q39 What is your ethnic group?

 

  95%
  0%
  0%
  0%
  0%
  0%
  5%

 

Q40 Which of the following best describes you?

 

  44%
  4%
  1%
  6%
  5%
  33%
  1%
  6%

 

Finally, please add any other comments you would like to make about your GP practice:

 

 

 

 

© 2011 GPAQ V3 including all individual questions is copyright University of Cambridge/University of Manchester

 

 

 

 

 

Previous years:

Patient_Reference_Group_2013.pdf

PPG & Survey Results Report

 

Practice GPAQ V3 2013

244

We would be grateful if you would complete this survey about your general practice. Your doctors want to provide the highest standard of care. Feedback from this survey will help them to identify areas that may need improvement. Your opinions are very valuable.

Please answer ALL the questions that apply to you. There are no right or wrong answers and your doctor will NOT be able to identify your individual answers.

Thank you.

About Receptionists and Appointments

Q1 How helpful do you find the receptionists at your GP practice?

 

  41%
  39%
  12%
  4%
  0%
  4%

 

Q2 How easy is it to get through to someone at your GP practice on the phone?

 

  17%
  45%
  23%
  11%
  0%
  1%
  3%

 

Q3 How easy is it to speak to a doctor or nurse on the phone at your GP practice?

 

  8%
  21%
  18%
  11%
  6%
  32%
  4%

 

Q4 If you need to see a GP urgently, can you normally get seen on the same day?

 

  45%
  35%
  18%
  2%

 

Q5 How important is it to you to be able to book appointments ahead of time in your practice?

 

  91%
  8%

 

Q6 How easy is it to book ahead in your practice?

 

  16%
  43%
  20%
  13%
  2%
  2%
  4%

 

Q7 How do you normally book your appointments at your practice? Please tick all boxes that apply.

 

  23%
  89%
  6%
  0%

 

Q8 Which of the following methods would you prefer to use to book appointments at your practice? Please tick all boxes that apply.

 

  24%
  82%
  30%
  0%

 

Thinking of times when you want to see a particular doctor:

Q9 How quickly do you usually get seen?

 

  20%
  48%
  15%
  4%
  8%
  5%

 

Q10 How do you rate this?

 

  9%
  18%
  17%
  27%
  13%
  3%
  9%
  4%

 

Thinking of times when you are willing to see any doctor:

Q11 How quickly do you usually get seen?

 

  52%
  35%
  4%
  2%
  3%
  4%

 

Q12 How do you rate this?

 

  15%
  30%
  20%
  14%
  11%
  1%
  3%
  6%

 

Thinking of your most recent consultation with a doctor or nurse

Q13 How long did you wait for your consultation to start?

 

  15%
  32%
  24%
  11%
  13%
  1%
  4%

 

Q14 How do you rate this?

 

  15%
  20%
  23%
  16%
  14%
  5%
  1%
  6%

 

About opening times

Q15 Is your GP practice currently open at times that are convenient to you?

 

  84%
  9%
  4%
  3%

 

Q16 Which of the following additional opening hours would make it easier for you to see or speak to someone? Please tick all boxes that apply.

 

  11%
  7%
  11%
  17%
  6%
  6%

 

About seeing the doctor of your choice

Q17 Is there a particular GP you usually prefer to see or speak to?

 

  59%
  38%
  0%
  3%

 

Q18 How often do you see or speak to the GP you prefer?

 

  13%
  19%
  23%
  5%
  2%
  38%

 

How good was the last GP you saw at each of the following?

(If you haven’t seen a GP in your practice in the last 6 months, please go to Q25)

Q19 Giving you enough time

 

  56%
  32%
  3%
  0%
  0%
  0%
  9%

 

Q20 Listening to you

 

  59%
  29%
  3%
  0%
  0%
  0%
  9%

 

Q21 Explaining tests and treatments

 

  56%
  31%
  3%
  0%
  0%
  2%
  8%

 

Q22 Involving you in decisions about your care

 

  51%
  33%
  4%
  1%
  0%
  4%
  7%

 

Q23 Treating you with care and concern

 

  57%
  30%
  4%
  0%
  0%
  1%
  8%

 

Q24 Did you have confidence and trust in the GP you saw or spoke to?

 

  72%
  20%
  0%
  1%
  7%

 

If you know the name of the GP you last saw, please write it here:

 

 

 

How good was the last nurse you saw at each of the following?

(If you haven’t seen a nurse in your practice in the last 6 months, please go to Q31)

Q25 Giving you enough time

 

  54%
  20%
  3%
  0%
  0%
  2%
  21%

 

Q26 Listening to you

 

  56%
  18%
  3%
  0%
  0%
  3%
  20%

 

Q27 Explaining tests and treatments

 

  53%
  20%
  3%
  0%
  0%
  4%
  20%

 

Q28 Involving you in decisions about your care

 

  46%
  20%
  4%
  0%
  0%
  9%
  21%

 

Q29 Treating you with care and concern

 

  53%
  20%
  3%
  0%
  0%
  2%
  22%

 

Q30 Did you have confidence and trust in the nurse you saw or spoke to?

 

  64%
  11%
  0%
  2%
  23%

 

If you know the name of the nurse you last saw, please write it here:

 

 

 

About care from your doctors and nurses

Thinking about the care you get from your doctors and nurses overall, how well does the practice help you to:

Q31 Understand your health problems?

 

  82%
  13%
  1%
  2%
  2%

 

Q32 Cope with your health problems

 

  77%
  15%
  3%
  3%
  2%

 

Q33 Keep yourself healthy

 

  67%
  18%
  2%
  7%
  6%

 

Q34 Overall, how would you describe your experience of your GP surgery?

 

  27%
  34%
  20%
  11%
  4%
  0%
  4%

 

Q35 Would you recommend your GP surgery to someone who has just moved to your local area?

 

  48%
  30%
  13%
  1%
  3%
  5%

 

It will help us to understand your answers if you could tell us a little about yourself

Q36 Are you?

 

  31%
  65%
  4%

 

Q37 How old are you?

 

  0%
  37%
  31%
  18%
  9%
  5%

 

Q38 Do you have a long-standing health condition?

 

  49%
  41%
  4%
  6%

 

Q39 What is your ethnic group?

 

  95%
  0%
  0%
  0%
  0%
  0%
  5%

 

Q40 Which of the following best describes you?

 

  44%
  4%
  1%
  6%
  5%
  33%
  1%
  6%

 

Finally, please add any other comments you would like to make about your GP practice:

 

 

 

 

© 2011 GPAQ V3 including all individual questions is copyright University of Cambridge/University of Manchester



 
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