CAMBRIDGE AVENUE MEDICAL CENTRE & MESSINGHAM FAMILY HEALTH CENTRE PATIENT SURVEY RESULTS NOVEMBER 2016
ABILITY TO GET THROUGH ON THE PHONE… 29.73% 29.45% 25.31% 23.97% 22.60% 21.59% 19.18% 14.52% CAMC MESSINGHAM 8.85% 4.80% EXCELLENT VERY GOOD GOOD FAIR POOR
HELPFULNESS OF RECEPTIONISTS… 47.74% 40.79% 34.19% 31.23% CAMC 21.66% MESSINGHAM 16.13% 5.78% 1.29% 0.54% 0.65% EXCELLENT VERY GOOD GOOD FAIR POOR
OPENING HOURS OF THE PRACTICE 44.60% 36.49% 36.49% 28.60% CAMC 19.96% MESSINGHAM 12.15% 10.14% 5.58% 4.73% 1.26% EXCELLENT VERY GOOD GOOD FAIR POOR
APPOINTMENT TIME 37.78% 35.21% 32.39% 30.37% CAMC 16.20% MESSINGHAM 14.81% 12.59% 11.27% 4.93% 4.45% EXCELLENT VERY GOOD GOOD FAIR POOR
WAITING TIMES UPON ARRIVAL 36.43% 29.52% 28.78% 27.14% 26.57% 20.71% CAMC MESSINGHAM 13.57% 8.67% 6.46% 2.15% EXCELLENT VERY GOOD GOOD FAIR POOR
QUALITY OF CARE BY DOCTOR 43.05% 41.50% 36.47% 33.33% 23.13% CAMC 17.86% MESSINGHAM 2.04% 2.25% 0.37% 0.00% EXCELLENT VERY GOOD GOOD FAIR POOR
QUALITY OF CARE BY NURSE 45.38% 42.65% 41.91% 39.88% CAMC MESSINGHAM 15.44% 13.56% 0.79% 0.00% 0.39% 0.00% EXCELLENT VERY GOOD GOOD FAIR POOR
OVERALL QUALITY OF SERVICES 45.95% 43.95% 31.10% 28.38% 24.32% CAMC 21.79% MESSINGHAM 2.23% 1.35% 0.93% 0.00% EXCELLENT VERY GOOD GOOD FAIR POOR
ACCESSIBILITY OF THE PRACTICE 43.54% 41.90% 27.89% 26.63% 23.81% 23.46% CAMC MESSINGHAM 4.66% 3.40% 3.35% 1.36% EXCELLENT VERY GOOD GOOD FAIR POOR
MALE/FEMALE 63.80% 52.90% 47.10% 36.20% CAMC MESSINGHAM MALE FEMALE
FRIENDS & FAMILY TEST….. 49.24% 50.00% 43.19% 45.00% 41.06% 40.90% 40.00% 35.00% 30.00% CAMC 25.00% MESS 20.00% 15.00% 6.82% 8.94% 1.52% 10.00% 0.76% 4.26% 0.76% 2.12% 5.00% 0.43% 0.00% EXTREMELY LIKELY NEITHER LIKELY UNLIKELY EXTREMELY DON’T KNOW LIKELY OR UNLIKELY UNLIKELEY
COMMENTS/SUGGESTIONS…. OPENING TIMES Do not agree with Surgery closing at lunchtime, should be kept open on a rota Messingham surgery opening times are not brilliant and could do to open more often especially on a Thursday. Would like extra opening/surgery times at Messingham Difficulties when Messingham is closed as don’t always have transport to CAMC Not happy about closure at Messingham on Thursdays and Wednesday afternoons Surgery could open Wednesday pm or Saturday mornings. PRACTICE RESPONSE: Although the Surgery closes its doors at lunchtime, the phone lines are open throughout the day between 8.00am to 6.30pm for any queries/emergencies. Unfortunately due to staffing restraints, it is not possible to open Messingham surgery or provide any extra surgeries any more than we currently do, where staffing allows we have opened Messingham on a Thursday afternoon when we have closed for Training on the Wednesday afternoon, but as Messingham patients can use both sites, Cambridge Avenue does take priority. In order for the practice to improve the delivery of our services, the practice takes part in the local Primary Care Continuing Education programme, which requires us to close every second Wednesday of each month.
PREMISES 26 comments were made on the issue around car parking including spaces for blue badge holders being poor and that Parent & Child spaces would be useful. Some suggested being able to use the Library Car park as parking not available at The Chancel A warmer place to wait at opening times? So many notices on noticeboard – could be better organised? TV does not work – could be used to show educational videos Confidentiality of waiting room PRACTICE RESPONSE: The practice is aware that Car Parking is an issue and has extended surgery times and added in catch up blocks to try and help with this issue. The Partners have put in a bid for funding which would see the surgery undertake a revamp along with creating additional rooms, re-organising the waiting room (therefore addressing confidentiality issues) and increasing the size of the car park, should we be successful. Patients will be kept notified in the practice newsletter.
APPOINTMENTS • 34 comments were made on the appointment system – please see the attached leaflet which explains the system in a little more detail. • 9 comments were made on appointments running late • 4 comments were made about online appointments and whether the practice should allow this service for under 16s, more appointments to be made available and to be able to book more than 4 weeks in advance. • 8 comments were made on Receptionists asking the patients for a brief description of the problem or why staff are directing the patients. • Should be able to see a Doctor at any practice • Longer consultation times i.e. 7am – 7pm • ? could we get a text if GP is running over 30 minutes behind
PRACTICE RESPONSE: Online Access: The Partners have decided that due to confidentiality, it is unable to offer online access to those patients under 16 at present. Appointments are available to book 4 weeks in advance, we do not allow the booking of appointments after that as rotas are not added too far in advance as the staffing has to be planned, adding rotas and having to cancel surgeries can be a lengthy task, the ‘did not attend’ rate would also increase. Appointments can sometimes run late, this can be due to numerous reasons (emergencies, having to give the patient bad news, more than one problem, examinations etc.) Unfortunately we are not able to send a text to advise patients that a Doctor is running late as the software does not accommodate this facility. Reception Staff have been asked to follow a specific protocol, to ensure that our patients are seeing the correct Health Care Professional, not all patients need to see a GP when the Nurse Practitioners can look after Minor illness, the staff have been given cards for who can deal with what. We do appreciate that some patients may not wish to discuss this with the Receptionist and can always advise that your problem is personal. The practice does offer extended hours on a Monday evening, for those patients who work.
SERVICES Blood tests should be made available at the surgery instead of having to go to the hospital Childhood Immunisation Clinics available at Messingham PRACTICE RESPONSE: Blood Tests are offered at the practice for the elderly or infirm, unfortunately a restriction on phlebotomy was needed, due to this being an additional service that is provided. The practice does not have the capacity at present to provide any further sessions than it already does. The Hospital provides a Phlebotomy service Monday – Friday 8.00am – 5.00pm. Messingham surgery is a branch surgery and unfortunately all services that are offered at Cambridge Avenue cannot be offered at both sites, patients who reside in Messingham can be seen at both. As our immunisation clinics are held on Wednesday morning when Messingham is closed and as there are less than 100 patients in the relevant age category who may require vaccination, it does not warrant a further clinic to held there.
ACCESS 7 comments were made about the telephone system, such as length of time to get through Practice is too big, need more Doctors and less patients PRACTICE RESPONSE: The practice has 11 telephone lines, with 3 staff members answering the appointments line at 8.00am, due to the quantity of calls received at this time, not all of our patients will be able to get through on their first attempt. The staff do try to get through these calls as quickly and as efficiently as possible. Creating additional lines, would mean employing additional staff to answer the calls, which is not a feasible, cost effective option. We do ask our patients who are ringing for results to ring after 1.30pm to try and ease the congestion first thing. We are experiencing difficulties in recruiting new GPs, this is not just a local problem, but a national one and we are looking at other avenues to help with this, such as taking on board a Practice Pharmacist to create time for the GPs to see additional patients.
STAFF 2 comments were made that some Receptionists have been quite rude on the telephone. Felt no support from the Doctor whilst undergoing treatment Would be great if we could see the same Doctor Reception could be better Felt patronised by a GP Staff attitude Felt ignored at the window. PRACTICE RESPONSE: The practice staff undertook a Training session on Telephone training earlier on in the year and all calls are recorded to and from the practice, these recordings are used to deal with complaints and as a training tool, if a patient feels that one of the staff have been rude, then this should be reported to a member of the management team who will listen to the call and deal with as appropriate. All complaints and suggestions, whether this be around staff attitude or support/care from the GP or Nurse are taken seriously and training is given where it is felt necessary. We do try to accommodate continuity of care where possible, but understand this is not always possible. If a GP wishes to see you, they do have their own appointments which they can book for you.
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