FAIRHILL MEDICAL PRACTICE

Patient Survey 2012Results

How the survey was undertaken Postal:1% of Practice list size invited to complete surveyRandom selection of PatientsAge range from 18 - 85

Waiting Area:Patients invited to complete survey whilst waiting

for their appointmentRandom selection of PatientsAge Range - Various

How many Patients responded….

POSTAL RESPONSES

Returned61

31%

Not Returned13469%

COMPLETED IN WAITING AREA

Completed 14493%

Incomplete117%

How many Patients responded….

Postal v Waiting Area

30%

70%

0%

10%

20%

30%

40%

50%

60%

70%

80%

POSTAL WAITING AREA

TOTAL COMPLETED RESPONSES = 205

Response Breakdown Per Site

Responses by Branch

0%5%

10%15%20%

25%30%35%

40%45%

Kingston Hill Fairfield South Health Centre @ KingstonUniversity

A) Appointments at the Surgery

When did you last see the Doctor at your Surgery?

0%

10%

20%

30%

40%

50%

60%

70%

In the past 3 months Between 3 and 6months ago

More than 6 monthsago

I have never been seenat my present GP or

Health Centre

A) Appointments at the Surgery…cont

How do you normally book an appointment to see a Doctor or Nurse at the Surgery?

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

In person By phone By fax Doesn’t apply A combination ofperson / phone /

fax

B) Getting through on the phone

In the past 6 months how easy have you found …getting through on the phone

0%5%

10%15%

20%25%

30%35%

40%45%

Haven'ttried

Very easy Fairly easy Not veryeasy

Not at alleasy

Don't know

B) Getting through on the phone…cont

In the past 6 months how easy have you found …obtaining test results by phone

0%

10%

20%

30%

40%

50%

Haven'ttried

Very easy Fairly easy Not veryeasy

Not at alleasy

Don't know

C) Seeing a Doctor

Think about the last time you tried to see a Doctor fairly quickly. Were you able to see one on the same day or in

the next two days that the Surgery was open?

0%10%20%30%40%50%60%70%80%

Yes No Can't Remember

D) Arriving for your appointment

How easy do you find getting into the building at the Surgery?

0%10%20%30%40%50%60%70%80%

Veryeasy

Fairlyeasy

Notveryeasy

Not at all

easy

Veryeasy

Fairlyeasy

Notveryeasy

Not at all

easy

Veryeasy

Fairlyeasy

Notveryeasy

Not at all

easy

Kingston Hill Fairfield South Health Centre @ KingstonUniversity

D) Arriving for your appointment…cont

How clean is your surgery?

0%

10%

20%

30%

40%

50%

60%

70%

Very clean Fairly clean Not very clean Not at all clean Don’t know

D) Arriving for your appointment…cont

How helpful do you find the receptionist at the surgery?

0%

10%

20%

30%

40%

50%

60%

70%

Very Fairly Not very Not at all

D) Arriving for your appointment…cont

How long after your appointment do you normally wait to be seen?

0%5%

10%15%20%25%30%35%40%45%

I don’tnormally haveappointmentsat a specific

time

I am normallyseen on time

Less than 5minutes

5 to 15minutes

15-30 minutes More than 30minutes

Can’tremember

E) Opening hours at the Surgery

How satisfied are you with the opening hours at the Surgery?

0.0%5.0%

10.0%15.0%20.0%25.0%30.0%35.0%40.0%45.0%

Very Fairly Neithersatisfied nordissatisfied

Quitedissatisfied

Verydissatisfied

Don’t knowopeninghours

E) Opening hours at the Surgery…cont

Would you like the Surgery open at additional times?

44%45%46%47%48%49%50%51%52%53%54%

Yes No

E) Opening hours at the Surgery…cont

If Yes, when would you like to see it open?

Some of the responses….

‘Before 8am or after 6.30pm’

‘Late appointments mid-week i.e. evening’

‘Lunchtime’

‘After 6.30pm’

‘Evenings would be preferred after 6pm’

‘few hours at weekend’

‘Weekend, evenings’

‘Weekends, after 6.30pm’

F) Seeing a Doctor at the Surgery

Did you have confidence and trust in the Doctor you saw?

0%

10%

20%

30%

40%

50%

60%

70%

Yes, definitely Yes, to someextent

No, not at all Don't know / can'tsay

G) Seeing a Nurse at the Surgery

How easy is it for you to get an appointment with a Practice Nurse at the Surgery?

0%5%

10%15%20%25%30%35%40%

Haven'ttried

Very Fairly Not very Not at all Don't know

H) Reminder / Missed Appointments

How would you like to be reminded about your appointment?

0%

10%

20%

30%

40%

50%

60%

By text Personal call Reminder not required

H) Reminder / Missed Appointments…cont

Missed appointments are a problem for the practice. Can you easily contact the Surgery when you wish to cancel an

appointment?

0%

10%

20%

30%

40%

50%

Always Most of thetime

Usually Sometimes Never

I) Other Services

If you would like the Surgery to cover other services please list these in the box below

Some of the responses….

‘Physiotherapy, podiatry, occupational therapy’

’Chiropody’

‘Weight loss and diabetes for younger patients’

‘ENT Gynae and thyroid Services’

‘Sexual health tests’

‘Might be easier not to have to go to Kingston Hospital for Sexual Health Services’

‘Eye tests’

‘*Physiotherapy FOR ALL * sports injury clinic’

J) Your Overall Satisfaction

In general, how satisfied are you with the care you get from the surgery?

0%

10%

20%

30%

40%

50%

60%

70%

Very Fairly Neither satisfiednor dissatisfied

Quite dissatisfied Very dissatisfied

J) Your Overall Satisfaction… cont

Would you recommend the Surgery to someone who has just moved into your local area?

0%10%

20%30%40%

50%60%70%

80%90%

Yes Might Not sure Probably not Definitely not Don’t know

K) Some questions about you (Patient Demographics)

Sex

0%

10%

20%

30%

40%

50%

60%

70%

Male Female

K) Some questions about you (Patient Demographics)…cont

Age Range

0%5%

10%15%

20%25%

30%35%

40%

Under 18 18-24 25-34 35-44 45-54 55-64 65-74 75-84 85 andover

K) Some questions about you (Patient Demographics)…cont

Ethnicity

0%

10%

20%

30%

40%

50%

60%

70%

Ethnicity 62% 4% 11% 0% 2% 3% 1% 1% 1% 1% 3% 1% 3% 0% 2% 2%

British Irish Any other w hite BackgroundWhite & Black CaribbeanWhite & Black African White & AsianAny other Mixed backgroundIndian Pakistani BangladeshiAny other Asian backgroundCaribbean African Any other Black backgroundChinese Any other ethnic group

White Mixed Asian or Asian British Black or Black British Chinese or other ethnic group

K) Some questions about you (Patient Demographics)…cont

Sexual Orientation

0%

20%

40%

60%

80%

100%

Sexual Orientation 84% 3% 2% 1% 10%

Hetrosexual / straight

Gay / Lesbian Bisexual OtherI would prefer

not to say

K) Some questions about you (Patient Demographics)…cont

Religion

0%

10%

20%

30%

40%

50%

60%

Religion 33% 2% 49% 2% 1% 5% 0% 1% 5%

None Buddhist Christian Hindu Jewish Muslim Sikh OtherPrefer not to

Any Other Comments ….I am very happy with the service the practice delivers. Since

living in the area the care my husband and I and my two sons have received has been excellent. Many thanks to all the staff

….It would be useful if you had a disabled bay at your surgery or could one nearby on the road.

….Is it necessary to have the radio on in the waiting room at the Fairfield practice? I find this isn't at all relaxing and would prefer silence.

…Just Thank You for helping me

….Well done. Please keep up the good / excellent work. I wish you good health, long happy lives; may the good lord bless you.

….Thank you Dr Van Mellearts

Any Other Comments…cont ….I think the surgery should have more than one phone number as

you cant get through - it takes a very long time

….Might be nice to have water machine, just helps relax, calm and helps with coughs

….Would be good to have accessible entrance at the front door, I have seen many people struggle to get in.

….Drs should be more friendly and unbend a little ….Very happy with service thanks. Email cancellation would be useful.

….I have the highest regard for the practice especially Dr Kennaugh who will be very much missed

….Car parking