Newton Place Surgery: GP Patient Survey

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The GP Patient Survey is an independent survey run by Ipsos MORI on behalf of NHS England. The survey is sent out to over two million people across the UK. The results show how people feel about their GP practice. Visit their “How do I…?” page to learn more or read their FAQ.

More detailed results from the GP Patient Survey are available from the GP Patient Survey website:

PATIENT SURVEY RESULTS

 

2021 GP Patient Survey results and action plan

Section One: Local GP Services

1. 72% of patients find it easy to get through to this GP practice by phone.

Comments:

We are aware of this situation and are looking at changing telephone providers and have applied for and been granted financial support from the CCG to aid with this. The new system will be cloud based and will
have caller ring back. We are aware that there were some problems with the previous provider and hopefully this will be sorted out by this change. We are applying for additional funding at every opportunity
to enable us to build resilience and employ more staff.

2. 98% of patients find the receptionists at this GP practice helpful.

Comments:

Although we have scored very highly here, we are continuing to work with our reception team and have enrolled them on a customer care course and are looking at participating in a conflict management course.
We are also looking at signpost training as many patients are requesting to see a GP when they would be better off with a pharmacist or other health professional. Unfortunately, patients seem to prefer seeing a
GP. We are applying for additional funding at every opportunity to enable us to build resilience and employ more staff.

3. 67% of patients are satisfied with the general practice appointment times available.

Comments:

Over Covid, appointments were restricted to telephone consultations; however, following government guidelines we increased the number of face to face appointments. We also noticed that patients were
coming with more complex problems and thus extended appointments from 10 minutes to 15 minutes. We also offer extend hours to help provide flexibility. We are applying for additional funding at every opportunity to enable us to build resilience and employ more staff.

4. 40% of patients usually get to see or speak to their preferred GP when they would like to.

Comments:

The practice has almost 20 000 patients and 12 full time GPs. This means there are approximately 1,600 patients per GP. We have, on average, 200 calls per day and appointment slots. The full time GPs do not
work every day and the result is that patients are not always able to speak to the GP of choice, unless they are prepared to wait or book a slot further in the future. The demand for appointments is on the rise but we do not have enough slots to meet the demand. We are applying for additional funding at every opportunity to enable us to build resilience and employ more staff.

Appointments are released on a staggered basis to enable patients to call back and we offer a range of different clinics that sometimes means that the GPs are spread a little thin.

 

Section Two: Making an Appointment

1. 74% of patients were offered a choice of appointment when they last tried to make a general practice appointment.

Comments:

We provide patients with a choice of face to face, email and telephone and directly bookable appointments. We also have a range of health professionals offering a variety of additional services to meet patient needs. It is about patient education and support from the CCG and NHS England to ensure patients across the country are aware that a GP is not always the best person to see.

2. 80% of patients were satisfied with the appointment they were offered.

Comments:

We provide patients with a choice of face to face, email and telephone and directly bookable appointments. We also have a range of health professionals offering a variety of additional services to meet patient needs. It is about patient education and support from the CCG and NHS England to ensure patients across the country are aware that a GP is not always the best person to see.

3. 96% of patients took the appointment they were offered.

Comments:

We provide patients with a choice of face to face, email and telephone and directly bookable appointments. We also have a range of health professionals offering a variety of additional services to meet patient needs. It is about patient education and support from the CCG and NHS England to ensure patients across the country are aware that a GP is not always the best person to see.

4. 74% of patients describe their experience of making an appointment as good.

Comments:

We are looking at changing telephone providers and have applied for and been granted financial support from the CCG to aid with this. The new system will be cloud based and will have caller ring back. We are
aware that there were some problems with the previous provider and hopefully this will be sorted out by this change. We are constantly trying to improve and are also looking at employing a range of clinical care coordinators. We are applying for additional funding at every opportunity to enable us to build resilience and employ more staff.

 

Section Three: Your Last Appointment

1. 93% of patients were given a time for their last general practice appointment.

Comments:

We offer am or pm slots and ask that patients keep their phone available and on to accept the call. We are applying for additional funding at every opportunity to enable us to build resilience and employ more
staff. It is about patient education and support from the CCG and NHS England to ensure patients across the country are aware that a GP is not always the best person to see.

2. 88% of patients say the healthcare professional they saw or spoke to was good at giving them enough time during their last general practice appointment.

Comments:

Appointments are now 15 minutes long we try and allocate time according to clinical need. We are applying for additional funding at every opportunity to enable us to build resilience and employ more staff. It is about patient education and support from the CCG and NHS England to ensure patients across the country are aware that a GP is not always the best person to see.

3. 89% of patients say the healthcare professional they saw or spoke to was good at listening to them during their last general practice appointment.

Comments:

Continued staff training with care co-ordinators, health professionals etc. wide variety of services and staff members and patients can, if available, consult the professional of their choice. It is about patient
education and support from the CCG and NHS England to ensure patients across the country are aware that a GP is not always the best person to see.

4. 95% of patients say the healthcare professional they saw or spoke to was good at treating them with care and concern during their last general practice appointment.

Comments:

Continued staff training with care co-ordinators, health professionals etc. wide variety of services and staff members and patients can, if available, consult the professional of their choice. It is about patient
education and support from the CCG and NHS England to ensure patients across the country are aware that a GP is not always the best person to see.

5. 95% of patients were involved as much as they wanted to be in decisions about their care and treatment during their last general practice appointment

Comments:

As a practice we are endeavouring to increase the use of IT and text messaging to provide patients with as much information as possible. We make use of our website, Social Media, posters leaflets etc to give
patients as much choice as possible.

6. 96% of patients had confidence and trust in the healthcare professional they saw or spoke to during their last general practice appointment.

Comments:

Continue to engage and receive patient feedback, actively liaise with PPG, and we take matters of clinical governance and professionalism very seriously.

7. 90% of patients felt the healthcare professional recognised or understood any mental health needs during their last general practice appointment.

We make use of eConsult for information gathering; PSQ 7 assessments, training co-ordinators to send self help information and useful contacts – also use social media and website to help educate out patients. As a practice we are endeavouring to increase the use of IT and text messaging to provide patients with as much information as possible. We make use of our website, Social Media, posters leaflets etc to give
patients as much choice as possible. We also have 15 minute appointments so that patients can discuss their issues in depth.

8. 93% of patients felt their needs were met during their last general practice appointment.

We offer our patients a wide range of services and as a practice we are endeavouring to increase the use of IT and text messaging to provide patients with as much information as possible. We make use of our
website, Social Media, posters leaflets etc to give patients as much choice as possible. We also have 15 minute appointments so that patients can discuss their issues in depth.

 

Section Four: Your Health

1. 83% of patients say they have had enough support from local services or organisations in the last 12 months to help manage their long-term condition(s)

We make use of a range of services including social prescribing, FCPs and care-coordinators to help support patients in a range of ways. It is about patient education and support from the CCG and NHS
England to ensure patients across the country are aware that a GP is not always the best person to see.

 

Section Five: Overal Experience

1. 90% of patients describe their overall experience of this GP practice as good

We are very proud of our score as we have achieved 11% higher than the CCG and 8% higher than the National Average. We will continue to do our best in these hard times.