Dr C.V.S.S. Bose & Dr J.J. Boyapati
PATIENT SURVEY RESULTS 2013/14
Author: Miss L Bannister
Tunstall Primary Care Centre
Alexandra Park
Scotia Road
Tunstall
Stoke-on-Trent
ST6 6BE
T: 0300 7900 230
Dr C.V.S.S. Bose & Dr J.J. Boyapati
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Patient Participation Group
The Patient Participation Group was originally set up a number of years ago; the present
group have been active since January 2012. The purpose of the group is to represent the
practice population and give their views on the services provided by the practice. This will
assist with the development of the practice and also enable us to continue to provide the
highest level of patient care.
Recruitment for the group was made in the form of notices displayed in the reception area
and on the reception desk, also by word of mouth. The group currently consists of 4
members, 3 gentlemen and 1 lady who’s ages range from 62-73 years and who are all
retired.
They meet on a quarterly basis and due to the relatively small number of members they
have begun having joint meetings with Dr Sonnathi’s PPG.
Process
One of the agenda items on the Patient Participation Group (PPG) August meeting was the
Patient Survey. The practice had decided to conduct the survey along the lines of the survey
taken the previous year. The PPG suggested some minor changes to the questions and
agreed that by keeping the survey small, it would encourage more patients to participate.
Unfortunately, unlike previous years, the PPG members were unable to assist with the
survey due to other commitments and ill health.
The survey was undertaken over an eight week period from Monday, 16th December 2013
to Friday, 7th February 2014. Questionnaires were available at Reception for patients to pick
up themselves, and were also handed out by the GP’s and Receptionists. A box was
available in the reception area for surveys to be posted when completed. All questionnaires
were anonymous.
Results
The level of completed questionnaires was relatively low and there was a decrease of 4% on
the previous year’s survey. We received 50 completed questionnaires out of a total
distribution of 75 (66% completion).
There was a section at the end of the questionnaire where patients could make further
comments. Of the 50 completed questionnaires, only 4 had written comments which are
listed as written at the end of the report.
There was also a section that asked if patients were interested in joining the PPG. Although
13 people indicated that they would be interested in joining only 3 left their details with the
surgery.
Dr C.V.S.S. Bose & Dr J.J. Boyapati
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Q1 – Are you aware that the practice has a Patient Participation
Group?
Yes
40%
No
60%
Result: Over half the patients completing the survey were unaware that we have a Patient
Participation Group
Q2 – How do you rate the way you are treated by Receptionists at
your practice?
Poor
0%
Excellent
50%
Fair Good
2% 8%
Very Good
40%
Result: The Reception team received a very good result, which is consistent with previous
year’s surveys
Dr C.V.S.S. Bose & Dr J.J. Boyapati
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Q3 – How do you rate the ability to get through to the practice on
the telephone?
Abstain
4%
Exellent
32%
Poor
0%
Fair
0%
Good
14%
Very Good
50%
Result: The majority of patients found it very easy to contact the practice by telephone, with
over 800% of respondents rating Very Good or Excellent.
Q4 – How do you rate the hours that your practice is open for
appointments?
Poor
0%
Fair
4%
Excellent
30%
Good
26%
Very Good
40%
Result: Patients generally found the opening hours convenient, with 70% of respondents
rating Very Good or higher
Dr C.V.S.S. Bose & Dr J.J. Boyapati
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Q5 – How soon can you get a routine appointment with the doctor?
5+ Days
0%
2-4 Days
28%
Same Day
42.50%
Next Day
29.50%
Result: Reponses showed that booking routine appointments were not a problem as the all
of the requests were accommodated within 2-4 days. It should be noted that the surgery
does offer routine appointments bookings up to 2 weeks in advance to see a doctor.
Q6 – If you need to see a doctor urgently, can you normally get an
appointment for the same day?
No
0%
Never Tried
22%
Yes
78%
Result: Responses show that our current urgent appointment booking system is working
well with over 100% of patients of patients who replied to the question replied with Yes.
Dr C.V.S.S. Bose & Dr J.J. Boyapati
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Q7 – Did you have confidence and trust in the doctor you saw today?
Don't Know
4%
Abstain
2%
Can't Say
14%
No, Not at all
0%
Yes, Definitley
44%
Yes, To some
extent
36%
Result: Overall responses show a high level of confidence and trust in the doctors with 80%
answering yes, however it must be noted that a small percentage either abstained from
answering the question or couldn’t say.
Q8 – How do you rate the clinical care provided by the doctors and
practice nurse?
Abstain
4%
Excellent
18%
Poor
0%
Fair
2%
Good
26%
Very Good
50%
Results: Almost all patients surveyed agreed that the care provided by all clinicians ranged
from good to excellent; with the majority stating their care was excellent.
Dr C.V.S.S. Bose & Dr J.J. Boyapati
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Q9 – How do you rate the health information (leaflets etc) provided
by the practice?
Abstain
2%
Poor Fair
0% 2%
Excellent
12%
Good
46%
Very Good
38%
Results: Patients generally found the availability of health information to be satisfactory,
with over 90% of respondents giving a Good or better response, although it should be noted
that a minority of patients felt there is room for improvement.
Q10 – What is your overall satisfaction with this practice?
Abstain Poor
2%
0%
Fair
0%
Good
26%
Excellent
30%
Very Good
42%
Results: Overall results are extremely encouraging
Dr C.V.S.S. Bose & Dr J.J. Boyapati
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Q11 – Would you be interested in joining the Patient Participation
Group?
If you answer Yes to Q11 please leave your details at reception
Abstain
4%
Yes
16%
No
80%
Q12 – Would you be interested in joining a Virtual Patient
Participation Group with all communication via e-mail?
If you answer Yes to Q12 please leave your details at reception
Abstain
4%
Yes
10%
No
86%
Result: Overall results for these questions were extremely disappointing. It should also be
noted that although 13 people answered yes only 3 left their contact details with reception
and as the questionnaires are anonymous we are unable to ascertain who else would be
interested in joining the Patient Participation Group.
Dr C.V.S.S. Bose & Dr J.J. Boyapati
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Patient Demographics
We also included a section in the questionnaire allowing respondents to identify themselves
by Gender, Age and Ethnicity in order to obtain a clearer picture of the range of people
responding to the questionnaire. The results are as follows:
GENDER
80%
60%
40%
20%
0%
Male
Female
Abstain
AGE
25%
20%
15%
10%
5%
0%
Under 18-24 25-34 35-44 45-54 55-64 65-74 75-84 84+
18
ETHNICITY
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
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Other Comments
Comments taken from the questionnaires as written:




Dr Bose and all in his practice give a wonderful service. Many thanks.
Excellent doctors, very pleased.
Very good surgery, nice pleasant doctors, good polite reception staff.
Sometimes find it difficult to understand what the doctor is saying. Sometimes I
don’t think they explain exactly what is wrong. At times I would feel more
comfortable seeing a female doctor and will make and appointment first to see
Janet (Practice Nurse) if she can sort me before seeing the doctor.
Conclusion
After discussion with the members of the PPG, the outcome of this survey shows that
generally the practice continues to provide high levels of patient satisfaction.
We would like to improve the provision of health information leaflets and posters; however
space within the practice is limited. We endeavour to keep the information up to date as we
receive new leaflets, but due to the space constraints we feel that it would be difficult to
provide availability of the full range of information we have available at any one time.
The most disappointing aspect of this year’s PPG results, as in previous years, is that we are
still struggling to attract any new members, despite continuous attempts to recruit new
members. We had 13 people indicate that they would be interested in joining the PPG but
only 3 left their details with reception.
Actions
Next year’s survey will again be performed in surgery and the questionnaire will also be
available for completion via a link to the practice website. This should provide us with a
larger number of statistics for analysis, giving a broader view of patient satisfaction.
Along with the existing members we will continue to try and recruit more members by
forming a virtual PPG via the practice website. This will enable patients who wished to take
part in the group but are unable to attend meetings, to participate via e-mail.
We will endeavour to keep up our good work for the forthcoming year.
Dr Bose, Dr Boyapati and staff would like to thank all the patients who gave their time to
participate in the survey and also the PPG for their involvement.