FFTMonthlySummary:November2015
WestburyAvenueSurgery(Patel)
Code:F85031
SECTION1
CQRSReporting
CQRSReporting
FFT001
FFT002
FFT003
FFT004
FFT005
FFT006
FFT007
FFT008
FFT009
FFT010
FFT011
FFT012
57
27
1
1
3
2
0
0
0
91
0
0
Notes: 1. TheCQRSReportingtablescoresaboveshouldbeentereddirectlyaspresentedintotheCQRSSystem.ForfurtherinformationpleasecontacttheCQRSservice
deskon08004402777oremailthematcqrsservicedesk@gdit.com.Pleaseselectthe'DataSubmission'tabfromthemainmenu.
SECTION2
ReportSummary
444
SurveyedPatients:
91
Responses:
ExtremelyLikely
Likely
Neither
Likelynor
Unlikely
Unlikely
Extremely
Unlikely
Don’tKnow
Total
57
27
1
1
3
2
91
57
27
1
1
3
2
91
63%
30%
1%
1%
3%
2%
100%
SMS-Autopoll
SMS-UserInitiated
Tablet/App
Web/E-mail
ManualUpload
Total
Total(%)
SummaryScores
92%
4%
4%
NHSScoringGuidance
RecentguidanceissuedbyNHSEnglandhasconfirmedthemoveawayfromthe‘NetPromoter’scoringmethodologytoasimpler‘PercentageRecommended’and
‘PercentageNotRecommended’method.
Thepercentagemeasuresarecalculatedasfollows:
Recommended(%)=
NotRecommended(%)=
extremelylikely+likely
extremelylikely+likely+neither+unlikely+extremelyunlikely+don'tknow
extremelyunlikely+unlikely
extremelylikely+likely+neither+unlikely+extremelyunlikely+don'tknow
x100
x100
ForfurtherinformationabouttheselectionofthescoringmethodpleaseseetheNHSFFTReviewpublishedinJune2014here:
http://www.england.nhs.uk/ourwork/pe/fft/fft-test-review/
SECTION3
PracticeScoring
PracticeScore:'Recommended'Rank
YourScore:
92%
PercentileRank:
70TH
0%
50%
100%
Lower
Mid
92% 100%
HighScore
60%
LowScore
Notes: 1. Displaythe'Recommended'scoreandpercentileforcurrentreportingmonth.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
3. Percentilerepresentshowyour'recommended'scorecomparestoallotherpracticesmanagedbyiPLATO.Yourscoreof70thpercentilemeansyourpracticescored
above70%ofallpractices.
PracticeScore:'Recommended'Comparison
FriendsandFamilyScore
100%
95%
90%
85%
80%
75%
70%
65%
02/11
04/11
06/11
11/11
AllPractices
16/11
20/11
25/11
30/11
WestburyAvenueSurgery(Patel)
Notes: 1. Practicescorecomparisonof'recommended'scoresonly.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
PracticeScore:'Recommended'DemographicAnalysis
Age
Gender
<25
25-65
65+
AllPractices
82%
87%
94%
WestburyAvenueSurgery(Patel)
80%
95%
100%
AllPractices
88%
WestburyAvenueSurgery(Patel)
87%
93%
92%
Notes: 1. Scoresforcurrentreportingmonth.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
FFTScore%
PracticeScore:DayoftheWeekAnalysis
110%
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Monday
Tuesday
Wednesday
Recommended
NotRecommended
Notes: 1. PracticeperformancebyDayoftheweek.Representsactualscoreforall'days'duringreportingperiod.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
Thursday
Friday
SECTION4
PatientResponseAnalysis
PatientResponses
Responses
25
20
15
10
5
0
02/11
04/11
06/11
11/11
Recommended
16/11
NotRecommended
Notes: 1. Totalresponseshistoricbyday.
2. Representsactualresponsesreceivedfromallmethods.
3. ResponsesclassifiedasperNHSguidelines.Seescoringguidancesection.
20/11
Passive
25/11
30/11
SECTION5
PatientFreeTextComments:Summary
Thematic
TagCloud
ReceptionExperience
15
ArrangementofAppointment
5
ReferencetoClinician
19
Notes: 1. Thematicanalysisforcurrentreporting
month.
2. Thematicanalysiscoversthemost
discussedthemesbyanalysing
sentencefragementsandisnotan
exhaustiveanalysisofalltalkingpoints.
3. Tagcloudisrenderedusingthemost
usedpresentparticipleverbs,gerund
verb,adverbsandadjectiveswherethe
wordfrequencyisreflectedintextsize.
good waiting
rea
ssu
rin
g
friendly
hardly
short supportive
pre
t
ty
pro
f
exceptionally
real
loud
else
just
ea ex
ho even sily tra
we
ve
r
du
e
much
e
op fficie
en
nt
es
mo pec
the ially
rly
informative
so
rry
lat
bri
llia
nt
sitt
in
g
e
female
qu
d
useful
a
i
ckl
ble
sa iffe
y
polite
yin
happy
amazing
es g wreen great
particular
sio lcomet bad cheerfullonvice pleasant
ely convcomfortable
na pa
e
l
nie
rtic unfriendly
nt
ula
compassionate
rly
PatientFreeTextComments:Detail
Notes: 1. FreeTextCommentreceivedforcurrentreportingmonth.
2. ClassificationbasedoninitialresponsetoQ1ratherthancontentofmessage.
3. Legend: Consenttopublishcomment/ Noconsenttopublishcomment
Recommended
Anicedoctor
Agoodservice
staffalwaysfriendlyandhelpful.
KindandfriendlyladiesatthereceptionandefficientGP
Thestaffarealwaysfriendly,ihadtwodifferentappointmentstodaywithtwodifferentdoctorsandtheybothmademefeelwelcomeandhelpedmewithwhatproblemsihad.
Politeandfriendlyandunderstandingtheirpatience
Fortoday'svisit.DrVickySweirywassohappy,cheerful,friendly,informativeandhelpful.
Thestaffaresofriendly
Youreceivegoodcustomercare,treatedwithrespectanddealtwithquickly
Staffgoesextramiletohelpoutpatients.Thereceptionladiesareveryfriendlyandhelpful.Margaretisarealstar!
Shewaslovely,eventhoughIwaslatebecauseoftraffic.HoweverIhadtowait2weekstogetanappointment.
Goodcommunication
Hepfullandsupportivestaffmembers
Thissurgeryalwaystrytohelpout.ThefemaleGPsarebrilliant.
Duetothestaff&theadvicegivenbythedoctors.Feriendlyplace.
Veryhappywiththecareigetnocomplaintsaboutmysurgerytheyareveryhelpful
Friendlystaff,DrFaridisexceptionallyniceandunderstanding,thesurgeryisopenlateonsomedayswhichisveryconvenient,thewaitingroomisverycomfortableandpleasant
andIlovethesoundtracktoo
TheattentionthatI'vealwaysreceivedisunbeatable.
Helpful,politestaffandfriendlyenviroment.
Themusicisloudinthewaitingarea
Pleasantandprofessionalstaff.
ThenursepractitionerwasfriendlyandprofessionalandIwasabletogetanappointmenteasilyatshortnotice.
EvrybodyIhavecontactedwaspoliteandhelpfull.DrKirilovhasgivenmetimeandlistenwithunderstanding.
Alwaysbeengoodtomeandmyfamily
Greetedbyfriendlystaffandappointmentkeptprettyclosetotime.Doctortooktimetodiscussandexplainthingstome
GoodDrsandcarefortheirpatients
Usefulandhelpfulandorganized.
Goodservice,understandingstaff.
Therewasnodelay.Thenursewasveryprofessional.
Thereceptionists(theoneIdealtwithinparticular-amotherlylady)waslovely,andreassuring,particularlyaftermyappointment
Doctor
One,Ihardlyhadtowaitanytimeforthedropinflujab.Two,DrSteinbergwasverycompassionatetometoday.
Gooddoctors.
Becausestaffnursesanddoctorstheyareallverypleasantandtreatyouwithrespect
Itwasverypunctual
SupportfromtheDoctors,NathasaandgreatreceptionistsespeciallyMargaret,isamazing,can'taskforanythingelse,thankyouverymuch,andeverythatwedon'tseebutmake
allthesurgerywhatitisthanks
BecauseIhaveverysatsfaythetreatmentIhaverecived.Ijustwenttosaykeepupthegoodwork
Servicewasgreatandtheladyverynicebutit'sthewaitingtime-that'swhyIdidn'tgive1.
NotRecommended
Keptwaiting15minutessittinginaveryunfriendlywaitingroomeveryoneonmobilesnoonesayingwedon'tusemobileshere
Passive