Friends and Family Test Report – April 2017 

April recommend

For the fifth month running the total number of people likely or extremely likely to recommend the surgery it at or above the average. And since December no one has not recommended the surgery.     The is excellent news as it shows that the patients feel that the surgery is working better than it was in 2015 and despite the dips when Dr Woods and Dr Nehrig left, the surgery continues to do well in the eyes of the patients.

There is one concern the PPG and the surgery has though; not enough people are filling out the Friends and Family Test. This is especially important right now so that we can track how the new changes to the way the surgery works affects patients.

The form is available at reception or online http://www.romneyhousesurgery.co.uk/FriendsAndFamily/ and doesn’t take long to fill out. If you are in a hurry you can just tick the boxes, but if you have a couple of moments to respond to the questions that would be really helpful.

This is our surgery and the patients do have a voice, and the PPG are here to make sure that the surgery listens. We don’t take up personal complaints, they are dealt with by the surgery, but we can voice compliments and concerns to make sure the surgery understands what works and what doesn’t work for the patients.

Your experiences and ideas matter and are important to the surgery. 

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Friends and Family Test report February 2017

Patient Report on the Friends and Family Test – February 2017

Every month a report is produce for the practice based on the Friends and Family Test including the PPG question. The free text is sorted into four categories: compliments, comments, concerns and complaints. Additionally the number of people that tick each box as to whether or not they would recommend the surgery is analysed and turned into a chart.

We now have enough data to show the trends since January 2015. The chart below shows that we were doing better in 2016 than 2015. The patients’ perception of the surgery started improving in November 2015 but declined in March 2016 which was when Dr Woods left. It quickly bounced back but declined again when Dr Nehrig left, but not quite as much. Things have improved again and we are back up above average.

march would recommend

If the blue line goes above the natural process limit this could mean we have a real increase in compliments. If it goes below the NPL then there might be a problem. At the moment the number is in the expected range.

The following chart shows how many would not recommend the surgery. This shows an increase of people that wouldn’t recommend the surgery when Dr Woods left, and a larger increase when Dr Nehrig left. But after both events the numbers of people that wouldn’t recommend the surgery returned to zero.

The actual number of people that wouldn’t recommend the surgery in November was 4, the number that would recommend the surgery was 13.

march not recommend

The PPG question is:

What is the one thing that would enhance your experience of the service provided by Romney House Surgery?

You Said…

We have been asking this question since September and some interesting trends have emerged.  The general positive comments (e.g. Quite satisfied, Nothing at this time) have increased in number. The highest number of responses are to do with appointments running late. People generally don’t mind waiting in the waiting room, they understand that sometimes the doctor can’t help running late, but people aren’t happy if they are spending too long in a waiting room on uncomfortable chairs with nothing to do and no updates. This area has improved a lot! And we have less people asking for an increase in the number of appointments so this shows that it the surgery is getting better at providing the right number of appointments.

We will soon be adding another question to track how people feel about the changes that are occurring at the surgery, so please continue to fill out the Friends and Family Test forms which you can get from reception and now fill out on the internet too: http://www.romneyhousesurgery.co.uk/FriendsAndFamily/

We Did…

  • We have passed on the comments about the premises to the GP in charge of the new premises project, and the PPG committee will be working closely with the team.
  • We have passed on the comments about the waiting room to the Practice Manager and we have also put in some magazines and children’s toys
  • We have shared the other comments with the Practice Manager or the appropriate staff who have looked at making changes
  • We have continued to put pressure on the GPs to start their clinics on time and try to minimise running late where they have the ability to do so.

The matrix below shows how many comments were made in each category for each month.

  Sept Oct Nov Dec Jan Feb
general positive  comment 3 2 5 3 5 4
want more continuity of care 1 1
problem with reception 1
related to premises (parking, nicer waiting room) 3 3 2 1 3 4
personal complaint 1 1
less difficult to register 1
easier to make an appt. 6
want additional times or days for appt. 1
to spend less time  in the waiting room 12 3 2 1 4 1
more availability of appts 8 3 3 3
quicker time taken to book in 1 2
need more doctors 2 2 1 1 2

Patient Report on the Friends and Family Free Text – October 2016

Every month a report is produce based on the Friends and Family Test free text and PPG question. The free text is sorted into four categories: compliments, comments, concerns and complaints.

This month there were 18 compliments, no comments, and one complaint.  These are a small selection of the compliments:

• “So far I have experience good service”

•“Being a new member of the practice I have been very satisfied”.

• “Receptionists very friendly and helpful”

The PPG question is:

What is the one thing that would enhance your experience of the service provided by Romney House Surgery? There were 15 comments from 13 responses.

There were three themes in the responses.

  1. Number of doctors – Patients are worried that there won’t be enough doctors as the population of Tetbury grows. Action: The practice has put a piece in The Advertiser and the PPG will look at writing a blogpost on how to be smarter about using the surgery to get the best health care possible.
  2. Appointments running to time – Patients time is valuable and some patients are finding that they are having to wait in the waiting room for their appointment for an unacceptable amount of time. Action: The PPG committee have asked the Practice Manager to discuss this with the GPs and ask them to make their best effort to keep to time, acknowledging that sometimes they have no option but to take longer than the allocated 10 minutes.
  3. Premises – The PPG is continuing to collect information that could help inform any future new premises, such as difficulty with parking. There was also a comment the back corridor was cold. Action: As it isn’t clear if this is a one off or not, the PPG committee members will check this out.

Control Chart for  January to October – 2016

control-chart

If the blue line goes above the natural process limit this could mean we have a real increase in compliments. If it goes below the NPL then there might be a problem. At the moment the number of compliments is in the expected range.