GPAQ 2008

Summary Report for Moat House Surgery, Warboys

Introduction

Moat House Surgery, Warboys used the General Practice Assessment Questionnaire (GPAQ) to collect the views of patients attending the surgery in Autumn 2008. This report summarises the results from the survey.

Response

There were 200 questionnaires collected by the practice which gives a response rate of 80% (based on 50 Questionnaires per GP for 5 GPs).

Overall Satisfaction

Excellent	Good	Average	Poor
167	26	1	0
86%	13%	1%	0%

Demographics

Male	Female
73	106
41%	59%

17-24 yrs	25-34 yrs	35-44 yrs	45-54 yrs	55-64 yrs	65-74 yrs	75-84 yrs	85-90 yrs
7	22	30	35	58	18	17	5
4%	11%	16%	18%	30%	9%	9%	3%

Employed	Unemployed	Education	Long-term illness	Looking after home/family	Retired	Other
113	4	3	1	10	59	2
59%	2%	2%	1%	5%	30%	1%

Owner occupied / mortgaged	Rented or other
152	30
84%	16%

Ethnicity

White	British	Indian	Other
188	1	1	2
97%	1%	1%	1%

Patients with Long-term illness, infirmity or disability		If Yes, do you have difficulties with access into surgery
Yes	No	Yes	No
35	155	0	35
18%	82%	0%	100%

1. Access to Doctors

In the past 12 Months how many times have you seen a doctor from your surgery?

	None	Once or twice	Three or four times	Five or six times	Seven times or more
Number of times patient had seen doctor in last 12 months	8	53	58	37	42
	4%	27%	29%	19%	21%

2a. When you want to see a particular doctor, how quickly do you usually get to see that doctor?

Same day	Next day	2-3 days	4-5days	More than 5 days	Does not apply
169	7	6	0	0	16
85%	4%	3%	0%	0%	8%

% seen within 3 days (excluding DNAs)

100%

2b. How do you rate this?

Poor	Average	Good	Excellent	Does not apply
1	6	17	151	11
1%	3%	9%	81%	6%

% Good/Excellent ratings (excluding DNAs)

96%

3a. When you are willing to see any doctor, how quickly do you usually get seen?

Same day	Next day	2-3 days	4-5days	More than 5 days	Does not apply
182	9	2	0	0	6
91%	5%	1%	0%	0%	3%

% seen within 3 days (excluding DNAs)

100%

3b. How do you rate this?

Poor	Average	Good	Excellent	Does not apply
0	4	19	166	3
0%	2%	10%	86%	2%

% Good/Excellent ratings (excluding DNAs)

98%

4. If you need to see a GP urgently, can you normally get seen on the same day?

Yes	No	Never need to	Don’t know
168	0	25	5
85%	0%	13%	2%

5a. In general how often do you see the doctor you want to see?

Always	Almost always	Some of the time	Almost never	Never
74	104	12	0	0
39%	55%	6%	0%	0%

5b. How do you rate this?

Poor	Average	Good	Excellent
0	9	37	133
0%	5%	21%	74%

Care by Healthcare Professionals

6. After a visit to the healthcare professional you saw today, would you say that you generally feel:

	Much more than before	Little more	Same or less	Does not apply
6a. able to understand your problems or illness	117	40	11	27
	60%	20%	6%	14%

6b. able to cope with your problems or illness?	111	32	15	30
	59%	17%	8%	16%

6c. able to keep yourself healthy?	91	38	15	45
	48%	20%	8%	24%

7. How often do you leave with unanswered questions after seeing the healthcare professional you saw today?

Always	Almost always	Some of the time	Almost Never	Never
2	1	18	81	84
1%	1%	10%	44%	45%

8. Thinking of the healthcare professional you saw today, how do you rate the following:

Question	Poor	Average	Good	Excellent
8a. How thoroughly the healthcare professional asks about your symptoms and how you are feeling?	1	2	42	134
	1%	1%	23%	75%

8b. How well the healthcare professional listens to what you say?	0	2	35	142
	0%	1%	20%	79%

8c. How well the healthcare professional puts you at ease during your physical examination?	0	2	29	147
	0%	1%	16%	83%

8d. How well the healthcare professional explains your health problems or any treatment that you need?	0	3	35	141
	0%	2%	19%	79%

8e. How well the healthcare professional involves you in decisions about your care?	0	2	39	137
	0%	1%	22%	77%

8f. The healthcare professional’s patience with your questions or worries?	0	1	38	140
	0%	1%	21%	78%

8g. The healthcare professional’s care and concern for you?	0	2	28	149
	0%	1%	16%	83%

8h. The amount of time the healthcare professional spends with you?	0	4	49	124
	0%	2%	28%	70%

Healthcare Professional seen by patients (where specified)

Dr James	Dr Mckay	Dr Minnis	Dr Sutcliffe	Dr Wilcock
32	31	26	27	28
21%	20%	17%	18%	18%

Note: 2 Patients (1%) saw Dr Wilcock/Nurse Jones; 2 Patients (1%) saw Nurse Jones; 1 patient (1%) saw Nurse Gower; 1 patient (1%) saw Nurse Watkins; 1 patient (1%) saw Beryl Wood (HCA); 3 patients (2%) saw a Nurse.

Care by Nurses

N1. Have you seen a nurse from your surgery in the past 12 months?

Yes	No
118	0
100%	0%

N2. If YES, how many times have you seen a nurse from your surgery in the past 12 months?

	None	Once or twice	Three or four times	Five or six times	Seven times or more
Number of times patient had seen nurse in last 12 months	0	79	20	10	12
	0%	65%	17%	8%	10%

N3. Thinking of the nurses you have seen in the last 12 months, how do you rate the following:-

	Poor	Average	Good	Excellent
N3a. how well the nurses listen to what you say?	1	3	41	77
	1%	2%	34%	63%

N3b. The quality of care the nurses provide?	0	2	37	85
	0%	2%	30%	68%

N3c. How well the nurses explain your health problems or any treatment that you need?	0	2	39	81
	0%	2%	32%	66%

Surgery

9. How do you rate the way you are treated by receptionists at your surgery?

Poor	Average	Good	Excellent
1	4	59	130
1%	2%	30%	67%

% Good/Excellent Ratings

2008

97%

10. When you have phoned the surgery, how do you rate the following:

	Poor	Average	Good	Excellent	Does not apply
10a. Ability to get through to the surgery on the phone?	5	38	73	73	6
	3%	20%	37%	37%	3%

% Good/Excellent Ratings (excluding DNAs)
77%
	Poor	Average	Good	Excellent	Does not apply
10b. Ability to get telephone advice from a doctor?	0	10	43	68	72
	0%	5%	22%	35%	38%

% Good/Excellent Ratings (excluding DNAs)

92%

11a. How do you rate the hours that your surgery is open for appointments?

Poor	Average	Good	Excellent
0	17	92	85
0%	9%	47%	44%

11b. What additional hours would you like the surgery to be open?

Early morning	Lunch times	Evenings	Weekends	None, I am satisfied
16	2	37	45	111
8%	1%	19%	24%	58%

NOTE: Patients can choose more than one option

12a. Do your appointments begin on time?

Yes, no waiting	No, up to 5 mins late	No, 6 to 10 mins late	No, 11 to 20 mins late	No, 21 to 30 mins late	No, 31 to 45 mins late	No, more than 45 mins late
63	69	53	9	0	0	0
32%	36%	27%	5%	0%	0%	0%

12b. How do you rate this?

Poor	Average	Good	Excellent
0	26	76	85
0%	14%	41%	45%

Waiting Room

13a. Can you tell us if you thought the waiting room was:

Well lit		Comfortable		Adequately sign posted		Well decorated
Yes	No	Yes	No	Yes	No	Yes	No
187	5	197	0	192	0	192	0
97%	3%	100%	0%	100%	0%	100%	0%

13b. Does the waiting room usually have:

Enough seats		Clean, accessible toilets		An up-to-date notice board		Adequate patient information leaflets
Yes	No	Yes	No	Yes	No	Yes	No
197	0	194	0	191	0	190	0
100%	0%	100%	0%	100%	0%	100%	0%

Useful patient information leaflets		Space for children		Adequate room for prams		Adequate room for wheelchairs
Yes	No	Yes	No	Yes	No	Yes	No
189	1	184	5	169	8	173	8
99%	1%	95%	3%	91%	4%	92%	4%

Summary

Overall satisfaction with Moat House surgery was very high, with 86% of patients rating the practice as excellent. This is the highest percentage recorded to date by any practice in 2008.

The employment status of patients completing the survey was similar to that of other practices in Cambridgeshire. However, there was a higher percentage of homeowners.

Access to doctors was very good, with all patients saying they could see a particular doctor within 3 working days and 85% saying this was possible on the same day as they requested the appointment. This compared with an average of 74% for practices who have completed the survey to date. 94% of patients said they could always or almost always see the doctor they wanted to see. All patients who needed to see a GP urgently said they were normally seen on the same day.

Patients greatly valued the healthcare professionals at the surgery. Good and excellent ratings for all aspects of care from both doctors and nurses were 97% or over. Patients were also very satisfied by the way they were treated by receptionists, with 97% giving good and excellent rating, compared with an average of 92%.

69% of patients had seen a doctor three or more times during the previous 12 months compared with 35% who had seen a nurse three or more times.

The one area where patients’ rating were not well above average was the ability to get through to the surgery on the phone.

The comments from the survey show that patients appreciate all the staff at the surgery. There were a few comments about the manner of the receptionists, and some difficulty in booking appointments.

Patients’ Comments and Suggestions

Positive Comments

Staff

All staff very supportive and helpful

All the doctors listen to you and everyone is very helpful

All the staff have been very helpful and concerned with any of my medical conditions. At times it has got me down and they have lent an ear and made me feel better in a friendly way, not just medically.

Brilliant. Fabulous doctors and nurses. Receptionists are very helpful & pleasant

Doctors are excellent and all staff very helpful

Everyone is always very approachable & helpful

Everyone is helpful, understanding and patient. How could we complain, we feel very grateful & appreciate our careful.

Everyone is very kind and helpful.

Excellent service from all

Excellent service from all members of staff.

Excellent service.

Fantastic-caring and professional service-always there when you need it.

I have always had a very caring services from the doctors and nurses

It is useful and helpful to be able to see a male or female doctor, although it is beneficial to see the same dry who sees you through a potential medical problem

Just how friendly and helpful everyone is.

Overall I think we are very lucky with our doctors and the other staff-excellent service

Receptionists very friendly and helpful, thank you

Staff always friendly, helpful and a pleasure to deal with.

Staff always have time for patients as people not just a number to get through.

Staff always helpful

Thank you to all the staff at the surgery, you have always helped me so much & listened. I am very grateful to you all

The care I receive is excellent, I couldn't be looked after better.

The care they show the patients

The dispensary staff are first rate, always helpful and "knowing"

The doctor makes me feel better about coming and is very caring.

The doctors we have are all very nice.

The health care team seems dedicated and caring.

The interest taken by all the doctors, nursing and admin staff

The pharmacy service is also first class with friendly and helpful staff.

The reception staff are always very helpful and the doctors are very good.

The service I get from everyone at the surgery is fantastic.

The surgery has been well managed for many years with established high standards and good morals.

The surgery is excellent and we are privileged to have such excellent people.

They are all kind and caring.

Very friendly

Very helpful and friendly

Warboys is lucky to have such an excellent doctors surgery and staff.

We are very fortunate to have such an efficient, helpful and friendly surgery. The doctors and staff are excellent

Specific Staff

Dr Sutcliffe deserves a pay rise.

Dr Sutcliffe has really helped me a lot. She is a good listener and always makes me feel better.

I have found all the Drs at the surgery excellent, esp. Dr Wilcock & Dr Minnis

The best doctor ever-Dr Sutcliffe.

Phone/Access

Ability to get appointment same day as needed

Appointments system is excellent.

Can come and see a doctor when unwell not several days later when appt available

Easy to make appts. Seeing doctor the same day

Good to know if I need to see a doctor I don’t have to queue up to an hour before opening.

It’s really good to come at 8am and see a doctor straight away

Since surgery opted for making appts same day as phoning/ calling in, never had to wait for days for an appt

Warboys surgery offers a fantastic service compared to the overcrowded Chatteris surgery I previously used

General

All the years with them, to my dear late wife and self we could not ask for better

Always accessible, good atmosphere (calm & welcoming)

Always been very pleased with the surgery.

An excellent surgery to visit, should be a role model for all surgeries

by far the best in the county

Excellent all round-very happy.

Excellent service so far

Excellent service, very happy.

Friendly/family atmosphere.

I am very happy with the service provided.

I am very please with my surgery and the care given by doctors and staff

I consider that Warboys is very lucky to have such an excellent doctors surgery.

I don't think you will find a better surgery anywhere

I have been to several surgeries in my time and this one has been the best by far.

I have been with the Warboys Surgery since 1953. In spite of building changes, staff changes and government guidelines etc the standards have remained very high indeed.

I have not used it that often but I have been perfectly satisfied with the process of booking appointments and after care I have had.

I like it the way it is

Improvements are made all the time.

It is all excellent!

Just great.

My family & my children have been with the surgery for 35 years. Although we don't live in Warboys. I have gone to a GP practice in another village closer - but returned to this practice rather quickly

Nicest surgery I've used

Not that I can think off

Nothing-Moat House is a surgery of excellence.

Please do not put more pressure and complex necessities on the Dr's they do their very utmost, are we expecting too much? We are very grateful for them

Service & friendliness

Suit my needs

Super - travel here instead of using local surgery. Over 30 years of satisfaction

Thank you for being there for the village.

The surgery is very good, helpful, and always look after long term health, which is a comfort

The surgery should be shown as a flagship of just what a GP practice should be like.

The surgery we have is very good.

Very good practice, when I lived in South London in 2000 I had to wait several days for an appointment and was hardly ever seen on time.

Very Good.

Very happy

Very happy with all aspects.

Warboys surgery is the best. We have always been treated very well and much better than where I come from.

We are so fortunate in the surgery and doctors and nurses we have.

When I hear about other peoples experiences, treatment / appts etc, I consider myself very lucky to have this surgery.

When talking to friends and family I have found this surgery & doctors to be the best in the area & I would be loathe to move away from their care

Comments and Suggestions

Staff

After a course of treatment, it would be useful for the Dr to see you again as a matter of course, instead of feeling one is actually a darn nuisance

Receptionists should be quicker and stop chatting when patients are waiting.

Some of the receptionists being more co-operative when you phone up and not being rude.

The balance between male & female doctors could be improved!

Surgery

Automatic doors at entrance and exit (for disabled and prams).

Being able to check more easily if there is someone already in the reception area before you enter.

Better toys in the waiting room.

Get rid of the TV.

Please could you unlock the outside door for the early people can go to the toilet for 8o'clock

You get a '5 items or less' checkout at supermarkets. How about an express service?

Opening times

As stated, if the surgery was open at weekends this would be of benefit to me.

Earlier/ later opening times

Early morning - late evenings

Not really, only by opening at weekends.

Only by opening at weekends.

Opening times and ability to pre book appointments

Possible open evenings until 7-8pm a couple of evenings a week

Phone/Access

Advance booking for nurse e.g. blood tests so all relevant appointments could be booked 3 months in advance

Be able to make an appointment later than 1 or 2 days from the date of call due to business needs

Don’t agree with GP nurses at a surgery working weekends, we all need time off to be with family etc

It would be good to book an early bird appointment by ringing the surgery late the previous afternoon.

Pre-booking of appointments the day before rather than in the morning only.

Sometimes I have felt rushed through an appointment-not enough time allowed.

Sometimes need an appt same day but can't get one as work full time

The appointment system of only booking on the day is very poor

Waiting times can always be improved

Without being ageist it would be helpful if retired patients avoided early morning or late appts to allow patients to avoid missing work

Would be useful to be able to make an appt the day before attending

Yes, book ahead as I work in London and it is difficult to book an appointment.

Parking

Larger car park