Park Leys Medical Practice

These results indicate that a sizeable majority of patients feel that the new system meets their needs more effectively than the old system, with 68% of respondents agreeing or strongly agreeing with it continuing. However 27.9% disagree or strongly disagree and this is unacceptable to the practice. We clearly need to identify why so many patients are against the new system and do something about it. (Q10)
The survey showed that 55-60% of respondents felt that we are now able to respond more effectively and more quickly to patients needs than before, which is gratifying as it shows that the system is achieving one of its prime objectives – increasing the quality of service provided to patients. However 25-30% of patients disagree and this is clearly another area we need to examine.

It was obvious from the start that the time taken for doctors to call back would be critical to the success or failure of the system and we have continually monitored call back times and made changes where necessary to keep delays to a minimum. Although 80% of respondents were satisfied with time taken to answer calls and to call back, we feel this is an area which still needs improvement. We had hoped to be able to deal with all requests within one hour but it is proving difficult to achieve this consistently, with problems in the mornings, particularly Mondays. (Q2 & 3)

Whilst in excess of 80% of respondents were satisfied that the doctor understood the problem and was able to provide appropriate treatment or advice in an understandable manner, 6.2% or respondents did not feel the doctor understood the problem and 7.2% were not satisfied that the action taken was appropriate.(Q4, 5 & 6). This problem with communications reflects scores and comments made in the GPAQ survey over the past three years. In this, the practice has been consistently scored at 75-80 %, on questions relating to quality of communication. This suggests that there are issues associated with communication with the doctors, but it is difficult to say if the increasing use of telephone consultations has had any effect on this.

One issue of particular interest, raised in the comments by several patients and also in conversation with practice staff is the issuing of prescriptions on the basis of a telephone consultation.

Confidentiality is always a key issue in encounters with the doctor’s surgery. Increasing the use of telephones was always likely to be contentious. With the changing nature of employment and the increasing number of patients using mobile phones it was felt that many patients would find the opportunity to discuss problems by phone convenient. However many people work in environments where phones calls are not easily made and where confidentiality may be a problem. 62.1% of respondents found it convenient to discuss problem on phone, but 13.0% of respondents disagreed and 14.8% strongly disagreed with this. Clearly we need to look at how those patients who do not find using the phone for consultations with the doctor convenient, for what ever reason, are managed in a more acceptable way. (Q9)