PPG LES Report March 2012 Final - Home | MSW
Transcript of PPG LES Report March 2012 Final - Home | MSW
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Bury Knowle Health Centre Patient Participation Report 2011/12
Produced for the Patient Participation
Directed Enhanced Service (DES) 2011/2013
The purpose of the Patient Participation DES commissioned by the NHS is to ensure that
patients are involved in decisions about the range and quality of services provided and,
over time commissioned by their Practice. It aims to encourage and reward Practices
for routinely asking for and acting on the views of their patients. This includes patients
being involved in decisions that lead to changes to the services their practice provides
or commissions as well as discovering ways to improve the Practice and also to find out
what patients perceive as successful. The DES aims to promote the pro-active
engagement of patients through the use of effective Patient Participation Group
meetings (commonly referred to as PPGs or Patient Reference Groups (PRGs)) to seek
the views from Practice patients, as well as through the use of a local practice survey.
The outcomes of the group meetings and survey results are then required to be
published as a Report on the Practice Website.
This report summarises the feedback and action plan of Bury Knowle Health Centres
PPGs in 2011/12.
Bury Knowle Health Centre formed a Patient Participation Group in 2004, following the
introduction of the new GMS contract. The group consisted of 7 members and these
numbers have fluctuated over the years. Meetings were held annually and chaired by
Claire Crook as well as a GP Partner. In 2011 we agreed to participate in the Patient
Participation DES, which involved gaining and collating information, suggestions and
feedback from our patients. In order to do this the practice decided to re-launch the
Bury Knowle Patient Participation Group as well as set up a new Barton Patient
Participation Group (Barton formally became our branch surgery from 1 April 2011) and
a virtual Patient Participation Group (vPPG). In addition to this all of our patients are
welcome to give suggestions/feedback about the surgery at any time. This can be
done via our website or via out suggestion box, located in the waiting room.
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Background Information
Practice Profile
Bury Knowle Health Centre is a PMS practice located in an area of Oxford that includes
areas of significant deprivation. As at 1st March 2012 the patient list size was 12,526. We
have a branch surgery in Barton. Barton is located on the north side of the A40 and is
one of the most disadvantaged estates in the City. Government statistics of indices of
deprivation shows Barton/Sandhills Ward to have the second highest level of
deprivation in the whole of Oxfordshire (Barton Residents’ Research Survey Report
November 2009). Areas of high deprivation report high levels of unmet health care
needs, increased mortality rates and an increase in patients with long term conditions.
The demographic profile of our list now includes 37% of our patients living in Barton and
26% living in Quarry & Risinghurst ward – nearly 2/3rds of our patients are therefore not
typical of Headington 0X3.
The Bury Knowle team consists of 10 doctors, 5 nurses and 2 health care assistants. The
clinical team is supported by a management, administration and reception team. We
are accredited as a training practice and have at least one GP registrar training with us
each year.
Opening Hours
Burk Knowle Surgery Opening Hours
Monday 8.30am - 6.00pm
Tuesday 8.30am - 8.00pm
Wednesday 8.30am - 12.30pm
1.30pm - 6.00pm
Thursday 8.30am - 7.00pm
Friday 8.30am - 6.00pm
Saturday 8.30am - 11.00am
The practice is closed between 12.30 and 1.30pm for training every Wednesday.
Extended Hours
We offer nurse appointments from 8.00am. We also offer late evening routine
appointments on a Tuesday (6 - 8pm), Thursday (until 7.00pm) and on Saturday
mornings (8.30am - 11am). These appointments are primarily designed for those patients
who work full time.
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Barton Surgery Opening Hours
Monday 8.30am - 1.00pm 2.00pm – 6.00pm
Tuesday 8.30am - 1.00pm 2.00pm – 6.00pm
Wednesday 8.30am - 12.15pm 2.00pm – 6.00pm
Thursday 8.30am - 1.00pm 2.00pm – 6.00pm
Friday 8.30am - 1.00pm 2.00pm – 5.00pm
Saturday Closed
Appointment Access
Routine Appointments
A doctor or nurse is available during opening times (8.30am - 6.00pm, nurses are
available from 8.00am). Consultations are by appointment only and are for 10 minutes
as a standard but patients can request a longer appointment if they need more time.
Same Day Appointments / Telephone Advice
To give patients quick and convenient access to a medical professional for urgent
medical problems, we operate a system for same day appointments either at the
surgery or over the telephone. Wherever possible we will try to ensure that the patients
named doctor deals with these urgent issues - naturally if they are not on duty on the
day, or are very busy, then another doctor is available.
Minor Illness / Telephone Advice
One of our specially trained minor illness nurses is available each morning and afternoon
to give telephone advice and deal face to face with minor illness concerns.
Making Appointments
Appointments can be made by telephoning the practice, calling in to the practice or
online.
We have no restrictions on booking ahead to see your preferred Doctor or any other
clinician.
All of our Doctors have time set aside each day to deal with medically urgent same day
requests, either face to face or by telephone. In addition, one Doctor by rotation has
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
most of their morning and afternoon set aside for urgent same day requests – we aim to
ensure that all such requests are dealt with within a few hours of the request being
made.
When We Are Closed
NHS Oxfordshire has responsibility to provide out of hours GP services to all patients of
City practices.
If patients need to see a doctor during the evening (after 6.30pm) or at the weekend,
they simply phone the surgery number, and the call is automatically diverted to Oxford
Emergency Medical Service (OXEMS).
Alternatively patients can ring OXEMS directly on 0845 345 8995.
How the practice formed their Patient Participation Group and what efforts were made
to ensure representation from all groups of their population, i.e. age/sex, ethnicity,
specific care groups like nursing homes or a learning disability community, drug users
etc
As a result of our practice profile and demographics we decided quite early on to set
up 3 PPGs:-
• Bury Knowle (BK) PPG (Face to face group meetings)
• Barton PPG (Face to face group meetings)
• vPPG (virtual group)
We used our website (www.buryknowle.org) to assist us in setting up our PPGs. Our
website provider set up automated registration forms and the pages required to
promote our groups to our patients. We dedicated 5 pages of our website to our PPG
section:-
• BK & Barton PPGs – promoting the face to face patient participation groups
• vPPG - promoting the virtual group
• PPG patient leaflet which included information on the role and purpose of a
PPG
• PPG Meeting minutes
• ‘Contact us’ section - in case patients have any queries that they’d like to raise.
Once the above information was published on our website we promoted both the face
to face group meetings and the virtual group to our patients via posters in the waiting
room, patients leaflets (available online, at our reception desk and in our waiting room)
and via an article in our patient newsletter. The newsletter included the registration
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
form. We also re-launched our Bury Knowle patient forum group and invited them to
participate in the Bury Knowle PPG.
In addition all staff were notified of the different PPG groups and encouraged to
promote the groups to all patients.
Finally in an effort to ensure a fair representation an email was sent to all patients for
whom we had an email address recorded in our clinical system – approximately 2,500
patients. The email invited them to join our virtual PPG and encouraged them to access
the website to complete the automated registration form. We also emailed them our
latest patient newsletter at the same time – this detailed information about all of the
PPG’s and the timings of the group meetings. 215 patients responded (9%). Once
registered the virtual PPG members were sent an email, inviting them to complete the
virtual patient participation survey. 174 patients completed the virtual patient survey
(81%).
In April 2010/11 we put together a proposal to the PCT to take over the running of our
branch surgery in Barton, which included taking on the staff, refurbishing the premises,
improving access and expanding the services offered to our patients. In order to
produce a proposal and establish the local community needs we held several steering
group meetings and invited key local stakeholders to discuss the requirements and the
priorities going forward. This included a representative from the Barton Community
Association (Sue Holden) and patients were encouraged to attend. When launching
the Barton PPG we invited Sue Holden to attend and the patients that had been
involved in the steering group. Both of whom are now active members and regularly
attend the Barton PPG group meetings.
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Patient Participation Group Members
The patient groups comprises of 215 members
• Bury Knowle PPG – 17 members have signed up (9 have attended meetings)
• Barton PPG – 8 members have signed up, this includes Sue Holden – Barton
Community Association Secretary (5 patients & Sue have attended meetings).
• Virtual PPG – 215 members (including those who attend the Barton & BK PPG
meetings)
The profile of the PPG members, detailed below, shows that we have a reasonable
gender mix, although it’s skewed towards females. However we have a representative
within each of the age bands, which is really encouraging. It also shows that we have a
good spread with regards to the frequency with which the patients access the surgery,
although the figures are heavily skewed towards Bury Knowle patients compared to
Barton surgery. The majority of the patients are white British, so it would be good to
promote and encourage more patients from different ethnic groups to attend.
Profile for all 215 PPG patients
Attendance
Gender
Attendance Gender
Often 79 37%
Occasionally 113 53%
Very Rare 23 10%
Total 215
Male 81 38%
Female 134 62%
Total 215
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Ethnicity Age
Ethnicity
Age
Usual Surgery
Under 16 3 1%
17-24 6 3%
25-34 38 18%
35-44 34 16%
45-54 46 21%
55-64 30 14%
65-74 38 18%
75-84 15 7%
Over 84 5 2%
Total 215
White British 171 80%
White Irish 5 2%
Indian 3 1.5%
Black Caribbean 1 0.5%
Black African 3 1.5%
Chinese 1 0.5%
Other 31 14%
Total 215
Bury Knowle Health Centre 205 95%
Barton Surgery 8 4%
Not specified 2 1%
Total 215
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
How the practice has agreed with the PPG which issues are priorities to be included in
the local practice survey questionnaire?
The first PPG group meetings at Barton & Bury Knowle focused on addressing the
priorities of the patients who had attended and the group talked in depth about what
areas to focus on as a Practice. Each patient was encouraged to state their reason for
attending the meetings and any items that they wanted addressed or to be raised.
Details of these discussions are in the minutes of the 27th July 2011 (Barton PPG) & 1st
Dec 2011 (BK PG) meetings, a copy of which can be found on the Practice website.
http://www.buryknowle.org/ppg.aspx/.
Using the above responses as well as the Practices own priority areas (based on the
latest National Patient Survey results and general patient/staff feedback over the year)
we were able to prioritise the views expressed. The following priority areas were
agreed:-
• Telephone Access
• Practice opening hours
• Premises - Waiting area
• Staff – Reception Service
• Named Doctor System & Access (face to face & telephone)
• Appointment waiting times
• Car Parking facilities
• Patient Education - patient awareness re: website & usage
• Clinical service satisfaction
• Overall Satisfaction with the Practice
• Other comments/suggestions re: improvements to service/Practice
The survey was devised and published online and an email was sent to all registered
PPG members. A link to the survey was also put on the front page of our website so that
the general patient population could complete the survey. The survey was conducted
in January 2012.
The PPG groups now meet on a quarterly basis and all minutes are available on the
website. The timings of the meetings have been altered throughout the year, to ensure
all patients’ availability/commitments are accommodated. The meetings are structured
so that any suggestion or actions agreed at a meeting are reported on at the start of
the next meeting. This ensures that patients are able to track progress on a quarterly
basis.
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Survey Results/Action Plan 2011-13
The survey response rate was very good - 81% (174 out of 215) of the vPPG members
responded. The results were analysed in house using our Practice website and discussed
by the Partners. The summary findings were circulated to the Patient Participation
Groups as part of the next meetings agenda and were formally discussed at the PPG
meetings held on 29th Feb (Barton) and 1st March (BK), copies of the meeting minutes
are available on our website. A copy of the survey analysis is also available on the front
page of our practice website. The discussion was wide-ranging and covered both the
areas where the practices were doing well, and the areas where improvements could
be made. The groups showed overall satisfaction on the results of the survey. As a result
of these discussions as well as the individual patient priorities raised at the face to face
PPG meetings, the following action plan has been devised:
Barton Surgery Priorities
1. Improve Access & continuity at Barton Surgery
a. Increase the number of Doctor sessions provided per week
b. Increase the number of nurse sessions provided per week
c. Increase the opening hours of the Surgery
d. Increase continuity – establish a Barton Doctors team, individual Doctor
business cards which detail the Doctors clinics, special interests
e. Improve patient education regarding the Surgery & improve community
awareness of the surgery
i. Articles in the patient newsletter, local Parish Council newsletter,
and the Barton ‘hands on’ community newsletter
ii. Ask the council/housing association to give out a Barton
leaflet/business card to all new tenants.
iii. Generic Barton business cards
iv. Improve information available on the Bury Knowle website
v. Erect appropriate signage outside and inside the surgery
vi. Install a patient education TV screen in the waiting room
vii. Increase usage of SMS reminder service
2. Expand the services provided at Barton Surgery by implementing the following:
a. SMART clinic
b. Teenage health drop in clinic
c. Carers clinic
d. Podiatry/Foot service Clinic
e. Counselling service – The Listening Centre
f. Diabetes Clinic
3. Improve the screening uptake at Barton Surgery
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
a. Breast screening
b. Cytology screening
c. Bowel screening
Bury Knowle Health Centre Priorities
1. Premises
a. Patient Toilets
i. Refurbish the patient toilets
ii. Review toilet supplies – toilet rolls, hand towels
iii. Erect appropriate signage directing patients to the 2nd toilet
iv. Bigger mirror in the waiting room to see the queues
v. Consider putting 2 ‘pull-up’ chairs on the wall for patients who can’t
stand if there’s a queue
vi. Review the reception desk height – disabled access
b. Clean the waiting room chairs & devise a cleaning routine
c. Turn off the patient check in screen saver
2. Review phlebotomy sickness cover arrangements
3. Online Appointment Service
a. Review the medication repeat request service as currently showing some
errors
b. Review Doctor appointment availability as currently not showing all
available appointments
c. Remove the nurse appointment option as not available
d. Review whether nurse appointments can be made available online,
especially phlebotomy appointments
4. Improve patients being notified of clinicians running late
a. Via reception
b. Via the Touchscreen?
5. Services
a. Review current physiotherapy appointment availability
b. Purchase a 2nd 24hr BP machine
c. Staple the prescriptions together on the RHS
6. Patient Communication/campaigns
a. Review our 2013 flu campaign and include telephoning all patients aged
over 70 to invite them to attend a flu vaccine appointment. This is as well
as sending an SMS text reminder and instead of sending a letter.
b. Automatically sign up new patients (who give an email address) to
receive the quarterly practice newsletter
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Virtual PPG Priorities
1. Improve Access & continuity to a patients named Doctor
2. Review reception opening hours (8am start)
3. Information of Services - Patient Education
a. Examine alternative means to communicate up to date surgery
information to infrequent surgery users (Website, SMS, Emails)
b. Review the language barriers associated with patient education
4. Review appointments online functionality
5. Improve the car parking facilities at Bury Knowle Health Centre
6. Illness prevention - Improve the screening uptake at Bury Knowle Health Centre
a. Breast screening
b. Cytology screening
c. Bowel screening
d. Review alternative therapies available and offered at the surgery
The surgery agreed that it would progress these actions as soon as possible, many of
which have already been implemented e.g. increased doctor sessions and opening
hours at Barton Surgery. Detailed accounts of discussions and progress against the
action plan are available in the PPG meeting minutes, all of which are available on our
website.
This report will be sent to the PCT, all PPG members and a copy will be available on our
website for all patients to access. The virtual patient survey results are also available on
our website.
In compiling and publishing this report with its associated evidence we believe that we
have fully met the requirements of the DES.
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Appendix I – Virtual Patient Survey Responses
Number of Responses: 174
Dear Patient,
We welcome your honest feedback and suggestions, and would appreciate it if you
could take a few moments to complete and return the attached survey.
Please answer all of the questions and click 'Send Survey' when you are done.
Q1. Bury Knowle Health Centre has a branch surgery in Barton, located in the
Barton Neighbourhood Centre. Please tick the surgery you most often visit
Answer Response (%)
Bury Knowle Health Centre 94%
Barton Surgery 4%
No Response 2%
Q2. Were you aware that Bury Knowle had a branch surgery in Barton?
Answer Response (%)
Yes 78%
No 20%
No Response 2%
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Q3. Were you aware that Bury Knowle had a Practice website
(www.buryknowle.org). (You can book appointments, send messages and
order repeats prescriptions from the site)?
Answer Response (%)
Yes 80%
No 18%
No Response 2%
Q4. How often do you access the website?
Answer Response (%)
Regularly 27%
Occasionally 47%
Never 24%
No Response 2%
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Please answer the following questions based on the surgery you have specified above.
Q5. How easy do you find getting through to the practice on the telephone?
Answer Response (%)
Very easy 27%
Fairly easy 56%
Not very easy 13%
Not at all easy 1%
No Response 3%
Q6. What is your level of satisfaction with the Practice's opening hours? (Bury
Knowle is open late on Tuesday evenings, and on Saturday mornings).
Answer Response (%)
Very Good 45%
Good 41%
Fair 10%
Poor 0%
No Response 4%
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Q7. How comfortable is the waiting area (e.g. chairs)?
Answer Response (%)
Excellent 14%
Very Good 48%
Good 28%
Fair 6%
Poor 1%
No Response 3%
Q8. How helpful do you find the receptionists at the surgery?
Answer Response (%)
Very 62%
Fairly 32%
Not very 3%
Not at all 0%
No Response 3%
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Q9. How easy do you find it to see your named Doctor?
Answer Response (%)
Very easy 10%
Fairly easy 34%
Not very easy 25%
Not at all easy 9%
I do not know who my named Doctor is 17%
No Response 5%
Q10. How easy do you find it to speak to your named Doctor over the telephone?
Answer Response (%)
Very easy 17%
Fairly easy 37%
Not very easy 16%
Not at all easy 4%
I do not know who my named Doctor is 17%
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Q11. How long after your appointment time do you normally wait to be seen?
Answer Response (%)
I don’t normally have appts at a specific time 0%
I am normally seen on time 18%
Less than 5 minutes 5 to 15 minutes 59%
15-30 minutes 16%
More than 30 minutes 0%
Can’t remember 2%
Q12. How easy do you find parking at the surgery?
Answer Response (%)
Very easy 4%
Fairly easy 24%
Not very easy 31%
Not at all easy 22%
Not Responded 19%
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Q13. Overall how satisfied are you with the Practice?
Answer Response (%)
Very 52%
Fairly 43%
Not very 2%
Not at all 0%
No Response 3%
Q14. How satisfied are you with the clinical care and attention you receive
from the Practice?
Answer Response (%)
Very 62%
Fairly 31%
Not very 3%
Not at all 0%
No Response 4%
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
To help us analyse your answers please tell us a few things about yourself:
Are you male or female?
Answer Response (%)
Male 33%
Female 63%
No Response 4%
What age are you?
Answer Response (%)
Under 16 0%
17 - 24 3%
25 - 34 16%
35 - 44 15%
45 - 54 22%
55 - 64 17%
65 - 74 16%
75 - 84 4%
Over 84 2%
No Response 5%
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
What is the ethnic background with which you most identify?
Answer Response (%)
White British 77%
White Irish 2%
Mixed White & Black Caribbean 0%
Mixed White & Black African 0%
Mixed White & Black Asian 0%
Indian 1%
Pakistani 0%
Bangladeshi 0%
Black Caribbean 0%
Black African 1%
Chinese 0%
Other 13%
No Response 6%
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Dr Louise Rutter Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Operations Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser
Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
How would you describe how often you come to the practice?
Answer Response (%)
Regularly 33%
Occasionally 56%
Very Rarely 8%
No Response 3%
Many thanks for your time in answering the questions on this survey.