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Primary Care Trends Analysis Report GP Patient Experience (Croydon)

ABOUT THIS REPORT This report examines the patient experience of GP Practices in Croydon. Service categories analysed include 'Appointment Booking' (the ability to get appointments), 'Getting There' (catchment and t ravel), 'Wait at Appointment '(waiting times and environment), 'Clinical Treatment' (quality of treatment including choice and involvement in decisions), 'Staff Attitude' (attitude of receptionists, clinicians & nurses), 'Administration' (back office/administrative functions) and 'Communication' (advice and information including language and sensory requirements). These categories have been chosen by GP Practice Managers. The Coding The comments have been coded using a nationally recognised coding matrix, which applies issue, care pathway location, and (positive, neutral or negative) sentiment.

The Tables The Practices receiving the largest quantities of issues are displayed at each of the tables. This will mean different Practices feature on different tables, dependent on how many issues have been received on any given topic. See Annex 1 for a summary of all Practices.

Disclaimer

The trends within this report are based on service user comments we have obtained from sources outlined in Section 1. Comments obtained from these sources may not be representative of all service users experiences or opinions.

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SECTION 1: REPORT CONTENT

1.1: Reporting Period:

Healthwatch Croydon has identified 1784 issues about local GP services during the reporting period. This report identifies the data origin (Section 1.2), the top trends (Section 2) and analyses each trend (Section 3).

From: To:

01/07/2014 30/06/2015

Report Date:

03/11/2015

1.2: Data Origin

No. of issues

Positive

Neutral

Negative

1000 900 800 700 600 500 400 300 200 100 0

3% 5%

Family Perception of Care Audit

NHS Choices

92%

VoiceAbility

The Data in this Report 92% of the service user comments originate from NHS Choices, with the remainder from other sources. Please note that comments obtained may not be representative of all service users experiences or opinions.

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SECTION 2: TOP OVERALL TRENDS

2.1 Sentiment: Positive

Overall patient sentiment is 55% positive. At 36%, Clinical Treatment is the most commented on service aspect, followed by Staff Attitude (26%) and Appointment Booking (20%). Appointment Booking receives the most negativity as a topic.

Neutral

41% 55%

Negative

4% 2.2 Most Reported Aspects of Service:

No. of issues

Positive

Neutral

4%

Negative

500 400 300 200 100 0

7%

1% 6%

26%

Getting There Wait at Appointment Clincal Treatment Staff Attitude Administration

36%

2.3 Practices Receiving the Most Issues Overall:

No. of issues

Appointment Booking

20%

140 120 100 80 60 40 20 0

Practices Norbury Health Centre and The Woodcote Group Practice receive the most comments by volume, and sentiment is broadly positive. Woodside Group Practice and Portland Medical Centre receive the most negative comments by volume.

3

Communication


SECTION 3.1: APPOINTMENT BOOKING

3.1.1 Sentiment: Positive

Appointment Booking is the largest negative trend overall, with positivity at just 28%. Many patients express discontent about booking systems and the inability to get appointments when required. There is also widespread dissatisfaction with telephone systems, which become congested at certain times of day. 21% of issues indicate that patients sometimes wait over a day to see their GP.

28%

Neutral Negative

69%

3.1.2: All Aspects of Appointment Booking:

No. of issues

Positive

Neutral

Negative

120 100 80 60 40 20 0

Booking

21%

Cancellations

51%

Opening Times Telephone

24%

Waiting List

4%

0%

No. of issues

3.1.3 Practices Receiving the Most Issues Overall:

25 20 15 10 5 0

Practices According to comments, sentiment at the vast majority of Practices is negative, particularly so at Portland Medical Centre and Woodside Group Practice.

4

3%


SECTION 3.2: GETTING THERE

3.2.1 Sentiment: Positive

Just 10 comments are about getting to appointments/catchment. Therefore, this is not considered a major issue locally for patients.

Neutral

40%

60%

Negative

0% 3.2.2: All Aspects of Getting There:

No. of issues

Positive

Neutral

Negative

6 5 4 3 2 1 0

60%

3.2.3 Practices Receiving the Most Issues Overall:

2 No. of issues

Catchment/Distance

40%

1 0

Practices No Practices receive a notable quantity of comments.

5

Travel/Parking


SECTION 3.3: WAIT AT APPOINTMENT

3.3.1 Sentiment: Positive

Wait at Appointment receives 6% of issues overall and is 66% negative as a topic. Many patients comment negatively about waiting times at appointments. Privacy in the waiting area is also an issue.

31%

Neutral Negative

66% 3%

3.3.2: All Aspects of Wait at Appointment:

No. of issues

Positive

Neutral

3%

Negative

50 40 30 20 10 0

Waiting Time

12%

Environment/Layout

10%

Hygiene

14%

61%

Privacy

Stimulation

No. of issues

3.3.3 Practices Receiving the Most Issues Overall:

8 7 6 5 4 3 2 1 0

Practices Sentiment at most Practices is negative according to comments, with Edridge Road Community Health Centre, Norbury Health Centre and Woodside Group Practice receiving the largest volume of comments.

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SECTION 3.4: CLINICAL TREATMENT

3.4.1 Sentiment: Positive

Receiving 36% of issues overall, Clinical Treatment is the largest trend, and broadly positive in sentiment. Comments suggest patients are largely positive about the quality of treatment received. Patients are marginally positive about User Involvement, according to comments.

Neutral Negative

27% 67%

6% 3.4.2: All Aspects of Clinical Treatment:

No. of issues

Positive

Neutral

Negative

4%

300 250 200 150 100 50 0

11% 8% 14% 6% 0% 0% 57%

No. of issues

3.4.3 Practices Receiving the Most Issues Overall:

70 60 50 40 30 20 10 0

Practices Comments suggest sentiment at most Practices is positive, and notably so at Norbury Health Centre.

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Carer Involvement General Comment Choice Cost Equipment/Mobility Quality Medication User Involvement


SECTION 3.5: STAFF ATTITUDE

3.5.1 Sentiment: Positive

With 26% of issues overall, patients consider Staff Attitude to be an important aspect of service. Sentiment is clearly positive for Clinicians and Nurses, and broadly so for Receptionists, according to comments.

26%

Neutral

71%

Negative

3% 3.5.2: All Aspects of Staff Attitude:

No. of issues

Positive

Neutral

Negative

160 140 120 100 80 60 40 20 0

10% Receptionists

39%

51%

Clinicians

Nurses

No. of issues

3.5.3 Practices Receiving the Most Issues Overall:

50 45 40 35 30 25 20 15 10 5 0

Practices Comments suggest sentiment at most practices is positive, and notably so at Norbury Health Centre and the Woodcote Group Practice.

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SECTION 3.6: ADMINISTRATION

3.6.1 Sentiment: Positive

Administration receives 7% of issues overall and sentiment is 63% negative. Sentiment about Repeat Prescriptions is maginally negative, and broadly so on Administration, Registration and Test Results. Comments suggest patients are broadly positive about Referrals (Inter-Provider Involvement).

34%

Neutral Negative

63% 3%

3.6.2: All Aspects of Administration:

No. of issues

Positive

Neutral

Negative

21 18 15 12 9 6 3 0

11%

1%

16%

29%

0%

24%

11% 5%

No. of issues

3.6.3 Practices Receiving the Most Issues Overall:

5 4 3 2 1 0

Practices No Practices have received a notable volume of comments.

9

3%

Administration Data Protection Health & Safety Inter-Provider Medical Records Planning Registration Repeat Prescription Test Results


SECTION 3.7: COMMUNICATION

3.7.1 Sentiment: Positive

Communication receives 4% of issues overall and is 58% positive in sentiment. The vast majority of issues are about access to advice and information and sentiment is broadly positive.

39%

Neutral

58%

Negative

3% 3.7.2: All Aspects of Communication:

No. of issues

Positive

Neutral

0% 6%

Negative

50 40 30 20 10 0

Advice/Information

Language/Interpretation

94%

No. of issues

3.7.3 Practices Receiving the Most Issues Overall:

6 5 4 3 2 1 0

Practices No Practices have received a notable volume of comments.

10

Sensory


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Healthwatch Croydon GP Patient Experience of Croydon Residents 01.07.14 to 30.06.15  

This report examines the patient experience of GP Practices in Croydon. Service categories analysed include 'Appointment Booking' (the abil...

Healthwatch Croydon GP Patient Experience of Croydon Residents 01.07.14 to 30.06.15  

This report examines the patient experience of GP Practices in Croydon. Service categories analysed include 'Appointment Booking' (the abil...

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