Confidential: Not to be copied or distributed without permission

1. Westerham and Sundridge SurgeriesGP Practice/PPG Patient Survey ResultsJanuary 2014Prepared for Margaret Hickmott-Stapley Confidential: Not to be copied or distributed without permission

2. Survey Objectives • Gather a broad range of patient views about the practice • Develop an Action Plan to address patient needs and suggestions

3. What was done and when? • The survey was conducted between October 2013 and November 2013 • Paper surveys were available in each of the practices • Patients could also complete the survey online • A total of 247 responses were received • The number of registered patients for Westerham and Sundridge Surgeries is 8,357 representing a response rate of 3%

4. Headlines (1 of 2) • Over 50% the respondents describe their overall experience of their GP practice as “excellent” and 40% describe it as “good”. • Most patients obtain information about the practice via telephone, from notice boards and the practice website. • Around 82% of respondents know about telephone consultations and online repeat prescriptions. However 31% are not aware of the practice information booklet. • The majority of respondents believe the practice provides the range of health services they need although when asked what is missing most commonly mentioned is a better/improved appointment system. • Of the services listed, the ability to book telephone consultations and the provision of practice information is deemed most important by respondents.

5. Headlines (2 of 2) • Overall more respondents indicate no improvements are necessary than any single other item. • The most frequently mentioned area in need of improvement is the system for booking appointments including, on-line booking, better access to appointments in advance. • Privacy in the reception area at Sundridge is also a priority • In terms of areas that are particularly good: • The staff (nurses and receptionists) were mentioned most frequently • The GPs were identified by 25 respondents as being particularly good.

6. RESPONDENTPROFILE

7. There was a good mix of male and female respondents and a wide range of age groups Gender Age Base: QD1 Gender: all responding: 227; QD2 Age: all responding: 230

8. About 1 in 10 have children under 16 years at home. A third indicate they have a disability and almost a fifth indicate someone else in the household does Children Under 16 years at Home Disability Base: QD3 Children under 16 at home: all responding 227; QD4 Disability: all responding 225

9. Around two thirds of respondents attend the Westerham practice more regularly Q1. Which practice do you most regularly attend? Base: Q1 Practice most regularly attend: all respondents 247

10. Detailed Results

11. Over half the respondents describe their experience of their GP practice as “excellent” and a third as “good” Base: Q10 Overall experience of practice: all responding: 230

12. The chart below details the results from the GP National Patient Survey Jan-Sep 2012 For full details of the GP National Patient Survey please visit: http://results.gp-patient.co.uk/report/10/result.aspx Base: 134

13. Most patients obtain information about the practice via telephone and from notice boards and the practice website Base: Q2 Source of information: all responding 241

14. Around four-fifths are aware of telephone consultations and online repeat prescriptions although a third are not aware of the practice information booklet Q3. Which of the following are you aware of? Base: Q3 Awareness of services: all responding 239-244

15. The majority of respondents believe the practice provides the range of health services they need Q4. Does the practice provide the range of health services you need? Base: Q4 All responding: 246

16. Other Health Services • Respondents were asked what services are missing if the practice does not provide the range needed. • Most commonly mentioned was an on-line appointment booking system. • Other comments include: • Regular appointments/checks with nurses/GPs for those with long term conditions/chronic health issues. • Access to other therapies including: physiotherapy; chiropractic services; chiropody; cryo treatment; osteopathy. Base: Q5 All responding 18

17. The ability to book telephone consultations and provision of practice information is deemed most important % ranked as 1st Mean score out of 6: the lower the score, the more important the priority 63% 47% 78% 47% 42% 22% Base: Q6 All responding: 174 - 232

18. Improvements based on Priorities • The most frequently mentioned improvement is that none are needed (33 respondents). • Other mentions include: • Improvements to the system for booking appointments either by telephone or online (16 respondents) • Improved waiting areas/interiors including ventilation (13 respondents) • More privacy in reception/waiting areas and when on the telephone (7 respondents) • Extended hours (11 respondents) Base: Q7 All responding: 122

19. Other Improvements • The most frequently mentioned improvement is to improve the appointment booking system including on-line booking, better access to appointments in advance and priority for children in advance (17 respondents). • 29 respondents indicated no improvements are needed. • Other mentions include: • Extended/opening hours (11 respondents); • And improved/increased parking (5 respondents). Base: Q8 All responding: 93