Mapperley Park Medical Centre Open Access Family GP Practice

MAPPERLEY PARK MEDICAL CENTRE

Patient Survey Results - February 2012

The survey was conducted by handing it out to patients who were waiting in the waiting room for seeing the doctor or the nurse in February.  We gave the survey out to patients until we had received 150 completed surveys back, 65 male and 82 female (3 people did not disclose gender).  The numbers in each category are shown on the survey example. 

The responses showed that the vast majority of people had not telephoned the practice for advice from the doctor in the previous two months (133 out of 150) and agreed either to some extent or strongly agreed that they preferred to see the doctor face to face rather than make a telephone consultation (113 out of 150). 

This is consistent with the current culture of the Practice which is to offer open access to patients without appointment each morning, and not to have a structure for telephone access.   It is also consistent with the view that medicine is chiefly about things wrong with bodies and the difficulty of providing definitive advice about things that may be wrong with the body without the body being present. 

Essentially, telephone advice constitutes teaching patients enough to be able to assess their own bodies safely enough for the circumstances of their situation. 

A clear majority of the patients (96 out of 150) had telephoned the practice in the previous two months but only 17 had telephoned the Practice for advice from the doctor.  It was interesting that 50 out of 150 people said that it was reasonably easy to telephone the Practice in order to get advice from the doctor, so perhaps some of these patients remembered telephoning the Practice for advice from the doctor in the past, or had a general impression from knowing the way we do things that the doctor would be fairly responsive if they had telephoned for advice. 

However, 6 out of 150 patients had found it difficult to some extent to get advice from the doctor.  Of the 6 patients who had found it difficult to some extent to obtain telephone advice, 4 reported not having telephoned for advice in the previous 2 months, and 2 had telephoned one to three times in the last two months. 

One patient felt that he could already consult NHS Direct by telephone, and felt that for me to offer a telephone consultation service would in some way be competing with NHS Direct.  This patient felt that it would be more appropriate for my time to be spent in face to face consultation which he usually preferred. 

We estimate that 80% of the patients visiting the practice do so fairly frequently, and 20% of the patients visiting the Practice visit rarely.    Our survey of 150 patients would therefore be completed by approximately 115 patients who are familiar with the workings of the Practice, and approximately 35 patients who visit the Practice less frequently.  We collated the results by counting the numbers of patients filling in each field, and looking for patterns.  We fed the findings back to the patient representative group. 

The ethnic mix of the survey reflects the ethnic mix of the Practice reasonably well. 

MAPPERLEY PARK QUESTIONNAIRE ON DOCTOR’S TELEPHONE ADVICE

How many times in the last two months have you telephoned the Practice

Not at all

1-3 times

1-5 times

More than 5 times

54

82

8

6

How many times in the last two months have you telephoned the Practice for advice from the doctor

Not at all

1 -3 times

More than 3 times

133

15

2

 

 

It was reasonably easy to telephone the Practice in order to get advice from the doctor

Strongly agree

Agree to some extent

Neither easy nor difficult

Difficult to some extent

It was very difficult to get advice

32

18

28

 6

0

 

 

 

 

I prefer to see my doctor face to face rather than make a telephone consultation

Strongly agree

Agree to some extent

Neither agree nor disagree

Disagree to some extent

Strongly disagree

90

43

14

2

1

 

 

THANK YOU VERY MUCH FOR YOUR THOUGHTS
If you would like to indicate your age range and sex, that would be interesting but not essential

   

Male

65

Age range

 

Female

82

0 - 10

2                            

Full time education

9

11 - 20

5

Full time work

49

21 - 30

15

Part time working

19

31 - 40

29

Unemployed/looking for work

10

41 – 50

 

31

 

Unable to work due to long term sickness

14

51 - 60

21

Volunteering

2

 

61 - 70

 

29

Work in the home

5

 

71 - 80

 

10

Retired and active

Retired and less active

18

9

 

80+

 

5

 

 

 

What is your ethnic group

White British

92

Black or Black British

24

Asian or Asian British

13

Mixed

8

Chinese

1

Other ethnic group

I prefer not to indicate my ethnic group

9

2

 

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