Peters slides for may issue

GP Access: Are you really improving this?: 

GP Access: Are you really improving this? Peter Cross Quality Improvement Manager Picker Institute Europe May 4th 2006

Are you getting access right?: 

Are you getting access right? Before we start… Definition of access How important this is to patients A range of evidence of patients’ experience Any figures quoted are statistically significant results from robust validated surveys Don’t shoot the messenger – this is what your patients are telling you

Are you getting access right?: 

Are you getting access right? Setting Standards THE VIEWS OF PATIENTS, MEMBERS OF THE PUBLIC AND DOCTORS ON THE STANDARDS OF CARE AND PRACTICE THEY EXPECT OF DOCTORS

Are you getting access right?: 

Are you getting access right? The public see access, availability and continuity as fundamental aspects of competence of doctors “I think the biggest problem in (town) with the doctors themselves, is the waiting, and it is the getting there and getting an appointment quick”

Are you getting access right?: 

Are you getting access right? Excellent Poor Access Consultation Practice services Data from IPQ survey by CFEP How important is access to patients…

Are you getting access right?: 

Are you getting access right? www.healthcarecommission.org.uk www.pickereurope.org

Are you getting access right?: 

Are you getting access right? In 2005 survey… Patients are extremely positive but with some caveats… 41% of patients thought that they should have been seen sooner (down from 43% in 2004) 76% of patients said they were seen as soon as necessary (this has stayed steady) 44% of patients say they have sometimes had problems contacting their practice, 13% of people say they always have problems. (8% increase since 2003)

Are you getting access right?: 

Are you getting access right? “The telephone is constantly engaged from 9am and it is becoming much, much harder to book an appointment”

Are you getting access right?: 

Are you getting access right? %age of people being seen the same day has increased steadily from 27% in 2003 to 38% in 2005 In 2005 74% of people said they were seen within two working days (DOH figures 100%) For those people delayed for more than 2 days the balance continues to shift from choosing to delay in order to see the doctor of their choice to their being no available appointments

Are you getting access right?: 

Are you getting access right? Regional differences The last time you saw a doctor from your surgery how long did you wait for your appointment? NE NW/M E S Lon % immediately 10 7 17 7 11 % Same day 35 43 42 31 43 % 1or 2 days 24 28 13 26 17 % More than 2 days 14 16 4 24 19 % Pre-planned 17 7 24 12 10

Are you getting access right?: 

Are you getting access right? 21% of patients said they were sometimes or often deterred from going to their general practice because of inconvenient opening times, When asked about additional opening times 31% were content (older people) 7% would like early morning 27% would like evening 35% would like weekend (BME)

Are you getting access right?: 

Are you getting access right? “Evening opening times being more available would be a great help to people who are working, as the majority of appointments available are all during working hours and you have to take time off work to keep an appointment”

Are you getting access right?: 

Are you getting access right?

Are you getting access right?: 

Are you getting access right? When they got to the surgery… 24% of patients said they were seen on time 47% say they waited up to 15 minutes 21% waited 16 -30 minutes 8% waited 31 minutes or longer These figures have stayed steady Only 8% of patients were told how long they would have to wait 43% would like to have been told

Are you getting access right?: 

Are you getting access right? Take home messages Patients are generally very positive about primary care but… The public see access as part of “competent doctoring” 1 in 5 of your patients are sometimes or often deterred from contacting your practice because of your opening hours Half of your patients say they have difficulty getting through to you by telephone When they get to the surgery they would like to know how long they are going to be waiting

Are you getting access right?: 

Are you getting access right? www.pickereurope.org