78% 13% 9% - New Eltham Medical Centre

FFTMonthlySummary:February2017
DRJLAL'SPRACTICE
Code:G83628
SECTION1
CQRSReporting
CQRSReporting
FFT001
FFT002
FFT003
FFT004
FFT005
FFT006
FFT007
FFT008
FFT009
FFT010
FFT011
FFT012
57
19
8
9
4
1
0
0
0
98
0
0
Notes: 1. TheCQRSReportingtablescoresaboveshouldbeentereddirectlyaspresentedintotheCQRSSystem.ForfurtherinformationpleasecontacttheCQRSservice
deskon08004402777oremailthematcqrsservicedesk@gdit.com.Pleaseselectthe'DataSubmission'tabfromthemainmenu.
SECTION2
ReportSummary
302
SurveyedPatients:
98
Responses:
SMS-Autopoll
ExtremelyLikely
Likely
Neither
Likelynor
Unlikely
Unlikely
Extremely
Unlikely
Don’tKnow
Total
57
19
8
9
4
1
98
57
19
8
9
4
1
98
58%
19%
8%
9%
4%
1%
100%
SMS-UserInitiated
Tablet/App
Web/E-mail
ManualUpload
Total
Total(%)
SummaryScores
78%
13%
9%
NHSScoringGuidance
RecentguidanceissuedbyNHSEnglandhasconfirmedthemoveawayfromthe‘NetPromoter’scoringmethodologytoasimpler‘PercentageRecommended’and
‘PercentageNotRecommended’method.
Thepercentagemeasuresarecalculatedasfollows:
Recommended(%)=
NotRecommended(%)=
extremelylikely+likely
extremelylikely+likely+neither+unlikely+extremelyunlikely+don'tknow
extremelyunlikely+unlikely
extremelylikely+likely+neither+unlikely+extremelyunlikely+don'tknow
x100
x100
ForfurtherinformationabouttheselectionofthescoringmethodpleaseseetheNHSFFTReviewpublishedinJune2014here:
http://www.england.nhs.uk/ourwork/pe/fft/fft-test-review/
SECTION3
PracticeScoring
PracticeScore:'Recommended'Rank
YourScore:
78%
PercentileRank:
15TH
0%
50%
100%
Lower
50%
LowScore
Mid
78%
100%
HighScore
Notes: 1. Displaythe'Recommended'scoreandpercentileforcurrentreportingmonth.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
3. Percentilerepresentshowyour'recommended'scorecomparestoallotherpracticesmanagedbyiPLATO.Yourscoreof15thpercentilemeansyourpracticescored
above15%ofallpractices.
FriendsandFamilyScore
PracticeScore:'Recommended'Comparison
105%
100%
95%
90%
85%
80%
75%
70%
65%
60%
55%
50%
45%
01/02
03/02
06/02
08/02
10/02
AllPractices
15/02
18/02
23/02
DRJLAL'SPRACTICE
Notes: 1. Practicescorecomparisonof'recommended'scoresonly.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
PracticeScore:'Recommended'DemographicAnalysis
Age
Gender
<25
25-65
65+
AllPractices
80%
86%
93%
DRJLAL'SPRACTICE
50%
82%
81%
AllPractices
87%
DRJLAL'SPRACTICE
86%
69%
83%
Notes: 1. Scoresforcurrentreportingmonth.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
FFTScore%
PracticeScore:DayoftheWeekAnalysis
110%
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Monday
Tuesday
Wednesday
Recommended
Thursday
NotRecommended
Notes: 1. PracticeperformancebyDayoftheweek.Representsactualscoreforall'days'duringreportingperiod.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
Friday
Saturday
SECTION4
PatientResponseAnalysis
Responses
PatientResponses
24
22
20
18
16
14
12
10
8
6
4
2
0
01/02
03/02
06/02
08/02
Recommended
10/02
NotRecommended
Notes: 1. Totalresponseshistoricbyday.
2. Representsactualresponsesreceivedfromallmethods.
3. ResponsesclassifiedasperNHSguidelines.Seescoringguidancesection.
15/02
Passive
18/02
23/02
SECTION5
PatientFreeTextComments:Summary
Thematic
TagCloud
ReceptionExperience
19
ArrangementofAppointment
16
ReferencetoClinician
33
professional
never
always caring rea
ho
we
ve
r
important
good
far
Notes: 1. Thematicanalysisforcurrentreporting
month.
2. Thematicanalysiscoversthemost
discussedthemesbyanalysing
sentencefragementsandisnotan
exhaustiveanalysisofalltalkingpoints.
3. Tagcloudisrenderedusingthemost
usedpresentparticipleverbs,gerund
verb,adverbsandadjectiveswherethe
wordfrequencyisreflectedintextsize.
mu
ch
fin extremely
ho
ally
stil
e
welcome
wa
stin
difficult
g
lly
us merging
ua
lly
wrong fi
ma
fth
comfortable
ny
ever
unnecessarily
just
later
punctually sim
sh
ple
lim ocki alm disgusting
previous
ite ng n os
b
ow t
d
well
ne rief
w
online
nice
efficiently
respectable
ye
t
clearly
inf
ho
orm
little
ldin
ati
g
ve
win
co
de
r
c
rec lea
still
d
even fully
t
r
excellent fa
making
specifically
ap co
n
go
pa m
rea ta
arrogant
ing
s
l
p
s
l
dy tic
ee ing let
quick
ely
ing
originally
waiting
polite
l
o
ng promptly
av eff
l
o
h
a
i
v
c
also ila
a
ely
i
gre b
e
p
nt py
at le
empty slowly
unhelpful
ea accurate
rly
dif addit
fer ion
en al
t
PatientFreeTextComments:Detail
Notes: 1. FreeTextCommentreceivedforcurrentreportingmonth.
2. ClassificationbasedoninitialresponsetoQ1ratherthancontentofmessage.
3. Legend: Consenttopublishcomment/ Noconsenttopublishcomment
Recommended
Friendlydoctorsandstaff
DrAuroraissuchagreatdoctor
Textalerts,bookingissimpleandfriendlystaff.
Previousdoctorsdidnotfollowuponthingsliketheysaytheywould
Satisfiedwithappointmentdoctor
Receptionistanddoctorveryfriendly.
Thereceptionistwasveryhelpfulandthenursewasverygoodwhichisimportantwhenyouhavetohavesmeartests
Seenontimeandefficiently.
DrMcAdamwaslovely,kind,andrespectable.Agreatdoctor,whoiwillalwaysspecificallyaskfor.Hopeshecontinuestoremainpatientcentreddespiteworkloadpressures.
Timegiventodiscussillnessandconcerns.Thepromptandcorrectdiagnosisorreferraltohospital.Andofcoursethecourtesyandfriendlessofdrsandfrontstaff.
DrYogaisthebestdr
Verynicecaringdoctors
I'mveryhappy.DrLokumunderstoodmewellandwillsolvemyproblem
VerygoodinallaspectsandeveryoneextremelyHelpfulandpolite
IfelttheDoctorhadtimetolistentome.
Thedoctorsandnursesarelovelyalthoughthefrontseatcouldbealittlemorepolite
Youcannevergetthroughonthephoneandwhenyougettothefrontofthequeueyougetcutoffandyoucan'tgetanappointmentthesameweekyouringsotheDr'saren't
availablewhenneededandthereceptionistsaren'tverycustomerfriendly.
Providedagoodservice
Professionalandcaring
Goodcare
EfficientstaffclearlydoingtheirbestunderpressureofNHScuts.Ialsolikethattelephoneconsultationsareofferedifnoappointmentsareavailable.
Thedoctormadeusfeelcomfortableandassuredinthetreatment-relaxedandlovelyapproach
Goodservice
Goodserviceandefficient.
Thedoctorwasclear.
Helpfulandfriendly
Doctor
DrAroraisthebestDoctorihavemetin30years
Doctordidn'thurrymeunnecessarilyandwedidn'tspendwasteanytimeatall.ShegavefantasticserviceandIwasveryhappy
Noproblemwithvisittodayhoweverdisapointingappointmentsareforaweekafterdayyoucomeintosurgery.
Ifeltmyvisitwasverysucessful,thedoctorlistenedtomeandgaveexpertadviseandIfeltincludedintheprocess.
Ihadnoproblemsthere
Seenpunctuallyforachange!
Locality
QuickestI'veeverbeenseeinganurseordoctor.
Thereceptionists,MandyandCarolareveryhelpfulandDrAroralistens.
IfIcouldgetanappointmentquickerthenitwouldbeexcellent
Iwasseenverypromptly.Questionsansweredfully.
Experiencedstaff.Averyfriendlywelcome.Advicealwaysgiventoanyqueriesyoumayhave.
Friendlyandhelpfulstaff
Drwasveryfriendlyandlistened!WhichifthenurseIoriginallysawdidIwouldn'tbeinapositionforadifferentprescription
Appointmentontimeprofessionalservice
Iamhappywiththeservice.
BecauseIhavealwayshadverygoodservice.
Averyefficientandfriendlyservice
Ihavealwaysbeensatisfiedwiththeserviceprovided&cannotfaultDrArora
Quickandefficentservice
IhavefaithinmyDr&receptionistsareveryhelpfulONLY
Happyreceptionistandseenpromptlybythenurse
IthinkDrMcAdamisverygood.AlsoreceptionistatNewElthammuchmorehelpfulthantheoneIusuallydealwithatBlackfen
Veryfriendlyandefficientstaff
Goodserviceandfriendlystaff
NotRecommended
Becauseihadtowaitfartoolongforanappointment.Ic
HAdtowait20minutesbeforethephonewasansweredthenwastoldIhadtowait2weeksforanappointment.ThenIwastoldIwillgetaohonecallfromadoctorwhichIstill
haven'thadandthenIwasaskedforabriefexplanationwhatwaswrongwithmeandthereceptionisttookoffencewhenItoldherIwasn'tpreparedtodiscussitwithher.
Disgustingandshocking
Ispentover12.50inmakingcallstoyou.WhenIfinallygotthrough,therewasn'tanyappointments.WhenIcameformyappointmentIhadtowait45minutestoseethedoctor.
Veryunhelpfulreceptionist,notveryfriendlyandarrogant.
Lackofaccuratediagnosisonmostocassions
Cannevergetanappointment!
Appointmentsystem,havingtowaitaweektomakeanappointmentthenwaitinganadditional10daystoseethedoctor.
LongwaittoseeaDocter.That'sifIcanevenseeone.Myprescriptionsareneverreadywhentheyshouldbe.HavetohaveholidaysjabsyetIhavetogetaprescriptiontaketo
chemist,payforit.ThentaketoDocterswhostoreit,tillIcangetaappointmenttohavethejabsinjected.Whatalongwindedprocedureforajab!
Passive
Ihadbookedatenminuteapptonline.Iarrivedtenminutesearlytoanalmostemptyreception.Itslowlyfilledup.Iwasnotcalleduntil20minutesaftermyappttime.Therewas
noapologyorindicationwhileIwaswaiting.
Thephonesystemisappalling,Icannevergetthroughandalwaysendhavingtogotosurgerytomakeanappointment.TodayItriedtocallin3timesandwasfifthinlinetobe
answeredafter10minsholdingIgotcutoffeachtimeasIwasabouttobeconnected.IhavethesameproblemeverytimeIcallnow.
Can'tgetthroughonphonesinaquestthengetcutoff..andsincemergingcan'tgetappointments
WantedtogetaprescriptionforthepillendedupwastingmytraveljusttogotheretogetmybloodpressuredonetobetoldIhavetogetmyprescriptioninacoupleofhours
time..Soogoingtowastemoretravellatertopickitup
Couldnotcompletelydiagnose
Difficulttogetanappointment.Thereneedstobeawalkinnursepractitionerlikemanyotherpractices.
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