Enventure Research was appointed by the NHS Wakefield Clinical Commissioning Group (CCG) to engage with patients of the King Street Health Centre GP practice regarding the future of the centre. The King Street Health Centre has over 3,500 patients and was recently rated as ‘Good’ by the Care Quality Commission (CQC). The largest age demographic covered by the practice is patients aged 20-39 and there are a large number of patients from Eastern Europe registered with the practice.
The practice has experienced some problems with covering all of the GP shifts, and as the contract for the GP practice is approaching its natural end, the CCG is in the process of reviewing the service in its entirety to ensure it meets the needs of the local population. To help it make the right decision regarding the future of the King Street Health Centre, the CCG wished to engage with its patients and explore two options: to try to extend the current service, either with the current organisation or a new one; or to support patients to register at other surgeries instead.
A survey was designed by NHS Wakefield CCG, with input from the current provider, which asked five key questions regarding the GP service at King Street Health Centre. Topics covered included things that currently work well with care provided at the Centre, things that could be improved, worries about changes to the service, support needed in registering at another practice and patients were also offered the option to provide any other comments about the GP service at the Centre. Demographic information was also collected to allow comparison of responses across subgroups.
The survey was administered in paper format as a postal questionnaire and also in an online format. Considering the demographics of the practice, the survey was also translated into Polish. It was distributed via post by King Street Health Centre to each household registered with the practice, along with a covering letter which outlined the two options open to the CCG and asked for patient feedback on the service. The link to the online version of the survey was provided in the covering letter for those patients who preferred to give their feedback online. The survey was also promoted via email and text reminders to patients by the practice, at the Health Centre on the information screens and at patient drop-in sessions organised by CCG staff. Translation services were available at some of these drop-in sessions to help residents have their say.
The survey was live over a twelve week period and 223 completed responses were received during this period. At the end of the survey period, Enventure Research provided Wakefield CCG with a report detailing the findings. As all of the survey questions were open-ended, the responses were first sorted into a number of categories and themes, allowing them to be visually presented as charts. Where possible, subgroup analysis was undertaken to explore the results provided by key subgroups, such as gender, age, ethnic group and disability status.
The results will support the CCG in ascertaining the best option for the future of the King Street Health Centre.