From: Patients’ perception of safety climate in Irish general practice: a cross-sectional study
Safety Climate Domain | n (%)a | Exemplar quotes | |
---|---|---|---|
Communication & feedback | Good practice | 14 (14.6%) | “I was particularly impressed by the communication between nurses and doctors within the practice” “One GP is very good at their job and listens to my concerns” |
Poor practice | 15 (15.6%) | “My GP rushed a phone call about scan results and took no time to answer questions” “As a parent, I felt my theory/opinion was ignored and antidepressants were early on for a child” | |
Access & timeliness | Good practice | 2 (2.1%) | “They are very efficient with appointment time and the longest I have waited in the waiting room is 10 min” “This [waiting time] doesn’t bother me as they are usually fitting me in” |
Poor practice | 17 (17.7%) | “It is difficult to get an appointment. There is usually a wait of at least a week unless it’s an emergency” “My GP couldn’t see me that day to just check it so I had to wait a day to get in, unable to walk” | |
Staff competence | Good practice | 8 (8.3%) | “My GP is exceptional…She’s extremely highly skilled and seems to know everything about everything” “My GP was always very knowledgeable” |
Poor practice | 13 (13.5%) | “GPs should learn more about ethnic minorities and the health issues that affect them. I usually get misdiagnosed when I go to the GP” “In one situation the GP explained himself that he did not know how to do a speculum exam and referred me to another doctor” | |
Dignity & respect | Good practice | 8 (8.3%) | “I’m blessed to finally have found a practice that treats patients with ME/CFS with care, respect, dignity and time” “Doctor, practice nurse and staff are very kind and always treat patients with patience and respect” |
Poor practice | 8 (8.3%) | “Feel like a burden, treated with disrespect at times” “The doctors can be a bit condescending sometimes when you’re telling them information you don’t know is relevant or not” | |
Job demands | Good practice | – | – |
Poor practice | 16 (16.7%) | “They are extremely busy, and you get the sense it is a stressful environment to work in” “I feel the GPs are so rushed that sometimes they just don’t have sufficient time to spend with acute patients” | |
Co-ordination of care | Good practice | 1 (1.0%) | “GP practice is quite new and seems to be well organised” |
Poor practice | 9 (9.4%) | “Have to follow up to ensure referrals are made” “We often see different doctors, so part of the appointment is taken up giving the GP your history” | |
Risk perceptions | Good practice | 8 (8.3%) | “I would consider my GP practice to be very safe and efficient” “Always felt the safety of care was adequate” |
Poor practice | 1 (1.0%) | “If I was a new patient in the practice, I would not feel totally safe” | |
Facilities & equipment | Good practice | 1 (1.0%) | “Waiting area is clean and tidy” |
Poor practice | 4 (4.2%) | “I’m a wheelchair user, examination bench is not accessible to me. Toilet facilities also not accessible” “No alcohol/disinfectant hand gel anywhere in the waiting/public areas” | |
Teamwork | Good practice | 3 (3.1%) | “The staff get along so well, and I receive exceptional treatment at all times from all staff” “The receptionist is a valued member of the medical staff. Just as helpful and always ensures that all messages are sent to the GP. |
Poor practice | 1 (1.0%) | “Two GPs in the practice seem to disagree and one has criticised the instructions the other gave me on several occasions” | |
Safety systems | Good practice | – | – |
Poor practice | 1 (1.0%) | “There is no ‘red flag’ system, if for example, someone has severe chest pain” |