As a valued patient of Moorcroft Surgery we would like to hear how you think we are doing and what you think we could look at to make things even better in the future.
We have written this questionnaire with help from our Patient Participation Group so we hope it looks at the areas that are important to you as a user of our Practice.
Please could we ask you to complete it as soon as you can (before Fri 16th March 2012).
The survey is completely anonymous and confidential. It is also multiple-choice so should not take more than a few minutes to do.
Thank you for your time.
1. How regularly do you use the Practice?
Rarely Occasionally Regularly Frequently
We appreciate that many patients need flexible opening times. We currently open 8.30am-8.00pm on Mondays and 8.30am-6.00pm Tuesday to Friday.
Considering our opening times, please tell us how much you agree with the following statements:
2. The Practice is open at times when I can attend an appointment
Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree
3. I am happy with the current opening times
If you call the Practice when we are closed you will be put through to an “Out Of Hours service provider” (either Local Care Direct or NHS Direct).
4. If you have ever called the Surgery and been put through to these please tell us how you felt about their service
Very happy Happy Not very happy Very unhappy Indifferent/Never used
5. Did you know that if you need an urgent appointment you will usually be seen the same day (or that a Doctor will call you to talk about the urgency of your symptoms)?
Yes No Unsure
6. How easy do you find it to get an urgent appointment with a Doctor?
Very easy Easy Difficult Very difficult Don’t know
7. Did you know that you can book non-urgent appointments up to 2 weeks ahead and that a few appointments are released each morning at 8.30am for the next 2 days?
8. How easy do you find it to get a non-urgent appointment with a Doctor?
9. How easy do you find it to get a suitable appointment with a Nurse or Healthcare Assistant?
10. If you have ever had difficulty booking an appointment why do you think this was? (tick all that apply)
There were no appointments available Your preferred date/time was not yet bookable on the system You couldn’t get through to book an appointment The appointment times offered weren’t any good to you The appointments available were not with the Doctor/Nurse you wanted to see There was another reason (please state)
11. How easy do you find it to cancel or rearrange an appointment?
12. If you could choose any way of booking/changing/cancelling an appointment which would you prefer? (tick all that apply)
Automated service on phone Speaking to staff member on phone Speaking to staff member in person On the internet (via website) By email or text Other (please state)
13. Which way do you prefer to be called in for your appointment?
Doctors/Nurses coming to waiting room to call you themselves Your name showing on the information/message machine on the wall (red LED display) with a beep Your name being called over the tanoy / loud-speaker Other (please make any suggestions)
We know there are issues with our current telephone system setup and we are looking into ways to make it better. You can help us to choose how to make it easiest for you.
14. If our lines are busy when you call, would you prefer the phone to:
Give an engaged tone Ring out unanswered Put you in a queue until someone can talk to you Answer your call and give you options including queuing or leaving a message for us to call you back
15. When you are in a queue which would you prefer to know?
How many calls are in front of you in queue How long you are likely to be in queue before it is answered
16. How do you feel about the information we give out to patients?
17. What kind of information and advice would you like to be able to get in this practice? (tick all that apply)
Information to help me manage my own health General advice such as support for stopping smoking and managing weight Practice information such as services available and opening times Information about other local health services Information about non-health services like council services Local community information Other (please state)
18. How would you like the Practice to communicate with you? (tick all that apply)
Practice notice boards and posters Practice Leaflet Health-related information leaflets Practice Newsletters Website updates and links Email Text messaging A sponsored television screen Open days Social networking (e.g. Facebook, Twitter etc) Community notice boards, posters and newsletters Other (please state)
19. Do you have enough opportunity to tell us what you like and don’t like about our Practice?
Our priority is looking after our patients. Please tell us how much you agree with the following statements:
20. I feel listened to by the clinical staff (Doctors, Nurses etc)
21. The clinical staff treat me with dignity and respect
22. The clinical staff talk to me in a way I understand
23. I am confident in the treatment I have from clinical staff
24. I have enough time with the Doctor or Nurse
25. Overall I am happy with the clinical care I receive
26. How do you feel about being involved in decisions about your care?
I am more involved than I want to be I am involved as much as I want to be I am not involved enough I do not want to be involved Not relevant to me
27. Which of the following methods of requesting a repeat prescription did you know of? (tick all that apply)
Sending request by post Requesting online via our website Completing a request form in the Reception Requesting through a Pharmacy or Pharmaceutical Agency
(Please note requests CANNOT be taken over the phone). Repeat prescriptions normally take 48 hours.
28. If you needed to check if a repeat prescription was ready, how would you prefer to do this? (tick all that apply)
Telephoning the Practice Emailing the Practice Texting the Practice The Practice texting/emailing you when it was ready Checking on our website
We want to make your visit to the Surgery as pleasant as possible. Please tell us how much you agree with the following comments:
29. The Practice is easy to access (physically)
30. The staff are friendly and approachable
31. The Practice is clean and tidy
32. Overall I think the Practice is welcoming
33. What distractions would you like to see in the waiting room to make your visit even better? (tick all that apply)
Daily newspapers Current magazines Regular/satellite television (e.g. News channel) Health-related information on TV Radio Practice Leaflets / Newsletters Noticeboards (Practice/Community) Other (please state)
34. In the last year how would you rate your overall experience of using the Practice?
Excellent Good OK Poor Very poor
35. What do you like most about the Surgery?
36. If you could change one thing to improve our Practice what would it be?
Other comments
Sex:
Male Female
Aged:
Under 25 25-44 45-64 65-84 85 or over
Ethnicity:
White Dual ethnicity Asian or Asian British Black or Black British Other Ethnic Group (please state)