The Staunton Group Practice

Patient Participation Group
Patient Experience Survey - ACCESS

Your feedback plays an important role in how the Practice operates, so please do not miss this opportunity to have your say! The PPG will be carrying out different surveys covering various topics raised by the PPG. We would like to invite all patients to attend our monthly meeting on the second Thursday of every month at 4pm - Morum House Seminar Room.

Our Patient Participation Group (PPG) is encouraging patients to give their views about how the practice is doing. They would like to be able to ask the opinions of as many patients as possible and are asking people to complete this brief survey and either complete online or hand it in at Reception.

PRACTICE ATTENDANCE
Question 1
How would you describe your overall satisfaction with the Practice Opening Hours?
Opening Hours are:8.30am to 7.00pm Monday to Friday
We are closed for lunch between 12:30 to 2:00pm every day except for Wednesday

Question 2
As a service user, please describe how often you come to the Practice?

QUALITY OF SERVICE RECEIVED
Question 1
How would you describe your OVERALL satisfaction with the Quality of the Service you have received in comparison to last year?

Question 2
How would you describe your overall satisfaction with the Quality of the Service you have received in comparison to last year from GENERAL PRACTITIONER (DOCTOR)?

Question 3
How would you describe your overall satisfaction with the Quality of the Service you have received in comparison to last year from PRACTICE NURSE?

Question 4
How would you describe your overall satisfaction with the Quality of the Service you have received in comparison to last year from RECEPTIONIST?

Question 5
How would you describe your overall satisfaction with the Quality of the Service you have received in comparison to last year from ADMINISTRATION?

Question 6
How would you describe your overall satisfaction with the Quality of the Service you have received in comparison to last year from SECRETARIAT?

APPOINTMENT SYSTEM
Question 1
How satisfied are you with The Appointment System - Ease of booking an appointment on the day with 'Any' GP?

Question 2
How satisfied are you with The Appointment System - Ease of booking an appointment on the day with a 'Named' GP?

Question 3
How satisfied are you with The Appointment System - Ease of booking an appointment up to 2 weeks in advance with 'Any' GP

Question 4
How satisfied are you with The Appointment System - Ease of booking an appointment up to 2 weeks in advance with a 'Named' GP?

Question 5
How satisfied are you with The Appointment System - Ease of cancelling an appointment?

Question 6
How do you normally book your appointments to see a doctor or nurse at the practice?
*Online booking coming soon

Question 7
Which of the following methods would you prefer to use to book an appointment at the practice?

Question 8
How satisfied are you with our texting (SMS) service for appointment reminders?

CONTACTING THE PRACTICE
Question 1
How would you rate your ease of getting through to the Practice by telephone?

PRESCRIPTIONS
Question 1
How would you describe your satisfaction with the Electronic Prescription Service (EPS)Please leave this question blank if you do not use this service?

Question 2
How would you describe your satisfaction with the Repeat Prescription Service - COLLECTING YOUR OWN REPEAT PRESCRIPTION?
All prescriptions are prepared for collection 48hrs after the time of drop off - NOTE: Prescriptions dropped off at/after 6.30pm will be processed on the basis of next day morning receipt

Question 3
How would you describe your satisfaction with the Repeat Prescription Service - REPEAT PRESCRIPTION COLLECTED ON YOUR BEHALF?
All prescriptions are prepared for collection 48hrs after the time of drop off - NOTE: Prescriptions dropped off at/after 6.30pm will be processed on the basis of next day morning receipt

Question 4
How do you normally order your repeat prescriptions?
*Online repeat prescription ordering coming soon

Question 5
Which of the following methods would you prefer to order your repeat prescriptions?

WAITING TO BE SEEN
Question 1
How long do you usually spend waiting to be seen by a clinician, beyond your appointment time, once you arrive at the surgery for a GENERAL PRACTITIONER appointment?

Question 2
How long do you usually spend waiting to be seen by a clinician, beyond your appointment time, once you arrive at the surgery for a PRACTICE NURSE appointment?

PREMISES
Question 1
How would you describe your satisfaction with the Practice Premises - Disabled Access for those with physical/sensory impairment?

Question 2
How would you describe your satisfaction with the Practice Premises - Cleanliness of building internal?

Question 3
How would you describe your satisfaction with the Practice Premises - Cleanliness of building external?

Question 4
How would you describe your satisfaction with the Practice Premises - Information available throughout the Practice - leaflets, posters, patient call system etc.?

CARE GIVEN BY THE PRACTICE
Question 1
In general, how satisfied are you with the care you get at the Practice?

Question 2
Would you recommend Morum House Medical Centre to someone who has just moved to the local area?

ABOUT YOU
To make sure we try to speak to a representative sample of the patients that are registered at this Practice, are you?

Are you?

Are you?

Do you have carer responsibilities for anyone in your household with a long-standing health problem or disability?

The information you supply us will be used lawfully, in accordance with the Data Protection Act 1998. The Data Protection Act 1998 gives you the right to know what information is held about you, and sets out rules to make sure that this information is handled properly.

Please provide additional feedback for the PPG to review. Please include specific reference to improvements and suggestions in your comments.
(30 words maximum please)

If you are happy for us to contact you regarding any aspect of this survey, please provide your contact details below (Name; Address; Telephone - home/mobile; Email)
Or email: staunton.group@nhs.net

During 2013, a 'Virtual PPG Members' area will become accessible via the Practice Website www.morumhouse.nhs.uk - please let us know if you would like to receive information nearer the time

Your email address

The results of all PPG surveys will be publicised on the PPG Notice Board in Reception and on the Practice Website - http://www.morumhouse.nhs.uk/