The Hildenborough & Tonbridge Medical Group (HTMG) Patient Survey 2011
The purpose of this survey is to help us make sure we as a practice provide the highest standard of care to our patients. Your answers will help us to identify areas that may need improvement and we value your opinions. All responses are confidential.
Please answer the questions by choosing the answer that most closely matches your experience.
Making appointments and speaking to Doctors (GPs) or Practice Nurses at HTMG
Q1 When did you last see or speak to a GP at HTMG?
Q2 When did you last see or speak to a practice nurse at HTMG?
Q3 Generally, how easy is it to get through to reception at HTMG on the phone?
Q4 How helpful do you find the receptionists at HTMG?
Q5 In the reception area, can other patients overhear what you say to the receptionist?
Q6 Which of the following methods would you prefer to use to book appointments at HTMG? Tick all the boxes that apply
Thinking of times when you want to see a particular doctor
Q7 How quickly do you usually get seen?
Q8 How do you rate this?
Thinking of when you are happy to see any doctor
Q9 How quickly do you usually get seen?
Q10 How do you rate this?
Q11 Last time you wanted to see or speak to a GP or Nurse at HTMG – What did you want to do?
Q12 And when did you want to see or speak to them?
Q13 Were you able to get an appointment to see or speak to someone?
Q14 What type of appointment did you get?
Q15 How long after initially contacting the surgery did you actually see or speak to them
?
Q16 How convenient was the appointment you were able to get?
Q17 If you weren’t able to get an appointment or the appointment offered wasn’t convenient, why was that?
Q18 What did you do on this occasion?
Q19 Overall, how would you describe your experience of making an appointment?
MISSED APPOINTMENTS
On average 276 appointments are missed by patients every month which is frustrating both for the Practice and patients. We are often asked how we can change this, to help us understand the reasons for patients missing appointments, and to look at ways to prevent this in the future, it would be helpful if you could answer the following questions
Q20 Have you missed an appointment within the last 12 months?
Q21 What is the main reason you did not attend your appointment/s – please tick all that apply
If other, please state:
Q22 What would have helped you to remember your appointment - or to have cancelled it when you knew that you could not attend?
If other, please state:
WAITING TIMES
Q23 How long after your appointment time do you usually have to wait to be seen?
Q24 How do you feel about how long you normally have to wait to be seen?
CONSULTATIONS WITH GPs AND NURSES AT HTMG
Thinking about the last time you spoke to or saw a Doctor at HTMG, how good was that GP at each of the following?
Q25 Giving you enough time?
Q26 Listening to you?
Q27 Explaining tests / examinations and / or treatments?
Q28 Involving you in decisions about your care?
Q29 Treating you with care and concern?
Q30 Did you have confidence and trust in the Doctor you saw or spoke to?
Thinking about the last time you spoke to or saw a Practice Nurse at HTMG, how good was that Nurse at each of the following?
Q31 Giving you enough time?
Q32 Listening to you?
Q33 Explaining tests / examinations and / or treatments?
Q34 Involving you in decisions about your care?
Q35 Treating you with care and concern?
Q36 Did you have confidence and trust in the Nurse you saw or spoke to?
PRACTICE OPENING HOURS
The usual opening hours for HTMG are 8 am to 6.30 pm
Q37 How satisfied are you with the hours that HTMG is open?
Q38 Which of the following additional opening times would make it easier for you to see or speak to a doctor or nurse?
If none, please state what times would be convenient for you:
Q39 Were you aware that HTMG has pre-bookable appointment times on Saturday mornings from 8 am to 12 noon at Hildenborough Medical Centre and on Monday evenings from 6.30 pm to 8 pm at Trenchwood Medical Centre to assist those who cannot attend during normal working hours?
LOCAL HEALTHCARE SERVICES
Q40 In the last 6 months have you had support from local services or organisations to help you to manage any long-term health conditions?Please think about all services and organisations, not just health services.
Q41 Have you ever accessed any of the following health professionals attached to HTMG? If you have, please would you rate how satisfied you were with the service / treatment you received. If you have no experience of the service please select 'Not Relevant'.
Counsellors
District Nurses
Health Visitors
Hi Kent, Hearing Service
Midwives
Paula Carr - Diabetic Eye Screening
Podiatrists
Psychiatric Nurses
School Nurses
Any other comments regarding these or any other attached services?
OUT OF HOURS SERVICES
Questions 42 to 47 are about contacting an Out Of Hours GP service when the Practice is closed – eg South East Health at Tonbridge Cottage Hospital. Do not included contact with NHS Direct or visits to Minor Injuries Units or A&E (Accident & Emergency) Departments at hospital.
Q42 Do you know how to contact an Out Of Hours GP when the surgery is closed?
Q43 In the past 6 months, have you tried to call an Out Of Hours GP service when the surgery was closed?
Q44 How easy was it to contact the Out Of Hours service?
Q45 How did you feel about how quickly you received care from the Out Of Hours service?
Q46 Did you have confidence and trust in the Out Of Hours clinician you saw or spoke to?
Q47 Overall, how would you describe your experience of Out Of Hours Service?
ACCIDENT & EMERGENCY (A & E) SERVICES
We are interested to hear about our patients experience at the local A&E departments, and to look at ways to help our patients avoid unnecessary visits to A&E.
Q48 Have you attended A&E in the last 6 months?
Q49 Why did you go there? Please tick all that apply
Q50 How did you travel to the A&E Department?
Q51 When you attended A&E how long did you wait to be seen by a Nurse or Doctor?
Q52 How long did you spend in total in A&E?
Q53 What was the outcome of your visit to A&E?
Q54 Do you think that your visit to A&E could have been avoided?
If yes please comment on how your visit could have been avoided
MINOR INJURIES UNIT SERVICES
We are interested to hear our patients experience at the local Minor Injuries Units (eg at Sevenoaks Hospital), and to look at ways to help our patients avoid unnecessary visits to Minor Injuries Units.
Q55 Have you attended the minor injuries unit eg at Sevenoaks Hospital, in the last 6 months?
Q56 Why did you go there? Please tick all that apply
Q57 When you attended Minor Injuries how long did you wait to be seen by a Nurse or Doctor?
Q58 How long did you spend in total in the Minor Injuries Unit?
Q59 What was the outcome of your visit to the Minor Injuries Unit?
Q60 Do you think that your visit to the Minor Injuries Unit could have been avoided?
If yes please comment on how your visit could have been avoided
SOME QUESTIONS ABOUT OUR FACILITIES AND SERVICES
Q61 Which Medical Centre / Surgery do you usually attend?
Please answer the following questions thinking about the medical centre/surgery that you usually attend.
Q62 Do you find the parking facilities adequate?
Q63 Do you find it easy to access the Medical Centre/Surgery?
Q64 Do you find it easy to book in for your appointment on arrival? (Not applicable to Leigh & Weald)
Q65 We had to change our system of calling patients in for their appointment due to hygiene concerns with our number system, how do you find the current system of calling patients to see the Doctor or Nurse?
Any comments on the current system?
Q66 Do you find the waiting room facilities adequate?
Q67 How would you rate the cleanliness of the medical centre / surgery you usually attend?
Q68 IF you are disabled, do you find it easy to access and use the medical centre / surgery?
If no, what other facilities would you like to see made available?
Q69 Is there enough information available in the waiting room regarding the practice/ local services / Illness prevention / healthy lifestyle advice etc?
What other information would you like to see made available?
Q70 Is the reminder system adequate – eg reminders for annual health checks / screening where appropriate?
Q71 Have you ever looked at the HTMG website for information ( www.htmedicalgroup.co.uk ) ?
What other information would you like to see on the website?
Q72 Overall, how would you describe your experience at HTMG?
Q73 Would you recommend HTMG to someone who has just moved into the area?
Q74 Is there any other comment you would like to make about your experience of HTMG?
To help us analyse your answers please tell us a few things about yourself:
Q75 Are you male or female?
Q76 What age are you?
Q77 What is the ethnic background with which you most identify?
Thank you very much for taking the time to complete this survey, you help is appreciated.