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We would be grateful if you would complete the following short survey. We strive at the Lennard Surgery to offer our patients the best experience possible when they require medical attention. The answers and results of this survey will help us to review our procedures and make improvements where possible.

Please answer all the questions (with an X if not completing this online) - some questions may require more than one answer. There are also text boxes available if you wish to make comments about a specific area.

All answers are confidential. We are unable to comment or reply about individual medical queries.

Thank you

ACCESS TO CLINICAL SERVICES

Our Patient Participation Group identified 3 areas of improvement and the following questions relate to those items.

Booking Appointments in Advance

How important is it for you to be able to book appointments in advance?

  88%
  8%
  4%

How easy is it to book an appointment within 7 days?

  8%
  33%
  31%
  24%
  0%
  1%
  3%

How easy is it to book an appointment further ahead (up to one month)?

  15%
  23%
  17%
  29%
  3%
  10%

If you wanted to make a routine, non urgent appointment for a doctor or nurse, how far ahead would you prefer to book?

  18%
  36%
  22%
  13%
  6%
  2%
  3%

What time of day would you prefer your appointment?

  22%
  28%
  3%
  12%
  14%
  16%
  5%

Seeing the Same doctor

Is there a particular GP that you usually see or speak to?

  73%
  24%
  3%

How often do you see or speak to this GP when you need treatment or advice?

  26%
  24%
  28%
  6%
  5%
  11%

Were you offered another GP?

  53%
  12%
  6%
  19%
  10%

If you did not accept the offer to see another GP, for what reason? (You can choose more than one answer)

  1%
  20%
  6%
  38%
  7%

Do you know on which days your usual GP works?

  21%
  71%
  8%

Evening Appointments

The surgery is normally open until 6:30pm. Would you be likely to want an appointment after that time?

  6%
  15%
  31%
  29%
  13%
  3%
  3%

If you were likely to want an appointment after 6:30pm, when would it be?

  47%
  15%
  2%
  1%
  35%

What types of appointment would you be likely to attend in the evening? (You can choose more than one answer)

  50%
  57%
  22%
  17%
  9%
  11%
  16%
  1%

SERVICE IN THE SURGERY

Our Patient Participation Group identified 3 areas of improvement and the following questions relate to those items.

Waiting Times in the Surgery

As an estimate, how long do you think you wait to be seen by the DOCTOR after your routine appointment time?

  5%
  17%
  35%
  26%
  12%
  5%

As an estimate, how long do you think you wait to be seen by the NURSE after your routine appointment time?

  28%
  33%
  21%
  9%
  1%
  8%

In your opinion, what is a reasonable length of time to wait to be seen by any clinician after your appointment time?

  5%
  10%
  47%
  14%
  8%
  9%
  7%

If you attend a 'Same Day' appointment there is a risk of consultations over running due to the type of medical treatment required (sometimes emergency cases which need monitoring and sending to hospital). How long would you be prepared to wait for your appointment?

  1%
  10%
  15%
  17%
  13%
  38%
  6%

If your Same Day appointment was delayed considerably, what would be your preferred alternative?

  55%
  12%
  18%
  3%
  7%
  5%

Understanding Consultations

How thorough was the doctor when they asked you about your symptoms and how you were feeling?

  71%
  23%
  1%
  0%
  0%
  5%

How well did the doctor listen to you?

  78%
  15%
  0%
  0%
  0%
  7%

How well did the doctor explain your problem and/or any treatment?

  78%
  18%
  0%
  0%
  0%
  4%

Please think about the last appointment you had with a doctor. Rate your level of understanding after that consultation.

  78%
  16%
  1%
  0%
  0%
  5%

How do you help yourself to understand what the doctor is saying? (You can choose more than one answer)

  85%
  8%
  1%
  15%
  2%

If you have any other comment about Understanding Consultations, please write in this box

Prescriptions

Are you on regular (repeat) medication?

  86%
  10%
  4%

How do you order your prescription?

  40%
  27%
  0%
  16%
  5%
  3%
  9%

How long do you expect to wait until you receive your medication?

  8%
  7%
  49%
  19%
  4%
  1%
  0%
  12%

What problems have you experienced with prescriptions and medication (repeat or one off items)? (You can choose more than one answer)

  35%
  8%
  5%
  4%
  2%
  8%

If you had a prescription query, please rate how well it was dealt with

  36%
  24%
  8%
  1%
  14%
  17%

Please give any comments or suggestions in the box below to help us improve our prescription service

Reception Staff

How do you normally book appointments? (You can choose multiple methods if you wish)

  38%
  80%
  17%
  0%

Which method(s) would you prefer to use to book appointments?

  28%
  64%
  36%
  0%

How helpful do you find the reception Staff?

  53%
  31%
  6%
  5%
  0%
  5%

If you have found the reception Staff to be unhelpful, please give example(s)

What positive behaviours have you experienced from the reception Staff in the past? (You can choose more than one answer)

  59%
  71%
  60%
  22%
  29%
  12%
  6%

What negative behaviours have you experienced from the reception Staff in the past? (You can choose more than one answer)

  11%
  10%
  12%
  4%
  10%
  2%
  63%

THE SURGERY BUILDING

Our Patient Participation Group identified 3 areas of improvement and the following questions relate to those items.

The Waiting Room

Which POSITIVE statements would you use to describe the surgery waiting room? (You can choose more than one answer)

  28%
  38%
  48%
  41%
  20%
  57%
  18%
  69%
  20%
  13%
  1%

COMMENTS

Which NEGATIVE statements would you use to describe the surgery waiting room? (You can choose more than one answer)

  7%
  28%
  40%
  15%
  3%
  5%
  2%
  18%
  1%
  14%
  8%
  0%

COMMENTS

Privacy

Which Privacy issue concerns you most?

  12%
  31%
  7%
  1%
  0%
  0%
  1%
  48%

Do you know if you can ask to speak to a member of the team confidentially, away from the front desk?

  8%
  35%
  52%
  5%

Sometimes the GPs are assisted by a specially qualified nurse and patients are asked about their reason for visiting in order to select the right patients. Would you be happy to give this information for this selection process?

  82%
  8%
  10%

Toilet Facilities

Please rate the toilet facilities in the surgery

  32%
  29%
  3%
  0%
  28%
  8%

If you felt they were not good, please say why in the box below

What improvements could be made?

To help us analyse your answers please tell us a few things about yourself:

Are you male or female?

  36%
  56%
  8%

What age are you?

  0%
  2%
  7%
  14%
  17%
  19%
  19%
  14%
  1%
  7%

What is the ethnic background with which you most identify?

  96%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  4%

How would you describe how often you come to the practice?

  48%
  39%
  7%
  6%

Many thanks for taking the time to complete our survey