June 2012
This questionnaire is designed for issue to patients to assess and improve the services provided by the practice.
Questionnaire
You can help the Practice to improve its services.
If you are completing this questionnaire after a recent visit to the surgery (within the last month) please indicate who you saw :-
Doctor Practice Nurse Treatment Room Blood Test Nurse
Name of Doctor/Practice Nurse (if applicable):
Telephone Access
As the practice runs a same day appointment system, the phones are extremely busy for the first hour of the day. To improve the patient experience which of the following options would you prefer :-
1. I am happy with the current model
YES NO
(rings engaged if all lines are busy)
2. I would prefer a call stacking system
( a queuing system with the patient then making an informed choice as to whether to wait in the queue or try later )
3. I would prefer an automated service
(caller offered a series of directional messages/ different options to select)
Please note – the cost of the call is to the patient
The Appointment System
The practice offers same day access for patients to see the GP when they are ill and offers a limited number of pre-bookable (non urgent) appointments to allow patients to access their GP of choice. However, the list size dictates that patients are unlikely to be able to see the same GP every time. The practice is interested in any issues you may have experienced with the appointment system.
4. How do you rate the same day appointment system?
No Experience Poor Fair Good Very Good Excellent
5. Convenience of day and time of your appointment
6. Seeing the Doctor of your choice
7. Length of time waiting to see the Doctor or Nurse
Other Comments about the appointment system, considering the practice statement above.
Current Services
We have been working with our Patient Participation Group and from their feedback as service users, it is clear that not all patients are aware of the range of services available within the practice
8. Did you know you can book a telephone consultation with a GP of choice whenever they are working in the practice ?
9. Did you know that you can request some administrative procedures/leave a message for your GP without needing to make appointment ?
(eg request a further fit for work certificate.)
10. Did you know you can book appointments and order repeat prescriptions on line?
(ask for login details at reception)
Note – appointments on line are routine advance appointments, not same day
11. Did you know there is a suggestions box in the surgery for patient feedback ?
(Suggestion/prescription box on reception or facility on web site)
12. Did you know the practice has a Patient Participation Group ?
(application forms in the waiting area or on the web site if you would like to get involved)
Providing Additional Services
We are keen to seek out the views of patients on what other aspects of health care they would like to be available/be developed within the practice. T he patient participation group are working with the practice investigating this. We would be interested in your views on the following :-
13. Would you be interested in patient support groups for chronic diseases (eg asthma, diabetes, hypertension)
And/or support groups for carers of patients with chronic disease?
If yes, in which areas ?
14. Would you be interested in health education events ?
e.g. healthy living, weight management, exercise for health
Please suggest areas that might interest you
Keeping Patients Informed
Feedback tells us that poster campaigns are largely ineffectual for keeping patients informed and of course, patients have to attend surgery to access the information. We would like to know how you would prefer to be contacted/hear about the services the practice provides.
15. Which of the following would you use to find out information about the practice? ( Please select as many option as you wish).
Newsletter Website Posters In-Surgery TV eMail Social Networks
And in which format ?
Large Print Braille
Other / other language (please specify)
16. We are currently considering a SMS text messaging service. What do you think we should consider communicating in this way?
Appointment Reminders Test Results Available
Other
About the staff
How do you rate the following:-
17. The information provided by the reception staff
18. The helpfulness of the reception staff
19. How do you rate the self arrival touch screen facility
20. The information provided by other staff
21. The helpfulness of other staff
And finally
Please rate:-
22. My overall satisfaction with this practice:
Any further comments:
The following questions provide us only with general information about the range of people who have responded to this survey and whether it is representative of the practice population. It will not be used to identify you, and will remain confidential.
How old are you?
Are you male or female?
How many years have you been attending this Practice?
Thank you very much for your time and assistance