20

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.

  • The Doctors and staff welcome your feedback.

  • Please do not write your name on this survey.

If you are completing this questionnaire after a recent visit to the surgery (within the last month) please indicate who you saw :-

  60%
  10%
  0%
  5%

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

  40%
  45%
  15%

(rings engaged if all lines are busy)

2. I would prefer a call stacking system

  65%
  10%
  25%

( 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

  10%
  50%
  40%

(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?

  0%
  15%
  15%
  15%
  20%
  35%

5. Convenience of day and time of your appointment

  0%
  15%
  10%
  20%
  35%
  20%

6. Seeing the Doctor of your choice

  15%
  15%
  25%
  15%
  30%
  0%

7. Length of time waiting to see the Doctor or Nurse

  0%
  5%
  20%
  40%
  20%
  15%

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 ?

  50%
  50%

9. Did you know that you can request some administrative procedures/leave a message for your GP without needing to make appointment ?

  60%
  40%

(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)

  100%
  0%

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 ?

  80%
  20%

(Suggestion/prescription box on reception or facility on web site)

12. Did you know the practice has a Patient Participation Group ?

  55%
  45%

(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)

  35%
  65%

And/or support groups for carers of patients with chronic disease?

  25%
  75%

If yes, in which areas ?

14. Would you be interested in health education events ?

e.g. healthy living, weight management, exercise for health

  20%
  80%

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).

  55%
  70%
  20%
  40%
  75%
  15%

And in which format ?

  40%
  0%

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?

  50%
  80%

Other

About the staff

How do you rate the following:-

17. The information provided by the reception staff

  10%
  0%
  5%
  35%
  20%
  30%

18. The helpfulness of the reception staff

  5%
  0%
  20%
  25%
  20%
  30%

19. How do you rate the self arrival touch screen facility

  10%
  0%
  0%
  20%
  20%
  50%

20. The information provided by other staff

  15%
  0%
  10%
  30%
  15%
  30%

21. The helpfulness of other staff

  15%
  0%
  5%
  35%
  15%
  30%


And finally

Please rate:-

22. My overall satisfaction with this practice:

  0%
  0%
  0%
  40%
  15%
  45%



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?

996

Are you male or female?

How many years have you been attending this Practice?

Thank you very much for your time and assistance