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Dear Patient,

As part of our ongoing commitment to improve and develop the practice for our patients we would be very grateful if you would complete this survey about Alvanley Family Practice.

The survey has been developed with patient feedback. Over the last 12 months several patients have joined our 'virtual' patient reference group, whereby patients can share their views and ideas with the practice via email discussion. We are always striving to provide the best service to our patients and would welcome more people to join the online patient reference group to offer their feedback. If you would like to join this 'virtual' group, please leave your email address below.

Please answer ALL the questions that apply to you. There are no right or wrong answers. Thank you.

GETTING AN APPOINTMENT

1. Think about the last time you tried to see a doctor fairly quickly. Were you able to see a doctor on the same day or in the next 2 weekdays?

  78%
  11%
  9%

2. Last time you tried to, were you able to get an appointment with a doctor more than 2 full weekdays in advance?

  74%
  7%
  15%
  4%

3. How do you normally book your appointments to see a doctor or nurse at the practice?

  21%
  88%
  0%
  0%

4. Which of the following methods would you PREFER to use to book appointments at the practice?

  20%
  73%
  27%
  7%

5. When booking an appointment do you have a PREFERRED GP or are you happy to see ANY GP?

  58%
  40%
  2%

6. In the last 6 months, how often do you feel you got to see your preferred GP?

  43%
  16%
  16%
  1%
  19%
  5%

7. Thinking of times in the last 6 months when you were willing to see ANY doctor, how quickly could you get an appointment?

  33%
  12%
  26%
  6%
  7%
  2%
  9%
  5%

8. In the past 6 months, how easy have you found getting through on the phone?

  32%
  42%
  18%
  0%
  2%
  0%
  6%

WAITING TIMES

9a. How long do you usually have to wait at the practice after your given appointment time for your consultation to begin?

  4%
  30%
  38%
  21%
  4%
  3%

9b. How do you rate this?

  12%
  19%
  30%
  24%
  8%
  0%
  7%

CONSULTATION WITH A GP

10. Last time you saw a doctor at the practice, how good was the doctor at:-

a. Giving you enough time

  78%
  19%
  0%
  0%
  0%
  1%

b. Asking about your symptoms?

  76%
  20%
  0%
  0%
  0%
  2%

c. Listening to you?

  79%
  16%
  0%
  0%
  0%
  2%
  3%

d. Explaining tests and treatments?

  76%
  16%
  1%
  0%
  0%
  4%
  3%

e. Involving you in decisions about your care?

  69%
  18%
  0%
  0%
  1%
  6%
  6%

f. Treating you with care and concern?

  78%
  14%
  2%
  0%
  0%
  1%
  5%

g. Taking your problems seriously?

  79%
  12%
  3%
  0%
  0%
  2%
  4%

11. Thinking about the last time you saw a doctor at the practice, did you have confidence in the doctor?

  88%
  8%
  1%
  0%
  0%
  3%

12. Was there anything you did not understand from the consultation?

  23%
  6%
  60%
  1%
  7%
  3%

CUSTOMER SERVICE / SERVICE DELIVERY

13. Please rate how FRIENDLY / HELPFUL the receptionists are at the practice.

  38%
  35%
  16%
  7%
  0%
  0%
  4%

14. We aim to answer the telephone within 6 rings. How do you feel we measure against this standard?

  21%
  30%
  22%
  21%
  3%
  0%

15. Would you like the practice to enable patients to choose appointments online? (ie without having to ring the practice)

  52%
  23%
  20%
  5%

16. Would you like the practice to offer a free text appointment reminder service? (ie you would receive a text message 24 hours before your appointment)

  55%
  29%
  11%
  5%

OVERALL SATISFACTION

17. In general, how satisfied are you with the OVERALL SERVICE you get at Alvanley Family Practice?

  74%
  21%
  1%
  0%
  0%
  4%

18. Last year, patient's commented that an improvement was needed to the way that clinician's called their patients. We listened and from this have replaced the tannoy calling system that was in use, with a mounted calling screen in the reception area for all patients to see and hear. How satisfied are you with the new calling screen?

  71%
  15%
  7%
  1%
  0%
  6%

19. Would you recommend Alvanley Family Practice to someone who has just moved to the local area?

  83%
  14%
  0%
  0%
  0%
  3%

What do you think would help improve the patient experience at Alvanley Family Practice?

20. Finally, it will help us to understand your answers if you could tell us a little about yourself:-

a. Are you male or female?

  33%
  59%
  8%

b. How old are you?

  1%
  6%
  9%
  15%
  11%
  21%
  19%
  8%
  0%
  10%

c. If you would like to join our 'virtual' patient group, please give your email below.

Thank you for completing this questionnaire. Your feedback will be collated and analysed and the results will be shared with patients via the practice website, by email to the 'virtual' patient reference group members, and there will be a copy available in the reception / waiting room, by 31st March 2013.