Annual survey 2013

Number of Responses: 516

Dear Patient,

Please would you complete this quick survey to comment on your experiences at Mid Sussex Health Care (Ditchling, Hassocks and Hurstpierpoint surgeries)?

The questions have been designed with the help of input from our patient reference group, and ask about a range of issues that they considered important to all patients. We would like to hear how well you think the practice is doing so that we can be clear about where improvements to our services are needed.

We prefer to focus on issues that are within the practice’s control, so if you provide suggestions or feedback where prompted, please remember to comment on the practice rather than the wider NHS. Please do not use the survey to single out individual members of the practice team for comment. If you'd like to discuss a particular issue (whether a compliment or a complaint), please email me: Carolinesquires@nhs.net or telephone me on 01273 837980.

This survey will be open between now and early November 2013. After we have analysed the results, we will invite patients to an evening meeting at Hurstpierpoint surgery to meet with practice staff, discuss the answers and to draw up an appropriate action plan for the coming year.

Thank you very much for your time and your feedback.

Caroline Squires, Practice Business Manager.

Please answer all of the questions and click 'Send Survey' when you have finished.

SECTION 1: Your feedback on the Practice

Access to your surgery

1 In the past twelve months, have you ever put off going to see a doctor or nurse because the surgery opening times are inconvenient for you?

Yes 13%

No 86%

No response 1%

2 When you telephone the surgery, how promptly do we usually answer the call?

Within a few rings 24%

Within a minute 40%

After 2-3 minutes 23%

After more than 3 minutes 8%

No response 5%

3 Are those answering the telephone as helpful as you think they should be?

All the time 57%

Most of the time 33%

Sometimes 6%

Never 0%

Does not apply 0%

No response 4%

4 When you are willing to see any of our GPs about a medically urgent problem, how quickly do you usually get seen?

Same day 52%

Next working day 12%

Within 2 working days 12%

Within 3-4 working days 7%

After a week or more 2%

No response 15%

5 When can you normally see one of our GPs for a non-urgent problem?

Within 24 working hours 6%

Within 48 working hours 16%

Within 5 working days 40%

Within 5-10 working days 29%

After a wait of more than 2 weeks 2%

No response 7%

6 If you need to see any of our nurses about a medically urgent medical problem, how quickly do you usually get seen?

Same day 23%

Next working day 16%

Within 2 working days 12%

Within 3-4 working days 8%

After a week or more 4%

No response 37%

7 When can you normally see a nurse for a non-urgent problem?

Within 24 working hours 4%

Within 48 working hours 13%

Within 5 working days 31%

Within 5-10 working days 23%

After a wait of more than 2 weeks 5%

No response 24%

SECTION 3: Your experience on arriving at the surgery

8 Do receptionists greet/acknowledge you when you arrive at front desk?

All the time 45%

Most of the time 32%

Sometimes 13%

Never 2%

Does not apply 4%

No response 4%

9 Are receptionists friendly and polite?

All the time 68%

Most of the time 23%

Sometimes 4%

Never 0%

Does not apply 0%

No response 5%

10 Do receptionists tell you if a particular GP has been delayed by emergencies/other work and is therefore behind schedule?

All the time 27%

Most of the time 20%

Sometimes 15%

Never 12%

Does not apply 20%

No response 6%

SECTION 4: Your experience during consultations

Comments on the GP Team:

11 Does the GP that you usually see give you enough time?

All the time 66%

Most of the time 23%

Sometimes 6%

Never 1%

Does not apply 1%

No response 3%

12 Does the GP that you usually see listen to you effectively?

All the time 71%

Most of the time 21%

Sometimes 5%

Never 0%

Does not apply 0%

No response 3%

13 Does the GP that you usually see explain tests/treatments in a way that you understand?

All the time 69%

Most of the time 21%

Sometimes 3%

Never 0%

Does not apply 2%

No response 5%

14 Does the GP that you usually see treat you with care and concern?

All the time 75%

Most of the time 17%

Sometimes 4%

Never 0%

Does not apply 0%

No response 4%

15 Does the GP that you usually see involve you in decisions about your care?

All the time 62%

Most of the time 20%

Sometimes 4%

Never 1%

Does not apply 8%

No response 5%

16 Does the GP that you usually see answer your questions effectively?

All the time 65%

Most of the Time 26%

Sometimes 4%

Never 0%

Does not apply 1%

No response 4%

Comments on Nurses, Health care assistants and Phlebotomists (blood takers)

17 Do the nursing team members that you usually see give you enough time?

All the time 56%

Most of the Time 18%

Sometimes 1%

Never 0%

Does not apply 14%

No response 11%

18 Do the nursing team members that you usually see listen to you effectively?

All the time 54%

Most of the time 18%

Sometimes 2%

Never 0%

Does not apply 17%

No response 9%

19 Do the nursing team members that you usually see explain tests and treatments to you in a way that you can understand?

All the time 53%

Most of the time 16%

Sometimes 3%

Never 0%

Does not apply 19%

No response 9%

20 Do the nursing team members that you usually see treat you with care and concern?

All the time 60%

Most of the time 13%

Sometimes 1%

Never 0%

Does not apply 15%

No response 11%

21 Do the nursing team members that you usually see involve you in decisions about your care?

All the time 42%

Most of the time 15%

Sometimes 3%

Never 0%

Does not apply 29%

No response 11%

22 Do the nursing team members that you usually see answer your questions effectively?

All the time 50%

Most of the time 19%

Sometimes 3%

Never 0%

Does not apply 18%

No response 10%

SECTION 5: Possible future services

23 Would you attend a training session at the surgery to show you how to book appointments and order prescriptions online?

Yes, if held during office hours 17%

Yes, if held on a weekday evening 12%

Yes, if held on a Saturday 8%

No, not of interest to me 64%

24 Would you be happy to provide your email address to the practice in order for us to send you news and information about the practice/flu clinics etc (not to provide information about your individual health/treatment)? If you answer yes, please do provide these details to reception when you next visit us

Yes 62%

No 31%

No response 7%

25 Do you have specific suggestions for how we could improve our practice services for all our patients?

SECTION 6: Closing comments

26 Overall, how would you describe your experience of our practice?

Excellent 30%

Very good 47%

Good 16%

Fair 2%

Poor 0%

Very poor 0%

No response 5%

SECTION 7: Information about you
Are you male or female?
Male  37%
Female  60%
No response  3%

What age are you?
Under 16  0%
17 - 24  3%
25 - 34  5%
35 - 44  8%
45 - 54  12%
55 - 64  14%
65 - 74  30%
75 - 84  19%
Over 84  3%
No response  6%

What is the ethnic background with which you most identify?
White British  94%
White Irish  0%
Mixed White & Black Caribbean  0%
Mixed White & Black African  0%
Mixed White & Black Asian  0%
Indian  0%
Pakistani  0%
Bangladeshi  0%
Black Caribbean  0%
Black African  0%
Chinese  0%
Other  1%
No response  5%

Do you consider yourself to have a disability?
Yes  16%
No  78%
Prefer not to say  2%
No response  4%

Which of the following best describes you?
Employed (full or part-time including self employed  35%
Unemployed/looking for work  0%
At school or in full time education  0%
Unable to work due to long term sickness  2%
Looking after home/family  3%
Retired from paid work  52%
Other  2%
No response  6%

Do you have internet access (whether at home/work/etc)
Yes  82%
No  14%
No response  4%

How many times in the last 12 months have you visited any of our three surgeries (Ditchling, Hassocks and/or Hurstpierpoint)?
0-2  24%
3-5  37%
6-10  24%
11-15  6%
16+  4%
No response  5%

Which of the following applies to you?
I only visit Ditchling  4%
I only visit Hassocks  18%
I only visit Hurstpierpoint  18%
I visit more than one site - wherever the appointments are available  55%
No response  5%

Many thanks again for your time in answering the questions on this survey.