Patient Survey Sept 2013

Number of Responses: 1175

Dear Patient,

Many thanks for agreeing to take this short survey to help us understand how we can improve our services. All surveys are anonymous. Survey will run from 9th September until 31st October 2013. You will be able to review the results on our website after that date. We will be drawing up an action in consultation with our Patient Representative Group from these results.

Please answer all of the questions and click 'Send Survey' when you are done. If you are completing this on paper, please hand to one of our reception team. You can take this home and complete online at www.stokewood.co.uk

Communication

Q1. Our telephone system - how effective is our automated system at routing your call to the right person - please pick ONE option that mostly closely fits your experience?

Good 41%

Good but too many menu options 13%

Satisfactory 23%

Poor - I never end up speaking to the department I want 0%

Too many options that can confuse 2%

Not enough details in options 0%

I dont like any automated system 14%

No response 7%

Q2. How easy do you find it to use our website? (please pick ONE option)

Very easy 15%

Reasonably easy 15%

not easy to find information 5%

No response 65%

Q3. Is there enough information on our website? (please pick ONE option)

I can find everything I need 20%

I have trouble locating information 2%

I would like to see more information on minor ailments and self-treatment 5%

Dont know 23%

No response 50%

Please put in any information you would like to see on the website

Prescribing/Medication Issues

Q4. Ordering your repeat medication - which method do you use? Please choose all that apply

I bring/send my repeat slip in 65%

I email my request 7%

I fax my request 0%

I order through the website 2%

my local pharmacy re-orders for me 12%

I use a collection service (Lloyds/Village/Colden Common) 19%

Not applicable 5%

Q5. We have a Medicines Adviser at the Surgery, have you ever needed her help?

No 45%

No but I didnt know you had one 41%

Yes 14%

You can now book a telephone appointment with our Medicines Adviser who will help you with all medication queries. If she is unable to help you, she will seek advise from your GP on your behalf.

Access

The Surgery is open Mon to Thurs 8:00 am to 7:00 pm. Fridays 8:00 am to 6:30 pm. We are also open the first Saturday of every month 8:30 to 11:30 am.

Q6. How do you find our opening hours? Choose all that apply

Good range of hours 69%

I am restricted due by work/social reasons and find it difficult to get an early appointment 6%

I am restricted by work/social reasons and find it difficult to get a late appointment 4%

I can get appointments but not always with my own doctor 33%

We offer limited routine appointments in the mornings and a sit and wait clinic for patients requiring a same day/urgent appointment. This is not a walk-in clinic, you need to ring the surgery and if appropriate, you will be offered a time slot to attend. The afternoon clinics are for booked routine appointments although we have a duty doctor avaialable for medical emergencies.

Q7. Have you been seen in the sit and wait clinic? If so, please pick all the options that apply. (Wait times are from the time you were offered NOT the time you arrived)

I attended from the time given and waited less than 20 mins 22%

I attended from the time given and waited less than 45 mins 26%

I attended from the time given and waited more than one hour 7%

Q8. How helpful do you find the receptionists at the surgery ?

Very 75%

Fairly 19%

Not very 1%

Not at all 0%

No response 5%

The planned premises refurbishment will be starting in the next few months - this will include automatic doors, new flooring in the waiting room and corridors. Upgraded toilets to include baby change facilities. New doors on all consulting rooms to increase sound proofing and a confidential room off reception to enable you to discuss matters privately when required.

Any comments on our services or premises are welcome below.

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

Are you male or female?

Male 43%

Female 50%

No response 7%

What age are you?

Under 16 0%

17 - 24 0%

25 - 34 1%

35 - 44 2%

45 - 54 3%

55 - 64 10%

65 - 74 44%

75 - 84 25%

Over 84 6%

No response 9%

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 0%

No response 6%

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

Regularly 26%

Occasionally 57%

Very Rarely 12%

No response 5%

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

Stokewood Surgery

Patient Survey Sept 2013