Patient Survey November 2013

Number of Responses: 74

We would be grateful if you would complete this survey about Greenway Surgery. We want to provide the highest standard of care for our patients. A summary from this survey will be reviewed to help us identify areas for improvement. Your opinions are very valuable. Please answer ALL the questions you can. There are no right or wrong answers and we will NOT be able to identify your individual answers. Thank you.

About Telephone Access

Q1 How easy is it to get through to someone at the surgery on the phone?
Very easy  28%
Fairly easy  44%
Not very easy  14%
Not at all easy  9%
Haven’t tried  1%
No response  4%

Q2 Have you used the automated telephone booking system?
Yes  37%
No(go to Q6)  60%
No response  3%

Q3 Did you use the automated telephone booking system to (please X all boxes that apply)
book an appointment  36%
check an appointment  1%
cancel an appointment  6%
change an appointment  0%
Q4 Did you find the automated telephone booking system
Very easy  8%
Fairly easy  13%
Not very easy  6%
Not at all easy  10%
Haven’t tried  4%
No response  59%

Q5 Would you use the automated telephone booking system in future?
Yes definitely  10%
Yes maybe  16%
No  17%
No response  57%

Q6 Do you have any other comment about improving telephone access
About on-line access
Q7 Are you registered to book appointments and request prescriptions on-line?
Yes  44%
No(go to Q10)  52%
No response  4%

Q8 Do you find it easy to book an appointment on-line?
Very easy  21%
Fairly easy  10%
Not very easy  4%
Not at all easy  2%
Haven’t tried  8%
No response  55%

Q9 Would you recommend on-line booking as a method of arranging appointments?
Yes definitely  28%
Yes maybe  8%
No  9%
No response  55%

Booking Appointments Generally
Q10 How important is it to you to be able to book appointments ahead of time?
Important  77%
Not important  21%
No response  2%

Q11 How easy is it to book ahead?
Very easy  29%
Fairly easy  36%
Not very easy  17%
Not at all easy  9%
Haven’t tried  4%
No response  5%

Q12 How do you normally book your appointments? (please X all boxes that apply)
In person  32%
By phone  81%
Online  20%
Someone else books my appointment  2%
Q13 Which of the following methods would you prefer to use to book appointments ? (please X all boxes that apply)
In person  25%
By phone  83%
Online  50%
About Reception
Q14 How helpful do you find the receptionists at your GP practice?
Very helpful  62%
Fairly helpful  25%
Not very helpful  8%
Not at all helpful  4%
Don’t know  0%

Q15 How easy is it to speak to a doctor or nurse on the phone at your GP practice?
Very easy  36%
Fairly easy  41%
Not very easy  9%
Not at all easy  0%
Haven’t tried  10%
No response  4%

Q16 If you need to see a GP urgently, can you normally get seen on the same day?
Yes  47%
No  17%
Don’t know / never needed to  35%

About Your Visit to the GP

How good was the GP at

Q17 Listening to you?

Very good 78%

Good 9%

Satisfactory 5%

Poor 2%

Very poor 0%

Does not apply 2%

No response 4%

Q18 Giving you enough time?

Very good 72%

Good 14%

Satisfactory 5%

Poor 4%

Very poor 0%

Does not apply 2%

Q19 Explaining your condition and treatment?

Very good 71%

Good 12%

Satisfactory 5%

Poor 2%

Very poor 4%

Does not apply 4%

Q20 Involving you in decisions about your care?

Very good 70%

Good 12%

Satisfactory 4%

Poor 1%

Very poor 4%

Does not apply 8%

Q21 Would you be completely happy to see this GP again?

Yes 89%

No 5%

No response 6%

Please enter the name of the GP/Nurse you recently saw and add any additional comments:

Thinking of times when you want to see a particular doctor:

Q22 How quickly do you usually get seen?

Same day or next day 21%

2-4 days 41%

5 days or more 16%

I don’t usually need to be seen quickly 13%

Don’t know, never tried 6%

Q23 How do you rate how quickly you were seen?

Excellent 20%

Very good 24%

Good 27%

Satisfactory 10%

Poor 9%

Very poor 2%

Does not apply 5%

Thinking of times when you are willing to see any doctor:

Q24 How quickly do you usually get seen?

Same day or next day 58%

2-4 days 17%

5 days or more 5%

I don’t usually need to be seen quickly 8%

Don’t know, never tried 10%

Q25 How do you rate how quickly you were seen?

Excellent 32%

Very good 25%

Good 20%

Satisfactory 4%

Poor 8%

Very poor 1%

Does not apply 8%

Thinking of your most recent consultation with a doctor or nurse

Q26 Did your consultation start?

Early or on time 21%

within 5 minutes 22%

within 5 – 10 minutes 25%

within11 – 20 minutes 21%

within 21 – 30 minutes 4%

After more than 30 minutes 1%

There was no set time for my consultation 1%

No response 5%

Q27 How do you rate how long you waited?

Excellent 25%

Very good 21%

Good 24%

Satisfactory 13%

Poor 6%

Very poor 2%

Does not apply 4%

No response 5%

Q28 Is there a particular GP you usually prefer to see or speak to?

Yes 81%

No (Go to Q30) 17%

No response 2%

Q29 How often do you see or speak to the GP you prefer?

Always or almost always 36%

A lot of the time 22%

Some of the time 16%

Never or almost never 5%

Not tried at this GP practice 0%

No response 21%

If you haven’t seen a nurse in the last 6 months please go to Q37.

How good was the Nurse you last saw at:

Q30 Giving you enough time?

Very good 54%

Good 12%

Satisfactory 5%

Poor 0%

Very poor 1%

Does not apply 4%

No response 24%

Q31 Listening to you?

Very good 48%

Good 13%

Satisfactory 4%

Poor 1%

Very poor 2%

Does not apply 6%

No response 26%

Q32 Explaining your condition and treatment?

Very good 48%

Good 9%

Satisfactory 5%

Poor 2%

Very poor 1%

Does not apply 9%

No response 26%

Q33 Involving you in decisions about your care?

Very good 44%

Good 12%

Satisfactory 4%

Poor 1%

Very poor 2%

Does not apply 12%

No response 25%

Q34 Would you be completely happy to see this nurse again?

Yes 66%

No 5%

No response 29%

Thinking about the care you get from your doctors and nurses overall, how well does the practice help you to:

Q35 Understand your health problems?

Very well 55%

Unsure 10%

Not very well 6%

Does not apply 5%

No response 24%

Q36 Cope with your health problems

Very well 55%

Unsure 12%

Not very well 5%

Does not apply 5%

No response 23%

Q37 Keep yourself healthy

Very well 62%

Unsure 16%

Not very well 12%

Does not apply 4%

No response 6%

Q38 Overall, how would you describe your experience of your GP surgery?

Excellent 44%

Very good 29%

Good 12%

Satisfactory 6%

Poor 5%

Very poor 1%

Q39 Would you recommend your GP surgery to someone who has just moved to your local area?

Yes, definitely 68%

Yes, probably 17%

No, probably not 8%

No, definitely not 5%

Don’t know 0%

Q40 If there was one thing you could improve about your surgery, what would that be?

It will help us to understand your answers if you could tell us a little about yourself

Q41 Are you ?

Male 40%

Female 56%

No response 4%

Q42 How old are you?

Under 16 0%

16 to 44 21%

45 to 64 51%

65 to 74 21%

75 or over 5%

Q43 Do you have a long-standing health condition?

Yes 60%

No 33%

Don’t know / can’t say 2%

No response 5%

Q44 What is your ethnic group?

White 97%

Black or Black British 1%

Asian or Asian British 0%

Mixed 0%

Chinese 0%

Other ethnic group 1%

Q45 Which of the following best describes you?

Employed (full or part time, including self-employed) 58%

Unemployed / looking for work 1%

At school or in full time education 0%

Unable to work due to long term sickness 4%

Looking after your home/family 8%

Retired from paid work 27%

Other 1%

Finally, please add any other comments you would like to make about your GP practice:

This survey has been adapted from GPAQ-R © 2013 which was reproduced with the kind permission of the University of Manchester & University of Cambridge. GPAQ incorporates the Primary Care Assessment Survey (PCAS); with permission from Dr Dana Gelb Safran creator of PCAS. www.gpaq.info

Greenway Road Surgery