GPAQ - R (Version 4) (copy 1) (copy)

Number of Responses: 150

We would be grateful if you would complete this survey about the practice. We want to provide the highest standard of care. This survey is based upon the results from last year, the areas you asked us to improve and input from our Patient Participation Group. A summary from this survey will help us to identify areas for improvement. Your opinions are very valuable. Please answer ALL the questions you can. There are no right or wrong answers and the doctor will NOT be able to identify your individual answers. Thank you.

About Receptionists and Appointments

Q1 Once you arrived at the surgery for an appointment, how long did it take you to book in?

I booked in straight away 73%

Within 3 minutes 16%

3 to 5 minutes 6%

Longer than 5 minutes 0%

Not applicable 0%

No response 5%

Q2 How approachable do you find the receptionists at the practice?

Very approachable 71%

Fairly approachable 24%

Not very approachable 2%

Not at all pproachable 0%

Don’t know 0%

No response 3%

When arriving at the reception desk how would you rate the reception staff at the following?

Q3 Acknowledging you with a smile

Very Good 49%

Good 39%

Neither good nor poor 5%

Poor 0%

Very poor 0%

Does not apply 1%

No response 6%

Q4 Helping you with your enquiry

Very Good 48%

Good 40%

Neither good nor poor 4%

Poor 1%

Very poor 0%

Does not apply 4%

No response 3%

Q5 Patience and understanding

Very Good 44%

Good 43%

Neither good nor poor 6%

Poor 0%

Very poor 0%

Does not apply 4%

No response 3%

Q6 Treating you with respect and dignity

Very Good 49%

Good 40%

Neither good nor poor 4%

Poor 0%

Very poor 0%

Does not apply 4%

No response 3%

Q7 Answering your questions

Very Good 45%

Good 41%

Neither good nor poor 6%

Poor 0%

Very poor 0%

Does not apply 5%

No response 3%

Please comment below on your experience at reception

Q8 If you have been attending this Medical Centre for a year or more please answer this additional question: Comparing the last twelve months with the previous twelve months do you believe that overall there has been progress made in all the various services provided by the Doctors, Nurses and Admin staff?

Yes 64%

No 10%

Not applicable 16%

No response 10%

Please indicate below those areas where you believe progress has or has not been made.

Q9 How easy is it to get through to someone at your GP practice on the phone?

Very easy 17%

Fairly easy 64%

Not very easy 8%

Not at all easy 1%

Don’t know 1%

Haven’t tried 0%

No response 9%

Q10 If you need to see a GP urgently, can you normally get seen on the same day?

Yes 70%

No 14%

Don’t know / never needed to 3%

No response 13%

Q11 How important is it to you to be able to book appointments ahead of time in your practice?

Important 79%

Not important 12%

No response 9%

Q12 How easy is it to book ahead in your practice?

Very easy 41%

Fairly easy 44%

Not very easy 2%

Not at all easy 1%

Don’t know 2%

Haven’t tried 0%

No response 10%

Q13 How do you normally book your appointments at your practice? (please X all boxes that apply)

In person 13%

By phone 85%

Online 0%

Doesn’t apply 0%

Q14 Thinking of the last time you booked your appointment were your requirements met?

Yes 88%

No 2%

No response 10%

Q15 If No why were we unable to satisfy your requirements?

We had no available appointments at all 2%

We had no appointments available at a time and date that suited your needs 1%

I did not want to see another GP when offered 0%

Other please give the reason why 1%

No response 96%

Q16 Do you know you are now able to book your appointments on line?

Yes 24%

No 68%

No response 8%

Q17 Do you know we offer extended hours appointments after 6:30pm for commuters?

Yes 23%

No 68%

No response 9%

Experience at the surgery

Q18 Overall, how would you describe your experience of your GP surgery?

Excellent 36%

Very good 35%

Good 15%

Satisfactory 4%

Poor 0%

Very poor 0%

No response 10%

Q19 Would you recommend your GP surgery to someone who has just moved to your local area?

Yes, definitely 61%

Yes, probably 26%

No, probably not 1%

No, definitely not 0%

Don’t know 2%

No response 10%

Q20 Are you happy that the practice offers a safe and clean environment for our patients and adheres to infection control guidelines?

Yes 88%

No 0%

No response 12%

We are particulary interested to know how our service affects patients in your demographic group. It will help us to understand your answers if you could tell us a little about yourself.

Q21 Are you ?

Male 30%

Female 62%

No response 8%

Q22 How old are you?

Under 16 0%

16 to 44 42%

45 to 64 36%

65 to 74 10%

75 or over 4%

No response 8%

Q23 Do you have a long-standing health condition?

Yes 36%

No 50%

Don’t know / can’t say 5%

No response 9%

Q24 What is your ethnic group?

White 74%

Black or Black British 3%

Asian or Asian British 14%

Mixed 1%

Chinese 0%

Other ethnic group 0%

No response 8%

Q25 Which of the following best describes you?

Employed (full or part time, including self-employed) 60%

Unemployed / looking for work 2%

At school or in full time education 2%

Unable to work due to long term sickness 3%

Looking after your home/family 8%

Retired from paid work 16%

Carer 0%

Other 0%

No response 9%

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

Thank you for taking the time to complete our survey. The results will be published in the surgery and on the website during March 2014.

This survey was compiled with the collaboration of our Patient Participation Group.

GPAQ-R © 2013 is 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

The Medical Centre, Ruislip