This survey is now closed

PATIENT SURVEY - FEBRUARY 2014

Welcome to our patient survey. The purpose of this questionnaire is to gather patient’s views on the services we provide. It is important for us to ensure that patients feel involved with the surgery and we encourage active engagement through our PPG ‘the Friends of Oaklands’ and this extends to our online users as well.

Please take a few moments to complete this survey. There are no right or wrong answers and the results are anonymous. Once the survey has been completed the outcomes will be discussed with ‘the Friends of Oaklands’ and posted on our website of http://www.hythe-gp.co.uk/ as well as being available in the surgery.

APPOINTMENTS

We offer good access to medical staff through our appointment system. You will be offered the first available appointment with a GP of your choice when you request an appointment and if this is not suitable you will be offered an alternative appointment with another GP. If you feel that your problem is more of an urgent nature your contact details will be taken and a Healthcare Professional (a Doctor and/or a Nurse Practitioner) will phone you back and discuss the medical problem directly – this method of managing demand is called ‘triage’. From their discussions the GP or Nurse will decide the best course of action for you – this may be an appointment with you own Doctor for ongoing problems, an appointment with another GP or the Nurse Practitioner or it may be another option that is better suited for patient care. The GP appointment screens can be booked up to approximately 6 weeks in advance and Nurses up to three months (please note all nurse appointments are pre-bookable as individual time is given to each procedure).

Q1 Are you aware of the process of making appointments at the surgery?

 
 

Q2 Are you aware that we offer telephone consultations with GPs?

 
 

Q3 Do you know that we have late evening GP appointments on Tuesdays and Wednesday?

 
 

Q4 Are you aware that we also have late nursing appointments available on these days?

 
 

Q5 Have you had to contact the Practice more than once to get the appointment that you wanted?

 
 

Q6 Did you know that you can cancel an appointment at anytime by pressing option five when you telephone the surgery?

 
 

PHONES

We changed our phone system a couple of years ago to a local number 01303 235300. The system we use is automated but this can be over ridden if you know which option you wish to choose at anytime.

Q7 How would you measure the ability to get through to the practice on the phone?

 
 
 
 
 
 

Q8 How do you rate the ability to speak to a Doctor on the phone?

 
 
 
 
 
 

Q9 How do you rate obtaining test results by phone?

 
 
 
 
 
 

CLINCAL STAFF

Q10 How do you rate the competence of the GP at your last appointment?

 
 
 
 
 
 

Q11 How do you rate the competence of the Nurse at your last appointment?

 
 
 
 
 
 

Q12 How well does the Doctor or Nurse listen to you?

 
 
 
 
 
 

Q13 How do you feel about the amount of time given to you in your consultation?

 
 
 
 
 
 

Q14 How often do you see your preferred Doctor?

 
 
 
 

ADMIN/RECEPTION STAFF

Q15 How do you rate the manner in which you are treated by the admin/reception staff?

 
 
 
 
 
 

Q16 How do you feel about the respect shown for your privacy and confidentiality?

 
 
 
 
 
 

Q17 How helpful are the admin and reception staff?

 
 
 
 
 
 

Q18 Do you feel the staff are considerate of you as a patient?

 
 
 
 

PREMISES

Q19 What do you think about the surgery premises overall?

 
 
 
 
 
 

Q20 How would you rate the comfort level of the waiting rooms?

 
 
 
 
 
 

Q21 How clean is the practice?

 
 
 
 
 
 

Q22 Do you feel secure and safe within our environment?

 
 

GENERAL

Q23 How do you rate the information provided by the practice about its services (e.g repeat prescriptions, test results etc)?

 
 
 
 
 
 

Q24 How satisfied are you with the overall service received at Oaklands?

 
 
 
 
 
 

Q25 How effectively does the practice seem to be organized?

 
 
 
 
 
 

Q26 Would you recommend the practice to family or someone who has just moved into the area?

 
 

The surgery is developing additional online services – do you know about the following? Please tick any that you are aware of:

Q27 Do you know you can order prescriptions online?

 
 

Q28 Do you know that we can send reminder texts about your appointments?

 
 

Q29 Do you know that we have a website – http://www.hythe-gp.co.uk/?

 
 

Q30 Do you know we have a Facebook page?

 
 

Q31 Would you use an online facility for booking GP appointments?

 
 

Q32 Are you aware that we are open from 8.30am – 6.00pm Monday to Friday?

 
 

Q33 Are you aware that we offer late evening appointments for GPs and Nurses until 8.00pm on Tuesday and Wednesday evenings?

 
 

Q34 Are you aware that we are open at lunchtime (1.00pm-2.00pm) for reception and telephones (no clinics available during this time)?

 
 

Q35 Do you read the practice Newsletters?

 
 

Please add any additional comments that you would like to make about Oaklands Health Centre below:

Please note that these surveys are anonymous and therefore we are unable to reply directly to individuals. If you have any concerns that you would like to discuss please contact – Sarah Roseaman, Practice Manager.

Thank you for taking the time to complete this questionnaire. We value you comments and suggestions as we are proud of our surgery and the services we provide.

The ‘Friends of Oaklands’ PPG

All patients of the practice are automatically included in the patient participation group. We are keen to encourage more patients to join the regular coffee mornings or meetings so it better reflects our practice population – young and old.

The coffee mornings are the first Monday of every month 10.00am -11.30am and the evening meetings on Wednesdays 7.00pm – 8.30pm (approximately every six weeks), both are held upstairs in the Randal Davis room. See the timetable on the PPG noticeboard in the Stade Street entrance of the surgery or look online at http://www.hythe-gp.co.uk/ for more PPG information.

This survey is now closed