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Practice Patient Participation Group Patient Survey - 2014

It is now over a year since the Callback/Triage system for appointments was introduced at the Lakes Practice. Your Patient Participation Group would like to find out how this system has affected patients’ experience of the appointment process. Please help us to put your views across by taking 5 minutes to answer a few questions.


1) Please tell us about your initial contact with the surgery What Day of the Week did you make your call

  23%
  16%
  15%
  14%
  16%
  16%


2) What time of day did you call

  32%
  44%
  14%
  2%
  8%


3) How easy was it to get through to someone at the surgery on the telephone?

  34%
  43%
  15%
  4%
  4%


4) How comfortable do you feel about using the telephone to request an appointment and discuss your health issues confidentially?

  68%
  28%
  4%


5) After your initial contact with triage, how long did it take for the doctor to call you back?

  43%
  34%
  9%
  6%
  8%


6) Did you feel that this waiting time was

  81%
  13%
  6%


7) Was your enquiry resolved at callback ?

  53%
  41%
  6%


8) If you were offered an appointment with a doctor, did you manage to speak or see the doctor of your choice?

  48%
  17%
  35%


9) How long after initially contacting the surgery did you actually see the doctor/nurse?

  41%
  14%
  14%
  3%
  28%


10) How did you feel about the length of wait for the appointment?

  60%
  9%
  4%
  3%
  24%


11) Overall, how happy are you with your ability to get an appointment with a Doctor/Nurse?

  43%
  31%
  7%
  14%
  5%


12) Have you any suggestions for improving access to your health care team?


13) Although your response will be kept completely anonymous, we are always looking for new members of the Patient Participation Group. If you would like to help shape the services at your GP practice, please let us know how we can get in contact with you - Name, Telephone Number, Email