Number of Responses: 47

Dear Patient,

Many thanks for agreeing to take this short survey to help our practice improve our services.

Please answer all of the questions and click 'Send Survey' when you are done.

THE APPOINTMENT SYSTEM

As a response to feedback from previous annual surveys, we are considering implementing a telephone triage system for on the day appointments. For more information on this system please click here.

Q1. Would you be happy to speak to a GP before being booked in for an appointment on the day?

Yes  85%

No  10%

No response  5%

Q2. Do you think the telephone triage system will improve access to the GP?

Yes  57%

No  38%

No response  5%

Q3. Do you have any other feedback on the proposed telephone triage system?

ACCESSING YOUR GP SERVICES VIA TELEPHONE

Q4. Over the last six months, how easy have you found the following:

Getting through on the phone

Very easy  6%

Fairly easy OR Not very easy  34%

Not at all easy  51%

Haven't tried  4%

No response  5%

Making an appointment on the phone

Very easy  14%

Fairly easy OR Not very easy  48%

Not at all easy  25%

Haven't tried  6%

No response  7%

Speaking to the doctor on the phone

Very easy  21%

Fairly easy OR Not very easy  25%

Not at all easy  19%

Haven't tried  29%

No response  6%

Obtaining test results on the phone

Very easy  27%

Fairly easy OR Not very easy  23%

Not at all easy  6%

Haven't tried  31%

No response  13%

Q5. Last time you contacted the practice by telephone, how long did you have to wait before getting through to a receptionist?

Less than 5 minutes  6%

5-10 minutes  31%

10-15 minutes  27%

More than 15 minutes  27%

No response  9%

Q6. Please leave any suggestions for improving our telephone system here:

CONTACTING THE PRACTICE BY E-MAIL

Q7. Are you aware that you can contact the practice via e-mail?

Yes  57%

No  40%

No response  3%

Q8. Have you e-mailed the practice in the last 12 months?

Yes  14%

No [Go to Q.11]  76%

No response  10%

Q9. If yes, how efficient did you find the e-mail service?

Very efficient  2%

Fairly efficient  6%

Not very efficient  4%

Not at all efficient  2%

Doesn't apply  6%

No response  80%

Q10. If yes, would you recommend contacting the practice via e-mail to other patients??

Yes  12%

No  6%

No response  82%

TELEPHONE ADVICE SERVICE

Q11. Are you aware that you may request a telephone consultation with the GP for advice?

Yes  65%

No  27%

No response  8%

Q12. Have you used the telephone advice service in the last 12 months?

Yes  31%

No [Go to Q.16]  59%

No response  10%

Q13. If yes, how helpful was the clinician you spoke to?

Very helpful  27%

Fairly helpful  4%

Not very helpful  0%

Not at all helpful  0%

Doesn't apply  10%

No response  59%

Q14. If yes, would you use the telephone advice service again?

Yes  31%

No  0%

Doesn't apply  12%

No response  57%

Q15. Please leave any other comments regarding the telephone advice service here;

NURSE PRACTITIONER SERVICE

Q16. Are you aware that the practice has a nurse practitioner who sees patients with minor ailments?

Yes  70%

No  25%

No response  5%

Q17. Have you seen the nurse practitioner in the last 12 months?

Yes  55%

No [go to Q.19]  40%

No response  5%

Q18. If yes, how good was she at the following:

Giving you enough time

Very good  36%

Good  17%

Neither good nor poor  2%

Poor  0%

Very poor  0%

Doesn't apply  8%

No response  37%

Listening to you

Very good  38%

Good  14%

Neither good nor poor  2%

Poor  0%

Very poor  0%

Doesn't apply  8%

No response  38%

Explaining tests and treatments

Very good  34%

Good  17%

Neither good nor poor  4%

Poor  0%

Very poor  0%

Doesn't apply  8%

No response  37%

Involving you in decisions about your care

Very good  27%

Good  12%

Neither good nor poor  8%

Poor  0%

Very poor  0%

Doesn't apply  14%

No response  39%

Treating you with care and concern

Very good  40%

Good  14%

Neither good nor poor  0%

Poor  0%

Very poor  0%

Doesn't apply  8%

No response  38%

ONLINE SERVICES

Q19. Are you aware you can book, change and cancel appointments and order repeat prescriptions online?

Yes  85%

No  12%

No response  3%

Q20. Have you ever used the electronic booking system?

Yes  29%

No [Go to Q.21]  65%

No response  6%

Q21. Please describe what improvements you feel could be made, or use this space to make any other comments on the electronic book system:

From March 2015 the practice will be offering online access to medical records. For more information about this please click here.

Q22. Would you use the online access to medical records service?

Yes  82%

No  12%

No response  6%

Q23. Would you say that being able to look at your health information online would help you to manage your own health better?

Yes  78%

No  17%

No response  5%

Q24. Would you prefer to get your test result online or via telephone, by speaking to a receptionist?

Online  57%

By Phone  36%

No response  7%

Q25. Are you worried about confidentiality of your medical record?

Yes  59%

No  38%

No response  3%

ELECTRONIC PRESCRIPTION SERVICE

Q26. Are you aware that you can nominate a pharmacy for you prescriptions to be sent to electronically?

Yes  89%

No  8%

No response  3%

Q27. Have you used the electronic prescription service?

Yes  59%

No [Go to Q.30]  36%

No response  5%

Q28. If yes, would you recommend the electronic prescription service to other patients?

Yes  55%

No  6%

No response  39%

Q29. Please leave any other comments regarding the electronic prescription service here;

RECEPTION

Q30. How helpful do you find the receptionists at Thornbury Road Centre for Health?

Very helpful  44%

Fairly helpful  48%

Not very helpful  0%

Not at all helpful  0%

Don't Know  2%

No response  6%

Q31. Please make any suggestions you feel will improve your experience in the waiting area.

OVERALL EXPERIENCE

Q32. Overall, how would you describe your experience of Thornbury Road Centre for Health?

Very good  53%

Fairly good  31%

Neither good nor poor  8%

Poor OR Very poor  2%

Doesn't apply  0%

No response  6%

Q33. Would you recommend Thornbury Road Centre for Health to someone who has just moved to your local area?

Yes, would definitely recommend  61%

Yes, would probably recommend OR Not sure  29%

No, would probably not recommend  2%

No, would definitely not recommend  2%

Don't know  2%

No response  4%

Q34. If you have any general feedback regarding points not covered in this survey, please leave them here:

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

Are you male or female?

Male  38%

Female  59%

No response  3%

What age are you?

Under 18  2%

18 - 24  0%

25 - 34  4%

35 - 44  10%

45 - 54  10%

55 - 64 OR 65 - 74  57%

75 - 84  10%

85 or Over  0%

No response  7%

What is the ethnic background with which you most identify?

English / Welsh / Scottish / Northern Irish / British OR Irish  44%

Gypsy or Irish Traveller  0%

Any other white background  14%

White and Black Caribbean  4%

White and Black African  2%

White and Asian  0%

Any other mixed background  0%

Indian  19%

Pakistani  2%

Bangladeshi  0%

Chinese  2%

Any other Asian background  2%

African  0%

Caribbean  0%

Any other Black / African / Caribbean background  0%

Arab  2%

Any other ethnic group  4%

No response  5%

Which of these best describes what you are doing at present?

Full-time paid work [30 hours or more each week]  29%

Part-time paid work [under 30 hours each week]  25%

Full-time education at school, college or university  2%

Unemployed  0%

Permanently sick or disabled  2%

Fully retired from work  27%

Looking after the home  2%

Doing something else  6%

No response  7%

Do you look after, or give any help or support to family members, friends, neighbours or others because of either:

• Long-term physical or mental ill health / disability, or
• Problems related to old age?

No  63%

Yes, 1-9 hours a week  25%

Yes, 10-19 hours a week  2%

Yes, 20-34 hours a week  0%

Yes, 35-49 hours a week  0%

Yes, 50+ hours a week  2%

No response  8%

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

Regularly  34%

Occasionally  57%

Very Rarely  6%

No response  3%

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