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Dear Patient,

Many thanks for agreeing to take this short survey to help our practice understand how our services and systems can be improved.

Please answer all of the questions and click Send

OPENING HOURS

Q1. The Surgery's core hours are 8.30am to 6.15pm Monday to Friday but some additional hours are offered from 8.30am to 11.00am on a Saturday morning for pre-booked appointments, physiotherapy, general enquiries and prescription collection. These extra hours could be offered during the week instead of Saturday. If this were done which would you prefer?

  6%
  13%
  79%
  2%

GETTING THROUGH ON THE TELEPHONE

Q2. Thinking of times that you have phoned the Surgery how do you rate your ability to get through on the phone.

  20%
  44%
  20%
  9%
  1%
  2%

Q3. From time to time, particularly at the beginning of the week, we experience very high volume of phone calls. Do you feel that a telephone queuing system giving information on how long you might have to wait would be useful?

  75%
  17%
  6%
  2%

Q4. Can you usually manage to book an appointment that suits your requirements?

  95%
  4%
  0%

Q5. Could you explain any difficulties that you experience with the appointment booking system?

Q6. If you could book your appointment via the internet would you use this service?

  53%
  35%
  6%
  6%

ARRIVING FOR YOUR APPOINTMENT

Q7. Parking facilities were an issue for many years. Following the construction of the new car park how do you rate the parking facilities?

  60%
  30%
  4%
  0%
  0%
  6%

Q8. How easy do you find getting into the building?

  85%
  4%
  4%
  0%
  0%
  7%

Q9. In the entrance porch we have a 'Booking In' screen, the screen will alert the doctor or nurse that you have arrived and give you an approximate waiting time for your appointment if they are running late. If you are unsure of how to use the screen one of the receptionists would be happy to show you. Do you use the booking in screen?

  60%
  34%
  6%

Q10. How do you rate the waiting area?

  31%
  45%
  16%
  0%
  0%
  8%

Q11. What improvements, if any, would you like to see in the waiting room?

Q12. How do you rate the Surgery premises overall?

  50%
  37%
  7%
  0%
  0%
  6%

Q13. How helpful do you find the receptionists at the Surgery?

  82%
  11%
  2%
  0%
  0%
  5%

Q14. If you did not find them helpful, could you explain why?

Q15. How long after your appointment times do you normally wait to be seen?

  15%
  43%
  31%
  6%
  2%
  3%

Q16. If you had a long wait, were you advised by the receptionist that there was a delay?

  53%
  22%
  12%
  13%

Q17. Sometimes long waiting times are unavoidable. Over the past twelve months measures have been put in place to try and reduce waiting times. If you were previously dissatisfied, have you noticed an improvement?

  31%
  8%
  39%
  22%

SEEING THE DOCTOR

Q18. Please tell us the name of your usual doctor?

  25%
  34%
  15%
  9%
  12%
  5%

Q19. Are you usually able to book an appointment with your preferred doctor?

  20%
  58%
  17%
  0%
  3%
  2%

Q20. Thinking of the last time you saw a doctor how satisfied were you with the quality of care at your consultation?

  80%
  12%
  5%
  0%
  0%
  0%
  0%
  3%

Q21. Which doctor did you see?

  20%
  33%
  14%
  10%
  15%
  2%
  6%

SEEING THE NURSE

Q22. In the past 12 months how many times have you seen a nurse?

  14%
  45%
  21%
  5%
  10%
  5%

Q23. How satisfied are you with the quality of care provided by the nurse?

  70%
  10%
  2%
  0%
  0%
  0%
  7%
  11%

USING THE DISPENSARY

Q24. The Surgery dispenses in the region of 10,000 items of medication each month. If you have used the dispensary, how would you rate this service?

  70%
  20%
  2%
  0%
  0%
  8%

Q25. There are several different methods for re-ordering regular repeat medications. Please tick the methods that you are aware of?

  35%
  12%
  67%
  65%
  47%

Q26. Very few surgeries take requests for repeat medications by telephone. Information can easily be misheard or misunderstood making this the least safest way to re-order. If you usually phone your order through, would you consider using one of the other methods above?

  54%
  8%
  13%
  25%

TRAVEL SERVICE

Q27. Are you aware that, if requested well in advance, the nurses provide a comprehensive service to meet all your health requirements when travelling abroad?

  50%
  32%
  10%
  8%

COMMUNICATING

Q28. In order to provide the best care possible it is important to have good lines of communication. Please indicate your preferred methods of receiving information?

  6%
  38%
  29%
  20%
  7%

ABOUT YOU

Q29. How old are you?

  0%
  1%
  8%
  31%
  47%
  9%
  4%

ANY OTHER COMMENTS

Q30. If there is anything else that you would like to tell us about your experience at the Surgery, please do so below.

Thank you for completing the questionnaire, the results will be published at the end of February 2012.