The Lennard Surgery

Number of Responses: 157

We would be grateful if you would complete the following short survey. We strive at the Lennard Surgery to offer our patients the best experience possible when they require medical attention. The answers and results of this survey will help us to review our procedures and make improvements where possible.

Please answer all the questions (with an X if not completing this online) - some questions may require more than one answer. There are also text boxes available if you wish to make comments about a specific area.

All answers are confidential. We are unable to comment or reply about individual medical queries.

Thank you

ACCESS TO CLINICAL SERVICES

Our Patient Participation Group identified 3 areas of improvement and the following questions relate to those items.

Booking Appointments in Advance

How important is it for you to be able to book appointments in advance?

Important  88%

Not Important  8%

No response  4%

How easy is it to book an appointment within 7 days?

Very easy  8%

Fairly easy  33%

Not very easy  31%

Not at all easy  24%

Don't know  0%

Haven't tried  1%

No response  3%

How easy is it to book an appointment further ahead (up to one month)?

Very easy  15%

Fairly easy  23%

Not very easy  17%

Not at all easy  29%

Don't know  3%

Haven't tried  10%

If you wanted to make a routine, non urgent appointment for a doctor or nurse, how far ahead would you prefer to book?

2 to 3 days  18%

Within 1 week  36%

Up to 2 weeks  22%

Within 1 month  13%

As far ahead as possible  6%

Not bothered - I'll take what's on offer  2%

No response  3%

What time of day would you prefer your appointment?

Before 9am  22%

Between 9am and 1pm  28%

Lunchtime  3%

Between 2pm and 5pm  12%

After 5pm  14%

Not bothered - any time will do  16%

No response  5%

Seeing the Same doctor

Is there a particular GP that you usually see or speak to?

Yes  73%

No  24%

No response  3%

How often do you see or speak to this GP when you need treatment or advice?

Always or almost always  26%

A lot of the time  24%

Some of the time  28%

Never or almost never  6%

Haven't tried  5%

No response  11%

Were you offered another GP?

Yes  53%

No  12%

Don't Know  6%

Not applicable  19%

No response  10%

If you did not accept the offer to see another GP, for what reason? (You can choose more than one answer)

Inconvenient appointment  1%

I didn't want to explain a long medical history  20%

It was a personal matter and I felt uncomfortable with another GP  6%

I trust my usual GP  38%

I don't know anything about the other GPs in the practice  7%

Do you know on which days your usual GP works?

Yes  21%

No  71%

No response  8%

Evening Appointments

The surgery is normally open until 6:30pm. Would you be likely to want an appointment after that time?

Very likely  6%

Fairly likely  15%

Not very likely  31%

Not at all likely  29%

Never  13%

Don't know  3%

No response  3%

If you were likely to want an appointment after 6:30pm, when would it be?

Between 6:30 and 7:00pm  47%

Between 7:00 and 7:30pm  15%

Between 7:30 and 8:00pm  2%

Later than 8:00pm  1%

No response  35%

What types of appointment would you be likely to attend in the evening? (You can choose more than one answer)

Urgent care  50%

New problem that started that day  57%

A routine appointment for problem that has developed over time  22%

Ongoing medical care (e.g. diabetic check)  17%

Health checks  9%

Smear test  11%

Blood test  16%

Other (please give details below)  1%

SERVICE IN THE SURGERY

Our Patient Participation Group identified 3 areas of improvement and the following questions relate to those items.

Waiting Times in the Surgery

As an estimate, how long do you think you wait to be seen by the DOCTOR after your routine appointment time?

Most times I get seen within a few minutes of waiting  5%

I often have to wait for more than 5 minutes  17%

I often wait for longer than 10 minutes  35%

I often have to wait up to 20 minutes  26%

I often wait for over 20 minutes to be seen  12%

No response  5%

As an estimate, how long do you think you wait to be seen by the NURSE after your routine appointment time?

Most times I get seen within a few minutes of waiting  28%

I often have to wait for more than 5 minutes  33%

I often wait for longer than 10 minutes  21%

I often have to wait up to 20 minutes  9%

I often wait for over 20 minutes to be seen  1%

No response  8%

In your opinion, what is a reasonable length of time to wait to be seen by any clinician after your appointment time?

I don't want to wait at all  5%

Up to 5 minutes  10%

Up to 10 minutes  47%

Up to 15minutes  14%

Up to 20 minutes  8%

I don't mind as long as I'm seen  9%

No response  7%

If you attend a 'Same Day' appointment there is a risk of consultations over running due to the type of medical treatment required (sometimes emergency cases which need monitoring and sending to hospital). How long would you be prepared to wait for your appointment?

I don't want to wait at all  1%

Up to 5 minutes  10%

Up to 10 minutes  15%

Up to 15minutes  17%

Up to 20 minutes  13%

I don't mind as long as I'm seen  38%

No response  6%

If your Same Day appointment was delayed considerably, what would be your preferred alternative?

Stay and wait to be seen  55%

Book a telephone call later that day  12%

Book another appointment in the afternoon  18%

Book another appointment for the next morning Same Day surgery  3%

Book another appointment on a day of your choosing  7%

No response  5%

Understanding Consultations

How thorough was the doctor when they asked you about your symptoms and how you were feeling?

Very good  71%

Good  23%

Poor  1%

Very Poor  0%

Does not apply  0%

No response  5%

How well did the doctor listen to you?

Very well  78%

Fairly well  15%

Not very well  0%

Not at all  0%

Does not apply  0%

No response  7%

How well did the doctor explain your problem and/or any treatment?

Very well  78%

Fairly well  18%

Not very well  0%

Not at all  0%

Does not apply  0%

No response  4%

Please think about the last appointment you had with a doctor. Rate your level of understanding after that consultation.

I understood everything the doctor said  78%

I understood most of what was said  16%

I understood some of what was said  1%

I didn’t understand anything  0%

Does not apply  0%

No response  5%

How do you help yourself to understand what the doctor is saying? (You can choose more than one answer)

I ask lots of questions  85%

I take someone with me  8%

I write everything down  1%

I have a checklist of points that I need to raise  15%

Other (please give example(s)  2%

If you have any other comment about Understanding Consultations, please write in this box

Prescriptions

Are you on regular (repeat) medication?

Yes  86%

No  10%

No response  4%

How do you order your prescription?

I hand in my repeat request by hand to reception  40%

I order online through the surgery website  27%

I telephone reception with my request (housebound patients only)  0%

I use the local pharmacy repeat prescribing service  16%

Other  5%

Does not apply  3%

No response  9%

How long do you expect to wait until you receive your medication?

Later that same day  8%

The next day  7%

2 working days  49%

3 working days  19%

1 week  4%

Longer than a week  1%

I don’t know  0%

No response  12%

What problems have you experienced with prescriptions and medication (repeat or one off items)? (You can choose more than one answer)

Medication not ready when attempt made to collect  35%

Lost prescription  8%

Incorrect medication  5%

Incorrect quantity or dose  4%

Incorrect pharmacist or not in surgery if collecting  2%

Other  8%

If you had a prescription query, please rate how well it was dealt with

Very well  36%

Fairly well  24%

Not very well  8%

Badly  1%

Doesn’t apply  14%

No response  17%

Please give any comments or suggestions in the box below to help us improve our prescription service

Reception Staff

How do you normally book appointments? (You can choose multiple methods if you wish)

In person  38%

By telephone  80%

Online  17%

Doesn't apply  0%

Which method(s) would you prefer to use to book appointments?

In person  28%

By telephone  64%

Online  36%

Doesn't apply  0%

How helpful do you find the reception Staff?

Very helpful  53%

Fairly helpful  31%

Not very helpful  6%

Not at all helpful  5%

Don't know  0%

No response  5%

If you have found the reception Staff to be unhelpful, please give example(s)

What positive behaviours have you experienced from the reception Staff in the past? (You can choose more than one answer)

A smile  59%

Politeness  71%

Helpfulness  60%

Knowledgeable  22%

Offered alternatives  29%

Kept you informed  12%

I haven't experienced any positive behaviour  6%

What negative behaviours have you experienced from the reception Staff in the past? (You can choose more than one answer)

Grumpiness  11%

Not polite  10%

Unhelpful  12%

Did not know what to do  4%

Did not offer any alternatives  10%

Did not keep you informed  2%

I haven't experienced any negative behaviour  63%

THE SURGERY BUILDING

Our Patient Participation Group identified 3 areas of improvement and the following questions relate to those items.

The Waiting Room

Which POSITIVE statements would you use to describe the surgery waiting room? (You can choose more than one answer)

Welcoming  28%

Comfortable seating  38%

Comfortable temperature  48%

Bright  41%

Good decor  20%

Informative displays  57%

Good selection of reading material  18%

Able to tell when appointment called  69%

Enjoy background music  20%

Activities for children  13%

Other (please give details in COMMENTS box)  1%

COMMENTS

Which NEGATIVE statements would you use to describe the surgery waiting room? (You can choose more than one answer)

Not welcoming  7%

Uncomfortable seating  28%

Cramped  40%

Too hot  15%

Too cold  3%

Dingy  5%

Unsatisfactory information on display  2%

Bad selection of reading material  18%

Can't tell when appointment ready  1%

Bad background music  14%

Lack of childrens activities  8%

Other (Please give details in COMMENTS box)  0%

COMMENTS

Privacy

Which Privacy issue concerns you most?

Giving information about your condition over the phone to reception  12%

Giving information to the receptionist over the counter  31%

Giving a urine/faeces sample to the receptionist  7%

Name being shown on appointment call board  1%

Being seen in the waiting room from outside  0%

Our security cameras  0%

Other (Please give details in the box below)  1%

No response  48%

Do you know if you can ask to speak to a member of the team confidentially, away from the front desk?

Yes  8%

No  35%

Never thought about it  52%

No response  5%

Sometimes the GPs are assisted by a specially qualified nurse and patients are asked about their reason for visiting in order to select the right patients. Would you be happy to give this information for this selection process?

Yes  82%

No  8%

No response  10%

Toilet Facilities

Please rate the toilet facilities in the surgery

Very good  32%

Fairly good  29%

Not very good  3%

Not good at all  0%

I have no opinion on this matter  28%

No response  8%

If you felt they were not good, please say why in the box below

What improvements could be made?

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

Are you male or female?

Male  36%

Female  56%

No response  8%

What age are you?

Under 16  0%

17 - 24  2%

25 - 34  7%

35 - 44  14%

45 - 54  17%

55 - 64  19%

65 - 74  19%

75 - 84  14%

Over 84  1%

No response  7%

What is the ethnic background with which you most identify?

White British  96%

White Irish  0%

Mixed White & Black Caribbean  0%

Mixed White & Black African  0%

Mixed White & Black Asian  0%

Indian  0%

Pakistani  0%

Bangladeshi  0%

Black Caribbean  0%

Black African  0%

Chinese  0%

Other  0%

No response  4%

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

Regularly  48%

Occasionally  39%

Very Rarely  7%

No response  6%

Many thanks for taking the time to complete our survey