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Dear Patient

We are keen to try and improve the service we offer to you our patients.

Your comments are very important because they will be used to help us develop a better service for all of you.

We would therefore be grateful if you could spare 10 minutes to tell us what you think of our service and what changes you would like to see.

Please answer the questions on the following pages by ticking the appropriate box or use the space provided to give us your comments. Any information you provide will be kept confidential.

Thank you very much for helping us to help you.

Section One: Access to our services

In this section we’re trying to get an idea of how people feel about accessing this practice’s services.

How often do you use the practice?

  4%
  16%
  64%
  6%
  4%
  6%

Results chart

Other(please state)

Non Urgent Appointments

How easy do you find it to book a non-urgent appointment with a doctor?

  6%
  35%
  40%
  17%
  2%

Results chart

How easy do you find it to book a non-urgent appointment with a nurse?

  8%
  54%
  21%
  10%
  7%

Results chart

How do you normally book an appointment to see a doctor or nurse?

  18%
  77%
  4%

Results chart

Other (please state)

How could we make it easier to book an appointment?

Comment

Urgent Appointments

When you last wanted to book an urgent appointment with the doctor/nurse were you able to do so?

  61%
  16%
  18%
  5%

Results chart

If you couldn’t get an urgent appointment why do you think this was?

  44%
  5%
  4%
  47%

Results chart

There was another reason (please state)

How easy do you find it to cancel or rearrange an appointment?

  15%
  44%
  11%
  3%
  16%
  11%

Results chart

How could we make it easier for you to cancel an appointment?

Comment

If you have been cared for by any of the following healthcare professionals in the last year please tell us what you thought of the overall care you received.

District nurse

  6%
  5%
  2%
  0%
  0%
  17%
  70%

Results chart

Community midwife

  2%
  2%
  2%
  0%
  0%
  17%
  77%

Results chart

Health visitors

  2%
  3%
  2%
  0%
  0%
  16%
  77%

Results chart

Health care assistant/worker

  1%
  2%
  1%
  0%
  0%
  18%
  78%

Results chart

Specialist nurses

  4%
  4%
  1%
  0%
  0%
  18%
  73%

Results chart

Specialist nurses

  0%
  0%
  0%
  0%
  0%
  14%
  86%

Results chart

Specialist GP service (e.g. diabetes or dermatology)

  1%
  2%
  2%
  1%
  0%
  18%
  76%

Results chart

Community physiotherapist

  1%
  0%
  1%
  0%
  0%
  20%
  78%

Results chart

Occupational therapist

  0%
  1%
  1%
  0%
  0%
  20%
  78%

Results chart

Intermediate care team

  0%
  0%
  0%
  0%
  0%
  19%
  81%

Results chart

Do you find the premises easy to access?

  43%
  46%
  1%
  1%
  9%

Results chart

Section Two: Information and Advice

The information that people have access to is really important in helping them to manage their health. We want to find out what you think of the information we provide to patients and what we should do differently.

How do you feel about the information we currently provide to you?

  11%
  61%
  7%
  1%
  12%
  8%

Results chart

How do you feel about the methods we use to provide this information?

Information from the doctor or nurse

  22%
  52%
  3%
  0%
  5%
  1%
  0%
  17%

Results chart

Television screen

  9%
  42%
  1%
  0%
  15%
  1%
  0%
  32%

Results chart

Health leaflets

  8%
  38%
  1%
  0%
  17%
  2%
  0%
  34%

Results chart

Check in screen

  25%
  42%
  0%
  1%
  2%
  0%
  0%
  30%

Results chart

Notice board

  6%
  36%
  1%
  0%
  20%
  2%
  0%
  35%

Results chart

Website

  1%
  18%
  1%
  0%
  25%
  10%
  0%
  45%

Results chart

  0%
  0%
  0%
  0%
  2%
  1%
  0%
  97%

Results chart

  0%
  0%
  0%
  0%
  0%
  0%
  0%
  100%

Other (please state)

What kind of information and advice would you like to be able to access in this practice?

  34%
  8%
  13%
  5%
  40%

Results chart

Other (please state)

Do you feel that you have enough opportunity to give feedback, raise concerns and complaints or make suggestions?

  60%
  20%
  9%
  11%

Results chart

Section Three: Quality of service

We believe that providing high quality services is vitally important to our patients. Please tell us what you think of our services.

Please tell us how much to agree or disagree with the following statements. Please tick ONE box for each statement.

I am treated with dignity and respect at my GP practice

  57%
  28%
  6%
  1%
  0%
  0%
  8%

Results chart

My personal values and beliefs are respected by my GP practice

  52%
  18%
  2%
  1%
  0%
  10%
  17%

Results chart

The receptionist/administrator was polite and helpful

  44%
  30%
  14%
  3%
  1%
  0%
  8%

Results chart

I was worried because other people could overhear me talking to the receptionist

  6%
  8%
  26%
  19%
  20%
  9%
  12%

Results chart

I felt bothered or threatened by other patients

  1%
  0%
  1%
  4%
  70%
  12%
  12%

Results chart

The doctor or nurse listens to me

  57%
  24%
  8%
  0%
  0%
  0%
  11%

Results chart

I feel that the doctor or nurse has all the information they need to treat me

  56%
  28%
  8%
  0%
  0%
  0%
  8%

Results chart

The doctor or nurse talks in a way that helps me understand my condition and treatment

  58%
  25%
  8%
  1%
  0%
  0%
  8%

Results chart

I am confident in the doctor or nurse’s ability to treat me

  57%
  28%
  6%
  0%
  0%
  0%
  9%

Results chart

I have enough time with the doctor or nurse

  49%
  33%
  8%
  1%
  0%
  0%
  9%

Results chart

I am treated with dignity and respect by the receptionist

  45%
  32%
  10%
  2%
  0%
  0%
  11%

Results chart

How do you feel about being involved in decisions about your care?

  3%
  78%
  8%
  2%
  9%

Results chart

Regular/Acute Medicines

Have you been prescribed any medicines by your GP in the past 12 months?

  83%
  10%
  2%
  5%

Results chart

Were these medications

  49%
  16%
  35%

Results chart

If you have been prescribed medicines within the last 12 months please answer the following statements.

I know enough about what my medicines are for

  61%
  21%
  0%
  0%
  0%
  0%
  18%

Results chart

I know enough about how and when to take my medicines

  72%
  12%
  0%
  0%
  0%
  0%
  16%

Results chart

I know enough about possible side effects of my medicines

  44%
  26%
  5%
  5%
  1%
  0%
  19%

Results chart

I would know what to do if I had any problems with my medicines

  48%
  25%
  4%
  2%
  1%
  0%
  20%

Results chart

What/How could we improve the information with regards to your personal medication?

Section Four: About you

We need a little bit of information about you so we can work out where things are working and for whom. We also need to know where there are areas for improvement.

Are you:

  40%
  50%
  10%

Results chart

What is your age?

  0%
  0%
  12%
  14%
  15%
  24%
  25%
  10%

Results chart

You do not have to answer the next few questions but your responses will help us to identify any specific needs some patients may have. All data will be kept strictly confidential.

Do you have a long-term health condition? These are sometimes called chronic diseases and include asthma, COPD, heart diseases, liver and kidney diseases or any other ongoing illness.

  42%
  48%
  10%

Results chart

Do you consider yourself to be disabled?

  13%
  76%
  11%

Results chart

If “yes”, what type of impairment?

  7%
  0%
  4%
  1%
  8%
  0%

Ethnic origin:

  74%
  0%
  10%
  0%
  16%

Results chart

Other ethnic groups (Please specify – e.g. Chinese,)

Thank you once again for your help