500

Dear Patient,

Please would you complete this ten-minute survey to comment on your experiences at Mid Sussex Health Care (Ditchling, Hassocks and Hurstpierpoint surgeries)?

The questions have been designed with the help of input from our patient reference group, and ask about a range of issues that they considered important to all patients. We would like to hear how well you think the practice is doing so that we can be clear about where improvements to our services are needed.

Two questions are about wider NHS services, but the rest all focus on issues that are within the practice’s control. If you provide other suggestions or feedback where prompted, please remember to focus only on issues that we as a practice can influence.

This survey will be sent to approximately 2000 of the practice’s 19000 patients between now and the end of October 2012. After we have analysed the results, we will invite some of those surveyed to meet with practice staff to discuss the answers and to draw up an appropriate action plan for the coming year. If you don't receive an invitation this time round, you may receive one in the future, as we plan to repeat this exercise at least annually.

Please do not use the survey to single out individual members of the practice team for comment. If you'd like to discuss a particular issue (whether a compliment or a complaint), please email me: Caroline.Banfield@nhs.net or telephone me on 01273 837980.

Thank you very much for your time and your feedback.

Caroline Banfield, Practice Business Manager.

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


SECTION 1: Information about you

Q1.1 How did you access this survey? (tick whichever applies)

  28%
  0%
  52%
  5%
  11%
  4%

Q1.2 Do you visit one/some/all of our sites? (please tick all that apply)

  34%
  54%
  55%


SECTION 2: Getting appointments at Mid Sussex Health Care

Q2.1 Are we open at times that are convenient to you? (0830-1800 Mondays-Fridays with evening surgeries on Mondays from 1830-2130 at Hurstpierpoint)

  87%
  8%
  2%
  3%

Q2.2 Which of the following additional opening hours would make it easier for you to see or speak to a doctor or nurse? Please tick all boxes that apply.

  17%
  20%
  36%
  14%
  42%

Q2.3 How do you normally book your appointments at the practice? Please tick all boxes that apply.

  27%
  71%
  23%
  0%

Q2.4 Which method would you prefer to use to book your appointments? Please tick all boxes that apply.

  23%
  60%
  37%
  1%

Q2.5 How easy is our online booking system to use?

  65%
  22%
  7%
  2%
  0%
  4%

Q2.6 When you telephone for an appointment, how quickly is your call normally answered?

  26%
  32%
  21%
  9%
  7%
  5%

Q2.7 Thinking of times when you want to see a particular doctor for a non-urgent appointment, how quickly do you usually get seen?

  4%
  6%
  11%
  22%
  31%
  19%
  7%

Q2.8 Thinking of times when you were willing to see any GP for an urgent appointment, how quickly do you usually get seen?

  59%
  19%
  9%
  2%
  1%
  0%
  10%

Q2.9 If you have contacted us to request a home visit, were you satisfied with how we dealt with your request?

  78%
  13%
  2%
  2%
  1%
  4%

Q2.10 If you wish to comment further on your experience of requesting/receiving home visits, please do so below

SECTION 3: Your experience on arriving at the surgery

Q3.1 How clean is your GP surgery?

  86%
  12%
  0%
  0%
  2%

Q3.2 Do receptionists always greet/acknowledge you when you arrive at front desk?

  74%
  24%
  2%

Q3.3 Are receptionists friendly and polite?

  91%
  5%
  4%

Q3.4 Do receptionists tell you if a particular GP has been delayed by emergencies/other work and is therefore behind schedule?

  57%
  34%
  9%

Q3.5 In the reception area, can other patients overhear what you say to reception staff?

  58%
  16%
  11%
  11%
  4%

Q3.6 How long after the scheduled start of your appointment do you normally have to wait in the waiting room?

  9%
  49%
  30%
  6%
  2%
  4%

SECTION 4: Your experience during consultations

Comments on the GP Team:

Q4.1 Does the GP that you usually see give you enough time?

  64%
  24%
  6%
  1%
  2%
  3%

Q4.2 Does the GP that you usually see listen to you?

  74%
  16%
  5%
  0%
  1%
  4%

Q4.3 Does the GP that you usually see explain tests and treatments to you in a way that you understand?

  70%
  17%
  6%
  1%
  3%
  3%

Q4.4 Does the GP that you usually see treat you with care and concern?

  76%
  14%
  4%
  0%
  1%
  5%

Q4.5 Does the GP that you usually see involve you in decisions about your care?

  64%
  20%
  3%
  1%
  7%
  5%

Q4.5 Does the GP that you usually see answer your questions?

  73%
  15%
  5%
  0%
  1%
  6%

Q4.5 What are your suggestions for how our GPs could better meet your health needs and/or improve the service they offer to patients?

Comments on the Nursing Team i.e. Nurses, Health care assistants and Phlebotomists (blood takers)

Q4.6 Do the nursing team members that you usually see give you enough time?

  64%
  16%
  1%
  0%
  16%
  3%

Q4.7 Do the nursing team members that you usually see listen to you?

  63%
  15%
  2%
  0%
  16%
  4%

Q4.8 Do the nursing team members that you usually see explain tests and treatments to you in a way that you can understand?

  59%
  14%
  5%
  0%
  18%
  4%

Q4.9 Do the nursing team members that you usually see treat you with care and concern?

  65%
  13%
  2%
  0%
  16%
  4%

Q4.10 Do the nursing team members that you usually see involve you in decisions about your care?

  49%
  11%
  4%
  1%
  30%
  5%

Q4.11 Do the nursing team members that you usually see answer your questions?

  60%
  16%
  2%
  0%
  17%
  5%

Q4.12 What are you suggestions for how the nursing team could better meet your health needs and/or improve the service they provide to patients?

SECTION 5: HEALTH AWARENESS/EDUCATION

Q5.1 How well do the practice doctors/nurses help you to understand your health problems?

  56%
  28%
  3%
  0%
  9%
  4%

Q5.2 How well do the practice doctors/nurses help you to cope with your health problems?

  54%
  28%
  3%
  0%
  11%
  4%

Q5.3 How well do the practice doctors and nurses help you to keep yourself healthy?

  46%
  27%
  4%
  1%
  17%
  5%

Q5.4 What could we do to assist you more with the issues outlined in this section?


SECTION 6: Closing comments

Q6.1 Overall, how would you describe your experience of our practice?

  38%
  39%
  14%
  4%
  0%
  0%
  5%

Q6.2 What does the practice do well, and/or what could it do better, in terms of how it communicates with patients?

Q6.3 Are there any other specific suggestions you have for how we could improve our service to patients?

The Wider NHS

The next 2 questions have been included at the request of NHS West Sussex and relate to services beyond the practice (e.g. local hospitals etc).

Q6.4 In your experience of NHS Services you have used, what works well?

Q6.5 In your experience of NHS Services you have used, what works badly?


AND FINALLY...

NHS Sussex has asked us to collect the following data so that we can see if we are meeting the needs of different demographic groups:

Are you male or female?

  38%
  58%
  4%

What age are you?

  0%
  1%
  5%
  7%
  10%
  12%
  32%
  23%
  5%
  5%

What is the ethnic background with which you most identify?

  90%
  0%
  0%
  0%
  0%
  0%
  1%
  0%
  0%
  0%
  0%
  3%
  6%

Do you consider yourself to have a disability?

  13%
  80%
  2%
  5%

Which of the following best describes you?

  31%
  0%
  0%
  2%
  3%
  56%
  3%
  5%

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