Valley View Surgery

Number of Responses: 176

Information about you

1. Are you:

Male  36%

Female  63%

2. Please select your age group:

16-25  19%

26-35  30%

36-50  28%

51-65  12%

65 and over  7%

No response  4%

3. Please select your ethnic group:

Asian or Asian Black – Bangladeshi  9%

Asian or Asian Black – Indian  3%

Asian or Asian Black – other background  0%

Asian or Asian Black – Pakistani  57%

Black or Black British – Caribbean  0%

Black or Black British African  0%

Black or Black British – other background  0%

Mixed – Other background  0%

Mixed – White and Asian  2%

Mixed White  0%

and Black African  0%

Mixed – White and Black Caribbean  0%

Chinese  1%

White – British  22%

White Irish  1%

No response  5%

Access

Thinking of the times you have phoned the surgery, how would you rate the following.

4. How easy was it to get through to book an appointment?

Very easy  10%

Fairly easy  18%

Neither easy or difficult  21%

Fairly difficult  25%

Very difficult  22%

Don't know / never tried  0%

No response  4%

5. How easy was it to make an appointment with a doctor at the time you wanted?

Very easy  10%

Fairly easy  23%

Neither easy or difficult  18%

Fairly difficult  27%

Very difficult  16%

Don't know / never tried  1%

No response  5%

6. Are you able to see the doctor you wanted?

Never  5%

Sometimes  60%

Always  22%

Don't know / never tried  7%

No response  6%

7. How important is it to you that you see the doctor of your choice when coming to the surgery?

Very important  55%

Fairly Important  27%

Not very important  3%

Not important  6%

Don't know  4%

No response  5%

8. How long after your appointment time do you normally have to wait to be seen by the doctor or nurse?

5 minutes or less  25%

6-10 minutes  47%

11-20 minutes  19%

21-30 minutes  3%

More than 30 minutes  1%

No response  5%

9. How do you feel about how long you normally have to wait?

I don't normally have to wait long  60%

I have to wait a bit too long  30%

I have to wait far too long  1%

No opinion / doesn't apply  5%

No response  4%

10. How do you feel about "telephone triage" (where a doctor/practitioner decides whether you need to be seen on the day)?

I would be satisfied  50%

I would not be satisfied  34%

Don't know / never used this service  14%

No response  2%

Reception

11. How helpful do you find our receptionists at the surgery?

Very helpful  55%

Fairly helpful  37%

Not very helpful  4%

Very unhelpful  1%

No opinion / doesn’t apply  1%

12. When you are in the reception area, can other patients hear what you say to the receptionists?

Yes  67%

No  31%

No response  2%

13. If you answered yes to the above question, how do you feel about this?

It doesn’t bother me  16%

It only happens sometimes / it’s not really a problem  24%

I ask to speak privately  13%

I feel uncomfortable as I don’t want anyone to hear  13%

I feel uncomfortable so I don’t explain what I need properly  7%

Other  10%

No response  17%

14. Do you feel that the new "wait here" sign has improved confidentiality in the reception area?

Yes  70%

No  26%

No response  4%

Patient Information

15. How easy is it to find out about the opening hours and services offered by our surgery?

Very easy  50%

Fairly easy  41%

Not very easy Not at all easy  4%

No response  5%

16. Are you aware of the surgery website and how to access it?

Yes  44%

No  53%

No response  3%

If you answered yes, is there any other information that you would like to see included?

Appointments

17. Sometimes patients arrive late for their appointments which is a problem because it has a knock on effect to other patients. Thinking about those patients who arrive late for their appointments, how do you think the surgery should deal with this issue?

See them on arrival as soon as it is convenient  35%

See them at the end of the surgery  35%

Ask them to make an alternative appointment if possible  22%

No response  8%

18. Following the results of last years survey, there is now a system in place where patients will not be seen if they attend 15 minutes or more late for their appointment. Up to 15 minutes late, patients may or may not be seen - at the discretion of the doctor or nurse their appointment is booked with. Do you think that this new system is:

Fair  86%

Not fair  9%

No response  5%

19. Missed appointments are a big problem for us as it wastes clinical time that could have been allocated to other patients. How would you like to see us tackle this problem?

Undertake a campaign to highlight how important it is to keep appointments  13%

Send appointment reminders via phone  58%

Write to inform them of the missed appointment and warn of the consequences i.e. removal from the list  23%

No response  6%

20. One of the ways we use to try to reduce the number of missed appointments is to remind patients about their routine appointments by phone and by text message to a mobile. How helpful do you / would you find this service?

Very helpful  81%

Fairly helpful  10%

Not very helpful  1%

Not helpful at all  0%

No opinion / doesn’t apply  2%

No response  6%

If you wish to receive text reminders please complete a form at the reception desk.

Prescriptions

21. How satisfied are you with our current system for asking for repeat prescriptions?

Very satisfied  42%

Fairly satisfied  39%

Not very satisfied  7%

Not satisfied at all  5%

No response  7%

22. Are you aware that you can now order repeat prescriptions on the web site?

Yes  30%

No  66%

No response  4%

Other

23. How satisfied are you with the service you receive at the surgery?

Very satisfied  48%

Fairly satisfied  43%

Not very satisfied  5%

No response  4%

24. Would you recommend the surgery to someone who has just moved into the local area?

Yes  82%

No  13%

No response  5%

If no, please tell us why

Thank you

Thank you for taking the time to answer this survey. Your comments help us make decisions about how the practice is run.