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Dear Patient,

As part of our ongoing commitment to improve and develop the practice for our patients we would be very grateful if you would complete this survey about Alvanley Family Practice.

The survey has been developed with patient feedback. Over the last 12 months several patients have joined our 'virtual' patient reference group, whereby patients can share their views and ideas with the practice via email discussion. We are always striving to provide the best service to our patients and would welcome more people to join the online patient reference group to offer their feedback. If you would like to join this 'virtual' group, please leave your email address below.

Please answer ALL the questions that apply to you. There are no right or wrong answers. Thank you.

GETTING AN APPOINTMENT

1. Think about the last time you tried to see a doctor fairly quickly. Were you able to see a doctor on the same day or in the next 2 weekdays?

  78%
  11%
  9%

Results chart

2. Last time you tried to, were you able to get an appointment with a doctor more than 2 full weekdays in advance?

  74%
  7%
  15%
  4%

Results chart

3. How do you normally book your appointments to see a doctor or nurse at the practice?

  21%
  88%
  0%
  0%

4. Which of the following methods would you PREFER to use to book appointments at the practice?

  20%
  73%
  27%
  7%

5. When booking an appointment do you have a PREFERRED GP or are you happy to see ANY GP?

  58%
  40%
  2%

Results chart

6. In the last 6 months, how often do you feel you got to see your preferred GP?

  43%
  16%
  16%
  1%
  19%
  5%

Results chart

7. Thinking of times in the last 6 months when you were willing to see ANY doctor, how quickly could you get an appointment?

  33%
  12%
  26%
  6%
  7%
  2%
  9%
  5%

Results chart

8. In the past 6 months, how easy have you found getting through on the phone?

  32%
  42%
  18%
  0%
  2%
  0%
  6%

Results chart

WAITING TIMES

9a. How long do you usually have to wait at the practice after your given appointment time for your consultation to begin?

  4%
  30%
  38%
  21%
  4%
  3%

Results chart

9b. How do you rate this?

  12%
  19%
  30%
  24%
  8%
  0%
  7%

Results chart

CONSULTATION WITH A GP

10. Last time you saw a doctor at the practice, how good was the doctor at:-

a. Giving you enough time

  78%
  19%
  0%
  0%
  0%
  1%

Results chart

b. Asking about your symptoms?

  76%
  20%
  0%
  0%
  0%
  2%

Results chart

c. Listening to you?

  79%
  16%
  0%
  0%
  0%
  2%
  3%

Results chart

d. Explaining tests and treatments?

  76%
  16%
  1%
  0%
  0%
  4%
  3%

Results chart

e. Involving you in decisions about your care?

  69%
  18%
  0%
  0%
  1%
  6%
  6%

Results chart

f. Treating you with care and concern?

  78%
  14%
  2%
  0%
  0%
  1%
  5%

Results chart

g. Taking your problems seriously?

  79%
  12%
  3%
  0%
  0%
  2%
  4%

Results chart

11. Thinking about the last time you saw a doctor at the practice, did you have confidence in the doctor?

  88%
  8%
  1%
  0%
  0%
  3%

Results chart

12. Was there anything you did not understand from the consultation?

  23%
  6%
  60%
  1%
  7%
  3%

Results chart

CUSTOMER SERVICE / SERVICE DELIVERY

13. Please rate how FRIENDLY / HELPFUL the receptionists are at the practice.

  38%
  35%
  16%
  7%
  0%
  0%
  4%

Results chart

14. We aim to answer the telephone within 6 rings. How do you feel we measure against this standard?

  21%
  30%
  22%
  21%
  3%
  0%

Results chart

15. Would you like the practice to enable patients to choose appointments online? (ie without having to ring the practice)

  52%
  23%
  20%
  5%

Results chart

16. Would you like the practice to offer a free text appointment reminder service? (ie you would receive a text message 24 hours before your appointment)

  55%
  29%
  11%
  5%

Results chart

OVERALL SATISFACTION

17. In general, how satisfied are you with the OVERALL SERVICE you get at Alvanley Family Practice?

  74%
  21%
  1%
  0%
  0%
  4%

Results chart

18. Last year, patient's commented that an improvement was needed to the way that clinician's called their patients. We listened and from this have replaced the tannoy calling system that was in use, with a mounted calling screen in the reception area for all patients to see and hear. How satisfied are you with the new calling screen?

  71%
  15%
  7%
  1%
  0%
  6%

Results chart

19. Would you recommend Alvanley Family Practice to someone who has just moved to the local area?

  83%
  14%
  0%
  0%
  0%
  3%

Results chart

What do you think would help improve the patient experience at Alvanley Family Practice?

20. Finally, it will help us to understand your answers if you could tell us a little about yourself:-

a. Are you male or female?

  33%
  59%
  8%

Results chart

b. How old are you?

  1%
  6%
  9%
  15%
  11%
  21%
  19%
  8%
  0%
  10%

Results chart

c. If you would like to join our 'virtual' patient group, please give your email below.

Thank you for completing this questionnaire. Your feedback will be collated and analysed and the results will be shared with patients via the practice website, by email to the 'virtual' patient reference group members, and there will be a copy available in the reception / waiting room, by 31st March 2013.