Castle Medical Centre, Kenilworth

1a Are these surgery hours suitable for you?

Yes  81%

No  17%

No response  2%

Comments

The Surgery currently offers pre-bookable appointments on a Saturday morning and late appointments until 8.00pm on one evening per week. To accommodate this service the surgery closes on a Friday afternoon.

1b Please tick your preference

Open Saturday morning and one evening per week  67%

(and close on a Friday afternoon)  1%

No response  32%

Or

Open on a Friday afternoon (and close on a Saturday morning and close every night at 6.30pm)  22%

No response  78%

Appointments

2a Have you missed any appointments in the last 12 months?

Yes  9%

No (please go to question 3)  89%

No response  2%

2b If yes, how many?

1  5%

2  0%

3  0%

more  0%

No response  95%

2c What was the reason?

No longer felt the appointment was necessary  0%

Forgot to attend  4%

Difficulty in getting to the surgery  0%

Too unwell to attend  0%

Family/Carer commitments  0%

Other  2%

No response  94%

Comments

You can cancel appointments in person at reception, by telephone on a dedicated extension number and online via our website and by email.

3a Have you cancelled any appointments in the last 12 months?

Yes  29%

No (please go to question 4)  66%

No response  5%

3b How did you cancel your appointment?

In Person  2%

By Telephone  22%

Online  5%

Email  0%

No response  71%

3cDo you find it quick and easy to cancel appointments?

Yes  28%

No  3%

No response  69%

Comments

You can make doctors appointments in person, by telephone or online via the link on the website.

4 How do you make your doctors appointments?

In person at reception  33%

By telephone  53%

Online  10%

No response  4%

We are considering sending patients text reminders informing you of your appointment date and time.

5 Would this be helpful?

Yes  54%

No  40%

No response  6%

Comments

There is an Automatic Check-in Facility located in reception where you are able to check in for your appointment without having to wait for a receptionist to become available. At peak times answering the telephone takes priority. By using the check in machine you will prevent any delay in letting the clinician know that you are here for your appointment.

6 Do you currently use the Automatic Check-in Facility?

Yes  81%

No  11%

Not sure know how to do this  4%

No response  4%

Comments

Doctors and Nurses try very hard to keep their surgery appointments running on time. However, due to some patients having complex problems and needing more time this is not always possible.

7 When you have checked in for your appointment, how long would you consider reasonable to wait to see the doctor?

Up to 10 minutes  22%

10-20 minutes  55%

20-30 minutes  14%

Longer than 30 minutes.  3%

No response  6%

Comments

Prescriptions

You can order repeat prescriptions by dropping in your repeat slip into the box just inside the main entrance, if you have lost your prescription slip you can fill in a form at reception, you can order your prescription using our website, you can use the secure fax number or ou can use the repeat dispensing service. You can have your prescription dispatched from the surgery direct to a pharmacy, you can then pick up your medicines direct from the pharmacy without having to come back to the surgery to collect it first.

8a How do you order your repeat prescription?

Bring repeat slip to the surgery  38%

Fax  0%

Website  19%

Repeat dispensing service  27%

No response  16%

Comments

8b Do you have any difficulty obtaining your repeat prescriptions?

Yes  6%

No  78%

No response  16%

Comments

Telephone system

Our new telephone system has enabled us to shorten telephone waiting times by using option buttons, which filter calls to the relevant people. Callers to reception are now told where they are in the queue.

The phone lines are open Monday to Thursday 8.30am - 12.30pm and 2.00pm - 6.00pm and Friday 8.30 - 12.30pm.

9a Would you find it helpful if our lines were also open Monday to Thursday between 12.30pm and 2.00pm?

Yes  74%

No  21%

No response  5%

9b Would you find it helpful if our lines were also open Monday to Thursday between 6.00pm and 6.30pm?

Yes  46%

No  42%

No response  12%

9c Would you find it helpful if our lines were also open Monday to Friday between 8.00am and 8.30am

Yes  73%

No  19%

No response  8%

Comments

If you telephone the surgery when we are closed there is an answer phone message, this will tell you the telephone number of the Out of Hours Service.

10a Have you used the Out of Hours Service in the last 12 months?

Yes  21%

No (please go to question 11)  75%

No response  4%

10b Did you find it easy to access this service?

Yes  19%

No  3%

No response  78%

10c How do you rate the service you received?

Excellent  7%

Good  7%

Satisfactory  4%

Fair  1%

Poor  1%

No response  80%

Comments

Premises

The surgery are considering a refit in the near future, making the reception area bigger, incorporating a side room for patients to discuss personal/confidential matters in private, a childrens area and making the waiting areas better.

11 What are your preferences regarding seating in the waiting rooms?

Chairs with arms  25%

Higher back chairs  4%

Bench seats (fixed)  0%

Chairs in the waiting rooms are adequate  63%

No response  8%

Comments

12 Would you like the childrens area to be .....

Part of the main waiting area  12%

Separated from the main waiting area  69%

No response  19%

Comments

We have introduced music in the waiting room to help confidentiality (so conversations in consulting rooms can't be heard).

13a What is your preference for the music playing in the surgery?

Radio  45%

CD  30%

No response  25%

Comments

13b If radio then which would you prefer?

Radio 2  28%

Local Radio  21%

No response  51%

Comments

We are considering a visual display sign to accompany the tannoy for when your name is called.

14 Would this be helpful?

Yes  80%

No  14%

No response  6%

Comments

In order to make sure we try and survey a representative sample of the patients that are registered at this practice would you please provide the following information?

Are you male or female?

Male  33%

Female  59%

No response  8%

How old are you?

18 to 24  4%

No response  96%

25 to 34  3%

No response  97%

35 to 44  10%

No response  90%

45 to 54  11%

No response  89%

55 to 64  16%

No response  84%

65 to 74  23%

No response  77%

75 to 84  21%

No response  79%

85 or over  4%

No response  96%

What is your ethnic group?

A. White

English/Welsh/Scottish/Northern Irish/British  91%

Irish  0%

Gypsy or Irish Traveller  0%

Any other White background  1%

No response  8%

B. Mixed/multiple ethnic groups

C. Asian/Asian British

D. Far Eastern

E.Black/African/Caribbean/Black British

F.Other Ethnic Group

Thank you for your time.

If you feel you would like to be involved with our patient reference group and help influence services provided at the surgery and local hospitals then please contact the surgery or look at the practice website:http://www.castlemedicalcentre.co.uk/for further information.

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