Patient Reference Group Survey 2013
What gender are you?
Please select your age group
ACCESS
How easy was it to get through to book an appointment?
How easy was it to make an appointment with a doctor at the time you wanted?
Are you able to see the Doctor you wanted?
If you were unable to have the doctor of your choice did this cause you stress or concern?
If you had a choice as to when you attend for an appointment when would it be?
How long after your appointment time do you normally have to wait to be seen by the doctor or nurse?
Were you informed that the doctor / nurse was running late?
How do you feel about how long you normally have to wait?
If you were not able to get an appointment on the day you contacted the surgery how long after that day were you given an appointment?
How do you feel about “ telephone triage “ (where a doctor/practitioner decides whether you need to be seen on the day)?
How many times have you needed to phone for an appointment before getting through to a Receptionist?
Do you find the coloured waiting areas useful?
RECEPTION
How helpful do you find our Receptionists at the surgery?
When you are in the reception area, can other patients hear what you say to the Receptionists?
If you answered yes, how do you feel about this?
Do you feel that important notices such as practice leaflets, newsletters or information on how to arrange repeat prescriptions should be handed out, with an oral explanation, by Reception / Dispensary staff?
Can patients hear when Reception staff call names out?
How can we address the problem?
PATIENT INFORMATION How easy is it to find out about the opening hours and services offered by our surgery?
Are you aware of the surgery website and how to access it?
If you answered yes is there any other information that you would like to see included?
Would you access practice information from any other source if this was available i.e. chemists, newspapers etc?
Please enter suggestions of where you would like to access information from.
APPOINTMENTS
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?
Please add additional comments
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?
One of the ways we use to try to reduce the number of missed appointments is to remind patients about their routine appointments. How helpful do you / would you find this service?
What do you think about telephone consultations - telephone consultation service means that, where appropriate, patients can get advice and support from one of our doctors or nurses over the phone instead of coming into the surgery. Have you ever used this service?
If yes, how did you find this service?
Comments
PRESCRIPTIONS
How satisfied are you with our current system for asking for repeat prescriptions?
Would you like to use any other system for requesting prescriptions?
Is there anything that stops you picking up repeat prescriptions from the surgery?
If yes please tell us how we can help.
PATIENT EXPERIENCE
Have you recently been in hospital and if so what was your experience in the following areas.Referral for appointment
Did you understand what you were being referred for?
If no, what additional information would have been useful?
On discharge from hospital did you get appropriate follow-up from your doctor?
If no, what would you have expected?
Are you aware that the practice has now joined a Clinical Commissioning Group and you as a patient will have a say in local service provided?
What services not currently provided locally would you like to see? Please list.
Should the practice have closer links with other community services in the local area?
How do you think this could be achieved?
CLINICAL EXPERIENCE
Can you talk easily to the doctor / nurse?
Do you feel you have adequate time to discuss your health issue?
If no, how long do you feel you would need with the clinician?
Other amount of time
On a scale of 1 – 10 (1 being high and 10 being low) how confident do you feel with the clinicians?
Any other comments you would like to make please use the space below and many thanks for your time and cooperation in helping us to improve the service that we offer you.