107

Dear Leith Hill Practice Patient

I would be very grateful indeed if you could complete this survey based on your experience at our surgeries. The doctors, nurses and administration team all want to provide the highest standard of service and care.

Feedback from this survey will help us to identify areas that may need improvement. Your opinions are so very valuable. Please answer ALL the questions that apply to you. There are no right or wrong answers and we will NOT be able to identify your individual answers.

Finally please add any comments or suggestions in the box near the end of the survey - this is often where the most valuable ideas and improvements come from! Thank you for your help.

To help us analyse your answers please tell us a few things about yourself

1. Are you male or female?

  30%
  66%
  4%

2. What age are you?

  2%
  2%
  1%
  14%
  13%
  23%
  24%
  12%
  4%

3. What is the ethnic background with which you most identify?

  96%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  1%
  3%

4. How would you describe how often you come to the Leith Hill Practice?

  20%
  36%
  35%
  9%

5. How would you prefer to be contacted, for instance, following an abnormal blood test result? We cannot leave clinical information – we would only be asking you to contact the surgery.

  48%
  0%
  34%
  9%
  6%

6. Do you find our text message appointment reminders and confirmations useful?

  71%
  15%
  14%

Do you have any comments about how this service could be improved?

7. When you phone us and we are engaged would you like to wait in a queue rather than receive an engaged tone as at present?

  57%
  41%
  2%

Do you have any comments about how this service could be improved?

8. How do you feel about the length of time you have to wait to talk to a receptionist at the desk whilst visiting The Old Forge Surgery, Capel?

  43%
  39%
  14%
  1%
  0%
  3%

9. How do you feel about the length of time you have to wait to talk to a receptionist at the desk whilst visiting The Northbrook Surgery, South Holmwood?

  37%
  29%
  7%
  0%
  0%
  27%

10. How do you feel about the length of time you have to wait to talk to a dispenser at the desk whilst visiting The Old Forge Surgery, Capel?

  33%
  36%
  20%
  1%
  0%
  10%

11. How do you feel about the length of time you have to wait to talk to a dispenser at the desk whilst visiting The Northbrook Surgery, South Holmwood?

  28%
  29%
  10%
  0%
  0%
  33%

12. How do you feel about the length of time you have to wait to for medication to be dispensed when you have seen a Doctor or Nurse at The Old Forge Surgery, Capel?

  37%
  31%
  22%
  3%
  0%
  7%

13. How do you feel about the length of time you have to wait to for medication to be dispensed when you have seen a Doctor or Nurse at The Northbrook Surgery, South Holmwood?

  27%
  31%
  12%
  0%
  0%
  30%

14. How do you feel about the length of time you have to wait to for repeat medication to be retrieved at The Old Forge Surgery, Capel?

  31%
  31%
  17%
  7%
  0%
  14%

Do you have any comments about how this service could be improved?

15. How do you feel about the length of time you have to wait to for repeat medication to be retrieved at Northbrook Surgery, South Holmwood?

  20%
  18%
  9%
  1%
  0%
  52%

Do you have any comments about how this service could be improved?

16. How do you feel about the level of privacy when speaking to a receptionist or dispenser whilst visiting The Old Forge Surgery, Capel?

  20%
  28%
  32%
  10%
  0%
  10%

Do you have any comments about how this service could be improved?

17. How do you feel about the level of privacy when speaking to a receptionist or dispenser whilst visiting The Northbrook Surgery, South Holmwood?

  16%
  24%
  18%
  1%
  0%
  41%

Do you have any comments about how this service could be improved?

18. How do you find the standard of our waiting room and facilities at The Old Forge Surgery, Capel?

  52%
  35%
  6%
  1%
  0%
  6%

Do you have any comments about how this service could be improved?

19. How do you find the standard of our waiting room and facilities at The Northbrook Surgery, South Holmwood?

  28%
  38%
  9%
  0%
  0%
  25%

Do you have any comments about how this service could be improved?

20. How often do you look at our website (not including our appointment and repeat medication service, SystmOnLine)?

  12%
  14%
  32%
  37%
  5%

Do you have any comments about how this service could be improved?

21. How often do you use SystmOnLine to book or cancel appointments on-line?

  7%
  14%
  19%
  50%
  10%

Do you have any comments about how this service could be improved?

22. How often do you use SystmOnLine to request repeat medication on-line?

  35%
  7%
  8%
  39%
  11%

Do you have any comments about how this service could be improved?

23. Would you find it useful to be able to access your medical records on-line?

  64%
  32%
  4%

24. Do you feel that a TV in the waiting room at The Old Forge Surgery in Capel showing health-related presentations and information (with no sound) would be valuable?

  34%
  60%
  6%

25. Do you feel that a TV in the waiting room at Northbrook Surgery, South Holmwood showing health-related presentations and information (with no sound) would be valuable?

  27%
  45%
  28%

26. Please add any other comments, suggestions or ideas in the box below. Thank you

Many thanks for taking the time to complete this survey. We will be collecting and analysing the results and working with members of the Leith Hill Practice Patient Reference Group to decide what action we can take and how we can improve.

The results of the survey and a report on what we plan to do next will be published on our website, in our newsletter and in our waiting room in due course.

Regards,

Andrew McFarlane,

Practice Manager.