Patient Feedback Survey January 2013

Number of Responses: 17

(This questionnaire is based on issues that have arisen after discussion with members of our Patient Participation Group - PPG)

Q1 Overall how would you describe your experience of your GP surgery?

Very good 70%

Fairly good 11%

Neither good or poor 11%

Fairly poor 0%

Very poor 0%

No response 8%

Q2 When did you last see or speak to a GP from your GP surgery?

In the past 3 months 58%

Between 3 and 6 months ago 23%

Between 6 and 12 months ago 11%

More than 12 months ago 5%

I have never seen a GP from my GP surgery 0%

Q3 When did you last see or speak to a nurse from your GP surgery?

In the past 3 months 41%

Between 3 and 6 months ago 29%

Between 6 and 12 months ago 5%

More than 12 months ago 17%

I have never seen a nurse from my GP surgery 0%

No response 8%

Q4 Generally, how easy is it to get through to someone at your GP surgery on the phone?

Very easy 29%

Fairly easy 64%

Not very easy 0%

Not at all easy 0%

Haven’t tried 5%

Q5 How helpful do you find the receptionists at your GP surgery?

Very helpful 41%

Fairly helpful 35%

Not very helpful 17%

Not at all helpful 5%

Don’t know 0%

Q6 In the reception area, can other patients overhear what you say to the receptionist?

Yes, but I don’t mind 52%

Yes, and I’m not happy about it 47%

No, other patients can’t overhear 0%

Don’t know 0%

Q7 How do you normally book yourappointments to see a GP or nurse at yourGP surgery?

Please tick all the boxes that apply to you

In person 17%

By phone 88%

Doesn’t apply 0%

Q8 Which of the following methods would you prefer to use to book appointments at your surgery

Please tick all the boxes that apply to you

In person 17%

By phone 76%

Online 35%

No preference 0%

Q9 Is there a particular GP you usually prefer to see or speak to?

Yes 82%

No - Go to Q11 11%

No response 7%

Q10 How often do you see or speak to the GP you prefer?

Always or almost always 23%

A lot of the time 41%

Some of the time 5%

Never or almost never 17%

Not tried at this GP surgery 0%

No response 14%

Q11 Last time you wanted to see or speak to a GP or nurse from your GP surgery: What did you want to do?

See a GP at the surgery 47%

See a nurse at the surgery 23%

Speak to a GP on the phone 29%

Speak to a nurse on the phone 0%

Have someone visit me at my home 0%

I didn’t mind / wasn’t sure what I wanted 0%

Q12 And when did you want to see or speak to them?

On the same day 47%

On the next working day 0%

A few days later 23%

A week or more later 11%

I didn’t have a specific day in mind 17%

Can’t remember 0%

Q13 Were you able to get an appointment to see or speak to someone?

Yes 82%

Yes, but I had to call back closer to or on the day I wanted the appointment 5%

No - Go to Q17 5%

Can’t remember - Go to Q19 0%

No response 8%

Q14 What type of appointment did you get? I got an appointment…

…to see a GP at the surgery 58%

…to see a nurse at the surgery 17%

…to speak to a GP on the phone 17%

…to speak to a nurse on the phone 0%

…for someone to visit me at my home 0%

No response 8%

Q15 How long after initially contacting the surgery did you actually see or speak to them?

On the same day 41%

On the next working day 5%

A few days later 5%

A week or more later 41%

Can’t remember 0%

No response 8%

Q16 How convenient was the appointment you were able to get?

Very convenient .........................Go to Q19 58%

Fairly convenient ........................Go to Q19 29%

Not very convenient 0%

Not at all convenient 5%

No response 8%

Q17 If you weren’t able to get an appointment or the appointment you were offered was not convenient, why was that?

There weren’t any appointments for the day I wanted 5%

There weren’t any appointments for the time I wanted 0%

I couldn’t see my preferred GP 5%

I couldn’t book ahead at my GP surgery 0%

Another reason 5%

No response 85%

Q18 What did you do on that occasion?

Went to the appointment I was offered 11%

Got an appointment for a different day 0%

Had a consultation over the phone 5%

Went to A&E / a walk-in centre 0%

Saw a pharmacist 0%

Decided to contact my surgery another time 5%

Didn’t see or speak to anyone 0%

No response 79%

Q19 Overall, how would you describe your experience of making an appointment?

Very good 35%

Fairly good 35%

Neither good nor poor 17%

Fairly poor 0%

Very poor 11%

WAITING TIME S

Q20 How long after your appointment time do you normally wait to be seen?

I don’t normally have appointments at a particular time 5%

Less than 5 minutes 17%

5 to 15 minutes 64%

More than 15 minutes 5%

Can’t remember 5%

Q21 How do you feel about how long you normally have to wait to be seen?

I don’t normally have to wait too long 76%

I have to wait a bit too long 11%

I have to wait far too long 5%

No opinion / doesn’t apply 5%

OPENING HOURS

Q22 How satisfied are you with the hours that your GP surgery is open?

Very satisfied 52%

Fairly satisfied 23%

Neither satisfied nor dissatisfied 23%

Fairly dissatisfied 0%

Very dissatisfied 0%

I’m not sure when my GP surgery is open 0%

Q23 Is your GP surgery currently open at times that are convenient for you?

Yes 88%

No 5%

Don’t know 5%

If no please type in your preference

Q24 Which of the following additional opening times would make it easier for you to see or speak to someone? Please tick all the boxes that apply to you

Before 8am 23%

At lunchtime 41%

After 6.30pm 29%

On a Saturday 23%

On a Sunday 5%

None of these 11%

OVERALL EXPERIENCE

Q25 Would you recommend your GP surgery to someone who has just moved to your local area?

Yes, would definitely recommend 70%

Yes, would probably recommend 17%

Not sure 5%

No, would probably not recommend 0%

No, would definitely not recommend 0%

Don’t know 5%

SOME QUESTIONS ABOUT YOU

Q26 Are you male or female?

Male 29%

Female 70%

Q27 How old are you?

Under 18 0%

18 to 24 0%

25 to 34 35 to 44 45 to 54 23%

55 to 64 41%

65 to 74 17%

75 to 84 17%

85 or over 0%

Q28 What is your ethnic group?

White 35%

English / Welsh / Scottish / Northern Irish / 41%

British 5%

Irish 5%

Gypsy or Irish Traveller 0%

Any other White background 0%

Mixed / multiple ethnic groups 0%

White and Black Caribbean 0%

White and Black African 0%

White and Asian 0%

Any other Mixed / multiple ethnic background 0%

Asian / Asian British 0%

Indian 5%

Pakistani 0%

Bangladeshi 0%

Chinese 0%

Any other Asian background 0%

Black / African / Caribbean / Black British 0%

African 0%

Caribbean 0%

Any other Black / African / Caribbean 0%

background 0%

Other ethnic group 0%

Arab 0%

Any other ethnic group 0%

No response 9%

Q29 Which of these best describes what you are doing at present?

If more than one of these applies to you, please tick the main ONE only

Full-time paid work (30 hours or more each week) 11%

Part-time paid work (under 30 hours each week) 23%

Full-time education at school, college or university 0%

Unemployed 0%

Permanently sick or disabled 0%

Fully retired from work 52%

Looking after the home 11%

Carer 0%

Doing something else 0%

Do you have any other comments?