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Dear Patient

I would be very grateful indeed if you would 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 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!

1. Do you think we communicate with you often enough about changes to the practice and our services?

  59%
  40%

2. How would you prefer us to communicate with you about changes to the practice
and our services?

  59%
  13%
  13%
  12%
  3%

3. Do you like us to text your mobile with a confirmation of your appointment and a
reminder two days before your appointment?

  67%
  28%
  5%

4. Our experience is that it can be dangerous clinical practice to e-mail patients
about specific medical problems but would you like to be able to email the
practice about administrative issues.

  69%
  28%
  3%

5. Do you think our receptionists are polite and helpful?

  57%
  33%
  7%
  0%
  3%

6. Do you think we answer the telephone quickly enough?

  21%
  63%
  13%
  0%
  3%

7. There will be times when we cannot answer every telephone call immediately. We
are looking to install a new telephone system in the next few months. Would you
prefer for the new system to answer your call but put you into a queue waiting to
be dealt with or for the call be continue ringing until a receptionist is available?

  67%
  28%
  5%

8. In your recent experience, have you been concerned over privacy at the reception desk?

  18%
  80%
  2%

9. In your recent experience, how would you describe the wait for an emergency
appointment?

  0%
  12%
  36%
  25%
  13%
  14%

10. In your recent experience, how would you describe the wait for a non-emergency appointment with the doctor of your choice?

  12%
  21%
  35%
  19%
  7%
  6%

11. In your recent experience, how would you describe the wait for a non-emergency appointment with any doctor?

  1%
  8%
  43%
  26%
  14%
  8%

12. In your recent experience, if you could not see the doctor of your choice, how
satisfied were you with the doctor you saw?

  30%
  55%
  5%
  0%
  10%

13. Thinking about your last visit to see a doctor. Which of the following was most
important to you?

  28%
  24%
  28%
  17%
  3%

14. We provide appointments between 8.30a.m. and 6.30p.m. five days a week (our
contracted hours with the NHS). Recent surveys show 86% of our patients are
satisfied with our opening hours.

We have allocated some of the earliest and some of the latest appointments as
"commuter" slots. We have generally found these to be unused or booked by
people that are able to attend between 9-5p.m. Should we change these slots to
make them available for all patients?

  59%
  35%
  6%

15. In your recent experience, how would you describe the time you had to wait in
the surgery for your appointment?

  2%
  7%
  57%
  25%
  5%
  4%

16. In your recent experience, if you had a long wait for an appointment were you
warned about the delay?

  17%
  48%
  30%
  5%

17. In your recent experience, how would you describe the wait for an appointment
with a practice nurse?

  0%
  3%
  36%
  36%
  19%
  6%

18. In your recent experience, how would you describe the wait for an appointment
for a blood test with a healthcare assistant?

  1%
  3%
  24%
  36%
  20%
  16%

19. In your recent experience, how easy was it to get the result of a blood or other
test?

  3%
  11%
  31%
  28%
  11%
  16%

20. If you did not find it easy to get the result of a blood or other test how could we
make it easier for you?

21. Are you clear in what circumstances you should attend the A&E Department
rather than the GP practice?

  78%
  18%
  4%

22. How do you feel our repeat medication service works?

  0%
  3%
  23%
  28%
  35%
  11%

23. Please describe your experience of any problems you have had with our repeat
medication service and any recommendations you have for improvements we
could make.

24. Please add any other comments, suggestions or ideas in the box below. We
would be interested in your ideas for future developments for the practice.

Thank you


Finally, to help us analyse your answers please tell us a few things about yourself:

Which surgery do you usually attend?

  48%
  25%
  19%
  8%

Are you male or female?

  39%
  58%
  3%

What age are you?

  1%
  0%
  6%
  14%
  21%
  23%
  19%
  9%
  1%
  6%

What is the ethnic background with which you most identify?

  86%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  3%
  11%

How would you describe how often you come to the surgery?

  32%
  44%
  17%
  7%

Many thanks for taking the time to complete this survey. We will be collecting and analysing the results and working with members of the 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.

Liz Spreadbury

Deputy Practice Manager