Annual Patient Survey 2013

Number of Responses: 200

ACCESSING THE PRACTICE:

When did you last see a Doctor or a Nurse at the GP surgery?

Today or in the last week 38%

In the past 3 months 37%

Between 3 and 6 months ago 12%

More than 6 months ago 12%

I have never been seen 0%

No response 1%

How do you normally book your appointments to see a doctor or Nurse at the surgery?

In person 16%

By phone 80%

Online 2%

No response 2%

Which of the following methods would you prefer to use to book an appointment at the surgery?

In person 20%

By phone 80%

Online 15%

If you contacted us by telephone in the last 6 months, how was your experience in getting through:

Very good 37%

Fairly Good 43%

Neither 6%

Fairly poor 6%

Very poor 2%

Not tried 5%

No response 1%

If you contacted us by telephone in the last 6 months, how was your experience in speaking to a doctor on the phone?

Very good 22%

Fairly good 25%

Neither 6%

Fairly poor 1%

Very poor 2%

Not tried 41%

No response 3%

If you contacted us by telephone in the last 6 months, how was your experience in speaking to a nurse on the phone:

Very good 16%

Fairly good 15%

Neither 10%

Fairly poor 0%

Very poor 0%

Not tried 57%

No response 2%

If you contacted us by telephone in the last 6 months, how was your experience in getting test results on the phone?

Very good 15%

Fairly good 25%

Neither 9%

Fairly poor 1%

Very poor 0%

Not tried 47%

No response 3%

WHAT COULD BE BETTER:

Thinking about the GP practice, which of these listed below are areas where improvements could be made? (please pick 5 only)

Access to more diagnostic tests at your practice 17%

Access to see a GP at a time convenient to you 63%

Access to see a nurse at a time convient to you 32%

Access to screening programmes 9%

Alternative ways of booking appointments 17%

Appointment reminder systems 31%

Access to interpretation and translation services 3%

Earlier opening times in the week 11%

Later opening hours in the week 29%

Additional opening hours at weekend 33%

Getting through on the phone 26%

Being able to speak to a GP on the phone 30%

Being able to speak to a Nurse on the phone 13%

The friendliness and helpfulness of the Receptionists 15%

Length of time in the waiting room before seeing a GP 23%

Retaining patient confidentiality when dealing with patients at the front desk 15%

Other 0%

If you feel there are any other areas where improvements can be made that are not listed previously, please state below:-

APPOINTMENT SYSTEM:

Are you aware that for non-urgent medical conditions, appointments with GPs can be pre-booked up to 6 weeks in advance?

Yes 49%

No 50%

No response 1%

For non urgent medical conditions, how long would you consider a reasonable wait for an appointment?

3 days 47%

1 week 40%

10 days 8%

2 weeks 4%

No response 1%

Are you aware that any medical condition that you feel is urgent, will be dealt with on the same day?

Yes 58%

No 40%

No response 2%

Have you ever had a medical urgency that was not dealt with appropriately on the same day?

Yes 28%

No 70%

No response 2%

If you have experienced a medical urgency that was not dealt with on the same day, was it due to any of the following:-

Time of appointment offered was not convenient 13%

GP appointment offered was not with a GP of your choice 19%

Telephone consultation was offered with a GP, but an appointment was preferred 9%

Receptionists misunderstanding that your condition was urgent 15%

WAITING AT THE SURGERY:

At your last appointment, did you feel the wait in the waiting room to be seen by a health care professional was:

Acceptable 71%

Longer than acceptable 18%

I can't remember 10%

No response 1%

SEEING A CLINICIAN:

When seeing a GP/Nurse, did you have confidence and trust in the person you saw?

Yes, definately 72%

Yes, to some extent 19%

Not really 6%

Definately not 1%

No response 2%

In any circumstance where there was potential for embarrassment or for you to feel "ill at ease", were you treated respectfully?

Yes definately 65%

Yes to some extent 14%

Not really 8%

Definately not 11%

No response 2%

When seeing a GP/Nurse and undergoing an intimate examination, was a chaperone offered?

Yes 58%

No 39%

No response 3%

When seeing a GP/Nurse, were you given helpful information about the different options, choices or treatments available to you?

Yes in a printed leaflet or booklet 22%

Yes, verbally 45%

No information was provided 9%

No, because no treatment or action was needed 19%

No response 5%

When seeing a GP/Nurse, were you involved as much as you wanted to be in decisions about your care and treatment?

Yes definately 45%

Yes, to some extent 31%

Not really 6%

Definately not 2%

No decisions had to be made 13%

No response 3%

Did the person you saw on your last visit know about any previous care or treatments you had received?

Yes definately 48%

Yes to some extent 33%

Not really 7%

Definately not 1%

Don't know 9%

No response 2%

Were you given enough time to discuss your health or medical condition?

Yes definately 53%

Yes to some extent 30%

Not really 10%

Definately not 1%

Don't know 1%

I did not need to discuss anything 3%

No response 2%

Did the person you saw explain the reasons for any treatment or action in a way that you could understand?

Yes definately 66%

Yes to some extent 22%

Not really 6%

Definately not 1%

Don't know 1%

No treatment or action was taken 3%

No response 1%

Overall, how do you feel about the length of time your health professional spent with you?

Not enough time 16%

About the right amount of time 76%

Too much time 0%

Don't know 5%

No response 3%

On a scale of 1-10, how much confidence and trust do you have in the health care professional that treated you on your last visit? (1 being no confidence or trust, 10 being full confidence or trust)

1 2%

2 1%

3 3%

4 2%

5 4%

6 5%

7 9%

8 18%

9 15%

10 38%

No response 3%

If you needed any interpreting support to communicate, was this provided or offered for you by the practice?

Yes 2%

Yes, but I declined 2%

No, I had to provide someone to interpret for me 4%

Not applicable 90%

No response 2%

If yes, please indicate whether it was British sign language or a foreign language below:

British Sign Language 1%

Foreign Language 4%

No response 95%

ACCESSING THE PRACTICE:

How easy did you find getting into the building?

Very easy 84%

Fairly easy 13%

Not very easy 1%

Not at all easy 1%

No response 1%

If you found getting into the building difficult, please tell us why below:

How satisfied are you with the opening hours of the practice?

Very satisfied 38%

Fairly satisfied 48%

Neither 6%

Fairly dissatisfied 5%

Very dissatisfied 1%

No response 2%

IN THE SURGERY:

At your last visit, how helpful were the staff?

Very helpful 55%

Fairly helpful 40%

Not very helpful 3%

Not at all helpful 0%

No response 2%

Did any member of staff provide customer care at a level above and beyond what you expected? If so, please detail the staff member below:

Are you aware that you can request to speak to a Receptionist privately, aware from the front desk area?

Yes 33%

No 66%

No response 1%

How would you rate the comfort of the waiting area?

Very good 33%

Fairly good 54%

Neither 5%

Fairly poor 4%

Very poor 2%

No response 2%

How would you rate the cleanliness of the surgery?

Very clean 58%

Fairly clean 39%

Not very clean 1%

Not clean at all 0%

Don't know 0%

No response 2%

How would you rate the "tannoy system" used by GPs and Nurses to call patients into their rooms?

Very good 23%

Fairly good 47%

Neither 7%

Fairly poor 14%

Very poor 7%

No response 2%

How satisfield are you with the general condition of the practice building?

Very satisfied 42%

Fairly satisfied 51%

Neither 3%

Fairly dissatisfied 0%

Very dissatisfied 0%

Don't know 1%

No response 3%

REPEAT PRESCRIPTION SERVICE:

Are you aware of the methods that you can order your repeat prescription by? (fax, in person, post, online, through a pharmacy)

Yes 77%

No 22%

No response 1%

Are you aware that for patients with stable medical condition, taking stable medication we have a facility to provide all 12 monthly prescriptions at one time? These are then taken to your nominated pharmacist who will provide the medications monthly to you without you having to order them monthly.

Yes 40%

No 59%

No response 1%

If you are interested in this, please discuss this with a Receptionist.

Are you aware that repeat prescriptions take 48 working hours to prepare?

Yes 71%

No 27%

No response 2%

Do you regularly experience any of the following difficulties when ordering prescriptions?

Medications not changed or provided, following a Consultant review or hospital admission 6%

Incorrect items provided in comparison to items ordered 4%

Prescriptions not ready within 48 working hours 7%

Prescription provided but not signed by a Doctor 5%

Wrong patient prescription given 2%

No repeat ordering slip attached to the prescription 4%

Prescription request seemingly lost 0%

Please use the space below to inform us of any other issues that you regularly experience when ordering prescriptions:

OVERALL

On a scale of 1-10, would you recommend this service to your friends or colleagues? (1 being that you would definately not recommend this service, 10 being that you definately would recommend it)

1 3%

2 0%

3 2%

4 2%

5 5%

6 4%

7 12%

8 20%

9 17%

10 32%

No response 3%

Overall, how satisfied are you with the service you receive?

Very satisfied 43%

Fairly satisfied 47%

Neither 6%

Fairly dissatisfied 2%

Very dissatisfied 0%

No response 2%

Please use the space below to tell us how your experiences may have affected your answers:

PROVIDING FAIR AND ACCESSIBLE SERVICES

Are you:

Male 33%

Female 66%

No response 1%

What is your age?

18-24 12%

25-34 24%

35-44 14%

45-54 20%

55-64 9%

65-74 12%

75 + 6%

No response 3%

What is your ethnic origin?

White British 47%

White Irish 1%

Gypsy or Irish Traveller 0%

Any other white background 1%

Black African 2%

Black Caribbean 0%

Any other black background 0%

White and Black Carribbean 0%

White and Black African 0%

White and Asian 1%

Any other mixed background 2%

Indian 32%

Pakistani 7%

Bangladeshi 0%

Chinese 0%

Any other Asian background 0%

Arab 0%

Other 3%

No response 4%

Do you consider yourself to have a long term disability?

Physical impairment 6%

Visual impairment 2%

Hearing impairment/deaf 0%

Mental health condition 3%

Learning disability 2%

Long standing illness or health condition 20%

No response 67%

What is your religion or beliefs?

Buddhist 0%

Hindu 4%

Muslim 43%

Christian 37%

Jewish 1%

Sikh 0%

Other 14%

No response 1%

What is your sexual orientation?

Heterosexual/straight 94%

Gay/Lesbian 0%

Bisexual 1%

Other 3%

No response 2%

Swan Lane Medical Centre