Chobham & West End Medical Practice

Number of Responses: 266

Dear Patient,

Thank you for taking the time to complete this short survey to help our practice understand how our services to you can be improved. From patient's responses to last year's survey, we have re-introduced magazines into our waiting rooms and have also been trialling a 'Triage' appointment system.

Please answer all of the questions using your experience of your latest visit to or contact with the practice.

Please click Send when you are done.

To enable us to analyse your answers, in the wider context of our practice population, please tell us a few things about yourself:

Are you male or female?

Male  34%

Female  65%

No response  1%

What age are you?

Under 16  0%

17 - 24  6%

25 - 34  6%

35 - 44  13%

45 - 54  18%

55 - 64  20%

65 - 74  19%

75 - 84  11%

Over 84  3%

No response  4%

What is the ethnic background with which you most identify?

White British  91%

White Irish  2%

Mixed White & Black Caribbean  0%

Mixed White & Black African  0%

Mixed White & Black Asian  0%

Indian  0%

Pakistani  0%

Bangladeshi  0%

Black Caribbean  0%

Black African  0%

Chinese  0%

Other  1%

No response  6%

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

Regularly (every month)  24%

Occasionally (3 - 5 times a year)  56%

Very Rarely (2 or less times a year)  16%

No response  4%

Which surgery do you prefer to use?

Chobham  31%

West End  67%

No response  2%

How do you usually travel to the surgery?

On foot  19%

By bicycle  0%

Public transport  1%

Taxi  2%

Car  72%

Lift with friend/relative  3%

Lift with Chobhamcare/WEBcare  0%

No response  3%

Reception Services

Q1: How helpful are the reception staff?

a) Over the Phone:

Not very helpful  3%

Could do better  9%

Acceptable standard  31%

Very Helpful  54%

No response  3%

b) Face to Face:

Not very helpful  0%

Could do better  8%

Acceptable standard  27%

Very Helpful  62%

No response  3%

Q2: Do they take time to offer alternatives if your initial request is not possible?

Yes  86%

No  9%

No response  5%

Q3: When attending the surgery are you advised of any excessive delay (30 minutes or more) for your booked doctor's appointment?

Yes  51%

No  39%

No response  10%

Q4: Is there any way the 'Reception' experience can be improved?

Appointments

We now run a triage system: if all of your GP's appointments are booked on a particular day, you can request to be placed on the duty doctor's triage list if you feel your medical need warrantsbeing seen on that day. Yuo will then be telephoned back by a GP to assess your clinical need for an appointment. This may result in you being offered a 5 minute medically urgent appointment or your problem being dealt with over the telephone.

Q5: Have you used our same day triage system, where a GP calls you back to assess your need to be seen?

Yes  19%

No  58%

No response  23%

Q6: If you have used the triage system, did you find it useful?

Yes  18%

No  1%

Not Applicable  54%

No response  27%

Q7: How important is it for you to see your own doctor?

Not Important  7%

Sometimes Important  21%

Fairly Important  24%

Very Important  25%

No response  23%

Q8: Are you happy to be seen at either Chobham or West End?

Yes  59%

No  18%

No response  23%

If you have any suggestions to improve the present arrangements please include this below:

______________________________________________________________________________

Services

We currently provide the following additional services:

Baby Clinic, Midwife Clinic, Minor Ops Clinic, Phlebotomy Clinic, Physiotherapy & Warfarin Clinic.

Q9: What other services would you like to see us provide in the future?

Q10: Would you recommend us to your friends and family?

Yes  64%

Maybe  8%

Probably Not  3%

No Way  0%

No response  25%

If you have any other comments on the practice, please enter them below:

Once again, Thank you for your time. Please now press 'send'.