Lenton Medical Centre

Number of Responses: 57

LENTON MEDICAL CENTRE

PATIENT SATISFACTION SURVEY 2013/2014

Dear Patient,

We would be grateful if you would complete this survey about your general practice and your visit today.

They staff at your practice want to provide the highest standard of care. Feedback from this survey will enable them to help them identify areas that may need improvement. Your opinions are therefore very valuable.

Please answer ALL the questions that apply to you. There are no right or wrong answers and the staff will NOT be able to identify your individual answers. Thank you.

Because part of the survey is about the clinician you saw today, please write the clinician's name below.

The Clinician I saw today was Dr/Nurse/HCA................................................................

Q1. When did you last see a doctor at your GP practice?

In the past 3 months  61%

Between 3 and 6 months  19%

More than 6 months ago  15%

I have never been seen at the surgery  0%

No response  5%

Q2. How do you normally book your appointments to see a doctor or nurse at the Surgery? (Please tick all the boxes that apply)

In person  12%

Byphone  87%

Online  0%

Q3. Were you aware that you could order repeat prescriptions online?

Yes  57%

No  36%

No response  7%

Q4. YOUR APPOINTMENT

1. Ease of making appointments by phone

Excellent  40%

Very Good  31%

Good  14%

Fair  10%

Poor  1%

No response  4%

2.Convenience of day and time of your appointments

Excellent  29%

Very Good  33%

Good  19%

Fair  12%

Poor  5%

3. Getting care for illness/injury as soon as you wanted it?

Excellent  24%

Very Good  35%

Good  24%

Fair  5%

Poor  7%

No response  5%

4. Seeing the doctor of your choice and continuity of care

Excellent  29%

Very Good  29%

Good  21%

Fair  8%

Poor  0%

No response  13%

5. Speaking to a clinician on the phone for advice?

Excellent  21%

Very Good  33%

Good  21%

Fair  8%

Poor  1%

No response  16%

6. Waiting time for your allocated appointment?

Excellent  12%

Very Good  24%

Good  42%

Fair  12%

Poor  7%

No response  3%

7. Keeping you informed if your appointment was delayed?

Excellent  17%

Very Good  21%

Good  24%

Fair  10%

Poor  17%

No response  11%

8. Obtaining a home visit when necessary?

Excellent  8%

Very Good  7%

Good  10%

Fair  1%

Poor  7%

Not Applicable  56%

No response  11%

9. Ease of access to the out of hour service?

Excellent  12%

Very Good  17%

Good  17%

Fair  14%

Poor 5 4 3 2 1 hours  0%

No response  40%

10. The helpfulness of the reception staff?

Excellent  45%

Very Good  26%

Good  17%

Fair  5%

Poor  0%

No response  7%

Q5. THE SURGERY

1. Opening times of the surgery?

Excellent  29%

Very Good  28%

Good  29%

Fair  7%

Poor  0%

No response  7%

2. Comfort and facilities of the waiting area?

Excellent  24%

Very Good  24%

Good  31%

Fair  10%

Poor  3%

No response  8%

3.. Surgery facilities ie parking, access, toilets?

Excellent  21%

Very Good  26%

Good  17%

Fair  19%

Poor  10%

No response  7%

4. Health information on display?

Excellent  31%

Very Good  24%

Good  28%

Fair  7%

Poor  0%

No response  10%

5 . Keeping you informed about practice news and events?

Excellent  17%

Very Good  19%

Good  28%

Fair  14%

Poor  7%

No response  15%

Q6. DOCTOR'S CONSU LTATION

How good was the GP at

a. Putting you at ease?

Excellet  40%

Very good  19%

Good  21%

Satisfactory  12%

Poor  0%

Very poor  0%

Does not apply  0%

No response  8%

b. Being polite and considerate?

Excellent  43%

Very good  26%

Good  15%

Satisfactory  8%

Poor  0%

Very poor  0%

Does not apply  0%

No response  8%

c. Listening to you?

Very good  49%

Good  31%

Satisfactory  14%

Poor  1%

Very poor  0%

Does not apply  0%

No response  5%

d. Giving you enough time?

Very good  49%

Good  33%

Satisfactory  14%

Poor  0%

Very poor  0%

Does not apply  0%

No response  4%

e. Assessing your medical condition?

Very good  50%

Good  33%

Satisfactory  10%

Poor  0%

Very poor  0%

Does not apply  1%

No response  6%

How good was the GP at:

f. Explaining your condition and treatment?

Very good  47%

Good  31%

Satisfactory  12%

Poor  0%

Very poor  0%

Does not apply  1%

No response  9%

g. Involving you in decisions about your care?

Very good  40%

Good  33%

Satisfactory  15%

Poor  1%

Very poor  0%

Does not apply  1%

No response  10%

h. Providing or arranging treatment for you?

Very good  49%

Good  28%

Satisfactory  15%

Poor  0%

Very poor  0%

Does not apply  1%

No response  7%

i. Did you have confidence that the GP is honest and trustworthy?

Yes, definitely  66%

Yes, to some extent  21%

No, not at all  0%

Don’t know / can’t say  3%

No response  10%

j. Did you have confidence that the doctor will keep your information confidential?

Yes, definitely  77%

Yes, to some extent  14%

No, not at all  0%

Don’t know / can’t say  3%

No response  6%

k. Would you be completely happy to see this GP again?

Yes  89%

No  0%

No response  11%

Please enter the name of the GP/Nurse you recently saw and add any additional comments:

Q7. NURSE/HCA CONSULTATION

a. How well the Nurse/HCA explained your treatment /procedure?

Excellent  42%

Very Good  21%

Good  7%

Fair  1%

Poor  0%

No response  29%

b.The Nurse's/HCA patience with your questions or worries

Excellent  35%

Very Good  26%

Good  3%

Fair  3%

Poor  0%

No response  33%

c. How well the Nurse/HCA put you at ease during your treatment/procedure?

Excellent  35%

Very Good  26%

Good  7%

Fair  1%

Poor  0%

No response  31%

d. The Nurses/HCA's awareness of your medical history?

Excellent  35%

Very Good  24%

Good  7%

Fair  1%

Poor  1%

No response  32%

e. The Nurse's/HCA's caring and concern for you today?

Excellent  36%

Very Good  19%

Good  8%

Fair  1%

Poor  0%

No response  36%

f. The Nurse/HCA involving you in decisions about your care?

Excellent  33%

Very Good  24%

Good  10%

Fair  1%

Poor  0%

No response  32%

Q8. If you need to see a GP urgently, can you normally get seen on the same day?

Yes  42%

No  28%

Don’t know / never needed to  22%

No response  8%

Q9. How important is it to you to be able to book appointments ahead of time in your practice?

Important  80%

Not important  14%

No response  6%

Q10. How easy is it to book ahead in your practice?

Very easy  42%

Fairly easy  38%

Not very easy  1%

Not at all easy  0%

Don’t know  1%

Haven’t tried  10%

No response  8%

Thinking of times when you want to see a particular doctor:

Q11. How quickly do you usually get seen?

Same day or next day  24%

2-4 days  40%

5 days or more  12%

I don’t usually need to be seen quickly  8%

Don’t know, never tried  8%

No response  8%

Q12. How do you rate how quickly you were seen?

Excellent  17%

Very good  17%

Good  26%

Satisfactory  15%

Poor  1%

Very poor  1%

Does not apply  8%

No response  15%

Thinking of times when you are willing to see any doctor:

Q13. How long did you wait for your consultation to start?

Less than 5 minutes  12%

5 – 10 minutes  35%

11 – 20 minutes  21%

21 – 30 minutes  7%

More than 30 minutes  7%

There was no set time for my consultation  7%

No response  11%

Q14. How do you rate how long you waited?

Excellent  12%

Very good  14%

Good  24%

Satisfactory  31%

Poor  5%

Very poor  3%

Does not apply  0%

No response  11%

Q15. Is there a particular GP you usually prefer to see or speak to?

Yes  14%

No  17%

There is usually only one doctor in my surgery  57%

No response  12%

Q16. How often do you see or speak to the GP you prefer?

Always or almost always  40%

A lot of the time  10%

Some of the time  14%

Never or almost never  0%

Not tried at this GP practice  12%

No response  24%

Q17. Overall, how would you describe your experience of your GP surgery?

Excellent  38%

Very good  21%

Good  24%

Satisfactory  7%

Poor  0%

Very poor  0%

No response  10%

Q18. Would you recommend your GP surgery to someone who has just moved to your local area?

Yes, definitely  50%

Yes, Probably  28%

Probably Not  8%

Not Sure  1%

Definitely Not  1%

Don’t know  0%

No response  12%

It will help us to understand your answers if you could tell us a little about yourself

Q19. Are you?

Male  45%

Female  49%

No response  6%

Q20. How old are you?

Under 16  5%

16 to 24  8%

25 to 44  40%

45 to 64  31%

65 or over  8%

No response  8%

Q21. Do you have a long-standing health condition?

Yes  38%

No  49%

Don’t know / can’t say  5%

No response  8%

Q22. What is your ethnic group?

White British  10%

White Irish  0%

Any other white background  0%

White and Black Caribbean  5%

White and Black African  3%

White and Asian  0%

Any other Mixed background  0%

Indian  19%

Pakistani  28%

Bangladeshi  1%

Any other Asian Backgroung  1%

Black or Black British  8%

African  7%

Caribbean  0%

Asian or Asian British  3%

Chinese  0%

Other ethnic group  5%

No response  10%

Q23. Which of the following best describes your religion?

None  5%

Buddhist  0%

Christian  21%

Hindu  7%

Jewish  1%

Muslim  40%

Sikh  10%

Other  0%

Prefer not to say  5%

No response  11%

Q24. Which of the following best describes you?

Employed (full or part time, including self-employed)  36%

Unemployed / Looking for work  1%

At School or in Full Time Education  14%

Unable to work due to long term sickness  8%

Looking after your home/family  10%

Retired from paid work  15%

Other  3%

No response  13%

Finally, please add any other comments/suggestions you would like to make about your GP practice that may help us in improving our service:

GPAQ-R © 2013 is reproduced with the kind permission of the University of Manchester & University of Cambridge. GPAQ incorporates the Primary Care Assessment Survey (PCAS); with permission from Dr Dana Gelb Safran creator of PCAS. www.gpaq.info