Penny's Hill Practice

Number of Responses: 281

Please complete this Patient Experience Survey about your doctor and Penny's Hill Practice. The Practice endeavours to improve and update the service provided with consideration to the wishes of its patients.A summary from this survey will be fed back and discussed with the Patient Participation Group. Any areas identified for improvement and in agreement with the Patient Participation Group will be addressed. Finally the results will be published on the Practice website

Your opinions are very valuable. Please answer ALL the questions you can. There are no right or wrong answers and your doctor will NOT be able to identify you from your answers. Thank you.

Clinical Care

About Your Last Visit to the GP

Q1/ How good was the GP concerning the following:-

Being polite and considerate?

Very good  80%

Good  11%

Satisfactory  6%

Poor  0%

Very poor  0%

Does not apply  0%

No response  3%

Listening to you?

Very good  75%

Good  17%

Satisfactory  4%

Poor  0%

Very poor  0%

Does not apply  0%

No response  4%

Giving you enough time?

Very good  68%

Good  22%

Satisfactory  5%

Poor  1%

Very poor  0%

Does not apply  1%

No response  3%

Explaining tests and treatment?

Very good  61%

Good  20%

Satisfactory  8%

Poor  1%

Very poor  0%

Does not apply  4%

No response  6%

Involving you in decisions about your care?

Very good  51%

Good  24%

Satisfactory  6%

Poor  1%

Very poor  0%

Does not apply  8%

No response  10%

Treating you with care and concern?

Very good  63%

Good  22%

Satisfactory  4%

Poor  1%

Very poor  0%

Does not apply  1%

No response  9%

Q2 Did you have confidence and trust in the GP you saw or spoke to?

Yes, definitely  77%

Yes, to some extent  15%

No, not at all  2%

Don’t know / can’t say  1%

No response  5%

Q3 Did you feel you were treated with dignity and respect while in the Practice?

Yes, definitely  83%

Yes, to some extent  11%

No, not at all  0%

Don’t know / can’t say  0%

No response  6%

Q4 Would you be completely happy to see this GP again?

Yes  91%

No  1%

No response  8%

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

ACCESS

The Doctors at Penny's Hill Practice have planned a building extension to provide more room to see patients in.

Q5 Do you think building the new extension is desirable for forward planning?

Yes  67%

No  3%

don't know  23%

No response  7%

Q6 How helpful do you find the receptionists at your GP Practice?

Very helpful  52%

Fairly helpful  36%

Not very helpful  5%

Not at all helpful  2%

Don’t know  1%

No response  4%

Q7 Generally, how easy is it to get through to someone at your GP Practice on the phone?

Very easy  22%

Fairly easy  51%

Not very easy  12%

Not at all easy  5%

Don’t know  1%

Haven’t tried  4%

No response  5%

Q8 How easy is it to speak to a doctor or nurse on the phone at your GP Practice?

Very easy  15%

Fairly easy  34%

Not very easy  11%

Not at all easy  2%

Don’t know  3%

Haven’t tried  29%

No response  6%

Q9 If you need to see a GP urgently, can you normally get seen on the same day?

Yes  52%

No  11%

Don’t know / never needed to  31%

No response  6%

Q10 How important is it to you to be able to book appointments ahead of time in your Practice?

Important  81%

Not important  15%

No response  4%

Q11 How easy is it to book ahead in your Practice?

Very easy  32%

Fairly easy  45%

Not very easy  7%

Not at all easy  1%

Don’t know  2%

Haven’t tried  7%

No response  6%

Q12 How do you normally book your appointments for a GP at your Practice? (please X all boxes that apply)

Q13 Which of the following methods would you prefer to use to book appointments at your Practice? (please X all boxes that apply)

Getting an Appointment:

Q14 How quickly do you usually get seen?

Same day or next day  32%

2-4 days  41%

5 days or more  11%

I don’t usually need to be seen quickly  9%

Don’t know, never tried  1%

No response  6%

Q15 How do you rate how quickly you were seen?

Excellent  19%

Very good  39%

Good  20%

Satisfactory  10%

Poor  3%

Very poor  0%

Does not apply  2%

No response  7%

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

Q16 How quickly do you usually get seen?

Same day or next day  43%

2-4 days  29%

5 days or more  4%

I don’t usually need to be seen quickly  7%

Don’t know, never tried  12%

No response  5%

Q17 How do you rate how quickly you were seen?

Excellent  21%

Very good  38%

Good  17%

Satisfactory  5%

Poor  2%

Very poor  0%

Does not apply  9%

No response  8%

Thinking of your most recent consultation with a doctor or nurse

Q18 How long after your appointment time do you normally wait to be seen?

Less than 5 minutes  18%

5 – 10 minutes  46%

11 – 20 minutes  25%

21 – 30 minutes  2%

More than 30 minutes  1%

I don't normally have appointments at a particular time  0%

No response  8%

Q19 How do you feel about how long you normally have to wait to be seen?

Excellent  10%

Very good  30%

Good  26%

Satisfactory  21%

Poor  4%

Very poor  1%

Does not apply  1%

No response  7%

Opening times

Q20 Is your GP Practice currently open at times that are convenient to you?

Yes  82%

No  9%

Don’t know  2%

No response  7%

Q21 Which of the following additional opening hours would make it easier for you to see or speak to someone? (please X all boxes that apply)

If you haven’t seen a nurse in the last 6 months please go to Q22.

Q22 How good was the nurse you last saw at:

Giving you enough time?

Very good  52%

Good  13%

Satisfactory  4%

Poor  1%

Very poor  0%

Does not apply  4%

No response  26%

Listening to you?

Very good  45%

Good  13%

Satisfactory  7%

Poor  0%

Very poor  0%

Does not apply  5%

No response  30%

Explaining your tests and treatment?

Very good  44%

Good  15%

Satisfactory  4%

Poor  0%

Very poor  0%

Does not apply  5%

No response  32%

Involving you in decisions about your care?

Very good  29%

Good  13%

Satisfactory  8%

Poor  0%

Very poor  0%

Does not apply  20%

No response  30%

Treating you with care and concern?

Very good  42%

Good  17%

Satisfactory  6%

Poor  0%

Very poor  0%

Does not apply  6%

No response  29%

Would you have confidence and trust in the nurse you saw or spoke to?

Yes  66%

No  1%

No response  33%

Overall Experience

Thinking about the care you get from your doctors and nurses overall, how well does the practice help you to:

Q23 Understand your health problems?

Very well  77%

Unsure  13%

Not very well  1%

Does not apply  2%

No response  7%

Q24 Cope with your health problems

Very well  75%

Unsure  9%

Not very well  3%

Does not apply  2%

No response  11%

Q25 Keep yourself healthy

Very well  68%

Unsure  17%

Not very well  2%

Does not apply  5%

No response  8%

Q26 Overall, how would you describe your experience of your GP surgery?

Excellent  46%

Very good  27%

Good  11%

Satisfactory  6%

Poor  1%

Very poor  0%

No response  9%

Q27 Would you recommend your GP surgery to someone who has just moved to your local area?

Yes, definitely  67%

Yes, probably  22%

No, probably not  2%

No, definitely not  1%

Don’t know  1%

No response  7%

About you

The following questions will help us to see how experiences vary between different groups of the population. Please note the answers are confidential

Q28 Are you ?

Male  43%

Female  51%

No response  6%

Q29 How old are you?

Under 16  0%

16 to 44  13%

45 to 64  19%

65 to 74  34%

75 or over  28%

No response  6%

Q30 Do you have a long-standing health condition?

Yes  58%

No  32%

Don’t know / can’t say  4%

No response  6%

Q31 What is your ethnic group?

White  91%

Black or Black British  1%

Asian or Asian British  1%

Mixed  0%

Chinese  0%

Other ethnic group  0%

No response  7%

Q32 Which of the following best describes you?

Employed (full or part time, including self-employed)  27%

Unemployed / looking for work  0%

At school or in full time education  0%

Unable to work due to long term sickness  1%

Looking after your home/family  4%

Retired from paid work  58%

Other  2%

No response  8%

Q33 Transport

Please provide details of how you usually get to the Surgery.

Bicycle  1%

Bus  2%

Car  70%

Walking  19%

other  2%

No response  6%

Finally, please add any other comments you would like to make about your GP Practice:

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