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Dear Practice Evaluation Group Member
We would be grateful if you would spend a short amount of time completing this survey about future GP services in Ulverston and then a second survey about the doctors and our general practice at Dr Murray and Partners. We want to provide the highest standard of care each time you contact or come to the practice and so your feedback about how we have done over the past year is important. We also want to ask you for your thoughts about services here in Ulverston. We want to follow up on past feedback from the Practice Evaluation Group and so ask again about the topics which you previously identified as being most important. We appreciate this is a lot to ask and you may like to do the two surveys at different times, but both are important to gain your thoughts so we can consider if there is anything we could do differently or anything we can improve.
A summary from this survey and the other one will be fed back to the group to create another action plan for the year to come. Your input is both valuable and important. Please answer as many questions as you can. Sorry it is a bit long but we wanted to follow up on previous discussions and get your current thoughts on how we are doing. There are no right or wrong answers and your doctor will NOT be able to identify your individual answers. Thank you.
Previous discussion topics
A. Minor injuries
Are you aware that we have now re-established a Minor Injuries Service at the practice? This was the most discussed topic last year during surveys.
B Prescriptions
B 1. Are you aware that you can now order prescriptions on-line?
B 2. Are you aware you can request for prescriptions to be delivered electronically to a pharmacy of your choice either here in Ulverston or elsewhere?
B 3. Do you feel that this helps you in managing your repeat prescription ordering?
B 4. Have you had any problems with prescription ordering using the system above?
C. On-line appointments
C 1. Have you tried to book appointments on-line?
C 2. If yes, please let us know your thoughts about the system.
D. Booking appointments ahead
D 1. You have previously raised concerns about booking future appointments. These can normally be booked for up to three month's ahead. Are you aware that this is possible?
D 2. Do you have any comments about pre-booking appointments?
E. Reception
E 1. Do you find our receptionists a. approachable and b. helpful?
a.
E 2. Do you have any comments about how we deal with calls or patients at the front desk?
F. Contacting the surgery
F 1. Do you find contacting the surgery easy?
F 2. Do you consider the time of day you call when you contact the surgery?
F 2. Have you considered leaving your call until later in the day for non urgent matters?
F 3. Do you have any thoughts about how we may ease the process of contacting the surgery?
G. Opening hours and Out of Hours services
G 1. Are you satisfied with the surgery opening hours?
G 2. If you feel these could be improved, please explain how you feel we could improve them?
G 3. There has been considerable discussion in the press recently about "Out of Hours" GP services. The government has suggested that GPs should open at weekends and more evenings but if that was implemented some GPs would not be as available during the week. How would you feel about this?
G 4. Do you have any thoughts about how we achieve more access to a GP "Out of Hours" whilst maintaining good access to your GP during the week?
G 5. Are you aware that we hold evening surgeries on Mondays and Tuesday?
H. Patient confidentiality
We are aware that patient confidentiality is not as good as it might be at the reception desk. The design of the reception area does not make that easy to resolve.
H 1. Do you have concerns about confidentiality at reception?
H 2. Have you felt compromised discussing matters at reception?
H 3. Would you feel this could be improved if the waiting area was moved to another area separate from the reception windows?
H 4. Do you have any other thoughts about how confidentiality could be improved?
I. Complaints
If you have felt it necessary to make a complaint would you please tell us how easy or intimidating you feel the process was? Do you feel we dealt with the complaint reasonably and satisfactorily?
J. Communication
J 1. Are you satisfied with the level and means of communication between the practice and patients?
J 2. How often do the use the practice website?
K. Other services in Ulverston
K 1. Would you like to see more outpatient and specialist services delivered here from the Health Centre?
K 2. If you would like to see more offered here please list any other services which you would like to be available here:
Other comments
If you have any other comments you would like to make please do so here.
Many thanks for taking part in this survey.