Number of Responses: 335

Annual Patient Feedback Questionnaire 2014

Dear Patient,

Thank you for helping us to improve our services. The practice and the doctors/nurses would welcome your honest feedback. No-one at the practice will be able to identify your personal responses.

About Out of Hours

Q1 If you had to use the GP Out of Hours Service in the last year, how would you rate their services?

Excellent  7%

Very good  11%

Good  7%

Fair  2%

Poor  1%

Very poor  1%

I have not needed this service  57%

No response  14%

About Receptionists and Appointments

Q2 How helpful do you find the receptionists at your GP practice?

Very helpful  68%

Fairly helpful  27%

Not very helpful  2%

Not at all helpful  0%

Don’t know  0%

No response  3%

Q3 How easy is it to get through to someone at your GP practice on the phone?

Very easy  17%

Fairly easy  51%

Not very easy  18%

Not at all easy  7%

Haven’t tried within the last 6 months  4%

No response  3%

Q4 How easy is it to speak to a doctor or nurse on the phone at your GP practice?

Very easy  19%

Fairly easy  40%

Not very easy  11%

Not at all easy  3%

Haven’t tried within the last 6 months  22%

No response  5%

Q5 If you need to see a GP (not necessarily your own) urgently, can you normally get seen on the same day or the next?

Yes  48%

No  18%

Don’t know / not needed to in the last 6 months  29%

No response  5%

Q6 How important do you find it to be able to book appointments ahead of time?

Very important  61%

Fairly important  31%

Not important  4%

No response  4%

Q7 How easy is it to book ahead ?

Very easy  31%

Fairly easy  45%

Not very easy  11%

Not at all easy  3%

Haven’t tried within the last 6 months  5%

No response  5%

Q8 How do you book appointments at your practice? Please tick all boxes that apply.

In person  34%

By phone  82%

Online  3%

Doesn’t apply  0%

Q9 How would you prefer to book appointments at your practice? Please tick all boxes that apply.

In person  30%

By phone  77%

Online  20%

Doesn’t apply  0%

Q10 How quickly do you usually get phoned or seen for an urgent medical matter?

Same day or next day  51%

2-4 days  10%

5 days or more  2%

I had no urgency for 6 months  31%

No response  6%

Q10a (relates to Q10 only) How do you rate this?

Excellent  22%

Very good  23%

Good  11%

Fair  6%

Poor  1%

Very poor  0%

Does not apply  17%

No response  20%

Thinking of your most recent consultation with a doctor or nurse

Q11 How long did you wait for your consultation to start (from scheduled time)?

Less than 5 minutes  27%

5 – 10 minutes  27%

11 – 20 minutes  16%

21 – 30 minutes  6%

more than 30 minutes  4%

Doesn't apply  2%

No response  18%

Q11a (relates to Q11 only) How do you rate this?

Excellent  22%

Very good  21%

Good  19%

Fair  10%

Poor  4%

Very poor  2%

Does not apply  2%

No response  20%

About opening times

Q12 Is your GP practice currently open at times that are convenient to you?

Yes  77%

No  6%

Don’t know  4%

No response  13%

Did the last GP you saw ..

(If you haven’t seen a GP in your practice in the last 6 months, please go to Q20)

Q13 Give you enough time

Yes, definitely  60%

Yes, to some extent  12%

No, not at all  1%

Don’t know / can’t say  0%

No response  27%

Q14 Listen to you

Yes, definitely  62%

Yes, to some extent  12%

No, not at all  0%

Don’t know / can’t say  0%

No response  26%

Q15 Explain tests and treatments

Yes, definitely  56%

Yes, to some extent  14%

No, not at all  1%

Don’t know / can’t say  1%

No response  28%

Q16 Involve you in decisions about your care

Yes, definitely  53%

Yes, to some extent  16%

No, not at all  1%

Don’t know / can’t say  2%

No response  28%

Q17 Treat you with care and concern

Yes, definitely  59%

Yes, to some extent  12%

No, not at all  0%

Don’t know / can’t say  0%

No response  29%

Q18 Give you confidence and trust in them?

Yes, definitely  57%

Yes, to some extent  14%

No, not at all  1%

Don’t know / can’t say  0%

No response  28%

Did the last nurse you saw..

(If you haven’t seen a nurse in your practice in the last 6 months, please go to Q26)

Q19 Give you enough time

Yes, definitely  64%

Yes, to some extent  4%

No, not at all  0%

Don’t know / can’t say  0%

No response  32%

Q20 Listen to you

Yes, definitely  66%

Yes, to some extent  7%

No, not at all  0%

Don’t know / can’t say  1%

No response  26%

Q21 Explain tests and treatments

Yes, definitely  62%

Yes, to some extent  9%

No, not at all  1%

Don’t know / can’t say  2%

No response  26%

Q22 Involve you in decisions about your care

Yes, definitely  59%

Yes, to some extent  11%

No, not at all  1%

Don’t know / can’t say  3%

No response  26%

Q23 Treat you with care and concern

Yes, definitely  65%

Yes, to some extent  9%

No, not at all  0%

Don’t know / can’t say  1%

No response  25%

Q24 Give you confidence and trust in them?

Yes, definitely  65%

Yes, to some extent  8%

No, not at all  0%

Don’t know / can’t say  1%

No response  26%

About care from your doctors and nurses

Overall, do the clinicians (doctors and nurses) at the surgery help you to

Q25 Understand your health problems?

Yes, definitely  55%

Yes, to some extent  22%

No, not at all  1%

Don’t know / can’t say  1%

No response  21%

Q26 Cope with your health problems

Yes, definitely  55%

Yes, to some extent  25%

No, not at all  1%

Don’t know / can’t say  2%

No response  17%

Q27 Keep yourself healthy

Yes, definitely  48%

Yes, to some extent  33%

No, not at all  0%

Don’t know / can’t say  2%

No response  17%

Finally

Q28 How would you describe your experience of your GP surgery?

Excellent  30%

Very good  37%

Good  13%

Fair  5%

Poor  0%

Very poor  0%

No response  15%

Q29 Would you recommend your GP surgery to a friend?

Yes, definitely  45%

Yes, probably  31%

No, probably not  5%

No, definitely not  0%

Don’t know  2%

No response  17%

Q30 you answered No, probably not or No, definitely not, please tell us which aspect of our service needs improvement most:

Q31 Please add any other comments you would like to make about your GP practice:

Please tell us about yourself

Q32 Are you?

Male  34%

Female  51%

No response  15%

Q33 How old are you?

Under 16  1%

16 to 44  17%

45 to 64  29%

65 to 74  28%

75 or over  9%

No response  16%

Q34 Do you have a long-standing health condition?

Yes  50%

No  30%

Don’t know / can’t say  4%

No response  16%

Thank you for your time and assistance!