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Dear Patient,

Please tell us about your experiences at our practice by answering this brief survey. We want to know what we do well and where we could improve. As ever, please limit your suggestions for improvement to issues within the practice's control rather than those that would rely on different parts of the wider NHS changing.

The survey will remain open for approximately 8 weeks. We will then analyse the results and invite patients to a meeting with practice staff to discuss the feedback and create an action plan for the year ahead. Thank you very much for your time and your feedback.

Denise Simpson-Banks, Practice Business Manager.

Please answer all of the questions and click 'Send Survey' when you have finished.


SECTION 1: Access to appointments and services

1 When you telephone the practice, how promptly do we usually answer the call?

  23%
  28%
  26%
  16%
  7%

2 Do you feel that you are treated with respect and dignity when you attend the practice?

  83%
  14%
  1%
  0%
  2%

3 When can you normally see one of our GPs (whether your usual doctor or another GP offered to you) for a non-urgent problem?

  17%
  17%
  36%
  20%
  3%
  7%

4 When can you normally see a nurse for a non-urgent problem?

  9%
  17%
  30%
  16%
  3%
  25%

5 If you tell us that you require same-day medical attention, are you offered either a face-to-face consultation or, if none is available, a telephone consultation with a clinician on the day of your request?

  37%
  27%
  5%
  1%
  14%
  16%

SECTION 2: How we communicate with you

6 Do receptionists greet you when you arrive at front desk?

  48%
  25%
  14%
  3%
  4%
  6%

7 Is the practice team (administrative and clinical) friendly and polite in how they communicate with you?

  76%
  18%
  1%
  0%
  0%
  5%

8 Do receptionists tell you if a particular GP has been delayed by emergencies/other work and is therefore behind schedule?

  29%
  22%
  12%
  7%
  22%
  8%

9 Do GPs and nurses greet you and introduce themselves at the start of their consultations?

  62%
  21%
  5%
  1%
  3%
  8%

10 Do GPs and nurses that you see explain tests/treatments in a way that you can understand?

  62%
  19%
  4%
  0%
  2%
  13%

11 Do GPs and nurses that you see listen to you effectively?

  63%
  29%
  2%
  0%
  0%
  6%

12 Overall, does the whole practice team (administrative and clinical) make you feel that you are treated with care and concern?

  60%
  30%
  2%
  0%
  0%
  8%

SECTION 3: Technology based services

13 Are you aware that the practice offers on-line access for booking and cancelling appointments and ordering repeat medication?

  67%
  10%
  15%
  8%

14 Is this something you would like more information on?

  14%
  43%
  43%

15 This year the practice has started to utilise electronic prescribing enabelling us to send your repeat prescriptions to the pharmacy of your choice, is this something you are

  72%
  14%
  14%

  29%
  20%
  51%

16 In our survey last year we asked if patients would like eductional sessions run by the practice and the best time of day for these. Having run these sessions this year regrettably they have been poorly attended. We would like to ascertain why this is so:

  20%
  9%
  10%
  33%
  28%

SECTION 4: Suggested priority improvement areas

17 Overall, how would you describe your experience of our practice?

  34%
  40%
  12%
  1%
  0%
  0%
  13%

18 Please provide up to 2 suggested actions the practice could take to improve our service to all patients. Remember to focus on things the practice could do itself and not those that would require other organisations to change.

SECTION 5: Information about you

How many times in the last 12 months have you attended the practice?

  21%
  36%
  22%
  6%
  6%
  9%

Are you male or female?

  39%
  53%
  8%

What age are you?

  0%
  2%
  5%
  7%
  11%
  13%
  23%
  21%
  6%
  12%

What is the ethnic background with which you most identify?

  88%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  1%
  11%

Do you consider yourself to have a disability?

  14%
  73%
  13%

Which of the following best describes you?

  31%
  0%
  1%
  2%
  3%
  48%
  2%
  13%


Many thanks again for your time in answering the questions on this survey
.