162

Patient Satisfaction Survey 2020 - COVID 19

Please think about your most recent telephone triage consultation with a clinician. Who were you being dealt with by:

  74%
  11%
  2%
  0%
  4%
  9%

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Name of Clinician:

  11%
  7%
  7%
  12%
  6%
  8%
  3%
  6%
  3%
  3%
  4%
  0%
  0%
  14%
  16%

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Please rate the speed at which the telephone was answered initially:

  3%
  2%
  26%
  64%
  5%

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Were you asked by the Receptionist questions for the reason for your call:

  88%
  5%
  7%

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Did you understand why you were asked these questions:

  85%
  2%
  7%
  6%

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Were you informed of the telephone triage process by the receptionist:

  81%
  11%
  8%

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How satisfied overall were you with your experience of booking a telephone call:

  3%
  2%
  30%
  58%
  7%

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Please comment further on your answer:

Please rate the availability to speak to the doctor of your choice:

  19%
  9%
  22%
  43%
  7%

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How satisfied were you with the call with the clinician:

  3%
  5%
  24%
  61%
  7%

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Please comment further on your answer:

During the consultation with the clinician, did you have a video consultation:

  6%
  88%
  6%

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If so, how satisfied were you with the video call with the clinician:

  40%
  1%
  3%
  5%
  51%

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Please comment further on your answer:

Were you asked to attend the surgery for a face to face consultation:

  23%
  70%
  7%

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If so, how satisfied were you with this:

  33%
  1%
  6%
  22%
  38%

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Did you feel secure when attending the surgery:

  41%
  0%
  4%
  27%
  28%

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How would you overall rate your experience of a telephone consultation:

  4%
  4%
  24%
  58%
  10%

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Were you able to resolve all your concerns during this consultation:

  72%
  17%
  11%

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If not, please explain why:

Would you be happy to be offered video or phone consultation, where appropriate, for future appointments:

  75%
  19%
  6%

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If not, please explain why:

Please rate the access to ordering your prescription:

  9%
  4%
  22%
  59%
  6%

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Was your prescription ready within 48 hours:

  12%
  5%
  16%
  62%
  5%

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Please rate the handling of prescription queries:

  18%
  4%
  25%
  48%
  5%

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Please rate the information provided by the reception staff:

  11%
  6%
  23%
  56%
  4%

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Please rate the helpfulness of the Reception staff:

  9%
  5%
  22%
  59%
  5%

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Please rate the information provided by other staff:

  25%
  3%
  14%
  50%
  8%

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Please rate the helpfulness of other staff:

  27%
  2%
  14%
  48%
  9%

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If you received information via text, did you find this useful:

  16%
  2%
  22%
  53%
  7%

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If so, did you find this useful:

  67%
  9%
  24%

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My overall satisfaction with this Practice:

  1%
  3%
  17%
  73%
  6%

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Do you feel you were kept updated with the processes within the surgery during the COVID 19 pandemic:

  6%
  4%
  20%
  65%
  5%

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Please comment on any further feedback you may have:

How old are you:

  3%
  6%
  6%
  22%
  24%
  18%
  15%
  0%
  6%

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Gender:

  28%
  56%
  16%

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How many years have you been attending the Practice:

  24%
  11%
  12%
  48%
  5%

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Are you aware we are on these media sites:

  35%
  24%
  59%
  6%
  6%

Are you aware you can comment on the practice on the NHS Choices Website:

  40%
  54%
  6%

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Do you have internet access:

  88%
  7%
  5%

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Did you know you can order your prescriptions online via Patient Access:

  90%
  6%
  4%

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