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Dear Patient,

Please would you complete this ten-minute survey to comment on your experiences at Mid Sussex Health Care (Ditchling, Hassocks and Hurstpierpoint surgeries)?

The questions have been designed with the help of input from our patient reference group, and ask about a range of issues that they considered important to all patients. We would like to hear how well you think the practice is doing so that we can be clear about where improvements to our services are needed.

The final two questions are about wider NHS services, but the rest all focus on issues that are within the practice’s control. If you provide other suggestions or feedback where prompted, please remember to focus only on issues that we as a practice can control or influence.

This survey is being sent to approximately 2000 of the practice’s 19000 patients during October and November 2011. After we have analysed the results, we will invite some of those surveyed to meet with practice staff to discuss the answers and to draw up an appropriate action plan for the coming year. If you don't receive an invitation this time round, you may receive one in the future, as we plan to repeat this exercise at least annually.

Please do not use the survey to single out individuals for comment. If you'd like to discuss a particular issue (whether a compliment or a complaint) with the Practice Manager, please email her: Caroline.Banfield@nhs.net or telephone 01273 837980.

Please answer all of the questions and click 'Send Survey' when you are done.


SECTION 1: Information about you

Q1. How did you access this survey? (tick whichever applies)

  21%
  0%
  65%
  1%
  3%
  10%

Q2. Do you visit one/some/all of our sites? (please tick all that apply)

  28%
  45%
  63%

Q3. How recently have you been to one of our sites?

  76%
  7%
  3%
  4%
  10%


SECTION 2: Getting appointments at Mid Sussex Health Care

NB We have changed our appointment system in the last 6 months. We are keen to know how we are doing now, rather than how we were doing in the past, so some of the following questions ask for feedback regarding your recent experiences only.

Q4. In the past six months, how quickly has the phone been answered when you have rung to book an appointment or chase test results etc?

  11%
  33%
  27%
  15%
  2%
  12%

Q5. Regardless of how recently you have telephoned us, once you get through to a telephonist, are you satisfied with how they handle the call?

  84%
  3%
  13%

Q6. What do our telephonists do well?

Q7. What could our telephonists do better?

Q8. Thinking about the last 6 months, how many working days do you normally have to wait to get a non-urgent appointment with the GP of your choice?

  13%
  5%
  6%
  13%
  21%
  24%
  7%
  11%

Q9. How important is it to you to see a specific GP for a routine/ongoing matter?

  17%
  39%
  34%
  10%

Q10. How important is it to you to see a specific GP for an urgent matter?

  38%
  25%
  28%
  9%

Q11. Do you know which days of the week specific GPs are available?

  16%
  74%
  10%

Q12. Thinking of times in the last 6 months when you were willing to see any GP for a non-urgent appointment, how quickly were you usually seen?

  27%
  13%
  11%
  13%
  12%
  7%
  2%
  15%

Q13. If you need to see a GP urgently, can you normally get a face-to-face appointment on the day you request it?

  60%
  18%
  22%

Q14. If there are no face-to-face appointments available for an issue that you consider urgent, are you offered a telephone consultation by telephone/reception staff?

  51%
  21%
  28%

Q15. Did you know you can book an appointment and make repeat prescription requests online?

  60%
  29%
  11%

Q16. Did you know that you can receive a text reminder of your appointments?

  41%
  48%
  11%


SECTION 3: How we communicate/interact with you

Your feedback on the Reception Team

Q17. Do receptionists always greet/acknowledge you when you arrive at front desk?

  71%
  18%
  11%

Q18. Are receptionists friendly and polite?

  86%
  3%
  11%

Q19. Do receptionists seem to understand processes for handling prescriptions, appointments etc?

  83%
  4%
  13%

Q20. Do receptionists tell you if a particular GP is running late?

  40%
  43%
  17%

Q21. Any comments on how receptionists could improve their service to you?

Your feedback on the GP team

Q22. Does your GP listen to you?

  70%
  16%
  2%
  0%
  12%

Q23. Does you GP seem aware of your medical history?

  51%
  25%
  10%
  2%
  12%

Q24. Does your GP explain tests/treatments given to you?

  67%
  15%
  4%
  1%
  13%

Q25. Does your GP treat you as you would wish when giving you a physical examination?

  76%
  5%
  0%
  1%
  18%

Q26. Does your GP involve you in decisions about your care?

  65%
  13%
  4%
  1%
  17%

Q27. Does your GP treat you with care and concern?

  70%
  15%
  2%
  0%
  13%

Q28. Does your GP answer your questions during consultations?

  72%
  14%
  1%
  0%
  13%

Q29. Any comments on how GPs could better meet your health needs?

Your feedback on nurses, phlebotomists and health care assistants

Q30. Have you been happy with your experience of your visit(s) to the nursing team? (Consider the issues covered under questions 22-29 above in relation to nurses)

  73%
  3%
  10%
  14%

Q31. Any comments that would help the nursing team to better meet your health needs?


SECTION 4: Premises issues

Q32. Do you have any suggestions for how we could improve our premises (if yes, please state whether you're talking about Ditchling, Hassocks, Hurst or all three)


CLOSING COMMENTS

Q33. What is particularly good about Mid Sussex Health Care as a practice?

Q34. What is particularly bad about Mid Sussex Health Care as a practice?

The Wider NHS

The next 2 questions have been included at the request of NHS West Sussex and relate to services beyond the practice (e.g. local hospitals etc).

Q35. In your experience of NHS Services you have used, what works well?

Q36. In your experience of NHS Services you have used, what works badly?


AND FINALLY...

To help us analyse your answers please tell us a bit more about yourself:

Are you male or female?

  34%
  54%
  12%

What age are you?

  0%
  1%
  4%
  8%
  12%
  19%
  22%
  16%
  5%
  13%

What is the ethnic background with which you most identify?

  87%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  13%

Do you consider yourself to have a disability?

  15%
  71%
  3%
  11%

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