Valley View Surgery

Number of Responses: 162

Information about you

1. Are you:

Male  38%

Female  60%

No response  2%

2. Please select your age group:

16-25  16%

26-35  35%

36-50  30%

51-65  11%

65 and over  6%

No response  2%

3. Please select your ethnic group:

Asian or Asian Black – Bangladeshi  7%

Asian or Asian Black – Indian  3%

Asian or Asian Black – other background  1%

Asian or Asian Black – Pakistani  68%

Black or Black British – Caribbean  0%

Black or Black British African  0%

Black or Black British – other background  0%

Mixed – Other background  0%

Mixed – White and Asian  0%

Mixed White  0%

and Black African  0%

Mixed – White and Black Caribbean  0%

Chinese  0%

White – British  17%

White Irish  0%

No response  4%

Access

Thinking of the times you have phoned the surgery, how would you rate the following.

4. How easy was it to get through to book an appointment?

Very easy  21%

Fairly easy  29%

Neither easy or difficult  12%

Fairly difficult  19%

Very difficult  14%

Don't know / never tried  1%

No response  4%

5. How easy was it to make an appointment with a doctor at the time you wanted?

Very easy  15%

Fairly easy  27%

Neither easy or difficult  12%

Fairly difficult  17%

Very difficult  22%

Don't know / never tried  2%

No response  5%

6. Are you able to see the doctor you wanted?

Never  5%

Sometimes  59%

Always  22%

Don't know / never tried  10%

No response  4%

7. How important is it to you that you see the doctor of your choice when coming to the surgery?

Very important  61%

Fairly Important  24%

Not very important  4%

Not important  4%

Don't know  1%

No response  6%

8. How long after your appointment time do you normally have to wait to be seen by the doctor or nurse?

5 minutes or less  17%

6-10 minutes  48%

11-20 minutes  27%

21-30 minutes  3%

More than 30 minutes  0%

No response  5%

9. How do you feel about how long you normally have to wait?

I don't normally have to wait long  59%

I have to wait a bit too long  21%

I have to wait far too long  6%

No opinion / doesn't apply  6%

No response  8%

10. How do you feel about “telephone triage” (where a doctor/practitioner decides whether you need to be seen on the day)?

I would be satisfied  41%

I would not be satisified  35%

Don't know / never used this service  16%

No response  8%

Reception

11. How helpful do you find our receptionists at the surgery?

Very helpful  53%

Fairly helpful  37%

Not very helpful  4%

Very unhelpful  1%

No opinion / doesn’t apply  0%

No response  5%

12. When you are in the reception area, can other patients hear what you say to the receptionists?

Yes  66%

No  28%

No response  6%

13. If you answered yes to the above question, how do you feel about this?

It doesn’t bother me  28%

It only happens sometimes / it’s not really a problem  26%

I ask to speak privately  1%

I feel uncomfortable as I don’t want anyone to hear  16%

I feel uncomfortable so I don’t explain what I need properly  3%

Other  3%

No response  23%

Patient Information

14. How easy is it to find out about the opening hours and services offered by our surgery?

Very easy  43%

Fairly easy  44%

Not very easy Not at all easy  9%

No response  4%

15. Are you aware of the surgery website and how to access it?

Yes  23%

No  67%

No response  10%

If you answered yes, is there any other information that you would like to see included?

Appointments

16. Sometimes patients arrive late for their appointments which is a problem because it has a knock on effect to other patients. Thinking about those patients who arrive late for their appointments, how do you think the surgery should deal with this issue?

See them on arrival as soon as it is convenient  33%

See them at the end of the surgery  32%

Ask them to make an alternative appointment if possible  27%

Other  3%

No response  5%

17. Missed appointments are a big problem for us as it wastes clinical time that could have been allocated to other patients. How would you like to see us tackle this problem?

Undertake a campaign to highlight how important it is to keep appointments  16%

Send appointment reminders via phone  48%

Write to inform them of the missed appointment and warn of the consequences i.e. removal from the list  28%

No response  8%

18. One of the ways we use to try to reduce the number of missed appointments is to remind patients about their routine appointments. How helpful do you / would you find this service?

Very helpful  68%

Fairly helpful  24%

Not very helpful  0%

Not helpful at all  0%

No opinion / doesn’t apply  3%

No response  5%

19. A telephone consultation service means that, where appropriate, patients can get advice and support from one of our doctors or nurses over the phone instead of coming into the surgery. Have you ever used this service?

Yes  57%

No  36%

No response  7%

20. If yes, how did you find this service?

Very helpful  42%

Not very helpful  17%

Would never use this service  2%

No response  39%

If no, please state why

Prescriptions

21. How satisfied are you with our current system for asking for repeat prescriptions?

Very satisfied  36%

Fairly satisfied  46%

Not very satisfied  6%

Not satisfied at all  4%

No response  8%

22. Would you like to use any other system for requesting prescriptions?

Email  24%

Website  12%

No response  64%

Other (please tell us)

Other

23. How satisfied are you with the service you receive at the surgery?

Very satisfied  41%

Fairly satisfied  47%

Not very satisfied  3%

No response  9%

24. Would you recommend the surgery to someone who has just moved into the local area?

Yes  77%

No  11%

No response  12%

If no, please tell us why

Thank you

Thank you for taking the time to answer this survey. Your comments help us make decisions about how the practice is run.