PATIENT SURVEY – TELL US WHAT YOU THINK

WESTSIDE SURGERY

Please answer the following questions with a tick in the appropriate box, which are mainly about accessibility and clinical services provided at Westside Surgery. Results of this survey will be published on the surgery website and on the information board located in the surgery reception.

Please return completed forms to Reception or place them in the box in the main waiting room.

Q1: How satisfied are you with our opening hours?

Surgery is open:

Mon. 08:00 – 20:00Wed.08:00 -18:30

Tue.08:00 – 20:00Thu. 08:00 – 18:30*

Fri. 08:00 – 18:30(*addition time till 20:00)

186 / Satisfied
6 / Not satisfied
5 / Don’t Know

If ‘not satisfied’ can you please give reason why below?

No comment received

Q2: How do you book or cancel appointments?

71 / Face to face
106 / By phone - Receptionist
29 / By phone using 24 hour automated system
37 / On Line

Could you please advise why you prefer to use this method below?

No comment received

*Q3 How do you prefer to book your appointment:

101 / Pre –booked
97 / Same day

And how easy you found this to be:

76 / Very Easy
97 / With difficulties

*Q4: If you have used Triage in the last 12 months (this is when the doctor calls you back to assess how quickly you need to be seen) how satisfied were you with this service?

*Please go to Q5if you have not used Triage

58 / Very satisfied
10 / Not satisfied
17 / Don’t Know

If you have ticked ‘Not satisfied’ please give reason(s) below:

No comments received

Q5: Which method do you prefer to use when ordering prescriptions? (Tick one box only please)

64 / In person
31 / On Line
75 / Repeat Prescription Service at a Pharmacy
39 / By phone

Q6: Last time you saw a Doctor at the surgery, how did you rate the following care?

(Tick one box in each row)

Very Good / Good / Poor / Very Poor
Giving you enough time / 98 / 76 / 9 / 1
Asking about your symptoms / 92 / 79 / 7 / 2
Listening / 97 / 74 / 11 / 1
Explaining test(s) and treatment / 91 / 84 / 8 / 3
Involving you in care decisions / 82 / 71 / 14 / 2
Treating you with care and concern / 86 / 75 / 11 / 2
Taking your problem seriously / 89 / 71 / 12 / 1

Q7: Did you have confidence and trust in the Doctor you saw?

138 / Yes, definitely
45 / Yes, to some extent
1 / No, not at all

Could you please give reason below?

*Q8: If you saw a Nurse Practitioner in the last 12 months, how did you rate the following care?

(Tick one box in each row)

*Please go to Q10if you have not seen the Nurse Practitioner

Very Good / Good / Poor / Very Poor
Giving you enough time / 106 / 30 / 1 / 0
Asking about your symptoms / 93 / 34 / 2 / 1
Listening / 97 / 32 / 2 / 1
Explaining test(s) and treatment / 94 / 33 / 1 / 2
Involving you in care decisions / 88 / 35 / 0 / 1
Treating you with care and concern / 93 / 33 / 1 / 1
Taking your problem seriously / 97 / 29 / 2 / 2

Q9: Did you have confidence and trust in the Nurse Practitioner you saw?

121 / Yes, definitely
16 / Yes, to some extent
1 / No, not at all

Could you please give reason below?

Q10: How do you rate the Reception Staff?

(Tick one box in each row)

All of the time / Some of the time / Never or hardly ever
Friendly and welcoming / 147 / 35 / 0
Helpful / 130 / 39 / 1
Phone answered quickly and within your expectations / 82 / 79 / 12

Q11: Do you think the Surgery adequately covers the range of health services you need?

158 / Agree
21 / Partly agree
0 / Do not agree

If you have not ticked ‘agree’ could you please give details below?

No comments received

Q12: How satisfied are you with the care you receive at the Surgery?

100 / Very satisfied
79 / Fairly satisfied
4 / Not satisfied
0 / Don’t Know

Q13: What could we do better?

If you have been registered with the surgery for more than a year please answer Q13.

Q14: Overall, has the service we provide improved over the last 12 months?

63 / Yes – it is better
91 / No – it is the same
14 / No – it is worse

Q15: Please add any comments you would like to make to improve the service that we provide?

Thank you very much for completing and returning this Survey, the results of which will be published in a surgery on patient information boards and at surgery website

We welcome your suggestions and comments at any time, good or bad, so please get in touch if you would like to.

Unless you choose to put your name on this form, your answers are anonymous.

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