Parsonage Surgery Patient Group Survey 2015

1. Appointments

1. How do you usually make your appointments at the GP surgery?
 Response PercentResponse Total
1 On-line
 
18.00% 18
2 Over the phone
 
75.00% 75
3 In person
 
7.00% 7
 answered
100
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2. What do you consider a reasonable timescale for getting an appointment with a GP for the following:
 Same day1-2 daysWithin a weekWithin two weeksWithin a monthResponse Total
An urgent problem80.6%
(79)
16.3%
(16)
3.1%
(3)
0.0%
(0)
0.0%
(0)
98
A non-urgent problem0.0%
(0)
24.7%
(23)
50.5%
(47)
21.5%
(20)
3.2%
(3)
93
answered
100
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Matrix Charts

2.1. An urgent problemResponse PercentResponse Total
1 Same day
 
80.6% 79
2 1-2 days
 
16.3% 16
3 Within a week
 
3.1% 3
4 Within two weeks   0.0% 0
5 Within a month   0.0% 0
 answered
98

2.2. A non-urgent problemResponse PercentResponse Total
1 Same day   0.0% 0
2 1-2 days
 
24.7% 23
3 Within a week
 
50.5% 47
4 Within two weeks
 
21.5% 20
5 Within a month
 
3.2% 3
 answered
93

3. How easy is it to do each of the following at the GP surgery?
 Haven’t triedVery easyFairly easyNot very easyNot at all easyResponse Total
Get through on the phone3.0%
(3)
9.0%
(9)
39.0%
(39)
33.0%
(33)
16.0%
(16)
100
See your GP of choice within a reasonable timescale11.2%
(11)
14.3%
(14)
34.7%
(34)
30.6%
(30)
9.2%
(9)
98
See ANY GP within a reasonable timescale9.1%
(9)
23.2%
(23)
48.5%
(48)
16.2%
(16)
3.0%
(3)
99
Obtain test results by phone44.2%
(42)
29.5%
(28)
20.0%
(19)
3.2%
(3)
3.2%
(3)
95
answered
100
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Matrix Charts

3.1. Get through on the phoneResponse PercentResponse Total
1 Haven’t tried
 
3.0% 3
2 Very easy
 
9.0% 9
3 Fairly easy
 
39.0% 39
4 Not very easy
 
33.0% 33
5 Not at all easy
 
16.0% 16
 answered
100

3.2. See your GP of choice within a reasonable timescaleResponse PercentResponse Total
1 Haven’t tried
 
11.2% 11
2 Very easy
 
14.3% 14
3 Fairly easy
 
34.7% 34
4 Not very easy
 
30.6% 30
5 Not at all easy
 
9.2% 9
 answered
98

3.3. See ANY GP within a reasonable timescaleResponse PercentResponse Total
1 Haven’t tried
 
9.1% 9
2 Very easy
 
23.2% 23
3 Fairly easy
 
48.5% 48
4 Not very easy
 
16.2% 16
5 Not at all easy
 
3.0% 3
 answered
99

3.4. Obtain test results by phoneResponse PercentResponse Total
1 Haven’t tried
 
44.2% 42
2 Very easy
 
29.5% 28
3 Fairly easy
 
20.0% 19
4 Not very easy
 
3.2% 3
5 Not at all easy
 
3.2% 3
 answered
95

2. Seeing a Doctor at the Surgery

4. The last time you saw a doctor at the surgery how good was the doctor at each of the following?
 Very goodGoodSatisfactoryPoorVery poorDoesn’t applyResponse Total
Giving you enough time67.0%
(67)
19.0%
(19)
6.0%
(6)
1.0%
(1)
1.0%
(1)
6.0%
(6)
100
Explaining tests and treatments67.3%
(66)
14.3%
(14)
5.1%
(5)
1.0%
(1)
0.0%
(0)
12.2%
(12)
98
answered
100
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Matrix Charts

4.1. Giving you enough timeResponse PercentResponse Total
1 Very good
 
67.0% 67
2 Good
 
19.0% 19
3 Satisfactory
 
6.0% 6
4 Poor
 
1.0% 1
5 Very poor
 
1.0% 1
6 Doesn’t apply
 
6.0% 6
 answered
100

4.2. Explaining tests and treatmentsResponse PercentResponse Total
1 Very good
 
67.3% 66
2 Good
 
14.3% 14
3 Satisfactory
 
5.1% 5
4 Poor
 
1.0% 1
5 Very poor   0.0% 0
6 Doesn’t apply
 
12.2% 12
 answered
98

3. Seeing a Nurse at the Surgery

5. Last time you saw a Practice Nurse at the Surgery, how good was the Practice Nurse at each of the following?
 Very goodGoodSatisfactoryPoorVery poorDoesn’t applyResponse Total
Giving you enough time54.0%
(54)
24.0%
(24)
13.0%
(13)
1.0%
(1)
0.0%
(0)
8.0%
(8)
100
Explaining tests and treatments50.0%
(49)
23.5%
(23)
8.2%
(8)
4.1%
(4)
2.0%
(2)
12.2%
(12)
98
answered
100
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Matrix Charts

5.1. Giving you enough timeResponse PercentResponse Total
1 Very good
 
54.0% 54
2 Good
 
24.0% 24
3 Satisfactory
 
13.0% 13
4 Poor
 
1.0% 1
5 Very poor   0.0% 0
6 Doesn’t apply
 
8.0% 8
 answered
100

5.2. Explaining tests and treatmentsResponse PercentResponse Total
1 Very good
 
50.0% 49
2 Good
 
23.5% 23
3 Satisfactory
 
8.2% 8
4 Poor
 
4.1% 4
5 Very poor
 
2.0% 2
6 Doesn’t apply
 
12.2% 12
 answered
98

4. Follow-up actions

6. After each consultation, how clear are you about the actions you need to take? For example: Do you need to make future appointments, when to do blood/urine tests, obtaining results etc
 Very clearFairly clearNot very clearNot at all clearResponse Total
With a doctor?84.4%
(81)
12.5%
(12)
2.1%
(2)
1.0%
(1)
96
With a practice nurse?82.2%
(74)
13.3%
(12)
3.3%
(3)
1.1%
(1)
90
answered
97
skipped3

Matrix Charts

6.1. With a doctor?Response PercentResponse Total
1 Very clear
 
84.4% 81
2 Fairly clear
 
12.5% 12
3 Not very clear
 
2.1% 2
4 Not at all clear
 
1.0% 1
 answered
96

6.2. With a practice nurse?Response PercentResponse Total
1 Very clear
 
82.2% 74
2 Fairly clear
 
13.3% 12
3 Not very clear
 
3.3% 3
4 Not at all clear
 
1.1% 1
 answered
90

5. Services on offer

7. Which of these services are you aware of/have you used?
 Aware and useAware but not requiredUnawareResponse Total
6 monthly repeat prescriptions40.2%
(39)
36.1%
(35)
23.7%
(23)
97
Telephone booking from 8am daily for emergency, on-the-day appointments73.9%
(68)
21.7%
(20)
4.3%
(4)
92
answered
100
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Matrix Charts

7.1. 6 monthly repeat prescriptionsResponse PercentResponse Total
1 Aware and use
 
40.2% 39
2 Aware but not required
 
36.1% 35
3 Unaware
 
23.7% 23
 answered
97

7.2. Telephone booking from 8am daily for emergency, on-the-day appointmentsResponse PercentResponse Total
1 Aware and use
 
73.9% 68
2 Aware but not required
 
21.7% 20
3 Unaware
 
4.3% 4
 answered
92

8. A triage system is in place at the surgery for emergency appointments. This means that the duty doctor makes an assessment of the degree of urgency when deciding the order of treatment.Before this survey, were you aware that the surgery operated a triage system?
 Response PercentResponse Total
1 Yes
 
27.00% 27
2 No
 
73.00% 73
 answered
100
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9. The surgery website was redesigned in 2014. Have you used the new Parsonage Surgery website?
 Response PercentResponse Total
1 Yes
 
41.00% 41
2 No
 
59.00% 59
 answered
100
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6. Receptionists

10. How helpful do you find the Receptionists at the surgery?
 Response PercentResponse Total
1 Very helpful
 
72.00% 72
2 Fairly helpful
 
17.00% 17
3 Satisfactory
 
9.00% 9
4 Not very helpful
 
1.00% 1
5 Not at all helpful
 
1.00% 1
 answered
100
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7. Telephone Access

11. Historically the Patient Group have maintained that they prefer a simple incoming telephone line or an engaged tone. As the surgery has been growing, we have been receiving increasing feedback about telephone access.One option would be to introduce a different type of telephone system, whereby you are held in a queue once you ring the Surgery.Which of the following would be your preferred option?
 Response PercentResponse Total
1 Leave the phones as they are with an engaged tone if busy
 
18.00% 18
2 Introduce a call waiting system
 
44.00% 44
3 Add another incoming line to the surgery
 
34.00% 34
4 Other (please specify):
 
4.00% 4
 answered
100
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8. About you

12. Are you
 Response PercentResponse Total
1 Male
 
36.00% 36
2 Female
 
64.00% 64
 answered
100
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13. Age
 *Response Total
Age
18-24100.0%
(6)
6
25-34100.0%
(17)
17
35-54100.0%
(34)
34
55-64100.0%
(18)
18
65+100.0%
(25)
25
answered
100
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9. OTHER COMMENTS

14. If there is anything else you would like to tell us, then please feel free to use this space.
 Response PercentResponse Total
1 Open-Ended Question 100.00% 29
127/03/15 12:07PM
ID: 18292347
I have always been very happy with the surgery especially when needing an appointment for my children.
227/03/15 12:08PM
ID: 18292572
A very well run practice.
327/03/15 12:13PM
ID: 18293256
Excellent surgery - well organised. Caring & appropriate staff.
427/03/15 12:21PM
ID: 18294353
I am happy and have been to the surgery many times.
527/03/15 12:24PM
ID: 18294662
Excellent service and v. friendly but does take a while to get an appointment.
627/03/15 12:27PM
ID: 18294995
Booking a same day appointment is very difficult due to the line being continuously engaged. Especially problematic if working and taking the day off for the appointment. Also it would be food to have an intermediate appointment system.
727/03/15 12:28PM
ID: 18295213
Getting through on phone is difficult.
827/03/15 12:30PM
ID: 18295443
As a non-english I would say that you should have more information (in leaflets for example) explaining how health care system works in Parsonage and generally inside United Kingdom.
927/03/15 12:32PM
ID: 18295729
I am very happy with all aspects of this surgery. All staff are very helpful.
1027/03/15 12:35PM
ID: 18296139
I found the midwife appointments hard to get hold of as they were afternoons only at one point. Would be easier if more choice e.g. morning/afternoon.
1127/03/15 12:36PM
ID: 18296353
Dr Takhar (male) was lovely. Very friendly and helpful.
1227/03/15 12:40PM
ID: 18296880
We have trouble getting through on the phone.
1327/03/15 12:54PM
ID: 18298619
All excellent GP's.
1427/03/15 12:56PM
ID: 18298861
It is obvious that the doctors are extremely busy. In order to spread their load and reduce waiting times more doctors would be useful!
1527/03/15 1:00PM
ID: 18299352
First time at practice therefore not able to really answer most of the questions.
1627/03/15 1:02PM
ID: 18299563
Re: receptionists. Some good, some poor.
1727/03/15 1:06PM
ID: 18300100
More availability for female doctors please.
1827/03/15 1:15PM
ID: 18301238
I hate having to pay to park as the fees to park only start at £1. We should get this back.
1927/03/15 1:18PM
ID: 18301652
Telephone always engaged. Perhaps not receptionist at desk to answer it.
2027/03/15 1:22PM
ID: 18302219
Generally happy but frustrated with phones.
2127/03/15 1:28PM
ID: 18302923
Door to nurses room needs to be sound proof - sitting in waiting area you are able to hear conversations between nurse and patient. NOT VERY PRIVATE!!
2227/03/15 1:34PM
ID: 18303117
Excellent surgery and doctors. Extremely happy with all staff. Very kind and helpful.
2327/03/15 1:49PM
ID: 18305818
Everyone at the surgery is very very kind and pleasant.
2427/03/15 1:51PM
ID: 18305991
Very kind. Always helpful.
2527/03/15 1:52PM
ID: 18306138
I am a new patient. Happy for now.
2627/03/15 1:55PM
ID: 18306510
Whenever I have had an appointment with either doctor or nurse I have not been kept waiting.
2727/03/15 1:57PM
ID: 18306734
Late evening appointments would be good.
Need cancellation access by phone - I've tried to cancel appointments but cannot get through to do so.
2827/03/15 1:59PM
ID: 18307116
No personal access to website so please keep phone and receptionist available.
2927/03/15 2:12PM
ID: 18308675
I have recently joined this practice and find it excellent!
 answered
29
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