Regent Street, Long Eaton. Wilmot Street, Sawley. Banks Road, Toton
Please note:- Not every patient answered every question.
Q1.
Which Surgery do you prefer to attend? Long Eaton Sawley
121 40
Q2 . When did you last see a Doctor at a Surgery?
In the past 3 months
Was this at your preferred surgery?
Between 3 and 6 months ago
More than 6 months ago
Q3 . When did you last see a nurse or other medical staff member at a Surgery?
Toton
13
123
28
24
Yes No
150 24
In the past 3 months
Between 3 and 6 months ago
More than 6 months ago
107
29
37
Was this at your preferred surgery? Yes
150
No
22
Q4.
How do you normally book your appointments to see a doctor or nurse at the Surgery?
In person 44
Q5 . In the past 6 months how easy have you found the following?
By phone 117
Getting through on the phone
Speaking to a Doctor on the phone
Not needed to do this
15
84
Very
Easy
15
24
Fairly easy
45
40
Not very easy
47
12
Quite hard
51
9
Can’t remember
2
4
Speaking to a Nurse on the phone
Obtaining test results by phone
125
94
11
27
18
28
6
8
6
11
7
5
Q6.
In the past 6 months have you tried to see a Doctor fairly quickly?
By fairly quickly we mean on the same day or in the next two weekdays that the surgery was open.
Yes No Can’t remember
113 59 3
IF YES, go to part b. Otherwise, go to Question 7. b) Were you able to see a doctor on the same day or in the next two weekdays that the surgery was open? c) Why was that?
IF NO, go to part c. Otherwise, go to question 7.
There weren’t any appointments
Yes
82
No
27
Can’t remember
4
Times offered didn’t suit
Appointment was with a Dr who I didn’t want to see
A nurse was free but I wanted to see a Dr
Was offered an appointment at a difference branch of my surgery
Another reason
21
2
2
0
2
0

Q7 .
Transport and Personal Mobility Very easy
108
Fairly easy
52
Not very easy
9 How easy do you find it to get to your surgery?
How easy is it for you to get into and around the surgery building?
131 31 4
Q8.
In the Reception Area, can other patients overhear what you say to the Receptionist?
Yes, but don’t mind
Yes and I am not happy about it
No, other patients can’t overhear
Don’t know
Q9. How helpful do you find the receptionists at the
Surgery?
Not at all easy
3
4
122
17
10
23
Q10 . Are you usually seen at your appointment time?
Very
106
Fairly
60
Not very Not at all
6 0
I am normally seen on time
Within 5 minutes
Within 5 to 15 minutes
Within 15 to 30 minutes
21
56
76
19
Q11. How often do you see the Dr you prefer?
Always or most of the time
A lot of the time
Some of the time
Never or almost never
Q12.
How satisfied are you with the surgery opening hours?
I don’t mind who I see, unless it is a follow up. 46
Very satisfied
Fairly satisfied
67
67
Neither satisfied nor dissatisfied 19
Quite dissatisfied 12
Very dissatisfied
Don’t know opening hours 4
3
Q13.
Would you like the surgery open at additional times?
Yes
56
IF YES, please state what you would like ……………… See notes pages ………………………………………….
No
116
36
30
47
13
Q14.
The last time you saw a Doctor at the surgery, how good was he/she at each of the following -
Please put a tick in one box for each row
Very good
Good OK Poor Very poor
Doesn’t apply
Giving you enough time
Asking about your symptoms
Listening
Explaining tests and treatments
93
88
90
83
53
56
51
41
22
22
26
27
0
2
1
1
2
2
2
2
2
3
2
18
Involving you in decisions about your care 70 43 28 3 0 28

Treating you with care and concern 92 48 27 1 0 4
Taking your problems seriously 95 42 29 3 0 3
Q15. The last time you saw a Nurse or other Medical Staff member at the surgery, how good was he/she at
each of the following? Please put a tick in one box for each row
Very good
Good OK Poor Very poor
Doesn’t apply
Giving you enough time
Asking about your symptoms
Listening
Explaining tests and treatments
Involving you in decisions about your care
Treating you with care and concern
Taking your problems seriously
96
91
95
85
71
88
88
43
35
40
36
41
50
38
7
9
11
10
28
23
11
2
0
1
0
2
1
1
1
1
1
1
0
0
0
Q16.
In general, how satisfied are you with the care you get at the Surgery?
Very Fairly well
76 77
OK
18
Q17.
Would you recommend the Surgery to someone who has just moved to your local area?
Yes
132
75.9%
Might
13
7.5%
Not Sure
20
11.5%
What’s the best thing(s) about your surgery?
See notes pages
What’s the worst thing(s)?
Not really Not at all
2 1
Probably not
4
2.3%
See notes pages
This space is left for you to clarify any of your answers or raise any further points.
See notes pages
Thank you for taking part in our survey and sharing your views.
The Moir Patient Participation Group.
No
5
2.9%
20
34
25
31
28
9
32

Notes Pages
A short summary
The Moir Medical Centre Patient Participation Group has only recently been revived and we currently have 10 members. We aim to represent patient’s views, when we meet with the practice staff for 2-way discussions and exchanges of information. We acknowledge that this was a very small survey sample, as the three surgeries cover the needs of about 15,000 patients. We see this as just giving a rough guide to where our main points of interaction would be best placed.
The mix of the sample was not representative, as the majority were patients over 40/50 years of age. Most of these were receiving regular health service from both doctors and nursing staff. There were less than 5 patients under 20 years old.
The differences between the responses from the 3 surgeries were mainly affected by the size of each and the services offered there. We now know of changes ahead for the Long
Eaton one & a brand new surgery for Sawley. More details of these will be reported elsewhere.
As was expected, the main points of comment were on the opening hours, appointment booking system and the phone system. We have already started discussions with the practice managers on these topics.
One major problem is getting information to the 15,000 patients. There were many complaints about the time & cost of the 0844 phone line when trying to book an appointment. All three surgeries now have 0115 numbers for appointments. These have no queueing system, so you either get through or get an engaged tone. You need to redial but you are not charged until your call is answered. These numbers are on appointment cards, in the Practice information booklet, on the website and on posters at the surgeries.
For appointments only
Long Eaton 0115 973 7366 Sawley 0115 946 6030 Toton 0115 983 5640
The surgeries do run different booking systems, as their current situations are very different.
There is no way the practice can meet all the patients’ ideal scenarios but we can work together to try and improve some of the concerns.
Roberta Dempster
Chairman, Moir Patient Group
(Contact, by letter only, via Long Eaton surgery.)

January 2012
The Main Topics – Some Survey Response Comments
(The figures in brackets show the number of responses for each type of comment)
Appointments
Sawley & Toton surgeries often have to refer patients to Long Eaton for Clinics and
Nursing services. This is not appreciated & can cause travel problems. (12)
There is only usually 1 doctor on duty, usually male at Sawley. During holiday or sickness absence, there may be no doctor for up to a week. By the time you find this out,
 it is too late to start phoning Long Eaton. There should be a doctor on duty when the surgery is open. (19)
Tesco at Toton couldn’t get my repeat prescription done, as there was no doctor.
 NB This is incorrect. The service is still available, when there is no Doctor at Toton.
Long Eaton
The rush to book appointments at the 8.00am start leads to queueing outside the door, regardless of the weather or ‘sitting’ on the phone for up to an hour, only to finally get through to be told there are no appointments left. (49)
General
1.
Workers find it hard and/or frowned upon to make calls from work to book an appointment.
2.
Some work places don’t have mobile reception & you can’t use the firm’s phone.
3.
Working a 6am – 2pm shift means you can’t call L.E. surgery at their main booking times of 8am & 1.30pm.

4.
Bosses don’t like the actual appointment be ing in working hours, especially when you don’t work near the surgery. (6)
Unable to book appointments ahead, especially when the doctor says, “come back and see me in a couple of weeks”. (7)
 This concern is already being addressed. The doctors now have some slots which can only be booked by them. If they want you to come back, they can book the appointment for you, before you leave their room.
 Most clinics and treatment appointments can be booked ahead, at reception. If they are not, it may be because the session is outside the practice’s control.
 You shouldn’t sign on so many patients if you can’t give more appointment times!
(1)
 Who can give a figure for exactly how many appointments are needed each day? We are working on improvements and the new Sawley surgery should have a big impact on this concern.
Opening Times
Doctors available whenever the surgery is open (15)
More evening appointments, as late as 8pm. (24)
More weekend appointments (6), Saturdays (14), Sundays (1), Bank Holidays (1)
A “Take a number when you come in and then sit and wait your turn” style clinic. (1)
Miscellaneous
 Drinking water should be available in the waiting room.

 Costs, the risk of spillages and Health and Safety regulations, (which are stricter for surgeries than other places), all affected the decision to not provide this service.
 There should be a better children’s play area.
 Again, cost and Health and Safety regulations affected the decision to not provide this service.
When it comes to staff, the majority of patients are very happy but personality clashes also appear. One patient’s, “I will only see Dr X.” was matched with “I’ll see anyone except Dr X, who is so rude and arrogant.”
This difference of opinion is also apparent on some of the “What’s best & worst” responses.
Best Thing about my surgery
The automatic check in
Worst thing about my surgery
The automatic check in
Can get an appointment fairly quickly
Good opening hours
Appointments run on time
Space & a pleasant environment
Trying to get an appointment
Not open enough
Appointments running late
Quite crowded at times
It’s free
Nothing good (1)
It’ll be fee paying soon.
Not hearing my name called.
Nothing bad (20)
(NB This is wrong.)
My name said over the tannoy system.
Som e ideas are ‘in the pipeline’ and some of them may take some time to come to fruition. Please have patience with all concerned.