Swarland Avenue Surgery
DR C Mears; DR M N Iqbal; Dr H L L Dahl; Patient Participation Group
2013 Swarland Avenue Surgery Patient Survey
As 2012 has drawn to an end, the Practice would like to take this opportunity to measure our
performance and give you the opportunity to share your experience and offer us advice which will
help us improve.
We would appreciate it if you could take the time to complete the following questionnaire which
should take no longer than 10 minutes.
Please answer the questions honestly, and make use of the free text boxes to explain further any
concerns you may have, or let us know where you believe we are getting it right.
What we plan to do:
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The survey will take place throughout January/February 2013, and we will analyse the results
in February 2013;
We will share the outcome with you, using the information boards and our surgery website;
We will develop an action plan for improvement;
We will keep you informed of what changes are made as a result of your feedback;
We will use the findings to inform further Patient Surveys.
THANK YOU FOR YOUR TIME AND HELP IN COMPLETING THIS SURVEY.
The information received will help us to
improve the service our practice can provide
our patients.
OPTIONAL: Although this is an anonymous survey request and your answers will be received in complete
confidence, if you feel there is a particular area you would like a Dr to contact you to discuss, then please
provide your name below. Your comments will not be held against you!
Name: ____________________________________
If you have any queries regarding the survey please contact Reception – Thank You
PPG 23/1/13
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Swarland Avenue Surgery
DR C Mears; DR M N Iqbal; Dr H L L Dahl; Patient Participation Group
Swarland Avenue Patient Survey 2013
A: Booking appointments:
1. How do you normally book your appointment?
Phone
Person
Other
If Other please explain:
2. Was the waiting time for your appointment appropriate?
Yes
No
Comment:
3. How easy do you find making your appointment by phone?
Very easy
Fairly easy
Not very easy
Not at all easy
Comment:
Please provide feedback in
the comment box:
4. What could improve the appointment booking process?
Comment:
5. Do you always prefer continuity with regards to which doctor you see?
Yes
No
6. Do appointments generally keep to their allocated appointment time?
Always
Mostly
PPG 23/1/13
Not often
Never
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Swarland Avenue Surgery
DR C Mears; DR M N Iqbal; Dr H L L Dahl; Patient Participation Group
B: Attending an appointment:
7. Do you use the electronic screen to indicate your arrival?
If ‘No’ could you select a reason:
Yes
No
Too complicated
Don’t know how to use it
Always a queue
Prefer to talk to Reception
Quicker to go to reception
Often ‘Out of Order’
8. What would you change to improve the ‘waiting’ experience at the surgery?
Comment:
B: Patient consultation:
Very
Poor
Poor
Fair
Good
Very good
Excellent
Does not
apply
9. How satisfied overall are
you with your last
contact with the
surgery/outcome?
How satisfied are you
overall with the outcome
timescale of your
treatment/referral?
If not Satisfied please
specify.
PPG 23/1/13
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Swarland Avenue Surgery
DR C Mears; DR M N Iqbal; Dr H L L Dahl; Patient Participation Group
10. Are you aware that you can book ‘double appointment’ time with your Doctor?
Yes
No
C: Surgery Opening Hours:
11. Does the current opening hour’s arrangement meet your needs?
Yes
No
If you answered ‘No’’ please comment:
12. Which of the following times slots do you usually try to make your appointment for?
Morning
Mid Day
Afternoon
Evening (Tue only)
13. Are you aware of the local NHS walk in centres?
Molineux, Byker
Yes
No
Westgate Road, Ncle
Yes
No
Battlehill, Wallsend
Yes
No
Ponteland, Cowgate
Yes
No
14. Have you ever used the walk in centres when unable to make an appointment?
Yes
No
PPG 23/1/13
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Swarland Avenue Surgery
DR C Mears; DR M N Iqbal; Dr H L L Dahl; Patient Participation Group
If you answered ‘Yes’’, we would like to understand the reason why we were
unable to see you at the surgery:
D: Practice Services:
15. Help us understand your level of understanding by ticking the relevant box:
Service
Fully
Aware
Aware –
Like more
info
Not
Aware
Would not
be
interested
Nursing (Practise; District; Health Visitor; Midwives; Macmillan; Palliative Care)
Telephone Advice / Consultation
Home Visit
Interpreting Service
Repeat Prescriptions
Private Charges (Medical Reports/Examinations; Holiday Cancellation; Passports)
Travel Immunisation Vaccinations
Teaching (Nurses; Medical Students; Post Grad Doctors)
NHS Health checks (if you have concerns)
PPG 23/1/13
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