SUMMARY OF THE ‘PATIENT QUESTIONNAIRE’ RESULTS 2013/14
198 questionnaires were returned, 101 from Harrogate Road and 92 from Milan Street. 5 patients didn’t tick the
box to say which surgery they were registered with.
This was a general improvement compared with previous years, in the total number as well as in participation
from Milan Street patients, although fewer questionnaires were returned from Harrogate Road patients this year:
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2012/13: 180 questionnaires back, 128 from Harrogate Road and 52 from Milan Street
2011/12: 133 questionnaires back, 91 from Harrogate Road and 42 from Milan Street.
This year we used the option of an on-line survey as well as the traditional paper questionnaire. From the 198
questionnaires, 83 were on-line answers and 115 were paper answers.
Demographics:
67.4% female and 32.6% male.
Most age groups were represented but, as in previous years, we received very few responses from the under 18
years group, and these were all Milan Street patients. Most responses belonged to the 30-44 years age group, in
both surgeries. At Milan Street 39.5% of responses were from people aged under 30, but only 13% of Harrogate
Road patients were under 30.
Ethnicity:
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At Harrogate Road: 71.4% White British, 15.3% Asian / Asian British
At Milan Street: 17.9% White British, 59.6% Asian / Asian British and also representation from other
groups (such as 9% Black/Black British)
Frequency in using the Practice:
About half of the people (52.7%) use the practice every few months.
When looking at both surgeries, 18.2% of Harrogate Road patients use the practice weekly or monthly, in contrast
with 40.9% of Milan Street patients (maybe because they have young children and need it more often?)
Satisfaction with opening hours
82% are happy or very happy with the opening hours (78.8% HR and 86.2% MS)
54.6% would like additional opening hours, especially the groups from 18 to 64 years (this may be because of
University and work?).
Of those, 43.3% would like the additional opening hours to be on Saturdays (especially at Milan Street, 51%
versus 37% at Harrogate Road); 39.4% would prefer the surgery to open after 6pm (especially at Harrogate Road,
46.3% versus 32.7% at Milan Street); 12.5% would prefer an early start and 4.8% would prefer a Sunday opening
(last two similar in both groups).
Triage
71.4% have used the telephone triage in the past 6 months (similar in both surgeries).
Of those, only 5.8% were unhappy or very unhappy with the consultation (similar in both surgeries).
69.4% said they liked how the triage system worked and 10.4% said they didn’t like how the triage system
worked.
20.2% said they didn’t know how the system worked.
Seeing a GP of your choice
35% are not bothered about which doctor they see as long as they are seen.
27.3% prefer to see any regular GP.
15.1% say it is difficult or very difficult to book an appointment in advance with the GP of their choice.
66.1% say it is easy or very easy to book an appointment in advance with any regular GP, but 10.3% still say it is
difficult or very difficult.
How difficult is it ...?
50.6% find it easy or very easy to see the nurse for a chronic condition check up, but 13.5% say it is difficult or
very difficult.
57% find it easy or very easy to book an appointment for a blood test, but 14% say it is difficult or very difficult.
Did you know?
33.2% still don’t know we have a website (especially at Milan Street, 51.2%) - better than last year (48.3%)
50.3% still don’t know they can request prescriptions on line (especially at Milan Street, 63.9%); last year 55%.
69.3% still don’t know they can view their medical record and cancel appointments on line.
58% still don’t know they can book up to 6 weeks in advance (especially at Harrogate Road, 67%). Much better
than last year (91.1%)
44.6% still don’t know we offer extended hours from 6.-8pm 4 days per week
61.8% still don’t know we have a Patient Participation Group and they can join if they wish. A bit better than last
year (65%).
Getting feedback / information
The preferred method to receive information would be via text message (absolute favourite, 63.9%) , followed by
the notice board (second favourite at Milan Street, 45.2%) and the website(second favourite at Harrogate Road,
44.2%), a poster , a newsletter or a leaflet handed by the doctor or nurse (similar scores) .
When asking about what kind of information they would like to be given, there are many different answers but
the most repeated answers are: information about the doctors , opening times, any new and important changes,
any services offered, any updates, and a regular newsletter.
Services and satisfaction with the surgery
79% say they are happy or very happy with the range of health services we provide
82% are happy or very happy with the care they get at the surgery.
80.1% would recommend the surgery to someone else.
Positive comments
Many positive and encouraging comments about the receptionists, nurses, doctors, services we provide and the
Practice in general (89 patients added positive comments).
Negative comments
There are a number of issues (65 negative comments) but they are not really consistent.
Some of them are not just negative comments or suggestions for improvement but complaints that should really
be dealt with through our “complaints procedure” if the patients who wrote them wish to follow that route.
The ones which come up repeatedly are:
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Parking difficulty.
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Premises, especially the reception area and waiting rooms.
Information on notice boards and walls, crowded and repeated.
Dealing with reception can be difficult sometimes, in person and over the phone.
Getting through the phones can be difficult.
Too much waiting to be seen.
What’s the name of the doctor who you are going to see.