MILTON ROAD SURGERY
When complete, please put in box in Porch
We are currently conducting a survey of our patients to seek their views on the service
that we offer. The questions are based on topics that our new Patient Reference
Group has identified as possible areas for improvement.
1)
APPOINTMENT SYSTEM
Any appointment system is a compromise to try and ensure patients get seen at times they most need
to see a doctor or nurse, patients’ convenience and the efficient use of NHS resources (maximising
doctors time with patients in surgery, on visits etc)
Our system is a compromise which is predominantly “book on the day” with limited chances for patients
to pre-book where they have difficulties or the Doctor needs to monitor them regularly. This system
was introduced after previous systems allowing unrestricted pre-booking resulted in acutely unwell
people having to wait days, or even weeks to see a GP. The other main problem with pre-booked
appointments is that there are problems with some patients not attending/not cancelling their
appointments, which wastes resources.
We also run a “duty doctor” system so that a GP is available to deal with calls and urgent matters
throughout the day which was introduced to reduce the need to come to the surgery for straightforward
advice and minimise disruption.
On the whole, how satisfied are you with our current appointment system? Please 
a)
Very satisfied

b)
Fairly satisfied

c)
Neither satisfied nor dissatisfied 
d)
Fairly dissatisfied

e)
Very dissatisfied

If you answered c) , d) or e) how do you think we’d improve matters? Please 
i.
Allow more “pre booked appointments” 
ii.
Allow more “on the day appointments” 
iii.
Other [please explain]

2)
PHONES
Our current phone system, with 0844 number, was chosen on the basis that it was charged at a rate no
more than a BT local call. However while we still charge a tariff of 5.6p per minute, patients’ own phone
companies have started to charge a premium (and take the profit) or decide not including these in call
packages. When we come to the end of our contract we will revert to a 01934 local number but wish to
know which features patients would find useful:
When we choose our new system would you rather;
a) Know where you were in the queue or
b) Hear the engaged tone?
Answer either a or b ____________
a) Have the automatic call-minder suggest when certain things could be done at a
less busy time (e.g. test results in the afternoon rather then at peak booking times)
or
b) Have all calls answered by a person. Which will mean a longer delay in your call
being answered?
Answer either a or b ____________
3) BOOKING IN SYSTEM
We currently offer booking in for your appointment either by talking to the receptionist or by using the
automated booking in system by the front desk. The automated system is generally reliable but some
people have difficulty using it, should we? Please 
a)
b)
c)
Remove the automated system – it’s not very helpful.

Keep the automated system – I’d rather use it than go to the desk.

Better instructions would help people use the automated system – improved signage would help
and I like having the option.

4) PRIORITIES FOR DEVELOPMENT
Having recently improved the ground floor accommodation with our extension, we want to prioritise
other areas that would help improve the patient experience – which are the most important
Please rank 1= most important, 2 next important etc…
 Tannoy system (louder/clarity)
____
 Loop system for hearing aid users
____
 Visual calling system
____
 System for communicating surgery delays
____
 Different/better signage for rooms
____
 Waiting room chairs
____
 Décor
____
 Other______________________________________ ____
5) WEBSITE
Have you ever looked at the practice website?
Yes or No.
If Yes, which one?
NHS Choices or www.themiltonsurgery.co.uk
If we continue to develop the website what features would you foresee yourself using?
Please  all that apply

Booking /cancelling/amending certain appointments.


Ordering repeat medication


General health advice and advice on management of my condition.


Any other suggestions (please comment)
6) Overall how would you rate the quality of service/ care offered by your Surgery?
a) Very satisfied

b) Fairly satisfied

c) Neither satisfied nor dissatisfied 
d) Fairly dissatisfied

e) Very dissatisfied

ANY OTHER SUGGESTIONS/ COMMENTS?
WOULD YOU BE INTERESTED IN RECEIVING EMAILS WITH UPDATES IN ANY CHANGES TO
THE PRACTICE? IF SO PLEASE WRITE YOUR EMAIL ADDRESS BELOW.