Appointments at your GP Surgery or Health Centre
Q1. When did you last see a Doctor/Nurse Consultant (Sister Sam Stewart or Sister
Joanna Evans) at the GP Surgery ? Please tick all the circles that apply
In the past 3 months
36
Between 3 and 6 months ago
More than 6 months ago
I have never been seen at my present GP or
Surgery
17
9
0
Q2. Which of the following methods would you prefer to use to book an appointment
at the Surgery ? Please tick all the circles that apply
In person
By phone
By fax
Online
Digital TV
No preference
20
48
12
Getting through on the phone
Q3. In the past 6 months how easy have you found the following ? Please put a tick in
one circle for each row
Haven’t
tried
Very
Easy
Fairly
easy
Not very
easy
2
17
29
6
Speaking to a Doctor on the phone
21
9
8
2
Speaking to a Nurse on the phone
26
8
8
Obtaining test results by phone
21
14
4
Obtaining a prescription
7
37
6
Getting through on the phone
Seeing a Doctor
3
N
a
Q4. In the past 6 months have you tried to see a Doctor or Nurse Consultant fairly
quickly? By fairly quickly we mean on the same day or in the next two weekdays that the
GP or Health Centre was open.
Yes
48
No
10
Can’t remember
Q5. Think about the last time you tried to see a doctor/Nurse Consultant fairly quickly.
Were you able to see a doctor on the same day or in the next two weekdays that the GP
or Surgery was open.
Yes
47
No
6
Can’t remember
4
Q6. If you weren’t able to be seen during the next 2 weekdays that the Surgery was
open, why was that? Please tick all the circles that apply
There weren’t any appointments
Times offered didn’t suit
7
4
Appointment was with a Dr who I didn’t want to see
3
A nurse consultant was free but I wanted to see a Dr
2
Was offered an appointment at the branch surgery and
could not get there
2
Another reason
2
3
Can’t remember
Q7. In the past 6 months, have you tried to book ahead for an appointment? By
‘booking ahead’ we mean booking an appointment more than two weekdays in advance.
Yes
40
15
No
Can’t remember
4
Q8. Last time you tried, were you able to get an appointment with a Dr/Nurse
Consultant more than 2 weekdays in advance ?
Yes
40
No
15
4
Can’t remember
Arriving for your appointmentPlease state if this was at CANTILUPE OR HAMPTON DENE SURGERY.
If you do not know, please leave blank
Q9. How easy do you find getting into the building at the surgery ?
Cantilupe
Hampton Dene
Very easy
44
50
Fairly easy
3
3
Not very easy
3
1
Not at all easy
Q10. How clean is the GP surgery ?
Cantilupe
Hampton Dene
39
41
14
9
Very clean
Fairly clean
Not very clean
1
Not at all clean
Don’t know
1
Q11. In the Reception Area, can other patients overhear what you say to the
Receptionist?
Cantilupe
Hampton Dene
Yes, but don’t mind
37
37
8
5
5
6
5
4
Yes and am not happy about it
No, other patients can’t overhear
Don’t know
Q12. How helpful do you find the receptionists at the Surgery ?
Cantilupe
Hampton Dene
39
14
41
7
1
1
Very
Fairly
Not very
Not at all
Opening Hours
Q13. How satisfied are you with the opening hours at the surgery ?
Very
Cantilupe
21
HD
13
Fairly
12
Neither satisfied nor dissatisfied
3
Quite dissatisfied
1
Very dissatisfied
1
6
Don’t know opening hours
Q14. As far as I know, the surgery is open … Please put a tick in each row
Yes
Cant
Yes
HD
N0
Cant
No HD
Sometimes
Cant
Sometimes
HD
Don’t
know
Cant
Don’t
know
HD
6
4
26
11
0
2
4
2
24
6
2
10
1
1
4
2
7
2
16
12
1
1
8
4
1
0
25
14
3
3
4
2
Before 8am ?
At lunchtime ?
After 6.30pm ?
On Saturdays ?
Q15. Would you like the surgery open at additional times ?
Cant
HD
20
8
15
10
Yes
No
Seeing a Doctor or Nurse Consultant at the GP Surgery or Health Centre
Q16 The last time you saw a Dr or NURSE CONSULTANT (Sister Stewart or Sister Evans)
at the surgery how good were they at each of the following ? Please put a tick in one
box for each row
Giving you enough time
Very
good
Good
Neither good nor
poor
Poor
36
16
2
2
Very
poor
Asking about your symptoms
38
15
2
1
Listening
39
16
1
Explaining tests and treatments
35
17
2
1
1
Involving you in decisions about
your care
35
12
5
1
1
Treating you with care and
40
14
2
1
Concern
Taking your problems seriously
40
14
2
1
Your Overall Satisfaction
Q17. In general, how satisfied are you with the care you get at the Surgery ?
Very
48
Fairly
Neither satisfied nor dissatisfied
9
1
Quite dissatisfied
Very dissatisfied
Q18. Would you recommend the Surgery to someone who has just moved to your
local area.?
Yes
53
Might
2
Not sure
2
Probably not
1
Definitely not
Don’t know
Some questions about you
The following questions will help us to see how experiences vary between different groups of the population.
We will keep your answers completely confidential
Q19. Are you male or female ?
Male
26
Female
32
Q20. How old are you ?
Under 18
18 – 24
55 - 64
15
65 - 74
15
75 - 84
8
85 and over
1
1
25 – 34
5
35 – 44
3
45 – 54
9
Q21. On this visit to the surgery, how did you travel?
By car
37
By bus
3
By taxi
2
On foot
14
By bicycle
1
Other
Approximately how far, in miles, did you travel to get here today? …………………………….
Q22. What is your ethnic group? (Chose one section from A to E below, then select the
appropriate option to indicate your ethnic group)
A. White
British
53
Irish
Any other white background
2
B. Mixed
White & Black Caribbean
White & Black African
White & Asian
Any other Mixed background
C. Asian or Asia British
Indian
Pakistani
Bangladeshi
Any other Asian background
1
D. Black or Black British
Caribbean
African
Any other Black background
O
O
O
E. Chinese or other ethnic group
Chinese
Any other ethnic group
O
O
OTHER COMMENTS
If there is anything else you would like to tell us about, please do so here
Was there anything particularly good about our service you would
recommend to others?
 No-just average service
 These questionnaires are excellent to find out what patients
think but do you actually change things at the surgery?
 As far as we are concerned, everything is pefect at both
surgeries
 The fact that you can get an appointment the same day,
provided you ring at 8 am on the dot and provided you don’t
mind who you see.The Drs have always been very thorough
with me and one even let me ask about 3 different issues
(small) in one appointment – thank you!
 My wife and I have always received excellent service in all
aspects of the surgery
 Been with the surgery a very long time. Would recommend
good service to others
 Always a very good service
 I would particularly recommend sister Sam Stewaart. She is
excellent in so many ways
 Receptionists Lisa and Jan are always helpful
 Dr Hussein is a brilliant doctor. More like him please
 Generally high standard
 Flu vaccines done in the evening and on Saturdays
 Very good
 Very content, no complaints, all members of staff give a great
service and assist in any way they can. Thanks you
 All round good service
 The walk in clinic is excellent
 Dr Hussein is a breath of fresh air. I always ask for him
 The no appointment emergency surgery at Hampton Dene. I
have found it most useful
 I have been with Cantilupe Surgery all my life and have never
had any problems. Everybody is helpful and friendly, and when
my little boy was ill, they were amazing. Very happy with the
care my family receive.
 Always treated with courtesy by all staff.
 Staff always cheery and ready to help
 Very satisfied with everything
 There used to be but things have changed, not necessarily for
the better,.
Is there anything that could be improved ?
 Private talking area when booking
 Longer opening hours
 More GPs and less being pushed to nurses
 Smile – from receptionists

Thank you for inviting me to complete this survey, I recently
had a visit to the Hampton Dene Branch Surgery and can say
from a personal view point my whole visit was excellent, but I
did notice is that anyone who does not have someone to
personally assist them into gaining entrance into the practise
does struggle who are wheel chair bound or less able bodied.
The inner doors into the waiting area are very heavy, maybe it
would be worth while considering electronic door entry with
just a simple push button entrance switch. On the occasions
when I visit this branch there is usually only one receptionist on
duty and should the phone being ringing or dealing with
another patient, it is not possible to offer immediate assistance
to those who require it.

Also I have answered that I have found it difficult to get through
on the telephone, this is only the case during the early part of
the morning when everyone is trying to get through and book
appointments. Being only able to book the majority of
appointments on the day does seem to cause difficulties first
thing in the morning. I also think it would be useful for
extended opening hours for dr/nurse appointments on more
than one evening a week. My husband is expected to give a
day’s notice for doctors appointments by his employers, which
is difficult if in the majority of time appointments can only be
booked on the day
Does it say anywhere that there is a private room you can speak
to the receptionists in? I don’t think the music does anything to
make it feel more private – anyone can hear what you are
saying if they wish to.
How about arranging to call elderly for an annual health check
The annual flu jab could be better publicised
Sometime – not always- one of the receptionists can appear off
hand. Most of the time I have been well received.
Are nurses available to do blood tests at Hampton Dene now?
I would like Saturday surgeries please
See patients from start to finish, not pillar to post. Less rushed
and listen to your patients
Certain receptionists attitude
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Saturday surgery
Extend the opening hours at Hampton Dene to 4.30
Can I check on line to see who is doing the walk in surgery?
Inform patients of tests results by phone
Trying to get through at 8am is sometimes difficult
Send a reminder test to mobile re next day appt the day before.
Would help wasted/forgotten appointments
Everything seems excellent, consequently I can think of nothing
that could be improved
If there is anything else you would like to tell us about, please do so
here ?
 As I often work abroad, I would bwilling to help test
consultation y kype video
 Please continue what you are doing. The service. you provide is
excellent thank you

A while back I had severe pain in my left knee. I saw my Doctor
on 3 occasions about it over a period of around 6 months, with
my knee getting worse each time that I developed a limp. On
each occasion I was advised nothing could be done as it was
due to wear & tear. A friend of mine suggested taking
Glucosmine and Chondroitin tablets adding that I would need
to take them for around 3 months for their effect to kick in. So I
was amazed to discover significant improvement in just 3 days!
For me it was like a miracle remedy. Since then I’m afraid my
opinion of my Doctor to treat me seriously upon similar
complaint does not inspire confidence, when something so
simple and cheap has been nothing short of miraculous, and yet
the Doctor did not even suggest such a thing.
Thank you for completing our survey. We are always looking for ways to
improve our service to you and value your thoughts and comments.