A.
B.
and
Please tick one answer
Attendance
Q1. Before today when did you last come to the GP Surgery?
Danebridge Kingsmead Sandiway
In the past 3 months
Between 3 and 6 months ago
132
45
61%
21%
31
7
62
14
%
%
36
7
72
14
%
%
20 % 6
4 % 1
12 %
2 %
More than 6 months ago
This is my first visit
33
5
15% 10
3% 2
Q2. Which surgery do you usually attend? Choose one only
Danebridge
Kingsmead
Sandiway
181
21
12
85% 17
10% 31
5% 2
34
62
4
%
%
%
12
2
36
24
4
72
%
%
%
PLEASE ANSWER ALL THE FOLLOWING QUESTIONS ABOUT THE SURGERY
YOU HAVE INDICATED YOU USUALLY ATTEND
Communication
Q3. Are you aware the practice has a website?
Yes
Danebridge Kingsmead
156 73% 36
Sandiway
72 % 33 66 %
59 27% 14 28 % 17 34 % No
If yes, - how often do you use it?
Weekly
Monthly
1
28
123 Less frequently
Do you find it useful?
1% 4
21% 4
88% 32
10 %
10 % 6
80 % 29
17 %
83 %
Yes
No
N/A
76
14
60
50% 24
10% 2
40% 16
57 % 19
5 % 4
38 % 11
56 %
12 %
32 %

C
Q4 Do you read the Newsletter?
Yes
No
Danebridge Kingsmead
53
124
25% 24
59% 19
Sometimes 34 16% 7 14 % 14
Q5 Did you know the practice has a Patient Participation Group (PPG)?
Yes 71 33% 30
67% 20
48 %
Sandiway
15
38 % 21
30
42
28
%
%
%
No 141
Would you be interested in joining the PPG?
60 % 30
40 % 20
60 %
40 %
Yes
No
15
183
8%
92%
4
46
8 % 6
92 % 36
14
86
%
%
If ‘Yes’ please ask at reception for an application pack
Q6 Do you have any suggestions on how to improve communication between the practice
and its patient population?
General
E mail (6)
Develop a downloadable App for mobile phone users
Online booking of appointments (2)
Repeat prescriptions by text
Website should be advertised better (2)
Regular e mail to advise on different procedures e.g. appointment system(2)
Normally very good
Text alerts to remind patients
More telephone lines in morning
Posters to transfer information
Frequent questionnaires on practice and it’s efficiency
Text messaging
Answer machine 24 hours
Open evenings explaining clinics available
Excellent newsletter
More communication and improvements
Circulate newsletter
Arriving at the Surgery
Q7 How do you normally get to the surgery?
Car – drive myself
Danebridge Kingsmead
133 65% 32
Sandiway
64 % 34 68 %
Car- brought by relative/friend 30
Walk
Bus
Other (please state)
32
7
2
15% 5
16% 12
3%
1%
1
10 %
2 %
3
24 % 13
6 %
26 %
Q8 If arriving by car do you normally have trouble parking?
Yes
No
Sometimes
74
51
59
40%
28%
32%
13
20
9
31
48
21
%
%
%
12
16
12
24
32
24
%
%
%

Q9 Do you use the touch screen to check-in?
Yes 131
No – if no, why not Danebridge
Not applicable.
No reason.
Usually out of order – (6)
Didn’t notice – (2)
Prefer face-to-face (5)
Didn’t know you had one (3)
Too stupid
Don’t understand it
Do you find the touch screen easy to use?
Yes 155
68% 33
Kingsmead
Not aware of it
Like to do in person (2)
Do not like them/too impersonal (2)
Never too busy at reception
87% 40
No 23 13% 5
Q 10 How do you rate the design of the reception desk?
Excellent
Good
27
98
13% 15
47% 25
72 %
89
11
30
50
%
%
%
%
3
20
Average
Poor
73
8
35%
4%
10 20 % 17
10
Very poor 1 1%
Q11 In the Reception Area, do you feel other patients overhear what you say to the
Receptionist?
Yes, but don’t mind 131 63% 31 62 % 34
Yes and am not happy about it 40
No, other patients can’t overhear 16
Don’t know 22
19% 9
8% 8
10% 2
18 % 11
16 % 2
4 % 3
6 %
40
34
20
%
%
%
68 %
22 %
4 %
6 %
Q12 How helpful do you find the receptionists at the Surgery ?
Danebridge Kingsmead
Very
Fairly
Not very
Not at all
123
80
5
59 %
38%
3%
35
14
72
28
%
%
Q13 how do you rate the seating facilities?
Excellent 31
Good
Average
Poor
104
63
12
15%
50%
305
5%
Very poor
Any comments on seating?
Sandiway – needs more comfort. Area too cramped
18
26
5
38 %
8 %
1
56 % 22
20
5
31
Sandiway
62 %
18
1
36 %
2 %
2 %
48 %
40 %
10 %

Q14 in the waiting area do you normally:
Yes
No
Sometimes
Read the general notices?
94 53% 24
21
63
12%
35%
3
45
Yes
No
Sometimes
Yes
No
Sometimes
Read the PPG notice board?
31
86
38
20%
55%
25%
11
20
12
53 %
7 %
22
4
40 % 17
26 % 34
47 % 15
27 % 12
Collect/read the practice newsletter?
36 22% 22 48 % 12
82
43
51%
27%
13
46
28 % 10
24 % 15
Yes
No
Sometimes
Yes
No
Sometimes
Do you read the advice leaflets?
41 25% 15 35 % 11
57
64
35%
40%
7
21
Watch the TV?
16 % 10
49 % 18
66
49
39%
29%
24
6
53 %
14 %
55 32% 15
Would you prefer to have no TVs?
33 %
Yes
No
Sometimes
Yes
No
Sometimes
33
102
7
23%
25%
5%
4
35
1
10 %
87.5
2.5
%
%
Do you find the information available useful?
78
19
66
48%
12%
40%
27
1
18
59
2
39
%
%
%
Q15 What is your overall impression of the waiting area at the surgery?
Very good
Good Neither good nor poor
Poor
Cleanliness
Danebridge 31 % 50% 16% 2%
Kingsmead
Sandiway
Facilities /toilets
Danebridge
Kingsmead
Sandiway
25
23
54
21
%
%
%
%
35
55
51
49
%
%
%
%
14
27
9
23
%
%
41 % 48 % 7 %
%
%
3
1
2
%
%
%
20
5
14
7
Very poor
1%
%
Ease of access
Danebridge
Kingsmead
Sandiway
27
53
18
%
%
%
61
47
51
%
%
%
8 %
23 %
1.5
3 %
% 1 %
51 %
9 %
40 %
21 %
44 %
35 %
32 %
27 %
41 %
28 %
26 %
46 %
51 %
13 %
36 %
Doesn’t apply
1.5
5 %
%

C.
Facilities for disabled
Danebridge
Kingsmead
Sandiway
35
65
%
%
21
36
Any further comments?
Danebridge
Toilet doors stiff to get wheelchairs through (2)
Heavy doors if in wheelchair
Carpets filthy (3)
Nice and airy and light
Toys/DVDs for children (3)
Carpets need replacing (4)
Reception tired and dated (3)
Magazines would be nice
Struggle with entrance due to desk set-up
Sandiway –
Basic – very old fashioned
Shabby (2)
Seating very uncomfortable
Kingsmead
Like sitting at the pictures
Some questions about you
Q16. Are you male or female?
Danebridge
Male
Female
16 % 33 % 12 %
36
6 %
% %
%
68 %
21
24
%
%
Kingsmead
32 %
Q17. How old are you?
Under 18
18 – 24
25 – 34
35 – 44
45 – 54
3
7
%
%
12 %
17 %
16 %
2 %
24 %
26 %
24 %
2 %
7 %
6 %
6 %
10 %
16 %
55 - 64
65 - 74
75 - 84
85 and over
20
13
8
4
%
%
%
%
10
8
4
2
%
%
%
%
26
14
20
2 %
%
%
%
If there is anything else you would like to tell us please do so here
Comments and suggestions
Appointments

Online booking of appointments (2)

Making an appointment is difficult by phone, often it is engaged

Email bookings?

Appointment system still problematic

Complicated system of getting appointment

Too many questions when making appointment. Intrusive (11)

2 weeks in advance too long ahead as appointments get booked

Happier to book appointment on day phoned and to see same doctor

Can be difficult to get appointment if you have to ring on day at 8.30am

New appointment system and later opening hours helpful

Would like evening/weekend appointments

Book appointment more than 2 weeks in advance
 Don’t think ‘sit & waits’ meet patients needs – may have to wait several hours
Sandiway
30 %
70 %
37 %
43 %
27 %

Telephones

More telephone lines

Receptionist take too long to answer phones

State telephone messages from Danebridge
Seeing doctor

Seeing GP at appointed time and not having to wait. (2)

Need doctor continuity (6)

Like to see a doctor when I need to – not be put on advice line
Doctors and Staff

Like to make friend of doctor

Need more staff (2)

Would like receptionists to smile more

Receptionists helpful and polite (2)

All staff do a good job considering the restraints under which they work

Certain secretaries need re-training in respect of communication – abrupt and inefficient

Staff and doctors wonderful

Nurse triage works well

Triage nurse rude

Always received kind and helpful attention

When doctors leave please say who replacement is

Danebridge treats people fairly
Reception

If patients waited to be called to reception window there would be no problem with being overheard
 Queue for BP machine makes it awkward to get to waiting area ‘A’

Buzzer when appointment displayed
General

Training on first aid and minor ailments.

Repeat prescriptions by text

Excellent surgery

Practice website gives patients all the info they require; particularly like the online prescription option.

As carer or mother who has gone into nursing home would like more information/contact/discussion with visiting doctors

Thinking of changing surgery

Keep Gel containers topped up

Not enough parking for disabled
 Can’t always park the car at busy times

Make check-up calls to elderly – they rarely have internet access

Good effort
Kingsmead

More appointments at Kingsmead

More doctors in an afternoon

Staff helpful and good

Sometimes have to go to Danebridge to see same doctor

Service excellent at Kingsmead

Very valuable to have this facility on doorstep
Sandiway

Too much information everywhere. Needs to be obvious what is new. Needs thought to improve (2)

Please do not reduce surgery hours any further

Staff most helpful and efficient


Where is PPG notice board
Car parking difficult

Phones at Sandiway usually busy

Need more facilities at Sandiway – especially for elderly

Surgery shabby