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Patient Survey 2012 / 2013 Results

The results so far are shown below.

Total responses: 47

1When did you last see a doctor or nurse?
     Less than 3 months ago36
 76%
     3-6 months ago7
 14%
     More than 6 months ago4
 8%
     I have never seen a doctor or nurse 00%
2How do you normally book your appointment?
     In person6
 13%
     On the phone 39
 86%
3Which method would you prefer to use?
     In person3
 6%
     On the phone15
 31%
     Online booking through secure access site 29
 61%
4Have you had any problems getting through on the phone?
     Yes, always21
 44%
     Yes, occasionally21
 44%
     No 5
 10%
5Thinking about a routine appointment with a doctor...
Have you had an appointment in the last 6 months?
     Yes39
 82%
     No (skip to Qu11) 8
 17%
6Were you hoping to see a particular doctor?
     Yes29
 72%
     No 11
 27%
7Were you able to get an appointment?
     Yes37
 94%
     Yes but not with my preferred doctor2
 5%
     No 00%
8Was the time of the appointment suitable?
     Yes35
 92%
     No 3
 7%
9If the time of your appointment was not suitable, why was this?
     Work commitments2
 40%
     Carer commitments00%
     Lack of transport00%
     Did not want to go out in the dark00%
     Other 3
 60%
10If you answered 'other' please elaborate
 [text response - use View Comments]
11Do you prefer to see a...
     Male GP23
 67%
     Female GP 11
 32%
12You can currently book appointments from 8.30am to 6.30pm, depending upon the day and availability, are you satisfied with these times?
     Yes44
 93%
     No 3
 6%
13Providing surgeries outside these times may mean a reduced service during the day, which is more important to you?
     Continuing to provide appointments between 8.30am - 6.30pm40
 86%
     Providing appointments outside of these times 6
 13%
14Do you think there are any factors which might discourage you from seeking medical care?
     Lack of familiarity with how the surgery operates (for example how to book an appointment, information to give the receptionists)3
 6%
     Difficulty getting through on the phone23
 48%
     Lack of option to speak to a health professional on the phone4
 8%
     Difficulties with communication (language barrier, hearing)00%
     Insufficient information on how to access self help1
 2%
     Mobility or transport issues4
 8%
     Other 7
 14%
14 a)If you selected 'other' please elaborate
 [text response - use View Comments]
15Booking Your Appointment
Do you prefer to book...
     On the day for routine aliments and ongoing conditions14
 29%
     Plan ahead and book for an advance date 33
 70%
16How far in advance would you like to be able to book a routine appointment?
 [text response - use View Comments]
17How far in advance do you think routine appointments can be booked?
     Not at all4
 8%
     1 week9
 20%
     2 weeks11
 24%
     3 weeks8
 17%
     4 weeks10
 22%
     5 weeks00%
     6 weeks00%
     7 weeks00%
     8 weeks 3
 6%
18How long do you feel it is acceptable to wait for an appointment when you require a routine appointment?
     Not at all00%
     1 day6
 13%
     2 days5
 10%
     1 week21
 45%
     2 weeks12
 26%
     Other 2
 4%
18 a)If you selected 'other' please elaborate
 [text response - use View Comments]
19Appointment times, please select the best time of day for you to attend an appointment?
     9am-10am10
 21%
     10am-11am7
 14%
     11am-midday8
 17%
     12pm-1pm2
 4%
     1pm-2pm1
 2%
     2pm-3pm1
 2%
     3pm-4pm2
 4%
     4pm-5pm1
 2%
     5pm-6pm7
 14%
     anytime 18
 38%
20Thinking about when you call the surgery
Would you be happy to share the reason for your call with reception in order for them to book the most appropriate appointment for you?
     Always15
 32%
     Sometimes28
 60%
     Never 3
 6%
21If your call was triaged by a clinician, specialist nurse or doctor, would you be happy to discuss your needs over the phone?
     Always18
 40%
     Sometimes27
 60%
     Never 00%
22Were you aware that if your request is urgent and you relay this to the receptionist, you will be given an appointment in the current session or next available session?
     Yes33
 70%
     No 14
 29%
23At your most recent visit to the surgery...
How long after your appointment time did you have to wait?
     I didn't wait10
 21%
     Less than 10 minutes18
 39%
     10-20 minutes12
 26%
     20-30 minutes5
 10%
     More than 30 minutes 1
 2%
24Was your appointment with...
     A nurse7
 15%
     A doctor38
 82%
     A phlebotomist1
 2%
     Other healthcare professional 00%
25How did you feel about the wait?
     Happy18
 40%
     Neither happy nor unhappy16
 36%
     Unhappy4
 9%
     N/A 6
 13%
26How long do you think a GP consultation appointment is?
     5 minutes5
 11%
     7 minutes00%
     10 minutes39
 86%
     12 minutes1
 2%
     As long as you need 00%
27Which of the following do you think would be the best way to reduce waiting times?
     Let the receptionists know you require a double appointment22
 46%
     Request a double appointment yourself10
 21%
     Be prepared to come back if your appointment is overunning4
 8%
     Other 11
 23%
27 a)If you selected 'other' please elaborate
 [text response - use View Comments]
28Other Services Available on the NHS - Use It Right
Which of these services were you aware are available for FREE or on the NHS
     Physiotherapy37
 78%
     Hospital transport (for those in the eligible groups)31
 65%
     Interpreting services22
 46%
     Podiatry13
 27%
     Citizen advice17
 36%
     Counselling28
 59%
     Carers support18
 38%
     NHS Direct39
 82%
     111 24
 51%
29Have you ever used any of the following services for advice or treatment?
     HUC (Herts Urgent Care) Out of Hours service13
 27%
     Local pharmacist23
 48%
     NHS Direct20
 42%
     Herts Urgent Care Centres4
 8%
     Hertfordshire Walk In Centres5
 10%
     Minor Injuries23
 48%
     A&E25
 53%
     111 00%
30Help us know a little bit about you
Are you
     Male23
 48%
     Female 24
 51%
31Age Group
     Under 1600%
     17-2400%
     25-3400%
     35-445
 10%
     45-545
 10%
     55-6413
 27%
     65-7416
 34%
     75-848
 17%
     85-8900%
     Over 90 00%
32How would you describe how often you come to the surgery?
     Regularly15
 33%
     Occasionally24
 53%
     Very rarely 6
 13%
33If you would like a follow up on any of your comments please provide your name and contact details below
33 a)Name
 [text response - see individual responses]
33 b)Contact Number
 [text response - see individual responses]

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