Owner of Pharmacy Address of Pharmacy Date Patient

Owner of Pharmacy: Address of Pharmacy: Date Patient survey completed: Britcrown Pharmacy 31 Upminster Road, Hornchurch, Essex RM 11 3 UX 2016 - 2017 Top areas of performance Question %ofrespondents satisfiedwithservice Thecomfortandconvenienceofthewaitingareas(e. g. seatingorstandingroom) 89. 4 Offeringaclearandwellorganisedlayout 87. 4 Howlongyouhadtowaittobeserved 86. 8 Beingpoliteandtakingthetimetolistentowhatyouwant 86. 8 Theserviceyoureceivedfromthepharmacist 86. 7 Areas in greatest need for improvement Question %ofrespondents dissatisfiedwith service Beinggivenadviceaboutstoppingsmoking, healthyeating, physicalexercise 73. 7 Thecleanlinessofthepharmacy 5. 9 Havinginstockthemedicines/appliancesyouneed 3. 9 Havingsomewhereavailablewhereyoucouldspeakwithoutbeing overheard, ifyouwantedto 3. 8 Providinganefficientservice 4 Actiontakenorplanned(includingtimescale) We now have a trained member of staff who is our healthy living champion. All staff are actively promoting healthy living lifestyles, based on our campaigns and that of the local authority.

Our response to customers’ additional comments Areaswithincontrolofpharmacy Areasoutsidecontrolofpharmacy Parking Sometimesnotholdingenoughstock. Waitingtimes, andmedicinesnotinstock. Response: Wehavenowintroducedaneworderingsystemonthecomputerto improveourstocklevels. Sundayopeningwouldbegood. Response: Atthecurrenttime, wedonothavethecapabilitytoopenon. Sundays. Moreproductsonsaleinpharmacy. Response: Theproductswesellarelimitedtothespacewehaveavailableinthe salesarea, however, wearehappytolookintoobtainingproductsuponrequest. Agerangeofrespondents 16 -19 20 -24 25 -34 35 -44 45 -54 55 -64 65+ 0. 7% 5. 3% 14. 6% 17. 2% 12. 6% 15. 9% 26. 5% Profileofrespondents Thisisthepharmacythattherespondentchoosesto visitifpossible Thisisoneofseveralpharmaciesthatthe respondentuses 60. 9% Thispharmacywasjustconvenientonthedayfor therespondent 23. 2% 8. 6% Howourcustomersratedthispharmacyoverall, takingintoaccountthestaff, theshopandtheserviceprovided Percentageofcustomersratingusgood, verygoodorexcellent 90. 1%