Patient Questionnaire Overview 750 questionnaires distributed 300 responses

Patient Questionnaire

Overview • • 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender – Females 180 – Males 120

Questionnaire Ethnic Profile Language Profile • 275 – English Speaking • 12 – Punjabi • 3 – Urdu • 10 – no response

• Patients with a disability – 90 • No disability – 200 • Non responders – 10 • Patients who are carers – 40 • Not carers – 236 • Non responders – 24

• Last time you saw a doctor at the surgery, on reflection did you get the treatment and care that mattered to you? – Yes - 255 – No - 28 – Non responders - 17

• Last time you saw a nurse at the surgery, on reflection did you get the treatment and care that mattered to you? – Yes – 257 – No – 13 – Non responders - 30

• Did you know we do a quarterly newsletter online at the surgery? – Yes – 55 – No – 235 – Non responders – 10 • Is it of interest? – Yes – 114 – No – 77 – Not seen – 85 – Non responders - 24

Comments • Out of 300 Questionnaires received 120 comments were made – Telephone comments – 36 – Appointment comments – 50 – Other comments – 34 • Positive comments – 20 • Negative comments – 14

Telephone Comments • • “Cannot get through at 8 am” “Staff not answering phones” “Automated answering service problems” “Having to come to surgery at 8 am to book an appointment, due to phone issues” • “Work commitments do not allow to call at 8 am”

Appointment Comments • “Unable to book in advance” • “Patients being advised to go to the walkin centre” • “Can only see Indian speaking doctors” • “Too many trainee doctors” • “Late night opening required” • “Could not see doctor of choice and paid to go private”

• “When booked in with junior doctor, surgery overruns because of them having to speak constantly to a more experienced doctor” • “Afternoon Diabetic Clinic required for the employed” • “People out of work or retired are given priority when booking appointments” • “No availability to see a doctor, but when attending for an appointment the surgery is empty”

• Negative Comments – “Rooms need soundproofing” – “Patients not informed when surgery times are overrunning” – “Elderly people not able to use booking in machine” – “Some receptionists are rude and abrupt” – “Receptionist need training on how to treat people who are ill” – “Not enough parking for disabled patients” – “Not enough seats upstairs, when attending for blood tests or chiropodist”

Other Comments • Positive Comments – “Well done to Warley Medical Centre” – “Very polite staff” – “Impressed with knowledge of junior doctors” – “Better than my old surgery” – “Certain doctors are excellent” – “Doctors caring and helpful” – “Prescriptions ordered by e-mail, very good”

• A big thank you to all the members of staff who have worked very hard to type out and collate this survey. • Thank you to all those who took part in the survey and gave valuable feedback. To the members of the PPG and reference group for their input in distribution. • This information has been collated and a strategy for problem solving has been sent to our patient reference group for their comment and approval prior to implementation. • More details will be available by newsletter – available online or at the surgery