APPLE TREE MEDICAL PRACTICE BURTON JOYCE 2013 Patient Questionnaire Analysis Surveys Issued 150 Surveys Returned 122 = 81 %

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1 APPLE TREE MEDICAL PRACTICE BURTON JOYCE 2013 Patient Questionnaire Analysis Surveys Issued 150 Surveys Returned 122 = 81 % Access to a Doctor or Nurse for a ROUTINE appointment No Opening 6% 5% 19% 51% 19% hours App/mt 19% 24% 31% 20% 6% Convenien ce Doctor choice Check in Interest in online appt booking 5% 12% 16% 48% 19% 15% 10% 16% 37% 22% 3% 5% 21% 48% 23% YES 58% NO 42% OTHER Practice Appointments & Contacts No Speak Doctor/ Nurse See GP urgently same day? Do you know how to contact the GP ooh Aware pharm first Have you used pharm first 6% 7% 20% 20% 31% 16% YES 94% NO 6% YES 79% NO 21% YES 81% NO 19% YES 40% NO 60% Obtaining a Repeat Prescription

2 No Ready on Correctly issued Handling queries Order online Interested in dispensing 5% 1% 6% 33% 55% 4% 1% 3% 26% 66% 4% 1% 10% 26% 59% YES 59% NO 41% YES 12% NO 88% About the Staff No Info provided by Recp. staff Help of Recp. staff 3% 3% 13% 43% 38% 5% 2% 8% 38% 47% Overall Practice satisfaction Do you use the practice website 4% 4% 10% 42% 40% YES 12% NO 88% Any further comments? Individual Analysis I have always received an excellent service I have major issues accessing NHS services, as an adult who has a full job which takes me out of the area. To get a standard appointment I have to take a day off work. Further the surgery s inability to accept samples in the afternoon is ridiculous. Water machine in waiting room or foyer. Encourage people to drink more water which is being promoted/encouraged by this medical practice cheers! I have rated very good the service given by individual staff. The not so good is the system which is much harder to get right all the. Main concern is waiting so long for routine appointments. On the whole, I feel that we are very well looked after.

3 Appts ( quick access ) need to be easier to make. It took me several weeks to get an appt thanks to lines getting jammed at Maybe reserve early morning appts for working people. We do need a direct bus service from Lambley to Burton Joyce, as it is difficult for older people without a car to get here. One lady (OAP 87 years) said it cost her to get to the surgery for her appointment. Very happy with the service. Would like an service as it is difficult to get through by phone. Excellent care and service from the doctors however some reception staff can be unfriendly at s and getting an appointment (routine) can be difficult and consuming. Not had to utilize repeat prescriptions so can t comment. The practice has always been great when my family or I have needed to access it for routine or urgents. Good care and friendly staff. Its slightly off putting when reception staff ask you what the problem is when booking an emergency appointment. Apart from that a fantastic surgery with lovely people. Very difficult to get an appointment having to wait two weeks. Had to ring at 9 and again at 2 to get an appointment. Brilliant doctors always friendly always ready to help Practice generally good but waiting is poor. At s 1 hour to wait which is not good enough. We think that generally speaking we have been very fortunate to find this practice. Thank you. Getting through on the phone is a problem. Not being able to make an appointment other than routine with the GP of my choice previously appointments could be made a week ahead. Super surgery excellent care. Like to be able to make a routine appointment a week ahead instead of being told to phone on Monday of that week. Some ailments need to be discussed with the doctor that does not warrant an urgent appointment. We are new patients and are using the practice for the first today, although we have had repeat prescriptions a couple of s. I think the audio system of calling patients when the doctor/nurse is ready is very poor ( particularly for anyone with hearing difficulties ) A combined audio/visual system would be far better and reduce stress levels for all some patients. Very difficult to get through on phone often engaged for long periods of. When busy, receptionist busy on phone and patient waiting increased would be better to have staff separate to reception taking phone calls. Somes a long wait to see doctor of choice. Overall very satisfied with service. Making appointments can be tricky cant always ring on day for same or day after due to work commitments. Had to wait long for a non urgent appointment and then with new doctor. Long wait to see doctor, but quality service when you are seen. Always feel listened too. No privacy in reception due to layout. Also on a number of occasions I have struggled to get an appointment only to hear reception staff giving out over the phone or in person to friends or people they know. Please also bear in mind that while Burton Joyce has an older population there are younger

4 people here who deserve civility and respect. The doctors are excellent though and actual consulting is first rate. This is an excellent service The doctors are fantastic. My issue is that it is virtually impossible to get an appointment unless its an emergency. When you work of have children at school it is very difficult to phone at 8.30 and you can never get through all the appointments have gone. I have had to wait over 3 weeks to see a doctor for a non emergency appointment. I don t think this is acceptable The difficulty remains with the one phone line into the surgery. The doctors have always phoned out to patients at lunch when necessary. Somes there is a wait to see the doctor but they are caring and listen, this somes takes extra. Very happy with the practice. Very good service Most of the the phone is engaged especially in the mornings, its hard to get through so maybe having two people answering the phone during core s would be good. Also it takes a lot of to see own choice doctor. I have had a great deal of difficulty getting through on the phone when its constantly busy. Is it not possible to have a call waiting service or to give access online to make appointments. The practice seems geared towards the older population of the village. Appointments for people working full, parents and children are not convenient. There are too many posters displayed in the waiting room and entrance ( in excess of 100 ). It looks a mess Lunch openings and late evening appointments would be useful for people that work long hours. As the doctors are not generally running on it is difficult to make appointments during the working day. Used to have ring back facility but this seems to have been unfortunately discontinued. Waiting room is quite small could it be extended? Small waiting room means a lack of privacy when speaking to reception staff and also close confinement to sick people. I think we are extremely lucky to have a team of dedicated doctors and such a well run practice. The only improvements I would suggest is for people who are working to be able to access a surgery between 6 and 7 at least one night a week or a Saturday surgery for emergencies only. Change of doctors too frequent just get used to one and then they leave. Booking appointment systems seems to change. Not the easiest for review appointments. Opening s should be left on the answerphone. Always running more than 30 minutes late Trying to get through on the phone is always a problem. Have to phone up to ten s I recently needed to see the GP urgently. I was seen very quickly and the GP continued to monitor my health very closely. The service I received was excellent and very reassuring. Thank you Male or Female Male Female

5 48% 52% Years attending Practice? Years UNDE R % 11% 1% 1% 6% 3% 5% 60% Information compiled by Deborah Rattray Date 04/02/2013