Patient satisfaction survey

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1 Please answer the questions by ticking the box next to your answer. Section A: The triage system 1. Are you aware of the triage system? (If no, please move onto Section B) Yes No 2. What do you feel is the purpose of the triage system? To triage patients in to the right clinician within the right time frame To prevent patients from seeing their GP 3. Have you used the triage system before? (If not, please move onto Section B) Yes No 4. If you have used the triage system before, were you called back within a reasonable time? Yes No Don t know 5. Were you given: An appointment with a GP An appointment with a nurse An appointment with a nurse practitioner Advice 6. If an appointment was made, do you feel it was the appropriate appointment? Yes No 7. If you were given advice, was the advice given helpful? Yes No 8. After advice from the triage nurse, did you have cause to attend the practice for the same condition? Yes No Section B: Your experience 1. How helpful and tactful do you find the receptionists at the surgery? Very helpful Fairly helpful Not very helpful Not at all helpful Don t know 2. Last time you saw or spoke to your GP, how good was that GP in the following areas? (If you haven t seen a GP recently, please go to question 4) Giving you enough time

2 Very good Good Neither good nor bad Poor Listening to you Very good Good Neither good nor bad Poor Explaining tests and treatments Very good Good Neither good nor bad Poor Involving you in decisions about your care Very good Good Neither good nor bad Poor Treating you with respect, care and concern Very good Good Neither good nor bad Poor 3. Did you have trust and confidence in the GP you saw? Yes, completely Yes, to some extent No, not at all Don t know 4. Last time you saw or spoke to a nurse or nurse practitioner, how good were they in the following areas? Giving you enough time Very good Good Neither good nor bad Poor Listening to you Very good Good Neither good nor bad Poor Explaining tests and treatments Very good Good Neither good nor bad Poor Involving you in decisions about your care Very good Good

3 Neither good nor bad Poor Treating you with respect, care and concern Very good Good Neither good nor bad Poor 5. Did you have trust and confidence in the nurse you saw? Yes, completely Yes, to some extent No, not at all Don t know 6. How long after your allocated appointment time do you usually have to wait? Less than 5 minutes 5-15 minutes More than 15 minutes Can t remember Section C: Accessibility 1. Generally, how easy is it to get through to the surgery by phone? Very easy Fairly easy Fairly difficult Very difficult Haven t tried 2. If you use our online facility to order prescriptions, how well do you find this service works? Very well Fairly well Satisfactory Not particularly well Not very well at all Never used it 3. If you needed to see your GP urgently, were you given an appointment within 48 hours? Yes No Section D: Facilities and amenities 1. How would you describe the cleanliness of the waiting area? Very clean Fairly clean Neither clean nor dirty Fairly dirty Very dirty 2. How would you rate the availability of information provided in the waiting room? Very good Fairly good

4 Neither good nor bad Fairly bad Very bad 3. How well do the surgery s opening hours suit your needs? Very well Fairly well Neither particularly well nor badly Fairly badly Very badly 4. How well would you rate the surgery s 48 hour prescription service? (Bearing in mind prescription requests are checked by 10:30am, any requests received after this are checked the next morning) Very good Fairly good Neither good nor bad Fairly bad Very bad 5. How would you rate the surgery s facilities and environment (i.e. toilets, seating, lighting, self check-in screen, etc.) Very good Fairly good Neither good nor bad Fairly bad Very bad 6. Please tick the services that you are aware of. Practice website Online prescription ordering Practice newsletter None of the above Section E: About you (this section is optional) 1. Are you male or female? Male Female 2. What age category do you fall into? Under What is your ethnic group? White White British White Irish Other white background Indian Chinese Afro-Caribbean Other (please state below)

5 Thank you for your time. Patient satisfaction survey

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