GP Exit Survey 2014-15
How did you make your appointment for today?
Answered: 78 Skipped: 4
Answer Choices Responses
By phone 						74.36%
In person 						20.51%
Online						3.85%
Text						0%
Other, do not know or someone else made appointment 	1.28%

How urgent was your appointment for today?
Answered: 77 Skipped: 5
Answer Choices Responses
Urgent	53.25
Routine	46.75

How long did you have to wait for todays appointment?
Answered: 68 Skipped: 14
Answer Choices Responses
Today, same day appointment				48.53%
Within 1-2 working days				10.29%
Witin 3-5 working days				  8.82%
More than 5 working days				30.88%
Other, do not know or someone else made appointment.	  1.47%

If you could not get an appointment within 5 working days, why was that?
Answered: 30 Skipped: 52
Answer Choices Responses
There were no appointments with the GP I wanted to see	33.33%
The times offered did not suit me			6.67%
There were no appointments with any GP			36.67%
I could have seen a nurse but I wanted to see a doctor	3.33%
Other, do not know or someone else made appointment	20.00

If you were able to change ONE thing that would improve your appointment for today, what would it be?
Answered: 29 Skipped: 53
# Responses Date
1 i dont know 
2 ability to make appointments on line- currently limited to 30 days 
3 i would have liked the choice of GP 
4 bit more time to get here 
5 appointment could be a little earlier i.e 8.45am 
6 Difficult to say.
7 Not offered a later time slot. we live in portavogie takes 10 mins or more to get to the surgery, reception opens
at 8.30am doesnt give us adequate time for my husband who has arthritis and cancer to get to the
appointment. more slots required at later times throughout the day would be great.
8 difficult to see Dr of choice. sometimes have to wait 5 weeks 
9 think i could get to see a Dr when i need one. whatever time of the day i ring or day directly after 
10 waiting time though as it was an urgent appointment dont mind 
11 Getting an appointment to suit after my working hours 
12 A timed appointment 
13 to be seen sooner 
14 Quicker than 3 weeks for a 'routine' appointment- issue could only be dealt with by GP so could not see
nurse/pharmacy. Had tried to speak to GP via telephone but unable to catch the GP despite 2 requests to call
back. GP did try to call back & left message- decided only way be able to talk through routine appointment.
15 nothing 
16 n/a- I cant fault the system 
17 possibly have a phone service to speak with a doctor to avoid a build up of urgent appointments 
18 i am well satisfied with any appointment i make . very well pleased 
19 nothing 
20 for it to earlier ie i start work at 9.30 so earlier is always better for me
21 A time slot rather than just coming in and having to wait 
22 Getting it quicker than 4 week wait 
23 An appointment sooner it took over two weeks for appointment with Doctor 
24 If it wasnt raining 
25 Being seen sooner, (within a week) 
26 to be seen on time 
27 nothing Very pleased as always with Care given 
28 n/a 
29 Nothing 

How easy do you find getting through to the practice on the telephone
Answered: 77 Skipped: 5
Answer Choices Responses
Very easy		35.06%
Fairly easy	51.95%
Not very easy	9.09%
Not easy at all	2.60%

If you could change ONE thing that would improve the telephone contact, what would it be?
Answered: 21 Skipped: 61
# Responses Date
1 nothing 
2 pleasant receptionists would be a start too abrupt at times 
3 stagger lunch times 
4 The facilities above would have been very useful to me on this particular appt. I probably could have been
dealt with without being seen by a Dr.
5 quicker - easier to get through accurancy - often repeat details or prescription in wrong place i.e. not delivered
to chemist when requested
6 not having to disclose personal information with receptionist 
7 more people to answer calls at 
8 a queue system for the telephone 
9 N/A- staff are very courteous, obliging and willing to help 
10 NB telephone contact would be really helpful 
11 nothing to change 
12 attitude and friendliness of reception staff on phone 
13 nothing today , staff are very pleasant 
14 Training in customer care for some of the receptionists!! 
15 there is a need for telephone consultations 
16 ,more information about these options 
17 Be able to get through in the mornings in an appointment is needed 
18 Most receptionist are very helpful particularly the newest member
19 Answer the phone 
20 i generally find the telephone contact good and efficient, would not change process 
21 Nothing 

Are you aware that many minor ailments can be managed without needingto see a GP?
Answered: 78 Skipped: 4
Answer Choices Responses
Yes	94.87%
No	5.13%

If you could change ONE thing that would improve the management of minor conditions, what would it be?
Answered: 24 Skipped: 58
# Responses Date
1 minor injuries should be open later to cater for working people 
2 to be able to buy more things from the chemist rather than having to take up valuable doctors time 
3 depending on how i feel i know where i should go 
4 easier to get appointments 
5 phone calls to the G.P as alternative to appointments for minor aliments 
6 not sure
7 people get sick at the weekends and evenings . a doctors surgery one night per week and weekends would
go a long way to help
8 minor conditions: when you are feeling ill you need instant advice , confirmation of how you are going to feel
better and when you will feel better. you need reassurance. Telephone call from dr if pharmacist cant help
9 more people used the pharmacist 
10 that you can phone the Dr's surgery and speak to a nurse or dr more easily 
11 Enhanced services at community pharmacy 
12 Telephone helpline in England- Is it available here? 
13 More knowledge of alternative sources of assistance 
14 In pharmacies its often busy and not private and theres usually a feeling you're bothering them- that could
improve.
15 more online/telephone capabilities 
16 Telephone consulations 
17 nothing to change 
18 time wasters 
19 more information available so i am aware what is considered a minor ailment 
20 Again information if there was some where someone available to phoen and see ref minor conditions and this
information was broadcase to the patients
21 more nurse practioners 
22 surgery open at weekends 
23 waiting times, esp in A&E but i know they have high pressures!! 
24 Nothing 

Are you aware that the practice operates a Did Not Attend (DNA) policy for patients who fail to turn up for appointments without cancelling them beforehand?
Answered: 72 Skipped: 10
Answer Choices Responses
Yes	68.06%
No		31.94%

If you could change ONE thing that would reduce missed appointments, what would it be?
Answered: 24 Skipped: 58
# Responses Date
1 A fine 
2 text message reminders - then if patient still does not attend a fine should be imposed 
3 getting an appointment quickly would help. Three weeks after phoning in means you've either recovered and forgotten or DIED!!
4 penalty for missing appointments 
5 a text reminder 
6 charge people who deliberately miss appointments and dont inform the practice. others could use these vital slots
7 i have missed on appt, which i cancelled and rearranged via telephone and the receptionist failed to cancel the orginal appt on the same day. if i can not attend i will let the surgery know
8 strike system - 2/3 strike - fine? 
9 charge patients a fee for more than one missed appointment per year 
10 Texting would be good- both reminders and ability to cancel/notify of lateness 
11 Getting appointments quicker rather than waiting weeks to be seen by doctor 
12 call back service to remind persons who do not attend before their appointment 
13 To pay for Appointments if not notified surgery 
14 fine them 
15 a text reminder service 
16 investigate why appointments were missed , to come up with a new regime 
17 Being able to make appointments within a shorter time scale- if patients have to wait 3-4 weeks they may forget
18 it takes so long to get an appointment to no longer need (sometimes) 
19 Charge people who miss 
20 Text reminder you have appointment 
21 keep them on let then no in time someone else get seen 
22 fine the patients that dont turn up 
23 When long time in advance they can be forgotten The dentist i use sends a text message reminder day before, this may be something to think about if it could be automated in some way
24 Nothing really but maybe a warning letter advising the patient they didnt attend and a strike against the name,3 strikes and out.

How satisfied are you with the care you
get from the practice?
Answered: 77 Skipped: 5
Answer Choices Responses
Very satisfied	64.94%
Fairly satisfied	33.77%
Not very satisfied	1.30%
Not satisfied at all	0.00%
Does not apply	0.00%

Would you recommend your GP practice to someone who has just moved into the local area?
Answered: 76 Skipped: 6
Answer Choices Responses
Extremely likely		51.32%
Likely			38.16%
Neither likely nor unlikely	6.58%
Unlikely			2.63%
Extremely unlikely		0.00%
Don't know		1.32%

Please add any comments you would like to make about the practice?
Answered: 28 Skipped: 54
# Responses Date
1 v good practice 
2 i have no issues with my doctors surgery as i work in a similar environment and i understand the pressures everyone is under
3 no a very convenient location to either home or work 
4 very satisfied with doctors care. Very unsatisfied with length of wait for appointments 
5 sometimes depending on who takes your phone call it feels like its a whole ordeal getting an appointment and it isnt pleasant
6 very efficent, friendly staff( nurses, G.P's, receptionists) 
7 would like improvements re calling and speaking with a doctor. Telephone time allocated not sufficient for the number of people trying to get through
8 the receptionist are helpful and when they know what they are doing the surgery should run well
9 Excellent GPs - very friendly and understanding , hence why its difficult to get an appointment with them! 
10 i find it easy enough to get emergency apps however for me to get the Dr i want for a routine app it is quite a
long wait
11 Very helpful, Drs take time to listen & the practice nurses are very professional & kind 
12 Really happy with the practice- excellent staff- really good care provided 
13 I think this practice and its staff are beyond reproach. Thank you 
14 very friendly and helpful 
15 All of the doctors are very friendly and efficient receptionist staff cope very well despite large number of calls / appointments of an urgent nature
16 Not had many problems with practice. Generally good and helpful
17 very good 
18 Very difficult to get appointments even to briefly to check something with GP. Some of the reception staff can be rude especially over the phone
19 i think sometimes the reception staff can come across as rude and abrupt , not all the time but have definitely had experiences with some
20 The GP's here are wonderful ! The service is fantastic however some of the receptionists would benefit from some training in customer care! One in particular - who is always rud and very difficult to deal with - i think her name is Ruth? I would highly recommmend the practice apart from dealing with reception at times! i also hear this same complaint from many many other patients
21 i have found the practice very helpful 
22 Manner of reception staff at times 
23 the opening hours - there should be evening surgerys 
24 My daughter needs repeat prescriptions - i have to come in to order or put a note through. would be easier to ring or order online more online options should be avaliable e.g booking appointments/ prescriptions etc open surgery also
25 Friendly, welcoming, never rushed
26 i think there should be a surgery for workers and at weekends 
27 I have found the follow up excellent and Drs will up in extra research and feed you back the results by telephone or post (eg relevant articles) Routine well being tests have results sent out which is good to settle your mind.
28 Helpful and accommodating staff 

Are you
Answered: 75 Skipped: 7
Answer Choices Responses
Male	22.67%
Female	77.33%

How old are you?
Answered: 73 Skipped: 9
Answer Choices Responses
Under 16		1.37%
16 to 44		45.21
45 to 64		32.88%
65 to 74		12.33%
75 or over		8.22%