Dear Patients,
Welcome to the seventeenth edition of our patient newsletter. The newsletter is used to notify you
about health initiatives and information as well as news of recent events in the surgery which we
hope you will find of interest.
It is also a way of involving patients in decisions regarding the services that are available here. We
would welcome any suggestions, comments or ideas about things you would like to see in the
newsletter please complete the form below.
LEAVERS AND JOINERS
It is with great sadness that I announce that Dr Jonathan Christopher has left the practice. We
take this opportunity to wish Dr Christopher the very best for his future career. During the time that
Dr Christopher was employed at Courtyard Surgery, his work has been excellent, both in quantity
and quality and we thank him for all he did at Courtyard Surgery.
PATIENT SURVEY
Courtyard Surgery welcomes you to this survey which aims to provide feedback to the practice
where you are registered about the service we and the NHS in general provides to you. This survey
is completely confidential and anonymous and your answers cannot be attributed to you
personally in any way.
HOW OFTEN DO YOU VISIT THE PRACTICE? Please circle one answer.
Weekly
Monthly
More than once a year
Annually
Less often Never
IN THE PAST 12 MONTHS HOW EASY HAVE YOU FOUND THE FOLLOWING?
Please answer one of the following:
Haven’t tried / Very Easy / Fairly easy / Not very easy / Not at all easy / Don’t know
1. Getting through on the phone
2. Speaking to a doctor on the phone
3. Speaking to a nurse on the phone
4. Obtaining test results by phone
WHEN DID YOU LAST SEE A DOCTOR AT THE PRACTICE? Please tick one answer.
In the past three months
Between three and six months ago
Between six months and twelve months ago
More than 12 months ago
I have never been seen at this practice
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WHICH DOCTOR DO YOU NORMALLY SEE? Please tick one.
Dr Ashton
Dr Lewis-Jones
Dr Mukherjee
Dr Jopling
Dr Christopher
Dr Ebeid
HAVE YOU SEEN A PRACTICE NURSE AT THE PRACTICE IN THE LAST 12 MONTHS?
Yes
No
IN THE PAST 12 MONTHS HAVE YOU TRIED TO SEE A DOCTOR QUICKLY? That is, on the same day or in
the next two weekdays that the practice was open.
Yes
No
Can't remember
THINK ABOUT THE LAST TIME YOU TRIED TO SEE A DOCTOR QUICKLY. WERE YOU ABLE TO SEE A
DOCTOR ON THE SAME DAY OR IN THE NEXT TWO WEEKDAYS THAT THE PRACTICE WAS OPEN?
Yes
No
Can't remember
IF YOU WERE UNABLE TO BE SEEN DURING THE NEXT TWO WEEKDAYS THAT THE PRACTICE WAS OPEN,
WHY WAS THAT?
I was told that no appointments were available
The times offered didn’t suit me
The appointment was with a doctor who I didn’t want to see
Another reason
Can’t remember
IS THERE A PARTICULAR DOCTOR WHO YOU PREFER TO SEE AT THE PRACTICE?
Yes
No
There is usually only one doctor at the practice
HOW OFTEN DO YOU SEE THE DOCTOR YOU PREFER?
Always or most of the time
A lot of the time
Some of the time
Never or almost never
Not tried at this practice
HOW DO YOU NORMALLY BOOK YOUR APPOINTMENTS TO SEE A DOCTOR OR NURSE AT THE
PRACTICE?
In person
By phone
Other
I don't make an appointment
WHICH OF THE FOLLOWING METHODS WOULD YOU PREFER TO USE TO BOOK AN APPOINTMENT AT
THE PRACTICE?
In person
By phone
By fax
Online
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Digital TV
No preference
IN THE PAST SIX MONTHS, HAVE YOU TRIED TO BOOK AHEAD FOR AN APPOINTMENT WITH A
DOCTOR? That is, an appointment more than two weekdays in advance.
Yes
No
Can't remember
LAST TIME YOU TRIED, WERE YOU ABLE TO GET AN APPOINTMENT WITH A DOCTOR MORE THAN TWO
WEEKDAYS IN ADVANCE?
Yes
No
Can't remember
HOW EASY IS IT FOR YOU TO BOOK AN APPOINTMENT WITH A PRACTICE NURSE AT THE PRACTICE?
Very Fairly
Not very easy
Not at all easy
Don’t know
HOW LONG AFTER YOUR APPOINTMENT TIME DO YOU NORMALLY WAIT TO BE SEEN?
I don’t usually have appointments at a specific time
I am normally seen on time
Less than five minutes
Five to 15 minutes
15-30 minutes
More than 30 minutes
I can’t remember
HOW DO YOU FEEL ABOUT HOW LONG YOU NORMALLY HAVE TO WAIT?
I don’t usually have to wait long
I have to wait a bit too long
I have to wait far too long
No opinion/doesn’t apply
HOW SATISFIED ARE YOU WITH THE OPENING HOURS AT THE PRACTICE?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Quite dissatisfied
Very dissatisfied
I don’t know the opening hours
AS FAR AS YOU KNOW, IS THE PRACTICE OPEN…
Please answer: Yes / No / Sometimes/ Don’t know
Before 8.00am
Before 8.30am
At lunchtime
After 6:00pm
After 6:30pm
On Saturdays
On Sundays
THE LAST TIME YOU SAW A DOCTOR OR NURSE AT THE PRACTICE, HOW GOOD WERE THEY AT EACH
OF THE FOLLOWING? Please choose one option: Very good / Good / Neither good nor poor / Poor
/ Very poor / Doesn’t apply
Giving you enough time
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Asking about your symptoms
Listening
Explaining tests and treatments
Involving you in decisions about your care
Treating you with care and concern
Taking your problems seriously
DID YOU FEEL YOU WERE TREATED WITH RESPECT AND DIGNITY WHILE YOU WERE IN THE PRACTICE?
Yes
Always
Sometimes
No
IN YOUR OPINION HOW MUCH DOES YOUR DOCTOR OR NURSE KNOW ABOUT YOUR MEDICAL
HISTORY?
A lot
Fair amount
A little
Not applicable
DO YOU HAVE ANY LONG-STANDING CONDITION, DISABILITY OR INFIRMITY?
Yes
No
Don't know
Can't say
HAVE YOU BEEN DIAGNOSED WITH ANY OF THE FOLLOWING CONDITIONS?
COPD (chronic obstructive pulmonary disease)
Diabetes
Epilepsy
Heart disease
Cardiovascular disease
Hypertension/High blood pressure
Stroke
Kidney disease
A mental health condition
Learning disabilities
Cancer
Other
None of the above
HOW OFTEN DO YOU VISIT THE PRACTICE IN RELATION TO YOUR CONDITION(S)?
Weekly
Monthly
More than once a year
Annually
Rarely
HOW OFTEN DO YOU VISIT THE HOSPITAL IN RELATION TO YOUR CONDITION(S)?
Weekly
Monthly
More than once a year
Annually
Rarely
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HAVE YOU HAD DISCUSSIONS IN THE PAST 12 MONTHS WITH A DOCTOR OR NURSE ABOUT HOW BEST
TO DEAL WITH ANY LONG-STANDING HEALTH ISSUES?
Yes
No
In these discussions (please answer Yes / No / Don’t Know / NA):
DID THE DOCTOR OR NURSE TAKE NOTICE OF YOUR VIEWS ABOUT HOW TO DEAL WITH YOUR
CONDITION?
DID THE DOCTOR OR NURSE GIVE YOU INFORMATION ABOUT THE THINGS YOU MIGHT DO TO DEAL
WITH YOUR CONDITION?
DID YOU AND THE DOCTOR OR NURSE AGREE HOW BEST TO MANAGE YOUR CONDITION?
DID THE DOCTOR OR NURSE GIVE YOU A WRITTEN DOCUMENT ABOUT THE DISCUSSIONS YOU HAD
ABOUT MANAGING YOUR CONDITION?
WOULD YOU HAVE LIKED A WRITTEN PLAN SUMMARISING YOUR DISCUSSION WITH THE DOCTOR OR
NURSE?
DID THE DOCTOR OR NURSE EVER MENTION THAT YOU HAD SOMETHING CALLED A CARE PLAN?
DO YOU THINK THAT HAVING THESE DISCUSSIONS WITH YOUR DOCTOR OR NURSE HAS HELPED
IMPROVE HOW YOU MANAGE YOUR CONDITION?
Yes
To some extent
No
Don’t know
Can’t remember
IN GENERAL, HOW SATISFIED ARE YOU WITH THE CARE YOU GET AT THE PRACTICE?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Quite dissatisfied
Very dissatisfied
HOW HELPFUL DO YOU FIND THE RECEPTIONISTS AT THE PRACTICE?
Very helpful
Fairly helpful
Average
Not very helpful
Not at all helpful
Never spoken to a receptionist at the practice
DID THE RECEPTIONIST INTRODUCE THEMSELVES?
Yes
No
Don't know
Can't say
HOW EASY DO YOU FIND GETTING INTO THE BUILDING AT THE PRACTICE?
Very easy
Fairly easy
Not very easy
Not at all easy
I have not visited the practice in the past 12 months
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DO YOU LIKE OUR AUTOMATIC CHECK-IN SERVICE? THIS SERVICE IS A COMPUTER SCREEN THAT LETS
YOU REGISTER YOUR ARRIVAL AT THE PRACTICE.
I like it a lot
I like it
Neither satisfied nor dissatisfied
I would prefer to see the receptionist
I cannot stand it
HOW CLEAN IS THE PRACTICE BUILDING?
Very clean
Fairly clean
Not very clean
Not at all clean
IN EVALUATING YOUR MOST RECENT EXPERIENCE AT THE PRACTICE, WAS THE QUALITY OF SERVICE
YOU RECEIVED:
Very good
Good
About average
Poor
Very poor
Don't know
PLEASE RATE OUR PRACTICE STAFF ON THE FOLLOWING QUALITIES BASED ON YOUR EXPERIENCES.
Please scores: 1=Very good; 2=Good; 3=About average; 4=Poor; 5=Very poor; 6=Don't know)
Are they patient?
Are they enthusiastic?
Do they listen carefully?
Are they friendly?
Are they responsive?
HOW DO YOU NORMALLY TRAVEL TO THE PRACTICE?
On foot (walking)
Public transport
Car/motorbike
Bicycle
Other
Never visit the practice
IN THE LAST 12 MONTHS HAVE YOU USED ANY OF THE HEALTH SERVICES BELOW INSTEAD OF USING
SIMILAR SERVICES THAT
MIGHT BE AVAILABLE AT THE PRACTICE?
Minor Injuries Unit
Going to the accident and emergency department at a hospital
NHS Direct (24hr telephone helpline)
NHS Walk-in Centre
Private doctor (that is not through the NHS)
Family Planning Clinic
Counsellor
Chiropractor
Physiotherapist
None of these
ARE THERE ADDITIONAL SERVICES THAT COULD BE OFFERED
AT THE PRACTICE THAT WOULD SAVE YOU GOING TO THE HOSPITAL?
Yes
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No
Don’t know/Can’t say
WHICH OF THE FOLLOWING METHODS WOULD YOU PREFER TO REQUEST YOUR REPEAT PRESCRPTION?
In person
By phone
By fax
Online
No preference
HOW OFTEN DO YOU REQUEST ALL YOUR REPEAT MEDICATIONS AT THE SAME TIME?
Always or most of the time
A lot of the time
Some of the time
Never or almost never
Not tried at this practice
The questions on the following two pages are about you.
Remember this survey is anonymous and confidential but providing this
information will help us analyse the responses as a whole and give us an
overview of our patients’ feedback.
ARE YOU MALE OR FEMALE
Male
Female
Other
Prefer not to say
HOW OLD ARE YOU?
Under 18
18 - 24
25 - 34
35 - 44
45 - 54
55 - 64
65 - 74
75 - 84
85 and over
Prefer not to say
WHICH OF THESE BEST DESCRIBES YOUR EMPLOYMENT STATUS?
Full-time paid work (30 hrs or more a week)
Part-time paid work (under 30 hrs a week)
Full-time education (school, college, university)
Unemployed
Permanently sick or disabled
Fully retired from work
Looking after the home
Other
DO YOU HAVE CARER RESPONSIBILITIES FOR ANYONE IN YOUR HOUSEHOLD WITH A LONGSTANDING HEALTH PROBLEM OR DISABILITY?
Yes
No
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WHAT IS YOUR ETHNIC GROUP?
White
British White
Irish
Other white background
White & Black Caribbean
White & Black African
White & Asian
Other mixed background
Indian
Pakistani
Bangladeshi
Other Asian background
Caribbean
African
Other Black background
Chinese
Other Asian group
Other ethnic group
I would prefer not to say
Thank you for your feedback
Lastly……………
Remember this is your newsletter! If you have any suggestions, comments or ideas about
things you would like to see in the newsletter, or you have a suggestion about the services
we offer, please complete the form below and hand it to reception.
The Editor, Gloria Furlan, Courtyard Surgery.
Name:
Address:
Suggestion/Comment/Idea:
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