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Sandy Lane Surgery
Patient Survey 2016
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APPOINTMENTS AT THE SURGERY
Which of the following methods would you prefer to use to book an appointment at the surgery?
In person 16%
By phone 61%
By fax 0%
Online 37%
No preference 8%
Which type of consultation do you prefer?
Telephone 3%
Face to face 93%
No response 4%
OPENING HOURS
How satisfied are you with the opening hours at the surgery?
Very 44%
Fairly 35%
Neither satisfied nor dissatisfied 8%
Quite dissatisfied 3%
Very dissatisfied 1%
Don't know the opening hours 6%
Would you like the surgery open at additional times?
Yes 34%
No 56%
No response 10%
If yes, what times? (See comments at the bottom of the survey)
GETTING THROUGH ON THE PHONE
Have you found it easier to get through on the telephone in the past 6-12 months following the
practice refurbishment?
Yes 54%
No 37%
No response 9%
If you have found it difficult to get through on the telephone have you thought about registering
for Online Access to book appointments?
Yes 53%
No 30%
No response 17%
If No, please can you tell us why? (See comments at the bottom of the survey)
ONLINE ACCESS
Are you registered for ONLINE ACCESS (access to the surgery online for
prescriptions/appointments?)
Yes 40%
No 55%
No response 5%
If you have signed up to this service how useful have you found it?
Excellent 12%
Very good 15%
Good 5%
Fair 2%
Poor 0%
Very poor 0%
No response 66%
OBTAINING TEST RESULTS
We have introduced SMS text messaging for test results
Have you received a text informing you of your results?
Yes 19%
No 70%
No response 11%
How useful did you find this?
Excellent 10%
Very good 5%
Good 1%
Fair 2%
Poor 0%
No response 82%
BOOKING AN APPOINTMENT WITH A DOCTOR
Last time you tried to book ahead were you able to get an appointment with a doctor more than 2
weekdays in advance?
Yes 54%
No 35%
No response 11%
How often do you see the doctor you prefer?
Always or most of the time 14%
A lot of the time 16%
Some of the time 30%
Never or almost never 15%
Not tried 16%
No response 9%
Think about the last time you tried to see a doctor fairly quickly. Were you able to see a doctor on
the same day or in the next two weekdays that the surgery was open?
Yes 63%
No 24%
No response 13%
If you weren't able to be seen during the next 2 weekdays that the surgery was open, why was
that? Please tick all the areas that apply.
There weren't any appointments 31%
Times offered didn't suit 9%
Appointment was with a doctor who I didn't want to see 5%
A nurse was free but I wanted to see a doctor 0%
Another reason 0%
THINKING ABOUT THE SURGERY BUILDING
How easy do you find getting into the building at the surgery?
Very easy 72%
Fairly easy 20%
Not very easy 0%
Not at all easy 1%
No response 7%
How clean is the GP surgery?
Very clean 83%
Fairly clean 11%
Not very clean 0%
Not at all clean 0%
No response 6%
Please indicate your response to each of the statements below:
You are able to get a seat in the waiting room
All the time 65%
Most of the time 27%
Some of the time 1%
Never or hardly ever 0%
Can't say 0%
No response 7%
You feel that you receive a professional and friendly welcome at the reception desk
All the time 51%
Most of the time 25%
Some of the time 9%
Never or hardly ever 0%
Can't say 2%
No response 13%
The reception staff on the telephone are helpful
All the time 43%
Most of the time 27%
Some of the time 11%
Never or hardly ever 2%
Can't say 2%
No response 15%
The information provided by the reception staff is useful
All of the time 46%
Most of the time 25%
Some of the time 9%
Never or hardly ever 0%
Can't say 4%
No response 16%
SEEING A DOCTOR AT THE SURGERY
Please give your response to the following statements
The doctor gives you enough time
All the time 68%
Most of the time 23%
Some of the time 2%
Never or hardly ever 0%
Can't say 0%
No response 7%
The doctor asks about your symptoms?
All the time 76%
Most of the time 13%
Some of the time 2%
Never or hardly ever 0%
Can't say 0%
No response 9%
The doctor listens to you no matter how busy (s)he is?
All the time 67%
Most of the time 20%
Some of the time 1%
Never or hardly ever 0%
Can't say 2%
No response 10%
The doctor takes your problems seriously
All the time 67%
Most of the time 19%
Some of the time 3%
Never or hardly ever 0%
Can't say 0%
No response 11%
The doctor knows what the best treatment is for you
All of the time 60%
Most of the time 20%
Some of the time 5%
Never or hardly ever 0%
Can't say 4%
No response 11%
The doctor involves you in decisions about your care
All of the time 68%
Most of the time 19%
Some of the time 2%
Never or hardly ever 0%
Can't say 1%
No response 10%
The doctor treats with you dignity and respect
All of the time 77%
Most of the time 13%
Some of the time 0%
Never or hardly ever 0%
Can't say 0%
No response 10%
The doctor makes the right diagnosis (in your opinion)
All of the time 58%
Most of the time 25%
Some of the time 5%
Never or hardly ever 0%
Can't say 2%
No response 10%
The doctor treats you as you would wish when giving you a physical examination
All the time 80%
Most of the time 8%
Some of the time 0%
Never or hardly ever 0%
Can't say 1%
No response 11%
Did you have confidence and trust in the doctor you saw?
Yes, definitely 77%
Yes, to some extent 15%
No, not at all 0%
No response 8%
SEEING A PRACTICE NURSE AT THE SURGERY
Please give your response to the following statements
The nurse gives you enough time
All the time 71%
Most of the time 9%
Some of the time 0%
Never or hardly ever 0%
Can't say 5%
No response 15%
The nurse asks about your sypmtoms
All the time 65%
Most of the time 10%
Some of the time 0%
Never or hardly ever 0%
Can't say 5%
No response 20%
The nurse listens to you no matter how busy (s)he is
All the time 67%
Most of the time 10%
Some of the time 0%
Never or hardly ever 0%
Can't say 5%
No response 18%
The nurse explains tests and treatments
All the time 68%
Most of the time 8%
Some of the time 0%
Never or hardly ever 0%
Can't say 5%
No response 19%
The nurse involves you in decisions about your care
All the time 60%
Most of the time 15%
Some of the time 1%
Never or hardly ever 0%
Can't say 6%
No response 18%
The nurse treats you with dignity and respect
All the time 72%
Most of the time 5%
Some of the time 0%
Never or hardly ever 0%
Can't say 4%
No response 19%
The nurse treats you as you would wish when giving you a physical examination
All the time 67%
Most of the time 6%
Some of the time 0%
Never or hardly ever 0%
Can't say 8%
No response 19%
OTHER HEALTH SERVICES
In the last 12 months have you used any of the health services below instead of using similar services which
may be available at the surgery?
Please tick all that apply
A+E at hospital (instead of GP surgery) 18%
NHS 111 16%
Out of hours/walk in centre (Euxton or Preston) 19%
YOUR OVERALL SATISFACTION
How likely are you to recommend our GP surgery to friends and family if they needed similar care
or treatment?
Extremely likely 49%
Likely 25%
Neither likely not unlikely12%
Unlikely 1%
Extremely unlikely 2%
Don't know 0%
Can you tell us why you gave that response? (See comments at the bottom of the survey)
Do you feel you are treated with respect and dignity while you are in the surgery?
Yes, always 80%
Yes, sometimes 10%
No 0%
No response 10%
Which of the following do you use to find out information about the surgery?
Website 45%
Telephone 35%
Email 0%
Notice Board 10%
Other 7%
SOME QUESTIONS ABOUT YOU
The following questions will help us to see how experiences vary between different groups of the
population. We will keep your answers completely confidential.
Are you male of female?
Male 25%
Female 65%
No response 10%
What is your ethnic group?
White British 89%
White Irish 0%
Any other white background 0%
White and Black Caribbean 0%
White and Black African 0%
White and Asian 0%
Any other mixed background 0%
Indian 0%
Pakistani 0%
Bangladeshi 0%
Any other Asian background 0%
Caribbean 0%
African 0%
Any other Black background 0%
Chinese 0%
Any other 0%
No response 11%
How old are you?
Under 18 0%
18-34 20%
35-54 21%
55-74 36%
75 and over 11%
No response 12%
Thank you for taking the time to complete this survey.
Delete Responses
Would you like the surgery open at additional times?
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If yes when?
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7.30am
 8-8 and weekends
 A late night.
 after work hours -after 5
 bookable weekend appointments
 early or later weekends
 evening
 Evenings
 evenings after work
 Evenings to 7pm or 8pm
 Late evenings and Saturday
 Late night and weekends
 Late nights as i work shifts
 Later during the day and at weekends
 nights and weekends
 pm
 possibly extra Sunday opening
 Saturdays
 Saturdays
 Saturdays and Sundays
 Saturdays every week
 Saturdays for emergencies
 some evenings/ Sunday
 To accommodate people working nights
 until 7-7.30 pm
 weekends & late evenings
 weekends
 Weekends a late evening
 weekends and evenings
 weekends- Evenings
 weekends, late nights
 yes maybe longer sat appointments
If you have found it difficult to get through on the telephone have you thought about
registering for online Access to book appointments? If No, can you tell us why?
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A two tier system is unfair to people without internet
access is sometimes difficult hope to change it in the future
already book online
Do not always have computer access
Don’t have a computer
Don’t have access to computer.
Don't have time.
Don't like booking on line.
Don't like online
don't trust privacy
Don't use a computer
Have registered. Too complicated to re-access don't like everything online-trust issues with it.
I am Happy with booking appointments by phone
I did try once but found it difficult to use.
I don't know
I usually get through and gain an appointment for my young children.
My Appointments are usually emergency
Never crossed my mind.
No Computer
Not able to do it online
not on line
Not reg yet receptionist always very busy so never asked.
Not very confident on the lap top
Phone answered auto but then on hold for up to 5 mins.
Prefer human interaction.
How likely are you to recommend our GP surgery to friends and family if they needed similar
care or treatment? Can you tell us why you gave that response?
Positive
 All the Doctors, with one exception a number of years ago, have been quite excellent
 Always been happy @ sandy lane
 Always find it satisfactory
 Always get appointments when needed and reception staff are helpful
 ALWAYS A GOOD SERVICE
 Always get good advice/treatment
 Because from my own use, I am mostly happy with how things are run at Sandy Lane and there seems
to be a lot of Doctors to choose from
 Because its friendly and efficient and girls and Doctors are all lovely
 Been with surgery for many years and think it is one of if not the best in the area
 confident in any diagnosis and always listen
 Doctor's very good
 Due to locality and levels of care
 Easy to book appointments knowledgeable and friendly Dr's
 efficient and easy to use
 Excellent surgery with caring staff.
 friendly and clean services
 Helpful staff and easy facilities to make appointments
 I am happy with the treatment I get.
 I am very satisfied with my Doctors and feel very lucky to have a good surgery thank you all.
 I have always found very good service in a friendly, pleasant setting
 I have been a patient at this surgery (or its predecessors) for 40 years
 I have confidence in them.
 I have confidence in the Gp Surgery
 I have every confidence in the doctors and nurses at the surgery, particularly Dr. Rambihar and Dr.
Grace. Spelling mistake in your survey – definitely
 I have found the surgery helpful and staff friendly and professional
 I have never had a problem with the service at Sandy Lane
 I have never had any problems with this surgery in the last 25+years.
 I have no particular problems in dealing with the surgery
 I think the surgery provides excellent service in all area's
 I would recommend all my family; two of my family attend my surgery. I can't fault anything wrong
with the treatment I get from all
 I'm satisfied myself at the way I’ve been treated
 In the past I have had a negative experience but things have improved.
 It provides a good service.
 It's the best Surgery, from when we lived in Rochdale
 Like the Doctors at surgery
 never been dissatisfied
 Never had a problem at this surgery.
 overall I receive good treatment
 Professional, easy to talk to.
 Quite pleased being patient at this surgery.
 Since joining the Surgery I have had extremely good service.
 Surgery has made significant changes over last 2 years> numerous Doctor's on hand. Pharmacy on
site.
 Think Sandy Lane is a good surgery. They have always been good to our family
 To help develop good services for all
 Very good practice.
 very satisfied with surgery
 V We are very pleased with the surgery. If we need to be seen urgently we have always got an
appointment. very professional in all matters caring and helpful
 we have been satisfied
 We have found the surgery outstandingly helpful and feel really grateful that our son recommended it
when we moved to Leyland.
 When hear things about other surgeries then you are above them all
 With very few exceptions, attending the Doctor's and treatment have been friendly & efficient.
Negative
 No appointments - Always late - Can't book routine appointments in advance - My baby can't be
weighed and have injections, I have to take her to clinic before her 8 week injections - Open reception
area means everyone hear you talking at reception.
 Car park always full difficult to get to.
 Due to the chaos getting parked also I don't like the lack of privacy in reception. When you’re talking
to the receptionist, you turn round to find everybody else listening.
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I find no fault except the occasional difficulty of getting a routine appointment with my Doctor and
having to go on-line for several days to get an available appointment, in which case I wouldn't expect
an appointment with a Doctor of choice - just a Doctor!
 It is very difficult to get an appointment. The receptionist said there aren't enough Doctors. I have 2
children so it would be better if there was more availability.
 Losing faith just lately. Considering changing practices after 36years as a patient. Also feel that the
waiting room is too cramped. People knock my bad leg to pass me. Feel that viruses would soon
spread in this very close uncomfortable seating. Usually feeling ill when i arrive but usually feel worse
after sitting so uncomfortably.
 My extended family, involving my grandchild, have had some serious issues with some of the
receptionists
 Telephone receptionist usually very inpatient not overly helpful usually at 8am
 Problem getting appointments
 Receptionists are very abrupt and unfriendly over the telephone, sometimes even rude.
 The Reception area isn't very relaxed. Counter to high chairs facing you when you come out of Doctor's
room. Only usually 1 receptionist on duty.
 Time to get an appointment. Trying to see designated DR to keep continuity Lost confidence due to
problems with my husband
 Trying to get an appointment can be really difficult parking is absolutely awful
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Neither positive nor negative
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I feel that there could be more services offered i.e. personal clinic more accessible rather than at
hospital
Most of the Doctors and nurses are great and some are not so great.
Overall happy with the surgery especially since it split (i.e. the new Leyland surgery) however very
recently it has been a little harder to get appointments ASAP and get through on the phone. I
would guess this is due to some Dr's leaving/ new Dr's starting? I am happy that i always manage
to get an appointment for my young children when needed.
Simply because of past experiences