Elm Lodge Surgery 2014 patient survey
Number of Responses: 201
About Your Last Visit to the GP or Nurse Practitioner
How good was the GP or Nurse practitioner at
Q1 Putting you at your ease?
Very good
70%
Good
18%
Satisfactory
3%
Poor
0%
Very poor
0%
Does not apply
0%
No response
9%
Q2 Being polite and considerate?
Very good
73%
Good
17%
Satisfactory
1%
Poor
0%
Very poor
0%
Does not apply
0%
No response
9%
Q3 Listening to you?
Very good
Good
Satisfactory
Poor
Very poor
Does not apply
No response
75%
15%
2%
0%
0%
0%
8%
Q4 Giving you enough time?
Very good
Good
Satisfactory
Poor
Very poor
Does not apply
No response
64%
21%
4%
1%
0%
0%
10%
Q5 Explaining your condition and treatment?
Very good
Good
Satisfactory
Poor
Very poor
Does not apply
No response
62%
22%
6%
0%
0%
1%
9%
Q6 Involving you in decisions about your care?
Very good
Good
Satisfactory
Poor
Very poor
Does not apply
No response
60%
22%
5%
0%
0%
3%
10%
Q7 Would you be completely happy to see this GP or Nurse Practitioner again?
Yes
No
No response
93%
3%
4%
Please enter the name of the GP/Nurse Practitioner you recently saw and add any
additional comments:
Appointment system
Q8 If you need to see a GP urgently, can you normally get seen on the same day?
Yes
48%
No
24%
Don’t know / never needed to 16%
No response
12%
Q0 How important is it to you to be able to book appointments ahead of time?
Important
Not important
No response
73%
12%
15%
Q10 How easy is it to book ahead?
Very easy
Fairly easy
Not very easy
Not at all easy
Don’t know/ not tried
No response
16%
33%
19%
10%
8%
14%
Q11 How do you normally book your appointments ?
In person
By phone
Online
Doesn’t apply
12%
72%
16%
0%
Q12 Which of the following methods do you prefer to use to book appointments?
In person
By phone
Online
Doesn’t apply
13%
60%
27%
0%
Q13 How quickly do you usually get seen?
Same day or next day
2-4 days
5 days or more
I don’t usually need to be seen quickly
Don’t know/ never tried
No response
52%
24%
6%
4%
0%
14%
Q14 How do you rate how quickly you were seen?
Excellent
Very good
Good
Satisfactory
Poor
Very poor
Doesn't apply
No response
17%
26%
20%
14%
4%
2%
0%
17%
Opening hours
Q15 Is Elm Lodge currently open at times that are convenient to you?
Yes (Go to Q17)
61%
No
16%
Don’t know
5%
No response
18%
Q16 Which of the following additional opening hours would make it easier for you to
see or speak to someone? (please X all boxes that apply)
Before 8am
After 6.30pm
On a Saturday
On a Sunday
None of these
17%
33%
37%
17%
6%
About the Telephone system
Q17 How easy is it to get through to someone on the phone?
Very easy
4%
Fairly easy
41%
Not very easy
23%
Not at all easy
13%
Don’t know / not tried 3%
No response
16%
Q18 Would you like the surgery to use an automated phone system with call waiting (subject
to funding being available)?
Yes
No
No strong feelings
No response
28%
32%
26%
14%
Online appointments and repeat prescriptions
Q19 How easy was it to register for the practice's new online system (introduced
February 2014)?
Very easy
Fairly easy
Not very easy
Not at all easy
Don’t know/ not tried
No response
14%
13%
4%
3%
47%
19%
IF YOU HAVE NOT REGISTERED FOR THE NEW ONLINE SYSTEM please go to
Question 22
Q20 How easy was it to make an online appointment on the new system?
Very easy
Fairly easy
Not very easy
Not at all easy
Don’t know/ not tried
No response
7%
3%
0%
0%
25%
65%
Q21 How easy was it to order a repeat prescription on the new system?
Very easy
Fairly easy
Not very easy
Not at all easy
Don’t know/ not tried
No response
8%
6%
2%
0%
18%
66%
About your last visit to the nurse
If you haven’t seen a nurse in the last 6 months please go to Q29.
How good was the Nurse you last saw at:
Q22 Putting you at your ease?
Very good
43%
Good
10%
Satisfactory
0%
Poor
0%
Very poor
0%
Does not apply
0%
No response
47%
Q23 Giving you enough time?
Very good
44%
Good
9%
Satisfactory
0%
Poor
0%
Very poor
0%
Does not apply
0%
No response
47%
Q24 Listening to you?
Very good
44%
Good
Satisfactory
Poor
Very poor
Does not apply
No response
8%
0%
0%
0%
0%
48%
Q25 Explaining your condition and treatment?
Very good
Good
Satisfactory
Poor
Very poor
Does not apply
No response
35%
13%
1%
0%
0%
3%
48%
Q26 Involving you in decisions about your care?
Very good
Good
Satisfactory
34%
9%
0%
Poor
Very poor
Does not apply
No response
0%
0%
6%
51%
Q27 Providing or arranging treatment for you?
Very good
Good
Satisfactory
Poor
Very poor
Does not apply
No response
34%
8%
1%
0%
0%
7%
50%
Q28 Would you be completely happy to see this nurse again?
Yes
No
No response
52%
0%
48%
Thinking about the care you get from Elm Lodge:
Q29 Overall, how would you describe your experience of your GP surgery?
Excellent
Very good
Good
Satisfactory
Poor
Very poor
No response
37%
34%
12%
1%
0%
0%
16%
Q30 Would you recommend your GP surgery to someone who has just moved to your
local area?
Yes, definitely
Yes, probably
No, probably not
No, definitely not
Don’t know
No response
68%
14%
1%
0%
1%
16%
It will help us to understand your answers if you could tell us a little about yourself
Q31 Are you ?
Male
Female
No response
26%
60%
14%
Q32 How old are you?
Under 16
16 to 44
45 to 64
65 to 74
75 or over
No response
1%
31%
34%
8%
11%
15%
Q33 Do you have a long-standing health condition?
Yes
No
Don’t know / can’t say
No response
41%
39%
3%
17%
Q34 What is your ethnic group?
White
Black or Black British
Asian or Asian British
Mixed
Chinese
Other ethnic group
prefer not to answer
No response
74%
3%
3%
0%
0%
1%
0%
19%
Q35 Which of the following best describes you?
Employed (full or part time, including self-employed) 45%
Unemployed / looking for work 0%
At school or in full time education 2%
Unable to work due to long term sickness 5%
Looking after your home/family 10%
Retired from paid work 17%
Other 0%
No response 21%
Survey adapted from GPAQ-R © 2013 which is reproduced with the kind permission of the
University of Manchester & University of Cambridge. GPAQ incorporates the Primary Care
Assessment Survey (PCAS); with permission from Dr Dana Gelb Safran creator of PCAS.
www.gpaq.info