The Village Practice, Thornton
Practice Survey 2013
Number of Responses:388
Dear Patient,
We would be grateful if you would complete this survey about our Practice. Your Doctors want to
provide the highest standard of care. Feedback from this survey will help them to identify areas
that may need improvement. Your opinions are very valuable.
Please answer all of the questions and click Send when you are done.
Prescriptions
Q1: How do you normally order your prescriptions?
By phone 29%
Online 8%
Chemists 32%
In person 23%
By post 0%
Haven't tried 4%
No response 4%
Q2: Which of the following methods would you prefer to order your prescriptions by?
By phone 25%
Online 19%
Chemists 28%
In person 21%
By post 0%
Doesn't apply 4%
No response 3%
Q3:Are you aware of our Practice policy for ordering prescriptions?
Yes 69%
No 27%
No response 4%
Q4: Are you aware of our Intranet service to order your prescriptions 24hrs a day?
Yes 50%
No 47%
No response 3%
(If you would like more details please ask at the reception desk)
Q5:Have you experienced any problems ordering your prescriptions online?
Yes 3%
No 30%
Haven't tried 64%
No response 3%
If you have experienced problems please give examples
Q6: Have you experienced problems getting through to the prescription line?
Yes 24%
No 42%
Haven't Tried 29%
No response 5%
If you have experienced problems please give examples
Q7: How important is it to get your prescription within 48 hours?
Important 58%
Not important 38%
No response 4%
If you have experienced problems please give examples
Q8: How easy for you was it to obtain a prescription?
Not very easy 4%
Fairly easy 39%
Very easy 49%
No response 8%
If you have found it not easy to get a prescription please give examples
Appointments
Q1: How do you normally book your appointments to see a doctor or nurse at the
Surgery?
In person 26%
By phone 69%
Online 3%
Doesn't apply 0%
No response 2%
Q2: Which of the following methods would you prefer to use to book an appointment at
the Surgery?
In person 20%
By phone 57%
Online 15%
No preference 6%
No response 2%
Q3:Are you aware you can now book your appointments online?
Aware 39%
Not aware 37%
No response 24%
Q4:If you are aware of online appointment booking have you encountered any problems?
Yes 6%
No 51%
No response 43%
If you have encountered problems please give examples
Q5: How easy was it to get an appointment for the time you wanted?
Very easy 19%
Fairly easy 41%
Not very easy 25%
Not at all easy 8%
No response 7%
Q6: Were you able to see the Doctor you wanted to see?
No 29%
Yes 37%
Did not want specific GP 26%
No response 8%
If you have found it difficult to be able to see the Doctor you wanted to see please give
examples
Q7:How important is it that you see the Doctor you wanted to see?
Prefer not to say 2%
Not at all important 27%
Fairly important 46%
Very important 19%
No response 6%
Q8: Were you able to see the Practice Nurse you wanted to see?
No 5%
Yes 54%
Did not want specific Practice Nurse 35%
No response 6%
If you have found it difficult to be able to see the Practice Nurse you wanted to see please
give examples
Q9: How important is it to you that you see a specific Practice Nurse?
Prefer not to say 5%
Not at all important 57%
Fairly important 23%
Very important 8%
No response 7%
Q10: How long after your appointment time do you normally wait to be seen?
Don't normally have appointments at a specific time 4%
I am normally seen on time: Less than 5 minutes to 15 minutes 62%
15-30 minutes 28%
more than 30 minutes 1%
No response 5%
Q11: How do you feel about how long you normally have to wait?
Don't normally have to wait long 64%
I have to wait a bit too long 17%
I have to wait far too long 3%
No opinion/doesn't apply 9%
No response 7%
Q12: Have you ever missed an appointment because:
I had recovered 6%
I forgot 7%
I was delayed by traffic 4%
To difficult to cancel 1%
Other 24%
No response 58%
Q13: Were you able to contact the practice to cancel the appointment?
Yes 35%
No 2%
Didn't try 4%
Unable to get though on the phone 2%
Other 11%
No response 46%
PRACTICE OPENING TIMES
Q1: How happy are you with the Practice opening times?
Very happy 40%
Happy 32%
Satisfied 22%
Not happy 2%
No response 4%
Q2: What is the best time of the day for you to see a Doctor or Practice Nurse?
Morning 46%
Lunch time 6%
Early afternoon 13%
Mid afternoon 1%
Late afternoon 7%
No preference 20%
No response 7%
Q3:Are you aware that we have been offering late appointments on a Monday and
Thursday and early morning appointments on a Tuesday for workers for the past 3 years?
Aware 59%
Not aware 38%
No response 3%
If you have had problems getting an appointment due to the Practice opening times
please give examples
Finally, please add any comments you would like to make about your GP Practice
To help us analyse your answers please tell us a few things about yourself:
Are you male or female?
Male 34%
Female 60%
No response 6%
What age are you?
Under 16 0%
17 - 24 3%
25 - 34 7%
35 - 44 10%
45 - 54 11%
55 - 64 17%
65 - 74 29%
75 - 84 15%
Over 84 3%
No response 5%
What is the ethnic background with which you most identify?
White British 95%
White Irish 0%
Mixed White & Black Caribbean 0%
Mixed White & Black African 0%
Mixed White & Black Asian 0%
Indian 0%
Pakistani 0%
Bangladeshi 0%
Black Caribbean 0%
Black African 0%
Chinese 0%
Other 0%
No response 5%
How would you describe how often you come to the practice?
Regularly 31%
Occasionally 44%
Very Rarely 19%
No response 6%
Many thanks for your time in answering the questions on this survey.