Patient Questionnaire

Overview 750 questionnaires distributed 300 responses received Age range from 11 – 93 Gender –Females 180 –Males 120

Questionnaire Ethnic Profile Language Profile 275 – English Speaking 12 – Punjabi 3 – Urdu 10 – no response

Patients with a disability – 90 No disability – 200 Non responders – 10 Patients who are carers – 40 Not carers – 236 Non responders – 24

Last time you saw a doctor at the surgery, on reflection did you get the treatment and care that mattered to you? –Yes –No - 28 –Non responders - 17

Last time you saw a nurse at the surgery, on reflection did you get the treatment and care that mattered to you? –Yes – 257 –No – 13 –Non responders - 30

Did you know we do a quarterly newsletter online at the surgery? –Yes – 55 –No – 235 –Non responders – 10 Is it of interest? –Yes – 114 –No – 77 –Not seen – 85 –Non responders - 24

Comments Out of 300 Questionnaires received 120 comments were made –Telephone comments – 36 –Appointment comments – 50 –Other comments – 34 Positive comments – 20 Negative comments – 14

Telephone Comments “Cannot get through at 8am” “Staff not answering phones” “Automated answering service problems” “Having to come to surgery at 8am to book an appointment, due to phone issues” “Work commitments do not allow to call at 8am”

Appointment Comments “Unable to book in advance” “Patients being advised to go to the walk- in centre” “Can only see Indian speaking doctors” “Too many trainee doctors” “Late night opening required” “Could not see doctor of choice and paid to go private”

“When booked in with junior doctor, surgery overruns because of them having to speak constantly to a more experienced doctor” “Afternoon Diabetic Clinic required for the employed” “People out of work or retired are given priority when booking appointments” “No availability to see a doctor, but when attending for an appointment the surgery is empty”

Negative Comments –“Rooms need soundproofing” –“Patients not informed when surgery times are overrunning” –“Elderly people not able to use booking in machine” –“Some receptionists are rude and abrupt” –“Receptionist need training on how to treat people who are ill” –“Not enough parking for disabled patients” –“Not enough seats upstairs, when attending for blood tests or chiropodist”

Other Comments Positive Comments –“Well done to Warley Medical Centre” –“Very polite staff” –“Impressed with knowledge of junior doctors” –“Better than my old surgery” –“Certain doctors are excellent” –“Doctors caring and helpful” –“Prescriptions ordered by , very good”

A big thank you to all the members of staff who have worked very hard to type out and collate this survey. Thank you to all those who took part in the survey and gave valuable feedback. To the members of the PPG and reference group for their input in distribution. This information has been collated and a strategy for problem solving has been sent to our patient reference group for their comment and approval prior to implementation. More details will be available by newsletter – available online or at the surgery