1. Dr Sharma’s Practice Patient Survey 2013

2. The Survey Online and paper questionnaire 10 questions 217 respondents Results statistically accurate

3. Opening Hours 96% of respondents said the opening hours were excellent or good Key question (i) What more, if anything, can we do?

4. Getting same day appointments 84% said they were able to get a same day appointments Key questions (i) do patients always need a immediate appointment? (ii) how do we encourage patients to plan their use of services We aim to give you an appointment in 7 days – sooner if urgent Please aim to book your routine appointments for 7 days time

5. Ease of making Appointments 98% said it was easy to make an appointment Key question (i) how can we get more people to book appointments online?

6. Contacting the Practice by Telephone 89% said it was easy to contact the Practice by telephone Key Question (i) Telephone appointments are often a poor use of doctor time – please consider alternatives including pharmacist

7. Reception Staff 96% said they were treated either excellently or well by Reception staff Key Question (i) What else would you like from the reception team/area?

8. Waiting times Less than 5 minutes12% 5 to 10 minutes54% 10 – 20 minutes29% Over 20 minutes 5% Key Questions: – Some patients bring a list of problems – please book multiple/double appointments – this will allow Doctor enough time to deal with each problem. It will stop doctor running late for other people – we need your help on this

9. Seeing a Doctor or Nurse All respondents said that when seeing a doctor or nurse that they were asked about their symptoms and how they were feeling 98% or respondents felt that the doctor or nurse listened to them

10. Overall satisfaction 98% said they were either very satisfied or satisfied with the services they received from the Practice. Key Question (i) We need your views and ideas on improvements and changes. We might not be able to do everything but we can do something.