1. Patient Survey Summary
The Orient Practice
July 2019

2. Background
Patients from the Orient Practice were invited to take part in a survey to understand what they value most from their existing GP surgery and what should be taken into consideration when deciding on the future of their GP surgery
The patient survey was live for a period of two weeks from 4th – 18th April 2019 and was available to complete online or in paper form available at the practice
In total 254 patients responded to the survey
The patient survey was broken down into eight different areas and the key findings have been summarised under each of the following headings:
Appointments
Digital Services
Reception
Patient registration
Practice Location
Patient Engagement
Anything else
Information about you

3. Appointments Digital Services
70% of patients felt that they were seen by the right practitioner relevant to their needs
48% of patients felt that it was very important to be able to see a Practice Nurse at their GP surgery. This was followed by:
42% for a Advanced Clinical Practitioner
34% for a Clinical Pharmacist
30% for a Health Care Assistant
28% for a Physician Associate
Digital Services
69% of patients were aware of patient online services
30% of patients had experience of booking appointments online. This was followed by:
15% for online patient registration
11% for ordering repeat prescriptions
9% for viewing your medical record
2% for online triage and consultation too
23% of patients felt it was not important at all to have a video appointment with a GP or Practice Nurse. This was in contrast to 24% of patients who felt that it is very important.

4. Reception
Patients were asked to comment on what is important to them when talking to or visiting the GP reception. Common themes have been summarised below:
Right to privacy and confidentiality
Being treated with respect
Being addressed politely
Ensuring staff behave in a professional manner
Staff should be empathetic
Ensuring full attention is provided
Having a willingness to help
Being efficient in dealing with patient queries

5. Patient Registration Practice Location
58% of patients would find it easier if they could complete registration online. This was followed by:
20% of patients would like to register with a GP surgery on the weekend
3% of patients would like to have an advocate/interpreter present to help with the registration process
Practice Location
42% of patients would prefer to travel less than 1 mile to a GP surgery from where they lived. This was followed by:
28% of patients willing to travel 1 – 1.5 miles
12% of patients willing to travel more than 2 miles
11% of patients willing to travel miles
53% of patients felt that it was very important to have a bus stop next to a GP surgery. This was followed by:
37% of patients said train/tube station
29% of patients said disabled parking
22% of patients said cycle rack

6. Patient Engagement
53% of patients preferred telephone as the main communication method with their GP surgery. This was followed by:
28% preferred text message
12% preferred
3% preferred post
41% of patients would prefer to provide feedback about GP services via . This was followed by:
23% said face-to-face meeting
14% said comments box in reception
3% said social media

7. Anything else
Patients were asked to comment on anything else that should be taken into consideration when deciding on the future of the GP surgery. Common themes have been summarised below:
Extended opening hours (late evenings and weekends)
Shorter waiting times for appointments
Having more interpreters available
Ensuring patients receive regular communication regarding the future of the practice
Ensuring patient care is not disrupted
Ability to see the same GP
Having a helpful reception team
GP surgery to remain open

8. Information about you Gender: Age: Sexuality: Ethnicity: 64% Female
54% aged 30-44
24% aged 45-64
Sexuality:
76% Heterosexual
Ethnicity:
24% British/English/Welsh/Northern Irish/Scottish
20% Any other white background