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Ashwell Medical Centre Patient Survey 2019

YOUR LOCAL GP SERVICES

Q1: Generally, how easy is it to get through to someone at your GP practice on the phone?

Very easy

Fairly easy

Not very easy

Not at all easy

Haven’t tried

Q2: How helpful do you find the receptionists at your GP practice?

Very helpful

Fairly helpful

Not very helpful

Not at all helpful

Don’t know

Q3: In the past 12 months, have you booked general practice appointments in any of the following ways? Please select all the boxes that apply to you?

In person

By phone

By automated telephone booking

Online including on an app

Via another route, such as NHS 111

Doesn’t apply / none of these

Q4: As far as you know, which of the following online services does your GP practice offer? By ‘online’ we mean on a website or smartphone app?

Booking appointments online

Ordering repeat prescriptions online

Accessing my medical records online

None of these

Don’t know

Q5: Which of the following general practice online services have you used in the past 12 months?

Booking appointments online

Ordering repeat prescriptions online

Accessing my medical records online

None of these

Q6: How easy is it to use your GP practice’s website to look for information or access services?

Very easy

Fairly easy

Not very easy

Not at all easy

Haven’t tried

Q7: As far as you are aware, what general practice appointment times are available to you? Please select all the boxes that apply to you.

Before 8am on at least one weekday

Weekdays between 8am and 6.30pm

After 6.30pm on a weekday

On a Saturday

On a Sunday

Don’t know

Q8: How satisfied are you with the general practice appointment times that are available to you?

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

I’m not sure when I can get an appointment

Q9: Is there a particular GP you usually prefer to see or speak to?

Yes, for all appointments

Yes, for some appointments but not others

No (Go to Q11)

Q10: How often do you see or speak to your preferred GP when you would like to?

Always or almost always

A lot of the time

Some of the time

Never or almost never

I have not tried

MAKING AN APPOINTMENT

When did you last try to make a general practice appointment, either for yourself or for someone else? Please include general practice appointments with different healthcare professionals. This could be with a GP, nurse or other healthcare professional.

In the past 3 months

Between 3 and 6 months ago

Between 6 and 12 months ago

More than 12 months ago

Don’t know

Q12: Who was this appointment for?

A child under 16

An adult aged 16 or over who I am a carer for

Another adult aged 16 or over

(including family members)

Q13: How concerned were you at the time about your health, or the health of the person you were making this appointment for?

Very concerned

Fairly concerned

Not very concerned

Not at all concerned

Can’t remember

Q14: Before you tried to get this appointment, did you do any of the following? Please select all the boxes that apply to you.

I looked for information online

Spoke to a pharmacist

Tried to treat myself / the person I was making this appointment for (for example with medication)

Called an NHS helpline, such as NHS 111

Went to or contacted another NHS service

Asked for advice from a friend or family member

Tried to get information or advice elsewhere (from a non-NHS service)

I did not try to get information or advice

Q15: When would you have liked this appointment to be?

On the same day

On the next day

A few days later

A week or more later

I didn’t have a specific day in mind

Can’t remember

Q16: On this occasion, were you offered a choice of appointment? This could be a choice of place, time or healthcare professional. Please select all the boxes that apply to you.

Yes, a choice of place

Yes, a choice of time or day

Yes, a choice of healthcare professional

No, I was not offered a choice of appointment

Can’t remember

Doesn’t apply

Q17: Were you satisfied with the type of appointment (or appointments) you were offered?

Yes, and I accepted an appointment (Please go to Q20)

No, but I still took an appointment (Please go to Q20)

No, and I did not take an appointment

Q18: If you did not take any appointments you were offered, why was that? Please select all the boxes that apply to you.

There weren’t any appointments available for the time or day I wanted

The appointment was at too short notice

The appointment wasn’t soon enough

I couldn’t book ahead at my GP practice

There weren’t any appointments at the place I wanted

The appointment was too far away / to difficult to get to

I couldn’t see my preferred GP

There weren’t any appointments with the healthcare professional I wanted

The type of appointment I wanted was not available

Another reason

Q19: What did you do when you did not take the appointment you were offered? Please select all the boxes that apply to you.

Got an appointment for a different day

Called an NHS helpline, such as NHS 111 (Go to Q22)

Went to A&E (Go to Q22)

Spoke to a pharmacist (Go to Q22)

Went to or contacted another NHS service (Go to Q22)

Decided to contact my practice another time (Go to Q22)

Looked for information online (Go to Q22)

Spoke to a friend or family member (Go to Q22)

Didn’t see or speak to anyone (Go to Q22)

Q20: What type of appointment did you get? I got an appointment…

...to speak to someone on the phone

…to see someone at my GP practice

…to see someone at another general practice location

...to speak to someone online, for example on a video call

…for a home visit

Q21: How long after initially trying to book the appointment did the appointment take place?

On the same day

On the next day

A few days later

A week or more later

Can’t remember

Q22: Overall, how would you describe your experience of making an appointment?

Very good

Fairly good

Neither good nor poor

Fairly poor

Very poor

YOUR LAST APPOINTMENT

Q23: When was your last general practice appointment?

Please include appointments with different healthcare professionals, at different locations, as well as telephone and online appointments.

In the past 3 months

Between 3 and 6 months ago

Between 6 and 12 months ago

More than 12 months ago

I haven’t had an appointment since being registered with my current GP practice (Go to Q31)

Q24 Who was your last general practice appointment with?

A GP

A nurse

A general practice pharmacist

A mental health professional

Another healthcare professional

Don’t know / not sure who I saw

Q25 How long after your appointment time did you wait to see or speak to the healthcare professional?

5 minutes or less

Between 5 and 15 minutes

15 to 30 minutes

More than 30 minutes

I didn’t have an appointment at a set time/ Can’t remember

Q26 Last time you had a general practice appointment, how good was the healthcare professional at each of the following?

Giving you enough time

Very good

Good

Neither good nor poor

Poor Very poor

Doesn’t apply

Listening to you

Very good

Good

Neither good nor poor

Poor Very poor

Doesn’t apply

Treating you with care and concern

Very good

Good

Neither good nor poor

Poor Very poor

Doesn’t apply

Q27: During your last general practice appointment, did you feel that the healthcare professional recognised and/or understood any mental health needs that you might have had?

Yes, definitely

Yes, to some extent

No, not at all I did not have any mental health needs

Did not apply to my last appointment

Q28: During your last general practice appointment, were you involved as much as you wanted to be in decisions about your care and treatment?

Yes, definitely

Yes, to some extent

No, not at all

Don’t know / doesn’t apply

Q29: During your last general practice appointment, did you have confidence and trust in the healthcare professional you saw or spoke to?

Yes, definitely

Yes, to some extent

No, not at all

Don’t know / can’t say

Q30: Thinking about the reason for your last general practice appointment, were your needs met?

Yes, definitely

Yes, to some extent

No, not at all

Don’t know / can’t say

OVERALL EXPERIENCE

Q31: Overall, how would you describe your experience of your GP practice?

Very good

Good

Neither good nor poor

Poor Very poor

SOME QUESTIONS ABOUT YOU

Q32: Are you male or female?

Male

Female

Other

Q33: How old are you?

Under 16

16 to 17

18 to 24

25 to 34

35 to 44

45 to 54

55 to 64

65 to 74

75 to 84

85 or over

Q34: What is your ethnic group?

A. White background

B. Mixed background

C. Asian background

D. Black

E. Other ethnic group

Q35: Which of these best describes what you are doing at present? If more than one of these applies to you, please put select the box next to the main one only?

Full-time paid work (30 hours or more each week)

Part-time paid work (under 30 hours each week)

Full-time education at school, college or university

Unemployed Permanently sick or disabled

Fully retired from work

Looking after the family or home

Doing something else

Q36: Are you a parent or a legal guardian for any children aged under 16 living in your home?

Yes

Q37: Do you look after, or give any help or support to family members, friends, neighbours or others because of either: • long-term physical or mental ill health / disability, or • problems related to old age? Don’t count anything you do as part of your paid employment.

Yes, 1 to 9 hours a week

Yes, 10 to 19 hours a week

Yes, 20 to 34 hours a week

Yes, 35 to 49 hours a week

Yes, 50 or more hours a week

Q38: Are you a deaf person who uses sign language?

Yes

Q39: Which of the following best describes your smoking habits?

Never smoked

Former smoker

Occasional smoker

Regular smoker

Q40: Which of the following best describes how you think of yourself?

Heterosexual or straight

Gay or lesbian

Bisexual

Other

I would prefer not to say

Q41: Which, if any, of the following best describes your religion?

No religion

Buddhist

Christian (including Church of England, Catholic, Protestant, and other Christian denominations)

Hindu

Jewish

Muslim

Sikh

Other I would prefer not to say

Name(Optional) _____________________________

Contact Details(Optional)_________________________________________

I am happy to be contacted about my answers to this survey?

Yes

Thank you for taking part in our questionnaire

This survey is now closed

Ashwell Medical Centre