2016 - 2017 Owner of Pharmacy: Britcrown Pharmacy Top areas of performance Address of Pharmacy: 5 Balgores Lane, Gidea Park, Romford, Essex RM2 5JR Date Patient survey completed: 2016 - 2017 Question %ofrespondents satisfiedwithservice Thecleanlinessofthepharmacy 98.6 Beingpoliteandtakingthetimetolistentowhatyouwant 97.8 Theserviceyoureceivedfromthepharmacist 96.4 Providinganefficientservice 96.5 Thestaffoverall Answeringanyqueriesyoumayhave 95 Areas in greatest need for improvement Question %ofrespondents dissatisfiedwith service Actiontakenorplanned(includingtimescale) Beinggivenadviceaboutstoppingsmoking,healthyeating,physical exercisebythepharmacistorpharmacystaff 78.8 We now have a trained member of staff who is our healthy living champion. She is actively promoting healthy living lifestyles. Thecomfortandconvenienceofthewaitingareas 3.5 4 new chairs are now placed in the waiting area Howlongyouhavetowaittobeserved Healthy living champion is on the counter serving customers Howsatisfiedyouwerewiththetimeittooktoprovideyourprescription and/oranyotherNHSserviceyourequired 3.6 Customers requests are dealt with as a priority if they are waiting

Our response to customers’ additional comments Areaswithincontrolofpharmacy Areasoutsidecontrolofpharmacy Someofthemedicinessuppliedhavebeencheapbrandnameswhichhavenot agreedwithmeandresultedinhavingtogetanotherprescriptionandgo elsewhere. Response:Wedoendeavourtoobtainaparticularbrandonrequest,however sometimescertainbrandsrequestedcannotbeobtainedatthetime. Oneormoreextrawaitingchairswouldbehelpful. Response:Thepharmacynowhas4newchairsinthewaitingarea. Parking-lastvisit,got£50+parkingticket Agerangeofrespondents 16-19 20-24 25-34 35-44 45-54 55-64 65+ 0.7% 0% 4.3% 7.9% 14.3% 17.9% 50% Profileofrespondents Thisisthepharmacythattherespondentchoosesto visitifpossible Thisisoneofseveralpharmaciesthatthe respondentuses Thispharmacywasjustconvenientonthedayfor therespondent 67.9% 18.6% 6.4% Howourcustomersratedthispharmacyoverall,takingintoaccountthestaff,theshopandtheserviceprovided Percentageofcustomersratingusgood,verygoodorexcellent 93.5%