1. Analysis of Patient Questionnaire Park End Surgery 2013/14 As presented to PPG 13.2.14

2. Statistics 1867 invitations by email 50 bounced emails 77 opted out of using survey monkey

3. Responses Within 24 hours we had had 287 responses. Final total was 534 responses of which 517 completed all questions 390 electronic responses 144 paper responses from both sites

14. Comments Waiting room is all clean and tidy We are very pleased with an all round good service All my queries over my health are answered I’ve never felt dismissed or hurried You’re all good as gold Wonderful, exceptional, really nice Great no nonsense response Truly professional

15. Comments Waiting room is too quiet Machine in the waiting room should be more private Surgery is too hot Difficult parking at busy times Pre-recorded message is annoying Rarely apologise – even when running hour late Difficult to find for a new-comer, no signs Don’t like that my name is up for everyone to see, can’t we go back to a number system?

16. Receptionists Rude & abrupt on the phone Do not welcome you Unfriendly, uncaring & look miserable Working under too much pressure Excellent Friendly and quick to help Lovely and receptive

17. PPG Meeting for 13 th Feb Using the same emails as for the survey we invited 1720 patients to the PPG meeting. Two emailed back and sent apologies & asked for the minutes