1. Patient Questionnaire

2. Overview 675 questionnaires distributed 304 responses received Age range from 13 – 94 Gender –Females 185 –Males 118 –No answer 1

3. Questionnaire Ethnic Profile Language Profile 280 – English Speaking1- Chinese 15 – Punjabi2 - Polish 2 – Urdu1 - Vietnamese 1 – Zulu10 – no answer

26. Comments Out of 304 Questionnaires received 110 comments were made –Telephone comments – 36 –Appointment comments – 35 –Other comments – 39 Positive comments – 19 Negative comments – 20

27. Telephone Comments “A queuing system on the phone is required” “Appointment booking on the phone is a joke” “Hard to get an appointment on the phone” “Getting through at 8am is a nightmare” “Sometimes unable to get through by phone until very late only to be told no appointments available” “Telephone system cutting you off as reception staff are busy and having to start trying to get through again is very frustrating especially if you are unwell” “Terrible policy of calling on the day” “The main problem is not being able to book in advance trying to get through @ 8am is usually a nightmare and sometimes when you do get through you cant always get an appointment”

28. Appointment Comments “Unable to book in advance” “Working people disadvantaged”, “the only problem is if you work full time you cannot get appointments” “Continuity of care is important..”, “difficult to get an appointment never with Dr I would prefer” “Getting access to a doctor I find is very difficult especially if it is urgent and needed the same day” “more evening walk in appointments would be useful”

29. Negative Comments –“Rooms need soundproofing” –“Not enough parking” –“I do not understand why we cannot order prescriptions by phone” –“The boards look too packed and perhaps a little confusing” –“No Saturday opening”

30. Other Comments Positive Comments –“all staff, reception and doctors alike are always professional” –“excellent surgery offering a wide range of services” –“fantastic - all have helped me over the last 10 years” –“Generally the practice has a very good policy in running what is a hard institution to please.”

31. A big thank you to all the members of staff who have worked very hard to type out and collate this survey. Thank you to all those who took part in the survey and gave valuable feedback. To the members of the PPG and reference group for their input in distribution. This information has been collated and a strategy for problem solving has been sent to our patient reference group for their comment and approval prior to implementation. More details will be available by newsletter – available online or at the surgery