1. Surveyed between October & November 2013 Dr S Balasanthiran Ashby Clinic

2.  Total number of patients is 2886  194 patients responded to the survey ◦ 6.7% of the patient population

3. AgeGender

4. Ethnic Origin Number of years attending this practice

5.  Most patients surveyed were asked to do so when waiting for their appointment  Others were targeted to reflect diversity in ethnic minorities

6. Speed call was answeredSpeed call was transferred

7. Time waiting for appointment Seeing Doctor/Nurse of your choice Convenience of appointment

8. Time waiting to check in Time waiting to see Doctor or Nurse

9. Telephone AppointmentsHome Visits

10. Extended Hours  Action Points ◦ Need more awareness about alternative and additional services

11. Ready on timeCorrectly issued

12. Handling of prescription queries

13. Informed when results would be ready Results ready when expected

14. Satisfactory information given about results Manner in which results were given

15. HelpfulnessInformation given

16. HelpfulnessInformation given

18.  “Dr Bala and nurse Bala have looked after me and my family for many years especially my grandparents, they are a lovely couple and are very caring and supportive. Many thanks to them both”  “I have noticed a huge difference recently in how the practice operates and it is a lot better which I am pleased about. All the staff seem as though they genuinely want to help. Thank you”  “I have always been able to get an appointment as required. Whenever I have needed a same day appointment for my son the practice have been extremely helpful in doing this”  “Dr Bala is a wonderful doctor - very thorough, hope he doesn't retire”  “They are always cheerful and polite and do as much as they can for you. Keep up the good work!”  “Reception staff are much more helpful and friendlier than the old ones”  “I am very much satisfied with the services provided by this clinic. Thank you.”  “Dr Bala is a great doctor whom I prefer to see. Nurse Gandhi and blood nurse are also worth a mention. Totally satisfied”  “Don’t like not being able to phone for repeat prescription - have to come in. Do not do email or computer,having to look after disabled husband”  “people working the same hours find it difficult to get an appointment when they are at work”  “Removal of telephone scripts before computer option available was a poor decision”