Moulsham Lodge Surgery. Results Summary % (17) 7.3% (12) Matrix Charts Please select one Percent Total

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1 Moulsham Lodge Surgery Results Summary 1. Page 1 1. What is your age group? Please select one % (0) 7.3% (12) 10.3% (17) 18.2% (30) 27.9% (46) 36.4% (60) 165 answered 165 skipped 1 Matrix Charts 1.1. Please select one % % % % % % 60 answered What is your gender? 1 Male 40.51% 64 2 Female 59.49% 94 answered 158 skipped 8 3. What is your ethnic group? 1 White 0.00% 0 2 English 90.80% 148

2 3. What is your ethnic group? 3 Other British 4.29% 7 4 Irish 0.61% 1 5 Any Other White background 0.00% 0 6 Mixed 0.00% 0 7 White and Black Caribbean 0.61% 1 8 White and Black African 0.00% 0 9 White and Asian 0.00% 0 10 Any Other Mixed background 0.00% 0 11 Asian or Asian British 0.00% 0 12 Indian 1.23% 2 13 Pakistani 0.00% 0 14 Bangladeshi 0.00% 0 15 Chinese 0.00% 0 16 Any Other Asian background 1.23% 2 17 Black or British Black 0.00% 0 18 Caribbean 0.61% 1 19 African 0.61% 1 20 Any Other Black background 0.00% 0 21 Other ethnic group 0.00% 0 22 Arab 0.00% 0 23 Gypsy/Romany/Irish Traveller 0.00% 0 24 Any Other 0.00% 0 answered 163 skipped 3 4. Which one of these best describes your current situation? 1 In paid work (including selfemployment) 44.85% 74 2 Temporarily off sick from my job 0.61% 1 3 Unemployed 1.82% 3 4 Retired from paid work 40.61% Unable to work because of longterm disability or ill health Looking after the family, home or dependants 4.24% % 9

3 4. Which one of these best describes your current situation? 7 In full-time education or training (including government training programme) 1.21% 2 8 Other 1.21% 2 answered 165 skipped 1 5. In general, would you say your health is: 1 Excellent 8.13% 13 2 Very Good 28.75% 46 3 Good 36.25% 58 4 Fair 21.88% 35 5 Poor 5.00% 8 answered 160 skipped 6 6. How easy is it to get through to the surgery by phone at the following times? Before 09:00 Between 09:00 and 12:30 After 13:30 Answers for: Comments: Very easy Easy Average Difficult 5.3% (8) 11.0% (14) 14.2% (18) 13.3% (20) 34.6% (44) 48.8% (62) 28.7% (43) 44.1% (56) 33.1% (42) 32.7% (49) 7.9% (10) 3.9% (5) Very difficult 20.0% (30) 2.4% (3) 0.0% (0) answered 159 skipped 7 23 answers 1 28/02/13 2:14PM 2 28/02/13 9:29PM 3 01/03/13 11:54AM Getting through to the surgery is the very worst thing and I dread having to do it always very satisfied You have to be on the phone dead on /03/13 11:59AM Could you consider a pre-recorded message to advise that there are no further appointments available when people ring at 8am...Hopefully only those people who need to speak to a

4 6. How easy is it to get through to the surgery by phone at the following times? Very easy Easy Average Difficult receptionist will then hang on Very difficult 5 01/03/13 12:02PM 6 01/03/13 12:07PM 7 06/03/13 8:51AM Never had any problems getting through It is very hard to get through befor 900. When you do all the appointments have gone. Usually call in the morning if its for children 8am. By the time I get through all the appts are gone. 8 06/03/13 10:37AM As iit takes so long to get appts in advance phoning on the day is not good enough. When you work it is very difficult 9 06/03/13 10:39AM 10 06/03/13 10:47AM 11 06/03/13 10:52AM 12 07/03/13 9:01AM 13 07/03/13 9:25AM 14 07/03/13 9:29AM 15 08/03/13 3:49PM 16 08/03/13 7:14PM I never try - I attend in person to make an appt it can vary a little but in general the above applies I have always phoned before 9am so i don't know about other times An improved booking system on the day is required I hate the 8am routine - By this time I am 30 mls away at work to be told to come in at 11!! Dont like ringing in morning to book appointment for same day when I have tried day before Hate calling at 8am as by the time i get thru,there are never any appointments left!!!!! We are told to ring at 8am if you want appointment that day but it can take half an hour to get through so by that time all the appointments have gone!! Even though we have number on speed dial and try every 30 seconds!! 17 08/03/13 8:02PM 18 11/03/13 1:26PM 19 11/03/13 4:58PM Always hard to get in on 8am urgent call, I have phoned early in the morning by 8:15 and been told there were no appointments available. I have now resulted to getting waiting outside the surgery until the doors are open to ensure I get an appointment. This is not satisfactory /03/13 12:11PM phoning at 8am is difficult because I'm at work by then and I don't have time to hold on. If i call later all the appointments have gone 21 18/03/13 8:59AM 22 20/03/13 8:15AM Booking system is a disaster. I travel a lot so cannot ring in the morning whenever I ring at 8:00 I can never get through. It takes 4 or 5 minutes of constant redialling only to be told there are no appointments left. Can someone explain how it is possible for all appointments to have been taken within 4 minutes! Disgraceful /03/13 9:04AM I have had to start coming down to the surgery at 8am on the day I need an appt as the phone lines are always so busy before 9am then by 830am all appointments have gone for the day Matrix Charts

5 6.1. Before 09:00 1 Very easy 5.33% 8 2 Easy 13.33% 20 3 Average 28.67% 43 4 Difficult 32.67% 49 5 Very difficult 20.00% 30 answered Between 09:00 and 12:30 1 Very easy 11.02% 14 2 Easy 34.65% 44 3 Average 44.09% 56 4 Difficult 7.87% 10 5 Very difficult 2.36% 3 answered After 13:30 1 Very easy 14.17% 18 2 Easy 48.82% 62 3 Average 33.07% 42 4 Difficult 3.94% 5 5 Very difficult 0.00% 0 answered How do you rate the way you are treated by receptionists at your practice? 1 Excellent 55.56% 90 2 Good 32.72% 53 3 Average 11.11% 18 4 Poor 0.00% 0 5 Very poor 0.62% 1 answered 162 skipped 4 Answers for: Comments: 17 answers 1 28/02/13 2:14PM This does vary so much. A great deal depends on the person in reception and if they seem to take on board your problems. Some seem to be 'reading from a script' and others do not. Some I

6 7. How do you rate the way you are treated by receptionists at your practice? would put in the 'good' category and others in 'poor' 2 28/02/13 3:54PM 3 28/02/13 6:08PM 4 28/02/13 9:29PM 5 06/03/13 10:47AM 6 06/03/13 10:52AM 7 07/03/13 9:01AM Most receptionists are helpful. I think there are times when they need to be more patient centred and remember that their conversations on the phone and with each other can be heard in the waiting room approachable. pleasant. could not be better See below, the same applies I have always found the staff kind and helpful Recently a bit rude which was not necessary 8 08/03/13 12:29PM I think this needs to be improved, particualrly when speaking with someone from an ethnic minority. I find the customer service, at best, pretty patronsing, on the few times I have been, as well as on the phone. 9 08/03/13 3:49PM 10 08/03/13 7:14PM 11 11/03/13 1:26PM 12 11/03/13 4:58PM 13 16/03/13 12:11PM 14 18/03/13 9:05AM 15 18/03/13 9:56AM 16 20/03/13 8:15AM 17 25/03/13 9:04AM They are usually very pleasant Some are better than others - a warm smile is always welcome! Only thing is its not very private when the receptionist asks you what's wrong & where your rash is infront of all other patience standing beside you! Also the blood pressure monitor is not private either. I suffer with chronic depression. I've often been told there are no appointments to see a dr and some of the receptionists appear to be unsympathetic to my needs. They work very hard and stay calm when patients are upset or demanding Some are better than others She want to know why you want to see dr. That is for dr to know otherwise she is very nice Condescending and unhelpful. Will do all they can to answer youe questions, meet and greet with a smaile. During my recent 6 months off work poorly, they were all brilliant, it was lovely that they remembered who I was \ why I was signed off and always wished me better 8. How easy is it to get a doctor or nurse to phone you back with advice? 1 Very easy 29.69% 38 2 Easy 42.97% 55

7 8. How easy is it to get a doctor or nurse to phone you back with advice? 3 Average 25.00% 32 4 Difficult 1.56% 2 5 Very difficult 0.78% 1 answered 130 skipped 36 Answers for: Comments: 8 answers 1 28/02/13 1:15PM 2 28/02/13 9:29PM Never asked for it or had it happen very helpfull 3 06/03/13 10:47AM In the 40 years myself and my husband (& 3 children) have been more than satisfied with all aspects of Moulsham Lodge Surgery 4 06/03/13 10:52AM 5 09/03/13 5:31PM 6 12/03/13 11:35AM 7 16/03/13 12:11PM 8 25/03/13 9:04AM I have give my mobile number and have been phoned back the same day Nurses only. I've never asked a doctor to phone me and didn't know it was possible. Never tried this very good service I understand how busy the surgery is, but perhaps a more specific time indicated as to when the nurse is likely to ring you back would be extremely helpful, I do however appreciate that this will not always be possible. Nurse I spoke to over the phone most recently was fantastic, gave me lots of advice, listened to my symptoms and was caring and concerned. 9. Which of the following statements best sums up how you feel about the hours the practice is open for appointments I am happy with the current opening hours I would like the practice to be open earlier in the morning or later in the evening I would like the practice to be open on Saturdays I would like the practice to be open earlier in the morning, later in the evening and on Saturdays 62.18% % % % 27 5 Other (please specify): 0.64% 1 Answers for: Other (please specify): skipped 9 1 answers

8 9. Which of the following statements best sums up how you feel about the hours the practice is open for appointments 1 09/03/13 6:27PM i would like it to be open all day,as it is closed for lunchtime Answers for: Comments: 15 answers 1 28/02/13 1:15PM 2 28/02/13 2:14PM 3 28/02/13 6:08PM 4 28/02/13 9:29PM 5 06/03/13 10:37AM 6 06/03/13 10:52AM 7 07/03/13 9:25AM 8 08/03/13 7:14PM 9 09/03/13 5:31PM 10 12/03/13 11:35AM 11 16/03/13 12:11PM 12 18/03/13 8:47AM 13 18/03/13 8:59AM 14 18/03/13 9:51AM 15 25/03/13 9:04AM Whilst basically happy, I can see the benefit to hopening on Saturday Out of hours doctors must have access to patient's current treatments. Sometimes they request information that is not clearly known or understood by the patient or relative. perhaps 1 day a week early & late openings happy as it is The surgery should at least be open on Saturday mornings for emergencies This is only because I am at work during the week THe current set up has always been grossly inadequate we work too and our time is costly Please take into account patients who work in London or further afield. It's extremely difficult and sometimes impossible to get an appointment in the early evening (after 5pm). I am now working full time hours and cannot get there during the day without taking a days holiday. I work in london and ineed an appointment after 6 - These are very difficult to get. Eariler / later appointments for those who work Illness does not take the weekend off! I would just like to be able to book an appointment to suit my travel schedule Do not trust OOH doctors I think everyone at the practice works long enough hours as it!! no change in my opinion. 10. In the past 12 months, how many times have you seen a doctor from your practice? 1 Not at all 10.00% 16 2 Once or twice 25.63% 41 3 Three or four times 30.63% 49 4 Five or six times 21.88% 35

9 10. In the past 12 months, how many times have you seen a doctor from your practice? 5 Seven times or more 11.88% 19 answered 160 skipped How quickly can you usually get to see your preferred doctor? 1 The same day 22.00% 33 2 The next day 6.67% 10 3 Within 3 days 10.00% 15 4 Within a week 30.67% 46 5 It is virtually impossible to see my preferred doctor Answers for: Comments: 30.67% 46 answered 151 skipped 15 8 answers 1 28/02/13 2:14PM 2 28/02/13 3:54PM 3 28/02/13 9:29PM For urgent things it is very difficult to see the doctor or choice. Calling at 8am results in being offered no appointment and. Being asked to call at 8am next day. This results in the same again. It is all 'pot luck' I think there should have been another here because I do not believe it is impossible but often times I have to wait more than a week to see a preferred doctor great service 4 28/02/13 10:49PM I usually have to book about 2 weeks in advance to see my preferred doctor, I don't think I have ever been able to see my doctor within a week, never within 3 days. 5 08/03/13 7:14PM 6 09/03/13 5:31PM 7 11/03/13 4:58PM We are told we can't make appointments a few days/week plus ahead but to ring on the day at 8am as my comment above, which is crazy!! Not impossible but often over a week to wait. I've tried to book my preferred dr in advance but have even found this difficult 8 12/03/13 11:35AM I had to wait just short of 4 weeks to see any doctor for mey requested time and was told by reception it's difficult to get doctors who will work in the evening. I was not impressed given the very long hours I do in my profession. 12. If you don't mind which doctor you see how soon can you get an appointment? 1 The same day 59.57% 84

10 12. If you don't mind which doctor you see how soon can you get an appointment? 2 The next day 9.22% 13 3 Within 3 days 12.06% 17 4 Within a week 12.77% 18 5 It is virtually impossible to see any doctor Answers for: Comments: 6.38% 9 answered 142 skipped 24 7 answers 1 28/02/13 2:14PM 2 07/03/13 5:09PM 3 08/03/13 7:14PM 4 09/03/13 5:31PM 5 09/03/13 6:27PM 6 12/03/13 11:35AM 7 15/03/13 1:17PM This also varies a great deal. Almost every time I try to make an appointment I am told there are no pre-bookable appointments so I should phone on the day for an emergency appointment, when I do I am asked if it is an emergency, if I say no I get told I cannot have an appointment and to go the walk in center so I have to say yes even though I wouldn't really call the reason a medical emergency, I have also heard other people being told this when I am in the surgery waiting, this is a good surgery but the system with appointments is a real problem. As previous really!! if urgent have normally been seen the same or next day. if i call in the morning i can usally get apointment that day Over a week usually If I manage tp get through on the phone before all appointments are gone I can usually get an appointment for the same day. Often though I try lots of times and when I eventually get through I am told all appointments for that day are gone. I have been told it is not possible to book appointments for the next day and usually am quoted 2 weeks for a bookable appointment 13. Which of the following best sums up your experience when attending for an appointment? 1 2 My appointment always starts on time My appointment usually starts on time 1.96% % 66 3 My appointment rarely starts on time 45.10% 69 4 My appointment never starts on time 9.80% 15 answered 153 skipped 13 Answers for: Comments: 12 answers 1 28/02/13 A couple of times the appointment has been more than 40 minutes late which I think is FAR too

11 13. Which of the following best sums up your experience when attending for an appointment? 1:15PM late. 2 28/02/13 2:14PM 3 28/02/13 3:54PM 4 28/02/13 6:08PM 5 01/03/13 11:59AM 6 06/03/13 10:37AM 7 07/03/13 9:25AM 8 08/03/13 7:14PM 9 12/03/13 11:35AM Some doctors are more prompt than others. I have waited more than half or three quarters of an hour. But some are very much more time aware. I am not entirely sure I care much about this as there have been times when my appointments have run later than expected. If I expect a level of care for myself then I need to extend that to other patients too but understand and prepared to wait. INR Blood test appointments are invariably upt o 25 minutes late if you have set time slots for appts they should be kept to and not overrun Surgery has never catered for those who work nor appeared to have done anything to compromise Whenever I attend I'm never seen on time and very rarely get an apology. Sonetimes it's been an hour or over!! My last appointment was 45 minutes late and i received no apology from the Doctor 10 16/03/13 12:11PM I have heard others complaining about this but I would rather the doctor takes the time needed with me than be watching the clock 11 18/03/13 9:43AM 12 25/03/13 9:04AM How can an 08:50 appt be 30 minutes + late?? I understand that if a dr or nurse is running late this will impact the time I am seen, not usually a problem, I understand. The care this practice has provided for me over the last few months has been incredible thank you/ 14. Thinking about when you consult your doctor, how do you rate the following: (5=Excellent - 1=Poor) How thoroughly the doctor asks about your symptoms and how you are feeling? How well the doctor listens to what you had to say? How well the doctor puts you at ease during your physical examination? How much the doctor involves you in decisions about your care? How well the doctor explains your problems or any treatment that you need? The amount of time your doctor spends with you? % (1) 0.6% (1) 0.7% (1) 1.9% (3) 0.7% (1) 1.3% (2) 2.5% (4) 3.8% (6) 2.7% (4) 5.2% (8) 3.9% (6) 6.5% (10) 16.6% (26) 12.8% (20) 11.3% (17) 13.6% (21) 15.1% (23) 16.2% (25) 26.1% (41) 26.3% (41) 28.7% (43) 30.5% (47) 28.9% (44) 33.1% (51) 54.1% (85) 56.4% (88) 56.7% (85) 48.7% (75) 51.3% (78) 42.9% (66)

12 14. Thinking about when you consult your doctor, how do you rate the following: (5=Excellent - 1=Poor) The doctor's patience with your questions or worries? The doctor's caring and concern for you? % (2) 1.3% (2) 3.3% (5) 4.0% (6) 16.3% (25) 14.8% (22) 24.8% (38) 25.5% (38) 54.2% (83) 54.4% (81) skipped 9 Matrix Charts How thoroughly the doctor asks about your symptoms and how you are feeling? % % % % % How well the doctor listens to what you had to say? % % % % % How well the doctor puts you at ease during your physical examination? % % % % % How much the doctor involves you in decisions about your care? % % 8

13 14.4. How much the doctor involves you in decisions about your care? % % % How well the doctor explains your problems or any treatment that you need? % % % % % The amount of time your doctor spends with you? % % % % % The doctor's patience with your questions or worries? % % % % % The doctor's caring and concern for you? % % % % % 81

14 15. If you have seen a practice nurse in the last year, how do you rate the following: (5=Excellent - 1=Poor) How thoroughly the nurse asks about your symptoms and how you are feeling? How well the nurse listens to what you had to say? How well the nurse explains your problems or any treatment that you need? The quality of care the nurse provided % (1) 0.8% (1) 0.8% (1) 0.0% (0) 3.9% (5) 5.5% (7) 3.9% (5) 3.9% (5) 10.9% (14) 9.4% (12) 11.7% (15) 8.6% (11) 28.1% (36) 28.1% (36) 27.3% (35) 27.3% (35) 56.3% (72) 56.3% (72) 56.3% (72) 60.2% (77) answered 129 skipped 37 Matrix Charts How thoroughly the nurse asks about your symptoms and how you are feeling? % % % % % 72 answered How well the nurse listens to what you had to say? % % % % % 72 answered How well the nurse explains your problems or any treatment that you need? % % % % % 72 answered 129

15 15.4. The quality of care the nurse provided % % % % % 77 answered 129