Community Pharmacy Patient Questionnaire Analysis Report 2016-2017 Elliot Street Pharmacy, 177 Elliot Street, Tyldesley M29 8DR Data Analysis Number of patients surveyed: 174 Q1 Why did you visit this pharmacy today? Prescription for self Prescription for someone else Prescription for both Other reason Other Reasons: 96 55 55.5 Advice on insect bite 42 24 24.3 34 20 19.7 1 1 0.6 1 1 Prescription for self Prescription for someone else Prescription for both Other reason Q2 If you collected a prescription today, were you able to collect it straight away, did you have to wait in the pharmacy or did you come back later to collect it? Straight away Waited in pharmacy Came back later 89 51 53.3 60 34 35.9 18 10 10.8 7 4 Straight away Waited in pharmacy Came back later Q3 How satisfied were you with the time it took to provide your prescription and/or any other NHS services you required? t at all satisfied t very satisfied Fairly satisfied Very satisfied 41 24 24.1 129 74 75.9 4 2 t at all satisfied t very satisfied Fairly satisfied Very satisfied Q4 Thinking about any previous visits as well as today's, how would you rate the pharmacy on the following factors? Q4 a) The cleanliness of the pharmacy 10 6 5.8 162 93 94.2 2 1 (The lighter the graph on the right is, the more pleased your patients are with the cleanliness of your pharmacy) 1
Q4 b) The comfort and convenience of the waiting areas 16 9 9.3 157 90 91.3 1 1 (The lighter the graph on the right is, the more pleased your patients are with the comfort of the waiting area.) Q4 c) Having in stock the medicines/appliances needed 12 7 7.0 156 90 90.7 6 3 (The lighter the graph on the right is, the more pleased your patients are with the stock in your pharmacy.) Q4 d) Offering a clear and well organised layout 10 6 5.8 164 94 95.3 0 0 (The lighter the graph on the right is, the more pleased your patients are with the layout of your pharmacy.) Q4 e) How long you have to wait to be served 13 7 7.6 159 91 92.4 2 1 (The lighter the graph on the right is, the more pleased your patients are with waiting times.) Q4 f) Having somewhere available where you could speak without being overheard 1 1 0.6 13 7 7.6 154 89 89.5 6 3 3.5 (The lighter the graph on the right is, the more pleased your patients are with the soundproof arrangements) 2
Question 4 Summary of positive comments (fairly good and above) a) Cleanliness b) Waiting areas c) Stock levels d) Organised layout e) Waiting times f) Soundproof facilities Average Question 4 score is 98.3 % Score 97 100 96 100 98 96 94 92 90 88 86 84 82 80 a) b) Waiting Cleanliness areas c) Stock levels d) Organised layout e) Waiting times f) Soundproof facilities Q5 Including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff? Q5 a) Being polite and taking the time to listen to what you want 165 95 95.9 0 0 (The lighter the graph on the right is, the happier your patients are with staff's politeness and time giving.) Q5 b) Answering an queries you have 163 94 94.8 2 1 (The lighter the graph on the right is, the happier your patients are with staff's answering of their queries.) Q5 c) The service you received from the pharmacist 163 94 94.8 2 1 (The lighter the graph on the right is, the happier your patients are with the service from the pharmacist.) 3
Q5 d) The service you received from the other pharmacy staff 164 94 95.3 1 1 (The lighter the graph on the right is, the happier your patients are with the service from other pharmacy staff.) Q5 e) Providing an efficient service 163 94 94.8 2 1 (The lighter the graph on the right is, the happier your patients are with the efficiency of service.) Q5 f) The staff overall 8 5 4.7 165 95.0 1 1 (The lighter the graph on the right is, the happier your patients are with the staff overall.) Question 5 Summary of positive comments (fairly good and above) a) Being polite and taking time b) Answering patient queries c) Service received by pharmacist d) Service received by other staff e) Providing an efficient service f) The staff overall Average Question 5 score is.2 % Score 100 100 98 97 96 95 94 93 92 91 90 a) Being polite and taking time b) Answering patient queries c) Service received by pharmacist d) Service received by other staff e) Providing an efficient service f) The staff overall 4
Q6 Thinking about the times you have used this pharmacy, how well do you think it provides the following services? Q6 a) Providing advice on current health problems or longer term health condition 12 7 7.0 109 63 63.4 53 30 (The lighter the graph on the right is, the happier patients are with healthcare advice.) Q6 b) Providing general advice on leading a more healthy lifestyle 11 6 6.4 102 59 59.3 61 35 (The lighter the graph on the right is, the happier patients are with lifestyle advice.) Q6 c) Disposing of medicines no longer used 57 57.6 66 38 (The lighter the graph on the right is, the happier patients are with medicine disposal service.) Q6 d) Providing advice on health services or information available elsewhere 8 5 4.7 94 54 54.7 72 41 (The lighter the graph on the right is, the happier patients are with other healthcare advice and information.) Question 6 Summary of positive comments (fairly good and above) a) Advice on health condition b) Advice on lifestyle c) Medicine disposal d) Providing advice on other information sources Average Question 6 score is 63.8 % Score 70 65 62 59 100 80 60 40 20 0 a) Advice on health condition b) Advice on lifestyle c) Medicine disposal d) Providing advice on other information sources 5
Q7 Have you ever been given advice about any of the following by the pharmacist or pharmacy staff? a) Stopping smoking 22 12.6 13.3 143 82.2 86.7 9 5.2 174 100.0 100.0 b) Healthy eating 16 9.2 9.7 143 82.2 86.7 15 8.6 174 100.0 100.0 c) Physical exercise 14 8.0 8.5 145 83.3 87.9 15 8.6 174 100.0 100.0 Question 7 Summary Stopping smoking Healthy eating Exercise 12.6 82.2 9.2 82.2 8.0 83.3 Stopping smoking Healthy eating Exercise 100.0 90.0 80.0 70.0 60.0 50.0 40.0 30.0 20.0 10.0 0.0 Stopping smoking Healthy eating Exercise Q8 Which of the following best describes how you use this pharmacy? This is the pharmacy that you choose to visit if possible This is one of several pharmacies you use when you need to This pharmacy was just convenient for you today 118 67.8 70.2 24 13.8 14.3 26 14.9 15.5 6 3.4 174 100.0 100.0 This is the pharmacy that you choose to visit if possible This is one of several pharmacies you use when you need to This pharmacy was just convenient for you today 6
Q9 Finally, taking everything into account - the staff, the shop and the service provided - how would you rate the pharmacy where you received this questionnaire? Poor Fair Good Very Good 0 0.0 0.0 1 0.6 0.6 7 4.0 4.1 39 22.4 22.8 124 71.3 72.5 Excellent 3 1.7 174 100.0 100.0 Poor Fair Good Very Good Excellent Q10 Any comments about how the service in this pharmacy can be improved. Please see the end of this report for patient comments. Q11 Age 16-19 20-24 25-34 35-44 55-65 65+ Answer % 0 0.0 10 5.7 18 10.3 43 24.7 39 22.4 45 25.9 19 10.9 174 100.0 16-19 20-24 25-34 35-44 55-65 65+ Q12 Gender Male Female Answer % 48 27.6 48 27.6 78 44.8 174 100.0 Male Female Q13 Which of the following best applies to you: Have or care for children under 16 Are a carer for someone with longstanding illness Neither Answer % 77 44.3 4 2.3 77 44.3 16 9.2 174 100.0 Have or care for children under 16 Are a carer for someone with longstanding illness Neither 7
CUSTOMER COMMENTS FROM Q10 This is an excellent pharmacy - staff always polite and efficient. Never a problem with repeat prescriptions which I have had with other pharmacies! Great staff, very helpful. Always ready to help. Always helpful. Friendly service, very helpful. Always willing to help. The staff are very helpful and polite and go out of their way. This pharmacy does not need to be improved. Excellent service. Good facilities. Excellent always. Very helpful at all times, an overall excellent service. Always ready to listen. Always pleasant and informative staff. thing is too much trouble. Would recommend to others. Helpful, go out of their way to help. I have been coming since being pregnant over 4 years ago. I would not use another! Always happy to help and fast efficient service every time. Always prepared to listen and give good advice. The staff are really friendly and helpful, even their delivery driver. We need more chemists like this!! A* service. improvement needed! Couldn't ask for any better service. Best friendliest chemist I've ever used. Always there to help much appreciated. More staff at counter. DO NOT FORGET TO COMPLETE THE 'SUMMARY OF ACTIONS' SHEET ON THE NEXT PAGE. 8
SUMMARY OF ACTIONS NAME OF CONTRACTOR:.... Key: NAN Action Needed Any issue arising for Action by contractor (list the issue) Question 3: Comments: (please write comments when Action is taken to address the issue) Question 4a: Question 4b: Question 4c: Question 4d: Question 4e: Question 4f: Question 5a: Question 5b: Question 5c: Question 5d: Question 5e: 9
Question 5f: Question 6a: Question 6b: Question 6c: Question 6d: Question 7a: Question 7b: Question 7c: Question 9: Question 10: COMMENTS: 10