Patient Survey October 2024

How easy or difficult is it to contact us by phone?

I haven't tried

Very easy

Fairly easy

Neither easy nor difficult

Fairly difficult

Very difficult

How easy is it to contact us using our website?

I haven't tried

Very easy

Fairly easy

Neither easy nor difficult

Fairly difficult

Very difficult

How easy or difficult is it to contact us using the NHS App?

I haven't tried

Very easy

Fairly easy

Neither easy nor difficult

Fairly difficult

Very difficult

Overall, how helpful do you find the reception and administrative team?

Very helpful

Fairly helpful

Not very helpful

Not at all helpful

I don't know

Which if the following online services have you used in the last 12 months? By online we mean on the website or smartphone app. Please put an X in all the boxes that apply

Booking appointments

Filling in an online form to give information about a health issue (for example, to ask for an appointment or advice)

Ordering repeat prescriptions

Accessing medical records

Registering with the practice

Finding out test results

Making an administrative request (for example, requesting a fit note)

None of these

Is there a particular healthcare professional at the practice you usually prefer to see? This could be a Nurse, GP or other health professional

Yes

If you answered yes to the previous question how often do you get to see or speak to your preferred healthcare professional when you ask to?

Always or almost always

A lot of the time

Sometimes

Never or almost never

I haven't tried

Thinking about the last time you contacted the practice, how did you try to contact us?

I phoned the practice

I visited in person

Online, using the practice website

Online, using the NHS App

Online, using a different website

Another way

If you phoned the practice - What happened when you phoned us on that occasion?

My call was answered straight away

My call was held I a queue and I waited until someone answered

My call was held is a queue and I asked for a call-back through the an automated system

My call was held in a queue but I didn't wait for anybody to answer

My call wasn't answered at all

Once you had contacted us did you know what the next step in dealing with your request would be? For example, the next step could have been someone contacting you, being asked for more information or having an appointment booked.

Yes

I was told to contact the practice again another da, as they couldn't help me that day

I couldn't contact the practice

If you answered yes to the last question, how soon after you contacted us did you know what the next step would be?

There and then

Later on the same day

The next day

After two or more days

I can't remember

How did we deal with your request Put an X in all the boxes that apply

booked in for an appointment

given information about how to manage the health issue

prescribed medication

told to go to a pharmacy

told to contact NHS 111 or a different NHS service

told to go to urgent care

given help or information in another way

I don't know I can't remember

What did you do when you couldn't contact us or didn't know what the next step would be?

I tried to contact the practice again

I tried to treat myself or the person I was contacting the practice for

I asked a friend or family member for advice

I went to the pharmacy

I phoned NHS 111

I used NHS 111 online

I looked online for information

I went to A&E

I went to an urgent treatment centre

I tired a different NHS service

I tired to get information or advice from somewhere else

I didn't do anything

Overall, how would you describe your experience of contacting us on this occasion?

Very good

Fairly good

Neither good nor poor

Fairly poor

Very poor

When was your last GP practice appointment? Includes appointments with different healthcare professionals as different locations, whether online, by text, over the phone or in person

In the last 3 months

Between 30 and 6 months ago

Between 6 and 12 months ago

More than 12 months ago

I haven't had an appointment since being registered with my current GP

Did you do any of the following before trying to get an appointment with the practice? Tick all boxes that apply

I tried to treat myself

I asked a friend or family member for advice

I went to a pharmacy

I phoned NHS 111

I used NHS 11 online

I looked online for information

I tried a different NHS service

I tried to get information or advice from somewhere else

I didn't do anything before trying to get an appointment with the practice

Were you offered the following choices? Tick all boxes that apply

A choice of time or day

A choice of location (to see a healthcare professional in person)

I was not offered these choices

I didn't need a choice

I can't remember

How long after you first contacted us did the appointment take place?

On the same day

On the next day

A few days later

Between a week and two weeks later

More than two weeks

I can't remember

How do you feel about how long you waited for your appointment?

It was about right

It took too long

I don't know

How did your appointment take place?

Over the phone

Face to face at the practice

Face to face at a different general practice location

Face to face at home

Over a video call

By text message

By online message

Who did you have the appointment with?

A GP

A nurse

A pharmacist working at the practice

Another healthcare professional

I don't know

During your last appointment, how good was the healthcare professional at listening to you?

Very good

Fairly good

Neither good nor poor

Fairly poor

Very poor

I don't know or it didn't appply

During your last appointment, how good was the healthcare professional at treating you with care and concern?

Very good

Fairly good

Neither good nor poor

Fairly poor

Very poor

I don't know or it didn't apply

During your last appointment, how good as the healthcare professional at considering your mental wellbeing?

Very good

Fairly good

Neither good nor poor

Fairly poor

Very poor

I don't know or it didn't apply

Did you feel that the healthcare professional had all the information they needed about you?

Yes, definitely

Yes, to some extent

No, not at all

I don't know or it didn't apply

Did you have confidence and trust in the healthcare professional you saw or spoke to?

Yes, definitely

Yes, to some extent

No, not at all

I don't know or it didn't apply

At your last appointment were you involved as much as you wanted to be in decisions about your care and treatment?

Yes, definitely

Yes, to some extent

No, not at all

I don't know or it didn't apply

Thinking about the reason for your last appointment, were your needs met?

Yes, definitely

Yes, to some extent

No, not at all

I don't know

Overall, how would you describe your experience of our practice

Very good

Fairly good

Neither good nor poor

Fairly poor

Very poor

Some questions about you How old are you?

Under 16

16-17

18-24

25-34

35-44

45-54

55-64

65-74

75-84

85 or over

I would prefer not to say

Which of the following best describes you?

What is you ethnic origin?

English, Welsh, Scottish, Northern Irish or British

Irish

Any other white background

White and black Caribbean

White and back African

White and black Asian

Any other mixed or multiple ethnic background

Indian

Pakistani

Bangladeshi

Chinese

Any other Asian background

Caribbean

African

Any other Black, Black British, Caribbean or African background

Arab

Any other ethnic group

I would prefer not to say

Thank you for taken our survey

The Elmhurst Practice

Patient Survey October 2024

Patient Survey October 2024