Patient Questionnaire Results

1. Patient Questionnaire Results Mundesley Medical Centre 2013/14

2. The survey was conducted between 11th November & 3rd February. The survey was conducted online using “Survey Monkey”. There was a link from the practice website. The survey was open to anyone regardless of whether they were seen at the practice during the survey period. Background

3. Patients were notified of the survey via the patient newsletter, website, e-mail and on the television screen. 118 surveys were completed. The majority of surveys were completed online but around 60 were given to patients on paper to complete of which 17 were returned which were later transferred to the online survey. 101 surveys were completed online. Collecting Results

4. All patients with an e-mail address were contacted when the survey opened and this lead to an initial peak in completing the form. This tailed off, despite the survey being advertised in the practice and on the website. • Paper surveys were given to patients attending the practice at the end of January to try to increase uptake but again the response rate was low.

5. Comments • As all questions were multiple choice a comments section was available after every answer. • All comments are displayed in this results presentation. They have not been altered or amended and are therefore displayed as written including any spelling or grammar errors.

6. How old are you?

8. How do you rate the way you are treated by our staff/team?

9. don't know what HCA means but overall excellent • Do not know the manager. • Do not knowingly come into contact with the Manager ot Admin team so cannot comment • DrH.Hall takes time to listen & has an excellent, professional manner • Have not seen a doctor for years so cannot comment • i have not met the manager • I am lucky so much does not apply • Sorry but I'mutable to comment on admin team or the manager because I don't know them • Have not been in contact with a manager • Always helpful, never rushed which is appreciated • One of the three lady Doctors is known by many patients to be, sharp, rude and un-caring with patients, great pity as l would have marked Excellent for Doctors if it were not for this individual • Don't know the manager, so cannot mark • Excellent service on ever visit

10. In the past 12 months, how many times have you seen a DOCTOR at Mundesley Medical Centre?

11. Always get seen soon as possible • Somewhat dismissive and inattentive. • ongoing problem • Dr.Harris-Hall • Helpful • patronising • Unfortunately not the same one each time. • do not be one minute late • DrFreeman • I've also had telephone appointments • My compliments to all Doctors bar one • ALTHOUGH DIFFERENT DOCTORS NO PROBLEM • Ish

12. In the past 12 months, how many times have you seen a PRACTICE NURSE at Mundesley Medical Centre?

13. always get the best they can offer get seen as soon as available • Very pleasant to speak to. Chatty and put me at ease. • They Always put me at ease, they are polite and helpful • Always well attended • usually very good • very efficiant • Ian • A very professional team, caring and supportive • ALL THE PNs ARE PLESANT AND EFFICIENT • Good guess • Cannot get past them!

14. In the past 12 months, how many times have you seen a PHLEBOTOMIST or HEALTH CARE ASSISTANT at Mundesley Medical Centre?

15. get seen very quickly • always helpful & professional • Suture removal • NO PROBLEMS • Good guess • Wil not see the phlebotomist

16. In the past 12 months, how many times have you seen any other clinician at Mundesley Medical Centre?

17. they accomadate you where they can • Dr.Maggio • Flue Jab • NO PROBLEMS • Medical students

18. Do you have a regular doctor that you prefer to see?

19. Dr Hallatt • Dr J-J-Harris-Hall, but he is retiring soon so i will miss him very much. but you have to expect them to leave at the time's best for them, since being with the practice i have had my up's and down but i have had respect form everyone of the staff + i could name all at one time, now i am only remembering a few. but you give them respect they will give it back to you. • Have found all the doctors i have seen are very helpful • DrHallett • Dr Harris Hall • I prefer to see Dr Harris Hall, but have no problem with the other Drs • Consistency for ongoing problem. With ongoing problem, somtimes have to wait some days to see same doctors due to doctors work shedule which may cause some stress, it is usually better to see same doctor with consistency

20. Dr Harris Hall • Dr Hallatt • Dr. H.Hall • Dr.Harris-Hall • Dr Hallatt • As I have not attended very often over last 12 months it is difficult to assess if I have a particular doctor I prefer. • DrHallat • DR. FREEMAN. • no preference, whoevers available • Dr Freeman or Dr Ashworth • Dr Harris-Hall • Dr Maggio • Dr Ashworth, DrHallet, Dr Maggio First Class • It does not seem possible to have a regular doctor? • Doctor Ashworth

21. How long are you prepared to wait to see your regular doctor for a routine/on going problem?

22. It depends how ill i am feeling (i will see anyone within reason • Decision may vary if condition was serious O K at present • It depends on the urgency of the problem • N/A • Happy to see another doctor if regular MD unavailable

23. Do you have a regular nurse that you prefer to see?

24. Holly Carol Manson and Pam • not fair to name them but they all support me and i have my life back to enjoy and see my grandchildren grow up i have (names & ages of grandchildren removed) very lovely • Carol • Iain Swetman • Pam Draper • all members of the team are excellent • Prefer Carol Manton but have difficulty getting appointment! • Carol.

25. How long are you prepared to wait to see your regular nurse for a routine/on going problem?

26. depends on problem • they know how to reat you respect always there • I don't think I know Pam

27. Thinking of times when you are willing to see ANY clinician, how quickly do you usually get to be seen, and how would you rate this? (Please choose one option from each column)

28. the reception team know how important you need to be deen • Relative received urgent burn treatment great.appreciated • Excellent Service • Ticked 5 days but was a long time. • Sometimes there are no free appointments on the website but they are avaible if you phone in

29. If you feel you need same day treatment or advice, can you normally receive this?

30. the staff + dispensary same always will help you where they can. i would hate to upset anyone and be asked to leave this practice(they support me totally) • N/A • Reception team very well trained & constructive • Although it is rare that I need this it should be always available • If phone near to 8.30 • Seen same if phoned by 0830 on that day • Reception staff are most helpful in this regard

31. How do you rate the ability to speak to a clinician on the telephone (via appointment)?

32. Dont phone • i am not very good on the phone (but i try) • good idea • Would prefer a telephone consult if the problem or condition was ongoing • If this does not become the norm • As long as this doesn't become the norm • Waited a week or more for this • had a phone appointment and never received call

33. Do you have access to the internet?

34. but would if i wanted too • arriving shortly • a small card with internet information could be useful • otherwise I wouldn't be filling in an online questionaire

35. Have you used any of the online services? Please give any feedback on these services.

36. my wife would do these • N/A • I would have liked to have booked a flu jab on your site. Also telephone slots on site not available. • not tried any of the above, only this survey to date • Not all staff are listed online. • Difficult to assess, I did not receive notification of annual diabetic review because my e-mail address had been incorrectly recorded subsequently I have received 2 e-mails and I would now rate service as good

37. Would you like training in using any of these services? Question 15

38. my wife would do these • NO • NO • N/A • No • Patient’s email address removed • Telephone system works well for me

39. Would you recommend Mundesley Medical Centre to your friends and family?

40. they are all supportive • Would like to stay with Mundesley when I move to Upper Sheringham in the next few months • the best treatment ever in 71yrs • I greatly appreciate the commitment of all Team members • I am relatively new to the service so cannot comment as yet • As the local Centre it should be the first choice

41. Have you used the 111 service & what did you think of it? Answers will be sent to the Clinical Commissioning Group

42. they hekp and support me through a lot • Went round and round different staff, none of whom could give me a decent answer. Waited for 40 minutes before receiving the all clear whilst the patient (9 year old) could have been posioned. • First person very calm - asked precise question, passed to clinician - also very calm - questions repeated in more detail - ambulance called • They give same answers as internet enquiry - don't empathise with the patient • The service was used at Easter when my son who was visiting became ill with a racing pulse following a serious illness, the operator arranged for a paramedic to attend very quickly within 30 minutes but the ambulance took over an hour. • not good. waited for doctor all day and nobody turned up • Made to feel I was time wasting • Used it once!. • Same answers as internet query • Much to many questions when feeling very poorly • could not give all information that was needed (mother-in-law in great pain) so they would not help us