2008 Patient Survey from The Lister Medical Centre

1. 2008 Patient SurveyfromThe Lister Medical Centre using theGeneral Practice Assessment Questionnaire (GPAQ)

2. GPAQ evaluation questions

3. Q3b. Additional hours requested

4. Q6. Same day urgent availability of doctor

5. Q7a. Waiting time at practice

6. Q19. Personal List Preference

7. Q1. Number of visits to doctor in last12 months

8. Q2. Satisfaction with receptionists

9. Q3a. Satisfaction with opening hours

10. Satisfaction with availability of doctors

11. Q7b. Satisfaction with waiting times at practice

12. Q8a. Satisfaction with phoning through to practice

13. Telephone Calls to Reception

14. Q9b. Satisfaction with continuity of care

15. Q10. Satisfaction with �

16. Q11. After visiting the doctor�

17. Q12. Overall Satisfaction With Practice

18. Q20a. Is there anything particularly good about your health care? GP understands and listens. Personal attention from GP is really excellent. Continuity of care - with Lister House since 1981. GP is pro-active with my health GP is very diligent and very thorough; Well done! GPs are very sympathetic, kind, knowledgeable and confident. Staff, Nurses, Drs very good, wonderful, friendly, helpful, very caring, supportive, polite, considerate, fantastic, efficient Care and concern shown for "well being" Care is very good. Good treatment provided Always discrete and caring. Good and understanding with kids. Nurses are exceptionally good, great Asthma: excellent service; First class diabetic monitoring. Excellent organisation and information Other things I can get here like blood tests etc. Very good/Excellent Practice Convenient hours and friendly staff. Easy to see my GP. Being able to see my GP at short notice. Evening appointments. Now open early morning & Saturday mornings Very good relationship with my doctor Very pleased, Completely satisfied The practice is always clean. The people - the surgery - the care - the information available - the clinics. Staff are friendly, helpful, polite, professional, happy to help Staff are very good, keep it up. You see smiling faces all the time, it makes you feel better. Nice warm welcome when we arrive at reception. Any queries are dealt with very well by the staff - they are consistent and return my call & deal with my queries Easier now to get through on the phone. Much improved service over the last year. Compared to other surgeries in the town I believe Lister House appointments system is excellent Can't believe how well I'm treated here. Kindly treated by my GP - never treated as 'wasting time' Always been treated well by all the healthcare staff Lister House has defiantly improved the appointment system over the past year or so Kindness, respect and great understanding. Always had the best of care from Lister House Thank you very much for your hard work you all do. God bless all of you.

19. Q20b. Is there anything that could be improved? Getting to see my own Dr. Waiting time for an appointment to see my own Dr Waiting times, Keep to appointment times. Earlier blood tests for those who start early. Blood test later on or weekends Times surgery is open Saturday morning opening for emergency appointments as well. Weekend surgery and longer surgery hours in evening. I would like to see a "drop in" surgery My old GP had a "triage" system" if urgent appt was needed, often resulting in not needing an appt but leaving a prescription instead. The phone line introduced is not good as we end up paying The building and the facilities Needs a car park. Better designed Practice, more things for children & babies Bigger premises, Better Toilet facilities. Health MOTs. Discuss implications of lifestyle choices Ability to order all medications at the same time instead of having to order them at different times If a doctor or nurse is running late patients should be informed. Maybe a notice could be run through the moving info board. Receptionists much friendlier but eye contact could be better More smiles and friendlier service One particular person taking appointments over the phone is quite rude and sounds very miserable--makes me feel like I shouldn't be calling and that I am putting her out. Receptionists sometimes can be rude; could be more polite Receptionists need to be seen--face to face contact; not look over a high desk Late patients should be moved back as people on time are seen late Possibly once a month you can come and have a chat with GP on a counselling service; this would stop patients taking up valuable time Personal requests regardless of age and risks. Dr reads the screen more than looks at me. Out of hours consultations and weekend consultations; home visits; doctors on call. Time allocated is often not long enough. 5 min not long enough for an urgent appointment A more ventilated waiting area--sometimes people are coughing with lots of germs, better if the windows are opened. Speed of getting repeat prescriptions, should be next day. Secretarial staff when dealing with queries are �slow�; at times it has taken several phone calls to get a response. I've had to contact �front of house� staff and received a better response and queries dealt with satisfactory.

20. Q20c. Any other comments? Wait so far 20 minutes past appointment for asthma check. Staff are always very helpful. Many Thanks. Would be better if there was not a charge to phone surgery. Don't have touch-tone home phone, have to use mobile to call. New telephone system has improved contacting the surgery and booking appointments. Everyone is all good and kind, nice to talk to and helpful. I am very satisfied with the service I have received Very happy with this service. Irritating waiting in a queue to "sign in" and seeing your appt time approaching and there is nothing one can do about it Receptionists are always polite and helpful. Keep it up Lister. We are all proud of our surgery. It is a very good Practice; has been my Practice for 40+ yrs I am very pleased with the care I receive If your appt is going to be delayed, let patients know Why was a television installed in the waiting area? I've never seen it switched on. Funds could have been used towards more things for children. Thanking you all for your care. It would be good if I needed to see a Dr on Saturday morning, I could just attend Delighted. Every time you make an appointment with your Dr, your Dr is always off sick or on holiday. My child was having flu jab. Nurse was pleasant, very good at putting my son at ease, an almost painless experience! Not so happy with the new phone number system. Very pleased with care and service. Surgery is 1st class standard, any improvement would only enhance this. Excellent service. Hope the new build goes ahead and car parking available. Keep up the good work. The surgery has improved a lot over the last few years. Friendly and helpful all round. Better door arrangement on surgery front. Excellent Practice, excellent staff at all levels. Happy with the doctors, nurses and customer care team here Have always been helped by all the staff Was disappointed at outcome of visit re personal request which was denied on grounds of age and relationship status. I feel I'm very lucky to have such a caring Dr. Could the X-Ray reports from the hospital be quicker - the hospital said 7/10 days, the practice told me 14 days? No! And no moans. I like LMC; staff, nurses and my Dr. Receptionists are always polite, helpful and very welcoming. I very much appreciate the service and care of my GP and the staff of Lister House. Thank you very much.

21. Any Questions? Discussion and suggest action plans to improve patient satisfaction