The new Patient Participation policy was available from April 2011, and requires practices to establish patient satisfaction surveys. As part of this work we are asking our patients for their views on our performance. As such you have been selected to participate and we would be grateful if you could take time to complete this questionnaire. Your response will be in total confidence and we would like you to be open and honest in your response. It will take around 5 minutes.

Please click next to complete the survey

If you have any questions about this survey, plese contact the Medical Centre on 01603 782155

Appointments at Hoveton & Wroxham Medical Centre

	Q1.  When did you last see a doctor the medical centre?
	In the past 3 months
	Between 3 and 6 months ago
	More than 6 months ago
	I have never been seen at Hoveton and Wroxham Medical Centre

	Q2.  If you haven’t seen a doctor in the past 6 months, why is that?  Please tick all the boxes that apply
	I haven’t needed to see a doctor
	I couldn’t be seen at a convenient time
	I couldn’t get to my appointment easily
	I didn’t like or trust the doctors
	Another reason

	Q3.  How do you normally book your appointments to see a doctor or nurse at the Surgery?   Please tick all the boxes that apply
	In person
	By phone
	By fax
	Online
	Digital TV
	Doesn’t apply

	Q4.  Which of the following methods would you prefer to use to book an appointment at the Surgery?   Please tick all the boxes that apply
	In person
	By phone
	By fax
	Online
	Digital TV
	No preference

Getting through on the phone

	Q5.  In the past 6 months how easy have you found the following?   Please put a tick in one box for each row
		Not tried		Very easy		Fairly easy		Nort very easy		Not at all easy		Don't know
	Getting through on the phone
	Speaking to a Doctor on the phone
	Speaking to a Nurse on the phone
	Obtaining test results by phone

Seeing a Doctor

	Q6.  In the past 6 months have you tried to see a doctor fairly quickly?   By fairly quickly we mean on the same day or in the next two weekdays that the Medical Centre
	Yes
	No
	Can't remember

	Q7.  Think about the last time you tried to see a doctor fairly quickly.  Were you able to see a doctor on the same day or in the next two weekdays that the Medical Centre was open?.
	Yes
	No
	Can't remember

	Q8.  If you were not able to be seen during the next 2 weekdays that the Medical Centre was open, why was that?   Please tick all the boxes that apply
	There weren’t any appointments
	Times offered didn’t suit me
	Appointment was with a Doctor I didn’t want to see
	A nurse was free but I wanted to see a Doctor
	I was offered an appointment at a difference branch
	Another reason
	Can’t remember

	Q9.  In the past 6 months, have you tried to book ahead for an appointment with a doctor? By ‘booking ahead’ we mean booking an appointment more than two weekdays in advance.
	Yes
	No
	Can't remember

	Q10.  Last time you tried, were you able to get an appointment with a doctor more than 2 weekdays in advance?
	Yes
	No
	Can't remember

Arriving for your appointment

	Q11.  How easy did you find getting into the building at the surgery?
	Very easy
	Fairly easy
	Not very easy
	Not at all easy

	Q12.  How clean was the Medical Centre?
	Very clean
	Fairly clean
	Not very clean
	Not at all clean
	Don’t know

	Q13.   In the Reception Area, can other patients overhear what you say to the Receptionist?
	Yes, but I don’t mind
	Yes and I am not happy about it
	No, other patients can’t overhear
	Don’t know

	Q14.  How helpful do you find the receptionists at the Surgery?
	Very helpful
	Fairly helpful
	Not very helpful
	Not at all helpful

	Q15.   How long after your appointment time, do you normally wait to be seen?
	I don’t normally have appts at a specific time
	I am normally seen on time
	Less than 5 minutes
	5 to 15 minutes
	16 to 30 minutes
	More than 30 minutes
	Can’t remember

	Q16.   How do you feel about how long you normally have to wait?
	I don’t normally have to wait long
	I have to wait a bit too long
	I have to wait far too long
	No opinion/doesn’t apply

Seeing the doctor you prefer

	Q17.   Is there a particular doctor you prefer to see at the Medical Centre?
	Yes
	No

	Q18.   How often do you see the doctor you prefer?
	Always or most of the time
	A lot of the time
	Some of the time
	Never or almost never
	Not tried at this GP Surgery or Health Centre

Opening hours

	Q19.  How satisfied are you with the opening hours at the surgery?
	Very satisfied
	Fairly satisfied
	Neither satisfied nor dissatisfied
	Quite dissatisfied
	Very dissatisfied
	Don’t know opening hours

	Q20.  As far as you know is the surgery open …   Please put a tick in each row
		Yes		No		Don't know
	Before 8am?.
	At lunchtime?
	After 6.30pm?
	On Saturdays?
	On Sundays?

	Q21.  Would you like the surgery open at additional times?
	Yes
	No

Seeing a doctor at the Surgery

	Q22.   The last time you saw a doctor at the surgery how good was the doctor at each of the following?   Please put a tick in one box for each row
		Very good		Good		Average		Poor		Very poor		Not applicable
	Giving you enough time
	Asking about your symptoms
	Listening
	Explaining tests and treatments
	Involving you in decisions about your care
	Treating you with care and concern
	Taking your problems seriously

	Q23.   Did you have confidence and trust in the doctor you saw?
	Yes, definitely
	Yes, to some extent
	No, to some extent
	No, not at all
	Don’t know/can’t say

Seeing a Nurse Practitioner at the Surgery

	Q24.   How easy is it for you get an appointment with a Nurse Practitioner at the surgery?
	Haven’t tried
	Very easy
	Fairly easy
	Not very easy
	Not at all easy
	Don’t know

	Q25.   Last time you saw a Nurse Practitioners at the Surgery, how did you rate them at each of the following?   Please put a tick in one box for each row
		Very good		Good		Average		Poor		Very poor		Not applioable
	Giving you enough time
	Asking about your symptoms
	Listening
	Explaining tests and treatments
	Involving you in decisions about your care
	Treating you with care and concern
	Taking your problems seriously

	Q26. Nurse Practitioners are highly skilled advanced nurses who can prescribe and who offer a daily same day service. Are you aware that they provide the following services?
		Yes		No
	Prescribe drugs
	Provide a clinic
	Annual health reviews
	Asthma clinics
	Minor injuries service

	Q27. Would you be happy if it was considered more suitable that you be given an appointment with a Nurse Practitioner rather than a GP
	Yes
	No

	Q28. Have you been given enough information about the services provided by Nurse Practitioners?
	Yes
	Maybe
	Not sure
	Probably not
	Definitely not
	Don’t know

Onsite Dispensary

	Q29.   In the Dispensary Area, can other patients overhear what you say to the staff?
	Yes, but I don’t mind
	Yes and I am not happy about it
	No, other patients can’t overhear
	Don’t know

	Q30.  How helpful do you find the staff at the onsite dispensary?
	Very helpful
	Fairly helpful
	Not very helpful
	Not at all helpful

	Q31.   How long do you normally wait to be seen?
	I am normally seen immediately
	Less than 5 minutes
	5 to 15 minutes
	16 to 30 minutes
	More than 30 minutes
	Can’t remember

	Q32.   How do you feel about how long you normally have to wait at the dispensary?
	I don’t normally have to wait long
	I have to wait a bit too long
	I have to wait far too long
	No opinion/doesn’t apply

	Q33.   Last time you had to obtain a repeat prescription how do you rate your experience for each of the following?   Please put a tick in one box for each row
		Very good		Good		Average		Poor		Very poor		Don't use it
	Using the telephone order line
	Using the online order system
	Posting in a request
	Ordering in person at the dispensary
	Time taken for your repeat prescription to be ready?

Your Overall Satisfaction

	Q34.   In general, how satisfied are you with the care you get at the Hoveton & Wroxham Medical Centre?
	Very satisfied
	Fairly satisfied
	Neither satisfied nor dissatisfied
	Quite dissatisfied
	Very dissatisfied

	Q35.   Would you recommend Hoveton & Wroxham Medical Centre to someone who has just moved to your local area?
	Yes
	Maybe
	Not sure
	Probably not
	Definitely not
	Don’t know

Planning your care

	Q36.   Do you have any long-standing health problem, disability or infirmity? Please include anything that has troubled you over a period of time or that is likely to affect you over a period of time?
	Yes
	No
	Don’t know/Can’t say

	Q37.   Have you had discussions in the past 12 months with a Doctor or Nurse about how best to deal with your health problems?
	Yes
	No

	Q38.   In these discussions did the doctor or nurse take notice of your views about how to deal with your health problem?
		Yes		No		Don't know		Not applicable
	Did the doctor or nurse take notice of your views about how to deal with your health problem?
	Did the doctor or nurse give you information about the things you might do to deal with your health problem?
	Did you and the doctor or nurse agree how best to manage your health problem?
	Did the doctor or nurse give you a written document about the discussions you had about managing your health problem?
	Would you have liked a written plan summarising your discussion with the doctor or nurse?
	Did the doctor or nurse ever mention that you had something called a care plan?

	Q39.   Do you think that having these discussions with your doctor or nurse has helped improve how you manage your health problems?
	Yes
	To some extent
	No
	Don’t know/can’t remember

	Q40.   In the past 6 months have you had enough support from local services or organisations to help you manage your long-term health condition(s).  Please think about all services and organisations, not just health services.
	Yes
	To some extent
	No
	Don’t know/can’t remember
	I have not needed such support

	Q41.  Which other local services or organisations have you used?
	District/community nurse
	Physiotherapist
	Occupation health worker
	Podiatrist
	Social Worker
	Local voluntary services
	Other
	None

Patients living in Rackheath area

The following questions cover the patient population in the Rackheath area.

	Q42.   Do you live in the Rackheath area?
	Yes
	No

	Q43.   Are you aware there is a branch surgery in Rackheath?
	Yes
	No

	Q44.   Do you use the branch surgery in Rackheath?
	Yes
	No

	Q45.   Would you prefer to use the branch surgery in Rackheath rather than travel to the Hoveton & Wroxham Medical Centre?
	Yes
	No

	Q46.Which of the following services would you like to see available at the Rackheath branch surgery?
	Consultations
	Women’s Health clinics
	Men’s Health Clinics
	Children’s health clinics
	Blood tests
	Collect Prescriptions
	Vaccinations
	Don't know

Demographic questions about you

The following questions will help us to see how experiences vary between different groups of the population.  We will keep your answers completely confidential

	Q47.   Are you male or female?
	Male
	Female

	Q48.  How old are you?
	Under 18
	18 - 24
	25 - 34
	35 - 44
	45 - 54
	55 - 64
	65 - 74
	75 - 84
	85 and over

	Q49.  Which of these best describes what you are doing at present?   If more than one of these applies to you, please tick the main one ONLY
	Full-time paid work (30 hrs or more per week)
	Part-time paid work (under 30 hrs per week)
	Full-time education (school, college, university)
	Unemployed
	Permanently sick or disabled
	Fully retired from work
	Looking after the home
	Doing something else

	Q50.  In general, how long does your journey take from home to work (door to door)?
	Up to 30 mins
	30 - 60 mins
	More than 1 hr
	I live nearby
	Not applicable

	Q51.  If you need to see a doctor at your GP surgery or health centre during your typical working hours, can you take time away from your work to do this?
	Yes
	No
	Not applicable

	Q52.  In general, would you say that your health is …
	Excellent
	Very good
	Good
	Fair
	Poor

	Q53.  Do you have any of the following conditions?  Please include problems due to old age.  Please tick all the boxes that apply to you
	Deafness or severe hearing impairment
	Blindness or severe visual impairment
	A condition that substantially limits one or more basic physical activities, such as walking, climbing stairs, lifting or carrying
	A learning difficulty
	A long-standing psychological or emotional condition
	Other, including any long-standing illness
	I do not have a long-standing condition

	Q54.  Are you a deaf person who uses sign language?
	Yes
	No

	Q55.  Are you a parent or a legal guardian of any children aged under 16 years currently living in your home?
	Yes
	No

	Q56.  Do you have carer responsibilities for anyone in your household with a long-standing health problem or disability?
	Yes
	No

The following questions will help us to see how experiences vary between different groups of the population.  We will keep your answers completely confidential.

	Q57.  What is your ethnic group? Tick one only White
	British
	Irish
	Any other white background

	Mixed
	White & Black Caribbean
	White & Black African
	White & Asian
	Any other Mixed background

	Asian or Asian British
	Indian
	Pakistani
	Bangladeshi
	Any other Asian background

	Black or Black British
	Caribbean
	African
	Any other Black background

	Chinese or other ethnic group
	Chinese
	Any other ethnic group

	Q58.  Which Village do you live in or is closest to where you live?
	Ashmanhaugh
	Barton Turf
	Beeston St Lawrence
	Belaugh
	Dilham
	Horning
	Hoveton
	Irstead
	Neatishead
	Rackheath
	Salhouse
	Sloley
	Smallburgh
	Tunstead
	Woodbastwick
	Wroxham

	Q59.  Do you have any other comments you would like to feedback to us on our performance?

Once again many thanks for participating in this survey. Your feedback will be used to help us develop and improve our service to you. Please click submit to complete the survey.