South Milford Surgery Patient Survey

What's Important to Patient Services

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* 1. Please score the following as to how important you think these things are to achieving patient satisfaction? (Where 1 is not at all and 5 is essential)

	1	2	3	4	5
Friendliness	Friendliness 1	Friendliness 2	Friendliness 3	Friendliness 4	Friendliness 5
Open attitude not defensive	Open attitude not defensive 1	Open attitude not defensive 2	Open attitude not defensive 3	Open attitude not defensive 4	Open attitude not defensive 5
Consistency of response to patients	Consistency of response to patients 1	Consistency of response to patients 2	Consistency of response to patients 3	Consistency of response to patients 4	Consistency of response to patients 5
Politeness	Politeness 1	Politeness 2	Politeness 3	Politeness 4	Politeness 5
Confidentiality	Confidentiality 1	Confidentiality 2	Confidentiality 3	Confidentiality 4	Confidentiality 5
Knowledge of protocols	Knowledge of protocols 1	Knowledge of protocols 2	Knowledge of protocols 3	Knowledge of protocols 4	Knowledge of protocols 5
Speed of response	Speed of response 1	Speed of response 2	Speed of response 3	Speed of response 4	Speed of response 5
Clear explanations of surgery policy to patients	Clear explanations of surgery policy to patients 1	Clear explanations of surgery policy to patients 2	Clear explanations of surgery policy to patients 3	Clear explanations of surgery policy to patients 4	Clear explanations of surgery policy to patients 5
Flexibility	Flexibility 1	Flexibility 2	Flexibility 3	Flexibility 4	Flexibility 5

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* 2. Please score the same attributes as to how well you feel our team performs as a whole at them? (Where 1 is not well at all and 5 is excellent)

	1	2	3	4	5
Confidentiality	Confidentiality 1	Confidentiality 2	Confidentiality 3	Confidentiality 4	Confidentiality 5
Open attitude - not defensive	Open attitude - not defensive 1	Open attitude - not defensive 2	Open attitude - not defensive 3	Open attitude - not defensive 4	Open attitude - not defensive 5
Friendliness	Friendliness 1	Friendliness 2	Friendliness 3	Friendliness 4	Friendliness 5
Knowledge of protocols	Knowledge of protocols 1	Knowledge of protocols 2	Knowledge of protocols 3	Knowledge of protocols 4	Knowledge of protocols 5
Consistency of response to patients	Consistency of response to patients 1	Consistency of response to patients 2	Consistency of response to patients 3	Consistency of response to patients 4	Consistency of response to patients 5
Politeness	Politeness 1	Politeness 2	Politeness 3	Politeness 4	Politeness 5
Flexibility	Flexibility 1	Flexibility 2	Flexibility 3	Flexibility 4	Flexibility 5
Speed of response	Speed of response 1	Speed of response 2	Speed of response 3	Speed of response 4	Speed of response 5
Clear explanations of surgery policy to patients	Clear explanations of surgery policy to patients 1	Clear explanations of surgery policy to patients 2	Clear explanations of surgery policy to patients 3	Clear explanations of surgery policy to patients 4	Clear explanations of surgery policy to patients 5

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* 3. Please list any other attributes you think are required for an excellent patient service and that we do well?

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* 4. Please list any attributes you think are required for an excellent patient service and that you think we do poorly?

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* 5. Please tell us any things would you change or bring in to improve patient service?

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* 6. Please mark how much you agree or disagree with the following statements?

	Strongly Disagree	Disagree	Neither agree nor disagree	Agree	Strongly Agree
I feel that staff are familiar and confident of dealing with emergency symptoms	I feel that staff are familiar and confident of dealing with emergency symptoms Strongly Disagree	I feel that staff are familiar and confident of dealing with emergency symptoms Disagree	I feel that staff are familiar and confident of dealing with emergency symptoms Neither agree nor disagree	I feel that staff are familiar and confident of dealing with emergency symptoms Agree	I feel that staff are familiar and confident of dealing with emergency symptoms Strongly Agree
I feel that staff are always polite	I feel that staff are always polite Strongly Disagree	I feel that staff are always polite Disagree	I feel that staff are always polite Neither agree nor disagree	I feel that staff are always polite Agree	I feel that staff are always polite Strongly Agree
I feel staff are often rude	I feel staff are often rude Strongly Disagree	I feel staff are often rude Disagree	I feel staff are often rude Neither agree nor disagree	I feel staff are often rude Agree	I feel staff are often rude Strongly Agree
I feel staff are often defensive	I feel staff are often defensive Strongly Disagree	I feel staff are often defensive Disagree	I feel staff are often defensive Neither agree nor disagree	I feel staff are often defensive Agree	I feel staff are often defensive Strongly Agree
Staff always explain things clearly to me	Staff always explain things clearly to me Strongly Disagree	Staff always explain things clearly to me Disagree	Staff always explain things clearly to me Neither agree nor disagree	Staff always explain things clearly to me Agree	Staff always explain things clearly to me Strongly Agree
I often get a different answer to the same question depending which staff member I speak to	I often get a different answer to the same question depending which staff member I speak to Strongly Disagree	I often get a different answer to the same question depending which staff member I speak to Disagree	I often get a different answer to the same question depending which staff member I speak to Neither agree nor disagree	I often get a different answer to the same question depending which staff member I speak to Agree	I often get a different answer to the same question depending which staff member I speak to Strongly Agree
i feel the patient services team are caring and approachable	i feel the patient services team are caring and approachable Strongly Disagree	i feel the patient services team are caring and approachable Disagree	i feel the patient services team are caring and approachable Neither agree nor disagree	i feel the patient services team are caring and approachable Agree	i feel the patient services team are caring and approachable Strongly Agree

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* 7. Please indicate how frequently the following things happen when you come to the surgery?

	Never	Occasionally	Sometimes	Frequently	Always
I am greeted politely by the receptionist	I am greeted politely by the receptionist Never	I am greeted politely by the receptionist Occasionally	I am greeted politely by the receptionist Sometimes	I am greeted politely by the receptionist Frequently	I am greeted politely by the receptionist Always
If I have an enquiry or problem it is sorted out first time	If I have an enquiry or problem it is sorted out first time Never	If I have an enquiry or problem it is sorted out first time Occasionally	If I have an enquiry or problem it is sorted out first time Sometimes	If I have an enquiry or problem it is sorted out first time Frequently	If I have an enquiry or problem it is sorted out first time Always
The receptionist is knowledgeable about the surgery	The receptionist is knowledgeable about the surgery Never	The receptionist is knowledgeable about the surgery Occasionally	The receptionist is knowledgeable about the surgery Sometimes	The receptionist is knowledgeable about the surgery Frequently	The receptionist is knowledgeable about the surgery Always
The receptionist deals with me in a confidential way	The receptionist deals with me in a confidential way Never	The receptionist deals with me in a confidential way Occasionally	The receptionist deals with me in a confidential way Sometimes	The receptionist deals with me in a confidential way Frequently	The receptionist deals with me in a confidential way Always
The receptionist is absent from the front desk	The receptionist is absent from the front desk Never	The receptionist is absent from the front desk Occasionally	The receptionist is absent from the front desk Sometimes	The receptionist is absent from the front desk Frequently	The receptionist is absent from the front desk Always
The receptionist is rude or defensive	The receptionist is rude or defensive Never	The receptionist is rude or defensive Occasionally	The receptionist is rude or defensive Sometimes	The receptionist is rude or defensive Frequently	The receptionist is rude or defensive Always
The receptionist appears to be out if their depth	The receptionist appears to be out if their depth Never	The receptionist appears to be out if their depth Occasionally	The receptionist appears to be out if their depth Sometimes	The receptionist appears to be out if their depth Frequently	The receptionist appears to be out if their depth Always

Any other comments

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* 8. Please indicate how frequently the following things happen when you ring the surgery?

	Never	Occasionally	Sometimes	Frequently	Always
I am answered politely by the telephonist	I am answered politely by the telephonist Never	I am answered politely by the telephonist Occasionally	I am answered politely by the telephonist Sometimes	I am answered politely by the telephonist Frequently	I am answered politely by the telephonist Always
If I have an enquiry or problem it is sorted out first time	If I have an enquiry or problem it is sorted out first time Never	If I have an enquiry or problem it is sorted out first time Occasionally	If I have an enquiry or problem it is sorted out first time Sometimes	If I have an enquiry or problem it is sorted out first time Frequently	If I have an enquiry or problem it is sorted out first time Always
The telephonist is knowledgeable about the surgery	The telephonist is knowledgeable about the surgery Never	The telephonist is knowledgeable about the surgery Occasionally	The telephonist is knowledgeable about the surgery Sometimes	The telephonist is knowledgeable about the surgery Frequently	The telephonist is knowledgeable about the surgery Always
The telephonist deals with me in a confidential way	The telephonist deals with me in a confidential way Never	The telephonist deals with me in a confidential way Occasionally	The telephonist deals with me in a confidential way Sometimes	The telephonist deals with me in a confidential way Frequently	The telephonist deals with me in a confidential way Always
I have to wait more than 2 minutes for an answer	I have to wait more than 2 minutes for an answer Never	I have to wait more than 2 minutes for an answer Occasionally	I have to wait more than 2 minutes for an answer Sometimes	I have to wait more than 2 minutes for an answer Frequently	I have to wait more than 2 minutes for an answer Always
The telephonist is rude or defensive	The telephonist is rude or defensive Never	The telephonist is rude or defensive Occasionally	The telephonist is rude or defensive Sometimes	The telephonist is rude or defensive Frequently	The telephonist is rude or defensive Always
The telephonist appears to be out if their depth	The telephonist appears to be out if their depth Never	The telephonist appears to be out if their depth Occasionally	The telephonist appears to be out if their depth Sometimes	The telephonist appears to be out if their depth Frequently	The telephonist appears to be out if their depth Always
I am frustrated by the automatic answering service	I am frustrated by the automatic answering service Never	I am frustrated by the automatic answering service Occasionally	I am frustrated by the automatic answering service Sometimes	I am frustrated by the automatic answering service Frequently	I am frustrated by the automatic answering service Always
I have to hang up and try again as my call is not answered	I have to hang up and try again as my call is not answered Never	I have to hang up and try again as my call is not answered Occasionally	I have to hang up and try again as my call is not answered Sometimes	I have to hang up and try again as my call is not answered Frequently	I have to hang up and try again as my call is not answered Always

Any other comments