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

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

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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 always polite 
I feel staff are often rude
I feel staff are often defensive
Staff always explain things clearly to me
I often get a different answer to the same question depending which staff member I speak to
i feel the patient services team are caring and approachable

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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
If I have an enquiry or problem it is sorted out first time
The receptionist is knowledgeable about the surgery
The receptionist deals with me in a confidential way
The receptionist is absent from the front desk
The receptionist is rude or defensive
The receptionist appears to be out if their depth

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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
If I have an enquiry or problem it is sorted out first time
The telephonist is knowledgeable about the surgery
The telephonist deals with me in a confidential way
I have to wait more than 2 minutes for an answer
The telephonist  is rude or defensive
The telephonist appears to be out if their depth
I am frustrated by the automatic answering service
I have to hang up and try again as my call is not answered

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