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* 1. Practice information - We have invested in an upgraded telephone system and have provided extra admin resource to be able to answer telephone enquiries from our patients.
We answer 90% of telephone calls from our patients within 5 minutes.

Question - Generally, how easy is it to get through to someone at your GP practice on the phone?

 

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* 2. Practice information - We have reduced the administration duties for our reception team at the practice so that they have can focus on helping patients attending the practice.

Question - How helpful do you find the receptionists at your GP practice

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* 3. Practice information - We have recently upgraded and improved our practice website to provide clearer information, help and assistance to our patients on the services that we provide.

Question - How easy is it to use your GP practice’s website to look for information or access services?

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* 4. Practice information - Our practice is open 8am to 8pm on weekdays and 9am to 1:00pm on Saturdays. As a result we are available to patients for more hours than other GP practices in Barking & Dagenham.

Question -  As far as you are aware, what general practice appointment times are available to you?

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* 5. How satisfied are you with the general practice appointment times that are available to you

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* 6. Practice information - We have 10 permanent GPs at the Porters Avenue Drs surgery (and the Child and Family branch site.. We have recruited 2 new permanent GPs to the practice within the last 6 months so that we can provide continuity of care to our patients.

Question - Is there a particular GP you usually prefer to see or speak to?

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* 7. How often do you see or speak to your preferred GP when you would like to?

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* 8. When did you last try to make a general practice appointment, either for yourself or for someone else?

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* 9. Practice information - We have same day appointments either via the telephone, online or face to face if deemed suitable due to Covid 19, we also have pre bookable appointments with GP’s Nurses, Paramedics, Nurses and Health Care Assistants that are available for the day or week of your choice.

Question - If you have booked an appointment, when would you have liked this appointment to be?

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* 10. Practice information - We will endeavour to provide an appointment for our patients on the day and time of their choice or try to agree a suitable alternative. We are also able to provide an appointment with a suitable choice of GP’s or other healthcare professionals.

Question - On this occasion were you offered a choice of appointment?

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* 11. Were you satisfied with the type of appointment (or appointments) you were offered?

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* 12. If you did not take any appointments you were offered, why was that?

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* 13. Practice information - We have same day appointments either via the telephone, online or face to face if deemed suitable due to Covid 19, we also have pre bookable appointments with GP’s Nurses, Paramedics, Nurses and Health Care Assistants that are available for the day or week of your choice.

Question - How long after initially trying to book the appointment did the appointment take place?

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* 14. Overall, how would you describe your experience of making an appointment?

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* 15. When was your last general practice appointment? Please include appointments with different healthcare professionals, at different locations, as well as telephone and online appointments.

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* 16. Who was your last general practice appointment with?

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* 17. How long after your appointment time did you wait to see or speak to the healthcare professional?

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* 18. Last time you had a general practice appointment, how good was the healthcare professional at giving you enough time

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* 19. Last time you had a general practice appointment, how good was the healthcare professional at listening to you

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* 20. Last time you had a general practice appointment, how good was the healthcare professional at treating you with care and concern

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* 21. Practice information - We have specially trained our clinicians into recognising and treating patients with mental health problems, including stress, anxiety and depression that may be triggered by a patient’s physical health and social circumstances. We have also employed a specialised mental health practitioner.

Question - During your last general practice appointment, did you feel that the healthcare professional recognised and/or understood any mental health needs that you might have had

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* 22. Practice information - We have created a strong ethos of patient empowerment, and our clinicians work hard to ensure pateints are fully informed, understand their conditions, and are able to make good decisions about their care.

Question -  During your last general practice appointment, were you involved as much as you wanted to be in decisions about your care and treatment?

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* 23. Practice information - We have an experienced healthcare team within the practice, who are also involved in the training of the next generation of GPs, nurses and allied health professionals

Question - During your last general practice appointment, did you have confidence and trust in the healthcare professional you saw or spoke to?

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* 24. Practice information - We have utilised a number of ways to ensure our more complex patients are able to have follow-up care with their preferred professional, provide longer appointments, and where needed have access to self-care resources for patients.

Question - Thinking about the reason for your last general practice appointment, were your needs met?

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* 25. Overall, how would you describe your experience of your GP practice?

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* 26. Have you had a conversation with a healthcare professional from your GP practice to discuss what is important to you when managing your condition (or conditions)

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* 27. Have you agreed a plan with a healthcare professional from your GP practice to manage your condition (or conditions)?

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* 28. How helpful have you found this plan in managing your condition (or conditions)?

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