Tessa Jowell GP surgery patient survey Question Title * 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 answered 85% of telephone calls from our patients in December within 5 minutes.Question - Generally, how easy is it to get through to someone at your GP practice on the phone? Very easy Fairly easy Not very easy Not at all easy Have not tried Other (Fairly Eaplease specify) Question Title * 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 Very helpful Fairly helpful Not very helpful Not at all helpful Don't know Question Title * 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? Very easy Fairly easy Not very easy Not al all easy Haven't tried Question Title * 4. Practice information - Our practice is open 8am to 6:30pm 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? Before 8am on at least one weekday Weekdays between 8am and 6:30pm After 6:30pm on a weekday On a Saturday On a Sunday Don't know Question Title * 5. How satisfied are you with the general practice appointment times that are available to you Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied I'm not sure when I can get an appointment Question Title * 6. Practice information - We have 9 permanent GPs at the practice. We have recruited 6 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? Yes, for all appointments Yes for some appointments, but not others No There is usually only one GP in my GP practice Question Title * 7. How often do you see or speak to your preferred GP when you would like to? Always or almost always A lot of the time Some of the time Never or almost never I have not tried Question Title * 8. When did you last try to make a general practice appointment, either for yourself or for someone else? In the past 3 months Between 3 and 6 months ago Between 6 and 12 months ago More than 12 months ago Don't know I haven't tried to make an appointment since being registered with my current GP practice Question Title * 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? On the same day On the next day A few days later A week or more later I didn't have a specific day in mind Can't remember Question Title * 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? Yes, a choice of place Yes, a choice of time or day Yes, a choice of healthcare professional No, I was not offered a choice of appointment Can't remember Doesn't apply Question Title * 11. Were you satisfied with the type of appointment (or appointments) you were offered? Yes, and I have accepted an appointment No, but I still took an appointment No, and I did not take an appointment Question Title * 12. If you did not take any appointments you were offered, why was that? There weren’t any appointments available for the time or day I wanted The appointment was at too short notice The appointment wasn’t soon enough I couldn’t book ahead at my GP practice There weren’t any appointments at the place I wanted The appointment was too far away / too difficult to get to I couldn’t see my preferred GP There weren’t any appointments with the healthcare professional I wanted The type of appointment I wanted was not available Another reason Question Title * 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? On the same day On the next day A few days later A week or more later Can’t remember Question Title * 14. Overall, how would you describe your experience of making an appointment? Very good Fairly good Neither good nor poor Fairly poor Very poor Question Title * 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. In the past 3 months Between 3 and 6 months ago Between 6 and 12 months ago More than 12 months ago I haven’t had an appointment since being registered with my current GP practice. Question Title * 16. Who was your last general practice appointment with? A GP A nurse A general practice pharmacist A mental health professional Another healthcare professional Don’t know / not sure who I saw Question Title * 17. How long after your appointment time did you wait to see or speak to the healthcare professional? 5 minutes or less Between 5 and 15 minutes 15 to 30 minutes More than 30 minutes I didn’t have an appointment at a set time Can’t remember Question Title * 18. Last time you had a general practice appointment, how good was the healthcare professional at giving you enough time Very good Good Neither good nor poor Poor Very poor Doesn’t apply Question Title * 19. Last time you had a general practice appointment, how good was the healthcare professional at listening to you Very good Good Neither good nor poor Poor Very poor Doesn’t apply Question Title * 20. Last time you had a general practice appointment, how good was the healthcare professional at treating you with care and concern Very good Good Neither good nor poor Poor Very poor Doesn’t apply Question Title * 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 Yes, definitely Yes, to some extent No, not at all I did not have any mental health needs Did not apply to my last appointment Question Title * 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? Yes, definitely Yes, to some extent No, not at all Did not apply to my last appointment Question Title * 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 professionalsQuestion - During your last general practice appointment, did you have confidence and trust in the healthcare professional you saw or spoke to? Yes, definitely Yes, to some extent No, not at all Don't know / can't say Question Title * 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? Yes, definitely Yes, to some extent No, not at all Don't know / can't say Question Title * 25. Overall, how would you describe your experience of your GP practice? Very good Fairly good Neither good nor poor Fairly poor Very poor Question Title * 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) Yes No Don't know Question Title * 27. Have you agreed a plan with a healthcare professional from your GP practice to manage your condition (or conditions)? Yes No Don't know Question Title * 28. How helpful have you found this plan in managing your condition (or conditions)? Very helpful Fairly helpful Not very helpful Not at all helpful Don't know Done