Survey Results

34%

66%

0%

Gender

Male Female Prefer not to say

30%

14%43%

1% 7%2%3% 0%

Marital Status

Single Co-habiting MarriedCivil Partnership DivorcedSeparatedWidow/widowerPrefer not to say

5% 21%

22%15%

12%

25%

Age range

16 - 20 21 -3031 - 4041 - 5051 - 60Aged 60+

3% 1%

30%

11%

52%

2%

Maternity and Children

Pregnant ladyExpectant FatherParent of younf childParent of teenagerNot applicable Prefer not to say

17%

79%

3%

Do you consider yourself to have a disability/registered disabled?

YesNo Prefer not to say

94%

0%

1%2%

0%2% 1%

Ethnic Group

White /white British Black or black BritishMixed race Asian or British AsianChineseOther ethnic groupPrefer not to say

1% 20%

11%

35%

33%

0%

How frequently do you visit your doctor?

Weekly MonthlyAnnually 2-3 times a year More than 3 times a year Fortnightly

74%

10%

15% 0%

Which of the following method do you use when making an appointment?

TelephoneSystem one on-lineFace to face Other

33%

67%

Are you aware you can book doctor and nurse appointments 6-12 months in advance?

YesNo

17%

69%

13%

Ease of booking doctors appointments in advance

Difficult EasyNever Tried

58%30%

12%

Ease of booking doctors appointments on the day

Difficult EasyNever Tried

4%9%

40%29%

18% 0%

Ease of getting through on the telephone

Haven't triedVery easyFairly easyNot very easyNot at all easyDon't know

42%

58%

Awareness of direct phone lines available to each department

Yes - Aware No wasn't aware

51%49%

Awareness of the 111 service

Yes- aware No - wasn't aware

10%4%

38%

2%

45%

How do you order repeat medications?

System one (Password)Through practice websiteLocal PharmacyPost FaxOther

56%

44%

Aware of the Electronic Transfer of Pre-scriptions service?

Yes- aware No- not aware

47%

46%

7%

Customer care - How do you rate our service?

Excellent GoodImprovements could be made

52%

5%14%

29%

Longstanding illness -preferred recall method

Text message EmailLetterTelephone

57%

13%

25%2% 2%

Premises - How do you get to the practice?

By car On bus and walk Walk to the surgery TaxiOther

4%26%

38%

33%

If you answered by car; ease of finding a park-ing space

Very easyFairly easyNot very easyNot at all easy

99%

1%

Comfort and cleanliness; we set a high stan-dard; Would you agree with this statement?

YesNo

26%

74%

Have you visited practice website?

Yes No

49%

14%

10%

10%

17%

What did you use the website for?

Practice Information Order repeat prescriptionsRegistered online Keeping up to date with practice informationOther

82%

18%

We made our website user friendly; would you agree with this statement?

Yes No

31%

69%

Do you have a system one password?

Yes No

Minor Surge

ry

Reversib

le contrac

eption

Joint injecti

ons

Travel

Vaccinations

Breathing Clinic

Healthy H

eart Clinic

Diabetic Clinic

Smoking cessati

on clinic

Dietician Clinic

Hypertension clin

ic

Retinal scree

ning clinic

Patient forum gro

up

Active Lifes

tyles

Counselling an

d primary

mental healt

h

0100200300

291 265 262 280178 177

219312

185 158 164 179 151254

105 98

220

98172 174 144

63

179 199 183 189 213 216

Are you aware of the following services? (calculated by numbers answered)

YESNO

Service offered

Numb

er of

patie

nts

11%

89%

Are there any other services you would like to see offered at the practice?

Yes No

32%

68%

Have you had a consultation with the doctor with the medical students present?

Yes No

82%

18%

Would you be willing to accept appointments with the doctor and medical students?

Yes No

29%

71%

Newly qualified doctors (Training Practice)- Have you had the opportunity to have had a

consultation with our newly qualified doctors

Yes No

Book in advance/Book on day comments Sometimes long waits to get an appointmentI do not understand how it all works. It can be same day or 2 weeks. I have had same day appointment once. I have rarely tried but on the two occasions I have been able to see a GP on the same day. In such circumstance to be able to get an appointment with any GP is commendable. Always been given a book on day appt if it is an emergency Have to wait a long time to see nurse sometimes Usually good Book on day difficult due to work commitments Sometimes it feels like you have to be on your last legs before you can get an appointment on that day - so have had to use walk in centres Rang twice and was offered same day appointments both for me and my son Unless it’s an emergency there’s a 2 week waiting list to see a DR I couldn't book an appointment for 6 weeks in advance and ended up short of some of my medication for 4 weeks. Feel anxious when reception staff ask reason for book on day appointment Staff very helpful Maybe stagger the doctors hours a little more such as more early morning and late appointments Receptionists are rude sometimes Gotten worse recently I am very unhappy with the fact that it is so difficult to get an appointment if it is urgent. Might even change surgery Sometimes difficult sometimes easyVery efficient handling of patient appointment bookings and friendly staff

Never any appointments available. Usually a three week wait for one to be available. Very poor service Always very positive feedback It’s easy to get an emergency appointment on the day but difficult to get non emergency but still need to see someone

Unless it is an emergency, I usually have to wait days to see a doctor that fits in with my after work hours Easy to book appointments, not always available though for dates preferredThe reception staff are extremely helpful and will do their best to meet my expressed needs Probably like juggling sawdust for staff

Do the appointments meet your requirements Usually I can only do Saturdays due to work commitments Work commitments Yes but never been offered a Saturday appt Don't fit in with working hours when I can get one When working shifts later than the practice is open is hard to get in. Like to see just 2 doctors rather than different on each time Difficult to get an appointment Depends on time of day Difficult to get appointments for specific doctor after work time Very difficult to get a time to do shifts, staff can sometimes be rudeGenerally working at the same time the practice is open I do appreciate the doctors are very very busy and I always try to anticipate my appointments when this has not been possible, the staff have pulled subtle stops to fit me in

Telephones - Ease of getting through Surgery was busy for an hour when I rang this morning, then I got put on hold and ended up coming in instead Reception busy most of the timeFind it hard to get through to make an appointment - norm 2-3 weeks, Feel like I need to plan when I am illAlways engaged Often engaged but always get through in the endIt can take all morning and into the afternoon to get through which is very annoyingFrustrating- four different numbers for the reception team I find that if one is engaged they all are for quite some time too. Sometimes put on hold or engaged for a long timeNot bad If ringing before 10 usually constantly engaged If its morning can be v difficult but ok at other times. Sometimes left on hold for a while. Often engaged particularly in the morning I get put on hold immediately and have to wait a long time. Usually I ring backThe problem is getting through at times when there seems to be a lot of people trying to get through. Have been cut off few times and had to call backVery well run Difficult to get through on the phone constantly engaged Left on hold for ages Depends on time of day that you ring Often engaged can take several attempts Sometimes it takes 20+ times to get my call answered Always busy Calling for urgent appointments in the morning could be easier

Check contact numbers on website It’s difficult, long waiting, often engaged and asked to hold, but when you see how busy the receptionists are its understandable Often several numbers all engaged The phones are very busy especially in the morning The phone is often permanently engaged. I think a queuing system would be beneficial

Telephones - Aware/not aware Aware that appointments are a different number. Surprised to see prescriptions number in the telephone book as there is not a tel prescription service at the surgery Not had one so not aware Was not aware will ask Aware recently

How did you hear about 111TV Word of mouth Friend told me The media and Practice newsletterBy ringing the surgery out of hours Automated call Through a friend and leafletAdvertisingI Work for the out of hours service MediaWord of mouth In the Daily Mail Word of mouth T.V Advertisement RadioTV, Newspaper GP Surgery NHS WEBSITE Advert From my previous DR in London FriendTVAdvertising Poster Internet and bus adverts 111 commentsNot very good

111 Needs improvements Not used it but have heard some unsettling comments Needs to be advertised more widely so patients are aware We usually use NHS direct 111 was very good experience for me and my children not good service at 111Prefer to see our normal doctors. Haven't had great experience of out of hours111- very very good service They are very helpful Can’t remember too long ago I used itGood ideaNever used it Better than the surgery Not had to use it It's not a very good service Never used it Rang twice, helpful both times From the surgery answer machine I avoid using 111 because of the bad press Not aware of this service

ETP Comments I was aware some other surgeries have this but was not aware it was available at this oneExcellent service Very useful system- time saving Sometimes it takes a week to get a prescription which is too long, nor is it always ready when it should be, this needs to be looked at. I cannot use this service as I have a controlled drug on my repeat medication Have tried found it confusing I was aware this service was available in Calderdale Excellent service Used it but it failed around Christmas time My parents use it I find I do not need all my repeat prescription medication at the same time so tend not to use this very useful service

Customer Service comments OKStaff very Friendly

Reception/ telephone service varies. Some staff are very very helpful. More recently I have had negative experience on the telephone - staff seem uninterested are rather short and unhelpful. They fall short of my expectations. Nursing staff are always excellent. Friendly but reception staff seem a little over stretched sometimesNo comment. It is my first visit I find a receptionist asking about my appointment reason inappropriate The Best Sometimes off hand Always polite and attentive, excellent service Always helpful and courteous I have had 2 checkups but received no follow up information. This suggests checkups are carried out for funding reasons Very very good service thank you More attention could be paid to the ordering of prescriptions Have not used the surgery much Excellent staff, nurses and doctors The doctors and nursing staff are absolutely excellent. I have found the receptionists to be impatients and bordering rude at times It is sometimes difficult to "get past Katie"Maybe drs should open later Very friendly staff Long wait for appointments Refused an interpreter Unusual comments from the staff that I come to the surgery too often Hard to get an urgent appointment and to get an interpreter Staff always very friendly and helpful Excellent Better understanding of a person’s situation when unable to find a suitable appointment time. Always high quality service. Reception very helpful

Excellent in general though once when I was looking for disability forms signed by Dr Clark was very rude and insensitive, said it wasn't right I should be asking and disrespectfulStaff very nice and polite Never had problems , staff always very friendly and helpful Everyone is so helpful I would not change my GP Busy staff at front (Coal Face)

Annual Review/ Recall comments

I didn’t realise this took place but I see the nurse every three months and any discussion takes place then. Very good recall Asthma appointments offer more of a paperwork exercise, add little valueLess visits would be useful

Car Park comments Not enough spacesDon’t pack it in Have to park on the street sometimesAlways full - I now park on the street instead of looking for space.Cannot see a solution to car park problems Can be full at times Extra parking space badly needed Not enough disabled spaces It is very rare to find a car parking space usually park on the road I park on the street Usually have to park on double yellow lines outside doors Spaces sometimes limited Sometimes park on yellow lines Car park too small Blue badge helps Could do with more spaces Normally park off premises Park in the street opposite as I can never get parked Often full and need to park outsideCar park is always full Need more parking spaces Sometimes not easy- but then I park somewhere down Hardy Street Depends on time of day easy sometimes not so easy. Plenty of parking on side of street surrounding surgery. This seems to have improved marginally in recent months but is still a problem

Comfort and cleanliness comments Varies literature and leaflets always tidy. Toys left out, area needs supervising as parents do not tidy after their children have used it. Very good Very Clean, toilet (ladies) pristine, which is lovely to see. Excellent standard of cleanlinessI find the practice very clean Excellent Website - Additional tools comments Never used it

Confirmation email that prescription is ready rather than a on screen messageCarry on Couldn’t get into the right section to register - but could be my laptop as it doesn’t always like certain websites. Password very hard to remember. Not a lot of appointment options available. Contact numbers sometimes do not work. Most sections are useful but I don't find the repeat prescription process very accessible.

Additional services comments Epilepsy Forum Tinnitus clinic Pain control clinic Well woman clinic Physio clinic Contraception clinic Carer advice Wonderful service It takes too long to see a doctor because you have taken on too many patients Some weight loss support especially for children (under 16)The staff and doctors I have encountered so far have been very kind, polite and knowledgeable - Thank you Selling health items and equipment

Med student feedback Medical students always very considerate seem genuinely interested in patients. Enthusiastic about their learning. I wouldn't mind a student being present if the appointment was a general appt. But if it was for ladies/intimate / personal I would not feel comfortable with this. Students very professional quite happy to have students in most times

Newly qualified GP comments

I was very pleased with my doctor. Friendly, respectful, professional. I am satisfied with diagnosis and prescribed medication. Felt confident as I left the surgery that I would soon be well, and I left smiling. Also the med students were in the surgery a welcome experience. Found them professional and not intrusive.

My only reservation is having a med student or newly qualified GP would be if any recordings were made. Also I'd want to be given the option to refuse in certain circumstance depending on health problem or if I felt my anxiety levels would be affected. Dr Bourne is Lovely and thorough, her manner is friendly but professional Found them very helpful and understanding. No problem seeing them again - Thank you Don't really like to use newly qualified doctors I would be happy to see them if I couldn't see Dr Lorenz Dr Ali was very good, thorough and caring and sensitive, sorry she has left Was very helpful and kind, happy to see again Very helpful The newly qualified doctor was lovely. Very friendly and helpful

Additional feedback

Since joining the practice I have always received 100% satisfaction in the treatment given to me. However I find it more and more difficult to get an appointment to see the doctor I want

I am deeply concerned over waiting times for appointments. This has increased. 2 weeks to see a doctor is too long. I saw a pharmacist instead. 3 weeks to wait for a blood test. Ill health drags on I buy tonics and vitamins to buck me up. Waiting times in surgery have also increased.

A satellite surgery (branch) nearer the villages: Anlaby, Hessle, etc would be so much appreciated. The surgery is a long way when feeling poorly and for the elderly. Some patients may leave the practice for this reason including me.

Usually every time I book to see a DR they are running late, this is inconvenient and I always have to allow a long time for appointments. I am entirely satisfied once I see the dr but nevertheless it is very annoying! It has been this way since I joined, approx 6 yrs Always been very happy with the practice staff and facilities All the doctors I have seen have been excellent -Many Thanks It takes too long to get an appointment with any DR SMS would be more useful if you included a name, particularly when you have 2 or 3 children who are patients. Patient name with appt date/time Some of the reception girls are very nice, helpful and understanding. Like doctor Clark or Dr Lorenz for my children Very grateful to all doctors, nurses and staff, great job Some receptionists are rude, curt and unhelpful. No sympathy or empathy Sometimes very difficult to get appt within a week or two unless it’s an emergency. More drs needed perhaps?

I have waited to see the doctor for maybe half an hour longer than my appointment time when the doctor is running late. I think an alternative DR who isn't running late should be offered to save time.

I realise this is a growing and very popular surgery- so I accept I cannot get an appointment immediately especially when usually this has to be after 4pm to fit in with my job. In an emergency, we usually do get appointments on the day so that is good. I have had the same GP since I was a child and would never consider changing my medical practice, Feel very lucky to have had Dr Hussain and Dr Lorenz as my family GP's Can never get an appointment with the doctor I have seen for 25 years. Feel too many patients have been taken and the practice is over subscribed Think you are getting a clear message via my earlier responses this is the best GP practice I have ever experienced Best Practice I have ever used, Best doctor I have attended