Patient survey results

Period of survey: May 2016

Top areas of performance

Question % of respondents satisfied with service
4) Thinking about any previous visits as well as today’s, how would you rate the pharmacy on the following factors?
a) The cleanliness of the pharmacy
99%
5) Again, including any previous visits to the pharmacy, how would you rate the pharmacist and the other staff who work there?
a) Being polite and taking the time to listen to what you want
99%
5) Again, including any previous visits to the pharmacy, how would you rate the pharmacist and the other staff who work there?
b) Answering any queries you may have
98%
4) Thinking about any previous visits as well as today’s, how would you rate the pharmacy on the following factors?
c) Having in stock the medicines/appliances you need
98%
6) Thinking about all the times you have used this pharmacy, how well do you think it provides each of the following services?
a) Providing advice on a current health problem or a longer term health condition
98%
5) Again, including any previous visits to the pharmacy, how would you rate the pharmacist and the other staff who work there?
f) The staff overall
98%

Areas in need of improvement

Area % of respondents dissatisfied with service Action taken or planned (including timescale)
7) Have you ever been given advice about any of the following by the pharmacist or pharmacy staff?
a) Stopping smoking
95% Team to actively promote healthy living - to re-launch stop smoking service by end of next month - project given to healthcare counter assistant trainee who is completing his stopping smoking training
7) Have you ever been given advice about any of the following by the pharmacist or pharmacy staff?
b) Healthy eating
92%
7) Have you ever been given advice about any of the following by the pharmacist or pharmacy staff?
c) Physical exercise
90%
4) Thinking about any previous visits as well as today’s, how would you rate the pharmacy on the following factors?
f) Having somewhere available where you could speak without being overhead, if you wanted to
4% Remind them to ask patient if they would like to talk in the consultation room for privacy - immediate effect
4) Thinking about any previous visits as well as today’s, how would you rate the pharmacy on the following factors?
b) The comfort and convenience of the waiting areas
4% Have obtained a chair with arm rest from surgery

Pharmacy response to respondent’s additional comments

Areas within control of pharmacy Areas outside control of pharmacy
Revising our filing systems, pulling off prescriptions more than 2 months old from shelves to make room to make prescriptions easier to find (we have actioned this but have not been consistent)

Remind patients of our dedicated repeat prescription re-order line and encourage use of this

Have obtained chair with arm rest from surgery
Encourage patients to wait round corner in surgery waiting room and we can bring prescriptions to them if our area is full

Age range of respondents

16 - 19 20 - 24 25 - 34 35 - 44 45 - 54 55 - 64 65+
0% 2% 14% 8% 20% 18% 38%

Profile of respondents

This is the pharmacy that the respondent chooses to visit if possible This is one of several pharmacies that the respondent uses This pharmacy was just convenient on the day for the respondent
73% 9% 18%