Patient survey results

Period of survey: May 2016

Top areas of performance

Question % of respondents satisfied with service
3) How satisfied were you with the time it took to provide your prescription and/or any other NHS services you required? 99.4%
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
100%
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
98.7%
5) Again, including any previous visits to the pharmacy, how would you rate the pharmacist and the other staff who work there?
c) The service you received from the pharmacist
98.7%
9) Finally, taking everything into account - the staff, the shop and the service provided - how would you rate the pharmacy where you received this questionnaire? 99.3%

Areas in need of improvement

Area % of respondents dissatisfied with service Action taken or planned (including timescale)
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
5.1% Inform patients verbally or via posters that we have a consultation room available
6) Thinking about all the times you have used this pharmacy, how well do you think it provides each of the following services?
d) Providing advice on health services or information available elsewhere
95% (Rating reflects % of respondents that did not use these services) Need more promotional material to advertise other services as patients are not aware
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
4.6% Few complained of uncomfortable hard seats

Pharmacy response to respondent’s additional comments

Areas within control of pharmacy Areas outside control of pharmacy
5 mins promise not always happening - ensure team are telling customers if they think their prescription will take longer than 5 mins, otherwise faster more efficient service

Staff to call or text when medication is in - improve calling system when asked to do so
Seating area uncomfortable - seats are adequate for now

Not always possible to have very quiet conversations on shop floor unless using consultation room

Age range of respondents

16 - 19 20 - 24 25 - 34 35 - 44 45 - 54 55 - 64 65+
2% 6.5% 10.5% 23.5% 17% 15% 25.5%

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
70% 14% 16%