Patient survey results

Period of survey: March 2017

Top areas of performance

Question % of respondents satisfied with service
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
99%
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
99%
7) Have you ever been given advice about any of the following by the pharmacist or pharmacy staff?
a) Stopping smoking
99%
7) Have you ever been given advice about any of the following by the pharmacist or pharmacy staff?
b) Healthy eating
99%
5) Again, including any previous visits to the pharmacy, how would you rate the pharmacist and the other staff who work there?
e) Providing an efficient service
99%
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
98%

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?
e) How long you have to wait to be served
5% Ensure all customers are served within 30 seconds of arrival
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% Make customers aware of our consultation room and its uses
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
5% Keep a wider range of stock in the shop and dispensary
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? 4% Take more pride in the services and customer service we provide in branch
4) Thinking about any previous visits as well as today’s, how would you rate the pharmacy on the following factors?
d) Offering a clear and well organised layout
3% Group similar products together and make them more accessible to customers
3) How satisfied were you with the time it took to provide your prescription and/or any other NHS services you required? 3% Provide a quicker collection service for customers

Pharmacy response to respondent’s additional comments

Areas within control of pharmacy Areas outside control of pharmacy
C - "Long time to have to wait for an inhaler, understand if lots of people or tablets to be dispensed"
A - Explain to the customer that despite the item/type of medication being dispensed the process is the same and we’re working as fast as we can. Other than this, make sure as soon as it’s ready it’s handed to the customer
 

Age range of respondents

16 - 19 20 - 24 25 - 34 35 - 44 45 - 54 55 - 64 65+
1% 2% 8% 17% 15% 23% 34%

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
68% 14% 18%