The Eston Surgery
Dedicated to family care
Patient Satisfaction Survey
Results 2012
One hundred and fifty paper surveys were handed out from reception and the consulting rooms. In addition to this, patients were also able to complete the questionnaire via our web site.
The questionnaire was distributed in May, June and July 2012
A total of 78 completed questionnaires were received back.
About Receptionists and Appointments
Q1 How helpful do you find the receptionists at your GP practice?
Very helpful87%
Fairly helpful11%
Not very helpful1%
Not at all helpful0%
Don’t know0%
No response1%
Q2 How easy is it to get through to someone at your GP practice on the phone?
Very easy66%
Fairly easy26%
Not very easy3%
Not at all easy0%
Don’t know1%
Haven’t tried1%
No response3%
Q3 How easy is it to speak to a doctor or nurse on the phone at your GP practice?
Very easy38%
Fairly easy25%
Not very easy3%
Not at all easy0%
Don’t know2%
Haven’t tried28%
No response4%
Q4 If you need to see a GP urgently, can you normally get seen on the same day?
Yes78%
No8%
Don’t know / never needed to12%
No response2%
Q5 How important is it to you to be able to book appointments ahead of time in your practice?
Important80%
Not important16%
No response4%
Q6 How easy is it to book ahead in your practice?
Very easy51%
Fairly easy30%
Not very easy6%
Not at all easy5%
Don’t know0%
Haven’t tried6%
No response2%
Q7 How do you normally book your appointments at your practice? Please tick all boxes that apply.
In person23%
By phone94%
Online8%
Doesn’t apply0%
Q8 Which of the following methods would you prefer to use to book appointments at your practice?Please tick all boxes that apply.
In person23%
By phone92%
Online29%
Doesn’t apply1%
Thinking of times when you want to see a particular doctor:
Q9 How quickly do you usually get seen?
Same day or next day69%
2-4 days15%
5 days or more0%
I don’t usually need to be seen quickly6%
Don’t know, never tried7%
No response3%
Q10 How do you rate this?
Excellent56%
Very good17%
Good8%
Fair2%
Poor1%
Very poor0%
Does not apply8%
No response8%
Thinking of times when you are willing to see any doctor/nurse practitioner:
Q11 How quickly do you usually get seen?
Same day or next day78%
2-4 days14%
5 days or more0%
I don’t usually need to be seen quickly2%
Don’t know, never tried2%
No response4%
Q12 How do you rate this?
Excellent65%
Very good16%
Good8%
Fair2%
Poor1%
Very poor0%
Does not apply1%
No response7%
Thinking of your most recent consultation with a doctor or nurse practitioner
Q13 How long did you wait for your consultation to start?
Less than 5 minutes47%
5 – 10 minutes44%
11 – 20 minutes5%
21 – 30 minutes1%
More than 30 minutes0%
There was no set time for my consultation0%
No response3%
Q14 How do you rate this?
Excellent61%
Very good24%
Good10%
Fair1%
Poor1%
Very poor0%
Does not apply0%
No response3%
About opening times
Q15 Is your GP practice currently open at times that are convenient to you?
Yes - Go to Q1792%
No0%
Don’t know3%
No response5%
Q16 Which of the following additional opening hours would make it easier for you to see or speak to someone?Please tick all boxes that apply.
Before 8am1%
At lunchtime3%
After 6.30pm3%
On a Saturday5%
On a Sunday0%
None of these2%
About seeing the doctor of your choice
Q17 Is there a particular GP you usually prefer to see or speak to?
Yes47%
No - Go to Q1929%
There is usually only one doctor in my surgery - Go to Q1916%
No response8%
Q18 How often do you see or speak to the GP you prefer?
Always or almost always38%
A lot of the time6%
Some of the time5%
Never or almost never0%
Not tried at this GP practice1%
No response50%
How good was the last GP you saw at each of the following?
(If you haven’t seen a GP in your practice in the last 6 months, please go to Q25)
Q19 Giving you enough time
Very good62%
Good20%
Fair5%
Poor1%
Very poor0%
Does not apply0%
No response12%
Q20 Listening to you
Very good67%
Good14%
Fair5%
Poor0%
Very poor1%
Does not apply0%
No response13%
Q21 Explaining tests and treatments
Very good67%
Good16%
Fair2%
Poor0%
Very poor0%
Does not apply2%
No response 13%
Q22 Involving you in decisions about your care
Very good61%
Good21%
Fair2%
Poor0%
Very poor0%
Does not apply1%
No response15%
Q23 Treating you with care and concern
Very good66%
Good19%
Fair3%
Poor0%
Very poor0%
Does not apply1%
No response11%
Q24 Did you have confidence and trust in the GP you saw or spoke to?
Yes, definitely79%
Yes, to some extent11%
No, not at all0%
Don’t know / can’t say0%
No response10%
How good was the last nurse practitioner / nurse you saw at each of the following?
(If you haven’t seen a nurse in your practice in the last 6 months, please go to Q31)
Q25 Giving you enough time
Very good71%
Good12%
Fair6%
Poor1%
Very poor0%
Does not apply3%
No response7%
Q26 Listening to you
Very good75%
Good12%
Fair2%
Poor1%
Very poor0%
Does not apply2%
No response8%
Q27 Explaining tests and treatments
Very good70%
Good16%
Fair5%
Poor0%
Very poor0%
Does not apply3%
No response6%
Q28 Involving you in decisions about your care
Very good67%
Good16%
Fair2%
Poor0%
Very poor0%
Does not apply3%
No response12%
Q29 Treating you with care and concern
Very good73%
Good14%
Fair1%
Poor0%
Very poor0%
Does not apply3%
No response9%
Q30 Did you have confidence and trust in the nurse you saw or spoke to?
Yes, definitely83%
Yes, to some extent5%
No, not at all0%
Don’t know / can’t say1%
No response11%
About care from your doctors and nurses
Thinking about the care you get from your doctors and nurses overall, how well does the practice help you to:
Q31 Understand your health problems?
Very well92%
Unsure3%
Not very well1%
Does not apply1%
No response3%
Q32 Cope with your health problems
Very well85%
Unsure3%
Not very well0%
Does not apply5%
No response7%
Q33 Keep yourself healthy
Very well85%
Unsure7%
Not very well0%
Does not apply1%
No response7%
Q34 Overall, how would you describe your experience of your GP surgery?
Excellent64%
Very good24%
Good6%
Fair2%
Poor1%
Very poor0%
No response3%
Q35 Would you recommend your GP surgery to someone who has just moved to your local area?
Yes, definitely78%
Yes, probably15%
No, probably not1%
No, definitely not1%
Don’t know2%
No response3%
It will help us to understand your answers if you could tell us a little about yourself
Q36 Are you?
Male34%
Female64%
No response2%
Q37 How old are you?
Under 160%
16 to 4441%
45 to 6433%
65 to 7421%
75 or over2%
No response3%
Q38 Do you have a long-standing health condition?
Yes48%
No44%
Don’t know / can’t say3%
No response5%
Q39 What is your ethnic group?
White92%
Black or Black British0%
Asian or Asian British0%
Mixed1%
Chinese0%
Other ethnic group1%
No response6%
Q40 Which of the following best describes you?
Employed (full or part time, including self-employed)43%
Unemployed / looking for work10%
At school or in full time education1%
Unable to work due to long term sickness10%
Looking after your home/family7%
Retired from paid work23%
Other2%
No response4%
Finally, please add any other comments you would like to make about your GP practice:
all very helpful
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Could do with a pharmacy that was more helpful. and didn’t have a long wait for tabs. We go to redcar boots if its not needed straight away .
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Dr Chatterjee is very caring and always ready to listen to you.
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Dr Chatterjee excellent. I am very lucky to be in this surgery doctor and all the staff are excellent. I feel I’m a very lucky patient.
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Everything about it is excellent
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Everything is very good. Happy
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Friendly pleasant helpful nice waiting area.
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GP very nice & friendly receptionist pleasant
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Great surgery. Practice Dr Excellent
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I always feel good after i talk to the doctor or nurse
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I get on very well with all the team at this practice
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I have always been more than satisfied with this practice.1st time visit with my new GP think he's great!
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I have been with practice 52 yrs and have regarded dr's and staff with high regard.
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I receive excellent care from all employees at my surgery. always helpful, polite and they genuinely care
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it is a pleasure to visit Eston surgery, such a massive improvement on Bolckow road - thank you
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it would be nice if we could have our INI blood test put online, it would eliminate having to phone up, taking up receptionists time. also making sure that there were no mistakes made. i do not feel that this would jeopardise or violate any of the privacy issues
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Lovely family practice. Many thanks.
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Maybe have a counselling service for children
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my name is g***** h********. I think the doctors and nurses and people who work behind the desk are wonderful and are really lovely people
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My practice was brilliant on the day I ring to say I needed to see someone as I did not feel well. people sometimes knock the N.H.S but Isuppose the are the ones with colds and flu.
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I have been treated with every courtesy since moving in this area 20 months ago and have always been treated with respect and care
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Practice/Dr is most friendly used in north east. Very rarely have to wait for appointment.
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Reception always friendly and helpful
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recommend Saturday clinic for those who work Monday to Friday
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staff are very helpful and pleasant
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test
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the appointment times have improved
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the car park in front of the pharmacy should be all mobility area - it is a long hard walk from the bottom parking bays up hill as my wife found out more than once after driving round looking for a parking bay and ending up down the bottom parking area
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the doctors, nurses and nurse practitioner are all excellent and supportive at my gp practice. they have given me the best care at all times
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The only thing that Eston surgery can improve on is when you try to make an appointment you should be able to book in advance. Thank you.
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Very good medical centre easy access to all the doctors and nurses and chemists very pleasant to visit.
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we have an excellent team at the Eston surgery
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