Customer Survey Results

Transcription

1 Customer Survey Results Run from April 2016 to March 2017 Number of surveys analysed Thank you to all of you who spared the time to fill in the questionnaires we gave you last year, especially for those of you who made the wonderful comments below! Very convenient, easy and pleasant experience, thanks. Very happy! 75 Our best area from your questionnaire answers was: The staff overall Our key area for improvement is "providing advice on stopping smoking" and this is what we propose to do to improve our performance Q3 How satisfied were you with the time it took to provide your prescription and/or any other NHS services you required? Very Satisfied or Fairly satisfied Q5 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? Very Good or Fairly Good Q9 Finally, taking everything into account - the staff, the shop and the service provided - how would you rate the pharmacy where you received this questionnaire? Excellent or Very Good Demographic information Age No. % Sex No. % % Male % % Female % % Type of Customer No. % % You have or care for a child(ren) under % % You have or care for a child(ren) from 5 to % % You are a carer for a sufferer of longstanding illness % Neither look after children nor the long term ill % Survey carried out by TheInformacist.com

2 Patient Satisfaction Survey 2016/17 Summary Report - Jhoots Pharmacy Fox Hollies Overall results Visit to your pharmacy on the day of the survey Qu 3, Qu 8 and Qu 9 58% of the respondents chose your pharmacy to visit if possible and 71% were Very Satisfied with speed of service 96% of your customers rated your pharmacy as Excellent or very good. Pharmacy infrastructure Qu 4 You scored over 81% very good in all sections except your provision of a private area 59% Pharmacy staff Qu 5 This is an area where you are very good since they score over 81% on every category including 87% overall. Services provided by the pharmacy Qu 6: Taking the answers only of those who had used the service: Advice on a current health problem: scored 88% Very Well Providing general advice: scored 81% Very Well Disposing of medicines: scored 76% Very Well Signposting: 82% Very Well General health advice Qu 7: Up to 87% said that they had not received advice from you or your staff on smoking, healthy eating and exercise. Question 10 Mainly positive comments with a few suggestions. Question 11 A) 97% happy with storage B) 66% asked for their consent C) 98% felt their views were respected Demographics Qu 12, 13 & 14 From the commercial point of view the survey indicates you have 66% female customers as opposed to 34% male, 39% are over 45 and 53% have neither children nor dependent relatives to care for Recommendations 1. Keep doing what you are doing for most things! You and your staff are much appreciated. Well done. 2. The question about private areas is not phrased to distinguish whether the customer is unhappy about the privacy issue. It merely asks for comment. We recommend you find out what your customers really want. 3. Providing healthy living advice Qu.7 is something that is not done well so it might be useful to think of ways that you and your staff could weave the health messages into general conversation with your customers and actually hand out lifestyle leaflets to customers. 4. Your demographics may suggest continuing to stock baby and children items, as 61% of your respondents are under 45 with 21% having children under 5, but also increasing your self indulgent ranges for the person, with more disposable income because 53% have no dependents.

3 Jhoots Pharmacy Fox Hollies, The Acocks Green Medical Centre, 999 Warwick Road, Acocks Green, Birmingham, B27 6QJ Patient Satisfaction Survey % of valid % of No. forms answers Q1 Why did you visit this pharmacy today? Total Questionnaires Returned 75 To collect a script for yourself % 71.43% To collect a script for someone else % Collect a script for yourself and someone else % 5.19% Other Good Bad 3 4 Q2 If you collected a prescription today Were you able to collect it straight away? % Did you have to wait in the pharmacy? % 40.85% Did you come back later? % Q3 How satisfied were you with the time it took to provide your prescription and/or any other NHS services you required? Very Satisfied % 71.23% Fairly satisfied % Not very satisfied Not at all Satisfied Q4 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 Very Good % 82.67% Fairly Good % 17.33% Fairly poor Very Poor Don't Know b) The comfort and convenience of the waiting areas (e.g. seating or standing room) Very Good % 81.33% Fairly Good % 17.33% Fairly poor Very Poor Don't Know % 1.33% c) Having in stock the medicines/appliances you need Very Good % 82.43% Fairly Good % 17.57% Fairly poor Very Poor Don't Know d) Offering a clear and well organised layout Very Good % 85.33% Fairly Good % 14.67% Fairly poor Very Poor Don't Know

4 e) How long you have to wait to be served Very Good % 82.43% Fairly Good % 17.57% Fairly poor Very Poor Don't Know f) Having somewhere available where you could speak without being overheard, if you wanted to Very Good % 58.67% Fairly Good % 34.67% Fairly poor % 2.67% Very Poor Don't Know Q5 Again, including any previous visits to this 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 Very Good % 82.67% Fairly Good % 17.33% Fairly poor Very Poor Don't Know b) Answering any queries you may have Very Good % 82.67% Fairly Good % 14.67% Fairly poor Very Poor Don't Know % 2.67% c) The service you received from the pharmacist Very Good % 85.33% Fairly Good % 14.67% Fairly poor Very Poor Don't Know d) The service you received from the other pharmacy staff Very Good % 83.78% Fairly Good % 14.86% Fairly poor Very Poor Don't Know % 1.35% e) Providing an efficient service Very Good % 81.33% Fairly Good % 18.67% Fairly poor Very Poor Don't Know

5 f) The staff overall Very Good % 86.67% Fairly Good % 13.33% Fairly poor Very Poor Don't Know Q6 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 Very Well % 71.62% Fairly Well % Not very well Not at all well Never used % b) Providing general advice on leading a more healthy lifestyle Very Well % 67.57% Fairly Well % 13.51% Not very well Not at all well Never used % 18.92% c) Disposing of medicines you no longer need Very Well Fairly Well % 11.11% Not very well % 2.78% Not at all well Never used % 23.61% d) Providing advice on health services or information available elsewhere Very Well % 71.23% Fairly Well % 10.96% Not very well Not at all well Never used % 17.81% Q7 Have you ever been given advice about any of the following by the pharmacist or pharmacy staff? Stopping smoking Yes % No % 86.57% Healthy eating Yes % No % 82.35% Physical exercise Yes % 18.57% No % Q8 Which of the following best describes how you use this pharmacy? Stopping smoking Healthy eating Physical exercise Choose to visit if possible % One of several I use % 20.51% Just convenient today % 21.79%

6 Q9 Finally, taking everything into account - the staff, the shop and the service provided - how would you rate the pharmacy where you received this questionnaire? Excellent % 54.67% Very Good % 41.33% Good Fair Poor Q10 If you have any comments about how the service from this pharmacy could be improved, please write them in here: (11a) After you receive services or advice from us, we may retain some of your health information so that we can better help when you next visit the pharmacy. We always keep this information safely stored and kept absolutely confidential. Are you happy with the way we do this? Yes % No % 3.08% (11b) In certain circumstances, the pharmacy may need to ask your consent to share your data with another healthcare professional to support your care. We will never pass on your health information without your express permission. Has the pharmacy ever asked for your consent like this? Yes % 66.15% No % 33.85% (11c) If so, do you feel your wishes were respected? Yes % 97.73% No % 2.27% Q12 How old are you? % 5.63% % 14.08% % % 15.49% % % % 9.86% 3 25% 2 15% 1 5% 6 7 Q13 Are You Male % 33.85% Female % 66.15% Q14 Which of the following apply to you: You have or care for a child(ren) under % 21.33% You have or care for a child(ren) from 5 to % 21.33% You are a carer for a sufferer of longstanding illness Neither look after children nor the long term ill % 53.33%