Community Pharmacy Patient Questionnaire Results for Miltons Chemists ST2 8BW Completed for 2016-2017 Patient Satisfaction Surveys processed by www.intellipharm.co.uk
Summary of the information recorded in the report. Summary of the information recorded above. The CCG or successor organisation may want to see this on monitoring visits or at other times (it can be paper based or electronic) (the ranking is the order from 1 to 21, of the percentage responses, as either satisfied or dissatisfied with 1 being the most satisfied or the most dissatisfied as appropriate) Question Dissatisfied Ranking Satisfied Ranking Q4 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 Q6 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? d) Providing advice on health services or information available elsewhere 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? 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 Q4 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 Q5 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? d) The service you received from the other pharmacy staff Q6 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? a) Providing advice on a current health problem or a longer term health condition Q6 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? b) Providing general advice on leading a more healthy lifestyle Q3 How satisfied were you with the time it took to provide your prescription and/or any other NHS services you required? Q4 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 Q4 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 overheard, if you wanted to 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 Q5 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? b) Answering any queries you may have Q5 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? c) The service you received from the pharmacist Q5 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? e) Providing an efficient service Q5 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? f) The staff overall Q6 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? c) Disposing of medicines you no longer need 0 19 100 1 0 20 100 2 0 21 100 3 1 14 99 4 1 15 99 5 1 16 99 6 1 17 99 7 1 18 99 8 2 5 98 9 2 6 98 10 2 7 98 11 2 8 98 12 2 9 98 13 2 10 98 14 2 11 98 15 2 12 98 16 2 13 98 17
Question Dissatisfied Ranking Satisfied Ranking Q4 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 (e.g. seating or standing room) Q7 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? a) Stopping smoking Q7 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? b) Healthy eating Q7 Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? c) Physical exercise 4 4 96 18 82 3 18 19 84 1 16 20 84 2 16 21
Q1) Why did you visit this pharmacy today? To collect a prescription for: Yourself Someone else Both Other Miltons Chemists 60% 26% 12% 2% No Other Reasons 1 2 Came with friend Page 2 of 31
Q2) If you collected a prescription today, were you able to collect it straight away, did you have to wait in the pharmacy or did you come back later to collect it? Straight away Waited in pharmacy Came back later Miltons Chemists 41% 56% 4% Page 3 of 31
Q3) How satisfied were you with the time it took to provide your prescription and/or any other NHS services you required? Overall results Not at all satisfied Not very satisfied Fairly satisfied Very Satisfied Miltons Chemists 0% 2% 17% 81% Patients Collecting Prescriptions Not at all satisfied Not very satisfied Fairly satisfied Very Satisfied Miltons Chemists 0% 2% 17% 82% Page 4 of 31
Patients receiving other NHS services Not at all satisfied Not very satisfied Fairly satisfied Very Satisfied Miltons Chemists 0% 0% 50% 50% Waiting times can be too long due to the layout of the store and staffing levels Page 5 of 31
Q4) Thinking about any previous visits as well as today's, how would you rate the pharmacy on the following factors? Please tick one box for each aspect of the pharmacy listed below, to show how good or poor you think it is: a) The cleanliness of the pharmacy Very poor Fairly poor Fairly good Very good Do not know Miltons Chemists 1% 0% 2% 97% 0% Page 6 of 31
Q4) Thinking about any previous visits as well as today's, how would you rate the pharmacy on the following factors? Please tick one box for each aspect of the pharmacy listed below, to show how good or poor you think it is: b) The comfort and convenience of the waiting areas (e.g. seating or standing room) Very poor Fairly poor Fairly good Very good Do not know Miltons Chemists 1% 3% 13% 83% 0% Page 7 of 31
Q4) Thinking about any previous visits as well as today's, how would you rate the pharmacy on the following factors? Please tick one box for each aspect of the pharmacy listed below, to show how good or poor you think it is: c) Having in stock the medicines/appliances you need Very poor Fairly poor Fairly good Very good Do not know Miltons Chemists 0% 0% 9% 90% 1% The range of products available and the stock levels appeal to our customer base Page 8 of 31
Q4) Thinking about any previous visits as well as today's, how would you rate the pharmacy on the following factors? Please tick one box for each aspect of the pharmacy listed below, to show how good or poor you think it is: d) Offering a clear and well organised layout Very poor Fairly poor Fairly good Very good Do not know Miltons Chemists 0% 1% 4% 95% 0% Page 9 of 31
Q4) Thinking about any previous visits as well as today's, how would you rate the pharmacy on the following factors? Please tick one box for each aspect of the pharmacy listed below, to show how good or poor you think it is: e) How long you have to wait to be served Very poor Fairly poor Fairly good Very good Do not know Miltons Chemists 2% 0% 12% 84% 2% Page 10 of 31
Q4) Thinking about any previous visits as well as today's, how would you rate the pharmacy on the following factors? Please tick one box for each aspect of the pharmacy listed below, to show how good or poor you think it is: f) Having somewhere available where you could speak without being overheard, if you wanted to Very poor Fairly poor Fairly good Very good Do not know Miltons Chemists 2% 0% 5% 91% 2% Page 11 of 31
Q5) Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? Please tick one box for each aspect of the service listed below, to show how good or poor you think it is: a) Being polite and taking the time to listen to what you want Very Poor Fairly Poor Fairly Good Very Good Do not Know Miltons Chemists 2% 0% 2% 96% 1% Page 12 of 31
Q5) Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? Please tick one box for each aspect of the service listed below, to show how good or poor you think it is: b) Answering any queries you may have Very Poor Fairly Poor Fairly Good Very Good Do not Know Miltons Chemists 2% 0% 2% 95% 1% Page 13 of 31
Q5) Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? Please tick one box for each aspect of the service listed below, to show how good or poor you think it is: c) The service you received from the pharmacist Very Poor Fairly Poor Fairly Good Very Good Do not Know Miltons Chemists 2% 0% 4% 92% 2% Page 14 of 31
Q5) Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? Please tick one box for each aspect of the service listed below, to show how good or poor you think it is: d) The service you received from the other pharmacy staff Very Poor Fairly Poor Fairly Good Very Good Do not Know Miltons Chemists 1% 0% 2% 95% 2% Page 15 of 31
Q5) Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? Please tick one box for each aspect of the service listed below, to show how good or poor you think it is: e) Providing an efficient service Very Poor Fairly Poor Fairly Good Very Good Do not Know Miltons Chemists 2% 0% 2% 96% 1% Page 16 of 31
Q5) Again, including any previous visits to this pharmacy, how would you rate the pharmacist and the other staff who work there? Please tick one box for each aspect of the service listed below, to show how good or poor you think it is: f) The staff overall Very Poor Fairly Poor Fairly Good Very Good Do not Know Miltons Chemists 2% 0% 2% 96% 1% The staff try to offer a professional yet friendly service. Page 17 of 31
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 Not at all well Not very well Fairly well Very well Never used Miltons Chemists 1% 0% 13% 68% 19% Page 18 of 31
Q6) Thinking about all the times you have used this pharmacy, how well do you think it provides each of the following services? b) Providing general advice on leading a more healthy lifestyle Not at all well Not very well Fairly well Very well Never used Miltons Chemists 0% 1% 14% 56% 30% we need to increase our Healthy Living Pharmacy promotional activity. Page 19 of 31
Q6) Thinking about all the times you have used this pharmacy, how well do you think it provides each of the following services? c) Disposing of medicines you no longer need Not at all well Not very well Fairly well Very well Never used Miltons Chemists 0% 2% 6% 65% 27% Page 20 of 31
Q6) 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 Not at all well Not very well Fairly well Very well Never used Miltons Chemists 0% 0% 8% 72% 20% Page 21 of 31
Q7) Have you ever been given advice about any of the following by the pharmacist or pharmacy staff? a) Stopping smoking Yes No Miltons Chemists 18% 82% There is a demand in the area but we not had sufficient staffing to provide a full service. We also need to increase the number of leaflets available and coordinate with national campaigns. Page 22 of 31
Q7) Have you ever been given advice about any of the following by the pharmacist or pharmacy staff? b) Healthy eating Yes No Miltons Chemists 16% 84% Page 23 of 31
Q7) Have you ever been given advice about any of the following by the pharmacist or pharmacy staff? c) Physical exercise Yes No Miltons Chemists 16% 84% Page 24 of 31
Q8) Which of the following best describes how you use this pharmacy? Probably chosen One among several pharmacies For your convenience Miltons Chemists 85% 11% 4% Page 25 of 31
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? Poor Fair Good Very Good Excellent Miltons Chemists 0% 0% 2% 34% 64% There is 100% appreciation of our current services but there is some room for improvement. We need to look to move some of the very good respondents in to the excellent category. Page 26 of 31
Q10) If you have any comments about how the service from this pharmacy could be improved, please write them in here: No comments Miltons Chemists 15% 85% No 1 2 Excellent 3 All good 4 Fantastic staff 5 6 Page 27 of 31
7 8 Very helpful staff here 9 None excellent service 10 11 12 13 14 Happy and helpful always 15 16 17 Fantastic staff 18 Very good staff 19 Needs new chairs Page 28 of 31
Q11) How old are you? Community Patient Satisfaction Survey 16-19 20-24 25-34 35-44 45-54 55-64 65+ Miltons Chemists 1% 2% 11% 24% 24% 17% 21% Page 29 of 31
Q12) Are you Male Female Miltons Chemists 33% 67% Page 30 of 31
Q13) Which of the following apply to you: for, children under 16 for someone Neither Miltons Chemists 33% 18% 49% Page 31 of 31