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Patient Survey Results

Patient Survey 2018/19

The survey had 125 responses.

Taking into account your overall experience of the surgery, would you recommend us to your friends and family?

  • Extremely Likely - 56 (44.8%).
  • Likely - 37 (29.6%).
  • Neither likely or unlikely - 14 (11.2%).
  • Unlikely - 11 (8.8%).
  • Extremely Unlikely - 4 (3.2%).
  • Don’t know - 3 (2.4%).
  • No response - 0 (0.0%).
Taking into account your overall experience of the surgery, would you recommend us to your friends and family?

How helpful do you find the receptionists at your GP practice?

  • Very helpful - 86 (68.8%).
  • Fairly helpful - 29 (23.2%).
  • Not very helpful - 10 (8.0%).
  • Don’t know - 0 (0.0%).
  • No response - 0 (0.0%).
How helpful do you find the receptionists at your GP practice?

Can you get through via the telephone to your GP surgery within a satisfactory time?

  • All the time - 20 (16.0%).
  • Most of the time - 64 (51.2%).
  • Some of the time - 36 (28.8%).
  • Hardly ever - 5 (4.0%).
  • No response - 0 (0.0%).
Can you get through via the telephone to your GP surgery within a satisfactory time?

How easy is it to get an appointment with a Clinician on the same day?

  • Very easy - 19 (15.2%).
  • Easy - 38 (30.4%).
  • Not very easy - 37 (29.6%).
  • Not at all easy - 21 (16.8%).
  • Don’t know - 8 (6.4%).
  • No response - 2 (1.6%).
How easy is it to get an appointment with a clinician on the same day?

How easy is it to book ahead in your practice?

  • Very easy - 14 (11.2%).
  • Easy - 21 (16.8%).
  • Not very easy - 42 (33.6%).
  • Not at all easy - 26 (20.8%).
  • Don’t know - 12 (9.6%).
  • No response - 10 (8.0%).
How easy is it to book ahead in your practice?

How satisfied are you with the overall treatment you receive from your GP at your practice?

  • Very satisfied - 56 (44.8%).
  • Satisfied - 37 (29.6%).
  • Fairly satisfied - 14 (11.2%).
  • Not satisfied at all - 8 (6.4%).
  • No response - 10 (8.0%).
How satisfied are you with the overall treatment you receive from your GP at your practice?

How easy is it to get an appointment with the nurse at your practice?

  • Very easy - 35 (28.0%).
  • Easy - 46 (36.8%).
  • Not very easy - 20 (16.0%).
  • Not at all easy - 1 (0.8%).
  • Don’t know - 12 (9.6%).
  • No response - 11 (8.8%).
How easy is it to get an appointment with the nurse at your practice?

How satisfied are you with the overall treatment you receive from the nurses at your practice?

  • Very satisfied - 69 (55.2%).
  • Satisfied - 33 (26.4%).
  • Not very satisfied - 5 (4.0%).
  • Don’t know - 6 (4.8%).
  • No response - 12 (9.6%).
How satisfied are you with the overall treatment you receive from the nurses at your practice?

Do you have any further comments/suggestions?

This is a free-text question, so analysis cannot be performed.

The following free-text responses were declared:

  • new service is working very well, both times I've needed help I've been seen the same day:) (1)
  • Customer service level not good, (1)
  • I have been a patient at this surgery for nearly 15 years, and it’s a shame that it gets worse and worse every time I try to get an appointment, I understand that there is a lot of demand for the GP’s surgery but it is reduculous that you cannot get an appointment with a doc when you need it most! It’s not like I see the GP once a week, it’s maybe once in 6 months and when I need to see a doc. The receptionist are supposedly trained to know who to book the appointment with and only will book if it’s an emergency- my health and me not feeling well is an emergency! Not for another to decide if it is or not, I would not recommend this surgery to any friends or family only on the basics that it’s the hardest thing to get to see a GP or get an appointment the same day- (1)
  • A really good surgery given to patients the right care (1)
  • Most people start work by either 8 or 9 so why doesn't this surgery open earlier, say 7.30 like other surgeries do to cater for people that work. Also why on earth do you shut for lunch, that's another hour wasted, how hard is it to leave 1 doctor & receptionist on while rest go for lunch, again catering for working people who can only come in their own lunchbreak!! (1)
  • I would say in the last 2.5 year the surgery has improved (1)
  • when you ask to be referred to a doctor, you should be and not a nurse (1)
  • i was unable to book an appointment online for a medication review on 18/10/18 as it stated no availability for the next 10 days therefore i could not order my medication which is unacceptable so i will now have to ring up. (1)
  • very happy, fab service (1)
  • I have been a patient at this surgery for many years and it used to be a veryfriendly enviroment, welcoming to patients. Inow find ti to be opposite, hard to get an appointment . Luckily I do not have to see a doctor offen. (1)
  • Very friendly helpful practice. More appointments Pre-bookable worked, be helpful for working patients who know their days off. (1)
  • l get my perceptions an they are Mostly on odd days so it is easy to run out an the Pharmacy can not keep up with it When l came to Bognor l got all on same day makes it very hard to rember Which Tablets on Which day . Could l not have them all together once a month. MRS C M HARDING (1)
  • (1)
  • Need to be able to book in advance (1)
  • Please offer advance booking to see GP as we are not always able to take days off work to ensure obtaining an appointment. Can online appointment booking be made available please. (1)
  • The service at this practice is excellent ! (1)
  • Under question 2 patient add 'all depends who is working' (1)
  • Receptionists do not take you seriously at all I told the receptionist I had blood in my urine and in my stool and needed to see a doctor ,she. Booked me in with a nurse instead ,who promptly booked me in to see a doctor the next day ,so instead of having time off of work for one day I had to book more time off ,I literally feel like you would have to have a limb hanging off to get an appointment with a doctor at your surgery ,it puts people off ,I wonder how many people are waiting to long to have serious illnesses or cancer to be diagnosed because the receptionists are so useless ! (1)
  • some magazines in receptions would be very welcome (1)
  • I have excellent treatment myself from the nurses but I brought a relative in and had opposite. When I suggested to the nurse to read the notes, I was informed she didn't have time . Sadly the patient had cancer and dementiaand was telling a fictional story to the nurse concerning her injury whichh I was trying to bring to her attention the outcome of his was I had to call another nurse the next day. So more dementia training and if the patient is accompanied it's usually recessary and they shouldn't be treated as a nuisance. With my care the biggest problems have bring caused by seeing different doctors so no continuity of care as a result I feel a lot of time has been wasted which is neither productive for me or the surgery (1)
  • Appreciate all your good, hard work you all do. There when I need you. Well done (1)
  • Almost impossible to convince receptionists that I really want to see a doctor. I don't like telling non medics my symptoms. (1)

Patient Survey 2017/18

The survey had 118 responses.

Taking into account your overall experience of the surgery, would you recommend us to your friends and family?

  • Extremely Likely - 48 (40.7%).
  • Likely - 40 (33.9%).
  • Neither likely or unlikely - 14 (11.9%).
  • Unlikely - 6 (5.1%).
  • Extremely Unlikely - 9 (7.6%).
  • Don’t know - 0 (0.0%).
  • No response - 1 (0.8%).

How helpful do you find the receptionists at your GP practice?

  • Very helpful - 88 (74.6%).
  • Fairly helpful - 20 (16.9%).
  • Not very helpful - 7 (5.9%).
  • Don’t know - 2 (1.7%).
  • No response - 1 (0.8%).

Can you get through via the telephone to your GP surgery within a satisfactory time?

  • All the time - 18 (15.3%).
  • Most of the time - 49 (41.5%).
  • Some of the time - 37 (31.4%).
  • Hardly ever - 10 (8.5%).
  • No response - 4 (3.4%).

If you need to see a GP urgently, can you normally get seen on the same day?

  • Yes - 58 (49.2%).
  • No - 28 (23.7%).
  • Never needed to - 25 (21.2%).
  • No response - 7 (5.9%).

How easy is it to book ahead in your practice?

  • Very easy - 17 (14.4%).
  • Easy - 29 (24.6%).
  • Not very easy - 33 (28.0%).
  • Not at all easy - 23 (19.5%).
  • Don’t know - 14 (11.9%).
  • No response - 2 (1.7%).

How satisfied are you with the overall treatment you receive from your GP at your practice?

  • Very satisfied - 57 (48.3%).
  • Satisfied - 40 (33.9%).
  • Fairly satisfied - 12 (10.2%).
  • Not satisfied at all - 5 (4.2%).
  • No response - 4 (3.4%).

How easy is it to get an appointment with the nurse at your practice?

  • Very easy - 39 (33.1%).
  • Easy - 47 (39.8%).
  • Not very easy - 16 (13.6%).
  • Not at all easy - 3 (2.5%).
  • Don’t know - 11 (9.3%).
  • No response - 2 (1.7%).

How satisfied are you with the overall treatment you receive from the nurses at your practice?

  • Very satisfied - 63 (53.4%).
  • Satisfied - 44 (37.3%).
  • Fairly satisfied - 2 (1.7%).
  • Not satisfied at all - 2 (1.7%).
  • No response - 7 (5.9%).

Do you have any further comments/suggestions?

This is a free-text question, so analysis cannot be performed.

The following free-text responses were declared:

  • Excellent service (1)
  • Love this practice and would hate to see it close. Thank you for all you do. (1)
  • Practice is well located for people in central Bognor, comfortable seating and pleasant consulting rooms. (1)
  • Great care received and well treated (1)
  • A very friendly medical practice (1)
  • Can't pre-book and very hard to get through on the phone and when you do, all the appointment are gone. (1)
  • Bognor Medical Practice have always treated me graciously (1)
  • The waiting time is horrendous - waited almost an hour for an appointment and wasn't informed of the delay (1)
  • Very hard to get through in the morning. Can it be changed to be able to get an appointment in the morning and at lunch time ? (1)
  • When booking an appointment the receptionist doesn't let me finish the sentence. Also it is hard to make a late appointment (1)
  • Music in reception - more classical music (1)
  • IImpossible to get an appointment, most staff rude and unhelpful (1)
  • Very happy over 20+ years ! (1)
  • Visual display board doesn't show information for long enough (1)
  • Keep on going (1)
  • Later appointments would be appreciated - 5pm + (1)
  • Let us know of changes e.g.: prescription desk close times. Also the information on answer machine too long (1)
  • You are wonderful ! Thank you (1)
  • Hardly ever get to see you own named GP (1)
  • Despite being under enormous pressure all receptionist show great patience and empathy. The GP's are also very pleasant and helpful. I am greatful to be at such a good surgery (1)
  • Appointment system is terrible. Also shutting for lunch, only surgery I know that does that (1)
  • Not happy with the book on the day appointment system. (1)
  • Difficult to get through on the phone (1)
  • Being able to book an appointment in advance if a doctor requested to see you (1)
  • I am satisfied with the service I get (1)
  • The place is really good and hygenic and all the staff are friendly. However, I would get more staff to answer the phone because sometimes you have to wait quite a while to get through to someone (1)
  • Would be nice to see the same GP all the time (1)
  • Because it's not easy to book appointments in advance, when I have to ring up on the day I feel guilty that I'm taking an 'urgent' appointment from someone else. (1)
  • Information on display board not on for long enough (1)
  • This is clearly and by far the friendliest surgery I have ever attended (1)
  •  Your system is very confusing and when you don't feel well it is awful. I have been coming to tge sugery for over 20 years and on the whole am very happy with the service......once you get in the door. I feel like i am 'bothering' the surgery when they are there to help me and you shouldknow which patients abuse the service and which don't. (1)
  • It would be good to book in advance - apart from that no problems, lovely bunch under too much pressure. (1)
  • they are all overworked and under pressure from new patients (1)
  • When phoning in the afternoon once, the person I spoke to was rude. You have improved lots over the last years when I first came here (1)

Patient Survey 2016/17

The survey had 113 responses.

Taking into account your overall experience of the surgery, would you recommend us to your friends and family?

  • Extremely Likely - 42 (37.2%).
  • Likely - 42 (37.2%).
  • Neither likely or unlikely - 11 (9.7%).
  • Unlikely - 7 (6.2%).
  • Extremely Unlikely - 9 (8.0%).
  • Don’t know - 1 (0.9%).
  • No response - 1 (0.9%).

How helpful do you find the receptionists at your GP practice?

  • Very helpful - 64 (56.6%).
  • Fairly helpful - 35 (31.0%).
  • Not very helpful - 12 (10.6%).
  • Don’t know - 1 (0.9%).
  • No response - 1 (0.9%).

Can you get through via the telephone to your GP surgery within a satisfactory time?

  • All the time - 12 (10.6%).
  • Most of the time - 35 (31.0%).
  • Some of the time - 38 (33.6%).
  • Hardly ever - 26 (23.0%).
  • No response - 2 (1.8%).

If you need to see a GP urgently, can you normally get seen on the same day?

  • Yes - 59 (52.2%).
  • No - 25 (22.1%).
  • Never needed to - 28 (24.8%).
  • No response - 1 (0.9%).

How easy is it to book ahead in your practice?

  • Very easy - 11 (9.7%).
  • Easy - 40 (35.4%).
  • Not very easy - 21 (18.6%).
  • Not at all easy - 27 (23.9%).
  • Don’t know - 12 (10.6%).
  • No response - 2 (1.8%).

Are you aware that we now offer pre-bookable Saturday appointments with a GP?

  • Yes - 50 (44.2%).
  • No - 59 (52.2%).
  • No response - 4 (3.5%).

How satisfied are you with the overall treatment you receive from your GP at your practice?

  • Very satisfied - 57 (50.4%).
  • Satisfied - 28 (24.8%).
  • Fairly satisfied - 19 (16.8%).
  • Not satisfied at all - 7 (6.2%).
  • No response - 2 (1.8%).

How easy is it to get an appointment with the nurse at your practice?

  • Very easy - 25 (22.1%).
  • Easy - 56 (49.6%).
  • Not very easy - 10 (8.8%).
  • Not at all easy - 5 (4.4%).
  • Don’t know - 14 (12.4%).
  • No response - 3 (2.7%).

How satisfied are you with the overall treatment you receive from the nurses at your practice?

  • Very satisfied - 63 (55.8%).
  • Satisfied - 30 (26.5%).
  • Fairly satisfied - 7 (6.2%).
  • Not satisfied at all - 4 (3.5%).
  • No response - 9 (8.0%).

Would you be interested in joining an online Patient Participation group to help with communication between patient and practice and act as a forum for feedback and suggestions?

  • Yes - 17 (15.0%).
  • No - 90 (79.6%).
  • No response - 6 (5.3%).

Do you have any further comments/suggestions?

This is a free-text question, so analysis cannot be performed.

The following free-text responses were declared:

  • Having impaired sight makes it difficult to read when my name comes up on the screen and the room number. The receptionist can request for the doctor/nurse to call out my name but this doesn't always happen. Also I don't understand why the toilets can not be left open. I cannot read the tiny buttons to release the lock and have to wait for someone to key in the code for me. I am sire there are many patients with sight problems at your practice, and I hope you will be able to address these issues. (2)
  • Collapsed twice in town within past 6 months. Ambulance called both times. Told to visit GP when recovered. GP very dismissive and told "it's age". Did nothing to allay fears and was not tested for anything. Disappointed is an understatement. Patients are not targets. We come to you for understanding, not to go home in tears and with no answers. (1)
  • With the Bognor Health Centre, i've been continually left perplexed as to why i'm never able to make an appointment. Most appointments here are bookable the same day *only*, with just a small percentage already pre-booked online or weeks in advance from a prior health complaint. This leaves the people who queue up in the morning for a same day appointment - Which begs the question...how can a full day's worth of appointments continually disappear by 09:30 every single day?? I say 09:30..because this is usually when you can finally get through on the phone even though the lines 'open' at 08:45. I don't queue for an appointment because I find this facade ridiculous, you should be able to call your surgery in the morning and make an appointment. I can only come to the conclusion that the surgery is not leaving enough available same day appointments or...the queues in the morning must be around the block?? The new foreign community has grown over the last 10 years and I do not feel like i'm given any priority or loyalty, given I have been registered at the surgery for 27 years. (1)
  • nothing else on form ticked (1)
  • Just so so difficult to get through on the telephone to get an appointment! As an asthmatic, I do need to get the VERY occasional appointment quickly to get emergency medication- it is very frightening not to be able to breathe properly. It used to be much easier and goodness knows how hard all the staff work to make things happen but sadly it has been harder and harder to get an appointment or even get through on the telephone for the past couple of years. (1)
  • Why can't you open early and stay open later for people that work during the day. Why do you close for lunch. Why are we not able to book online (1)
  • There has been the most wonderful improvement in the service provided by this surgery, in the last few months you no longer have to plead that you are at deaths door to see a GP - such a relief. Suddenly the reception staff are cheerful and helpful, you are no longer made to feel like a ?????? for asking daring to ask for an appointment. The change is wonderful, such a relief, well done and thank you. (1)
  • I feel that people in this area are extremely lucky to have a very professional practice to care for them. CQC are complete fools if they find anything wrong with Bognor Health Centre. The service is of the highest professional standard. (1)
  • local letter sent to MP due to lack of doctors (1)
  • People of are very lucky to have a dedicated team of professionals to look after them. (1)
  • I will attend for the December meeting! (1)
  • More staff on reception. Staff need to smile more. (1)
  • More receptionists on the desk. I was in the queue for 20 mins to pick up a blood form then collected it and it was wrong and had to get back in the queue for another 10 minutes. . (1)
  • Other doctors available on a Saturday, not just the same one every week. (1)
  • Ensure Reception staff give patients the correct information and write down the correct appointment dates for patients. Accommodate patients when it is a staff error and the patient is left without an appointment and treatment, and treated as though I have made the error. (1)
  • Friendly place but under obvious pressure from increased patients and lack of doctors (1)
  • 1st class service, 3rd class building (1)
  • All staff at the centre from receptionists to health care assistants, to nurses and doctors have always treated me with kindness and respect . I appreciate the difficult conditions, nationally and locally, that the staff face. Depsite this, I have confidence in the care I receive currently and the care I will need to receive in the future. Well done to everyone and thank you. (1)
  • I had an annual BP treatment review recently with a support worker who was very nice and checked the things she was allowed to do. At my previous practice all such reviews and prescribing were managed by a nurse. specialist I found that very useful because the nurse was able to discuss concerns about any health issues and answer questions about drugs side effects etc. and general health queries related to my condition(including blood analysis results} which I presume are outside the areas of expertise of the HCA. Have you ever considered such a system ,it certainly reduces the need for a valuable dr. appointment slot. (1)
  • Some answers from this questionnaire require a n/a but you haven't given that option. (1)
The Health Centre, West Street, Bognor Regis, West Sussex , PO21 1UT
  • Telephone 01243 826541
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