RESULTS November 2012

Caldbeck Surgery

“Repeat Medication” Patient Questionnaire

Question 1. How do our Patients usually request their repeat medications?73 Responses in Total

The most preferred method (52%) was to speak to an individual: dispenser or receptionist on the telephone or in person

Patients (30%) used the dispensary answerphone

Least favourite method (8%) was hand paper to receptionist or order online

Methods not used at all – post and surgery letterbox

Question 2. Were our Patients aware they could request repeat medication using the dispensary answer phone or online via our website?

67 Responses in Total

74% said they were aware of the dispensary answer phone for ordering medications compared with 34% aware of on-line ordering via the Surgery website

Only 25% did not know about the dispensary answer phone compared with 66% who did not know about on-line ordering via the Surgery website

Some patients said they preferred to speak to someone, especially about personal matters such as ordering colostomy supplies

Some patients said they would not be able to access the Surgery website or order on line because they did not have a computer

Question 3: Total Patients Surveyed = 70 Of which 56 (80%) asked if they were a dispensing patient

53=Yes (95%), 1=No (1.7%), 1=Not sure (1.7%), 1=No Response (1.7%)

Question 4: Do our Patients know about the Home delivery Service / would they use it? What time of day is best for deliveries?

Reasons given for not using Home Delivery Service were: capable of collecting – not housebound, live near by, can drive, no one at home, work on Wednesdays

Majority of patients using the service preferred morning deliveries

Question 5 a/b How our Patients feel about the current medication process

Question 5 c/d How our Patients feel about the current medication process

Question 6: How our Patients suggest we can improve the repeat medication process for them

Synchronize prescriptions so that all repeat medications (28 day supply) due at the same time – to avoid having to make more than one trip to Surgery / month to collect medications

Speed up Service – 48 hours too long to wait

Go back to bi-monthly collection

Return to issuing 2 month supply of medication at a time

Include Alcohol (used medicinally) on prescription

Continue to make option available of being able to speak to a person regarding re-ordering medications, especially around personal issues such as ordering colostomy supplies

CONCLUSION -

Our patients say:

“We have an excellent system”

“If medications are not in stock – they are reordered and arrive quickly”

“This is the best process they have benefited from”

“Happy with the service as it is...”

But what do you say? – From these results, where do you see that we can still improve?