Transcript powerpoint[1] - Caldbeck Surgery

Caldbeck Surgery
“Repeat Medication”
Patient Questionnaire
RESULTS
November 2012
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
Repeat Prescriptions
Methods our Patients use to request medications
25
22
21
20
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
17
15
10
6
6
5
1
0
0
0
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
Do our Patients know they can
request medications - on/line &
answerphone
Only 25% did not know about the
dispensary answer phone compared
with 66% who did not know about online ordering via the Surgery website
Some patients said they preferred to
speak to someone, especially about
personal matters such as ordering
colostomy supplies
50
44
23
17
Some patients said they would not be
able to access the Surgery website or
order on line because they did not
have a computer
On-line YES
On-line NO
Answerphone Answerphone
- YES
- NO
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
Home Delivery Service
56 Patients (53 Dispensing, 1 No, 1 Not Sure,1 No Response)
34
31
25
22
20
Majority of patients using the
service preferred morning
deliveries
8
6
Know
about
Service YES
Know Would use Would use Prefer
Prefer
Prefer
about
Service - Service - Delivery Delivery Delivery
Service YES
No
Morning Afternoon Evening
No
Question 5 a/b How our Patients feel about the current medication process
How our Patients feel about
current process for
requesting Repeat
Prescriptions
How our Patients currently
feel about collecting their
Repeat Prescriptions
63
62
Easy / no
problems
0
1
Sometimes
difficult
Difficult / not
convenient
3
0
Easy / no
problems
Sometimes
difficult
Difficult / not
convenient
Question 5 c/d How our Patients feel about the current medication process
How our Patients feel about
the information leaflets on
Medication
How our Patients feel about
overall service from Practice
regarding Repeat Medications
54
51
13
10
Very happy
Satisfied
0
0
Unhappy
Frustrated
Very happy
Satisfied
0
0
Unhappy
Frustrated
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?