Every year we undertake an annual patient survey to enable our patients to provide valuable feedback on the services that we provide. The survey, undertaken by all community pharmacies in England, is called the Community Pharmacy Patient Questionnaire. The report of our survey results allows us to identify the areas where we are performing most strongly, the areas for improvement and the actions required to address issues raised by respondents. A brief commentary into our results for 2018/2019 is provided here:
Re: Community Pharmacy Patient Questionnaire (CPPQ)
Number of completed questionnaires: 108
We have recently conducted the CPPQ in this pharmacy for the year 2018/19, as required by the terms of the NHS community pharmacy contractual framework.
We are sharing with you the areas where the survey identified the greatest potential for improvement and the action being taken to improve performance, along with the areas in which the pharmacy is performing strongly:
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Areas where the pharmacy is performing strongly |
Brief commentary |
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1 – Being polite & taking the time to listen to what you want. |
99% of respondents rated their experience as fairly good or very good. Accompanying this there was also a high level of satisfaction with regards to answering queries. |
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2 – A very positive perception of the service received by the pharmacist & other staff members. |
95% and 94% of respondents rated the services from the pharmacist and other staff positively, with 99% positive responses to the question asking respondents how they rate the staff overall. |
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3 – Having in stock the medicines/appliances needed by patients for prescriptions |
91% of respondents rated this as fairly good or very good, reflecting our efforts to stock the items that our regular patients need and tailor stock for the management of acute conditions to the prescribing patterns of local prescribers. |
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Area where the survey identified the greatest potential for improvement |
Brief commentary and action being taken to improve performance |
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Some respondents commented that we didn’t have a consultation room or somewhere that they could consult a member of staff privately if need be. This is despite the fact that we have had a consultation room for a number of years. This was also reflected in the answers to Question 4f which asked respondents to rate the pharmacy in terms of having somewhere that they could speak to someone without being overheard – our feedback was positive, but not as overwhelmingly positive as with the other areas that patients were asked to rate. |
We already had one sign up stating that we have a Private Consultation room. We put up further signs in very prominent positions within the pharmacy that should effectively raise awareness amongst our patients that we do have facilities that enable a confidential discussion to take place. |