by Vinisha Sharma on January 2019
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. Our results for 2017/18 are provided here.
Report for publication – Community Pharmacy Patient Questionnaire Results
NHA Pharmacy – Vinisha Sharma (Superintendent Pharmacist)
Address of Pharmacy: Unit 23, Northampton Science Park, Kings Park Road, Northampton, NN3 6LG
Date Patient survey completed: January 2019
Question: % of respondents satisfied with service
Cleanliness of consultation: 100
Comfort and convenience of services: 100
Having stock or appliances that you need: 100
Offering a clear and well organised service: 100
How long you have to wait for calls and emails to be returned: 100
Advice given by pharmacist and staff: 100
Question (% of respondents dissatisfied with service)
-Action taken or planned (including timescale)
Not been offered advice on stopping smoking (96)
-Promote the smoking cessation service we already provide through leaflets, website and medication bags. (ongoing attempt).
Not been offered advice on healthy eating (90)
-Continue to offer advice through Medication use reviews and promote through the website (ongoing attempt).
Not been offered advice on exercise (92)
-Continue to offer advice through Medication use reviews and promote through the website (ongoing attempt).
8% of respondents were ‘fairly satisfied’ with time taken to deliver medication as opposed to ‘very satisfied’ (92%) (8)
-We will always continue to try and contact patients to arrange delivery of medication to better manage expectations.
Would like the pharmacy to provide a service we do not currently offer: Healthy eating (16.9)
-We now offer a weight management service: Lipotrim Diet as well as healthy living advice!
Not visited the website (53)
-We are currently in the process of improving the layout of the website and updating it so it is compatible with even more devices. We will link this through our social media platforms.
Areas within control of pharmacy:-
-Change delivery day: We try to keep this as up-to-date as possible.
-Leaflet: We now have leaflets available and will put these into medication bags and upload it to our new website!
-Could not get prescription: Depending on the reason for non-supply, we will do our very best to find a suitable alternative outcome.
Areas outside control of pharmacy:-
-Delivery available to all areas each day: Unfortunately, this is not currently financially viable but we do try to deliver all urgent medication same day.
-Align new medication with rest of delivery: As patients are now in control of ordering their own medication, they will need to do this themselves through their surgery.
16-19: 4%
20-24: 2%
25-34: 4%
35-44: 7%
45-54: 10%
55-64: 17%
65+: 56%
This is the pharmacy that the respondent chooses to visit if possible: 79%
This is one of several pharmacies that the respondent uses: 16%
This pharmacy was just convenient on the day for the respondent: 5%
by Vinisha Sharma on March 31, 2018
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. Our results for 2017/18 are provided here.
Address of Pharmacy: Unit 23, Northampton Science Park, Kings Park Road, Northampton, NN3 6LG
Date Patient survey completed: March 2017
Question: % of respondents satisfied with service
Comfort and convenience of our services: 100
Having in stock the medicine/appliance needed: 100
Offering a clear and well organised service: 100
Time taken for prescription or any other NHS services requested: 100
Being polite and listening to what you want: 100
Service received from the pharmacist: 100
Question (% of respondents dissatisfied with service)
-Action taken or planned (including timescale)
Received delivery on another day or other vs when requested (44.1)
-This is an improvement on last year and we are continuing to streamline our delivery process and provide further training for our drivers to manage customer expectations better.
Had not visited the pharmacy website (53.1)
-Improve the layout of the website, link it with social media and put stickers on bags to encourage patients to make the most of the website.
Would like the pharmacy to provide a service we do not currently offer: Flu Vaccinations – We are now providing the Flu jab but will work on promoting this service next season so more people can take advantage of it.
Have not received advice on stopping smoking (73.5)
-We will provide more leaflets and promote the stop smoking clinic.
Areas within control of pharmacy:-
-Waste medication Collection: This is something we already offer, we will work on publicising this more
-Requests to introduce services we already offer: Include information leaflets with monthly deliveries.
-‘Did not know you had email, website or shop’: This is something we are working on to improve through information leaflets.
-Improve our stock control by keeping more items in stock so we can offer deliveries sooner.
16-19: 0%
20-24: 5.9%
25-34: 5.9%
35-44: 17.6%
45-54: 14.7%
55-64: 23.5%
65+: 32.35%
This is the pharmacy that the respondent chooses to visit if possible: 81.6%
This is one of several pharmacies that the respondent uses: 18.4%
This pharmacy was just convenient on the day for the respondent: 0%
by Vinisha Sharma on March 28, 2017
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. Our results for 2017/18 are provided here.
Address of Pharmacy: Unit 23, Northampton Science Park, Kings Park Road, Northampton, NN3 6LG
Date Patient survey completed: March 2017
Question: % of respondents satisfied with service
Comfort and convenience of our services: 100
Having in stock the medicine/appliance needed: 100
Offering a clear and well organised service: 100
Time taken for prescription or any other NHS services requested: 100
Being polite and listening to what you want: 100
Service received from the pharmacist: 100
Question (% of respondents dissatisfied with service)
-Action taken or planned (including timescale)
Received delivery on another day or other vs when requested (30.8)
-We have increased the number of driver’s we have on-site and the number of hours they work each day to manage customer expectations better.
Had not visited the pharmacy website (53.1)
-Improve the layout of the website, link it with social media and put stickers on bags to encourage patients to make the most of the website.
Would like the pharmacy to provide a service we do not currently offer: Flu Vaccinations (32.3)
We are ready to fight flu for 2017/2018!
Would like the pharmacy to provide a service we do not currently offer: Medicine use reviews (9.8)
-We now have a brand new purpose-built consultation room.
Have not received advice on physical exercise (85.3)
-We will provide more leaflets and incorporate this with our medicine use review service.
Would like the pharmacy to provide a service we do not currently offer: Weight Management (9.8)
-We now offer 2 types of weight management services: Lipotrim Diet and the Yokebe Diet as well as healthy living advice!
Areas within control of pharmacy:-
-Waste medication Collection: This is something we already offer, we will work on publicising this more
-Requests to introduce services we already offer: Include information leaflets with monthly deliveries.
-‘Did not know you had email, website or shop’: This is something we are working on to improve through information leaflets.
16-19: 2.8%
20-24: 1.4%
25-34: 8.4%
35-44: 7%
45-54: 3.5%
55-64: 15.4%
65+: 61.5%
This is the pharmacy that the respondent chooses to visit if possible: 92.3%
This is one of several pharmacies that the respondent uses: 5.6%
This pharmacy was just convenient on the day for the respondent: 2.1%