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2020 NHS ‘Patient Satisfaction Questionnaire’ Survey Results for PharmaCare
Each year, PharmaCare is required to publish a ‘Patient Satisfaction Questionnaire’ survey to NHS England demonstrating the level of satisfaction with the service we provide to our patients. Every community pharmacy registered in England must meet this requirement.
PharmaCare’s survey was carried out using a standard NHS questionnaire and letter of invitation to take part in the survey. PharmaCare sent the questionnaire to 642 randomly selected patients on the 22nd October 2020. By the 10th November 2020, we had received 160 completed questionnaires. With a response rate of 25%, this easily exceeded the NHS England requirement for us to obtain at least 75 responses. We would like to thank all customers, who took the time to complete and reply to the customer satisfaction questionnaire.
The results of the survey were once again extremely encouraging. Taking everything into account, the PharmaCare service was rated positively by around 99.4% of the respondents. 71.3% of the respondents described the service as ‘Excellent’ which was the highest available rating, 25.6% of customers rated the service as ‘Very Good’ and around 2.5% scored the pharmacy as ‘good’. The remaining respondents described the service as ‘Fair’ and no one gave a negative response, a tremendous achievement and evidence that PharmaCare are working very hard to provide an excellent service to their customers.
Of the customers who provided a valid response, 100% indicated that they would be happy to recommend the PharmaCare pharmacy service to their family and friends. In addition, the staff overall received very positive scores, with 95.7% of customers rating the overall staff performance as ‘Fairly Good’ or better.
It is pleasing to see further improvement in the ease of contacting the pharmacy, with 0.6% of respondents believing PharmaCare can improve on this, versus 3.7% last year, and over 5% the year before. There was also an improvement in the quality of the packaging, with 85.3% describing it as ‘Very Good’, versus 80.9% last year, as well as a decrease in qualitative constructive feedback on this issue.
The majority of the qualitative customer feedback has been very positive. We had customers respond to say it was a pleasure to speak with the team, they appreciate our regular calls and there was nothing they could suggest in the way of improvements – they’re happy with the PharmaCare service exactly as it is! We even had feedback highlighting the excellent service from our delivery drivers. “So many prescriptions all running out at different times… your help and understanding has been brilliant. We can't thank you enough, keep up the good work. Take Care…”
Loretta Bramley-Brant, Head of Patient Services, had this to say about the feedback, “Thank you to everyone who responded to our survey. This year has presented some unusual challenges and we have been busier as a result, so it’s great to read that we have continued to provide you with the first-class service you deserve.”
Who do you obtain a prescription for?
Someone else 1.9%