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2018 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 516 randomly selected patients on the 3rd October 2018. By the 23rd October 2018, we had received 197 completed questionnaires. With a response rate of 38%, 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 97.5% of the respondents. Over 63% of the respondents described the service as ‘Excellent’ which was the highest available rating, 31% of customers rated the service as ‘Very Good’ and around 4% 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 is working very hard to provide an excellent service to its customers.
Of the customers who provided a valid response, 98.4% 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 over 94% of customers rating the overall staff performance as ‘Fairly Good’ or better.
The survey did also show that over 5% of customers believed that PharmaCare could further improve on the ease of contacting the pharmacy.
The majority of the qualitative customer feedback has been very positive. Customers made the following comments:
“As a new customer…I have found all contact with staff members to be very complimentary and reassuring. I am very happy with all aspects of PharmaCare from beginning to delivery at the end”
“I think it is top standard and I would be lost without this pharmacy”
“Every time I have used the pharmacy the response and service has been excellent”
“As far as I’m concerned the pharmacy is excellent the way it is, I am extremely happy with the service they provide, and the politeness from all the staff”.
Monica Goel (Responsible Pharmacist) says: “It has been a great pleasure to receive all your feedback. I’m glad to see so many positive responses and to know that we at PharmaCare are providing our patients with the highest level of service – 97.5% is an excellent result. We look forward to improving our service further and cannot wait to see what the New Year brings for us. I want to thank you for using PharmaCare Medical”.
20-24 1.0 %
25-64 28.7 %
65-75 30.8 %
76-85 27.2 %
85+ 12.3 %
Female 53.4 %
Male 46.6 %
Who do you obtain a prescription for?
Yourself 81.6 %
Someone else 2.0 %
Both 16.3 %