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Community Pharmacy
Satisfaction Surveys
By choosing intelliPharms' patient
surveys solution we take to headache out of processing
your results and provide you an easy step by step method
of ensuring you get the most form your surveys. |
Introduction
In June 2007 the DoH/ PSNC anounced that as part of the
new pharmacy contract, every contractor in England and
Wales has to complete a number of patient satisifaction
questionnaires. The
questionnaire will allow patients to provide valuable
feedback to community pharmacies on the services they
provide.
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What do Pharmacy Contractors have to do?
The Clinical Governance specification of
the Essential Services requires pharmacy contractors to
conduct an annual patient survey.
The following guidance has been issued by the Department
of Health and PSNC.
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- Pharmacists must undertake a patient
satisfaction survey annually.
- Contractors may add additional
questions if they wish, provided they are related to
healthcare service provision. Speak to us about your
requirements we can tailor this service just for you.
- The minimum number of returned
surveys for analysis required each year is proportional
to dispensing volume, as outlined in the table below:
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Average monthly script volume
(Items)
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Minimum number of returned
surveys
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0 - 2000
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50
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2001 - 4000
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75
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4001 - 6000
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100
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6001 - 8000
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125
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8000+
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150
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- The questionnaire must be free from
adverts.
- The questionnaire shall be
accompanied by, an explanation as to what it is for, how
to complete it, options for it to be returned and what
will be done with the responses provided.
- There must be at least two
choices as to how questionnaires can be returned. With
our solution you can have the survey forms completed or
we provide you with a dedicated website where patients
can complete the survey online. (www.cppsurvey.co.uk)
- The survey shall be distributed from
the premises to which it refers.
- Surveys shall be distributed only to
persons who have received NHS services from the
pharmacy.
- Surveys shall be distributed in a
way which reasonably reflects the pharmacy ’s business
profile. For example:
- It is unacceptable to survey all patients who have
received an MUR but none who have received an
enhanced service.
- Distribution should be even over the opening hours
of the pharmacy, including weekends and extended
hours where applicable
- Where the pharmacy delivers a significant number
of prescriptions to patients’ homes, consideration
needs to be given to ensure a suitable distribution
of surveys to these patients.
- Responses should be analysed and
strengths and areas for improvement identified
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