Community Pharmacy Patient Questionnaire (CPPQ) Results

Survey Questions and Scores February 2020

Top Areas of Performance

Question % of Respondents Satisifed with the service
Providing advice on health services or information available elsewhere 100.0%
The staff overall 100.0%
The service you received other pharmacy staff 100.0%
Cleanliness of the pharmacy 100.0%
Answering any queries you may have 100.0%

Areas in greatest need of improvement

Question % of respondents dissatisfied with service Action taken or planned (including timescale)
Providing advice on a current health problem or longer term health condition 1.0% Pharmacy to review their signposting materials and training on LTC within 28 days of the report
Having in stock the medicines/appliances you need 1.0%

Pharmacy will review Stock Ordering process to reducing owings within 28 days of the report

Providing an efficient service 1.0% Manager will review customer service within 28 days of the report

Our response to customers additional comments

Our customers didn't make any additional comments this year

Areas within control of the pharmacy

Medication is obtained from many suppliers to maintain availablility.

Average age of respondents

16-19 20-24 25-34 35-44 45-54 55-64 65+
2.3% 10.3% 8.0% 9.2% 8.0% 35.6% 26.4%

Profile of respondents

This is the pharmacy that the respondent chooses to visit if possible This is one of several pharmacies that the respondent uses This pharmacy was just convenient on the day for the respondent
99.0% 1.0% 0.0%

Survey Questions and Scores March 2019

Top Areas of Performance

Question % of Respondents Satisifed with the service
Being polite and taking the time to listen to what you want 100.0%
Someone available to deal with problems after delivery 100.0%
The service you received from the pharmacist 100.0%
Providing an efficient service 100.0%
Being able to speak to the pharmacist 100.0%

Areas in greatest need of improvement

Question % of respondents dissatisfied with service Action taken or planned (including timescale)
   

 

   

 

   

 

Our response to customers additional comments

Areas within control of the pharmacy

Medication is obtained from many suppliers to maintain availablility.

Average age of respondents

16-19 20-24 25-34 35-44 45-54 55-64 65+
6.8% 10.8% 13.5% 24.3% 13.5% 20.3% 10.8%

Profile of respondents

This is the pharmacy that the respondent chooses to visit if possible This is one of several pharmacies that the respondent uses This pharmacy was just convenient on the day for the respondent
89.6% 9.0% 1.5%

Survey Questions and Scores April 2018

Top Areas of Performance

Question % of Respondents Satisifed with the service
The Staff Overall 100
Being polite and taking the time to listen to what you need 100
The service you received from the Pharmacist 100
Providing an efficient service 100
Providing advice on a current health problem or a longer term health condition 100
If you had a prescription delivered today, how satisfied were you with the time it took to provide your prescription 99

Areas in greatest need for improvement

Question % of respondents dissatisfied with service Action taken or planned (including timescale)
Providing healthy living advice on smoking 70

We are now a healthy living pharmacy. Try and weave in healthy living advice to ALL customers during phone conversations and actually send out healthy lifestyle leaflets with delivered medications.

Providing healthy living advice on physical activity 23

We are now a healthy living pharmacy. Try and weave in healthy living advice to ALL customers during phone conversations and actually send out healthy lifestyle leaflets with delivered medications.

Stock Availability 1

Sometimes there is a national manufacturer’s supply problem which will affect all pharmacies. It is best to get in touch with the manufacturer and get an estimated date, have a discussion with the prescriber for an alternative if available, keeping patient involved at all stages.

Pharmacy response to respondent's additional comments.

Areas within control of the pharmacy Areas outside the control of the pharmacy

We are now a healthy living pharmacy. Healthy living advice will be provided to ALL customers during phone conversations and actually send out healthy lifestyle leaflets with delivered medications.

Stock availability - Sometimes there is a national manufacturer’s supply problem which will affect all pharmacies.

Age range of respondents

16-19 20-24 25-34 35-44 45-54 55-64 65+
6% 10% 13% 38% 15% 8% 10%

Profile of respondents.

This is the pharmacy that the respondent chooses to visit if possible This is one of several pharmacies that the respondent uses This pharmacy was just convenient on the day for the respondent
76% 21% 1%