Patient Satisfaction Survey 2026/27

This survey is independently compiled, ran, managed and overseen by the PRG.

If you leave your contact details, they are kept strictly confidentially and are only seen by and/or used for responses by the PRG chairperson and/or secretary.

Should you wish to see the PRGs constitution and/or confidentiality agreement, this is available on request.

Once the survey closes, the answers will be collated and the results shared anonymously with the practice partners, practice manager, and anonymously published on the PRGs page of the practice website.

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About you

Gender *

• Male
• Female
• Prefer not to say

Age group *

• Under 30
• 30 to 59
• 60 or over

Patchs

Have you used Patchs before? *

• Yes
• No

Why have you not used Patchs? *

• I do not have digital access
• I have digital access buthave difficulty understanding/using Patchs
• Not needed to use it

The Patchs triage system was introduced in September 2025. Have you been satisfied with this change to an online system for appointments? *

• Yes
• No

Before Patchs was introduced, many patients would try ringing the practice at 8am only to find they were in a substantial queue. What is your typical wait time for a response via Patchs? *

• Within 20 minutes
• Within an hour
• Longer than an hour

Did you know that Patchs is open from 8am to 6:30pm each weekday? (Monday to Friday) *

• Yes
• No

Overall, would you say that using Patchs has improved your access to a doctor? *

• Definitely
• Most of the time
• Not really

Friday) is contacted

Do you understand what happens after you submit a Patchs request? *

• Yes
• Sort of
• No

If you have approached or telephoned reception for advice/assistance in using Patchs, how would you rate their response? *

• Excellent
• Good
• Adequate
• Disappointing
• Not applicable

Have you found that your use of Patchs has become easier as you’ve gained experience using it? *

• Yes
• A little
• Not really
• No

If you were offered an appointment with a health care professional other than a doctor (e.g. pharmacist, nurse, paramedic) when you used Patchs, were you happy with the outcome of your consultation? *

• Yes
• Acceptable
• Not really
• No
• Not applicable

If you have requested an appointment through Patchs with a GP of your choice, has this request been successful? *

• Yes
• Sometimes
• Rarely
• Never
• Not applicable

When submitting a Patchs request, some patients submit one-word answers to all questions. This is most unhelpful to the GP who then has to study your medical history in order to guess what your problem might be. Were you aware that this happens and what the ramifications are? *

• Yes
• No
• No, and I’ve never done this
• Not applicable

Were you aware that patchs is not a St Hilary GP system and that the practice has very little input into (or control over) the questions it asks? *

• Yes
• No

Have you ever felt unsure if your Patchs request has been received? *

• Yes
• No

Have you ever needed help to complete a Patchs request? *

• Yes
• No

Sometimes the online form may advise you to seek urgent care (e.g. A&E) based on your responses. How do you feel about this? *

• I find this helpful and reassuring
• I find it frustrating
• I understand why this happens
• I have not experienced this

Have you felt discouraged from contacting the practice because of having to use Patchs? *

• Yes
• No
• Sometimes
• Not applicable

Following up from the above question, what discouraged you from contacting the practice? *

• I thought I wouldn’t get an appointment
• I didn’t want to bother the practice
• The process felt too complicated
• Previous negative experience
• Other (please specify)

What is the reason you were discouraged? *

Do you have any additional comments you'd like to make?

Do you wish to be contacted about your responses? *

• Yes
• No

Please leave your name, email and/or phone number below for us to contact you *

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