Knights Pharmacy, 155-157 Golden Cross Lane, , , , B61 0JZ

CPPQ 2018 - 19 Results

Date Produced: 4 April 2019

Produced By: Osiris MR Limited

Contact Number: 0115 942 7698

Contact email: [email protected]

Online Access: https://clients.osirismr.co.uk

User Name: Nor 39

email support for a password reminder Knights Catshill Pharmacy CPPQ 2018-19

Results of 133 surveys conducted between December 2018 and February 2019 Taking everything into account how would you rate the pharmacy?

97.9% 90.7%

2018/19 2017/18

% based on patients who rated your pharmacy as Excellent or Very Good Your highest scoring questions 2018/19 2017/18 The staff overall 98.3% 98.5% Providing an efficient service 98.3% 98.5% The service you received from the other pharmacy staff 98.3% 98.5% Providing advice on a current health problem or a longer term health condition 98.0% 97.7% Providing general advice on leading a more healthy lifestyle 97.8% 97.5% Your lowest scoring questions 2018/19 2017/18 Having somewhere available where you could speak without being overheard if you wanted to 87.4% 97.1% Comfort and convenience of the waiting areas 91.7% 97.8% Having in stock the medicines/appliances you need 94.2% 97.8% Offering a clear and well organised layout 96.7% 97.8% Cleanliness of the pharmacy 96.7% 97.8% Knights Catshill Pharmacy CPPQ 2018-19

Branch Environment (% Very or Fairly Good) Staff Performance (% Very or Fairly Good)

96.7% Being polite and taking the time to listen to 97.5% Cleanliness of the pharmacy 97.8% what you want 98.6%

Comfort and convenience of the waiting 91.7% 97.5% Answering any queries you may have areas 97.8% 98.5%

Having in stock the medicines/appliances 94.2% The service you received from the 97.4% you need 97.8% pharmacist 98.5% 96.7% The service you received from the other 98.3% Offering a clear and well organised layout 97.8% pharmacy staff 98.5% 97.5% 98.3% How long you have to wait to be served Providing an efficient service 97.8% 98.5% Having somewhere available where you 87.4% 98.3% could speak without being overheard if you The staff overall wanted to 97.1% 98.5%

Provision of Service (% Very or Fairly Good/Satisfied) How could the pharmacy be improved? (Top 5 comments) Number 98.0% of people Providing advice on a current health problem 2018/19 or a longer term health condition 97.7% Friendly / helpful staff 42.9% 3 97.8% Fine / satisfied / no changes needed 28.6% 2 Providing general advice on leading a more healthy lifestyle Better service 14.3% 1 97.5% Wider range of stock 14.3% 1 97.8% Disposing of medicines you no longer need 97.6%

96.8% Providing advice on health services or information available elsewhere 2018 - 19 97.6% 2017 - 18

NB: Percentages have been calculated to exclude Don't Know and Never Used responses Knights Catshill Pharmacy CPPQ 2018-19

Q1. Why did you visit this pharmacy today? To collect a prescription for: 2018/19 2017/18 Yourself 46.8% 38.7% Someone else 20.7% 24.1% Both 24.3% 31.4% Other reason 8.1% 5.8% Q2. If you collected a prescription today, did you... 2018/19 2017/18 Collect it straight away 41.4% 36.9% Wait in pharmacy 35.4% 29.5% Come back and collect it later 23.2% 33.6% Q3. Satisfaction with time it took to provide your prescription and / or NHS services... 2018/19 2017/18 Very satisfied 71.4% 88.5% Fairly satisfied 25.0% 4.9% Not very satisfied 2.7% 5.7% Not at all satisfied 0.9% 0.8% Knights Catshill Pharmacy CPPQ 2018-19

Q4. How would you rate the pharmacy on the following factors?

a) The cleanliness of the pharmacy d) Offering clear / well organised layout 2018/19 2017/18 2018/19 2017/18 Very Good 80.8% 91.5% Very Good 74.4% 91.7% Fairly Good 10.8% 2.8% Fairly Good 16.3% 2.8% Fairly Poor 2.3% 0.7% Fairly Poor 2.3% 0.7% Very Poor 0.8% 1.4% Very Poor 0.8% 1.4% Don't Know 5.4% 3.5% Don't Know 6.2% 3.5% Very or Fairly Good 96.7% 97.8% Very or Fairly Good 96.7% 97.8% b) Comfort / convenience of waiting e) How long have to wait to be served areas 2018/19 2017/18 2018/19 2017/18 Very Good 68.8% 89.5% Very Good 79.8% 89.6% Fairly Good 18.0% 4.9% Fairly Good 10.1% 4.9% Fairly Poor 7.0% 0.7% Fairly Poor 1.6% 0.7% Very Poor 0.8% 1.4% Very Poor 0.8% 1.4% Don't Know 5.5% 3.5% Don't Know 7.8% 3.5% Very or Fairly Good 91.7% 97.8% Very or Fairly Good 97.5% 97.8% c) Medicines / applicances in stock f) Somewhere can speak without being 2018/19 2017/18 overheard 2018/19 2017/18 Very Good 73.1% 91.0% Very Good 65.4% 90.9% Fairly Good 14.6% 3.5% Fairly Good 14.6% 2.8% Fairly Poor 3.8% 0.7% Fairly Poor 10.0% 1.4% Very Poor 1.5% 1.4% Very Poor 1.5% 1.4% Don't Know 6.9% 3.5% Don't Know 8.5% 3.5% Very or Fairly Good 94.2% 97.8% Very or Fairly Good 87.4% 97.1% NB: Very or Fairly Good percentages have been calculated to exclude Don't Know and Never Used responses Knights Catshill Pharmacy CPPQ 2018-19

Q5. How would you rate the pharmacist and the other staff who work there?

a) Being polite / taking time to listen d) Service received from other pharmacy 2018/19 2017/18 staff 2018/19 2017/18 Very Good 84.4% 91.6% Very Good 84.0% 91.5% Fairly Good 7.0% 3.5% Fairly Good 8.0% 2.8% Fairly Poor 1.6% 0.0% Fairly Poor 0.8% 0.0% Very Poor 0.8% 1.4% Very Poor 0.8% 1.4% Don't Know 6.3% 3.5% Don't Know 6.4% 4.2% Very or Fairly Good 97.5% 98.6% Very or Fairly Good 98.3% 98.5% b) Answering any queries may have e) Providing an efficient service 2018/19 2017/18 2018/19 2017/18 Very Good 80.3% 92.3% Very Good 77.8% 92.3% Fairly Good 10.2% 2.8% Fairly Good 15.1% 2.8% Fairly Poor 1.6% 0.0% Fairly Poor 0.8% 0.0% Very Poor 0.8% 1.4% Very Poor 0.8% 1.4% Don't Know 7.1% 3.5% Don't Know 5.6% 3.5% Very or Fairly Good 97.5% 98.5% Very or Fairly Good 98.3% 98.5% c) Service received from pharmacist f) The staff overall 2018/19 2017/18 2018/19 2017/18 Very Good 74.6% 92.3% Very Good 82.8% 92.3% Fairly Good 15.1% 2.8% Fairly Good 8.6% 2.8% Fairly Poor 1.6% 0.0% Fairly Poor 0.8% 0.0% Very Poor 0.8% 1.4% Very Poor 0.8% 1.4% Don't Know 7.9% 3.5% Don't Know 7.0% 3.5% Very or Fairly Good 97.4% 98.5% Very or Fairly Good 98.3% 98.5% NB: Very or Fairly Good percentages have been calculated to exclude Don't Know and Never Used responses Knights Catshill Pharmacy CPPQ 2018-19

Q6. How well do you think the pharmacy provides each of the following services?

a) Providing advice on current health c) Disposing of medicines you no longer problems or a long-term condition 2018/19 2017/18 need 2018/19 2017/18 Very well 62.0% 60.6% Very well 56.3% 59.1% Fairly well 13.2% 1.5% Fairly well 13.5% 1.5% Not very well 0.8% 0.0% Not very well 0.8% 0.0% Not at all well 0.8% 1.5% Not at all well 0.8% 1.5% Never used 23.3% 36.5% Never used 28.6% 38.0% Very or Fairly well 98.0% 97.7% Very or Fairly well 97.8% 97.6% b) Providing general advice on leading a d) Providing advice on health services more healthy lifestyle 2018/19 2017/18 elsewhere 2018/19 2017/18 Very well 57.9% 54.7% Very well 61.1% 57.2% Fairly well 12.7% 1.4% Fairly well 10.3% 1.4% Not very well 0.8% 0.0% Not very well 1.6% 0.0% Not at all well 0.8% 1.4% Not at all well 0.8% 1.4% Never used 27.8% 42.4% Never used 26.2% 39.9% Very or Fairly well 97.8% 97.5% Very or Fairly well 96.8% 97.6% NB: Very or Fairly Good percentages have been calculated to exclude Don't Know and Never Used responses Q7. Have you ever been given advice about any of the following by the pharmacist or pharmacy staff:

a) Stopping smoking 2018/19 2017/18 c) Physical exercise 2018/19 2017/18 Yes 14.7% 19.3% Yes 38.7% 19.8% No 85.3% 80.7% No 61.3% 80.2% b) Healthy eating 2018/19 2017/18 Yes 38.1% 21.8% No 61.9% 78.2% Knights Catshill Pharmacy CPPQ 2018-19

Q8. Which best describes how you use this pharmacy? 2018/19 2017/18 This is the pharmacy that you choose to visit if possible 60.0% 57.3% This is one of several pharmacies that is used when needed 12.4% 10.1% This pharmacy was just convenient for you today 27.6% 32.6% Q9. Taking everything into account, how would you rate the pharmacy? 2018/19 2017/18 Excellent 51.4% 75.0% Very good 39.3% 22.9% Good 9.3% 2.1% Fair 0.0% 0.0% Poor 0.0% 0.0% Q10b. Are you happy with our procedures? (For storing health information) 2018/19 2017/18 Happy with procedures 88.1% 85.1% Have concerns 11.9% 14.9% Q10c. Has the pharmacy ever asked for consent? 2018/19 2017/18 Yes 53.2% 53.4% No 46.8% 46.6% Q10d. Were your wishes respected when giving or not giving your consent? 2018/19 2017/18 Yes 88.9% 71.4% No 11.1% 28.6% Knights Catshill Pharmacy CPPQ 2018-19

Q11. Age 2018/19 2017/18 16 - 19 5.5% 10.5% 20 - 24 7.3% 4.2% 25 - 34 12.7% 15.8% 35 - 44 12.7% 10.5% 45 - 54 20.0% 12.6% 55 - 64 15.5% 7.4% 65+ 26.4% 38.9% Q12. Gender 2018/19 2017/18 Male 39.8% 37.8% Female 60.2% 62.2% Q13. Which of the following apply? 2018/19 2017/18 Have, or care for, children under 16 33.7% 23.7% A carer for someone with a longstanding illness or infirmity 9.5% 31.2% Neither 58.9% 45.2%