Responses Overview
- Total responses: 888
- Average completion time: 8 minutes 18 seconds
- Survey duration: 42 days
1. Gender
- Woman: 516 (41%)
- Man: 362 (59%)
- Non-binary: 1
- Prefer not to say: 2
2. Age
- 16–25: 12
- 26–35: 18
- 36–45: 31
- 46–55: 103
- 56–65: 218
- 66–75: 272
- Over 75: 227
3. Preferred way to make an appointment
- Telephone: 621 (71%)
- In person: 86 (10%)
- Online: 155 (18%)
- Self-booking text: 18 (2%)
4. Ease of getting through to reception (telephone)
- Average rating: 3.39 (out of 5)
- Level 5: 139
- Level 4: 268
- Level 3: 309
- Level 2: 101
- Level 1: 53
5. Ease of using practice website
- Average rating: 3.42
- Level 5: 150
- Level 4: 242
- Level 3: 220
- Level 2: 83
- Level 1: 70
6. Satisfaction with appointment offered
- Average rating: 3.98
- Level 5: 354
- Level 4: 269
- Level 3: 167
- Level 2: 48
- Level 1: 35
7. Satisfaction with appointment availability
- Average rating: 3.74
- Level 5: 264
- Level 4: 272
- Level 3: 214
- Level 2: 69
- Level 1: 47
8. Satisfaction with clinician appointment
- Average rating: 4.36
- Level 5: 515
- Level 4: 222
- Level 3: 75
- Level 2: 30
- Level 1: 23
9. Overall experience of making an appointment
- Average rating: 3.79
- Level 5: 267
- Level 4: 294
- Level 3: 210
- Level 2: 62
- Level 1: 40
10. Satisfaction with administration team
- Average rating: 4.32
- Level 5: 495
- Level 4: 222
- Level 3: 103
- Level 2: 31
- Level 1: 18
11. Awareness of social media pages
- Yes: 316 (36%)
- No: 557 (64%)
12. Overall experience of Cumberland House Surgery
- Average rating: 4.03
- Level 5: 314
- Level 4: 346
- Level 3: 161
- Level 2: 35
- Level 1: 20
13. Comments (themes from 330 responses)
- 93 respondents (28%) mentioned appointments
- Common words/phrases:
- “hard to get an appointment”
- “phone appointment”
- “appointment time”
- “reception staff”
- “visit the surgery”
- “GP appointments”
- “service”
- “staff very helpful”
- “appointment system”
Action plan following annual patient survey 2025
Completed by: Tory Warrilow
Date: 16th October 2025
Measuring patients’ experiences of care and treatment highlights areas that need to improve to provide a patient-led healthcare service. Cumberland House Surgery’s quality improvement activities help to involve patients, staff and the public in translating patient feedback into real improvements.
Actions
- Utilise online journeys that are highly usable and accessible for patients.
- Improve the practice making full use of signposting and referrals to other services to benefit the patients.
- Improve the patient experience when contacting the practice.
- Improve the communication with patients when they make requests to the practice with clear information about how and when patients will be contacted.
- Continue to improve patient and carer awareness to the importance of attending long term condition reviews.