Following discussion with the dispensers it was agreed that it would be helpful to audit how satisfied our patients were with the services provided by the dispensary. During August, September and October 2009 patients collecting prescriptions were asked to complete the attached questionnaire.
100 questionnaires were issued and to date 62 have been returned.
Q1: Why did you visit the dispensary today?
Of the 62 respondents 37 were collecting a prescription for themselves, 12 were collecting on behalf of someone else and 13 were collecting for both themselves and for someone else.
Q2: If you collected a prescription today were you able to collect it straight away, did you have to wait or did you come back later to collect it?
59 respondents confirmed that they were able to collect their prescription straight away. 3 respondents had to wait in the dispensary whilst the prescription was dispensed.
Q3: How satisfied were you with the time it took to provide your prescription?
100% of the respondents indicated that they were very satisfied with the time it took to provide their prescription.
Respondents were then asked to rate the dispensary on 10 individual factors with a rating ranging from Very poor/ Fairly poor/ Fairly good/ good/ Excellent. The results under each factor were as follows:
| Factor | Very Poor | Fairly Poor | Fairly Good | Good | Excellent | N/A or No comment | Total no of responses |
| Opening Hours | 0 |
0 |
0 |
20 |
42 |
0 |
62
|
| Comfort & convenience of waiting area | 0 |
0 |
0 |
25 |
37 |
0 |
62 |
| Having in stock the medicines you need | 0 |
0 |
1 |
20 |
41 |
0 |
62 |
| How long you had to wait to be served | 0 |
0 |
0 |
16 |
46 |
0 |
62 |
| Staff being polite and taking time to listen to what you want | 0 |
0 |
0 |
11 |
51 |
0 |
62 |
| Staff answering any queries you may have | 0 |
0 |
0 |
12 |
49 |
1 |
62
|
| Dealing with repeat prescription requests | 0 |
0 |
0 |
8 |
50 |
4 |
62 |
| Disposing of medicines you no longer require | 0 |
0 |
1 |
7 |
29 |
25 |
62 |
| Access to the dispensary (location, parking) | 0 |
0 |
0 |
18 |
44 |
0 |
62 |
| Cleanliness of the building | 0 |
0 |
0 |
11 |
47 |
4 |
62
|
• Excellent service
• I think we have an excellent dispensary, the staff are efficient, friendly and willing to help when needed. Well done.
• Very friendly staff.
• Always very friendly staff – always willing to help you.
• None - they are always very helpful and efficient.
• Very fortunate to have a dispensary – Great help to rural residents.
• None – (2 comments).
• Very good.
• Don’t need to – all fine!
• Thank you for the service!
• Entirely satisfied – excellent service.
• Very good all the time.
• Thank goodness we saved it from the planners.
• No room for improvement.
• Only praise.
• Very good service – great staff.
• Always helpful.
• Really friendly helpful staff.
• Top class service –well done ladies.
• Generally I feel Morland House offers excellent service.
Having reviewed what was generally very positive feedback from users of the dispensary we have agreed that the areas that would benefit from better publicity and communications with patients are:
1. The facility for patients to return unwanted/unused medicines and for these to be destroyed as appropriate or recycled. We donate unwanted medications to the ‘Drugs for Africa’ charity.
2. Continued publicity of the methods for ordering repeat prescriptions
October 2009