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Community Pharmacy Patient Questionnaire - logistics

The following has been adapted from guidance issued by the Department of Health and PSNC.

Preparation

• Pharmacists must undertake a patient satisfaction questionnaire annually by 31st March each year.
• Contractors may add additional questions if they wish, provided they are related to healthcare service provision. The point at which extra questions can be added is highlighted in the questionnaire.
• The questionnaire must be free from adverts.
• The questionnaire shall be accompanied by, an explanation as to what it is for, how to complete it, options for it to be returned and what will be done with the responses provided. This information may be provided verbally, but it would generally be beneficial to provide this in writing to the patient.
• There must be at least two choices as to how questionnaires can be returned. This may include as one option either to return it to a location other than the pharmacy or replying electronically.

Undertaking the questionnaire

• The questionnaire shall be distributed from the premises to which it refers.
• questionnaires shall be distributed only to persons who have received NHS services from the pharmacy.
• questionnaires shall be distributed in a way which reasonably reflects the pharmacy’s business profile. For example:
  • Distribution should be even over the opening hours of the pharmacy, including weekends and extended hours where applicable
  • Where the pharmacy delivers a significant number of prescriptions to patients’ homes, ensuring a suitable distribution of questionnaires to these patients is made.
• The minimum number of returned questionnaires for analysis required each year is dependent on monthly dispensing item count, as outlined in the table below.

Average monthly script volume	Minimum number of returned questionnaires
0-2000	50
2001-4000	75
4001-6000	100
6001-8000	125
8000 plus	150

Post questionnaire

• Responses should be analysed, and strengths and weaknesses identified. Where areas of poor performance is identified then these should be rectified.
• Your local PCT may ask to see the results of the questionnaire.

What does the pharmacy contractor and pharmacy-survey.co.uk have to do?

You, the Pharmacy Contractor:

• ask patients to fill out the questionnaire
• collect the questionnaire forms in the pharmacy and/or
• offer patients the option to complete the questionnaire and return the forms to you, or
• ask the patient to return the questionnaire in the free post envelope.
• direct them to the web address of your online questionnaire
• post onto us all collected completed paper questionnaires at the end of the questionnaire.

We, Pharmacy-survey.co.uk :

• Organise printing of questionnaires
• Organise collection of questions
• Online - automatically when patient completes questionnaire
• Paper - either direct from patient via freepost, or from pharmacy
• Collate and analyse results
• Provide a report that summarises the results