TABLE 81, [Questionnaire item response distributions]. - Improving patient experience in primary care: a multimethod programme of research on the measurement and improvement of patient experience

Questionnaire item	n (total = 1396)	%
How easy was it to contact the out-of-hours GP service by telephone?
Very easy	884	63.32
Fairly easy	404	28.94
Not very easy	42	3.01
Not at all easy	15	1.07
Don’t know/didn’t make contact by telephone	38	2.72
Not answered	13	0.93
How do you feel about how quickly you received care from the out-of-hours GP service?
It was quicker than expected	605	43.34
It was about right	613	43.91
It took too long	152	10.89
Don’t know/doesn’t apply	13	0.93
Not answered	13	0.93
Did you have confidence and trust in the out-of-hours health-care professional you consulted with?
Yes, definitely	928	66.48
Yes, to some extent	347	24.86
No, not at all	75	5.37
Don’t know/can’t say	29	2.08
Not answered	17	1.22
Overall, how would you describe your experience of the out-of-hours GP service?
Very good	772	55.3
Good	417	29.87
Neither good nor poor	91	6.52
Poor	44	3.15
Very poor	39	2.79
Not answered	33	2.36
How do you rate [how long it took your call to be answered]?
Very poor	30	2.15
Poor	36	2.58
Acceptable	349	25.00
Good	460	32.95
Excellent	432	30.95
Not answered	89	6.38
Please rate the helpfulness of the call operator
Very poor	27	1.93
Poor	20	1.43
Acceptable	215	15.40
Good	554	39.68
Excellent	496	35.53
Not answered	84	6.02
Please rate the extent to which you felt the call operator listened to you
Very poor	18	1.29
Poor	24	1.72
Acceptable	212	15.19
Good	549	39.33
Excellent	513	36.75
Not answered	80	5.73
How do you rate [how long it took for a health professional to call you back]?
Very poor	34	2.44
Poor	105	7.52
Acceptable	320	22.92
Good	353	25.29
Excellent	364	26.07
Not applicable	192	13.75
Not answered	28	2.01
Were you happy with the type of care you received?
Yes	1187	85.03
No	149	10.67
Not answered	60	4.30
How do you rate [the length of your consultation with the health professional]?
Very poor	43	3.08
Poor	54	3.87
Acceptable	302	21.63
Good	481	34.46
Excellent	452	32.38
Not answered	64	4.58
Please rate the thoroughness of the consultation
Very poor	34	2.44
Poor	50	3.58
Acceptable	213	15.26
Good	519	37.18
Excellent	525	37.61
Not applicable^a	9	0.64
Not answered	46	3.30
Please rate the accuracy of the diagnosis
Very poor	35	2.51
Poor	66	4.73
Acceptable	202	14.47
Good	486	34.81
Excellent	461	33.02
Not applicable^a	71	5.09
Not answered	75	5.37
Please rate the treatment you were given
Very poor	44	3.15
Poor	58	4.15
Acceptable	181	12.97
Good	424	30.37
Excellent	450	32.23
Not applicable^a	161	11.53
Not answered	78	5.59
Please rate the advice and information you were given
Very poor	42	3.01
Poor	64	4.58
Acceptable	197	14.11
Good	498	35.67
Excellent	513	36.75
Not applicable^a	16	1.15
Not answered	66	4.73
Please rate the warmth of the health professional’s manner
Very poor	32	2.29
Poor	53	3.8
Acceptable	173	12.39
Good	438	31.38
Excellent	647	46.35
Not applicable^a	4	0.29
Not answered	49	3.51
Please rate the extent to which you felt listened to
Very poor	34	2.44
Poor	50	3.58
Acceptable	163	11.68
Good	473	33.88
Excellent	624	44.70
Not applicable^a	3	0.21
Not answered	49	3.51
Please rate the extent to which you felt things were explained to you
Very poor	32	2.29
Poor	63	4.51
Acceptable	183	13.11
Good	463	33.17
Excellent	583	41.76
Not applicable^a	17	1.22
Not answered	55	3.94
Please rate the respect you were shown
Very poor	29	2.08
Poor	23	1.65
Acceptable	147	10.53
Good	418	29.94
Excellent	724	51.86
Not applicable^a	10	0.72
Not answered	45	3.22

Questionnaire item

n (total = 1396)

How easy was it to contact the out-of-hours GP service by telephone?

Very easy

884

63.32

Fairly easy

404

28.94

Not very easy

3.01

Not at all easy

1.07

Don’t know/didn’t make contact by telephone

2.72

Not answered

0.93

How do you feel about how quickly you received care from the out-of-hours GP service?

It was quicker than expected

605

43.34

It was about right

613

43.91

It took too long

152

10.89

Don’t know/doesn’t apply

0.93

Not answered

0.93

Did you have confidence and trust in the out-of-hours health-care professional you consulted with?

Yes, definitely

928

66.48

Yes, to some extent

347

24.86

No, not at all

5.37

Don’t know/can’t say

2.08

Not answered

1.22

Overall, how would you describe your experience of the out-of-hours GP service?

Very good

772

55.3

Good

417

29.87

Neither good nor poor

6.52

Poor

3.15

Very poor

2.79

Not answered

2.36

How do you rate [how long it took your call to be answered]?

Very poor

2.15

Poor

2.58

Acceptable

349

25.00

Good

460

32.95

Excellent

432

30.95

Not answered

6.38

Please rate the helpfulness of the call operator

Very poor

1.93

Poor

1.43

Acceptable

215

15.40

Good

554

39.68

Excellent

496

35.53

Not answered

6.02

Please rate the extent to which you felt the call operator listened to you

Very poor

1.29

Poor

1.72

Acceptable

212

15.19

Good

549

39.33

Excellent

513

36.75

Not answered

5.73

How do you rate [how long it took for a health professional to call you back]?

Very poor

2.44

Poor

105

7.52

Acceptable

320

22.92

Good

353

25.29

Excellent

364

26.07

Not applicable

192

13.75

Not answered

2.01

Were you happy with the type of care you received?

Yes

1187

85.03

149

10.67

Not answered

4.30

How do you rate [the length of your consultation with the health professional]?

Very poor

3.08

Poor

3.87

Acceptable

302

21.63

Good

481

34.46

Excellent

452

32.38

Not answered

4.58

Please rate the thoroughness of the consultation

Very poor

2.44

Poor

3.58

Acceptable

213

15.26

Good

519

37.18

Excellent

525

37.61

Not applicable^a

0.64

Not answered

3.30

Please rate the accuracy of the diagnosis

Very poor

2.51

Poor

4.73

Acceptable

202

14.47

Good

486

34.81

Excellent

461

33.02

Not applicable^a

5.09

Not answered

5.37

Please rate the treatment you were given

Very poor

3.15

Poor

4.15

Acceptable

181

12.97

Good

424

30.37

Excellent

450

32.23

Not applicable^a

161

11.53

Not answered

5.59

Please rate the advice and information you were given

Very poor

3.01

Poor

4.58

Acceptable

197

14.11

Good

498

35.67

Excellent

513

36.75

Not applicable^a

1.15

Not answered

4.73

Please rate the warmth of the health professional’s manner

Very poor

2.29

Poor

3.8

Acceptable

173

12.39

Good

438

31.38

Excellent

647

46.35

Not applicable^a

0.29

Not answered

3.51

Please rate the extent to which you felt listened to

Very poor

2.44

Poor

3.58

Acceptable

163

11.68

Good

473

33.88

Excellent

624

44.70

Not applicable^a

0.21

Not answered

3.51

Please rate the extent to which you felt things were explained to you

Very poor

2.29

Poor

4.51

Acceptable

183

13.11

Good

463

33.17

Excellent

583

41.76

Not applicable^a

1.22

Not answered

3.94

Please rate the respect you were shown

Very poor

2.08

Poor

1.65

Acceptable

147

10.53

Good

418

29.94

Excellent

724

51.86

Not applicable^a

0.72

Not answered

3.22

From: Appendix 6, Chapter 11: supplementary tables

Cover of Improving patient experience in primary care: a multimethod programme of research on the measurement and improvement of patient experience

Improving patient experience in primary care: a multimethod programme of research on the measurement and improvement of patient experience.

Programme Grants for Applied Research, No. 5.9.

Burt J, Campbell J, Abel G, et al.

Southampton (UK): NIHR Journals Library; 2017 Apr.

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