Patient satisfaction survey

Patient satisfaction survey

Each financial year (1st April to 31st March), pharmacy contractors must undertake a patient satisfaction survey through which they obtain structured feedback on their patients’ experience of their NHS services (as a minimum, Essential and Advanced services) from patients using those services.


Changes to patient satisfaction survey requirements (November 2021)

Changes to the requirements for the patient satisfaction survey were announced on 26th November 2021.

Read the announcement

The revised requirements are explained on this webpage.

Where contractors have already undertaken the CPPQ in 2021/22, in line with the former Approved Particular requirements, they will have met the requirements for 2021/22 and need take no further action.

Where contractors have not yet undertaken the CPPQ in 2021/22, if they wish, they can now take a different approach, in line with the revised Approved Particulars, but they can also continue to use the CPPQ in 2021/22 to meet the contractual requirements.

Download the REVISED Approved Particulars (November 2021)

Archive: the former CPPQ requirements

What do pharmacy contractors have to do?

The requirements are set out in the Approved Particulars.

Download the Approved Particulars

Contractors can adopt a variety of methods for collecting structured feedback, but consideration should be given to ensuring the methods chosen are accessible to the range of patients using the pharmacy and that they reasonably reflect the pharmacy’s business profile.  This includes using more than one method of submission of patients’ feedback responses (e.g. face to face, postal, email or web-based submission) to ensure feedback across a broad patient base and across a wide range of patient demographics.

Whatever method is used to capture structured feedback, it should be free from advertisements.

The minimum number of feedback responses per pharmacy per year from their patients is proportional to dispensing volume, as outlined in the table below:

Average monthly script volume (Items) Minimum number of feedback responses
0-2000 50
2001-4000 75
4001-6000 100
6001-8000 125
8001-upwards 150

In advance of the start of the next financial year and by 31st December at the latest, NHS England and NHS Improvement will agree with PSNC up to three topics which all contractors must include in their collection of feedback from patients in the following financial year’s satisfaction survey.

Once the feedback has been collected, contractors must then consider that feedback and any potential adjustments they could make to their service to address relevant points identified by patients and publish a summary of the feedback and any actions, which are deemed practicable and proportionate to the issue raised, which have been taken or are planned.

The summary of feedback must be published via one or more of the following options:

  1. display in the pharmacy, via a leaflet, poster or other means;
  2. on the pharmacy’s website.

The original Community Pharmacy Patient Questionnaire

The previous requirements for contractors involved mandatory use of the Community Pharmacy Patient Questionnaire (CPPQ). The use of the CPPQ is not now mandatory, but it could still be used as the basis for a contractor’s collection of patient feedback, as long as the requirements set out above are complied with.

Community Pharmacy Patient Questionnaire (Annex A) (PDF)

Community Pharmacy Patient Questionnaire (Annex A) (Microsoft Word)

Large print version – Community Pharmacy Patient Questionnaire (Annex A) (Microsoft Word)

If the questionnaire is used by a contractor, it needs to be accompanied by an explanation to the patient 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. Suggested wording, which may be personalised by pharmacy contractors is provided below:

Explanatory wording for CPPQ (PDF)

Explanatory wording for CPPQ (Microsoft Word)

Optional Information Governance question

In 2010/11, Level 3 requirements were added to the NHS Information Governance arrangements (requirement 212 and 214) which require pharmacies to check that patients understand their consent choices and feel that their wishes are respected and to check that patients trust the pharmacy to hold information securely. Evidence of meeting these requirements could be achieved by adding questions to the annual CPPQ; suggested wording is outlined below:

1. After you receive services or advice from us, we may retain some of your health information so that we’re best placed to help when you next visit the pharmacy. We always ensure his information is safely stored and kept absolutely confidential. Are you happy with our procedures or do you have any concerns? Yes/No

2a. In certain circumstances, the pharmacy may need to ask your consent to share your data with another healthcare professional to support your care. We will never pass on your health information without your express permission. Has the pharmacy ever asked for your consent like this? Yes/No

2b. If yes, do you feel your wishes were respected? Yes/No

Analysing the results

To assist pharmacy contractors with the basic collation of the raw data from the questionnaire and analysis of the results, PSNC has produced a worksheet and a template report for publication which you can download by clicking on the links below.

CPPQ Worksheet including report for publication (PDF)

CPPQ Worksheet including report for publication (Microsoft Word)

Report for publication (Word)

Report for publication (PDF)

What do you do with the survey results?

The survey results should be used to inform consideration of how contractors can develop their pharmacy service. It is sensible to discuss the results with the whole pharmacy team.

The approved particulars require that contractors must consider the feedback and any potential adjustments they could make to their service to address relevant points identified by patients and publish a summary of the feedback and any actions, which are deemed practicable and proportionate to the issue raised, which have been taken or are planned.

The summary of feedback must be published via one or more of the following options:

  1. display in the pharmacy, via a leaflet, poster or other means;
  2. on the pharmacy’s website.

Where can I get help with conducting the questionnaire?

A number of organisations offer packages of support that include provision of questionnaires and the collation of results. Those that PSNC is aware of are listed below. A listing above should not be interpreted as PSNC endorsement of the service provider.

AAH

CFEP UK Surveys

Digital Health Group Ltd

intelliPharm

The Pharmacy Centre

FAQs

Q. Do we have to undertake a survey?
Yes – it is part of the clinical governance requirements of the contractual framework. The results of the survey will help contractors to develop the service they provide to their patients.

Q. When should I do the survey?
You will need to complete the survey by the end of March each year. Do not underestimate how long it will take to obtain the necessary number of returned questionnaires – leave yourself a cushion of at least two months before the deadline.

You do not need to conduct the survey over a single period, although you will probably find it helps with planning to schedule a period – or several periods – of survey activity. The length of time to schedule is also up to you. Overall, the survey may take several weeks to run.

Q. Do we have to use the national template survey (CPPQ)?
No, however it could still be used as the basis for a contractor’s collection of patient feedback, as long as the requirements set out in the Approved Particulars are complied with.

Q. After Q.10 the CPPQ template states that additional questions relating to healthcare service provision can be inserted if required. What topics could be included in this section?
This could include questions on the following topics:

– Essential, Advanced or locally commissioned services
– the location of the pharmacy
– access to the pharmacy
– customer service
– services related to Pharmaceutical Services such as prescription collection and/or delivery services

Q. Can we help patients to fill in the questionnaire?
Where possible patients should complete questionnaires themselves, but limited assistance for those with poor eyesight or explaining general concepts is acceptable. Staff need to give impartial guidance to patients should they ask for help with the questionnaire.



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