Mercury 3: How Ashgrove patients find online-first booking

Scorecard

The analysis

Findings

Open-text themes it coded

<theme in the open-text answers> 1... 0

The survey it planned

2 screening questions and 10 questions, as the model wrote them.

1. S1

   Are you aged 18 or over and registered as a patient at Ashgrove Medical Group?

   One answer
   • Yes
   • No

   Continues if Yes

2. S2

   What is your age group?

   One answer
   • 18-44
   • 45-64
   • 65-74
   • 75 or over

   Routing Shown only if S1 is: Yes

   Continues if 18-44; 45-64; 65-74; 75 or over

3. Q1

   Since April 2026, have you needed an appointment at Ashgrove Medical Group for yourself or someone you help care for?

   One answer
   • Yes, and I booked an appointment
   • Yes, but I did not book an appointment
   • No, I have not needed an appointment
4. Q2

   Since April 2026, have you put off booking an appointment (delayed or avoided booking) because the booking process was difficult?

   One answer
   • Yes
   • No

   Routing Shown only if Q1 is: Yes, and I booked an appointment; Yes, but I did not book an appointment

5. Q3

   What stopped you from booking or made it difficult to book? Select all that apply.

   Any that apply
   • The online request form was difficult to find, use, or complete
   • I don't have internet access or I am not confident using online forms
   • I could not get through by phone
   • The phone line was not available when I called
   • I did not know how to book
   • There were no appointments that suited me
   • My health problem got better or I decided I no longer needed an appointment
   • Something else

   Routing Shown only if Q2 is: Yes

6. Q4

   Thinking about the most recent appointment you booked at Ashgrove since April 2026, how satisfied are you with the way you booked it?

   Scale

   Scale 1-5: Very dissatisfied to Very satisfied

   Routing Shown only if Q1 is: Yes, and I booked an appointment

7. Q5

   If you could choose, which way would you most prefer to book an appointment at Ashgrove? Please answer even if you have not needed an appointment since April 2026.

   One answer
   • Online request form on the website
   • Telephone call to reception
   • In person at reception
   • No preference
   • Another way (please tell us in the final question)
8. Q6

   Which of the following approaches to appointment booking would you prefer Ashgrove to use?

   One answer
   • Keep the current online-first system as it is
   • Bring back a morning phone booking line for every patient
   • Add a dedicated phone line and in-person help at reception only for patients who need them (for example, over-75s, patients with a disability, or patients who need an interpreter)
   • Not sure / no preference
9. Q7

   What would make booking an appointment easier for you? Select all that apply.

   Any that apply
   • A simpler online request form
   • More appointments available
   • A phone line available at set times (for example, in the morning)
   • Help at reception to book in person
   • Help over the phone to fill in the online form
   • Reminders or instructions about how to book
   • Nothing – I find booking easy already
   • Other (please tell us in the final question)
10. Q8

    Do you have a disability or long-term health condition?

    One answer
    • Yes
    • No
    • Prefer not to say
    Judges: double-barrelled

    One answer combines disability and long-term health conditions. A respondent can have a long-term condition without a disability, so a Yes cannot identify the disability subgroup required by O3.

    Asks about disability or long-term health condition in a single question.

11. Q9

    When you contact Ashgrove, do you need help communicating in English (for example, an interpreter, a family member, or translation support)?

    One answer
    • Yes
    • No
    • Prefer not to say
12. Q10

    Is there anything else that would make booking an appointment easier for you? If you selected 'Another way' or 'Other' above, please tell us here.

    Open text