MiniMax M3.1 Flash: How Ashgrove patients find online-first booking

Scorecard

The analysis

This model produced no usable analysis for this task.

The survey it planned

2 screening questions and 12 questions, as the model wrote them.

1. S1

   Are you currently registered with Ashgrove Medical Group?

   One answer
   • Yes
   • No

   Continues if Yes

2. S2

   Which age range includes your age?

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

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

3. Q1

   Since April 2026, have you requested an appointment at Ashgrove Medical Group in any way?

   One answer
   • Yes
   • No
   • Not sure
4. Q2

   Overall, how satisfied or dissatisfied are you with the way appointments are requested at Ashgrove since April 2026?

   One answer
   • Very satisfied
   • Satisfied
   • Neither satisfied nor dissatisfied
   • Dissatisfied
   • Very dissatisfied
   • I have not requested an appointment since April 2026
5. Q3

   Since April 2026, have you ever needed an appointment but not requested one because of the way appointments are booked at Ashgrove?

   One answer
   • Yes
   • No
   • Not sure
6. Q4

   Which of the following contributed to your decision not to request an appointment? Select up to three.

   Any that apply
   • I do not use the internet or could not get online
   • I found the online form difficult to understand or complete
   • I needed help from someone to use the online form
   • I preferred to speak to someone
   • I did not know how to request an appointment
   • I was not confident the form would help me get the right appointment
   • I was concerned about waiting for a text or phone reply
   • I could not use or get through on the telephone
   • I could not get help at reception
   • I needed an interpreter or communication support
   • I could not explain my symptoms or needs in writing
   • I was concerned an appointment time or location would not suit me
   • Another reason (please describe)

   Routing Shown only if Q3 is: Yes

7. Q5

   If you needed to use Ashgrove's online request form, which statement best describes your situation?

   One answer
   • I could complete it confidently without help
   • I could complete it with a little help
   • I would need a lot of help
   • I could not use the online form
   • I have not used the online form
   • Not sure
   Judges: ambiguous

   The question asks about hypothetical ability, but 'I have not used the online form' answers past experience instead. Someone who has never used it could select that option or any ability category, making responses ambiguous between non-use and capability.

   The options mix hypothetical capacity ('I could complete it confidently') with past behaviour ('I have not used the online form'). It is unclear if someone who has not used the form but could use it confidently should choose the capacity statement or the non-usage statement.

8. Q6

   When you need an appointment, how would you prefer to request it?

   One answer
   • Use the online request form
   • Telephone the practice
   • Request it in person at reception
   • Ask a family member, friend or carer to submit the request for me
   • It depends on the situation
   • No preference
   • Another way (please describe)
9. Q7

   Which of the following booking arrangements would you prefer for Ashgrove?

   One answer
   • Keep online-first booking as it is
   • Restore a morning phone booking line available to every patient
   • Add a dedicated phone line and in-person help at reception only for patients aged 75 or over, patients with a disability, and patients who need an interpreter
   • Keep online-first booking and add both a morning phone line for every patient and extra help for patients who need them
   • No preference
   • Another arrangement (please describe)
10. Q8

    What would make it easier for you to request an appointment? Select up to three.

    Any that apply
    • A shorter online form
    • More guidance in the online form about symptoms and urgency
    • Clearer instructions about how to book
    • Help completing the online form by phone
    • In-person help at reception
    • A dedicated phone line
    • More flexible opening hours
    • A quicker text or phone reply
    • More appointment times or greater availability
    • Larger text or a more accessible format
    • British Sign Language or interpreter support
    • More time to complete the online form
    • Clearer information about how requests are assessed
    • Nothing; the current system works for me
    • Another improvement (please describe)
11. Q9

    Thinking only about your most recent appointment request since April 2026, what was the main outcome?

    One answer
    • I was offered an appointment that suited me
    • I was offered an appointment, but it did not suit me
    • I was offered a telephone consultation or clinical advice instead
    • I was told that I did not need an appointment
    • I was told that no appointment was available
    • I did not receive a reply
    • I had to contact the practice again
    • Another outcome (please describe)

    Routing Shown only if Q1 is: Yes

12. Q10

    How long did it take Ashgrove to first respond to your most recent appointment request since April 2026?

    One answer
    • Within 24 hours
    • 2 calendar days
    • 3 to 5 calendar days
    • 6 or more calendar days
    • I have not received a reply
    • Not sure

    Routing Shown only if Q1 is: Yes

    Judges: ambiguous

    The answer options mix hours and calendar days, and there is no option for 1 calendar day. A reply the next day but more than 24 hours later, or 25 to 47 hours later, has no clear category, so respondents could place the same response time in different options.

    The gap between 'Within 24 hours' and '2 calendar days' is unclear; a respondent who received a reply in 36 hours might not know which option to select.

13. Q11

    Do you consider yourself to have a disability or long-term physical or mental health condition that affects your day-to-day activities?

    One answer
    • Yes
    • No
    • Prefer not to say
14. Q12

    Do you need an interpreter to communicate with Ashgrove Medical Group in English?

    One answer
    • Yes
    • No
    • Not sure