| The 2013 survey questionnaires can be accessed online (via https://gp-patient.co.uk/surveys-and-reports#december-2013). All items used in the study are reproduced verbatim below. |
| Helpfulness of receptionist |
| Q4: How helpful do you find the receptionists at your GP surgery? Very helpful; Fairly helpful; Not very helpful; Not at all helpful; Don’t know |
| Ability to see a preferred doctor (used as a proxy measure of care continuity) |
| Q9: How often do you see or speak to the GP you prefer? Always or almost always; A lot of the time; Some of the time; Never or almost never; Not tried at this GP surgery |
| [Filter Q8: Is there a particular GP you usually prefer to see or speak to? Yes — filtering to Q9 as above; No — Go to Q10; There is usually only one GP in my GP surgery — Go to Q10] |
| Ability to book an appointment |
| Q12: [Last time you wanted to see or speak to a GP or nurse from your GP surgery:] Were you able to get an appointment to see or speak to someone? Yes; Yes, but I had to call back closer to or on the day I wanted the appointment; No — Go to Q16; Can’t remember — Go to Q18 |
| Doctor communication skillsa |
| Q21: Last time you saw or spoke to a GP from your GP surgery, how good was that GP at each of the following? |
| Giving you enough time: Very good; Good; Neither good nor poor; Poor; Very poor; Doesn’t apply |
| Listening to you: Very good; Good; Neither good nor poor; Poor; Very poor; Doesn’t apply |
| Explaining tests and treatments: Very good; Good; Neither good nor poor; Poor; Very poor; Doesn’t apply |
| Involving you in decisions about your care: Very good; Good; Neither good nor poor; Poor; Very poor; Doesn’t apply |
| Treating you with care and concern: Very good; Good; Neither good nor poor; Poor; Very poor; Doesn’t apply |
| Nurse communication skillsa |
| Q23: Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following? [Five sub-items identical to those used for doctor communication, above]. |
a
Consistent with prior research, for the doctor and the nurse communication items, a composite was calculated as the mean of five sub-items when at least three of them had been answered.