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CPPQ Report

Community Pharmacy Patient Questionnaire (CPPQ) Report 2018


Owner of Pharmacy:                         PillTime Ltd (Company Reg: 10381083)
Address of pharmacy:                      Unit 9, St Andrews Trading Estate, Third Way, Avonmouth, Bristol BS11 9YE
Date patient survey completed:      05.02.2018


Top areas of performance


Being polite and taking the time to listen to what you want 84% of respondents were happy.

The staff overall and the service provided 86% of respondents were happy.

Answering any enquiries you may have 81% of respondents were happy.

The quality of the packaging used for the product 94% of respondents were happy.

The condition in which you received your medication 87% of respondents were happy.


Areas in greatest need for improvement


The ease of contacting the pharmacy 20% of respondents highlighted this point.

Having someone available to deal with any problem with your prescription after it has been delivered 20% of respondents highlighted difficulties in being able to speak to someone about their enquiry.

Action taken: A new Mitel customer service system has been procured and installed which has improved communication with patients:

  • increased the volume of phone lines coming into the pharmacy.
  • a voice mail option is available for patients to use, should they call at peak times or outside our business hours.
  • a call back option is available for patients if they would like a member of the pharmacy team to call them back.

Providing an efficient delivery service 28% of respondents highlighted this point.

Action taken: In addition to using Royal Mail, we have partnered with DX, which has allowed us to enhance our delivery options for patients.


Age range of respondents


16-19               0%

20-24               1%

25-34               1%

35-44               8%

45-54               25%

55-64               40%

65+                  25%



Profile of respondents


This is the pharmacy that the respondent chooses to use if possible:          81%

This is one of several pharmacies that the respondent uses:                        9%

This pharmacy was just convenient for you this time:                                   11%