Access | 7 | Evaluative | Location, opening hours, phoning through to reception or the GP, availability of specific or any GP, waiting times in surgery |
| 1 | Report | Same day urgent availability of GP |
Receptionists | 1 | Evaluative | Service provided by receptionists |
Continuity of care | 1 | Evaluative | Continuity of care provided by patient's usual doctor |
Technical care | 5 | Evaluative | GP's medical knowledge, thoroughness of physical examination, arranging tests, treatment prescribing, diagnosis |
Communication | 3 | Evaluative | GP's thoroughness asking questions, attention, explanations |
| 1 | Report | Frequency of leaving surgery with unanswered questions. |
Interpersonal care | 3 | Evaluative | GPs spending time with patient, showing patience, showing caring and concern |
Trust | 4 | Evaluative | Trusting of GP's judgements, GP's truthfulness about medical condition, GP's valuing your health above costs, overall trust in GP |
Knowledge of patient | 3 | Evaluative | GP's knowledge of patient's medical history, worries, responsibilities at home/work |
Nursing care | 3 | Evaluative | Nurses' attention to patient, quality of care, explanations |
Referral | 1 | Report | Non-referral to a specialist when patient thought one was needed |
Coordination | 1 | Report | GP coordinates care that patient receives from outside the practice |
Recommend | 1 | Evaluative | Would patient recommend their usual doctor to family and friends |
Overall satisfaction | 1 | Evaluative | Patient's overall satisfaction with the practice |