Patient satisfaction survey

This guidance will help ensure you correctly apply the NHS logo and pharmacy descriptor line to the approved patient satisfaction survey. This survey is needed to fulfill the community pharmacy contractual framework clinical governance requirements.

If you are carrying out the survey you should brand the questionnaire primarily with your own name or logo (if you have one) in a lead position, usually at the top of the page, to demonstrate your ownership of the survey.

You may also use the NHS logo together with the ‘Providing NHS services’ pharmacy descriptor line in a secondary position. This is not mandatory, but is strongly encouraged to show that the initiative is in support of your NHS services.

The NHS logo and pharmacy descriptor line may also be used on the survey response envelope.

Please note that the NHS logo:

• is a registered trademark and may only be used on the national pharmacy contract approved patient satisfaction survey in accordance with these guidelines;
• must be used together with the pharmacy descriptor line ‘Providing NHS services’, as this explains to the public the relationship between pharmacists and the NHS.

Please also see the additional notes and visual examples below for guidance on how to apply the NHS logo and pharmacy descriptor line and how to reflect the involvement of a third party survey provider.

Applying the NHS logo and pharmacy descriptor line to the questionnaire

The NHS logo and pharmacy descriptor line must be used in the bottom right-hand corner on the front cover or the first page of the patient satisfaction survey, as in the example shown below, by adding a blue or white band to the base of the page. It may not be positioned elsewhere on the page.

Pharmacy patient satisfaction survey cover examples

Specifications for questionnaire

The specifications for using the NHS logo and pharmacy descriptor line on patient satisfaction surveys are as follows:

• Original artwork: always use the original artwork, which can be downloaded from this site: download the NHS logo. Do not attempt to recreate the NHS logo yourself.
• Pharmacy descriptor line: use version B of the pharmacy descriptor line – ‘Providing NHS services’.
• Logo size: on A5/DL leaflets, the minimum height for the NHS logo is 8.5mm; on A4 leaflets, the minimum height for the NHS logo is 10mm.
• Positioning: the NHS logo and descriptor line must be added as a fixed unit in its own space by running a white or NHS blue band across the base of the material.
• Exclusion zone: observe an exclusion zone around the NHS logo and pharmacy descriptor line, equal to the height of the NHS logo.
• Colour: if your patient satisfaction survey is printed in colour, use the coloured version of the NHS logo and ‘Providing NHS services’ descriptor line, or reverse it out of a blue band, as in examples 1 and 2. If your patient satisfaction survey is in black and white, use the black version as shown in example 3. The NHS logo and pharmacy descriptor line must never be reproduced in your own corporate colour.

Applying the NHS logo and pharmacy descriptor line to the response envelope

You should position the NHS logo and pharmacy descriptor line in the bottom right-hand corner on the response envelope, by using the coloured or black version of the NHS logo and pharmacy descriptor line.

Please refer to the specification above for further details on minimum size, exclusion zone, colour and original artwork.

Working with a third party survey provider

If you are working with a third party to provide your patient satisfaction survey, follow the guidance set out above.

The third party logo may also appear on the front cover of the survey. However, we would strongly suggest that you include a statement to explain the third party’s involvement, for example ‘This survey is being conducted by X Provider on behalf of X Pharmacy.’

Last updated: 07/06/10