Patient Experience Survey. Outpatient Clinics - Quarter /17

Transcription

1 Patient Experience Survey Outpatient Clinics - Quarter /17 Introduction This report contains the results of the quarter four (Jan-Mar) patient experience survey conducted amongst patients attending outpatient clinics at MDGH. A total of 69 questionnaires were completed. The survey has been developed in conjunction with Eastern Cheshire Clinical Commissioning Group and covers key areas including the patient s experience of the department, the appointment, care and treatment and overall views on the level of service and care received. The information gathered through this piece of work will allow the trust to monitor its performance in key areas highlighted in the 2016/17 Quality Schedule. Results are shown at an overall trust level and where applicable can be compared against the trust s results for the 2011 National Outpatient Survey and the previous quarters. Summary of Results (Figures in brackets show percentage increase or decrease from Q3 2016/17) 53% (+2) of patients waited less than one month for their initial appointment and 93% (+10) of patients said that their appointment was not changed to a later date by the hospital. 13% (-10) of patients were delayed in clinic by over 30 minutes. 100% (+1) of patients rated the cleanliness of the department as either excellent (61%) or good (39%) and 100% (+10) of patients rated the cleanliness of the toilets as either excellent (43%) or good (57%). 86% (+8) of patients definitely involved in decisions about care and treatment. 97% (-1) of patients always had enough privacy when discussing treatment and 100% (+1) always had enough privacy when being examined. 88% (+6) of patients who underwent tests / investigations felt these were completely explained in a way they could understand. 99% (=) of patients said they were always treated with dignity and respect and 97% (+4) said they were definitely treated with care and compassion. 88% (+16) of patients rated the overall level of care as excellent, with 10% of respondents rating it as good.

2 Equality Data The following tables show how the percentage of respondents answering always/definitely varies dependent upon equality category for the following questions: Were you treated with dignity and respect? Were you treated with care and compassion? Were you involved as much as you wanted to be in decisions about your care and treatment? Dignity and respect Always No. of respondents Overall 99% 68 Disability 100% 20 Non-white British 50% 1 Care and compassion Always No. of respondents Overall 97% 67 Disability 95% 19 Non-white British 100% 2 Involved in decisions Always No. of respondents Overall 86% 57 Disability 85% 17 Non-white British 50% 1

3 Before Your Appointment From the time you were told you needed an appointment to the time you went to the Outpatients Department, how long did you wait for your appointment? How do you feel about the length of time you were on the waiting list? Was your appointment changed to a later date by the hospital?

4 How long after your stated appointment time did your appointment start? Were you told how long you would have to wait? The Appointment Were you made to feel welcome on your arrival at the department?

5 How would you rate the following aspects of the department? NB: Calculated out of those respondents the questions were applicable to. Efficiency and professionalism of staff Cleanliness of department Cleanliness of toilets Decor

6 Layout Comfort of seating Availability of information Privacy Overall impression of department

7 Have you been involved as much as you wanted to be in decisions about your care and treatment? Were you given enough privacy when discussing your condition or treatment? Were you given enough privacy when being examined or treated? If your appointment was in relation to a long term condition, did doctors and/or staff ask you what was important to you in managing your condition or illness? NB: Calculated out of those respondents with a long term condition.

8 If your appointment was in relation to a long term condition, did your appointment help you to feel that you could better manage your condition or illness? NB: Calculated out of those respondents with a long term condition. If you had any tests (such as x-rays, scans or blood tests) did a member of staff explain why you needed these tests in a way you could understand? NB: Calculated out of those respondents who underwent tests. Overall Were you treated with dignity and respect?

9 Did the staff treat you with care and compassion? Overall, how would you rate the level of care you have received? What has pleased you most about your experience of the hospital? Comment Being seen on time Everyone was very professional and friendly. Great experience. Excellent service from all levels of staff, as usual at MDGH No waiting The efficiency The explanation of the condition in easy to understand terms Very considerate and understanding Very efficient. Have been multiple times and experience always excellent The competence and professionalism of everyone from porters to consultants. I have been treated by this hospital for 25 years and it is largely due to the care that I have received that I am feeling as well as I am today. Thank you MDGH Helpful signposting to correct dept. I was surprised how quick I was attended to and how efficient the staff were My problem has been taken seriously and action is being taken ASAP Care and kindness of staff - especially in explanation of condition and tests Charlotte is always lovely and explains everything well Had excellent care over the last year with a series of conditions and am very happy how quick I had appointments. The member of staff I see is very good and helpful and explains everything to me Speciality ENT ENT ENT

10 They always remind you of your appointments etc Very good Efficient and friendly staff. Whole appointment took less than 35 min. Lady on reception advised how to arrange my next follow up which is in 4 months. Friendliness of staff. Seen promptly Friendly staff Kindness Little waiting time The quality and professionalism of the staff - from consultant right through the department. Also canteen staff etc were all very good and helpful Being seen on time Very quick, not messed about Yes, staff are always friendly Everyone cares Overall excellent in all aspects of care etc The friendliness of the staff Confidence with the doctor Orthodontics Orthopaedics Orthopaedics Orthopaedics Outpatients Do you have any suggestions for improvement? Comment Always have problems with automatic system for confirming appointments. Always told my date of birth doesn't matter. Always finish up phoning number at hospital to confirm OK Had to drive around the car park for 15 mins to find a space. More space required Parking is a difficulty Replace awful chairs in Max-facial waiting room - they are agony! The only consistent issue is parking but there is not much room to do anything about that. If hospital could acquire a plot of land nearby and run a minibus shuttle that might help! The possibility to make your next appointment before you leave. More parking! Waited an hour to get a space multiple times Improve parking Speciality ENT MAX-facial Orthodontics Orthopaedics