Patient Experience Survey Outpatient Clinics - Quarter 1 2017/18 Introduction This report contains the results of the quarter one (Apr-Jun) patient experience survey conducted amongst patients attending outpatient clinics at MDGH. A total of 56 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 2017/18 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 two quarters. Please note Results need to be treated with caution due to a significantly lower sample than in previous quarters. Results for radiology and ETU can be found in appendix one at the end of the report. Summary of Results (Figures in brackets show percentage increase or decrease from Q4 2016/17) 49% (-4) of patients waited less than one month for their initial appointment and 89% (-4) of patients said that their appointment was not changed to a later date by the hospital. Only 2% (-11) of patients were delayed in clinic by over 30 minutes. 100% (=) of patients rated the cleanliness of the department as either excellent (77%) or good (24%) and 94% (-6) of patients rated the cleanliness of the toilets as either excellent (68%) or good (26%). 90% (+4) of patients definitely involved in decisions about care and treatment and 92% definitely felt able to ask staff any questions they had about their care / treatment during their appointment. 72% of respondents were provided with / directed to information about their condition / treatment. 100% (+3) of patients always had enough privacy when discussing treatment and 100% (=) always had enough privacy when being examined. 100% (+1) of patients said they were always treated with dignity and respect and 95% (-2) said they were definitely treated with care and compassion.
89% (+1) of patients rated the overall level of care as excellent, with all remaining respondents rating it as good.
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 100% 45 Disability 100% 9 BME 100% 1 Care and compassion Always No. of respondents Overall 95% 42 Disability 89% 8 BME 100% 1 Involved in decisions Always No. of respondents Overall 89% 44 Disability 89% 8 BME 100% 1
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?
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?
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
Layout Comfort of seating Availability of information Privacy Overall impression of department
Have you been involved as much as you wanted to be in decisions about your care and treatment? Did you feel that you were able to ask the hospital staff any questions you may have had about your care and treatment during the appointment? Were you given any written information or directed to any sources of information e.g. websites in relation to your condition / treatment? Was the information provided in a format that was suitable to meet your needs? All respondents who were provided with information stated that it was in a format that met their needs. Were you given enough privacy when discussing your condition or treatment?
Were you given enough privacy when being examined or treated? Were you aware you could ask for a chaperone to be present during any examinations / procedures? 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. 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? 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 Good staff and environment The staff made you feel welcome Excellent care from the person doing the scan - great info giver Bang on time and very easy Being seen on time - lovely staff Efficient, happy staff Everything was excellent and treatment successful I was seen so promptly On time The courtesy and friendliness of the consultant and staff - and their efficiency - love the décor too - and the light airy atmosphere in the department Friendliness and professionalism Always feel welcome and at ease - staff friendly and always tell you straight if they can help or not Busy time but seen promptly Dealt with very efficiently by Mr Nolan Efficient and pleasant Excellent friendly staff and doctors - my cataract operation was brilliant really - pleased with results, currently on waiting list for my other eye Excellent staff Friendliness and efficiency Friendly staff Getting NHS attention I was treated really well on my cataract op - I might have been the only one and yet they were so busy - excellent treatment - thank you Treated with dignity Treated with respect and compassion Competence, dignity, speech - knowing how long and why All the doctors caring for my daughter take the time to calm her nerves Dr Wright is always very friendly, he is very thorough and explains everything in great detail Friendly welcoming staff - excellent service - information readily available and given - we have never had any negative experience here Professionalism of staff and helpfulness - also open to discussing thoroughly concerns and symptoms and allowing us to be part of decision making Speciality Cardiology Cardiology Orthopaedics Paediatric Paediatric Paediatric Paediatric Do you have any suggestions for improvement? The initial letter I was sent was too long - it took me some time to pull out the actual information from all the unnecessary stuff Could do with a drinking water fountain in the waiting room
Appendix One The file below details results for radiology and ETU and how these compare to patients attending for an outpatient speciality appointment. Q1 Report_Outpatients_ET