TRAVEL HEALTH CLIENT SATISFACTION SURVEY RESULTS REPORT August, 4
TABLE OF CONTENTS Executive Summary and Recommendations... 1 Summary... 1 Recommendations... 2 Introduction... 3 Background... 3 Objectives of the Satisfaction Survey... 3 Survey Methodology... 4 Implementation of Survey... 4 Limitations of the Survey... 4 Key Findings for the Travel Health Clinic... 5 Overview... 5 Age Distribution of Respondents... 5 How Did You Find Out About The Clinic?... 6 Language... 6 Results to Survey Questions... 7 Qualitative Feedback from Clients... 16 Appendix A... 17 Qualitative Feedback from Clients... 17 Positive Experiences... 17 Negative Experiences... 19 Quality Improvement...
Acknowledgements To the Travel Health Clients who took the time to complete the survey To the Travel Health Staff for supporting the process.
Executive Summary and Recommendations Summary The Winnipeg Regional Health Authority (WRHA) Public Health Quality Team identified that it required a process to measure client satisfaction. The program wanted a measure of the client s perception of satisfaction with overall care and service. The intent was to gather information on the client s opinion of care as determined by scaled responses to a series of questions all designed to elicit the client s view. The Public Health Quality Team decided to target the Travel Health Clinic as its first attempt at determining client satisfaction. 298 clients surveyed 89.9% of clients were satisfied with the service received The process was undertaken using a client satisfaction tool designed by Travel Health. 4 clients visited the clinic during the survey period with 298 who responded to the survey for a total response rate of 62%. 89.9% of respondents stated that they would rate the overall service, or quality of care received as Excellent (78%) or Very Good (12%). 99.7% of respondents would definitely (86.8%) or probably (12.8%) recommend the clinic to family and friends. 95.6% of respondents would contact the travel clinic before travelling out of the country again. Qualitative analysis of comments in the survey revealed that generally, most of the comments were positive. The only areas of concern for clients related to Access and Cost. The client satisfaction survey provides information on areas where care and services are meeting clients expectations and areas where improvement initiatives could be considered. Many lessons were learned in this initial process and these will be incorporated in future surveys. 1
Recommendations It is recommended that 1. The Travel Health Team review this report for opportunities for improvement. 2. The client satisfaction survey results be compared with other elements of the voice of the client results (e.g. Complaints, compliments) to provide further guidance to the program on where there are opportunities for improvement / development. 3. The findings in this survey be shared widely so that the program can celebrate where they are doing well and focus on service areas that need to improve. 2
Introduction Background The Public Health Quality Team identified a need to collect information on client satisfaction. The team determined that the initial client group targeted for measurement should be the Travel Health Clinic. They decided to use a client satisfaction survey to determine the level of client satisfaction with Travel Health Services. Objectives of the Satisfaction Survey 1. To develop and implement a client satisfaction process that results in the ongoing identification of improvement opportunities; and 2. To provide direction for improvements to client care and services based on information gathered by the use of a client satisfaction measurement tool. 3
Survey Methodology Implementation of Survey The Travel Health Clinic determined that the tool used for the client satisfaction survey would be developed by the team. Several travel health clinics across Canada were surveyed to see what kinds of client satisfaction surveys they have in place. This information was incorporated into the design of the survey. The tool consists of questions, related to service, care, demographics, and one open ended question. The questions were piloted with a small group of clients, and suggestions were incorporated into the final version of the survey. The final survey was provided in both English and French. One week was chosen in each of November 3, January 4 and March 4, where all clients accessing the clinic were given the survey. Of the 4 clients seen in the clinic on these designated weeks, 298 participated in the survey, which is a 62% response rate. 4 clients surveyed 62% response rate Limitations of the Survey Limitations were identified with the tool used: Use of a Non-Standardized Tool The tool provides answers to questions specific to Travel Health; however, the questions have not been validated. 4
Key Findings for the Travel Health Clinic Overview The following section of this report has the following goals: To provide an indication of the characteristics of the 298 Travel Health clients who participated in the Client Satisfaction Survey by examining the information provided; To identify and examine the level of satisfaction Travel Health clients have with the care and services they received; To identify opportunities for improvement for the Travel Health Clinic as it relates to client care and services. Age Distribution of Respondents 35% of respondents were in the age range of 3 49 35% of respondents were in the age range between 3 and 49. The second largest grouping fell between and 29 (27%). What age range are you in?. 15-19 -29 3-49 5-64 65 and Over 5
How Did You Find Out About The Clinic? Of the 298 respondents to this question, (34%) learned about the clinic from family or friend. 28% learned of it from their physician. Other was the next largest group with 9.8%. How did you find out about our travel clinic? 34% learned of clinic from family and friends 33.7 9.4 Travel Agent Nurse Physician Family/Friend 7.1 7.1 Newspaper Website Telephone Directory Radio Group Presentation Other Poster Magazine Ad Pharmacist 1.3 1 1.7.3.3.3 9.8 Language 16 respondents answered the question What other language(s) would it be helpful to have our printed material in? The highest frequency of 7 (44%) was for Spanish. 7 out of 16 (44%) clients requested information in Spanish What other language(s) would it be helpful to have our printed material in? 7 6 5 Frequency 4 3 2 1 Spanish French German Ojibway Asian First Nations Languages Amheric 6
89.9% of respondents rated overall quality as Excellent or Very Good Results to Survey Questions 89.9% of respondents rated the overall service, or quality of care received as Excellent (77.7%) or Very Good (12.2%). 99.7% of respondents would definitely (86.8%) or probably (12.8%) recommend the clinic to family and friends. 95.6% of respondents would contact the travel clinic before travelling out of the country again. Only one question had less than % responding Strongly Agree or Agree. This question related to the helpfulness of having travel items for purchase (77%). I would rate the overall service, or quality of care I received as: 77.7 1.1 12.2 Good Very Good Excellent 7
The last time you travelled out of the country, did you visit a travel clinic prior to your departure? 72.2 27.8 No Yes Did you shop around for this service before choosing our travel clinic? 91.6 8.4 No Yes 8
I was satisfied with the amount of time I spent on the phone making my appointment. 41.4 49.3.7 2.1 Strongly Disagree 6.5 Disagree Neutral Agree Strongly Agree How long did you have to wait until the time of your first appointment? 5.7 37.3 1.3 1.7 < 7 Days 7-14 Days 15-21 Days > 21 Days 9
The receptionist was courteous and respectful. 68.4 29.6 2 Neutral Agree Strongly Agree The receptionist was helpful. 67.1 3.8.3 1.7 Disagree Neutral Agree Strongly Agree 1
The clinic hours are convenient for my schedule..8 45.2 3.7 1.2 Disagree Neutral Agree Strongly Agree The nurse/doctor explained the travel health risks to me in a way that I could understand. 77.6 21 1.4 Neutral Agree Strongly Agree 11
The nurse/doctor provided thorough answers to my questions. 75.8 24.2 Agree Strongly Agree I had enough time with the nurse/doctor. 76.1 23.6.3 Neutral Agree Strongly Agree 12
The nurse/doctor was courteous and respectful. 82.4 17.6 Agree Strongly Agree It is helpful to have the different fact sheets available. 72.1 24.5 3.4 Neutral Agree Strongly Agree 13
It is helpful that travel items are available at the clinic for purchase. 34.9 41.9 21.5.3 1.4 Strongly Disagree Disagree Neutral Agree Strongly Agree I would recommend the services of this travel clinic to my family and friends. 86.8 12.8.3 Probably Would Not Probably Would Definitely Would 14
I would contact the travel clinic before I travelled out of the country again. 68.7 26.9.3 4 Disagree Neutral Agree Strongly Agree 15
Qualitative Feedback from Clients Clients had the opportunity to provide comments on the service they receive from Travel Health. Of the 298 respondents, 65 (21.8%) chose to provide written comments that were positive, negative or an improvement suggestion. The 68 comments received were coded into the categories listed below, which have been visually presented as positive or negative experiences. 8 comments were quality improvements, which are not presented in the following graph. All of the comments are listed in Appendix A. Negative Positive Other Information Sharing/Patient Education Helpful/Friendly Excellent/ Wonderful/Great Experience Cost Clinical Skills/Knowledge Caring/concern Attitude Access 16
Appendix A Qualitative Feedback from Clients Positive Experiences Access Service much improved since first contact two years ago, when calls for appointments were never returned. Bravo. Attitude Very accommodating Caring/concern Thanks so much for your patience and assistance. I felt listened to and the nurse was extremely patient. Clinical Skills/Knowledge I appreciate having the knowledgeable advice and services available.... was very knowledgeable about the country I am going to. Excellent/ Wonderful/Great Experience Great service Good service, thank you. Very pleasant staff. Keep up the good work! Keep up the good work! Service was excellent, thanks. Excellent service, I have been extremely satisfied will the service provided Great service Very happy with all services! I have been here several times and had always had a great experience. keep up the great work. Excellent service, We were happy with the service overall that we received and will allow sufficient time to accommodate the next trip. Good Work. I like the way it is set up now. You have a very good and easy to understand 17
service. It may look as if I didn't think very carefully about my answers since in the main, I checked off "strongly agree" but I really do feel that the service is excellent. Excellent Services!! Keep up the good work. Very Satisfied. Professional staff and convenient hours are excellent! Keep up the good work. Thank you for your helpful and friendly service during my visits. Helpful/Friendly The people are very friendly and helpful. Friendly staff. Friendly and courteous staff, Very friendly thanks. Very helpful. Well answered questions Very Courteous receptionist and nurse. I will tell everyone where you are located on Hargrave. I started out on Broadway going north. I was unfortunately late but no fuss was made. Thanks Information Sharing/Patient Education This gave me so much help to know what to do before I go. Thank you. They don't make you feel dumb when you don't know everything. They answered all my questions. Thanks for the information. Helpful information. excellent, thorough information provided in non-threatening manner. Websites are great! And other packaged information. Other Doing fine! I had an issue with service, however, it was resolved immediately. Nice building Thanks Thanks 18
Negative Experiences Access I had to call many times before I got through - the receptionist seemed really busy and understaffed. You are very difficult to locate in the phone book - I phoned Manitoba Health who were very rude and they disclaimed your very existence. I'm still not sure where you are listed. Would be great to have quicker access for appointments but we realize the problems with getting more staff. Open later in the evenings so we don't have to take time off work. Very difficult to get through on the phone, as I tried to confirm my appointment and was unable to get through. It was difficult to reach the clinic by phone. It took 5 or 6 attempts Cost Very expensive service fees for a student to pay. The prices for the vaccinations is too high when compared to getting a prescription through a drug store. The prices here are anywhere from $3- $1 higher here (for the ones I had) and I needed multiple doses. The price should be the same as a drug store pharmacy as there is already a cost for the visit here. You should not charge the administration fee twice for two people in the same consultation session! Charges should be included under medical Cheaper shots (drugs) Reduce the price of vaccines!! Found the cost very high and overall. Other Feel a little scared to go on holidays with all of the risks. 19
Quality Improvement Access More evening appointments available. It would be preferable to have more "openings" on weeknights or 1/2 day on Saturdays. Possibly more evening clinics to be available. Cost Cheaper prices I am just curious why the cost for the services aren't the same as at the physician's office. This would help to promote more business. Just an idea. Information Sharing/Patient Education Tape message giving info about your services - instead of trying to get this info from a "hurried' receptionist. Travel security information, how to keep safe in other countries, what to look for, how to deal with it, etc. Other Perhaps the medical clinics travel agents could be better informed of the service that you provide