Patient Satisfaction Survey 2019/20
Key findings from the 2019/20 Patient Satisfaction Survey include data collected from April 2019, analyzing responses from 2263 patients. The surveys were conducted via telephone and face-to-face interactions across various service areas, providing insights into patient satisfaction levels with initial contact and service provision. The findings highlight high satisfaction rates with initial contact across different healthcare services and methods of communication.
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Presentation Transcript
Patient Satisfaction Survey 2019/20 Key Findings
Introduction & Methodology Surveys collected from Apr 2019 Data analysed by Directorate and Service Area 9th consecutive patient survey 2263 Patients surveyed Telephone & Face to Face Questions consistent for comparability approach to Apr 2020
Samples Sizes Samples Sizes Directorate Service Area Sample Integrated Community Care Services Therapies & Rehab 631 Integrated Community Care Services Nursing & Conditions 366 Health & Wellbeing Services Integrated Urgent Care 450 Health & Wellbeing Services Primary Care AMPS & CHPL 188 Health & Wellbeing Services Integrated Sexual Health 174 Health & Wellbeing Services Dental Services 121 Health & Wellbeing Services 0-19 Services 100 Health & Wellbeing Services Psychological Wellbeing Services 80 Health & Wellbeing Services Pain Management 60 Health & Wellbeing Services Community Paediatrics & Nursing 50 Health & Wellbeing Services Public Health 26 Health & Wellbeing Services Carers Information & Support Service 12 Health & Wellbeing Services Evolve Eating Disorder Service 5
Overall, more than 9 in every 10 satisfied with initial contact How satisfied were you with the initial contact with the service? NET Satisfaction 0% How satisfied were you with the initial contact with the service? 94% Net Satisfaction 2018/19 Carers Information & Support Service 100% Evolve Eating Disorder Service 100% 3% 3% Public Health 100% 0-19 Services 98% 24% Community Paediatrics & Nursing 98% 94% NET Satisfied with initial contact Very satisfied Nursing & Conditions 96% Fairly satisfied Dental Services 96% Neither Psychological Wellbeing Services 95% Dissatisfied 70% Integrated Urgent Care 94% Therapies & Rehab 94% Integrated Sexual Health 92% Primary Care AMPS & CHPL 89% Pain Management 88% Q3a How satisfied were you with the initial contact with the service?
Around a third of patients contacted services via telephone How satisfied were you with the following aspects of your initial contact by telephone? Dissatisfied Satisfied Have you contacted the service by telephone in the past 12 months? 96% 96% 93% 93% 2% 84% 77% 36% Yes No Can't remember 62% 14% 10% 4% 4% 2% 2% Courtesy of the receptionist/person who you spoke to Finding the relevant contact information Speaking to the person you needed to Getting the information/outcome you needed Getting through to someone in a timely manner Ease of navigating the automated telephone system Q4a How satisfied were you with the initial contact with the service? Q4c~Q4h How satisfied were you with the following aspects of your initial contact by telephone?
High levels of satisfaction when booking appointments with services How satisfied were you with the following... ? Have any of your appointments been cancelled or changed to a later date in the last 12 months? Satisfied Dissatisfied 4% 3% 12% appointments changed / cancelled 2018/19 13% 97% 97% 95% 94% 3% 2% 2% 1% 84% No Date and time of the appointment Location of my appointment Flexibility of changing my appointment date and time Booking an appointment outside of work hours Yes - 1 appointment Yes - 2 or more appointments Q5a How satisfied were you with the following... ? Q5b Have any of your appointments been cancelled or changed to a later date in the last 12 months?
Vast majority of patients continue to be satisfied with health professionals Thinking about the health professional that you saw. How satisfied or dissatisfied were you with the following? Satisfied Dissatisfied 98% 98% 98% 97% 97% 97% 96% 96% 94% 2% 2% 2% 1% 1% 1% 1% 1% 1% Respectful of your needs Trustworthiness of the person you saw Treating you with care and concern Taking your personal circumstances into account Taking your problems seriously Amount of time spent they with you Involving you in decisions about your care Understanding of your symptoms Knowledge of your medical history Q9a Thinking about the health professional that you saw. How satisfied or dissatisfied were you with the following?
High levels of satisfaction with communication from healthcare professionals Thinking about the communication from the health professional. How satisfied or dissatisfied were you with the following? Have you experienced a reduction in the number of times you have had to tell your story to different services of health professionals? Satisfied Dissatisfied 99% 98% 98% 98% 98% 97% 96% 96% Yes 47% 53% No 1% 1% 1% 1% 1% 1% 1% 0% Communicating clearly and in a way that you could understand Ensuring conversations were kept private Answering any questions you had Explanation for any tests or treatment Listening to what you had to say Explanation of how to take/apply any medications prescribed Explanation of any medications prescribed The written information they provided about your condition or treatment Q10 Have you experienced a reduction in the number of times you have had to tell your story to different health professionals? Q11a Thinking about the health professional that you saw. How satisfied or dissatisfied were you with the following?
More than 9 in every 10 said care encouraged them to manage conditions independently* Do you agree or disagree with the following statements? Has the care that you received contributed to an improvement in your quality of life? Has the care that you received supported or encouraged you to manage your condition more independently in your day to day life? Agree Disagree 8% 13% Yes 93% Yes 83% No No 92% 87% 2% 11% I was encouraged to set targets for my self-care Support was available for long term self-care and how to go about this *Only asked to patients accessing services commissioned by CCG+ Q13a Has the care that you received supported or encouraged you to manage your condition more independently in your day to day life? Q13b Has the care that you received contributed to an improvement in your quality of life? Q18 Has the care that you received resulted in a positive outcome for you either in physical, psychological or social terms?
More than 9 in every 10 confident information is kept securely and only accessed by those involved in care Yes No Not sure Are you confident that information about you is kept securely? 94% 1% 5% Are you confident that information about you is only accessed by people directly involved in your care? 93% 2% 6% Are you satisfied that you are kept up-to-date about how information about you is used and shared? 86% 5% 9% Q25 Are you confident that information about you is kept securely? Q26 Are you confident that information about you is only accessed by people directly involved in your care? Q27 Are you satisfied that you are kept up-to-date about how information about you is used and shared?
Vast majority satisfied with opportunities to give feedback and would raise any concerns If you were not happy with the service you received or had concerns, would you raise them? How satisfied are you with the opportunities to give feedback about the service or make a complaint? 4% 2% 7% 3% 21% Yes 94% NET Satisfied with feedback opportunities Very satisfied No Fairly satisfied Don't know Neither Dissatisfied 72% 91% Q24 How satisfied are you with the opportunities to give feedback about the service or make a complaint? Q25 If you were not happy with the service you received or had concerns, would you raise them?
Vast majority satisfied with standard of care and support received How satisfied are you with the standard of care and support you have received? Very satisfied How satisfied are you with the standard of care and support you have received? 0% Evolve Eating Disorder Service 100% 98% NET Satisfied 2018/19 2%1% Dental Services 98% 11% Public Health 92% Nursing & Conditions 90% 98% NET Satisfied with care and support Very satisfied Psychological Wellbeing Services 90% Therapies & Rehab 89% Fairly satisfied Community Paediatrics & Nursing 88% Neither 0-19 Services 86% Dissatisfied Integrated Urgent Care 85% 86% Primary Care AMPS & CHPL 77% Pain Management 77% Integrated Sexual Health 75% Carers Information & Support Service 73% Q27a Overall...how satisfied were you with the following: - The standard of care and support you have received?
Demographic Comparison - % Very Satisfied with standard of care and support Demographic Comparison - % Very Satisfied with Standard of Care and Support 90% 89% 89% 88% 88% 87% 86% 85% 85% 80% 80% Hull East Riding Male Female 16-34 35-54 55+ White BAME Yes No Area Gender Age Ethnicity Disability Q27a Overall...how satisfied were you with the following: - The standard of care and support you have received?
Overall satisfaction with standard of care and support received remains extremely high How satisfied are you with the standard of care and support you have received? NET Satisfied 98% 98% 98% 98% 97% 97% 97% 95% 2012/13 2013/14 2014/15 2015/16 2016/17 2017/18 2018/19 2019/20 Q32a Overall...how satisfied were you with the following: - The standard of care and support you have received?
More than 8 in every 10 very satisfied with overall experience How satisfied are you with your overall experience? Very satisfied How satisfied are you with your overall experience? 1% Evolve Eating Disorder Service 100% 98% NET Satisfied 2018/19 Public Health 92% 2%1% Dental Services 91% 15% Psychological Wellbeing Services 89% Nursing & Conditions 88% 97% NET Satisfied with overall experience Therapies & Rehab 85% Very satisfied Community Paediatrics & Nursing 84% Fairly satisfied 0-19 Services 83% Neither Carers Information & Support Service 82% Dissatisfied 81% Integrated Urgent Care 77% Pain Management 73% Primary Care AMPS & CHPL 69% Integrated Sexual Health 66% Q27b Overall...how satisfied were you with the following: - your overall experience?
Demographic Comparison - % Very Satisfied with Overall Experience Demographic Comparison - % Very Satisfied with Overall Experience 87% 85% 83% 83% 82% 82% 81% 80% 79% 76% 69% Hull East Riding Male Female 16-34 35-54 55+ White BAME Yes No Area Gender Age Ethnicity Disability Q27b Overall...how satisfied were you with the following: - your overall experience?
Satisfaction remains extremely high with overall experience How satisfied are you with your overall experience? NET Satisfied 98% 98% 98% 97% 97% 96% 95% 95% 2012/13 2013/14 2014/15 2015/16 2016/17 2017/18 2018/19 2019/20 Q32a Overall...how satisfied were you with the following: - your overall experience?
Vast majority likely to recommend service to friends and family How likely are you to recommend our clinic/service to friends and family if they needed similar care or treatment? NET Likely 2% How likely are you to recommend our clinic/service to friends and family if they needed similar care or treatment? 0-19 Services 100% 94% NET Likely 2018/19 1% 1% Carers Information & Support Service 100% 1% Community Paediatrics & Nursing 100% Evolve Eating Disorder Service 100% Psychological Wellbeing Services 100% Extremely likely Public Health 100% 96% NET Likely 37% Likely Dental Services 99% Neither Therapies & Rehab 97% Unlikely 60% Integrated Urgent Care 96% Don't know Integrated Sexual Health 96% Nursing & Conditions 95% Pain Management 92% Primary Care AMPS & CHPL 91% Q1 How likely are you to recommend our clinic/service to friends and family if they needed similar care or treatment?
Demographic Comparison - % Extremely Likely to Recommend Demographic Comparison - % Extremely Likely to Recommend 69% 69% 65% 61% 60% 59% 55% 54% 54% 52% 43% Hull East Riding Male Female 16-34 35-54 55+ White BAME Yes No Area Gender Age Ethnicity Disability Q1 How likely are you to recommend our clinic/service to friends and family if they needed similar care or treatment?
Highest percentage of patients likely to recommend treatment to friends and family How likely are you to recommend our clinic/service to friends and family if they needed similar care or treatment? NET Likely 96% 95% 95% 94% 92% 92% 92% 88% 2012/13 2013/14 2014/15 2015/16 2016/17 2017/18 2018/19 2019/20 Q1 How likely are you to recommend our clinic/service to friends and family if they needed similar care or treatment?
Key words include friendliness, staff, professionalism, care and help Q28 Can you tell us three things that were good about the care you received? 21
Comments Comments I feel like they listen to me and understand that my needs are different to others, so I feel like I am treated like an individual and not expectations of a chart. They have been helpful and kind to me, I never feel rushed and are incredibly supportive. I have been given some really good advice on diets and how it will help me. They were really professional, friendly, caring, considerate and they were lovely. They were always on time. They were really good. The response to my request to engage into the service was excellent. The treatment by the receptionist staff at the location was very professional and the actually clinic nurse was excellent. Nurse was really supportive and friendly. Could not have asked for more. Got an appointment straight medication also. away. Gave us
Key improvement themes include waiting times, appointments and parking Q28 Is there anything that could be improved? 23
