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Patient Satisfaction Survey Endoscopy Unit STHK

Patient Satisfaction Survey Endoscopy Unit STHK. Diane Conway & Caroline Baker Endoscopy Unit February 2009. Patient Group . 100 patients were given questionnaires 50 Whiston 50 St Helens . Who referred you for your procedure? Outpatient 12% GP 40%

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Patient Satisfaction Survey Endoscopy Unit STHK

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  1. Patient Satisfaction SurveyEndoscopy Unit STHK Diane Conway & Caroline Baker Endoscopy Unit February 2009

  2. Patient Group • 100 patients were given questionnaires • 50 Whiston • 50 St Helens

  3. Who referred you for your procedure? • Outpatient 12% • GP 40% • Inpatient 8% • Surveillance 10% • Not sure 6% • No Comment 24% What procedure did you have? • OGD 45% • Sigmoidoscopy 18% • Colonoscopy 10% • ERCP 2% • No Comment 25%

  4. Did patients receive information leaflets beforehand? • Yes 63% (86%) • No 37% (14%) Did the leaflets explain the procedure in a clear manner? • Completely 63% • Partially 30% • Insufficiently 7% • Not at all 0%

  5. Did the patient have the opportunity to discuss the procedure ? • Completely 78%(90%) • Partially 18% (10%) • Not at all 0% (0%) • Did not comment 4% (0%) Who did you speak to? • Endoscopy staff 72% • Other 13% • No comment 14% • Didn’t know 1% Did you find this information useful? • Completely 92% • Partially 8% • Not at all 0% • Did not comment 0%

  6. Were the procedure risks explained? • Yes 88% • No 12% Was consent taken outside the procedure room? • No 40% • Yes 58% (88%) • Unsure 0% (12%) • No comment 2% • 92% (96%) completely satisfied with the consent process

  7. How did you find the procedure? • Acceptable & would have it again 66% • Acceptable, only again if essential 32% • Totally unacceptable 1% • No comment 1% Did you receive an explanation of your results? • Full explanation 89% • Partial explanation 7% • No comment 4% Did you receive aftercare advice? • Yes 96% (92%) • No 4% (8%)

  8. Did you find the environment pleasant & comfortable? • Completely satisfied 88% (100%) • Partially satisfied 6% • Insufficiently 2% • No comment 4% Were you treated politely & with respect? • Completely satisfied 99% (100%) • Partially satisfied 1%

  9. Patient Comments “Lady held my hand throughout and talked to me which was lovely” “The recovery team are exceptional and a real pleasure” “The staff were very friendly and took care of all my needs. A good cohesive group of work colleagues” “Well done” “A great improvement on last time” “Waiting room was too hot” 7% complained about waiting times

  10. Patient Suggestions “A TV and more magazines at St Helens” “More privacy when giving personal details at reception”

  11. Ethnicity • British 100% • Chinese • European • Indian • Pakistani • Bangladeshi • Black Caribbean • Black African • Black Other • Other

  12. Conclusions • Patients felt reasonable well informed, with appropriate aftercare, discharge plan, and written information given • Appears still consenting within the procedure room • ? patient lacking understanding of the patient journey or the word ‘consent’

  13. Recommendations • Should make better use of the consent room • Update proforma to define ‘consent’ • Repeat survey biannually to maintain standards • Good results were attained but we need to strive for 100% if possible • Include more response data to ensure meeting Essence of Care standards

  14. Recommendations • Increase awareness of the difference between the consent room and procedure room • ? change question on survey • Continue focus group to give direct verbal feedback • ‘Meet, Greet & Discharge‘ nurses will improve continuity of care

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