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Patient Satisfaction Survey Endoscopy Unit STHK

Patient Satisfaction Survey Endoscopy Unit STHK. Diane Conway February 2013. Demographics. British 97% Indian 3% European 1 %. Gender. Ethnicity. Methodology / patient group.

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Patient Satisfaction Survey Endoscopy Unit STHK

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  1. Patient Satisfaction SurveyEndoscopy Unit STHK Diane Conway February 2013

  2. Demographics • British 97% • Indian 3% • European 1% Gender Ethnicity

  3. Methodology / patient group • Questionnaires were placed in the records of N100 patients, and patients asked if they would participate in the survey. • Surveys were distributed on both sites. • Overall response rate 55% • (n30 (54%) St Helens • N25 (46%) Whiston • Time period: December 2012 – February 2013

  4. Who referred you for your procedure What procedure did you have ? OGD 52% Sigmoidoscopy 20% Colonoscopy 15% ERCP 8% Bronchoscopy 9% • Outpatient 20% • GP 40% • Inpatient 12% • Surveillance 10% • Not sure (inps) 18%

  5. Was explanation of procedure clear Did patients receive information before procedure • Completely 73% • Partially 24% • Insufficiently 3%

  6. Discussions with staff about the procedure Did You have the opportunity to discuss the procedure ? • Completely 90% • Partially 7% • Did not comment 3% Who did you speak to? • Endoscopy staff 82% • Other 10% • No comment 7% • Didn’t know 1% Did you find this information useful? • Completely 93% • Partially 7%

  7. Was consent taken outside of the procedure room Were the risks of the procedure explained No 24% (40%) Yes 76% (58%) Yes 94% No 6% 98% completely satisfied with the consent process 13% (n7) patients stated that they were not offered sedation

  8. Q. Did you receive an explanation of your results Q. How did you find the procedure Full explanation 96% Partial explanation 2% No Comment 2% Acceptable and would have it again 68% Acceptable, only again if essential 28% Totally unacceptable 3% No comment 1% 98% received after care advice

  9. Q. Did you find the environment pleasant & comfortable? • Completely satisfied 94% (88%) • Partially satisfied 3% • Insufficiently 1% • No comment 2% • 100% of patients agreed that they had been treated politely and with respect • No patients recorded any privacy or dignity concerns

  10. Patient Comments “Good people skills exhibited by all concerned” “I was absolutely petrified but all staff made me feel totally at ease” “Could not fault the experience in anyway” “Very pleased with treatment very pleasant staff” “Excellent treatment and nurse”

  11. Patient Comments • When patients were asked to rate the department on a scale of 1-10 the majority of patients (n30/n55) gave a score of 9 or above

  12. Conclusions • Patients felt reasonably well informed, with appropriate aftercare, discharge plan, and written information given • Appears still consenting within the procedure room at times but patients seem to have increased understanding of their journey • There has been an improvement in most areas

  13. Recommendations • Achieve 100% compliance in consenting outside procedure room • Endoscopy report to be given to all patients (unless otherwise indicated ) • Repeat survey biannually to maintain standards • Good results were attained but we need to strive for 100% if possible

  14. Recommendations cont’d • Continue patient feedback via mail/phone. • Outreach to improve inpatient experience • ‘In future nurses will take more responsibility for consenting diagnostic procedures, which should improve patient journey.

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