Patient Satisfaction Survey City of Lakes FHT - All Clinics

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1 Patient Satisfaction Survey City of Lakes FHT - All Clinics Monday, December 08, 2014 Powered by

2 Sudbury Clinic Walden Clinic Val Caron Clinic à 319 Responses à 248 Responses à 208 Responses 775 Total Responses Date Created: Monday, November 3rd Complete Responses: 771

3 Q1: When making an appointment, how would you rate your experience with the following? Answered: 745 Skipped: 30

4 Q2: Do you feel that the appointment offered to you was within a reasonable amount of time? Answered: 737 Skipped: 38

5 Q3: If not, were you offered an appointment with another option? (e.g. after hours clinic appointment) Answered: 343 Skipped: 432

6 Q4: How many times have you accessed our services in the past 12 months? Answered: 735 Skipped: 40

7 Q5: Are you aware that we offer an after hour clinic on weekdays from 5:00-8:00 pm? Answered: 742 Skipped: 33

8 Q6: Are you aware of the Telephone Health Advisory Service offered to our patients when the clinic is closed? Answered: 736 Skipped: 39

9 Q7: Do you have any suggestions for improving the procedure for making an appointment? Answered: 121 Skipped: 654 Common themes (rated in order of frequency): No, excellent service (ie. Keep up the good work etc) More phone lines should be available Busy signal is quite frequent Online access for booking appointment NoFfy pafents of upcoming appointments Shorter Lunch hour to accommodate more pafents Physicians should be available for emergency appointments Ability to leave message to cancel appointment (if phones are busy)

10 Q8: To which of our family health team clinics do you normally go? Answered: 739 Skipped: 36

11 Q9: In the last 12 months, how many times have you gone to the hospital s emergency department as a patient? Answered: 734 Skipped: 41

12 Q10: In the last 12 months, how many times have you gone to a walk-in clinic (not part of City of Lakes Family Health Team)? Answered: 733 Skipped: 42

13 Q11: What would make it easier for you to access our clinics and avoid using walk-in clinics Answered: 186 Skipped: 589 Common themes (rated in order of frequency): Increased hours of operafon/open on weekends Increased Same Day appointments I just discovered AOer Hours clinic More awareness of AOer Hours clinic s availability Can take a couple weeks before I can get to see my doctor PrescripFon refills by phone

14 Q12: On average, how long do you wait to see your health care provider after your scheduled appointment? Answered: 733 Skipped: 42

15 Q13: Do you agree or disagree with the following statements? Answered: 761 Skipped: 14 I just discovered AOer Hours clinic (very helpful)

16 Q14: Do you have any suggestions that would improve the reception area? Answered: 106 Skipped: 669 Common themes (rated in order of frequency): Increased Privacy (recepfonists speak quieter, private area to speak with recepfonist etc) TV in the waifng room No, I am happy More comfortable chairs Water or Coffee should be available

17 Q15: Which of the following health care providers have you seen at our clinic? Answered: 751 Skipped: 24

18 Q16: How would you rate your most recent encounter with your health care provider? Answered: 750 Skipped: 25

19 Q17: If you were a patient of one of our physicians prior to joining our family health team, have you seen an improvement in service? Answered: 732 Skipped: 43

20 Q18: Do you agree or disagree with the following statements? My provider... Answered: 732 Skipped: 43

21 Q19: Do you have any comments regarding the quality of care that you are receiving from your provider? Answered: 119 Skipped: 656 Common themes (rated in order of frequency): Excellent/Awesome/Good Job/Very SaFsfied/High Quality/Good relafonship with doctor Longer appointments would be nice

22 Q20: During any of your appointments here, have you been seen by a medical resident or student? Answered: 723 Skipped: 52

23 Q21: If you answered yes, were you comfortable being seen by a medical student or resident? Answered: 417 Skipped: 358

24 Q22: Would you be willing to see a medical resident or student for your appointments again? Answered: 682 Skipped: 93

25 Q23: Do you feel that your health needs are being adequately addressed by our team? Answered: 709 Skipped: 66

26 Q24: Does our team assist you in accessing other community services, providers or agencies? Answered: 674 Skipped: 101

27 Q25: Do you feel that you receive proper follow-up on test results? Answered: 705 Skipped: 70

28 Q26: Are you aware that our team offers several programs that address specific health issues? Answered: 713 Skipped: 62

29 Q27: Are you aware that our team provides information sessions to groups of patients on specific topics? Answered: 705 Skipped: 70

30 Q28: What health topics do you feel you would benefit from? (Check all that apply) Answered: 548 Skipped: 227 MeditaFon Osteoporosis Head Injury/Concussions Other responses: MulFple Sclerosis (MS) RelaFonships Anxiety Pregnancy Gasteroenterology Child Health

31 Q29: Would you be willing to travel to one of our other clinics to attend a program or information session? Answered: 673 Skipped: 102

32 Q30: Would you be comfortable viewing an information session by video conference at one of our clinics? Answered: 667 Skipped: 108

33 Q31: Are you aware that the City of Lakes Family Health Team has a website? Answered: 715 Skipped: 60

34 Q32: Have you ever visited our website? Answered: 716 Skipped: 59

35 Q33: If yes, did you find our website easy to use? Answered: 222 Skipped: 553

36 Q34: Do you have any suggestions, improvements, additional content, or was there something NOT on the website that you would want to see there? Answered: 33 Skipped: 742 Common themes (rated in order of frequency): Do not have computer Online Booking/cancellaFons, or cancellafons Haven t see the website, didn t know you had one No quite useful Didn t find much up- to- date/useful informafon

37 Q35: How long have you been with your current physician? Answered: 721 Skipped: 54

38 Q36: How long have you been a patient at the City of Lakes Family Health Team? Answered: 702 Skipped: 73

39 Q37: Are you male or female? Answered: 703 Skipped: 72

40 Q38: How old are you? Answered: 724 Skipped: 51

41 Q39: In general, would you say your health is: Answered: 719 Skipped: 56

42 Q40: Do you have health care coverage? Answered: 703 Skipped: 72

43 Q41: Do you think that annual patients surveys, such as this one, is a helpful way to solicit patient feedback? Answered: 702 Skipped: 73

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