Development of a patient satisfaction survey for Acute Medicine. Liz Lees Consultant Nurse & Clinical Dean Acute Medicine

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Development of a patient satisfaction survey for Acute Medicine. Liz Lees Consultant Nurse & Clinical Dean Acute Medicine"

Transcription

1 Development of a patient satisfaction survey for Acute Medicine Liz Lees Consultant Nurse & Clinical Dean Acute Medicine 4 th International Conference, Society for Acute Medicine, Edinburgh 7-8 October 2010

2 Why design your own survey? Danger of being subsumed as A&E Huge conduit for thousands of assessments Huge conduit for thousands of admissions Nothing off the shelf Focus Action and links to HIA, CQUIN plus more!

3 Why is patient satisfaction Public accountability Quality improvement Macro-level: important? system performance management benchmarking competition/contestability through markets (PCT) Micro-level: feedback to professionals and managers acceptability of processes Thompson, A.G.H., Sunol R., (1995) Expectations as determinants of patient satisfaction. International Journal of Quality Healthcare 7 (2)

4 The basis of satisfaction Imprecise, subjective, changes Different meanings Ideal: what we would like to happen, irrespective of reality Normative: what we believe ought to happen Predicted: what we really think will happen Perneger TV (2004). Adjustment for patient characteristics in satisfaction surveys, International Journal for Quality in Health Care, 16 (6),

5 Where are the drivers? CQUINS (commissioning for quality and innovation) Three dimensions of quality identified are safety, effectiveness user experience High Quality Care for All, DH (2008). 1. Reduce avoidable death, disability and chronic ill health from Venous thromboembolism (VTE) 2. Improve responsiveness to personal needs of patients worth 570,000 to Trust CQUIN - DH, (2010).

6 Survey design

7 Walking the pathway - framework Arrival and welcome Waiting Care & Treatment Pain control Privacy and dignity Infection control Mixed sex accommodation (single sex) Overall impressions Relatives Discharge arrangements

8 Patient involvement

9 Patient diaries Two patients Different pathways into AMU Retrospective accounts Demonstrated the different perceptions of the journey despite both being in AMU Using patient feedback (2009): a practical toolkit, Picker Institute Europe.

10 Two pathways into AMU Ambulance arrived with the blue lights flashing and the crew were very kind Had a needle in my arm and Oxygen mask and my wife followed in the car Heart tracing in the ambulance Had a monitor on and it was very noisy really busy with people dying in the next cubicle High on a trolley had a sheet on it Waited ages in X-Ray needed the loo Had two needles in different places to take blood Got into a really comfy bed, so tired Consultant came to see me GP rang the Hospital I brought a letter Wife got stuck in traffic on the way Waited by a big desk, very busy Clerks took my details down wrong Two Doctors came to see me together Sat in a busy waiting room for my results Wasn t really clear what to do you know what was going on Shown into a bay with my bed & toilet Nurses were really kind

11 PCT led commissioning target selected 5 questions Questions: 2009 % result 1 Were you involved as much as you wanted to be in decisions about your care and treatment 2 Did you find someone on the Hospital staff to talk to about your worries and fears 3 Were you given enough privacy when discussing your treatment or condition 4 Did a member of staff tell you about medication side effects to watch for when you went home? 5 Did Hospital staff tell you who to contact if you were worried about your condition after you went home? 62% 57% 76% 41% 70% Improve 8 points on last years score - 09/10 = 61.2%

12 Phrasing the questions (30) Were you satisfied with nursing care Yes or No I was very satisfied with the quality of nursing care: Strongly agree / Agree / Disagree / Strongly disagree Comments:

13 Time as a measure of quality (Pt 1) didn t have a watch on the whole time (Pt 2) no recollection of time passing About right time, too long, too short.

14 Survey pre test involving patients Gave to both patients Length Questions phrasing New scales Incentive to return

15 Methodology Self completion questionnaires Mailed to 2 samples (SAE) 250 in each January to March respondents (AMU1) = 28% return 110 respondents (AMU2) = 44% return Measurement scales: Closed, Likert, Comments Questions devised from: Patient pathways, Patient diaries, Picker, Nursing Metrics, AMU standards. O Leary, Z. (2004) The essential guide to doing research, Sage, London; citing Likert, R., 1932, A technique for measurement of attitudes, New York Press.

16 Quick word about response & rates Responding alone -(without help), more positive Significant others family often more negative Immediate responders (1 st mailing), more positive Later responders - tend to be older, widowed and needing help to answer Adapted from Oliver RL (1993). Cognitive, affective, and attribute bases of the satisfaction response. J Cons Res, 20, 418.

17 Making the survey work for you

18 AMU 1 room to improve Arrival:- Only 1 in 9 patients were happy with the way they were greeted Waiting: 41% felt overcrowding was an issue in the waiting area Care and treatment: not enough privacy when being given bad news. Discharge (medications): side effects of medications not explained Discharge (time): 9 in 10 patients said they waited a long time to be discharged

19 AMU 1 where patients were satisfied Waiting (information): 7 out of 10 patients received the right amount of information - condition or treatment. Care and treatment (Nurse call buzzer): 76% were happy with staff reaction times Pain management: 73% happy with time to receive pain management. Overall impressions: 8 in 10 patients would rate their overall care as excellent or good. Relatives: 91% of relatives were given help to locate family.

20 Contrasting comments I think the whole team on AMU are polite, well mannered and care about my well-being every time I am admitted into their care; whenever I need to see someone or if I am in pain, they work very hard and are due credit where credit is due. Personally I was not happy with my Mom s care she was left in bed for 3 days it has taken ages to get her confidence back!

21 Where from here? Blended measures advocated Small regular re sampling NAPP patient focus groups Suggestion boxes IT near patient computers Use volunteers to raise issues at the time PALs interviews & data

Accident and Emergency Survey of Patient Experience

Accident and Emergency Survey of Patient Experience Accident and Emergency Survey of Patient Experience Report of NEAS findings July 2011 Mark Cotton Sahdia Hassen Assistant Director of Patient and Public Involvement Public Relations Officer Background

More information

Hospital Authority. 2013 Hospital-based Patient Experience and Satisfaction Survey

Hospital Authority. 2013 Hospital-based Patient Experience and Satisfaction Survey For discussion on 25.9.2014 HAB-P211 Hospital Authority 2013 Hospital-based Patient Experience and Satisfaction Survey Purpose This paper reports to Members the findings of the 2013 Hospital-based Patient

More information

Patient Experiences with Acute Inpatient Hospital Care in British Columbia, 2011/12. Michael A. Murray PhD

Patient Experiences with Acute Inpatient Hospital Care in British Columbia, 2011/12. Michael A. Murray PhD Patient Experiences with Acute Inpatient Hospital Care in British Columbia, 2011/12 Michael A. Murray PhD Dec 7, 2012 Table of Contents TABLE OF CONTENTS... 2 TABLE OF FIGURES... 4 ACKNOWLEDGEMENTS...

More information

Mental Health Acute Inpatient Service Users Survey Questionnaire

Mental Health Acute Inpatient Service Users Survey Questionnaire Mental Health Acute Inpatient Service Users Survey Questionnaire What is the survey about? This survey is about your recent stay in hospital for your mental health. Who should complete the questionnaire?

More information

Paediatric Outpatient Survey 2011

Paediatric Outpatient Survey 2011 Paediatric Outpatient Survey 2011 States of Jersey Health & Social Services August 2011 Final Report www.pickereurope.org https://www.picker-results.org Copyright 2011 Picker Institute Europe. All rights

More information

Patient Experiences with Acute Inpatient Hospital Care in British Columbia

Patient Experiences with Acute Inpatient Hospital Care in British Columbia Patient Experiences with Acute Inpatient Hospital Care in British Columbia Michael A. Murray PhD December 2009 Contents Acknowledgements......................................................................

More information

Understanding Emergency Care in NHSScotland

Understanding Emergency Care in NHSScotland Understanding Emergency Care in NHSScotland Patient pathways through the Emergency Department Year ending September 2015 Publication date 12 January 2016 An Official Statistics Publication for Scotland

More information

UNIVERSITY MEDICAL CENTRE PATIENT PARTICIPATION GROUP ANNUAL REPORT & ACTION PLAN 2012-13

UNIVERSITY MEDICAL CENTRE PATIENT PARTICIPATION GROUP ANNUAL REPORT & ACTION PLAN 2012-13 UNIVERSITY MEDICAL CENTRE PATIENT PARTICIPATION GROUP ANNUAL REPORT & ACTION PLAN 2012-13 Introduction & Recruitment of the Patient Participation Group Review on how and why the Patient group was established:

More information

About the Trust. What you can expect: Single sex accommodation

About the Trust. What you can expect: Single sex accommodation About the Trust The Royal Berkshire NHS Foundation Trust is one of the largest general hospital trusts in the country. We provide acute medical and surgical services to Reading, Wokingham and West Berkshire

More information

East of England Ambulance Service NHS Trust. Patient Transport Service Patient Experience Report: Hinchingbrooke Health Care NHS Trust

East of England Ambulance Service NHS Trust. Patient Transport Service Patient Experience Report: Hinchingbrooke Health Care NHS Trust East of England Ambulance Service NHS Trust Patient Transport Service Patient Experience Report: Hinchingbrooke Health Care NHS Trust Author: Laura Mann, Patient Experience Analyst Data Period: 23 rd to

More information

Outpatient Survey 2011

Outpatient Survey 2011 THE ROYAL BOURNEMOUTH AND CHRISTCHURCH HOSPITALS NHS FOUNDATION TRUST FINAL REPORT NOVEMBER 0 Copyright 0 Picker Institute Europe. All rights reserved. Trust ID: RDZ UKOUT0/09 Contacting Picker Institute

More information

Emergency Room (ER) Visits: A Family Caregiver s Guide

Emergency Room (ER) Visits: A Family Caregiver s Guide Family Caregiver Guide Emergency Room (ER) Visits: A Family Caregiver s Guide Your family member may someday have a medical emergency and need to go to a hospital Emergency Room (ER), which is also called

More information

EXPERIENCES & UNDERSTANDING OF 999 111 SERVICES OF PEOPLE 65 AND OVER

EXPERIENCES & UNDERSTANDING OF 999 111 SERVICES OF PEOPLE 65 AND OVER EXPERIENCES & UNDERSTANDING OF 999 111 SERVICES OF PEOPLE 65 AND OVER Dr Jialin Hardwick 1, Nadya Essam 2, Dr Karen Windle 1, Fiona Togher 1, Professor Niroshan Siriwardena 1, Viet-Hai Phung 1 Valerie

More information

Improving Emergency Care in England

Improving Emergency Care in England Improving Emergency Care in England REPORT BY THE COMPTROLLER AND AUDITOR GENERAL HC 1075 Session 2003-2004: 13 October 2004 LONDON: The Stationery Office 11.25 Ordered by the House of Commons to be printed

More information

Aims: To update the Trust Board on real time patient satisfaction feedback

Aims: To update the Trust Board on real time patient satisfaction feedback TRUST BOARD Date of Meeting: Agenda Item No: 8.1 Enclosure: 7 14/02/2012 Intended Outcome: For noting For information For decision Title of Report: Real Time Patient Satisfaction Aims: To update the Trust

More information

Commitment to Customer Care Providing a high quality patient experience

Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Providing a high quality patient experience Commitment to Customer Care Our promise: At Sheffield Teaching Hospitals, all receptions will The Commitment to Customer Care Guide

More information

Living with dying Patients and carers experiences of living with lung cancer. Dr Donna Fitzsimons, Lesley Rutherford & Jill McAuley

Living with dying Patients and carers experiences of living with lung cancer. Dr Donna Fitzsimons, Lesley Rutherford & Jill McAuley Living with dying Patients and carers experiences of living with lung cancer Dr Donna Fitzsimons, Lesley Rutherford & Jill McAuley Study Aims To explore the experiences of patients living with lung cancer.

More information

Welcome to the acute medical unit. A patient guide

Welcome to the acute medical unit. A patient guide Welcome to the acute medical unit A patient guide Contact us AMU 1 (green) 023 8120 6496 AMU 2 (purple) 023 8120 5127 AMU 3 (pink) 023 8120 8609 Please note, confidential information cannot be communicated

More information

Patient Experience Report June 2011

Patient Experience Report June 2011 Patient Experience Report June 2011 Section Page number 1. Patient Experience 2 a) Cumulative Complaints & PALS 2 b) Complaints response times 2 c) Complaints by category 3 d) Litigation 3 e) Inpatient

More information

Patient survey report 2008. Category C Ambulance Service User Survey 2008 North East Ambulance Service NHS Trust

Patient survey report 2008. Category C Ambulance Service User Survey 2008 North East Ambulance Service NHS Trust Patient survey report 2008 Category C Ambulance Service User Survey 2008 The national Category C Ambulance Service User Survey 2008 was designed, developed and co-ordinated by the Acute Surveys Co-ordination

More information

Patient Guide. A Winnipeg Health Region Hospital

Patient Guide. A Winnipeg Health Region Hospital Emergency Department Patient Guide Information FOR PATIENTS & Their FAMILIES in SEVEN OAKS GENERAL HOSPITAL s EMERGENCY DEPARTMENT A Winnipeg Health Region Hospital If You Have a Concern about Your Care,

More information

A GUIDE TO ADVANCE CARE PLANNING

A GUIDE TO ADVANCE CARE PLANNING A GUIDE TO ADVANCE CARE PLANNING Advance Care Planning is a process that ensures your family and treating healthcare team understand what is important to you and how you want to be treated if you become

More information

PLAN DO STUDY ACT. Survey Report / Action Plan to be discussed and noted during meeting

PLAN DO STUDY ACT. Survey Report / Action Plan to be discussed and noted during meeting PATIENT SURVEY ACTION PLAN Practice: The Phoenix Practice 2013/14 Patient Survey Objective: 1. Welcome back the Patient Participation Group / New Members 2 Patient Survey Questionnaire 3 Patients' priorities

More information

Admission to Inpatient Rehabilitation (Rehab) Services

Admission to Inpatient Rehabilitation (Rehab) Services Family Caregiver Guide Admission to Inpatient Rehabilitation (Rehab) Services What Is Rehab? Your family member may have been referred to rehab after being in a hospital due to acute (current) illness,

More information

Patient Experience. The Cleveland Clinic Journey. American Medical Group Association Orlando, Florida March 14, 2013

Patient Experience. The Cleveland Clinic Journey. American Medical Group Association Orlando, Florida March 14, 2013 Patient Experience The Cleveland Clinic Journey American Medical Group Association Orlando, Florida March 14, 2013 James Merlino, MD Chief Experience Officer Overview How did Cleveland Clinic change their

More information

THE SPA MEDICAL PRACTICE 2012/2013 PATIENT SURVEY REPORT

THE SPA MEDICAL PRACTICE 2012/2013 PATIENT SURVEY REPORT THE SPA MEDICAL PRACTICE 2012/2013 PATIENT SURVEY REPORT Report prepared by Lynnette Taplin, Operations Manager On behalf of The Spa Medical Practice March 2012 INTRODUCTION The purpose of this report

More information

Planning for Inpatient Rehabilitation (Rehab) Services

Planning for Inpatient Rehabilitation (Rehab) Services Family Caregiver Guide Planning for Inpatient Rehabilitation (Rehab) Services What Is Rehab? Many patients say that the transition (move) from a hospital or other care setting to rehab can be very confusing.

More information

Young homeless people on healthcare. The views of the National Youth Reference Group

Young homeless people on healthcare. The views of the National Youth Reference Group Young homeless people on healthcare The views of the National Youth Reference Group Introduction The Queen s Nursing Institute s Homeless Health Project visited the St Basil s Charity in Birmingham in

More information

How Are We Doing? A Nursing Home Self Assessment Survey on Patient Transitions and Family Caregivers

How Are We Doing? A Nursing Home Self Assessment Survey on Patient Transitions and Family Caregivers How Are We Doing? A Nursing Home Self Assessment Survey on Patient Transitions and Family Caregivers Well-planned and managed transitions are essential for high quality care and patient safety. Transitions

More information

Seven steps to patient safety The full reference guide. Second print August 2004

Seven steps to patient safety The full reference guide. Second print August 2004 Seven steps to patient safety The full reference guide Second print August 2004 National Patient Safety Agency Seven steps to patient safety 113 Appendix Four F Examples of events according to severity

More information

BMI Werndale Hospital Quality Accounts April 2013 to March 2014

BMI Werndale Hospital Quality Accounts April 2013 to March 2014 BMI Werndale Hospital Quality Accounts April 2013 to March 2014 Chief Executive s Statement Welcome to our Quality Accounts 2014, the fifth year we have published this data. The information presented here

More information

A secondary analysis of primary care survey data to explore differences in response by ethnicity.

A secondary analysis of primary care survey data to explore differences in response by ethnicity. A secondary analysis of primary care survey data to explore differences in response by ethnicity. A report commissioned by the National Association for Patient Participation Autumn 2006 1.1 Introduction

More information

Patient Experience Report August 2011

Patient Experience Report August 2011 Patient Experience Report August 2011 Section Page number 1. Patient Experience 2 a) Cumulative Complaints & PALS 2 b) Complaints response times 2 c) Complaints by category 3 d) Litigation 3 e) Inpatient

More information

QDM Emergency Department Patient Experience Survey (Adult Version)

QDM Emergency Department Patient Experience Survey (Adult Version) QDM Emergency Department Patient Experience Survey (Adult Version) Introduction1 Hi, my name is [InterviewerFirstName] [InterviewerLastName], and I'm calling on behalf of Massachusetts General Hospital

More information

Nurse Led Open Clinic for Minor Ailments. Kathryn Corner Practice Manager and Oonagh Potts Nurse Practitioner. The Crescent Surgery

Nurse Led Open Clinic for Minor Ailments. Kathryn Corner Practice Manager and Oonagh Potts Nurse Practitioner. The Crescent Surgery Nurse Led Open Clinic for Minor Ailments Kathryn Corner Practice Manager and Oonagh Potts Nurse Practitioner The Crescent Surgery Background In response to our Patient Satisfaction Survey in 2013-14 the

More information

Health and Care Experience Survey 2013/14 Results for Arran Medical Group- Arran

Health and Care Experience Survey 2013/14 Results for Arran Medical Group- Arran Results for Arran Medical Group The Medical Centre Lamlash Isle of Arran KA27 8NS This report gives a summary of the results of the for. The survey was sent to 329 people registered with the practice.

More information

BASIC MEDICAL RECORD DEPARTMENT PROCEDURES

BASIC MEDICAL RECORD DEPARTMENT PROCEDURES BASIC MEDICAL RECORD DEPARTMENT PROCEDURES 1 Four essential Medical Record Department procedures: 1. Admission procedure and the master patient index (MPI). 2. Discharge procedure. 3. Disease classification

More information

Patient Satisfaction in Primary Health Care. Dr Andrew Agius MD MSc (Family Medicine) MMCFD

Patient Satisfaction in Primary Health Care. Dr Andrew Agius MD MSc (Family Medicine) MMCFD Patient Satisfaction in Primary Health Care Dr Andrew Agius MD MSc (Family Medicine) MMCFD Are our patients satisfied? Yesterday I needed treatment because I couldn t swallow with a bad sore throat and

More information

HEALTH CHECK #6. Hospital to Home A pain for some

HEALTH CHECK #6. Hospital to Home A pain for some HEALTH CHECK #6 14.07.2015 Hospital to Home A pain for some The sixth Medibank Health Check is an independent survey of 1,510 Australians concerning their views on the experience of leaving hospital and

More information

Trying to get back: The challenges faced by Registered Nurses returning to work. by: Laurie Clune RN, PhD(c)

Trying to get back: The challenges faced by Registered Nurses returning to work. by: Laurie Clune RN, PhD(c) Trying to get back: The challenges faced by Registered Nurses returning to work by: Laurie Clune RN, PhD(c) Why a study about the Regulated Nurse? Nursing is a high risk profession for injuries Lifting

More information

Patient Transport Booking

Patient Transport Booking Patient Transport Booking UCLH policy Version 6 Version Date September 2013 Version Approved By Executive Board Policy Approval Sub Group Publication Date October 2013 Author Ridha Gabsi, Transport & Contact

More information

Scottish Inpatient Patient Experience Survey 2014 Volume 1: National Results

Scottish Inpatient Patient Experience Survey 2014 Volume 1: National Results Scottish Inpatient Patient Experience Survey 2014 Volume 1: National Results A National Statistics Publication for Scotland published by the Scottish Government Scottish Care Experience Survey Programme.

More information

NATIONAL ACCIDENT & EMERGENCY DEPARTMENT SURVEY 2014 ANALYSIS OF THE CARE QUALITY COMMISSION S BENCHMARK REPORT AND LOCAL ACTION PLAN

NATIONAL ACCIDENT & EMERGENCY DEPARTMENT SURVEY 2014 ANALYSIS OF THE CARE QUALITY COMMISSION S BENCHMARK REPORT AND LOCAL ACTION PLAN Abc NATIONAL ACCIDENT & EMERGENCY DEPARTMENT SURVEY 2014 ANALYSIS OF THE CARE QUALITY COMMISSION S BENCHMARK REPORT AND LOCAL ACTION PLAN PURPOSE: To provide the Board with an analysis of the Care Quality

More information

Ulnar Nerve Decompression/Transposition

Ulnar Nerve Decompression/Transposition Department of Neurosurgery Ulnar Nerve Decompression/Transposition What happens when you are in hospital page 2 Ulnar Nerve Decompression/Transposition This leaflet explains what to expect when you are

More information

Hockwell Ring Medical Practice Results, Recommendations and Response

Hockwell Ring Medical Practice Results, Recommendations and Response Results, Recommendations and Response 30 The Green, Luton Throughout the months of September to December 2013 Healthwatch Luton conducted a review of GP Services. Listed below are the patient survey results,

More information

Having a general anaesthetic for your day or short stay surgery

Having a general anaesthetic for your day or short stay surgery Having a general anaesthetic for your day or short stay surgery This leaflet is for patients having an operation or procedure under a general anaesthetic. It explains what it is, what to expect while in

More information

Development of a Carer package for safe administration of subcutaneous medications across the Grampians Region

Development of a Carer package for safe administration of subcutaneous medications across the Grampians Region Development of a Carer package for safe administration of subcutaneous medications across the Grampians Region Background: The anticipatory prescribing of injectable medications such as opiates and benzodiazepines

More information

Healthcare 2014: Driving efficiency through technology. Part two: Chronic Disease Management and Preventative Health

Healthcare 2014: Driving efficiency through technology. Part two: Chronic Disease Management and Preventative Health Healthcare 2014: Driving efficiency through technology Alex Holderness for Australian Healthcare Week 2014 Technology is sitting right at the heart of the healthcare efficiency drive and it s easy to see

More information

Emergency Volunteer. by counselors and other people I talked to that I would be required to do Service

Emergency Volunteer. by counselors and other people I talked to that I would be required to do Service Matt Szpara December 9, 2004 Gottlieb Memorial Hospital Emergency Volunteer When first going into the Scholars Program at Triton College, I was told by counselors and other people I talked to that I would

More information

Cardiac Catheter Lab Information for patients having a Coronary Angiogram

Cardiac Catheter Lab Information for patients having a Coronary Angiogram Cardiac Catheter Lab Information for patients having a Coronary Angiogram Page 1 of 5 What is a Coronary Angiogram? This is a test that uses dye and special x-rays to show the inside of your coronary arteries.

More information

NHS Staff Management and Health Service Quality Results from the NHS Staff Survey and Related Data

NHS Staff Management and Health Service Quality Results from the NHS Staff Survey and Related Data 1 NHS Staff Management and Health Service Quality Results from the NHS Staff Survey and Related Data Michael West 1, Jeremy Dawson 2, Lul Admasachew 2 and Anna Topakas 2 1 Lancaster University Management

More information

Patient Experience. Month Reported November 2010

Patient Experience. Month Reported November 2010 Patient Experience Report Month Reported November Section Section Section Section 4 Section 5 Section 6 Section 7 Patient Experience Deaths Incidents Pressure Sores Drug Errors Litigation Infection Control

More information

Intensive Rehabilitation Service & Community Treatment Team

Intensive Rehabilitation Service & Community Treatment Team Intensive Rehabilitation Service & Community Treatment Team Caroline O Donnell Integrated Care Director North East London Foundation Trust Carol White Deputy Integrated Care Director North East London

More information

Update March 2013. Over 350 Mystery Shopper Returns. Mystery Shopper Network Meeting

Update March 2013. Over 350 Mystery Shopper Returns. Mystery Shopper Network Meeting Update March 2013 Over 350 Mystery Shopper Returns A huge thank you to all Mystery Shoppers for your continued support by giving us your feedback. We recently received our 380 th questionnaire and we re

More information

The purpose of the report was to gather views from people using the Salford Intermediate Care services at the following locations:

The purpose of the report was to gather views from people using the Salford Intermediate Care services at the following locations: Healthwatch Salford Review of Patient Experience of Salford Intermediate Care Services Report Summary The purpose of the report was to gather views from people using the Salford Intermediate Care services

More information

Remote Monitoring in Torbay. User feedback on the Closercare Patient Monitoring Service

Remote Monitoring in Torbay. User feedback on the Closercare Patient Monitoring Service Remote Monitoring in Torbay User feedback on the Closercare Patient Monitoring Service July 2014 David Barrett Faculty of Health and Social Care University of Hull Title: Author(s): Quality Assured By:

More information

National Clinical Programmes

National Clinical Programmes National Clinical Programmes Section 3 Background information on the National Clinical Programmes Mission, Vision and Objectives July 2011 V0. 6_ 4 th July, 2011 1 National Clinical Programmes: Mission

More information

Concerns, Complaints and Compliments

Concerns, Complaints and Compliments Concerns, Complaints and Compliments Exceptional healthcare, personally delivered Welcome to North Bristol NHS Trust North Bristol NHS Trust is the largest hospital trust in the South West of England,

More information

SILLOTH GROUP MEDICAL PRACTICE PATIENT SURVEY/PPG REPORT 2014-15. http://www.sillothgroupmedicalpractice.nhs.uk

SILLOTH GROUP MEDICAL PRACTICE PATIENT SURVEY/PPG REPORT 2014-15. http://www.sillothgroupmedicalpractice.nhs.uk SILLOTH GROUP MEDICAL PRACTICE PATIENT SURVEY/PPG REPORT 2014-15 http://www.sillothgroupmedicalpractice.nhs.uk Please follow the link above to access the results of our patient survey for 2014-2015 We

More information

ICT in HSE Where are we now. Fran Thompson

ICT in HSE Where are we now. Fran Thompson ICT in HSE Where are we now Fran Thompson HSE Overview The HSE is responsible for managing and delivering health and personal social services in Ireland. Employs in excess of 108,000 staff - largest employer

More information

Questions often asked by patients and answers from the Randolph Surgery

Questions often asked by patients and answers from the Randolph Surgery Questions often asked by patients and answers from the Randolph Surgery 1. Why does the Randolph Surgery insist that everyone over 40 (or anyone who requires prescribed medication under 40) has a comprehensive

More information

Adapting the Fall Prevention Tool Kit (FPTK) for use in NHS Acute Hospital settings in England: Patient and Public Involvement evaluation

Adapting the Fall Prevention Tool Kit (FPTK) for use in NHS Acute Hospital settings in England: Patient and Public Involvement evaluation Adapting the Fall Prevention Tool Kit (FPTK) for use in NHS Acute Hospital settings in England: Patient and Public Involvement evaluation Authors: Dawn Dowding PhD RN Professor of Applied Health Research,

More information

Rachel Binks Nurse Consultant Digital & Acute Care Airedale NHS Foundation Trust

Rachel Binks Nurse Consultant Digital & Acute Care Airedale NHS Foundation Trust Rachel Binks Nurse Consultant Digital & Acute Care Airedale NHS Foundation Trust Telehealth, e health, digital health.. Telecare Telemonitoring Teleconsultation Tele care Tele monitoring Tele coaching

More information

Key findings from the national. Accident and Emergency patient survey

Key findings from the national. Accident and Emergency patient survey Key findings from the national Accident and Emergency patient survey 2014 Summary For many people who have a health crisis their local accident and emergency (A&E) department is one of the first places

More information

You and Your Health Service

You and Your Health Service You and Your Health Service What you can expect from your health service and what your health service can expect from you TABLE OF CONTENTS Glossary 2 Foreword 3 Background 5 What you can expect from

More information

Worcestershire Patient Transport Service (PTS)

Worcestershire Patient Transport Service (PTS) Worcestershire Patient Transport Service (PTS) Have your say 2014 Patient Transport Service (PTS) Background In Worcestershire we have a Non-Emergency Transport Service and an Urgent Unplanned Transport

More information

PATIENT TRANSFERS Principles for the safe transfer and handover of patients from acute medical units

PATIENT TRANSFERS Principles for the safe transfer and handover of patients from acute medical units June 2013 PATIENT TRANSFERS Principles for the safe transfer and handover of patients from acute medical units By Liz Lees Executive Summary: This document is written for Health Care Assistants (HCA) working

More information

Norfolk Dementia Care Pathway. Zena Aldridge; Lesley-Ann Knox; Hilda Hayo

Norfolk Dementia Care Pathway. Zena Aldridge; Lesley-Ann Knox; Hilda Hayo Norfolk Dementia Care Pathway Zena Aldridge; Lesley-Ann Knox; Hilda Hayo Need? Growing numbers of people with dementia. Majority live in their own homes. Family members providing care estimated to save

More information

Assessing Family Caregivers: A Guide for Health Care Providers

Assessing Family Caregivers: A Guide for Health Care Providers : A Guide for Health Care Providers As a health care professional, you assess patients all the time. But you generally do not assess a patient s family caregiver, except to identify that person as a resource

More information

Mental Health Assertive Patient Flow

Mental Health Assertive Patient Flow Mental Health NSW Department of Health 73 Miller Street NORTH SYDNEY 2060 Tel: (02) 9391 9000 Fax: (02) 9424 5994 www.health.nsw.gov.au This work is copyright. It may be reproduced in whole or in part

More information

How did health and social care for adults do last year?

How did health and social care for adults do last year? How did health and social care for adults do last year? Original document title: The state of health care and adult social care in England in 2011/12 easy to read What is in this paper? Page We are the

More information

THE TUDOR SURGERY PATIENT PARTICIPATION REPORT & SURVEY 2013/2014. The Tudor Surgery PRG Report 2013/14-1 -

THE TUDOR SURGERY PATIENT PARTICIPATION REPORT & SURVEY 2013/2014. The Tudor Surgery PRG Report 2013/14-1 - THE TUDOR SURGERY PATIENT PARTICIPATION REPORT & SURVEY 2013/2014 The Tudor Surgery PRG Report 2013/14-1 - CONTENTS Background 3 Areas of priority for 2013/14 4 2013/14 - Patient survey process 4 2013/14

More information

THE LEISTON SURGERY PATIENT SATISFACTION SURVEY 2008-2009

THE LEISTON SURGERY PATIENT SATISFACTION SURVEY 2008-2009 THE LEISTON SURGERY PATIENT SATISFACTION SURVEY 28-29 USING THE GENERAL PRACTICE ASSESSMENT QUESTIONNAIRE Distribution: GPs PCT Staff PPG Date March 29 Page 2 of 16 REPORT ON PATIENT SATISFACTION SURVEY

More information

PATIENT PARTICIPATION GROUP SURVEY 2013 PARK VIEW SURGERY

PATIENT PARTICIPATION GROUP SURVEY 2013 PARK VIEW SURGERY PATIENT PARTICIPATION GROUP SURVEY 2013 PARK VIEW SURGERY Since we started our PPG in 2011 the group has grown from 30 members to 69 members. The surgery still continues to advertise the PPG on the surgery

More information

Clinical Trials. Clinical trials the basics

Clinical Trials. Clinical trials the basics Clinical Trials Clinical Trials This brochure is for people making decisions about cancer treatment. You may be thinking about a clinical trial for you or your child but need to know more before you decide.

More information

Case study 1 - Eileen, 69: A disagreement with a hospital doctor led to the doctor refusing to continue treatment.

Case study 1 - Eileen, 69: A disagreement with a hospital doctor led to the doctor refusing to continue treatment. Case studies 1-7: Please note these are fictional case studies from the GMC s Patients help web section, to help patients understand about the process for complaining about a doctor. Case study 1 - Eileen,

More information

The Menzies-Nous Australian Health Survey 2012

The Menzies-Nous Australian Health Survey 2012 The Menzies-Nous Australian Health Survey 2012 Report 23 October 2012 Bold ideas Engaging people Influential, enduring solutions This page is intentionally blank. Nous Group n o usgro u p. c o m. a u i

More information

Hospice Care. To Make a No Obligation No Cost Referral Contact our Admissions office at: Phone: 541-512-5049 Fax: 888-611-8233

Hospice Care. To Make a No Obligation No Cost Referral Contact our Admissions office at: Phone: 541-512-5049 Fax: 888-611-8233 To Make a No Obligation No Cost Referral Contact our Admissions office at: Compliments of: Phone: 541-512-5049 Fax: 888-611-8233 Office Locations 29984 Ellensburg Ave. Gold Beach, OR 97444 541-247-7084

More information

Putnoe Medical Centre Patient Survey Report and Action Plan

Putnoe Medical Centre Patient Survey Report and Action Plan Putnoe Medical Centre Patient Survey Report and Action Plan 2013/2014 This report summarises the Results and Action Plan for this year s Patient Satisfaction Survey. Patient Representation Group The Patient

More information

2015 Maryland Nursing Facility Short Stay Resident Survey

2015 Maryland Nursing Facility Short Stay Resident Survey 2015 Maryland Nursing Facility Short Stay Resident Survey Maryland Health Care Commission 4160 Patterson Avenue Baltimore, MD 21215 Market Decisions, LLC 75 Washington Avenue, Suite 206 Portland, ME 04101

More information

Interim report on NHS and Adult Social Care Complaints Procedures in Manchester

Interim report on NHS and Adult Social Care Complaints Procedures in Manchester Interim report on NHS and Adult Social Care Complaints Procedures in Manchester Introduction The Health & Wellbeing Overview & Scrutiny Committee of Manchester City Council asked the LINk to look at complaints

More information

MONEY FOLLOWS THE PERSON QUALITY OF LIFE SURVEY

MONEY FOLLOWS THE PERSON QUALITY OF LIFE SURVEY MONEY FOLLOWS THE PERSON QUALITY OF LIFE SURVEY The Money Follows the Person Quality of Life Survey (QoL) was designed to measure quality of life in seven domains: living situation, choice and control,

More information

Delivering Appropriate Emergency Care Services - Protocol Development and Design

Delivering Appropriate Emergency Care Services - Protocol Development and Design Delivering Appropriate Emergency Care Services - Protocol Development and Design Sherrill Evans, Karen Evans, Peter Huxley, Helen Snooks, Ian Russell et al Mental Health Research Team, College of Human

More information

CAHPS Clinician & Group Survey

CAHPS Clinician & Group Survey CAHPS Clinician & Group Survey Version: Adult Primary Care Questionnaire.0 Language: English Response Scale: points te regarding the -to- response scale: This questionnaire employs a fourpoint response

More information

Birmingham GP SURVEY REPORT. Griffins Brook Medical Centre 119 Griffins Brook Lane, Birmingham B30 1QN

Birmingham GP SURVEY REPORT. Griffins Brook Medical Centre 119 Griffins Brook Lane, Birmingham B30 1QN Birmingham GP SURVEY REPORT Griffins Brook Medical Centre 119 Griffins Brook Lane, Birmingham B30 1QN Contents 1 2 3 4 5 6 7 Foreward & Background The Process Griffins Brook Medical Centre Patients Survey

More information

NHS Complaints Advocacy

NHS Complaints Advocacy NHS Complaints Advocacy Raising Concerns or Complaints About the NHS Advocacy in Surrey is provided by Surrey Disabled People s Partnership (SDPP) In partnership with SDPP is a registered Charity: 1156963

More information

Write the words from the box into the gaps and then find them in the article to check your answers.

Write the words from the box into the gaps and then find them in the article to check your answers. 1 Brainstorming What kinds of things might a teenager get an award for? 2 What does it mean? Write the words from the box into the gaps and then find them in the article to check your answers. first aid

More information

Patient Advocate Checklist For:

Patient Advocate Checklist For: Today s Date Patient Advocate Checklist For: Name of Patient An advocate is not a Health Care Proxy and can not make decisions for the patient. The advocate should know who the Health Care Proxy is and

More information

Caring for depression

Caring for depression Caring for depression Aetna Health Connections SM Disease Management Program Get information. Get help. Get better. 21.05.300.1 B (6/08) Get back to being you How this guide can help you Having an ongoing

More information

Big Chat 4. Strategy into action. NHS Southport and Formby CCG

Big Chat 4. Strategy into action. NHS Southport and Formby CCG Big Chat 4 Strategy into action NHS Southport and Formby CCG Royal Clifton Hotel, Southport, 19 November 2014 Contents What is the Big Chat? 3 About Big Chat 4 4 How the event worked 4 Presentations 5

More information

15. What is the best thing about your GP surgery?

15. What is the best thing about your GP surgery? 15. What is the best thing about your GP surgery? - Friendly and local, it's history (via various changes) goes back over a century! - Really helpful - Quick appointments, friendly receptionists - Availability

More information

Patient Satisfaction Survey May 2014. Nurses, Healthcare assistant and Phlebotomist

Patient Satisfaction Survey May 2014. Nurses, Healthcare assistant and Phlebotomist Patient Satisfaction Survey May Nurses, Healthcare assistant and Phlebotomist N: Hannah Holland / Patient Satisfaction Survey - / Patient Satisfaction Survey May Nurses . In the past, how many times have

More information

East Street Surgery, South Molton. Patient Satisfaction Survey Results 2014

East Street Surgery, South Molton. Patient Satisfaction Survey Results 2014 East Street Surgery, South Molton Patient Satisfaction Survey Results 2014 This year following advice from the Patient Reference Group, the practice undertook the survey online but due to lack of uptake

More information

Are you buying private medical insurance? Take a look at this guide before you decide 2008

Are you buying private medical insurance? Take a look at this guide before you decide 2008 Are you buying private medical insurance? Take a look at this guide before you decide 2008 2 Private medical insurance Private medical insurance 3 Contents 1 About this guide 4 2 What is private medical

More information

Your admission for day surgery

Your admission for day surgery Royal Berkshire NHS Foundation Trust London Road Reading Berkshire RG1 5AN 0118 322 5111 (switchboard) West Berkshire Community Hospital London Road, Benham Hill Thatcham Berkshire RG18 3AS 01635 273300

More information

Healthwatch Cambridgeshire

Healthwatch Cambridgeshire My Own Mind Healthwatch Cambridgeshire Our role is to make sure local people have a say when important decisions are made about their health and social care services. We find out about people s experiences

More information

Local Patient Participation Report North End and Steeple Claydon Surgeries, Buckingham

Local Patient Participation Report North End and Steeple Claydon Surgeries, Buckingham Local Patient Participation Report North End and Steeple Claydon Surgeries, Buckingham Table of Contents Introduction... 1 Patient Reference Group... 1 Agreeing areas of priority... 2 Collating patients

More information

A step by step introduction to setting up and running a successful nurse-led clinic in practice

A step by step introduction to setting up and running a successful nurse-led clinic in practice A step by step introduction to setting up and running a successful nurse-led clinic in practice Alison Pottle Nurse Consultant in Cardiology Royal Brompton and Harefield NHS Foundation Trust Harefield

More information

Standard Reporting Template

Standard Reporting Template Standard Reporting Template Bristol, North Somerset, Somerset and South Gloucestershire Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Practice Name: Westbury On Trym Primary

More information