Patient Satisfaction Survey Results 2011

Transcription

1 Patient Satisfaction Survey Results 2011 Summary Our 2011 Patient Satisfaction survey was sent to 40 patients with 11 responses received, a response rate of 28%. As last year, the overwhelming response was very positive. All the respondents felt they were listened to carefully, were treated with respect and dignity, were given enough time to discuss their condition and treatment and had trust and confidence in the Psychiatrist they saw. 7 respondents rated the care received as Excellent with the remaining 4 giving a Very Good rating. All the respondents were very happy with the administration of their experience with Private Psychiatry with calls answered immediately or within a few rings and the required help given. The key area for improvement highlighted by the survey was that Patients did not realise that they each have a Care Plan, or that they could request a copy of it from their Consultant.

2 Results Care and Treatment 18% of respondents have been patients for less than a year, 73% for less than 5 years. 82% had seen their Psychiatrist within the previous 3 months. Health Professionals 100% felt the Psychiatrist had definitely listened to them carefully. 100% definitely had trust and confidence in the psychiatrist they saw. 100% definitely felt treated with respect and dignity. 100% felt they had definitely had enough time to discuss their condition and treatment. 2 patients had had their appointment cancelled or changed 2 or 3 times, 3 patients had had their appointment cancelled or changed once. Medications 91% of patients (10 out of 11) had taken some medication for their mental health problems in the previous year. In response to the questions Do you have a say in the decisions about the medication you take? 7 said Yes definitely, 2 said Yes, to some extent the other one did not answer the question. The purpose of the medication was definitely explained to 100% of those who had been prescribed new medication. However, possible side effects were definitely explained to only 33% and explained to some extent to the other 67% Care Plans 9 respondents completed at least part of this section but NONE were aware that they could request to see a copy of their Care Plan. 6 respondents had not been given a copy of their Care Plan, 1 was not sure. Patients were then asked if they understood what was in their care plan. Again the majority said they did not have one. Do not have one 66% No 11% Not sure 11% Yes, to some extent 11% Yes, definitely 0%

3 Only the 3 respondents who believed they had a Care Plan went on to answer the next question, Were you involved in deciding what was in your Care Plan, 1 said Yes, to some extent the remaining 2 said No. In response to the question, Has your care plan been reviewed in the last 12 months? 1 said it had been reviewed once, 1 said no it had not been reviewed in the past 12 months and the other did not know. 2 out of the 2 respondents who answered the question Were you given a chance to express your views at the (care review) meeting? felt they definitely were. 1 responded to the next question Did you find the care review helpful? saying Yes, Definitely, the other said Yes, to some extent. Contacting Us Telephone response times were given as: After several rings 20% Immediately 80% 100% of respondents said yes, they definitely received the help they wanted. Only 1 respondent had tried to contact us outside of working hours and was dealt with within a few hours. 91% of respondents said the staff were Very Helpful the remainder said they were Fairly Helpful!. The overall response was found to be Excellent in 64% of cases, Very Good in 27% of cases and Good in 9%.

4 Family or Carer Involvement When questioned whether a family member of carer had been given enough information from us, the responses were: No information was needed 40% Yes, Definitely 30% No, but they got information from elsewhere 10% No, but they would like some 10% Yes, to some extent 10% When questioned whether a family member or carer had been given enough support from us, the responses were: Yes, Definitely 9% No support needed 55% Yes, to some extent 36%

5 Overall Responses to the question Overall how would you rate the care you have received in the last 12 months were that 64% said Excellent and 36% Very Good. In having enough say in decisions about care and treatment, 82% of respondents said they definitely did, with the other 18% saying they did to some extent. 82% of respondents felt their diagnoses had definitely been discussed with them, up from 78% last year, the other 18% felt it had to some extent. About You 20% of respondents were male, 80% female The age spread of respondents was: Ratings of current mental health were given as: Fair 27% Poor 9% Very Poor 0% Excellent 27% Good 37% Very Good 0%

6 Ethnic Group analysis of respondents where the information was given shows: American 14% Australian 14% British 72% Comments Anything that the respondent found particularly good? The kindness and support that I have been given during a very difficult year which has enabled me to cope. My consultant is very supportive, works collaboratively with me and is up to date on medications. The office staff is excellent. Dr Kamath has always been available when I have needed to see him. The London consultation room changes which was a great improvement. Sometimes the sessions seem quite short but contact has been available when needed. I am very satisfied with the excellent care I am receiving. Dr Winbow has always treated me with respect and listens to my worries and has helped me overcome my depression and anxiety on many occasions. All the people at PP are very helpful and understanding. * Improvements that could be made? No everything is excellent. I would like to see a copy of my care plan and more information about my generalized anxiety disorder for my partner.

7 Any other comments? I have been treated for depression for 20 years and Dr. Kamath is the best doctor I have had. I was in a very fragile state when I first saw Dr Kamath. He was very professional and caring throughout the early stages of my care. My sincere thanks. Dr Winbow and staff have been excellent and I would recommend Private Psychiatry to people who may need help and support. Improvements to Service as a result of this survey Each patient seen by one of our Consultants does have a Care Plan, however, there is some confusion over how this is communicated to the patient. In many cases, the plan is a letter to the Patient s GP, a family member or other carer, or in some cases to the Patient themselves. A copy of this letter is available to the patient where it is not initially directed to them. A request can be made to the appropriate Consultant for a copy of all plans to be sent to the Patient if this would not be detrimental to the Patient s well being. All this will be made clearer to the Patient, both through the initial appointment confirmation sent to them and by the Consultant. Oct 2011