Patient Satisfaction Evaluation Nurse Specialist Team

Transcription

1 Patient Satisfaction Evaluation Nurse Specialist Team October 2011 Kay Greene, Nurse Specialist Team Manager Sarah Riches, Nursing Director Carol Rodgers, Quality and Audit Manager SGH / 212 / 2011 Final v2 21 st December 2011 Page 1 of 13

2 Index Sheet Page Number Background 3 Aim and Objective 3 Standard 3 Benchmarking 3 Method 3 Results 5 Summary 9 Recommendations 9 Action Plan 10 Appendix 1 Questionnaire 11 Page 2 of 13

3 Background The only way to ensure that our service is meeting the needs of patients and their families / carers is to ask them. To this end an evaluation was undertaken to elicit feedback and comments to ensure our service is fit for purpose. St Giles Hospice is monitored by The Care Quality Commission who require that we are actively listening to and involving people who use services, or others acting on their behalf, in decision making. Aim and Objective To evaluate whether or not the Nurse Specialist Team are meeting the needs of their patients To continually improve the service offered by seeking the views of their patients To share the learning from the audit with members of the Nurse Specialist Team, colleagues within the Hospice and outside agencies To celebrate the results of the audit with patients and their relatives Standard Essential standards of quality and safety March Regulation 17, Outcome 1 - Respecting and involving people who use services Benchmarking St Giles is part of West Midlands Nurse Managers forum a group of 12 hospices. The group is keen to benchmark services and share learning to improved patient and carer experience. The team were given permission by Douglas Macmillian Hospice, Stoke on Trent to use a questionnaire developed by their Chief Executive. Method The case load for the Nurse Specialist Team was extracted on 6 th (15 nurses) and 13 th (3 nurses) October 2011 Each nurse was asked to examine their list and identify those patients who they felt were inappropriate to receive a questionnaire. Page 3 of 13

4 The lists were then passed to Carol Rodgers who randomised the selection of patients. There were a total of 425 patients on the total caseload. 89 were deemed inappropriate leaving patients were selected equating to 35% of the caseload. Questionnaire, letter and freepost envelope were posted to the selected patients on 14 th and 21 st October (The Nurse Specialist Team and Hospice@Home Team both undertook patient / carer evaluation at the same time care was taken to ensure that no patient who was supported by both services received 2 questionnaires) Page 4 of 13

5 Results 117 questionnaires were posted to patients - 55 were returned giving a response rate of 47% Page 5 of 13

6 Did we treat you as an individual and fully respect your privacy & dignity? 100% of respondents answered All of the time Page 6 of 13

7 Page 7 of 13

8 If yes please explain: I was not able to reach nurse on many occasions when phoning up Please add any other comments you wish: The support my family and I have received from the hospice is exceptional. I have found it very reassuring and feel very lucky to live in an area which has such a great support team. Regarding question 3 help was very poor regarding pain relief for my son I have only recently been referred to St Giles, but I have been very grateful for the support, help and information offered by VF, especially with regard to medication and pain management. Thank you all very, very much. We, the cancer sufferers, could not do without great people like yourselves. God bless you all and thank you once again I have only had help from care workers. Helpful knowing there is someone who can help at the end of the phone The MacMillan nurse is always available to talk to or to visit me at home. My cancer is progressive, but I do not yet need to come to the hospice. Pain control is just about OK but I have been told what to take next if it gets worse. I feel better knowing I can get help or advice quickly. (Form completed by Clinical Manager) Would like to mention JS who has been a great help both to Xxx and staff. Absolutely no negatives, just given reassurance and comfort that such excellent support is available to us. Lovely people to talk to in times of such stress. Very grateful for all your help St Giles Nurses have been a godsend to us, we cannot thank them enough I think all advice I was given was very good Page 8 of 13

9 Without the care and attention, kindness and understanding from all the nurses who have seen or spoken to me I do not think I would be here today. I was in such a poor state of mind and physical condition they have been stars in every way Thank you very much Summary Overall the feedback received was highly positive and grateful for service input by the nurse specialist team. Particularly gratifying was the response to the question Was there anything we didn t do that you think we should have done for you 98% of respondents indicated no. There were two comments received expressing dissatisfaction with the service: The first related to level of pain control for a relative. Unfortunately the exact details had not previously been brought to the attention of the service manager either as a concern or a complaint and therefore it is not possible to provide a constructive and balanced response to this single comment. The second commented on inability to reach a nurse on many occasions when phoning. All telephone calls are initially answered by the Community Admin Team who will either re-direct the call immediately to the CNS, offer access to duty nurse (if available) or alternatively take a message. If the message is urgent the CNS will be contacted on her mobile phone or details entered into the message book. During the month of October 2011 the admin team dealt with 2,143 calls which averages at 107 per day. The Admin team do not have any recollection of anyone commenting that they had been unable to get through. Recommendations 1. Circulate and discuss patient satisfaction survey findings with CNS team, members of senior management team and clinical governance trustees. 2. Publish the report on the Hospice Website to celebrate outcome with patients and carers and also enable sharing with other End of Life Care Leads. 3. Continue to evaluate service experience via satisfaction survey annually. Page 9 of 13

10 Action Plan This improvement plan should be drawn up when all the recommendations have been agreed. It is intended to show what will be done and when, and who will be responsible for ensuring that the actions are carried out. It should also include a review date by which time all actions should have been completed and a re-audit date agreed. Area Requiring Improvement Actions Required By Whom By When Celebrate outcome of survey Circulate and discuss patient satisfaction survey findings with CNS team. Publish the report on the Hospice Website to celebrate outcome with patients and carers and also enable sharing with other End of Life Care Leads. Circulate report to members of Senior Management Team and Clinical Governance trustees Kay Greene December 2011 Carol Rodgers December 2011 Re-audit or Review Date Project Lead Department Re-audit October 2012 To be appointed Nurse Specialist Team Page 10 of 13

11 Appendix 1 September 2011 Dear Patient, It is important to us that we make every effort to ensure our services really do meet your needs, and in order to do this it is important we ask you about the care you have received from us. St Giles Hospice is monitored by the Care Quality Commission and we will use your responses to show that we are doing our best to understand what you need from us and your ideas to improve our service. We have randomly selected patients receiving care from St Giles Hospice Community Team to receive a questionnaire. The questionnaire is to gain the views of patients. It would be perfectly acceptable for someone to help you complete the form. Please be open with your responses, as it will give us vital information about your experience of us and to help us plan for the future. Your answers to the questionnaire, or your decision to not complete it, will not affect your care or treatment in any way. Should you wish to take part please use the enclosed freepost envelope to return your response. The completed questionnaire will be collated by Carol Rodgers who is the Quality and Audit Manager at St Giles and will not be seen by the staff involved in your care. If you want to know more about this questionnaire please contact Carol Rodgers, Quality Manager on ext 580. Thank you in anticipation of your contribution in helping us offer the best possible care for all patients. Yours sincerely Sarah Riches Nursing Director Enclosed: 1 questionnaire, 1 freepost envelope Page 11 of 13

12 Survey for Patients of the St Giles Nurse Specialist Team At St Giles Hospice we want to make sure that the services we provide meet your needs. Please fill in this short questionnaire about your experience of the service. You do not have to give your name. Please give honest responses as they will give us important information to help us plan for the future. A freepost envelope is included for your response. Thank you for your time. Please rate by ticking the appropriate box below: 1. What did you think of the quality of any written & verbal information which we gave you and did it satisfy your needs? Very Poor Poor Fair Good Excellent 2. Did you understand what we were aiming to achieve in the advice & support we gave you? Not at all Not often Most of the time All of the time 3. How effective were we in controlling any pain & other symptoms? Very Poor Poor Fair Good Excellent 4. How effective were we in helping you to cope with psychological / emotional distress? Very Poor Poor Fair Good Excellent 5. Did we involve you as fully as you wished in decisions regarding your care? Not applicable Not at all Not often Most of the time All of the time 6. Were we responsive to any requests you made regarding the advice & support we gave you? Not Not at Not Most of the All of the applicable all often time time Please turn over / Page 12 of 13

13 7. Did we treat you as an individual and fully respect your privacy & dignity? Not at all Not often Most of the time All of the time 8. Did we assist sufficiently with any other issues which you raised with us? Not Not at Not Most of the All of the applicable all often time time 9. Did we offer sufficient support to your family/carers? Not Not at Not applicable all often Most of the time All of the time 10. In overall terms how do you rate the advice & support that we gave you? Very Poor Poor Fair Good Excellent 11. Has the advice & support that we gave you resulted in any improvement in your physical health? It is much Slightly Slightly Much Similar worse worse better better 12. Has the advice & support we gave enabled you to feel any better? Not at all Not often Most of the time All of the time 13. Was there anything we didn t do that you think we should have done for you? Yes No If yes please explain or add any other comments you wish Thank you for completing this survey which we will use to try to improve our services. Please use the freepost envelope enclosed to return to us. Reproduced with kind permission of Douglas Macmillan Hospice, Stoke on Trent Page 13 of 13