Development of a patient satisfaction survey for Acute Medicine. Liz Lees Consultant Nurse & Clinical Dean Acute Medicine
|
|
- Florence Ellis
- 8 years ago
- Views:
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
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 informationAccident 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 informationPatient 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 informationPatient 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 informationMental 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 informationPaediatric 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 informationUNIVERSITY 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 informationUnderstanding 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 informationEXPERIENCES & 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 informationEmergency 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 informationOutpatient 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 informationAbout 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 informationEast 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 informationPatient 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 informationPatient 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 informationLiving 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 informationA 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 informationCommitment 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 informationAdmission 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 informationImproving 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 informationWelcome 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 informationPatient 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 informationBMI 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 informationHaving 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 informationYoung 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 informationPLAN 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 informationAims: 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 informationNurse 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 informationNATIONAL 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 informationClinical 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 informationUlnar 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 informationTHE 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 informationHealthcare 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 informationHEALTH 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 informationRemote 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 informationTrying 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 informationA 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 informationQDM 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 informationThe 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 informationHow To Write 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 informationStay Healthy By Not Smoking
Stay Healthy By Not Smoking Stay Healthy By Not Smoking ENGLISH ENGLISH This edition printed 2009 Published by Books of Hope LLC Sound element design and engineering copyright cc Books of Hope Visit our
More informationNational 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 informationPatient 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 informationBASIC 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 informationSeven 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 informationEmergency 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 informationScottish 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 informationCase 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 informationMONEY 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 informationIntensive 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 informationCardiac 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 information2015 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 informationKey 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 informationAdapting 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 informationYou 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 informationStories of depression
Stories of depression Does this sound like you? D E P A R T M E N T O F H E A L T H A N D H U M A N S E R V I C E S P U B L I C H E A L T H S E R V I C E N A T I O N A L I N S T I T U T E S O F H E A L
More informationPART I : NAVIGATING HEALTH CARE
PART I : NAVIGATING HEALTH CARE SECTION ONE Hospitals, Clinical Trials & Ambulance Service 1. Should my dad just sign all those hospital consent forms or actually question them? 2. What is a hospital Patient
More informationPatient 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 informationPatient 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 informationBig 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 informationPATIENT 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 informationCAHPS 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 informationHarrow Council. Overall rating for this service Good. Inspection report. Ratings. Overall summary. Is the service safe? Good
Harrow Council Harrow Council - Harrow Shared Lives Inspection report PO Box 7 Adults & Housing Services Civic Centre Harrow Middlesex HA1 2UH Tel: 020 8736 6070 Website: www.harrow.gov.uk Date of inspection
More informationYour 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 informationSILLOTH 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 informationRachel 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 informationHealth 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 informationMental 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 informationDevelopment 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 informationPhotocopy Masters. Learning for Life: Classroom Activities for HIV and AIDS Education
Education International Internationale de l Education Internacional de la Educación Education International - Education Development Center - World Health Organization Learning for Life: Photocopy Masters
More informationNHS 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 informationThe 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 informationAleena Tasneem et al /J. Pharm. Sci. & Res. Vol.2 (11), 2010,767-774
PATIENT SATISFACTION ; A COMPARATIVE STUDY AT TEACHING VERSUS DHQ LEVEL HOSPITAL IN LAHORE,PAKISTAN Aleena Tasneem 1, Sundas Shaukat 1, Fatima Amin 1 and. Khawaja Tahir Mahmood 2 1 Department of Pharmacy,
More informationConcerns, 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 informationDrs Beales, Crowley, Strachan & Navamani North Road Surgery, 77 North Road, Kew, Richmond, TW9 4HQ www.northroadsurgery.nhs.uk
24th March 2013 Drs Beales, Crowley, Strachan & Navamani North Road Surgery, 77 North Road, Kew, Richmond, TW9 4HQ www.northroadsurgery.nhs.uk Introduction North Road Surgery This report summarises the
More informationprepared in making referrals through Choose and Book, which doesn t create any additional work for me.
Health Management Limited has been appointed as the supplier to deliver Fit for Work (previously Health and Work Service) in England and Wales. The following is a personal account of a service user s journey.
More informationTHE 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 informationInterim 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 informationHospice 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 informationDelivering 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 informationSeeing ambulance services in a different light
factsheet June 2010 Seeing ambulance services in a different light More than a patient transport service Key points NHS ambulance services face some of the most demanding performance targets in the world.
More informationA story of bipolar disorder
A story of bipolar disorder (manic-depressive illness) Does this sound like you? D E P A R T M E N T O F H E A L T H A N D H U M A N S E R V I C E S P U B L I C H E A L T H S E R V I C E N A T I O N A
More informationRights and Entitlements
Rights and Entitlements How you should be treated if you are taken in by the police. Please keep this information and read it as soon as possible. It will help you to make choices while you are at the
More informationWe hear you - putting our customers at the heart of everything we do
We hear you - putting our customers at the heart of everything we do Virgin Media is the largest Virgin company in the world The second largest residential broadband provider in the UK The UK s largest
More informationWhy I want to be a Doctor
Why I want to be a Doctor On this slide you should consider the following Why you want to be a Doctor? Show the audience that you are serious about why you want to be a Doctor. Be sure you speak with enthusiasm.
More informationFirst, I would like to tell you a little bit about how and why I became a member of the Patient Family Advisory Council.
PFAC HEALTH SEMINAR 2014 Introduction: Good afternoon. My name is Kevin Dow and I am with the Braintree Rehabilitation Hospital. I am a former patient and am the newly appointed co-chair of our PFAC. My
More informationGet the Facts About. Disease
Get the Facts About TB TUBERCULOSIS Disease What s Inside: 3 PAGE Get the facts, then get the cure 4 PAGE 9 PAGE 12 PAGE Learn how TB is spread Treatment for TB disease Talking to family and friends about
More informationOne. Choosing the Care You Want: ADVANCE DIRECTIVES
One Choosing the Care You Want: ADVANCE DIRECTIVES At Carolinas HealthCare System, we believe your care should line up with your health goals at each stage of your life. In good health and in sickness,
More informationTeaching Communication Skills in Mental Health: Inter-professional Learning
1 2 Teaching Communication Skills in Mental Health: Inter-professional Learning Annie Cushing 1 Reader in Clinical Communication Skills Julie Attenborough 2 Senior Lecturer in Mental Health Nursing Authors:
More informationQuestions 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 informationPATIENT 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 informationNHS 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 informationNorthamptonshire County Council - Customer Service Centre, Customer Satisfaction Survey January 2013 to January 2015
Northamptonshire County Council - Customer Service Centre, Customer Satisfaction Survey January 2013 to January 2015 Satisfaction by Service Overall I was satisfied with the service I received from the
More informationPutnoe 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 informationApril 2015 Factsheet 4
Attendance Allowance April 2015 Factsheet 4 Attendance Allowance (AA) is a benefit for severely disabled people age 65 years or above, who need help to look after themselves. AA is a tax-free benefit administered
More informationAvoca South Dublin August 2007
Avoca South Dublin August 2007 Visited GP. - X-rays, Referral: MRI scan, Arthroscopy December knee injected with January - visit the consultant January April referrals to consultants April -Review beginning
More informationNORTON MEDICAL CENTRE PATIENT SURVEY OF NEW APPOINTMENT SYSTEM
NORTON MEDICAL CENTRE PATIENT SURVEY OF NEW APPOINTMENT SYSTEM SUMMARY Responses were from both male and female patients from across the age spectrum. NB: Not all patients responded to the demographic
More informationMODEL JURY SELECTION QUESTIONS
MODEL JURY SELECTION QUESTIONS Standard Jury Voir Dire Civil [] 1. In order to be qualified under New Jersey law to serve on a jury, a person must have certain qualifying characteristics. A juror must
More informationHockwell 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 informationA story of bipolar disorder
A story of bipolar disorder (manic-depressive illness) Does this sound like you? D E P A R T M E N T O F H E A L T H A N D H U M A N S E R V I C E S P U B L I C H E A L T H S E R V I C E N A T I O N A
More information