THE SURREY PARK CLINIC Patient Satisfaction Survey Results 2011/2012 1
A Patient Satisfaction Survey was conducted in the months between November 2011 and May 2012.During this period, patients visiting the clinic were asked to complete a questionnaire containing 16 questions in total. Overall, 200 questionnaires were distributed and completed by our patients. All of the questionnaires were completed anonymously. Aim The Surrey Park Clinic is continually striving to provide the highest standard of care for all of its patients. In order to achieve this, the clinic relies heavily on feedback from the patients themselves. It is not uncommon for patients to offer their opinions verbally during their visit. Any comments, whether positive and/or constructive, are discussed by all members of staff during the clinic s weekly meetings. This is an especially important procedure should the patient be critical of the treatment they have received. In such circumstances staff are encouraged to devise an action plan to resolve the issue and prevent it from happening in future. Fortunately It is extremely rare for the clinic to receive such criticism; whether verbally or formally via the Surrey Park Clinic s Complaint Procedure. Nevertheless, the clinic strives to collate an inclusive picture of it s patients experiences via annual Patient Satisfaction Surveys. The following report details the latest findings. Procedure 200 questionnaires were either distributed directly to visiting patients by the nursing staff or left in patient areas for completion at liberty. Previous experience had taught us to avoid encouraging patients to complete the questionnaires at home given the poor return rate. It was essential the questionnaires were completed indiscriminately (i.e. regardless of the 2
patient s purpose of visit or prior exposure to the clinic) to ensure an overarching representation could be obtained. The questions posed followed those of previously conducted surveys for the purpose of comparison. On completion, questionnaires were collected in a designated comments box, and finally examined by a member of staff. Results Patient Demographic Gender 97.5% of the patients surveyed were female. This corresponds closely to both the 2009 survey as well as a statistical examination of our patient database. This figure is not especially surprising given the clinic s reputation in the field of female health. The few male patients we do receive are for our work in endocrinology as well as the partners of patient s under the care of our specialist fertility clinic. Age Range 3
The majority of the patients surveyed were between the ages of 35 and 54; 32% of the 200 were 35-44, and 28% were 45-54. This again is comparable to the findings of the 2009 study in which the core participants were similarly of a peri/ post menopausal age; reflective of the clinic s specialism in hormone therapy. There is a marked difference in the number of mature patients whom were surveyed. A comparison with the 2009 study shows a greater percentage of patients over 81 years of age completing the former questionnaire. One would have to contrast the more recent cross section of 200 participants against the clinic database to determine whether fewer senior referrals are being received. Funding Funding 2% 39% 60% Insurance cover Self funding Other It is perhaps unsurprising that, though the majority of the 200 surveyed were covered by insurance, nearly 40% were funding their treatment themselves. The 2009 survey noted a shift in the patient profile from insurance to self funding; a change that can be rationally attributed to the current economic climate. It is likely the 2% whom settle their bills via other means either pay using a combination of insurance and self funding, or have another (usually a parent) settle on their behalf. For future purposes it may be advisable to request patients to specify their method when selecting other. 4
Influences in choice of Clinic As concluded in previous reports, it would appear the clinic website plays a key role in attracting new patients. The clinic has always benefited from the word of mouth of its existing patient base, which is still reflected to an extent in the results obtained from the 200. In recent years however, staff have noted a considerable amount of interest generated via the website as confirmed by the prospective patients when calling or emailing in. GP recommendations were only applicable to 14% of the patients surveyed. This is interesting to note given the fact that GP referrals have always been considered the clinic s primary source of patients. It is undeniable that the majority of our patients will have had a GP referral prior to their initial consultation; however, the existence of such documentation is not indicative of whether the GP referred on his own accord or whether the referral was requested by the patient themselves. When an influence was specified as other, patients reported having been recommended the clinic by another consultant, family members or concerns over the long waiting lists for colposcopy on the NHS. For future reference, it may be beneficial to remove the option of previous visit given 41% of participants selected this. The purpose of the question was to ascertain patients initial influences to the clinic. 5
An extremely positive result is the fact that, when calling into the clinic, 96% of those surveyed had their calls answered immediately. The 4% of patients whom did not get through first time commented on the promptness at which their voicemail messages were returned. 98% of the patients surveyed found the reception staff helpful in dealing with their enquiries (only 2% selected yes to some extent ) and 99% felt they were greeted courteously on arrival (again, only 1% selected yes, to some extent ). Patient A considerable number of the patients surveyed were in clinic for an appointment with the consultant. The majority of these patient visits would also have involved a brief check up with the nurse, blood tests and scans with a sonographer. Appointment Time It would seem appointment waiting times has vastly improved since the 2009 survey where 67% of patients reported being seen on time. This can be compared to 83% of the 2011/2012 cohort. 6
Appointment time 165 30 3 2 On time within 10 minutes within 15 minutes within 20 minutes Appointment time Only 3% of patients felt they were not kept informed of the delay; an issue highlighted in the 2009 study as requiring improvement. Furthermore 100% of patients felt they were given the privacy they needed during their consultation/ treatment. 94% felt their treatment was explained in ways they could comprehend; 5% required no explanation. 98% of patients felt they were given the time and attention they needed Patient Conclusions 100% of those asked were content with the waiting room facilities, a sentiment reflected in many of the feedback comments. What s more, 92% of patients would rate their overall experience as excellent ; with the remaining 8% rating as very good. This can be compared with a 45% excellence rate in 2007, and 80% in 2009. 100% of those who took part would definitely recommend the Surrey Park Clinic. 7
Patient Comments The following comments were written by patients on completion of the above questions. It is a pleasure to come here and I enjoy the experience every year. I would like to spend more time in your waiting room. Much better than hospital appointments! The nurse was lovely I cannot begin to thank you for all the attention and explanations given to my daughter. This initial trip has been worthwhile already and one of the best decisions I have ever made for my teenager. Thank you so much. Keep up the excellent work, I will not hesitate to recommend the Surrey Park Clinic The reception staff are always very pleasant and professional Sue Powell was excellent. Very assuring and did not rush. Great experience and by compliments to her I always like the atmosphere and the calm and relaxed way I am made to feel. Thank you I have felt right from the start that I had found the help I desperately needed. I knew something was wrong but got no real help from my GP. As soon as I spoke to Miss Whitcroft s secretary I felt much happier and hopeful. Since I have been seeing Miss Whitcroft I have felt I have got back to being myself- it has changed my life which was starting to look rather gloomy and feeling very old. I regularly tell my friends and acquaintances how good it is here and will continue to do so. Thank you from the bottom of my heart, and also from my husband and kids Would I recommend? Yes definitely (and have done so already! very comfortable and welcoming I didn t expect such friendly and helpful staff. I was initially scared and embarrassed but that faded very quickly. Thank you for all your help Wow!!! I can t put into words how my experience at the clinic has left me. I feel completely overwhelmed that at last somebody understands the symptoms I ve been experiencing, and best of all, there s a treatment! The clinic has given me hope today that my symptoms will improve. I will follow my treatment plan and hopefully will report more positive feedback. Thank you to you all How very nice everyone was. Very happy 8
All staff very friendly and professional- extremely impressed with this clinic. Thank you x Great caring staff The warmth of greeting, chatting to the consultant and the nurse I was made to feel reassured of any problems and that time is no object. You leave the clinic on the way to feeling better. Always a lovely relaxing time well spent. Thank you all!! From the beginning I felt that my physical and emotional concerns were extremely well responded to (Amy), the meet and greet was excellent (Cheryl) and the pre-medical care wonderful (Joan). The professional expertise, explanation and multi-disciplinary approach using diet and vaccine was first class (Miss Whitcroft) No improvements needed at all! Professional, friendly and efficient! Everyone from the reception to the consultants listen well and support accordingly. An extremely positive experience! Considering I was late they were brilliant! Perhaps a little more smiley at reception- polite and efficient but lacking warmth Regarding the Phones I had to leave 2 messages as line was busy Various lengths When contacting the pharmacy it is always difficult to get through by phone Tried on a few occasions and each time was in a holding queue, however, left a message on the answer phone and was rang back Regarding our Responses to Email Excellent response and timely feedback Regarding the Facilities 9
It would be nice to have some fresh fruit in the waiting room. Healthier options. Rather than biscuits Decaf English breakfast tea would be nice Very comfortable surroundings- extremely friendly staff and a relaxing atmosphere with classical music playing- brilliant! Wot!! No loyalty points scheme?!! Or B.O.G.O.F or 3 for 2?!! Bonus points for uncomfortable procedures?! Tidier waste bin liner! Wifi? Objectives for the forthcoming year Through a combination of both the results from the questionnaire and patient comments, the following have been selected as areas which could be improved. The Phones Using the surveys as a gauge, it would appear phone calls to the clinic are answered timely, and messages are responded to promptly. Several of the comments relating to the phones would suggest some patients feel they are left on hold for a considerable period of time. This is an area the clinic endeavours to rectify. Delays The results regarding waiting time for appointments are a vast improvement on previous years; however, it is important to ensure effective communication between clinical staff and patients in the event of a delay. Out of those surveyed, 19% were informed (78% stating it was not necessary). 10
Expansion of the Survey As noted above, there are areas which lend themselves to more detailed questioning, such as patient influences in clinic choice and their funding. It may be beneficial to press for patients responses to the website, focusing on: -The ease at which they navigated the site -Their comprehension of the information relating to symptoms etc. -Which search engines they used and whether they could recall what details they entered Such information would be valuable to the bettering of our site and its prominence on the web. The patient comments above have been taken on board and the clinic now offers a secure Wifi connection. We are also looking into the increasing the range of decaffeinated beverages offered. 11