Community GynaecologyUser Satisfaction Survey June 2012

Community Gynaecology

User SatisfactionSurvey

June 2012

Why do the user surveys?

Community Gynaecology Service

The service:

Is aimed at all women across Hull and the East Riding of Yorkshire. Women can refer

themselves into the service or they can be referred by other health professionals.

It offers: •Advice

•Treatment and support on gynaecological problems/issues

•Contraceptive advice

•Arrangement for female sterilisation

•Termination of pregnancy advice and arrangements

The Survey

Aims

The user survey aims to establish the views of our Community Gynaecology (CG) service from the users’ perspective. An action plan can then be created to develop the service, taking into account the views of our users.

Objectives The objectives of the survey were to ascertain timely user feedback regarding:  Basic demographic informationReason for attendanceWaiting times Experiences when attending the Partnerships’ CG clinicsExperience of the care receivedAreas of satisfaction/dissatisfaction

Methodology

Data collection was undertaken by use of a questionnaire that was given to service users attending the CG clinic at Conifer within Wilberforce Health Centre between 23 rd April 2012 and 1st June 2012.

Service users were asked to complete and post their questionnaires in a collection box.

Response Rate

Response rate:

Total responses received: 69

Total attendances: 221

Percentage responded: 31%

Responses

Age, Gender and EthnicityKey findings:

Gender: All those that responded, 97% (n= 67) were female. 3% (n= 2) did not answer the question.

Age: The highest response rate was received from those aged between 20 – 29 years old (33%, n= 23). The second highest response rate was received from those aged 40+ (28%, n= 19).Interestingly, last years results are almost identical with regard to age; being 20-29 years (36%), 30-39 years (25%) and 40+ years (28%).

Ethnicity: 78% (n= 54) of respondents stated that they were white British, 9% (n= 6) stated they were white; any other white background and 6% (n= 4) stated they were Asian or Asian British; any other Asian background.

Is this your first visit to a Community Gynaecology clinic?

Key findings:

59% (n= 41) of respondents stated this was not their first visit to a gynaecology clinic.

39% (n= 27) stated this was their first visit to a gynaecology clinic. This is new business in the last year. In 2011 28% of users stated they had not previously attended the clinic.

Type of visit/Day of attendance

Key findings:

100% (n= 69) of respondents indicated they attended for an appointment.

Wednesday appeared the most popular day with 55% (n= 38) surveys being completed.

Have you chosen to use a CG clinic rather than a GP surgery or pharmacy?

Key findings:

67% (n= 46) of respondents indicated they had chosen a CG clinic instead of a GP surgery or pharmacy.

Of that 67%, the main reasons indicated were:

•Specialist staff (27%) •Good atmosphere (15%)•Was referred (15%)•Confidential (14%)•Convenient place (11%)

‘Other’ accounted for 9% of responses. Reasons included:

•Tried GP before•Wanted a second opinion•Own GP not understanding•Wanted to see someone other than GP

How did you find out about the CG clinic?

Key findings:

The majority of respondents (67%, n= 46) found out about the CG clinic through their GP surgery or through friends and family.

6% (n= 4) found out about the CG clinic via the website.

1% (n= 1) found out about the CG clinic via the phonebook.

22% (n= 15) found out about the CG clinic through ‘other’ means.

Other means:

HRI pain clinic

Consultant secretary

Work

Community nurse

Conifer House suggestion

Social worker

Family planning clinic

Referred by GP

Came in for sexual health check

‘Other’ means…

Did anyone tell you to come here specifically?

Key findings:

35% (n= 24) were not told to come to the CG clinic specifically.

29% (n= 20) were told to come to the CG clinic by their GP surgery.

23% (n= 16) were told to come to the clinic by friends or family.

A further 13% (n= 9) stated other people/places had told them to come here specifically.

Other means:

HRI pain clinic

Consultant secretary

Community nurse

Referred

Family Planning clinic

Interpretor

‘Other’ means…

What are the reasons for your visit today?

Key findings:

38% (n= 31) of responses indicated they attended clinic to get a coil inserted or removed.

19% (n= 15) of responses indicated they attended the clinic for period problems.

A further 11% (n= 9) of responses indicated they attended regarding premenstrual syndrome.

7% (n= 6) indicated contraception issues/problems.

7% (n= 6) indicated pain as the reason for their visit.

14% (n= 11) of responses gave other reasons for their attendance.

‘Other’ reasons include:

Discuss sterilisation

Problems after child birth

Fertility

To discuss IVF

Scan results

Wasn’t happy with GP

Bleeding during sex

Smear test

Other reasons…

14%

How long did you wait to be seen?

Key findings:

The majority of respondents (77%, n= 53) waited 29 minutes or less to be seen. This is higher than last year of 69%.

19% (n= 13) of respondents waited between 30 – 59 minutes to be seen.

Last year 2% of respondents stated that they waited for more than 2 hours. This year their was no-one waiting over 2 hours.

How long do you feel is an acceptable time to wait?

Key findings:

The majority of respondents (74%, n= 51) feel that up to 29 minutes is an acceptable waiting time.

22% (n= 15) state that between 30 – 59 minutes would be an acceptable wait.

None of the respondents felt that a wait time over 1½ hours would be acceptable.

User satisfaction

The reception staff were friendly and approachable

Key findings:

58% (n= 40) strongly agreed and 41% (n= 28) agreed that the reception staff were friendly and approachable.

No respondents disagreed with this statement.

I was given as much time as I needed

Key findings:

59% (n= 41) strongly agreed and 35% (n= 24) agreed that they were given as much time as they needed.

No respondents disagreed with the statement.

I am confident the clinic will keep my information confidential

Key findings:

72% (n= 50) strongly agreed and 23% (n= 16) agreed that the clinic would keep their information confidential.

1% (n= 1) disagreed with this statement.

I found out everything that I wanted to know

Key findings:

65% (n= 45) strongly agreed and 29% (n= 20) agreed that they found out everything they needed to know.

1% (n= 1) disagreed with this statement.

I was made to feel comfortable answering personal questions

Key findings:

67% (n= 46) strongly agreed and 29% (n= 20) agreed that they were made to feel comfortable answering personal questions.

No respondents disagreed with this statement.

No matter how long you wait, it is worth it

Key findings:

55% (n= 38) strongly agreed and 26% (n= 18) agreed that no matter how long you wait, it is worth it.

12% (n= 8) disagreed and 1% (n= 1) strongly disagreed that no matter how long you wait, it is worth it.

I was listened to and felt valued

Key findings:

65% (n= 45) strongly agreed and 29% (n= 20) agreed that they felt listened to and valued.

1% (n= 1) disagreed with this statement.

Was the main reason you went to the clinic today dealt with to your satisfaction?

Key findings:

88% (n= 61) of respondents stated that the main reason for their visit was completely dealt with the their satisfaction.

10% (n=7) felt the reason for their visit was dealt to their satisfaction to some extent.

No-one who visited the clinic felt that the reason for the visit wasn’t dealt with to their satisfaction.

Overall, how would you rate the care you received today?

Key findings:

71% (n= 49) of respondents stated that the care they received was excellent.

23% (n=16) stated the care they received was very good.

3% (n= 2) stated the care they received was good and 1% (n= 1) stated the care they received was fair.

No respondents stated the care they received as poor.

Would you attend the clinic again if you needed to?

Key findings:

83% (n= 57) indicated they would definitely attend the clinic again.

A further 14% (n= 10) said they would probably attend the clinic again.

No-one said they would not attend the clinic again if they needed to.

Would you recommend this clinic to a friend?

Key findings:

84% (n= 58) would indicated they would definitely recommend this clinic to a friend.

A further 13% (n= 9) said they would probably recommend this clinic to a friend.

No-one said they would not recommend the clinic to a friend.

Please tell us how we could improve our services:

Improve

waiting times

•Make the waiting time shorter because I waited for ages.•Less waiting time.•A text check in service, to ensure parking fees are not wasted. Text waiting times - delay. Fantastic and very helpful.

Waiting area•I don't think you can, the building is a lot better than the last one. Staff are all lovely.

•Waiting room maybe needs to be a little more user friendly.•Need vending machines, I got hungry waiting. More magazines and maybe a TV to stare at.

Compliments received

Next steps:

Action Person responsible

By when

Feedback to service users