Patient Satisfaction SurveyPatient Satisfaction SurveyEndoscopy Unit Endoscopy Unit

STHKSTHK

Diane ConwayDiane Conway

February 2013February 2013

DemographicsDemographics

• British British 97% 97% • IndianIndian 3% 3%• European 1%European 1%

EthnicityEthnicity GenderGender

Methodology / patient groupMethodology / patient group

• Questionnaires were placed in the records of N100 patients, and patients asked if Questionnaires were placed in the records of N100 patients, and patients asked if they would participate in the survey. they would participate in the survey.

• Surveys were distributed on both sites. Surveys were distributed on both sites.

• Overall response rate 55% Overall response rate 55% – (n30 (54%) St Helens(n30 (54%) St Helens

– N25 (46%) WhistonN25 (46%) Whiston

• Time period: December 2012 – February 2013Time period: December 2012 – February 2013

Who referred you Who referred you for for your procedure your procedure

What procedure What procedure did you did you have ?have ?

• OGD OGD 52% 52% • SigmoidoscopySigmoidoscopy 20%20%• ColonoscopyColonoscopy 15%15%• ERCPERCP 8% 8%• BronchoscopyBronchoscopy 9% 9%

• Outpatient Outpatient 20%20%• GP GP 40%40%• InpatientInpatient 12%12%• Surveillance Surveillance 10%10%• Not sure Not sure (inps) (inps) 18%18%

Did patients receive Did patients receive information before information before procedureprocedure

• CompletelyCompletely 73%73%• PartiallyPartially 24%24%• InsufficientlyInsufficiently 3% 3%

Was explanation of Was explanation of procedure clearprocedure clear

Did You have the opportunity to discuss the procedure ?Did You have the opportunity to discuss the procedure ?• CompletelyCompletely 90%90%• PartiallyPartially 7% 7%• Did not commentDid not comment 3% 3%

Who did you speak to?Who did you speak to?• Endoscopy staff Endoscopy staff 82% 82% • OtherOther 10%10%• No comment No comment 7% 7% • Didn’t knowDidn’t know 1% 1%

Did you find this information useful?Did you find this information useful?• CompletelyCompletely 93% 93%• PartiallyPartially 7% 7%

Discussions with staff about the procedureDiscussions with staff about the procedure

Were the risks of the Were the risks of the procedure explainedprocedure explained

Yes Yes 94% 94% NoNo 6% 6%

No No 24% 24% (40%)(40%)

YesYes 76% 76% (58%)(58%)

Was consent taken Was consent taken outside of the outside of the procedure roomprocedure room

98% completely satisfied with the consent process

13% (n7) patients stated that they were not offered sedation

Q. How did you find Q. How did you find the procedurethe procedure

Full explanationFull explanation 96%96%

Partial explanationPartial explanation 2%2%

No CommentNo Comment 2%2%

Acceptable and Acceptable and would have it again would have it again 68% 68%

Acceptable, only again Acceptable, only again if essentialif essential 28% 28%

Totally unacceptable 3%Totally unacceptable 3%

No commentNo comment 1% 1%

Q. Did you receive an Q. Did you receive an explanation of your explanation of your resultsresults

98% received after care advice

Q. Did you find the environment pleasant Q. Did you find the environment pleasant & & comfortable?comfortable?

• Completely satisfiedCompletely satisfied 94% 94% (88%)(88%)• Partially satisfiedPartially satisfied 3%3%• InsufficientlyInsufficiently 1%1%• No comment No comment 2% 2%

• 100% of patients agreed that they had been treated politely and with respect

• No patients recorded any privacy or dignity concerns

Patient CommentsPatient Comments

“Good people skills exhibited by all concerned”Good people skills exhibited by all concerned”

“I was absolutely petrified but all staff made me feel totally I was absolutely petrified but all staff made me feel totally at ease”at ease”

“Could not fault the experience in anyway”Could not fault the experience in anyway”

“Very pleased with treatment very pleasant staff”

“Excellent treatment and nurse”

Patient CommentsPatient Comments

• When patients were asked to rate the When patients were asked to rate the department on a scale of 1-10 the majority department on a scale of 1-10 the majority of patients (n30/n55) gave a score of 9 or of patients (n30/n55) gave a score of 9 or aboveabove

ConclusionsConclusions

• Patients felt reasonably well informed, with Patients felt reasonably well informed, with appropriate aftercare, discharge plan, and appropriate aftercare, discharge plan, and written information givenwritten information given

• Appears still consenting within the procedure Appears still consenting within the procedure

room at times but patients seem to have room at times but patients seem to have increased understanding of their journey increased understanding of their journey

• There has been an improvement in most areas There has been an improvement in most areas

RecommendationsRecommendations

• Achieve 100% compliance in consenting outside Achieve 100% compliance in consenting outside procedure roomprocedure room

• Endoscopy report to be given to all patients (unless Endoscopy report to be given to all patients (unless otherwise indicated )otherwise indicated )

• Repeat survey biannually to maintain standardsRepeat survey biannually to maintain standards

• Good results were attained but we need to strive for 100% Good results were attained but we need to strive for 100% if possibleif possible

Recommendations cont’dRecommendations cont’d

• Continue patient feedback via mail/phone.Continue patient feedback via mail/phone.

• Outreach to improve inpatient experienceOutreach to improve inpatient experience

• ‘‘In future nurses will take more responsibility for In future nurses will take more responsibility for consenting diagnostic procedures, which consenting diagnostic procedures, which should improve patient journey.should improve patient journey.