Waterloo RegionNurse Practitioner-Led Clinic

Quality Improvement Plan Initiative

WRNPL Clinic Patient Satisfaction Survey

Hamilton Wilson, J., Albrecht, J., Eickmeyer, T., Haid, J., & Heibein, A.

As part of the clinic mandate and agreement with the

Ontario Ministry of Health, a Quality Improvement Plan is being initiated.

Background

The clinic’s approach to Quality Improvement includes:

Timely access to primary care when patients need care

Primary care that is integrated with patient’s other health experiences, including hospital stay and home care.

Patient-centered care, based on developing a partnership with patients to achieve appropriate health outcomes

Quality Improvement Focus

To determine the extent to which the consumers of the nurse practitioner-led clinic in Cambridge are satisfied with their experiences in primary care.

Aim of Study

Under the direction of the research tutor, students undertook:

Literature review to determine best practices regarding patient satisfaction surveys

Development of WRNPL clinic patient satisfaction survey

Arranged distribution of survey

Data input and analysis

Recommended next steps

Role of Students

2-pronged approach Paper and Pencil Version Survey Monkey Version Convenience Sample (November 2013) Anonym zed data collection

Method

Gender:

Answer OptionsResponse Percent

Response Count

Male 22.9% 8Female 77.1% 27

answered question 35

AgeResponse Percent

Response Count

14-20 0.0% 021-30 22.2% 831-40 22.2% 841-50 11.1% 451-60 13.9% 561-70 19.4% 771-80 11.1% 481 & older 0.0% 0

answered question 36

Demographics

N=38 responses n=32 paper, n=6 electronic

All data was transcribed into the Survey Monkey site

Numeric data was analyzed and data charts created.

Short answer data was summarized by noting over-riding themes

N=38 responses n=32 paper, n=6 electronic

Analysis of data

Findings: Hours

Findings: Length of Appointments

Findings: Listens

Findings: Time spent

Findings: Explains

Findings: Transport

Theme one: “A brilliant model of care” Theme Two: “Friendliness of team” Theme Three: “Quick access to the team” Theme Four: “It would be nice to have a lab

onsite Theme Five: “More hours in Kitchener”

Summary of Short Answers

Majority of clients have been register 9-18 months A large proportion of clients describe their health as good to

very good Majority of clients transitioned from GP care 65% find the office hours convenient 80% of the clients find transportation and parking to be

convenient >90% of clients find their telephone calls returned quickly 80% of patients would refer family or friends 100% of clients felt that enough time was being spent with

them

Summary of Results

Sample size small

Convenience sample

Potential for response bias

Only English speaking clients were able to participate

Limitations of Survey

Repeat survey at specified intervals Translate survey if possible Consider offering individual interviews to

collect data from those who require assistance

Perhaps encourage a nominal prize for participation in online survey:

I pad access with WIFI in clinic option

Next Steps