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Caspher

Caspher. User Satisfaction Survey October 2012. Caspher (Chlamydia Awareness Screening Programme for Hull and East Riding). User Satisfaction Survey October 2012. Introduction.

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Caspher

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  1. Caspher User Satisfaction Survey October 2012

  2. Caspher (Chlamydia Awareness Screening Programme for Hull and East Riding) User Satisfaction Survey October 2012

  3. Introduction Liberating the NHS (Department of Health, 2010) places patients and the public at the heart of what it does. To encourage services to be more responsive to their users, the Government would like to see more widespread use of patient experience surveys and real-time feedback regarding the quality of the care they received. The vision for the City Health Care Partnership CIC (CHCP CIC) is to provide patient-centred, high quality services. The Hull and East Riding Sexual and Reproductive Healthcare Partnership value statement places the needs of its users as their focus. It aims to create an environment which supports, commits to and encourages engagement which reflects best practice. To fulfil its commitment to engaging with and responding to users, the Partnership undertakes annual surveys within each of the services it provides. They form part of the evidence submitted for the Commissioning for Quality and Innovation (CQUIN) targets; locally agreed targets for improving quality. The Partnership receives payment if these targets are met (DH, 2008). In addition, these surveys also fulfil the requirement of Standard 9of the BASHH guidance; to gather and act upon user feedback (BASHH, 2010). This years’ user survey has been updated to reflect the Validated Patient Experience Survey for Attendees of Sexual Health Clinics (Weston, Hopwood, Harding, Sizmur and Ross, 2010). Between 1st October and 26th October 2012 the Partnership undertook a user experience survey in the Caspher service. This report details the findings of this survey.

  4. Caspher Service • Theservice: • Is aimed at 14-24 year olds across Hull and the East Riding of Yorkshire. • It offers: • Advice • Testing • Treatment • Support

  5. The Survey • Aims • Establish the views of our Caspher service users. • Provide information from which an action plan can be created to develop the service. • Objectives • Basic demographic information. • Reason for attendance. • Waiting times. • Experiences when attending the Partnership’s Caspher clinics. • Experience of the care received. • Areas of satisfaction/dissatisfaction. • Methodology • Feedback was gathered using a questionnaire given to service users attending Caspher clinics. • Feedback was collected between 1st October and 26th October 2012.

  6. Response Rate Recorded data has shown that 88 clients had been booked in for an appointment during October 2012.  On 34 of the questionnaires staff indicated that the client had attended for an appointment.  This would indicate a 39% response rate. This does not however take into account any client which did not attend their appointment. 5 clients attended for a walk-in visit. From the data it is unclear whether these 5 attendees are included in the 88 recorded visits. 8 questionnaires did not indicate whether the client had attended for an appointment or walk-in visit.

  7. Responses

  8. Age, Gender and Ethnicity

  9. Is this your first visit to a Caspher clinic? Type of visit/ Day of attendance

  10. Have you chosen to use a Caspher clinic rather than a GP surgery or pharmacy?

  11. How did you find out about the Caspher clinic? Did anyone tell you to come here specifically?

  12. What are the reasons for your visit today?

  13. How long did you wait to be seen? How long do you feel is an acceptable time to wait?

  14. User satisfaction

  15. The reception staff were friendly and approachable I was given as much time as I needed

  16. I am confident the clinic will keep my information confidential I found out everything that I wanted to know

  17. I was made to feel comfortable answering personal questions No matter how long you wait, it is worth it

  18. I was listened to and felt valued

  19. Was the main reason you went to the clinic today dealt with to your satisfaction? Overall, how would you rate the care you received today?

  20. Would you attend the clinic again if you needed to? Would you recommend this clinic to a friend?

  21. Please tell us how we could improve our services: • Prefer a less clinical building • Toilet location in waiting area Compliments • Everything is great already Building Issues

  22. Next steps:

  23. Feedback to service users

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