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Head & Neck Patient Satisfaction Survey Nutrition & Dietetics Speech & Language Therapy

Head & Neck Patient Satisfaction Survey Nutrition & Dietetics Speech & Language Therapy Northwick Park Hospital. Why did we do it?. IMPROVE OUR SERVICE Dazi report: Quality & patient experience Drive from NWLCN for patient satisfaction surveys. Methodology.

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Head & Neck Patient Satisfaction Survey Nutrition & Dietetics Speech & Language Therapy

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  1. Head & Neck Patient Satisfaction Survey Nutrition & Dietetics Speech & Language Therapy Northwick Park Hospital

  2. Why did we do it? • IMPROVE OUR SERVICE • Dazi report: Quality & patient experience • Drive from NWLCN for patient satisfaction surveys

  3. Methodology • All patients seen by SLT / Dietetics from May 2008 – April 2009 were included in the questionnaire (173 patients) • ENT, OMFS & Orthognathic • Deceased patients were excluded • Pilot study completed on 5 patients in ENT and OMFS out-pt clinic.

  4. Methodology • Separate Dietetics and SLT questionnaire • Cover letter: explaining survey • Confidential • Requested to return in a fortnight • Included stamped addressed return envelope • Provided contact number for queries • Language: English • Sentence added for use of translators if necessary

  5. Questionnaire • Kept short & simple: 10 questions • Focused on in-patient stay • National nursing & Mount Vernon patient satisfaction survey’s looked at • Felt important to include: • Treated with respect and dignity • Felt included in decision making process • Explanation of care • Assistance from: • Christine Pace – clinical audit co-ordinator • Karen Garnham – Communications dep.

  6. Results • Of 173 questionnaire sent out: • 59 (34%) were received back for Dietetics, 48 (28%) questionnaires were appropriate • 64 (37%) were received back from SLT, 39 (22%) questionnaires were appropriate • 87% of patients were cancer patients, rest orthognathic

  7. Speech and Language Therapy

  8. Laryngectomy Patients

  9. Nutrition & Dietetics

  10. Patients discharged using feeding tubes

  11. Patients d/c on modified consistency diet

  12. Discussion • 37% questionnaires returned • Generally very positive results • Questions left blank • Confusion 2 similar questionnaires • Wording / understanding questions • Possible confusion of roles of SLT & Dietitian as questionnaires sent together

  13. Discussion • 1 year retrospective – people cannot recall all details, names and faces. • Had question on ‘decision making’ – difficult to word, feel this was misinterpreted. • Need to consider general communication barriers post op • Small sample size of patients d/c home with a feeding tube / lary. patients

  14. Improvements • Provide patients with an informed choice and involve them in the decision making process • Provide clear explanation of the patients care • Checking back with patients to see if they have understood us.

  15. Improvements • Make sure all patients are given written information to support what they have been told. • Provide information at suitable times with family present • Clarify role of Dietitian vs. SLT

  16. Re-audit • Prospective / concurrent questionnaires • Review questions poorly answered • Translated into Gujarati • Separate SLT and Dietetics (?) • Devise network wide standard audit to use across all sites • Standardise questions with regular re-auditing • Possibly add questions about f/up care & d/c planning.

  17. Thank you • ‘All the treatment from start to finish was excellent’ • ‘Brilliant support from the Speech & Language Therapist’ • ‘My Dietitian went beyond the call of duty’ • ‘They were fantastic’ • ‘Brilliant’ ‘wonderful’ ‘good service’ • ‘Thank you very much for all your support’

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