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Clinical Audit Department Devon & Cornwall Audit Consortia Physiotherapy Department Patient Satisfaction Questionnaire 2011 Vicky Woodbridge-Harris & Kathy.

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Presentation on theme: "Clinical Audit Department Devon & Cornwall Audit Consortia Physiotherapy Department Patient Satisfaction Questionnaire 2011 Vicky Woodbridge-Harris & Kathy."— Presentation transcript:

1 Clinical Audit Department Devon & Cornwall Audit Consortia Physiotherapy Department Patient Satisfaction Questionnaire 2011 Vicky Woodbridge-Harris & Kathy Dowson

2 Clinical Audit Department Devon & Cornwall Audit Consortia Aim of Questionnaire Annual review of patient satisfaction of the current musculoskeletal outpatient physiotherapy service Encompassing: –Dignity and respect –Communication –Care received –Administration and environment –Net Promoter Score (NPS) Compare with past results Highlight Areas for development/improvement Pat on the back where deserved Ensure we maintain a high standard of care

3 Clinical Audit Department Devon & Cornwall Audit Consortia Outline of presentation The Questionnaire Net Promoter Score (NPS) Results Analysis/Comments Comparison with previous years Points to action Questions

4 Clinical Audit Department Devon & Cornwall Audit Consortia The Questionnaire First year that have rolled out exactly the same questionnaire. 100 sent out –60 from Derriford, 10 from each periphery –Patients discharged Sept 11 Poor return so also handed out at DGH by receptionists

5 Clinical Audit Department Devon & Cornwall Audit Consortia Net Promoter Score A management tool used to gauge customer loyalty, with customer experience expected to be the main influencing factor A single question is answered on a 0-10 rating –“how likely is it that you would recommend our service to a friend or colleague?” Promoters (9-10); Passives (7-8); Detractors (0-6) %Promoters - %Detractors =NPS 75% or above is considered high

6 Clinical Audit Department Devon & Cornwall Audit Consortia Results Only 26 postal returns 31 from waiting area. Results graphs done by Research and Audit Team Graphs show results in percentage of respondents

7 Clinical Audit Department Devon & Cornwall Audit Consortia Dignity and Respect Q5.1 & 5.2

8 Clinical Audit Department Devon & Cornwall Audit Consortia Dignity and Respect Q5.3 & 5.4

9 Clinical Audit Department Devon & Cornwall Audit Consortia Dignity and Respect Q5.5 & 5.6

10 Clinical Audit Department Devon & Cornwall Audit Consortia Dignity and Respect Q5.7 & 5.8

11 Clinical Audit Department Devon & Cornwall Audit Consortia Communication Q 6.1to 6.3

12 Clinical Audit Department Devon & Cornwall Audit Consortia Communication Q 6.4 to 6.6

13 Clinical Audit Department Devon & Cornwall Audit Consortia Communication Q 6.7 to 6.9

14 Clinical Audit Department Devon & Cornwall Audit Consortia Care Received Q7.1 & 7.2

15 Clinical Audit Department Devon & Cornwall Audit Consortia Administration & Environment Q 8.1 & 8.2

16 Clinical Audit Department Devon & Cornwall Audit Consortia Administration & Environment Q 8.3 & 8.4

17 Clinical Audit Department Devon & Cornwall Audit Consortia Administration & Environment Q 8.5 & 8.6

18 Clinical Audit Department Devon & Cornwall Audit Consortia Administration & Environment Q 8.7 & 8.8

19 Clinical Audit Department Devon & Cornwall Audit Consortia Net Promoter Score (NPS) Based on 57 returns Scores0-6 = 2 (Detractors) 7-8 = 13 (Passives) 9-10 = 42 (Promoters) NPS = (42-2) / 57 x 100 = 70%

20 Clinical Audit Department Devon & Cornwall Audit Consortia Comments and Analysis Overall positive feedback to service. NPS of 70% which is very high.

21 Clinical Audit Department Devon & Cornwall Audit Consortia Dignity and Respect Another successful year, better than last year all answers above 93%. 100% in 4 questions Improvement in “feeling involved in deciding treatment plan” (Q5.4) (97% c/t 87% A/SA) –? Due to new goal setting paperwork.

22 Clinical Audit Department Devon & Cornwall Audit Consortia Communication Again overall successful. Big improvement in presentation of exercise and info leaflets.”(Q6.8 82% c/t 69%).

23 Clinical Audit Department Devon & Cornwall Audit Consortia Care received 97% agreeing or strongly agreeing that they were satisfied with physio care.

24 Clinical Audit Department Devon & Cornwall Audit Consortia Admin and Environment Nice to see a positive change for reception staff. –Q8.2, “reception staff were friendly and helpful” (84% c/t 68% A/SA) Still the area with highest D/SD. Q8.1,”I received enough information about what to expect” (70% A/SA, but 19% D/SD,slightly better than last year). Q8.7 “condition/comfort of waiting room area” (84% c/t 71% A/SA, but 11% D/SD, and several comments made about DGH).

25 Clinical Audit Department Devon & Cornwall Audit Consortia NPS In industry/management world a NPS of over 75% is deemed exceptional, 70% is a very good score, it is quite easy to gain a negative score.

26 Clinical Audit Department Devon & Cornwall Audit Consortia Questionnaire comments 4 negative comments re waiting area (all DGH) –too small, not enough high chairs, not enough room for wheelchairs/not set up for w/chairs, ie, unreachable magazines Small treatment area and poor privacy (Plymstock) 15 positive regarding the physio and treatment –Adam specifically named by one 2 saying hydro was great, but very difficult to continue in local pool –Can hydro pool be available to revisit once a month for maintenance ex 1 STOP 0845 numbers 1 long initial wait for treatment 1 very happy with short waiting time 1 more availability needed for follow up appointments 2 positve comments on timely appointments/nice to see a dept running to time 1 inappropriate initial referral and the whole thing felt like going through red tape to get consultant referral (x1 PT appt – re-refered for consultant opinion) 2 more info prior to appt (esp clothing and what to expect) 1 good communication, same appt kept and good treatment when regular physio was off ill 1 referral card details all wrong except name 1 said three confirmation letters all arrived on same day 1 st class – waste of money 1 pt unhappy with being asked “who has bought you” by reception staff just because she’s in a wheelchair, feels most of the medical profession associate any problems with her disability rather than a new problem (eg injured as thrown from chair)

27 Clinical Audit Department Devon & Cornwall Audit Consortia Recommendations One main area to address: Improve information prior to treatment (Q8.1). Project for band 5/6, research what the patients in hindsight would have wanted to know. Produce appropriate document

28 Clinical Audit Department Devon & Cornwall Audit Consortia Recommendations Quick feedback reminders for meeting: Raise physios awareness that patients don’t always feel they are being told how they are progressing.

29 Clinical Audit Department Devon & Cornwall Audit Consortia Conclusion Overall a “PAT ON THE BACK”. Improvements been made in a number of areas compared to last year. A very respectable NPS. Only one major recommendation to address. Try and run the Q next year in the same format, making direct comparison easier. How can we get a better Q return response?


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