1. COMMUNITY GYNNAECOLOGY ULTRASOUND & UNPLANNED PREGNANCY SERVICE FRIENDS AND FAMILY TEST 1 ST JULY – 30 TH SEPTEMBER 2014

2. The community gynaecology service users complete a pink friends and family card in order for feedback to be obtained. This report shows the findings from those clients who accessed the community gynaecology service for ultrasound or for unplanned pregnancies. The unplanned pregnancy service feedback is split into two groups, UPS1 (completed after ‘1 st pill visit’) and UPS2 (completed after the ‘2 nd pill visit’). The reason for this is not all patients are seen face-2-face after the 1 st pill visit. Data was collected between 1 st July – 30 th September 2014 (3 months).

3. Service usedResponses receivedPercentage Ultrasound1310% Unplanned Pregnancy Service 1 6146% Unplanned Pregnancy Service 2 5944% Totals133100%

4. Overall 91% indicated that they are extremely likely and 8% likely to recommend our service to friends and family. Of the 133 responses no-one indicated that they would not recommend the service.

5. A sample of written responses My care was excellent, I felt the ladies really understood. Everything was organised and the nurses listened. Friendly nurses. Very comforting. Very confidential. Friendly, helpful, sympathetic, efficient, professional – couldn’t ask for more. Very quickly seen and staff very helpful and informative. Today was like receiving private healthcare. I could not have wished for more. Thank you so much for all your help. All the information I needed was given to me and enough support. The support is fantastic. The environment is calming and I feel at ease. Very polite and caring, was very helpful and understood what I was going through. Fast and no judgement, very nice people. Staff and doctors very friendly and reassuring. Very friendly, made me feel very relaxed and well taken care of. Very caring, understanding and patient. Explained everything really well and offered me so much support to help me. Great understanding staff, made me feel at ease and comfortable. Nothing to improve. Everyone is extremely nice, made it very welcoming. Cared extremely well for me. Gave me all the after care I needed. Discussed exactly what is about to happen. Would highly recommend.

6. The above graph shows the age range of all clients using the Ultrasound and Unplanned Pregnancy Service.

7. AQP Monitoring The CCG contract requires a report on service user experience from the UPS service. Response to friends and family test question: Patients stating that they are Extremely Likely to recommend this service; threshold is ‘net promoter score of 75 or more’ Patients stating that they felt they were treated with Dignity and Respect; threshold is 90%. Treated with Dignity and Respect will be added to the Friends and Family card to trap this information.

8. Moving Forward The excellent feedback received from our friends and family test is down to the dedication and care our staff at Conifer provide. This is important feedback not just to staff but to commissioners. We look to continue and improve our services where ever possible and gather all feedback in order to do so. Please hand out the F&F cards at every clinical contact.