1. Contraception and Sexual Health Service User Satisfaction Survey August 2012

2. Contraception and Sexual Health Service User Satisfaction Survey August 2012

3. Why do the user surveys? Commissioning for Quality and Innovation (CQUIN) targets (DH, 2008) Feedback is submitted The Hull and East Riding Sexual and Reproductive Healthcare Partnership value statement places the needs of its users as their focus The City Health Care Partnership CIC vision provide patient-centred, high quality services Standard 9 of the BASHH guidance (BASHH, 2010) to gather and act upon user feedback Department of Health (2010) Liberating the NHS (Department of Health, 2010) places patients and the public at the heart of what it does

4. CASH Service The service: Is aimed at men and women across Hull and the East Riding of Yorkshire. It offers: Advice Treatment and support on contraception and sexual health issues Contraceptive advice Termination of pregnancy advice and arrangements

5. The Survey Aims The user survey aims to establish the views of our CASH service from the users perspective. An action plan can then be created to develop the service, taking into account the views of our users. Objectives The objectives of the survey were to ascertain timely user feedback regarding: Basic demographic information Reason for attendance Waiting times Experiences when attending the Partnerships CASH clinics Experience of the care received Areas of satisfaction/dissatisfaction Methodology Data collection was undertaken by use of a questionnaire that was given to service users attending the CASH clinic at Conifer within Wilberforce Health Centre and Goole Health Centre between 4 th June 2012 and 29 th June 2012. Service users were asked to complete and post their questionnaires in a collection box.

6. Response Rate Responses: Total responses received:105 Total attendances: 556 Percentage responded: 19% Clinic:Total responses Total attendances % responses Wilberforce8650717% Goole194939%

7. Responses

8. Age, Gender and Ethnicity Key findings: Gender: 67% of responses were by female clients. Females accounted for over 2/3 of responses across both sites. Age: The highest number of responses were received from those aged 20 – 29 (n= 45, 43%). However 58% (n= 10) of responses from Goole were from those aged 16 – 19 years Ethnicity: Overall, 84% (n= 88) of responses were from users who define themselves as White British

9. Is this your first visit to a CASH clinic? Key findings: 35% of respondents stated this was their first visit to a CASH Clinic. 62% stated this was their first visit to a gynaecology clinic. Type of visit/ Day of attendance Key findings: 40% on Friday, 16% attended on a Tuesday Wednesday appeared the most popular day with 55% (n= 38) surveys being completed.

10. Have you chosen to use a CASH clinic rather than a GP surgery or pharmacy? Key findings: Overall 78% of respondents stated they attended the clinic rather than visit a GP surgery or pharmacy. Wilberforce: 23% stated their reason was because it was a convenient place 17% chose the clinic because they didnt need an appointment 18% attended because it is confidential 11% attended because it was urgent. Goole: 22% stated their reason for choosing the clinic was because it was a convenient place 22% stated they chose the clinic because they dont need an appointment 17% chose the clinic because it was confidential Wilberforce Goole

11. How did you find out about the CASH clinic? Key findings: Overall, 51% of responses indicate they found out through Friends and Family. Like previous surveys, mores from Goole found out about the service via their GP, and more respondents from Wilberforce found out via friends and family. 15% found out via the website (an increase on last year – 9%). 22% (n= 15) found out about the CASH clinic through other means. Other means: WILBERFORCE Been before Chemist College Family planning Family planning clinic Guessed Journey to Recovery Midwife School School/College Used before GOOLE Been before Other means…

12. Did anyone tell you to come here specifically? Key findings: 58% (n= 61) of respondents were not told to visit the clinic by anyone specifically. 23% (n= 24) were told to visit the clinic by friends and family. 11% (n= 12) were told to visit the clinic by their GP surgery. 5% (n= 5) were told to visit the clinic by someone else. Other means: WILBERFORCE Family Planning clinic x2 GOOLE Girlfriend Other means…

13. What are the reasons for your visit today? Key findings: WILBERFORCE: 26% attended for a sexual health check (symptoms) 24% attended for contraception 23% attended for a sexual health check (no symptoms) GOOLE 27% attended for contraception 18% attended for emergency contraception 14% attended for women's problems or health issues 14% attended for a chlamydia test Other reasons for attendance included: WILBERFORCE Coil removal To get implant removed Warts GOOLE Check up Results Vaccination Wilberforce Goole

14. How long did you wait to be seen? Key findings: The majority of respondents (32%, n= 34) waited 29 minutes or less to be seen. This is higher than last year of 69%. 17% (n= 18) of respondents waited between 60 – 89 minutes to be seen. 4% of respondents waited over 90 minutes to be seen. How long do you feel is an acceptable time to wait? Key findings: The majority of respondents (51%, n= 54) feel that up to 29 minutes is an acceptable waiting time. 38% (n= 40) state that between 30 – 59 minutes would be an acceptable wait. 6% (n= 5) of respondents would wait up to 89 minutes and a further 2% (n= 2) would wait up to 2 hours.

15. User satisfaction

16. The reception staff were friendly and approachable Key findings: 71% (n= 75) strongly agreed and 29% (n= 30) agreed that the reception staff were friendly and approachable. No respondents disagreed with this statement. I was given as much time as I needed Key findings: 54% (n= 57) strongly agreed and 40% (n= 42) agreed that they were given as much time as they needed. No respondents disagreed with the statement.

17. I am confident the clinic will keep my information confidential Key findings: 72% (n= 76) strongly agreed and 26% (n= 27) agreed that the clinic would keep their information confidential. No one disagreed with this statement. I found out everything that I wanted to know Key findings: 56% (n= 59) strongly agreed and 32% (n= 34) agreed that they found out everything they needed to know. 1% (n= 1) disagreed with this statement (Wilberforce).

18. I was made to feel comfortable answering personal questions Key findings: 56% (n= 59) strongly agreed and 34% (n= 36) agreed that they were made to feel comfortable answering personal questions. No respondents disagreed with this statement. No matter how long you wait, it is worth it Key findings: 47% (n= 45) strongly agreed and 41% (n= 43) agreed that no matter how long you wait, it is worth it. 8% (n= 8) disagreed that no matter how long you wait it is worth it.

19. I was listened to and felt valued Key findings: 51% (n= 54) strongly agreed and 34% (n= 36) agreed that they felt listened to and valued. 1% (n= 1) disagreed with this statement (Goole).

20. Was the main reason you went to the clinic today dealt with to your satisfaction? Key findings: 69% (n= 72) of respondents stated that the main reason for their visit was completely dealt with the their satisfaction. 16% (n=17) felt the reason for their visit was dealt to their satisfaction to some extent. No-one who visited the clinic felt that the reason for the visit wasnt dealt with to their satisfaction. Overall, how would you rate the care you received today? Key findings: 49% (n= 51) of respondents stated that the care they received was excellent. 27% (n=28) stated the care they received was very good. 9% (n= 9) stated the care they received was good and 1% (n= 1) stated the care they received was fair. No respondents stated the care they received as poor.

21. Would you attend the clinic again if you needed to? Key findings: 78% (n= 82) indicated they would definitely attend the clinic again. A further 15% (n= 16) said they would probably attend the clinic again. No-one said they would not attend the clinic again if they needed to. Would you recommend this clinic to a friend? Key findings: 75% (n= 79) would indicated they would definitely recommend this clinic to a friend. A further 18% (n= 19) said they would probably recommend this clinic to a friend. No-one said they would not recommend the clinic to a friend.

22. Please tell us how we could improve our services: Improve waiting times Less waiting time Less waiting time as last time I waited more than 2 hours Not having to wait for such a long time. More doctors/nurses employed to improve waiting time Not to wait so long! Really annoying that I waited nearly 2 hours to be told there was no family planning. Fuming!! Reduce waiting times. Appointment times for contraception that is ongoing, like the pill or depo then that wouldn't affect walk in and would reduce waiting times. Shorter wait, but apart from that everything was fantastic! Time Waited 2 hours to be then told no doctor in. Should of been told on arrival. More staff WILBERFORCE Information GOOLE Waiting times Receiving results quicker Information on diet for pregnancy The waiting times can be ridiculous sometimes Shorter waiting times

23. Nothing brilliant Nothing at the moment :) No need for improvement. Friendly staff, decent place, approachable health professionals. Thank you Compliments received

24. Next steps: ActionPerson responsible By when

25. Feedback to service users Website Patient Information Folders