Patient Satisfaction Survey 2018/19 Key Findings

Introduction & Methodology 8th consecutive patient survey Telephone & Face to Face approach 2361 Patients surveyed Surveys collected from Apr 2018 to Apr 2019 Data analysed by Directorate and Service Area Questions consistent for comparability 1717 Face to face interviews (including a small number of paper based left at service) 644 telephone Very strong sample, very little margin for error overall New approach, month by month – again more confidence in the results. Deliver data quarter by quarter for CCG requirements. Dashboard will change future reporting

Overall, more than 9 in every 10 satisfied with initial contact 1% How satisfied were you with the initial contact with the service? NET Satisfaction 95% Net Satisfaction 2018 First impressions really do matter – so very important BAME 88% V WB 94% Hull 92% 17% Primary care not satisfied?? H&WB 91% V Integrated 96% Q3a How satisfied were you with the initial contact with the service?

Around a third of patients contacted services via telephone Telephone contact continues to decrease in terms of access (check other answers) 65% 2011, 39% last year. All consistent with last year and previous years Getting through = 78% (HWB) v 96% (Integrated). Primary Care 54%. Hull 79% v ER 93%. BME significantly lower but small sample. Disabled 8% more satisfied. Automated = PC 65%, Therapies and Rehab 85%. Pain Management low but v small sample. H&WB 79% V 90% Integrated. Older -= less satisfied. Q4 How satisfied were you with the initial contact with the service? Q4a How satisfied were you with the following aspects of your initial contact by telephone?

High levels of satisfaction when booking appointments with services 6% 18% appointments changed / cancelled 2018 All consistent with last year booking and appointment + 4% Q5a How satisfied were you with the following... ? Q5b Have any of your appointments been cancelled or changed to a later date in the last 12 months?

Vast majority of patients continue to be satisfied with health professionals Consistently very, very high! BAME 5% Problems seriously; 3% care and concern and lower on all other statements 88% Knowledge of medical history; 90% understanding symptoms; 93% care and concern; 89% respectful of your needs Q9a Thinking about the health professional that you saw. How satisfied or dissatisfied were you with the following?

High levels of satisfaction with communication from healthcare professionals Last 3 down by 2-3% PRIMARY CARE AGAIN LATE 80%’s 53% yes 47% no last year so 6% positive swing Q11a Thinking about the health professional that you saw. How satisfied or dissatisfied were you with the following?

More than 9 in every 10 said care encouraged them to manage conditions and improved quality of life* 94 % and 90% last year Targets 89% last year; Support 93% last year Small sample approx 250 *Only asked to patients accessing services commissioned by CCG+ Q13a Has the care that you received supported or encouraged you to manage your condition more independently in your day to day life? Q13b Has the care that you received contributed to an improvement in your quality of life? Q18 Has the care that you received resulted in a positive outcome for you either in physical, psychological or social terms?

A third said they were made aware of Making Every Contact Count (MECC) referral services From 55% in 2014 to 43% 2017/2018 to 35% 67% last year but second highest, so more take up but less awarness 91% satisfied last year Q22 Were you made aware that you could be referred to another CHCP CIC service if you needed it? Q23 If you received an offer of referral, did you take this up? Q23a How satisfied or dissatisfied where you with the referral process?

More than 9 in every 10 patients confident information is kept securely and only accessed by those involved in care Are you confident that information about you is kept securely? Are you confident that information about you is only accessed by people directly involved in your care? 95% 91% 83% Last year. Fairly consistent over the last three years. DK on last one at 9%. No real variance across services or demographics Are you satisfied that you are kept up-to-date about how information about you is used and shared? Q25 Are you confident that information about you is kept securely? Q26 Are you confident that information about you is only accessed by people directly involved in your care? Q27 Are you satisfied that you are kept up-to-date about how information about you is used and shared?

Vast majority satisfied with opportunities to give feedback and would raise any concerns 73% VERY Satisfied +1% from last year Second down 1% but consistent for 4 years 88% BAME happy to raise issue compared to 92% WB 91% disabled v 94% not Q25 Are you confident that information about you is kept securely? Q26 Are you confident that information about you is only accessed by people directly involved in your care? Q27 Are you satisfied that you are kept up-to-date about how information about you is used and shared?

On reflection, did you get the care that mattered to you at all times? More than two thirds of patients received the care that mattered to them at all times On reflection, did you get the care that mattered to you at all times? Very little variance across demographics which is very positive Health and wellbeing 66% v 73% integrated (at all times) 66% Hull v 71% ER Q31 On reflection, did you get the care that mattered to you?

Slight reduction of patients stating they received the care that mattered at all times since 2016

Vast majority very satisfied with standard of care and support received How satisfied are you with the standard of care and support you have received? Very satisfied ER 89% V Hull 83% Very Satisfied Health and Wellbeing 80% v 93% Integrated 86% v 76% White v BAME Q32a Overall...how satisfied were you with the following: - The standard of care and support you have received?

Overall satisfaction with standard of care and support received remains extremely high

More than 8 in every 10 very satisfied with overall experience How satisfied are you with your overall experience? Very satisfied 98% NET Satisfied 81% Very satisfied 81% v 74% White v BAME 80% V 75% non disabled v disabled 78% v 86% Hull v East Riding HWB 74% V 91% Integrated Q32a Overall...how satisfied were you with the following: - your overall experience?

Satisfaction with overall experience remains at highest levels

Vast majority likely to recommend service to friends and family How likely are you to recommend our clinic/service to friends and family if they needed similar care or treatment? NET Likely 94% NET Likely ER 62% V Hull 55% HWB 50% V 69% Integrated 55+ more likely to say extremely likely Disability 67% v 53% not disbaled Q34 How likely are you to recommend our clinic/service to friends and family if they needed similar care or treatment?

Vast majority of patients continue to be likely to recommend treatment to friends and family

Patients mentioned, helpfulness staff, everything, service, friendliness of service “The care what I received has made me comfortable and it means a lot to have someone there who I can speak to.” “It was all fantastic and she was very informative. Had a really good attitude and told me a lot more then the last person did.” “Overall they are pleasant girls and they know what they are doing. They are caring and if there is a problem they swab it and send it to my GP.” Q35 What was good about the care you received?

Waiting times, appointments and parking mentioned as improvements “More available appointments. Waiting area needs cleaning.” “The waiting times could be better or the service could be on more than one day a week.” “More appointments available in future and not waiting for mental health care - I think I was very lucky this time to get a same day appointment. ” Q36 Is there anything that could be improved?

Nearly a fifth said the service had improved on the last occasion 5% 23% Improved 2018 Q33 After accessing the service on this occasion, has your opinion of the service...?

Data Dashboard Information management & data visualisation tool Filter by service & demographics Historical results to 2016 Allows comparisons across services Tracks improvements Reporting options Accessible online Results on the fly