Patient Satisfaction Survey Endoscopy Unit STHK Diane Conway February 2013

Demographics British 97% British 97% Indian 3% Indian 3% European 1% European 1% Ethnicity Gender

Methodology / patient group Questionnaires were placed in the records of N100 patients, and patients asked if they would participate in the survey. Questionnaires were placed in the records of N100 patients, and patients asked if they would participate in the survey. Surveys were distributed on both sites. Surveys were distributed on both sites. Overall response rate 55% Overall response rate 55% – (n30 (54%) St Helens – N25 (46%) Whiston Time period: December 2012 – February 2013 Time period: December 2012 – February 2013

Who referred you for your procedure What procedure did you have ? OGD 52% OGD 52% Sigmoidoscopy20% Sigmoidoscopy20% Colonoscopy15% Colonoscopy15% ERCP 8% ERCP 8% Bronchoscopy 9% Bronchoscopy 9% Outpatient 20% Outpatient 20% GP 40% GP 40% Inpatient 12% Inpatient 12% Surveillance 10% Surveillance 10% Not sure (inps) 18% Not sure (inps) 18%

Did patients receive information before procedure Completely73% Completely73% Partially24% Partially24% Insufficiently 3% Insufficiently 3% Was explanation of procedure clear

Did You have the opportunity to discuss the procedure ? Completely90% Completely90% Partially 7% Partially 7% Did not comment 3% Did not comment 3% Who did you speak to? Endoscopy staff 82% Endoscopy staff 82% Other10% Other10% No comment 7% No comment 7% Didn’t know 1% Didn’t know 1% Did you find this information useful? Completely 93% Completely 93% Partially 7% Partially 7% Discussions with staff about the procedure

Were the risks of the procedure explained Yes 94% No 6% No 24% (40%) Yes 76% (58%) Was consent taken outside of the procedure room 98% completely satisfied with the consent process 13% (n7) patients stated that they were not offered sedation

Q. How did you find the procedure Full explanation96% Partial explanation2% No Comment2% Acceptable and would have it again 68% Acceptable, only again if essential 28% Totally unacceptable 3% No comment 1% Q. Did you receive an explanation of your results 98% received after care advice

Q. Did you find the environment pleasant & comfortable? Completely satisfied94% (88%) Completely satisfied94% (88%) Partially satisfied3% Partially satisfied3% Insufficiently1% Insufficiently1% No comment 2% No comment 2% 100% of patients agreed that they had been treated politely and with respect No patients recorded any privacy or dignity concerns

Patient Comments Good people skills exhibited by all concerned” “Good people skills exhibited by all concerned” I was absolutely petrified but all staff made me feel totally at ease” “I was absolutely petrified but all staff made me feel totally at ease” Could not fault the experience in anyway” “Could not fault the experience in anyway” “Very pleased with treatment very pleasant staff” “Excellent treatment and nurse”

Patient Comments When patients were asked to rate the department on a scale of 1-10 the majority of patients (n30/n55) gave a score of 9 or above When patients were asked to rate the department on a scale of 1-10 the majority of patients (n30/n55) gave a score of 9 or above

Conclusions Patients felt reasonably well informed, with appropriate aftercare, discharge plan, and written information given Patients felt reasonably well informed, with appropriate aftercare, discharge plan, and written information given Appears still consenting within the procedure room at times but patients seem to have increased understanding of their journey Appears still consenting within the procedure room at times but patients seem to have increased understanding of their journey There has been an improvement in most areas There has been an improvement in most areas

Recommendations Achieve 100% compliance in consenting outside procedure room Achieve 100% compliance in consenting outside procedure room Endoscopy report to be given to all patients (unless otherwise indicated ) Endoscopy report to be given to all patients (unless otherwise indicated ) Repeat survey biannually to maintain standards Repeat survey biannually to maintain standards Good results were attained but we need to strive for 100% if possible Good results were attained but we need to strive for 100% if possible

Recommendations cont’d Continue patient feedback via mail/phone. Continue patient feedback via mail/phone. Outreach to improve inpatient experience Outreach to improve inpatient experience ‘In future nurses will take more responsibility for consenting diagnostic procedures, which should improve patient journey. ‘In future nurses will take more responsibility for consenting diagnostic procedures, which should improve patient journey.