SEXUAL HEALTH (GUM, CASH & FAMILY PLANNING) FRIENDS AND FAMILY TEST 1 ST APRIL – 30 TH JUNE 2015

This report shows the findings from those clients who accessed the service for help, advice and treatment relating to sexual health issues. The sexual health services covered within this family and friends test was primarily family planning and genitourinary medicine. Clients complete a white friends and family card at our main hub (Conifer at Wilberforce) and in our many peripheral clinics around Hull and East Yorkshire in order for feedback to be obtained. It is essential that all our clients are given the opportunity to feedback into our service so any necessary improvements and changes can be implemented accordingly. Data was collected between 1 st April and 30 th June 2015 (3 months).

We have seen a gradual increase in returns during the 3 month period. In total 422 surveys were completed; April 104 May 142 June % of responses (126) came from Goole Health Centre. Followed closely by Wilberforce Health Centre 27% (116) and Orchard Park Health Centre 21% (90).

96% of respondents indicated that they were “extremely likely” or “likely” to recommend our service to friends and family. 93% of clients agreed that they were treated with dignity and respect during their visit.

A sample of written responses Very happy with the service, very professional and friendly staff. (Castle Hill) Everything explained, was put at ease by staff. (Wilberforce Health Centre) Nurse is lovely and makes you feel totally at ease. (Beverley Health Centre) They were not judgemental about my age. (Goole) Very understanding and listened. (Goole) Friendly staff, nice environment, welcoming. (Wilberforce) So patient with me and waited until I was ready. Spoke to me and kept me calm. (Wilberforce) Made me feel better about it great care. (Beverley) Very respectful and helpful. Understanding and caring. (Orchard Park) I got what I wanted and was told in detail how I should use my contraception. (Orchard Park) Doctor and nurse put me at ease from the beginning. (Morrill Street) I have been using this service for around 14 years, it is always exceptional from the receptionists to the nurses. (Morrill Street) The care was fantastic but feel I was waiting a while due to not enough staffing. (Goole). We understand that during popular busy times or when had complex cases to deal with patients can be waiting longer than we would like. We are currently reviewing our staffing levels and are working towards shorter waiting times. The staff were extremely friendly and helpful. (Orchard Park) Lovely women. Good information, waited 40 minutes. (Goole) Good care, answered questions. (Wilberforce)

A sample of written responses I was treated like a human instead of just a patient. (Wilberforce) Taking the time to talk and answering any questions asked. (Goole) Very good explanation and advice given, felt comforted by the nurses and did not feel patronised. Would like the clinic to be open on more days. (Goole) We are currently looking in to the possibility of availability of clinical rooms in order to open on more days. Kind, friendly and most importantly not judgemental. Really lovely staff. (Wilberforce) They gave me helpful advice and recommended things for me. (Wilberforce) Good – technology. (Wilberforce) Ease of access. Staff exceptionally friendly. (Castle Hill) Great care and support. Safe atmosphere. (Castle Hill) The nurse was lovely and chatty. Environment was clean and tidy. (Orchard Park) It was quick, efficient and a really positive experience thank you. (Orchard Park) Very nice, explained everything in detail, helpful with next step. (Orchard Park) The doctor and nurse did their best to try and make me feel comfortable. (Elliott Chappell) Very kind staff, informative and helpful. (Bransholme) Procedure was quick, I was talked to and everything was well explained to me. They offered to do other tests as well which is very useful. (Wilberforce) The staff were fantastic, I was impressed with the care given, I would certainly recommend the service. Thank you. (Castle Hill)

A large proportion of our clients (45%) were aged between 20 and 29, although all age groups are covered. The majority of our clients (86%) were female. 12% of the cliental were male.

Moving Forward The excellent feedback received from our friends and family test is down to the dedication and care our staff at Conifer and our peripheral clinics provide across Hull and East Yorkshire. This is important feedback not just to staff but to patients and 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.