1. Caspher User Satisfaction Survey October 2012

2. Caspher (Chlamydia Awareness Screening Programme for Hull and East Riding) User Satisfaction Survey October 2012

3. Introduction Liberating the NHS (Department of Health, 2010) places patients and the public at the heart of what it does. To encourage services to be more responsive to their users, the Government would like to see more widespread use of patient experience surveys and real-time feedback regarding the quality of the care they received. The vision for the City Health Care Partnership CIC (CHCP CIC) is to provide patient-centred, high quality services. The Hull and East Riding Sexual and Reproductive Healthcare Partnership value statement places the needs of its users as their focus. It aims to create an environment which supports, commits to and encourages engagement which reflects best practice. To fulfil its commitment to engaging with and responding to users, the Partnership undertakes annual surveys within each of the services it provides. They form part of the evidence submitted for the Commissioning for Quality and Innovation (CQUIN) targets; locally agreed targets for improving quality. The Partnership receives payment if these targets are met (DH, 2008). In addition, these surveys also fulfil the requirement of Standard 9 of the BASHH guidance; to gather and act upon user feedback (BASHH, 2010). This years’ user survey has been updated to reflect the Validated Patient Experience Survey for Attendees of Sexual Health Clinics (Weston, Hopwood, Harding, Sizmur and Ross, 2010). Between 1 st October and 26 th October 2012 the Partnership undertook a user experience survey in the Caspher service. This report details the findings of this survey.

4. Caspher Service The service: Is aimed at 14-24 year olds across Hull and the East Riding of Yorkshire. It offers: Advice Testing Treatment Support

5. The Survey Aims Establish the views of our Caspher service users. Provide information from which an action plan can be created to develop the service. Objectives Basic demographic information. Reason for attendance. Waiting times. Experiences when attending the Partnership’s Caspher clinics. Experience of the care received. Areas of satisfaction/dissatisfaction. Methodology Feedback was gathered using a questionnaire given to service users attending Caspher clinics. Feedback was collected between 1 st October and 26 th October 2012.

6. Response Rate Recorded data has shown that 88 clients had been booked in for an appointment during October 2012. On 34 of the questionnaires staff indicated that the client had attended for an appointment. This would indicate a 39% response rate. This does not however take into account any client which did not attend their appointment. 5 clients attended for a walk-in visit. From the data it is unclear whether these 5 attendees are included in the 88 recorded visits. 8 questionnaires did not indicate whether the client had attended for an appointment or walk-in visit.

7. Responses

8. Age, Gender and Ethnicity Key findings: Gender: 64% (n= 30) were female. 36% (n= 17) were male. Age: 49% (n= 23) were aged between 16 – 19 years. 51% (n= 24) were aged between 20 – 29 years. Ethnicity: 96% (n= 45) of respondents stated that they were White British. The remaining 4% (n= 2) indicated they were Mixed: White and Asian.

9. Is this your first visit to a Caspher clinic? Key findings: 64% (n= 30) of respondents stated that this was their first visit to a Caspher clinic. 36% (n= 17) stated that this was not their first visit to a Caspher clinic. Type of visit/ Day of attendance Key findings: 72% (n= 34) of respondents indicated they attended for an appointment. 11% (n= 5) of respondents attended a walk-in clinic. The remaining 17% (n= 8) of the data was incomplete. Tuesday and Friday appeared the most popular days with 47% (n= 22) surveys being completed.

10. Have you chosen to use a Caspher clinic rather than a GP surgery or pharmacy? Key findings: 87% (n= 41) of respondents indicated they had chosen a Caspher clinic instead of a GP surgery or pharmacy. Of that 87%, the main reasons indicated were: Confidential (26%) Convenient place (18%) Specialist staff (14%) Was referred (12%)

11. How did you find out about the Caspher clinic? Key findings: The majority of respondents (60%, n= 28) found out about the Caspher clinic through their friends or family. 28% (n= 13) found out about the Caspher clinic through ‘other’ means, including college, gym, nightclub, school, university, conifer and asylum. Did anyone tell you to come here specifically? Key findings: 55% (n= 26) were not told to come to the Caspher clinic by anyone specifically. 28% (n= 13) were advised by family and friends to come to the clinic. 13% (n= 6) were told to come to the clinic by a member of the Caspher team, other member of staff, a nurse and school.

12. What are the reasons for your visit today? Key findings: 75% (n= 39) of respondents indicated they attended the clinic because they had Chlamydia. 25% (n= 13) of respondents indicated they attended the clinic because they had been in contact with someone who has had Chlamydia.

13. How long did you wait to be seen? Key findings: The majority of respondents (98%, n= 46) waited 29 minutes or less to be seen. 2% (n= 1) of respondents waited between 30 – 59 minutes to be seen. How long do you feel is an acceptable time to wait? Key findings: The majority of respondents (57%, n= 27) feel that up to 29 minutes is an acceptable waiting time. 32% (n= 15) stated that between 30 – 59 minutes would be an acceptable wait. None of the respondents felt that a wait time over 1½ hours would be acceptable.

14. User satisfaction

15. The reception staff were friendly and approachable Key findings: 66% (n= 31) strongly agreed that the reception staff were friendly and approachable. 34% (n= 16) agreed with this statement. I was given as much time as I needed Key findings: 66% (n= 31) strongly agreed and 34% (n= 16) agreed that they were given as much time as they needed. No respondents disagreed with the statement.

16. I am confident the clinic will keep my information confidential Key findings: 83% (n= 39) strongly agreed and 17% (n= 8) 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: 81% (n= 38) strongly agreed and 19% (n= 9) agreed that they found out everything they needed to know. No-one disagreed with this statement.

17. I was made to feel comfortable answering personal questions Key findings: 87% (n= 41) strongly agreed and 13% (n= 6) 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: 66% (n= 31) strongly agreed and 32% (n= 15) agreed that no matter how long you wait, it is worth it. 2% (n= 1) disagreed with this statement.

18. I was listened to and felt valued Key findings: 83% (n= 39) strongly agreed that they felt listened to and valued. The remaining 17% (n= 8) agreed that they felt listened to and valued. No-one disagreed with this statement.

19. Was the main reason you went to the clinic today dealt with to your satisfaction? Key findings: 100% (n= 47) of respondents stated that the main reason for their visit was completely dealt with to their satisfaction. Overall, how would you rate the care you received today? Key findings: 79% (n= 37) of respondents stated that the care they received was excellent. 17% (n= 8) stated the care they received was very good. 4% (n= 2) stated the care they received was good. No respondents stated the care they received as fair or poor.

20. Would you attend the clinic again if you needed to? Key findings: 89% (n= 42) indicated they would definitely attend the clinic again. A further 9% (n= 4) said they would probably attend the clinic again. 2% (n= 1) stated they would not attend the clinic again if they needed to. Would you recommend this clinic to a friend? Key findings: 91% (n= 43) would indicated they would definitely recommend this clinic to a friend. A further 9% (n= 4) said they would probably recommend the clinic.

21. Please tell us how we could improve our services: Building Issues Prefer a less clinical building Toilet location in waiting area Everything is great already Compliments

22. ActionPerson responsible By when Next steps:

23. Website Patient Information Folders Feedback to service users