1. Patient Satisfaction Survey Endoscopy Unit STHK Diane Conway & Caroline Baker Endoscopy Unit February 2009

2. Patient Group 100 patients were given questionnaires 100 patients were given questionnaires –50 Whiston –50 St Helens

3. Who referred you for your procedure? Outpatient 12% Outpatient 12% GP 40% GP 40% Inpatient 8% Inpatient 8% Surveillance 10% Surveillance 10% Not sure 6% Not sure 6% No Comment 24% No Comment 24% What procedure did you have? OGD 45% OGD 45% Sigmoidoscopy 18% Sigmoidoscopy 18% Colonoscopy 10% Colonoscopy 10% ERCP 2% ERCP 2% No Comment 25% No Comment 25%

4. Did patients receive information leaflets beforehand? Yes63% (86%) Yes63% (86%) No37% (14%) No37% (14%) Did the leaflets explain the procedure in a clear manner? Completely63% Completely63% Partially30% Partially30% Insufficiently7% Insufficiently7% Not at all0% Not at all0%

5. Did the patient have the opportunity to discuss the procedure ? Completely78% (90%) Completely78% (90%) Partially18% (10%) Partially18% (10%) Not at all0% (0%) Not at all0% (0%) Did not comment4% (0%) Did not comment4% (0%) Who did you speak to? Endoscopy staff 72% Endoscopy staff 72% Other13% Other13% No comment 14% No comment 14% Didn’t know1% Didn’t know1% Did you find this information useful? Completely 92% Completely 92% Partially8% Partially8% Not at all0% Not at all0% Did not comment 0% Did not comment 0%

6. Were the procedure risks explained? Yes 88% Yes 88% No12% No12% Was consent taken outside the procedure room? No 40% No 40% Yes58% (88%) Yes58% (88%) Unsure0% (12%) Unsure0% (12%) No comment 2% No comment 2% 92% (96%) completely satisfied with the consent process 92% (96%) completely satisfied with the consent process

7. How did you find the procedure? Acceptable & would have it again66% Acceptable & would have it again66% Acceptable, only again if essential32% Acceptable, only again if essential32% Totally unacceptable1% Totally unacceptable1% No comment1% No comment1% Did you receive an explanation of your results? Full explanation 89% Full explanation 89% Partial explanation7% Partial explanation7% No comment4% No comment4% Did you receive aftercare advice? Yes96% (92%) Yes96% (92%) No4% (8%) No4% (8%)

8. Did you find the environment pleasant & comfortable? Completely satisfied88% (100%) Partially satisfied6% Insufficiently2% No comment 4% Were you treated politely & with respect? Completely satisfied99% (100%) Partially satisfied 1%

9. Patient Comments “Lady held my hand throughout and talked to me which was lovely” “The recovery team are exceptional and a real pleasure” “The staff were very friendly and took care of all my needs. A good cohesive group of work colleagues” “Well done” “A great improvement on last time” “Waiting room was too hot” 7% complained about waiting times

10. Patient Suggestions “A TV and more magazines at St Helens” “More privacy when giving personal details at reception”

11. Ethnicity British 100% British 100% Chinese Chinese European European Indian Indian Pakistani Pakistani Bangladeshi Bangladeshi Black Caribbean Black Caribbean Black African Black African Black Other Black Other Other Other

12. Conclusions Patients felt reasonable well informed, with appropriate aftercare, discharge plan, and written information given Patients felt reasonable well informed, with appropriate aftercare, discharge plan, and written information given Appears still consenting within the procedure room Appears still consenting within the procedure room –? patient lacking understanding of the patient journey or the word ‘consent’

13. Recommendations Should make better use of the consent room Should make better use of the consent room Update proforma to define ‘consent’ Update proforma to define ‘consent’ 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 Include more response data to ensure meeting Essence of Care standards Include more response data to ensure meeting Essence of Care standards

14. Recommendations Increase awareness of the difference between the consent room and procedure room Increase awareness of the difference between the consent room and procedure room –? change question on survey Continue focus group to give direct verbal feedback Continue focus group to give direct verbal feedback ‘Meet, Greet & Discharge‘ nurses will improve continuity of care ‘Meet, Greet & Discharge‘ nurses will improve continuity of care