Your views
Your feedback is vital to us as we continue to increase the quality of our services.
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Date: 26 April 2024
Time: 05:54
Outpatient survey results
Rheumatology conducts periodic surveys of outpatients to monitor and improve on the quality of service provided. This provides an opportunity for our patients to give us their views. Surveys are conducted over a two week period with questionnaires offered to patients at the end of their visit.
On this page, you can view the latest results from our survey alongside the results from previous years for comparison. The survey is divided into sections covering different areas of the patient experience.
Number of patients surveyed
| 2012 | 2014 | 2015 | 2019 |
|---|---|---|---|
| 50 | 95 | 152 | 120 |
Reception and times
Patients were asked about their arrival at reception and how long they had to wait.
| Measure | 2012 | 2014 | 2015 | 2019 |
|---|---|---|---|---|
| Courtesy of receptionist (Excellent or very good) | 94% | 86% | 94% | 97% |
| Waiting times (seen within 15 minutes) | 80% | 86% | 83% | 72% |
| Adequate time in consultation (doctor) - Yes, definitely | 100% | 96% | 95% | 97% |
| Adequate time in consultation (nurse) - Yes, definitely | 100% | 95% | 85% | 95% |
Listening and confidence
Patients were asked about their experience during the appointment with the doctor or specialist nurse.
| Measure | 2012 | 2014 | 2015 | 2019 |
|---|---|---|---|---|
| Did the doctor listen to what you had to say? | 97% | 97% | 97% | 96% |
| Did the nurse listen to what you had to say? | 100% | 98% | 90% | 90% |
| Did you have confidence or trust in the doctor? | 84% | 99% | 96% | 96% |
| Did you have confidence or trust in the nurse? | 91% | 94% | 90% | 94% |
Main problem resolution
Patients were asked whether the main problem they had presented with was dealt with to their satisfaction.
| Measure | 2012 | 2014 | 2015 | 2019 |
|---|---|---|---|---|
| Yes, completely | 84% | 93% | 82% | 85% |
| Yes, to some extent | 14% | 6% | 10% | 8% |
| No | 0% | 0% | 0% | 1% |
| No response | 2% | 1% | 8% | 5% |
Dignity and respect
Patients were asked whether they had been treated with dignity and respect.
| Measure | 2012 | 2014 | 2015 | 2019 |
|---|---|---|---|---|
| Yes, all of the time | 92% | 97% | 90% | 93% |
| Yes, some of the time | 6% | 2% | 0% | 1% |
| No | 0% | 0% | 0% | 1% |
| No response | 2% | 1% | 10% | 5% |
Overall experience
Patients were asked for their overall rating of the care provided.
| Measure | 2012 | 2014 | 2015 | 2019 |
|---|---|---|---|---|
| Excellent | 74% | 74% | 68% | 79% |
| Very good | 18% | 19% | 14% | 14% |
| Good | 6% | 6% | 7% | 2% |
| Fair | 0% | 0% | 0% | 1% |
| Poor | 0% | 0% | 0% | 0% |
| Very poor | 0% | 0% | 0% | 0% |
| No response | 2% | 1% | 10% | 4% |
Patients were asked to write about their experience on the day
| 2012 | 2014 | 2015 | 2019 |
|---|---|---|---|
| Was there anything particularly good about your visit to the outpatient department? | |||
|
66 people wrote about their experience. Two main areas were highlighted as good.
|
There were 108 written comments.
|
105 people (88%) wrote positive comments about the department. These covered the same two arteas as in previous years:
"Consultant took the time to understand my condition and situation. This helped build trust and helped me feel confident in the treatment being received" |
| Was there anything that could have made your visit better? | |||
|
Check In
Waiting
Other
|
Parking and access (Most comments received)
Appointments
Other (single comments)
|
Only 23 comments, which covered:
|
| Any other comments? | |||
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Summary
Our surveys provide positive feedback with many encouraging written comments. In addition a consistent performance is shown. Positive comments reflect the positive attitudes of staff and the speed and efficiency of being seen. The comments regarding improvements have also been looked at and passed to the appropriate managers for action to put these into place.
