waterloo region nurse practitioner-led clinic quality improvement plan initiative
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Waterloo RegionNurse Practitioner-Led Clinic
Quality Improvement Plan Initiative
WRNPL Clinic Patient Satisfaction Survey
Hamilton Wilson, J., Albrecht, J., Eickmeyer, T., Haid, J., & Heibein, A.
As part of the clinic mandate and agreement with the
Ontario Ministry of Health, a Quality Improvement Plan is being initiated.
Background
The clinic’s approach to Quality Improvement includes:
Timely access to primary care when patients need care
Primary care that is integrated with patient’s other health experiences, including hospital stay and home care.
Patient-centered care, based on developing a partnership with patients to achieve appropriate health outcomes
Quality Improvement Focus
To determine the extent to which the consumers of the nurse practitioner-led clinic in Cambridge are satisfied with their experiences in primary care.
Aim of Study
Under the direction of the research tutor, students undertook:
Literature review to determine best practices regarding patient satisfaction surveys
Development of WRNPL clinic patient satisfaction survey
Arranged distribution of survey
Data input and analysis
Recommended next steps
Role of Students
2-pronged approach Paper and Pencil Version Survey Monkey Version Convenience Sample (November 2013) Anonym zed data collection
Method
Gender:
Answer OptionsResponse Percent
Response Count
Male 22.9% 8Female 77.1% 27
answered question 35
AgeResponse Percent
Response Count
14-20 0.0% 021-30 22.2% 831-40 22.2% 841-50 11.1% 451-60 13.9% 561-70 19.4% 771-80 11.1% 481 & older 0.0% 0
answered question 36
Demographics
N=38 responses n=32 paper, n=6 electronic
All data was transcribed into the Survey Monkey site
Numeric data was analyzed and data charts created.
Short answer data was summarized by noting over-riding themes
N=38 responses n=32 paper, n=6 electronic
Analysis of data
Findings: Hours
Findings: Length of Appointments
Findings: Listens
Findings: Time spent
Findings: Explains
Findings: Transport
Theme one: “A brilliant model of care” Theme Two: “Friendliness of team” Theme Three: “Quick access to the team” Theme Four: “It would be nice to have a lab
onsite Theme Five: “More hours in Kitchener”
Summary of Short Answers
Majority of clients have been register 9-18 months A large proportion of clients describe their health as good to
very good Majority of clients transitioned from GP care 65% find the office hours convenient 80% of the clients find transportation and parking to be
convenient >90% of clients find their telephone calls returned quickly 80% of patients would refer family or friends 100% of clients felt that enough time was being spent with
them
Summary of Results
Sample size small
Convenience sample
Potential for response bias
Only English speaking clients were able to participate
Limitations of Survey
Repeat survey at specified intervals Translate survey if possible Consider offering individual interviews to
collect data from those who require assistance
Perhaps encourage a nominal prize for participation in online survey:
I pad access with WIFI in clinic option
Next Steps
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