clinical audit department devon & cornwall audit consortia physiotherapy department patient...
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![Page 1: Clinical Audit Department Devon & Cornwall Audit Consortia Physiotherapy Department Patient Satisfaction Questionnaire 2011 Vicky Woodbridge-Harris & Kathy](https://reader030.vdocuments.us/reader030/viewer/2022032703/56649d085503460f949da538/html5/thumbnails/1.jpg)
Clinical Audit Department
Devon & Cornwall Audit Consortia
Physiotherapy Department Patient Satisfaction
Questionnaire 2011
Vicky Woodbridge-Harris
&
Kathy Dowson
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Aim of Questionnaire Annual review of patient satisfaction of the current
musculoskeletal outpatient physiotherapy service Encompassing:
– Dignity and respect– Communication– Care received– Administration and environment– Net Promoter Score (NPS)
Compare with past results Highlight Areas for development/improvement Pat on the back where deserved Ensure we maintain a high standard of care
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Outline of presentation
The Questionnaire Net Promoter Score (NPS) Results Analysis/Comments Comparison with previous years Points to action Questions
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Clinical Audit Department
Devon & Cornwall Audit Consortia
The Questionnaire First year that have rolled out exactly
the same questionnaire.
100 sent out – 60 from Derriford, 10 from each periphery– Patients discharged Sept 11
Poor return so also handed out at DGH by receptionists
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Net Promoter Score A management tool used to gauge customer
loyalty, with customer experience expected to be the main influencing factor
A single question is answered on a 0-10 rating– “how likely is it that you would recommend our
service to a friend or colleague?” Promoters (9-10); Passives (7-8); Detractors
(0-6) %Promoters - %Detractors =NPS 75% or above is considered high
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Results
Only 26 postal returns 31 from waiting area. Results graphs done by Research and
Audit Team Graphs show results in percentage of
respondents
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Dignity and Respect Q5.1 & 5.2
0 00 01.8 0
33.3
19.3
59.6
80.7
5.3 00
10
20
30
40
50
60
70
80
90
5.1 I was addressed by the name of my choice 5.2 The Physiotherapist was courteous & considerate
Strongley Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Dignity and Respect Q5.3 & 5.4
0 00 1.80 1.8
22.8
28.1
77.2
68.4
0 00
10
20
30
40
50
60
70
80
90
5.3 I was given the chance to say what was on my mind 5.4 I felt involved in helping to decide my treatment plan
Strongley Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Dignity and Respect Q5.5 & 5.6
0 00 00 5.3
15.8
26.3
84.2
68.4
0 00
10
20
30
40
50
60
70
80
90
5.5 The physiotherapist had a manner which made me feel atease
5.6 My views were taken into account
Strongley Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Dignity and Respect Q5.7 & 5.8
0 00 01.8 0
29.8
22.8
68.4
77.2
0 00
10
20
30
40
50
60
70
80
90
5.7 I was given all the privacy possible 5.8 I was treated with diginty & respect
Strongley Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Communication Q 6.1to 6.3
0 0 00 0 1.83 1.8 0
36.8
31.635.1
63.266.7
63.2
0 0 00
10
20
30
40
50
60
70
80
6.1 The physiotherapist used words Iunderstood
6.2 The physiotherapist listened to what Isaid
6.3 The results of my physicalassessment were discussed with me
Strongley Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Communication Q 6.4 to 6.6
0 0 01.8 1.8 1.85.3 0 5.3
31.6 29.8 28.1
54.4
68.4
49.1
7 0
15.8
0
10
20
30
40
50
60
70
80
6.4 The physiotherapist informed me ofwhat I could achieve
6.5 I was given the chance to askquestions
6.6 I was told how I was progressing
Strongley Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Communication Q 6.7 to 6.9
0 1.8 1.80 3.5 5.30 0
10.5
31.6
36.8
12.3
64.9
45.6
17.5
3.5
12.3
52.6
0
10
20
30
40
50
60
70
6.7 When given exercises to do, I wasgiven a clear explanatio of these
exercises
6.8 The overall presentation of exerciseand information leaflets was good
6.9 If I was left alone during thetreatment session, I was told how to call
for help
Strongly Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Care Received Q7.1 & 7.2
0 00 1.81.8
14
21.124.6
75.4
50.9
1.8 8.80
10
20
30
40
50
60
70
80
7.1 Overall, I was very satified with my physiotherapistcare
7.2 Physiotherapy helped me to manage my condition
Strongly Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Administration & Environment Q 8.1 & 8.2
1.8 0
17.5
3.58.8
3.5
36.835.1
33.3
49.1
1.88.8
0
10
20
30
40
50
60
8.1 Prior to my physiotherapy appt I received enoughinformation about what to expect
8.2 The reception staff at Derriford were friendly &helpful
Strongly Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Administration & Environment Q 8.3 & 8.4
0 01.8 5.33.5 8.8
29.8
40.4
63.2
45.6
1.8 00
10
20
30
40
50
60
70
8.3 There were no problems in making a furtherappointment
8.4 The non attendance/cancellation policy wasexplained in the letter or on the telephone when my
appointment was booked
Strongly Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Administration & Environment Q 8.5 & 8.6
0 0
7
3.5
7 7
38.6
19.3
33.3
29.8
14
40.4
0
5
10
15
20
25
30
35
40
45
8.5 It was easy to contact the physiotherapy Dept at Derrifordby telephone
8.6 Telephone messages left for the physiotherapy dept weredealt with appropriately
Strongly Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Administration & Environment Q 8.7 & 8.8
0 0
10.573.5 1.8
59.6
52.6
24.6
36.8
1.8 1.80
10
20
30
40
50
60
70
8.7 The condition/comfort of the waiting room area was good 8.8 The condition/comfort of the physiotherapy treatment areawas good
Strongly Disagree Disagree Uncertain Agree Strongly Agree N/A
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Net Promoter Score (NPS)
Based on 57 returns Scores 0-6 = 2 (Detractors)
7-8 = 13 (Passives)
9-10 = 42 (Promoters) NPS = (42-2) / 57 x 100 = 70%
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Comments and Analysis
Overall positive feedback to service.
NPS of 70% which is very high.
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Dignity and Respect
Another successful year, better than last year all answers above 93%.
100% in 4 questions Improvement in “feeling involved in
deciding treatment plan” (Q5.4) (97% c/t 87% A/SA)– ? Due to new goal setting paperwork.
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Communication
Again overall successful. Big improvement in presentation of
exercise and info leaflets.”(Q6.8 82% c/t 69%).
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Care received
97% agreeing or strongly agreeing that they were satisfied with physio care.
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Admin and Environment
Nice to see a positive change for reception staff.– Q8.2, “reception staff were friendly and helpful” (84% c/t
68% A/SA) Still the area with highest D/SD. Q8.1,”I received enough information about what to
expect” (70% A/SA, but 19% D/SD,slightly better than last year).
Q8.7 “condition/comfort of waiting room area” (84% c/t 71% A/SA, but 11% D/SD, and several comments made about DGH).
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Clinical Audit Department
Devon & Cornwall Audit Consortia
NPS
In industry/management world a NPS of over 75% is deemed exceptional, 70% is a very good score, it is quite easy to gain a negative score.
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Questionnaire comments 4 negative comments re waiting area (all DGH)
– too small, not enough high chairs, not enough room for wheelchairs/not set up for w/chairs, ie, unreachable magazines
Small treatment area and poor privacy (Plymstock) 15 positive regarding the physio and treatment
– Adam specifically named by one 2 saying hydro was great, but very difficult to continue in local pool
– Can hydro pool be available to revisit once a month for maintenance ex 1 STOP 0845 numbers 1 long initial wait for treatment 1 very happy with short waiting time 1 more availability needed for follow up appointments 2 positve comments on timely appointments/nice to see a dept running to time 1 inappropriate initial referral and the whole thing felt like going through red tape to get
consultant referral (x1 PT appt – re-refered for consultant opinion) 2 more info prior to appt (esp clothing and what to expect) 1 good communication, same appt kept and good treatment when regular physio was off ill 1 referral card details all wrong except name 1 said three confirmation letters all arrived on same day 1st class – waste of money 1 pt unhappy with being asked “who has bought you” by reception staff just because she’s
in a wheelchair, feels most of the medical profession associate any problems with her disability rather than a new problem (eg injured as thrown from chair)
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Clinical Audit Department
Devon & Cornwall Audit Consortia
RecommendationsOne main area to address:
Improve information prior to treatment (Q8.1).
Project for band 5/6, research what the patients in hindsight would have wanted to know.
Produce appropriate document
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Recommendations
Quick feedback reminders for meeting:
Raise physios awareness that patients don’t always feel they are being told how they are progressing.
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Clinical Audit Department
Devon & Cornwall Audit Consortia
Conclusion Overall a “PAT ON THE BACK”. Improvements been made in a number of
areas compared to last year. A very respectable NPS. Only one major recommendation to address. Try and run the Q next year in the same
format, making direct comparison easier. How can we get a better Q return response?