OPD Survey 2009 Action Plan

1

Where are we now? Nov 2010

OPD Survey Nov 2009 – Where were we?

2

Problem Problem

Score (%)

Could not find a convenient place to park 86

Was not told that would have to wait 64

Parent not given the full information needed to make a complaint

[83]

Child does not always see same healthcare professional 61

Parent/child did not fully know before appointment what was going to happen

55

Not easy to find way to the right department 52

[brackets] = sample too small to demonstrate significance

Disabled Bays

A&E Bays

General bays re-designated to disabled bays to reduce effect of limited parking on those with least mobility.

Street Parking re-designated to A&E token only – reducing competition for OPD parking.

OPD Survey Nov 2009 – Where were we?

4

Problem Problem

Score (%)

Could not find a convenient place to park 86

Was not told that would have to wait 64

Parent not given the full information needed to make a complaint

[83]

Child does not always see same healthcare professional 61

Parent/child did not fully know before appointment what was going to happen

55

Not easy to find way to the right department 52

[brackets] = sample too small to demonstrate significance

Patient Information?

5

New Patient Leaflets designed for all Outpatients, Day Patients and In Patients. Now sent to all new patients with appointment letters and on website.

OPD Survey Nov 2009 – Where were we?

6

Problem Problem

Score (%)

Could not find a convenient place to park 86

Was not told that would have to wait 64

Parent not given the full information needed to make a complaint

[83]

Child does not always see same healthcare professional 61

Parent/child did not fully know before appointment what was going to happen

55

Not easy to find way to the right department 52

[brackets] = sample too small to demonstrate significance

Why are we waiting?

7

Information on waiting now included in leaflet and in clinic letter.

Patient held pagers now issued to allow families to choose where to wait – allows children to go to restaurant, café, local park or museum.

Parent told that you may not be seen by consultant.

OPD Survey Nov 2009 – Where were we?

8

Problem Problem

Score (%)

Could not find a convenient place to park 86

Was not told that would have to wait 64

Parent not given the full information needed to make a complaint

[83]

Child does not always see same healthcare professional 61

Parent/child did not fully know before appointment what was going to happen

55

Not easy to find way to the right department 52

[brackets] = sample too small to demonstrate significance

Where am I going?

9

Signage to OPD Redesigned and clarified

Group responsible for the largest footfall through the hospital prioritised.

OPD Survey Nov 2009 – Where are we?

10

Problem Problem

Score (%)

Could not find a convenient place to park 86

Was not told that would have to wait 64

Parent not given the full information needed to make a complaint

[83]

Child does not always see same healthcare professional 61

Parent/child did not fully know before appointment what was going to happen

55

Not easy to find way to the right department 52

[brackets] = sample too small to demonstrate significance