Transcript Network Patient Satisfaction Survey

Network Patient Satisfaction
Survey
Gloria Payne, Patient & Carer Involvement Facilitator
Ian Connolly, Performance Improvement Manager
Lead Nurse Open Event
15 May 2008
Background
• National Audit Office (NAO) Survey
• Recommended local surveys
• Lead Nurses and Patient Groups agreed
to develop Network survey based on
questions from NAO
• Pilot sites – Aintree & St Helens &
Knowsley
• Survey re-designed and agreed roll-out
Process
• Lead Nurses agreed process in August
2007
• Difficulties with lack of Lead Nurse and / or
Cancer Manager in some Trusts
• Difficulties with finding sufficient patient
numbers in some instances
• Timelines extended to help capture more
data
Process continued
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Final Deadline was set
Data returned from six Trusts
Analysed by Tumour site rather than Trust
Over 300 surveys returned
Tumour Sites/Trusts
• The tumour sites
covered were:
– Breast
– Lung
– Colorectal
– Gynaecology
– Haematology
– Upper GI
– Urology
Trusts able to participate were:
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Countess of Chester
Cardiothoracic Centre
Liverpool Women’s
North Cheshire
Southport & Ormskirk
St Helens & Knowsley
Diagnosis
•
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•
•
96% given in person
2% over phone
84% given in clinic
9% given on ward
95% thought environment pleasant/satisfactory
Information Provided Prior to Clinic Visit
Information That Would Have Been Useful
• Informed to bring someone with them to clinic
• Map of hospital with wards, clinics and all
departments
• Clinic waiting times
• Public transport information
Did you Understand The Diagnosis?
Lung Cancer
Breast Cancer
0% 6%
1%
7%
14%
28%
66%
78%
Completely Understood
Understood Some of What Was Said
Completely Understood
Understood Some of What Was Said
No
Not Specified
No
Not Specified
Overall
Colorectal Cancer
10%
2% 4%
1%
8%
20%
71%
84%
Completely Understood
Understood Some of What Was Said
Completely Understood
Understood Some of What Was Said
No
Not Specified
No
Not Specified
Post Diagnosis Were You Clear About The
Next Steps?
100%
80%
60%
Not Specified
Can't Remember
40%
No
Yes
Not Spec
Others
Haem
Gynae
Colorectal
Breast
Lung
0%
Urology
20%
Specialist Nurse Contact
If You Did Not See A Specialist Nurse Did
You Receive Details Of Who To Contact?
0% 8%
18%
Yes
No
Can’t Remember
Not Specified
74%
Did You Think There Was A High Level Of
Coordination Amongst Care Professionals?
Were You Informed About Any Support
Groups For Your Condition?
100%
80%
60%
Not Specified
Can't Remember
40%
No
Yes
Not Spec
Others
Haem
Gynae
Colorectal
Breast
Lung
0%
Urology
20%
Worst Experiences
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Being told I had cancer
Side effects
Waiting times
Travelling for treatments
Communication
How Could The Service Be Improved?
• Information
• More localised services
• Fear of infection
Cure for cancer
The Best Things?
• Quality of treatment and care by healthcare
professionals
“I was treated as a person and not a number”
“Having a specialist nurse gave one point of contact leading to overall
efficiency”
“I felt I was getting a lot of support which made me feel 100% better”
“That all those connected with people suffering from cancer really show
their caring side and give 110% in all their efforts”
“I have realised how much I love my family and children and how much
they love me”
Conclusion
• The learning for me from this has been:
– Allow time for all Trusts to participate
– Be realistic about how many patients will
respond to survey
– Be clearer about the process
– Involve the Clinical Network Groups
(CNGs)/CNSs
– Share the load
– Do it all over again!
Analysis of Patients Experience of Cancer Care Pathway
Within Merseyside & Cheshire
Any Questions?
[email protected]
[email protected]