Transcript 2010 - Woolwich Community Health Centre

Woolwich Community
Health Centre
Woolwich Community Health
Centre
Client Satisfaction Survey Results
November 2010
Summary by Lynda Kohler, Program Coordinator
Woolwich Community
Health Centre
Client Satisfaction Survey
Rationale and Methods
• CHC Program Policy Manual and accreditation body
both require that CHCs conduct general client
satisfaction survey on an annual basis. This is also
expected to be a performance indicator developed within
our 2011-14 MSAA with the LHIN.
• Surveys were distributed to clients, program participants
and other centre users across all three sites in late fall
2010.
• This is the seventh annual Client Satisfaction Survey
done at WCHC. Percentages are based on number of
responses to each question, unless indicated otherwise.
Woolwich Community
Health Centre
Survey Response Summary
• 354 surveys were completed; this is 5.0% of our active client
caseload at March 31/10 across all three sites.
• Of all survey responses, 70% of respondents access services at St.
Jacobs, 24% at Wellesley, and 6% at Linwood.
• 89% of survey respondents are registered with a physician/nurse
practitioner team.
• The following percentages of respondents had appointments with
these other providers in the previous year: 49% for chiropody; 37%
for registered dietitian; 23% for counsellor; 7% for Well Adult nurse;
and 26% for physiotherapy staff.
• 30% of survey respondents had taken part in one or more group
program, such as fitness, HUGS, hospice, stress reduction, etc. in
the previous year.
• Some clients were unable to complete the survey due to low rates of
literacy. This limited our ability to complete a proportional number of
surveys at the Linwood Nurse Practitioner Office.
Woolwich Community
Health Centre
Survey Questions
• The client satisfaction survey was revised in 2010 in
response to feedback about the survey in 2009. This
was done to reduce the level of literacy and to align
some questions with the Ontario Health Quality Council
report.
• Some questions were asked again this year so that
results can be compared. For these questions a
comparison with results from 2009 are provided in a
footnote for each slide.
• Some new questions were added to the survey in 2010
to make comparisons with the Ontario Health Quality
Council report; these are also noted in a footnote on
applicable slides.
Your Relationship with the Health
Centre:
Survey Responses by Site
Number of survey
respondents
300
250
200
150
100
50
0
WCHC
WTCHC
LNPO
WCHC site
Linwood Nurse Practitioner Office
Woolwich Community Health Centre
Wellesley Township Community Health Centre
Actual survey responses were: 247 at WCHC, 86 at WCHC and 21 at LNPO.
Your Relationship with the Health
Centre:
I am a patient of Doctor/Nurse Practitioner team.
14%
No
6%
Response
0%
WCHC
WTCHC
LNPO
86%
Yes
94%
100%
0%
20%
40%
60%
80%
100%
120%
Percentage
In 2009 95% of survey respondents were registered clients, compared with 89% in
2010.
Primary Health Care
In the past 12 months I have had an appointment with other primary health
care providers.
Provider Type
Well Adult Nurse
0%
0%
4%
7%
Counsellor
Physiotherapist
Registered Dietitian
14%
10%
8%
0%
WCHC
12%
WTCHC
LNPO
15%
0%
Chiropodist
14%
0%
5%
10%
15%
19%
18%
20%
21%
25%
Percentage
Aggregated Comparison with 2009 are: Well Adult Nurse 10% in 2009 and 7% in 2010,
Counsellor 27% in 2009 and 23% in 2010, Physiotherapist 28% in 2009 and 26% in 2010,
Registered Dietitian 30% in 2009 and 37% in 2010, and Chiropodist, 46% in 2009 and
49% in 2010.
Primary Health Care
The last time you were sick, were you able to get an appointment on the same
day or the next day?
5%
No
7%
Response
0%
WCHC
WTCHC
LNPO
95%
Yes
93%
100%
0%
20%
40%
60%
80%
100%
120%
Percentage
This is a new question in 2010. The Ontario Health Quality Council, Quality Monitor
Report 2010 report identifies that 53% of Ontarians were able to get an appointment on
the same day or the next day.
Primary Health Care
In the past year, did you think you waited too long to see your provider for an
appointment?
93%
No
93%
Response
100%
WCHC
WTCHC
LNPO
7%
Yes
7%
0%
0%
20%
40%
60%
80%
100%
120%
Percentage
This question was asked differently in 2010 to be consistent with the Ontario Health
Quality Council. 89% of Ontarians think that they waited too long to see their provider
for an appointment compared to 6% among WCHC survey respondents.
Primary Health Care
Do your appointments usually begin with 10 minutes of the booked
appointment start time?
7.20%
No
0.00%
Response
0.00%
WCHC
WTCHC
LNPO
92.80%
Yes
100.00%
100.00%
0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
120.00%
Percentage
Appointments began within 10 minutes of their booked start time for: 94% of
respondents in 2009 and 95% of respondents in 2010.
Primary Health Care
Are you aware of WCHC's on-call services?
21%
No
24%
Response
20%
WCHC
WTCHC
LNPO
79%
Yes
76%
80%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Percentage
For all survey respondents, 77% in 2009 and 78% in 2010 reported being aware of
WCHC’s on-call service.
Primary Health Care
When you discuss your own health or health information with your provider,
can you understand the information?
0.1%
No
1.3%
Response
0.0%
WCHC
WTCHC
LNPO
99.9%
Yes
98.7%
100.0%
0.0%
20.0%
40.0%
60.0%
Percentage
The response was consistent with 2009 results.
80.0%
100.0%
120.0%
Primary Health Care
Do you ever have to skip medications or treatments because of their cost, lack
of transportation, etc.?
94%
No
93%
Response
100%
WCHC
WTCHC
LNPO
6%
Yes
7%
0%
0%
20%
40%
60%
80%
100%
120%
Percentage
The rate of respondents who reported skipping medications or treatments was 5% in
2009 and 6% in 2010.
Primary Health Care
Thinking of your interactions with your providers and how well they know you, how would you
rate the following on a scale of 1 to 5 (1 = poor and 5 = excellent)?
5
4.9
4.8
4.7
4.6
4.5
4.4
4.3
4.2
4.1
WCHC
WTCHC
LNPO
Rating Average
Provider knows
your health
history.
Provider
understands
your health
concerns.
Amount of time
Provider’s
Provider's
Quality of
the provider
caring and
encouragement primary health
spends with concern for you.
of you to
care you
you.
participate in received in the
your own health past 12 months.
care.
The 2010 average ratings were consistent with 2009 results: provider knows your health history 4.5, provider understands your health concerns- 4.5, amount of time the provider spends with you –
4.7, providers encouragement of you to participate – 4.7 and quality of primary health care – 4.6.
Community Programs
Have you taken part in any group program in the last year?
66%
No
82%
Responses
82%
WCHC
WTCHC
LNPO
34%
Yes
18%
18%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Percentage
The 2009 results were less than 2010, with 22% of survey respondents taking part in a
group program in 2009 compared with 30% in 2010.
Community Programs
If you answered “ yes” to question 1. above how would you rate the
following on a scale of 1 to 5 (1 = not at all and 5 = very much)?
4.7
4.6
4.5
WCHC
WTCHC
LNPO
Rating Average
4.4
4.3
4.2
4.1
4
3.9
Quality of programs
Time programs are offered
The results in 2010 were consistent with 2009 results, with an overall rating for quality
of programs of 4.5, and rating for programs offered at convenient times of 4.5
Community Programs
Has your involvement in health centre programs helped you to learn new
information or develop new skills?
14%
No
29%
Response
0%
WCHC
WTCHC
LNPO
86%
Yes
71%
100%
0%
20%
40%
60%
80%
100%
120%
Percentage
This question was asked differently in 2010. In 2009 respondents reported a rate of 4.4
(with 1 = not at all and 5= very much). In 2010 84% of respondents report learning new
information or developing a new skill.
Community Programs
Has the health centre contributed to your awareness of or involvement in
community issues?
49%
41%
Response
No
67%
WCHC
WTCHC
LNPO
51%
Yes
59%
33%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Percentage
In 2009 60% of all respondents said yes; in 2010, 52% of all respondents said yes.
General Operations
How well are Reception staff able to answer/re-direct your questions about
programs and services?
Response
Not at all
A little
1%
0%
0%
2%
0%
0%
WCHC
WTCHC
LNPO
15%
Somewhat
20%
16%
88%
80%
84%
Very
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Percentage
The 2010 results are consistent with 2009 results: “not at all” 0.5% in 2009 and 0.3% in
2010, “a little” 2% in 2009 and 1% in 2010, “somewhat” 15% in 2009 and 16% in 2010
and “very” 83% in 2009 and 82% in 2010.
General Operations
Are you familiar with our policy on privacy and confidentiality?
18%
No
8%
Response
0%
WCHC
WTCHC
LNPO
82%
Yes
92%
100%
0%
20%
40%
60%
80%
100%
120%
Percentage
The 2010 results are consistent with 2009 results with 85% reporting yes and 15%
reporting no.
General Operations
Do you feel that staff maintain confidentiality?
2%
No
1%
Response
0%
WCHC
WTCHC
LNPO
98%
Yes
99%
100%
0%
20%
40%
60%
80%
100%
120%
Percentage
The 2010 results are consistent with 2009 results with 99% reporting yes in 2009 and
98% reporting yes in 2010.
General Operations
D o you experienc e any barriers to us ing our programs and/or s ervic es ?
Type of barrier
Transportation
Cost for Fitness
Classes
WCHC
WTCHC
LNPO
Hours
Physical access
Language
0
2
4
6
8
10
12
Ac tual number of c lients who report a barrier
There were slight variations in number of respondents from 2009 to 2010:
transportation was reported by 8 in 2009 and 6 in 2010; cost of fitness classes was
reported by 2 in 2009 and 1 in 2010; hours were reported by 8 in 2009 and 16 in 2010;
physical access was reported by 1 in both 2009 and 2010; and language was reported
by 1 respondent in 2009 and 1 respondent in 2010.
General Operations
Are you satisfied with the hours of operation?
1%
No
5%
Response
11%
WCHC
WTCHC
LNPO
99%
Yes
95%
89%
0%
20%
40%
60%
80%
100%
120%
Percentage
The 2010 results were consistent with the 2009 results with 97% reporting yes.
General Operations
Response (some respondents chose
more than one option)
If the health centre were to extend its hours, which options would you prefer?
20%
20%
Sat. 1:00 p.m. - 4:00 p.m.
6%
39%
Additional evening hours
61%
WCHC
WTCHC
LNPO
25%
43%
39%
Sat. 10:00 a.m. - 1:00
p.m.
31%
18%
14%
Every weekday open at
8:30 a.m.
56%
0%
10%
20%
30%
40%
50%
60%
70%
Percentage
Extended hours varied slightly from 2009 to 2010: Sat 1-4 p.m. increased from 18% to
19%, additional evening hours has increased from 39% to 43%, Sat 10 a.m.-1 p.m.
increased from 38% to 42%, and every weekday open at 8:30 has decreased from 23%
to 20%.
General Operations
Overall, how satisfied are you with the programs and/or services provided?
Response
Not at all
A little
0%
0%
0%
1%
1%
0%
WCHC
WTCHC
LNPO
11%
9%
Somewhat
5%
88%
89%
Very
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Percentage
Results varied slightly from 2009. Respondents reported “very” 88% in 2009 and 89% in
2010; “somewhat” 11% in 2009 and 10% in 2010; “a little” 1% in 2009 and in 2010; and
“not at all” 0% in 2009 and 0.3% in 2010.
General Operations
Response (some respondents
chose more than one response)
If you had a comment, suggestions or concern about our services, how would
you like to deal with it?
Talking or writing to a
manager
11%
0%
0%
WCHC
26%
30%
25%
Feedback Box
WTCHC
LNPO
73%
70%
75%
Talking to staff
0%
10%
20%
30%
40%
50%
60%
70%
80%
Percentage
Rates varied slightly from 2009. Talking or writing to a manager was reported by 8% in
2009 and 9% in 2010, feedback box was reported by 22% in 2009 and 27% in 2010 and
talking to staff was reported by 75% in 2009 and 73% in 2010.