GPSI SHAWS Service

User Satisfaction Survey

August 2012

Why do the user surveys?

The Survey

Aims

The user survey aims to establish the views of our GPSI SHAWS (Sexual Health and Women's Service) service from the users’ perspective. An action plan can then be created to develop the service, taking into account the views of our users.

Objectives The objectives of the survey were to ascertain timely user feedback regarding:  •Basic demographic information•Reason for attendance•Waiting times •How do users find out about the service•Experiences when attending the Partnerships’ GPSI SHAWS clinics•Experience of the care received•Areas of satisfaction/dissatisfaction

Methodology

Data collection was undertaken by use of a questionnaire that was given to service users attending the GPSI SHAWS clinic at Conifer at Highlands Health Centre and Marfleet Health Centre Monday 30th April until Friday 25th May 2012.

Responses

Responses:

Total responses received: 153

Total attendances: 193

Percentage responded: 79%

Clinic: Total responses

Total attendances

% responses

Highlands 82 99 83%

Marfleet 71 94 76%

Responses

Age, Gender and EthnicityKey findings:

Gender: 98% (n= 140) of responses were by female clients. No responses were received from males.

Age: The highest number of responses were received from those aged 40+ (n= 55). A further 33% (n= 50) was from those aged 20 – 29 years. 22% (n= 34) was received from those aged 30 – 39 years. Highlands had more responses from the younger age groups.

Ethnicity: Overall, 92% (n= 140) of responses were from users who define themselves as White British, 4% (n= 6) define themselves as White any other background.

Is this your first visit to a GPSI SHAWS clinic?

Key findings:

35% (n= 53) of respondents stated this was their first visit to a GPSI SHAWS clinic.

64% (n= 98) stated this was not their first visit to a GPSI SHAWS clinic.

Type of visit

Key findings:

7% (n= 11) attended as a walk-in. 82% (n= 125) indicated they attended for an appointment.

Have you chosen to use a SHAWS clinic rather than a GP surgery or pharmacy?

Key findings:

Overall 69% (n= 106) of respondents stated they attended the clinic rather than visit a GP surgery or pharmacy.

If yes, why? Highlands:•22% stated their reason was because it was a convenient place•20% chose the clinic because of the specialist staff•17% attended because it was confidential•14% were referred•12% for other reasons

Marfleet:•21% stated their reason for choosing the clinic was because of the specialist staff•19% stated they chose the clinic because it was a convenient place•15% were referred•13% felt it had a good atmosphere•13% chose the clinic because it is confidential

Other reasons...Marfleet Better for me

Lady doctorChose to come

Highlands Sister recommendedImplant in armWomen thingsFollow upFelt better to go here than GP (women doctor)

Been before

More private biggest benefit

Advised by GPWasn't happy with GP

I was told the surgery don't deal with thisGood doctorPrefer it to be separate from GP and don't like GPFemale staff

How did you find out about the SHAWS clinic?

Key findings:

Overall, 61% (n= 93) of responses indicate they found out through their GP surgery.

21% (n= 32) found out via other means (see below)

14% (n= 21) found out via Friends and Family

2% (N= 3) Found out via the website

Other means: Other means:

HIGHLANDS MARFLEET

Can't rememberCommunity midwife and health visitor

Clinic Employment

Conifer House Family planning clinic

Consultant Nurse

Dr Brotherston at Conifer House Nurse at doctors

GUM clinic Referral from family planning

Health visitor Referred by Conifer House

Just rang up and looked into coming

Member of the public

Midwife

NHS clinic at Hull

On my last smear test

Poster

Referred by GP/nurse

‘Other’ means…

This feedback shows the range of different health professionals/organisations referring into the GPSI SHAWS service.

Did anyone tell you to come here specifically?Key findings:

49% (n= 75) were told to visit the clinic by their GP surgery.

24% (n= 36) of respondents were not told to visit the clinic by anyone specifically.

14% (n= 22) were told to visit the clinic by someone else.

11% (n= 17) were told to visit the clinic by friends and family.

Other means (Highlands):

Other means (Marfleet):

Conifer House Family planningConsultant GP nurse/ Health visitorDoctor NurseDr Brotherston Work colleagueGP nurseHealth visitorHospitalMidwifeNurseStaff at Wilberforce ConiferWomen's health clinic

‘Other’ means…

Did you try to make an appointment by telephone?

Key findings:

65% (n= 99) of respondents tried to make an appointment by telephone. 35% (n= 54) did not try to make an appointment by telephone.

If yes, did you experience any of the following?

Key findings:

56% of respondents got the information they required.

28% spoke to the person they needed to

7% had to ring more than once

5% left a message and someone rang them back

4% left a message but no-one rang them back

What are the reasons for your visit today?

Key findings:

HIGHLANDS:•24% period problems•23% for contraception•13% to have a coil or implant inserted or removed•12% menopause problems

MARFLEET•25% for period problems•15% for contraception•15% to have a coil inserted or removed•9% menopause problems

‘Other’ reasons accounted for 8% overall. Reasons included: HIGHLANDS•Advice and guidance•Coil follow-up•Depo•PCOS•Skin problems•Unhappy seeing GPMARFLEET•Bladder problems•Bloods•Could check•Polyp removed•Pregnancy•Prolapse

How long did you wait to be seen?

Key findings:

The majority of respondents (88%, n= 134) waited 29 minutes or less to be seen.

8% (n= 12) of respondents waited between 30 – 59 minutes to be seen.

One person waited between 60 – 89 minutes.

How long do you feel is an acceptable time to wait?

Key findings:

The majority of respondents (80%, n= 123) feel that up to 29 minutes is an acceptable waiting time.

12% (n= 18) state that between 30 – 59 minutes would be an acceptable wait.

1% (n= 1) of respondents would wait up to 89 minutes and a further 1% (n= 2) would wait up to 2 hours. 2% would wait longer that this.

User satisfaction

The reception staff were friendly and approachable

Key findings:

65% (n= 100) strongly agreed and 26% (n= 18) agreed that the reception staff were friendly and approachable.

3% (n= 4) disagreed and 1% (n= 1) strongly disagreed with this statement.

I was given as much time as I needed

Key findings:

77% (n= 118) strongly agreed and 18% (n= 27) agreed that they were given as much time as they needed.

No respondents disagreed with the statement.

I am confident the clinic will keep my information confidential

Key findings:

81% (n= 124) strongly agreed and 15% (n= 23) agreed that the clinic would keep their information confidential.

No one disagreed with this statement.

I found out everything that I wanted to know

Key findings:

80% (n= 123) strongly agreed and 15% (n= 23) agreed that they found out everything they needed to know.

I was made to feel comfortable answering personal questions

Key findings:

82% (n= 125) strongly agreed and 14% (n= 21) agreed that they were made to feel comfortable answering personal questions.

No respondents disagreed with this statement.

No matter how long you wait, it is worth it

Key findings:

72% (n= 110) strongly agreed and 20% (n= 30) agreed that no matter how long you wait, it is worth it.

3% (n= 4) disagreed that no matter how long you wait it is worth it and 1% Strongly disagreed.

I was listened to and felt valued

Key findings:

81% (n= 124) strongly agreed and 14% (n= 22) agreed that they felt listened to and valued.

Was the main reason you went to the clinic today dealt with to your satisfaction?

Key findings:

90% (n= 132) of respondents stated that the main reason for their visit was completely dealt with the their satisfaction.

7% (n= 11) felt the reason for their visit was dealt to their satisfaction to some extent.

No-one who visited the clinic felt that the reason for the visit wasn’t dealt with to their satisfaction.

Overall, how would you rate the care you received today?

Key findings:

84% (n= 128) of respondents stated that the care they received was excellent.

12% (n= 19) stated the care they received was very good.

Would you attend the clinic again if you needed to?

Key findings:

93% (n= 143) indicated they would definitely attend the clinic again.

A further 2% (n= 3) said they would probably attend the clinic again.

No-one said they would not attend the clinic again if they needed to.

Would you recommend this clinic to a friend?

Key findings:

92% (n= 140) would indicated they would definitely recommend this clinic to a friend.

A further 4% (n= 6) said they would probably recommend this clinic to a friend.

No-one said they would not recommend the clinic to a friend.

Please tell us how we could improve our services:

Marfleet

•Have more locations in west Hull. Could be difficult to get to if didn't have own transport.•Stock up on caps and/or diaphragms.•By giving out the questionnaire when I have had the appointment.•The only problem I had was leaving a message and not been called back, overall my experience was fine.

Highlands

•15 minutes late on appointment, not clinics fault as accident occurred locally.•Ask the health care assistants/nurses to introduce themselves and tell you what they are doing.•The staff on the reception desk as you come through the front door were very friendly and helpful, but one member of staff on other reception very rude!

Compliments received

•No need to improve a good service.•Service is good as my practice has no lady doctor.•It was really good.•Dr McCollum and Tracy very helpful and made me feel very comfortable.•Dr McCollum very helpful and polite.

•Found the consultation very caring and thorough, all questions answered. Satisfied with clinic, would recommend to others.•I am very happy and satisfied, thankful.•Really helpful, thank you.•Couldn't be improved.•It was great.•It is a really good clinic, everyone was really nice and helpful.•The service I received was excellent, the staff were all very friendly and helpful.•There are no problems with it.•No improvement is needed.•No problems at the moment as far as I can see I was satisfied.

•I didn't have any problems, so I wouldn't know.•Dr Jenni Holmquist is impeccable so please don't change anything. Service is excellent and can't be improved whilst she is here.•You couldn't!•I was given lots of information. My GP wasn't able to answer my queries in detail.•Nothing (perfect) Thank you.•The service is excellent when compared to my GP clinic.•More doctors like Dr J Brotherston, she is highly qualified, excellent attitude and you can feel that she fully takes care of you.

Next steps:

Action Person responsible

By when

Increase the number of people using the website to find information about the GPSI service

MC/MW

Amend and undertake evaluation again next year

MC/MW

Develop a distribution list from those services mentioned in the ‘how did you hear about us?’ question

Feedback to service users