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Woolwich Community Health Centre
Woolwich Community Health Centre
Client Satisfaction Survey Results
November 2010Summary 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
0
50
100
150
200
250
300
WCHC WTCHC LNPO
WCHC site
Num
ber
of
surv
ey
respondents
Linwood Nurse Practitioner Office Wellesley Township Community Health Centre
Woolwich 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.
100%
0%
94%
6%
86%
14%
0% 20% 40% 60% 80% 100% 120%
Yes
No
Res
po
nse
Percentage
WCHC
WTCHC
LNPO
In 2009 95% of survey respondents were registered clients, compared with 89% in 2010.
Primary Health Care
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.
In the past 12 months I have had an appointment with other primary health care providers.
14%
0%
0%
10%
0%
18%
19%
8%
14%
0%
21%
15%
12%
7%
4%
0% 5% 10% 15% 20% 25%
Chiropodist
Registered Dietitian
Physiotherapist
Counsellor
Well Adult Nurse
Pro
vid
er
Ty
pe
Percentage
WCHC
WTCHC
LNPO
Primary Health Care
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.
The last time you were sick, were you able to get an appointment on the same day or the next day?
100%
0%
93%
7%
95%
5%
0% 20% 40% 60% 80% 100% 120%
Yes
No
Re
sp
on
se
Percentage
WCHC
WTCHC
LNPO
Primary Health Care
In the past year, did you think you waited too long to see your provider for an appointment?
0%
100%
7%
93%
7%
93%
0% 20% 40% 60% 80% 100% 120%
Yes
No
Re
sp
on
se
Percentage
WCHC
WTCHC
LNPO
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?
100.00%
0.00%
100.00%
0.00%
92.80%
7.20%
0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 120.00%
Yes
No
Re
sp
on
se
Percentage
WCHC
WTCHC
LNPO
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?
80%
20%
76%
24%
79%
21%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Yes
No
Re
sp
on
se
Percentage
WCHC
WTCHC
LNPO
For all survey respondents, 77% in 2009 and 78% in 2010 reported being aware of WCHC’s on-call service.
Primary Health Care
The response was consistent with 2009 results.
When you discuss your own health or health information with your provider, can you understand the information?
100.0%
0.0%
98.7%
1.3%
99.9%
0.1%
0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 120.0%
Yes
No
Re
sp
on
se
Percentage
WCHC
WTCHC
LNPO
Primary Health Care
Do you ever have to skip medications or treatments because of their cost, lack of transportation, etc.?
0%
100%
7%
93%
6%
94%
0% 20% 40% 60% 80% 100% 120%
Yes
No
Re
sp
on
se
Percentage
WCHC
WTCHC
LNPO
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)?
4.14.24.34.44.54.64.74.84.9
5
Provider knowsyour health
history.
Providerunderstandsyour healthconcerns.
Amount of timethe providerspends with
you.
Provider’scaring and
concern for you.
Provider'sencouragement
of you toparticipate in
your own healthcare.
Quality ofprimary health
care youreceived in thepast 12 months.
WCHC
WTCHC
LNPO
Rating Average
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?
18%
82%
18%
82%
34%
66%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Yes
No
Re
sp
on
se
s
Percentage
WCHC
WTCHC
LNPO
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)?
3.9
4
4.1
4.2
4.3
4.4
4.5
4.6
4.7
Quality of programs Time programs are offered
WCHC
WTCHC
LNPO
Rating Average
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?
100%
0%
71%
29%
86%
14%
0% 20% 40% 60% 80% 100% 120%
Yes
No
Re
sp
on
se
Percentage
WCHC
WTCHC
LNPO
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?
33%
67%
59%
41%
51%
49%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Yes
No
Res
ponse
Percentage
WCHC
WTCHC
LNPO
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?
84%
16%
0%
0%
80%
20%
0%
0%
88%
15%
2%
1%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Very
Somewhat
A little
Not at all
Res
po
nse
Percentage
WCHC
WTCHC
LNPO
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?
100%
0%
92%
8%
82%
18%
0% 20% 40% 60% 80% 100% 120%
Yes
No
Re
sp
on
se
Percentage
WCHC
WTCHC
LNPO
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?
100%
0%
99%
1%
98%
2%
0% 20% 40% 60% 80% 100% 120%
Yes
No
Re
sp
on
se
Percentage
WCHC
WTCHC
LNPO
The 2010 results are consistent with 2009 results with 99% reporting yes in 2009 and 98% reporting yes in 2010.
General Operations
Do you experience any barriers to using our programs and/or services?
0 2 4 6 8 10 12
Language
Physical access
Hours
Cost for FitnessClasses
Transportation
Type o
f barr
ier
Actual number of clients who report a barrier
WCHC
WTCHC
LNPO
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?
89%
11%
95%
5%
99%
1%
0% 20% 40% 60% 80% 100% 120%
Yes
No
Re
sp
on
se
Percentage
WCHC
WTCHC
LNPO
The 2010 results were consistent with the 2009 results with 97% reporting yes.
General Operations
If the health centre were to extend its hours, which options would you prefer?
56%
31%
25%
6%
14%
39%
61%
20%
18%
43%
39%
20%
0% 10% 20% 30% 40% 50% 60% 70%
Every weekday open at8:30 a.m.
Sat. 10:00 a.m. - 1:00p.m.
Additional evening hours
Sat. 1:00 p.m. - 4:00 p.m.
Res
po
nse
(so
me
resp
on
den
ts c
ho
se
mo
re th
an o
ne
op
tion
)
Percentage
WCHC
WTCHC
LNPO
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?
95%
5%
0%
0%
89%
9%
1%
0%
88%
11%
1%
0%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Very
Somewhat
A little
Not at all
Res
po
nse
Percentage
WCHC
WTCHC
LNPO
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
If you had a comment, suggestions or concern about our services, how would you like to deal with it?
75%
25%
0%
70%
30%
0%
73%
26%
11%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Talking to staff
Feedback Box
Talking or writing to amanager
Re
sp
on
se
(s
om
e r
es
po
nd
en
ts
ch
os
e m
ore
th
an
on
e r
es
po
ns
e)
Percentage
WCHC
WTCHC
LNPO
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.