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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 • • • • 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: • • • • • • Countess of Chester Cardiothoracic Centre Liverpool Women’s North Cheshire Southport & Ormskirk St Helens & Knowsley Diagnosis • • • • • 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 • • • • • 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]