Insights from Patient Survey 2022/2023 Presentation

Patient Survey 2022/2023 Presentation

Introduction and methodology Patient Survey 22/23 Thirteenth Patient Survey Telephone/face-to-face approach 2420 patients interviewed April 2022 to May 2023 Consistent approach for comparability Data analysis by service area

Quotas Collected within Service Areas Therapies & Rehab 679 Integrated Urgent Care 565 Nursing & Conditions/Localities 393 Integrated Sexual Health 195 Primary Care AMPS & CHPL 186 Dental Services 130 Psychological Wellbeing Services 91 Pain Management 61 Community Paediatrics & Nursing 55 Public Health 50 Carers Information & Support Service 10 Evolve Eating Disorder Service 5

Headline Results

Vast majority satisfied with overall experience. Two-thirds very satisfied NET Satisfaction Overall how satisfied were you with your overall experience? Evolve Eating Disorder Service* 100% Community Paediatrics & Nursing 100% 3%4%1% Dental Services 96% Very satisfied Public Health 96% 92% NET Satisfied with overall experience Integrated Sexual Health 95% Fairly satisfied 24% Nursing & Conditions/Localities 94% Neither Therapies & Rehab 93% Fairly dissatisfied Integrated Urgent Care 91% 67% Carers Information & Support Service* 90% Not satisfied at all Psychological Wellbeing Services 89% Primary Care AMPS & CHPL 77% Pain Management 77% Q18b. Overall how satisfied were you with your overall experience?

Satisfaction with overall experience continues to rise Overall how satisfied were you with your overall experience? NET Satisfaction over time 98% 97% 92% 91% 87% 2018/19 2019/20 2020/21 2021/22 2022/23 Q18b. Overall how satisfied were you with your overall experience?

More than 9 in every 10 likely to recommend service to friends and family How likely are you to recommend to friends and family if they needed similar care or treatment? NET Likely Evolve Eating Disorder Service* 100% 2%3%1% Carers Information & Support Service* 100% Community Paediatrics & Nursing 100% Extremely likely Dental Services 98% Likely 93% NET Likely Integrated Sexual Health 97% 33% Neither likely nor unlikely Psychological Wellbeing Services 96% Nursing & Conditions/Localities Unlikely 95% 60% Therapies & Rehab 95% Extremely unlikely Public Health 94% Don t know Integrated Urgent Care 92% Pain Management 84% Primary Care AMPS & CHPL 76% Q3. How likely are you to recommend our clinic/service to friends and family if they needed similar care or treatment?

Percentage of those likely to recommend continues to rise How likely are you to recommend our clinic/service to friends and family if they needed similar care or treatment? 96% 94% 93% 91% 86% 2018/19 2019/20 2020/21 2021/22 2022/23 Q3. How likely are you to recommend our clinic/service to friends and family if they needed similar care or treatment?

Vast majority satisfied with standard of care; almost three-quarters very satisfied Overall how satisfied were you with the standard of care and support you have received? NET Satisfaction Evolve Eating Disorder Service* 100% Community Paediatrics & Nursing 100% 3%3%1% Integrated Sexual Health 95% Public Health Very satisfied 94% 20% Nursing & Conditions/Localities 94% 92% NET Satisfied with care and support Fairly satisfied Dental Services 94% Neither Integrated Urgent Care 94% Therapies & Rehab 93% Fairly dissatisfied Psychological Wellbeing Services 88% 72% Not satisfied at all Carers Information & Support Service* 88% Primary Care AMPS & CHPL 84% Pain Management 74% Q18a. Overall how satisfied were you with the standard of care and support you have received?

Standard of care consistent with previous year Overall how satisfied were you with the standard of care and support you have received? 98% 98% 92% 92% 88% 2018/19 2019/20 2020/21 2021/22 2022/23 Q18a. Overall how satisfied were you with the standard of care and support you have received?

Positives / improvements Knowledge and competence of staff Friendly and polite staff Prompt and efficient service Effective communication Personal and caring approach Accessibility Positive outcomes Comprehensive treatment Reduce waiting times Access to appointments Improved communication Consistency of healthcare staff Improved reception staff More doctors Better technology

Other Findings

Overall, 9 in every 10 say they are satisfied with initial contact How satisfied were you with the initial contact with the service? NET Satisfied Evolve Eating Disorder Service* 100% Carers Information & Support Service* 100% 5%5%1% Community Paediatrics & Nursing 100% Very satisfied Public Health 98% 90% NET Satisfied Fairly satisfied Dental Services 95% Therapies & Rehab 93% 31% Neither Nursing & Conditions/Localities 92% 58% Fairly dissatisfied Integrated Sexual Health 90% Psychological Wellbeing Services 89% Not at all satisfied Integrated Urgent Care 88% Pain Management 79% Primary Care AMPS & CHPL 70% Q3a How satisfied were you with the initial contact with the service?

Around a third of patients contacted services via telephone How satisfied were you with the following aspects of your initial contact by telephone? NET Satisfaction/Dissatisfaction Have you contacted the service by telephone in the past 12 months? Satisfied Dissatisfied 95% Courtesy of the receptionist/person who you spoke to 4% 3% 90% Finding the relevant contact information 32% 5% Yes 87% Speaking to the person you needed to No 7% 87% Getting the information/outcome you needed Can't remember 9% 64% 84% Getting through to someone in a timely manner 11% 83% Ease of navigating the automated telephone system 9% Q4. Have you contacted the service by telephone in the past 12 months? Q4b~Q4g. How satisfied were you with the following aspects of your initial contact by telephone?

High levels of satisfaction with location, date and time. A fifth of appointments cancelled or changed Have any of your appointments been cancelled or changed to a later date in the last 12 months? How satisfied were you with the following...? NET Satisfaction/Dissatisfaction Satisfied Dissatisfied 8% 96% 95% 91% 83% 12% No Yes, 1 appointment 10% 5% 3% 2% Yes, 2 or more appointments 80% Date and time of the appointment Location Flexibility of changing date and time Booking an appointment outside of work hours Q5a~d How satisfied were you with the following... ? Q5e Have any of your appointments been cancelled or changed to a later date in the last 12 months?

Majority of patients continue to be satisfied with health professionals Thinking about the health professional that you saw. How satisfied or dissatisfied were you with the following? NET Satisfied/Dissatisfied Satisfied Dissatisfied 98% 95% 95% 93% 93% 89% 88% 87% 7% 6% 4% 4% 3% 2% 2% 1% Treating you with care and respect Amount of time spent they with you Taking your personal circumstances into account Understanding of your symptoms and involving you in decisions Organising your care with them How they controlled your pain or symptoms Involving you in putting together a personal plan Knowledge of your medical history and access to medical records Q8a~h Thinking about the health professional that you saw. How satisfied or dissatisfied were you with the following?

High levels of satisfaction with communication from healthcare professionals Thinking about the communication from the health professional. How satisfied or dissatisfied were you with the following? NET Satisfied/Dissatisfied Satisfied Dissatisfied 97% 97% 95% 94% 93% 93% 3% 3% 3% 3% 1% 1% Communicating clearly Ensuring conversations Listening to what you had to say The written information they provided Explanation of how to take/apply any medications prescribed Explanation of any medications prescribed were kept private Q10a~f. Thinking about the health professional that you saw. How satisfied or dissatisfied were you with the following?

More than 8 in every 10 say care encouraged independence and quality of life Has the care that you received supported or encouraged you to manage your condition more independently in your day to day life? Has the care that you received helped to improve your quality of life? 13% 17% Yes Yes No No 83% 87% Q12a. Has the care that you received supported or encouraged you to manage your condition more independently in your day to day life? Q12b. Has the care that you received helped to improve your quality of life?

Almost 9 in every 10 say they received the care that was agreed in their care plan If you received a personal care plan, did you get the care that was agreed? Do you agree or disagree with the following statements? Agree Disagree 12% 86% Yes 75% No 8% 15% 88% Support was available to help me manage my own health I was encouraged to set targets for managing my own health Q12c. If you received a personal care plan, did you get the care that was agreed? Q13a-b. Do you agree or disagree with the following statements?

Three-quarters satisfied with opportunities to give feedback or make a complaint Are you confident that information about you is kept securely, up-to-date and is only accessed by people directly involved in your care? How satisfied are you with the opportunities to give feedback about the service or make a complaint? If you were not happy with the service you received or had concerns, would you raise them? 2%7% 8%2%4% 85% NET Satisfied Very satisfied 6%5% Yes Fairly satisfied Yes No Neither No 53% Not sure Fairly dissatisfied 32% Don't know Very dissatisfied 89% 91% Not sure Q15 Are you confident that information about you is kept securely, up-to-date and is only accessed by people directly involved in your care? Q16 How satisfied are you with the opportunities to give feedback about the service or make a complaint? Q17 If you were not happy with the service you received or had concerns, would you raise them?

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