Results of Patient Satisfaction Survey Oct 2008

Results at a glance | Results for each question | Analysis and Action Plan

Surveys were given to all patients (both NHS and private) within the space of 2 weeks. 10 questionnaires were given out per therapist. Several therapists work both at Ashbourne and also at satellite clinics – these therapists had questionnaires distributed to patients at both places of work.

Patients were given the option to complete the forms at the clinic and leave them in a box, or to take them home, in which case they were supplied with a stamped, addressed envelope.

60 questionnaires were returned of the 90 distributed, a 67% return, which is an 11% increase on our survey of October 2007.

43 of the 70 questionnaires were returned of those distributed at Ashbourne, and 17 of the 20 from the satellite clinics, Wirksworth, Brailsford and Hilton. The survey at the satellite clinics did not include questions on the waiting area or reception staff as this would relate to issues outside the scope of the Ashbourne Physiotherapy Clinic.

Results at a glance

Results were similar and were not dependent upon which therapist the patient saw, or at which venue they were seen.

• 90.4% of responses were scored as ‘very good’ or ‘excellent’- slightly up on last year, but this year showing even more ’excellents’ overall.
• 74% of responses were scored as ‘excellent’
• 16.4% of responses were scored as ‘very good’
• 6% of responses were scored as ‘good’
• 3.6% of responses were scored as ‘acceptable’
• 0% of responses were scored as ‘poor’

Results for each question

* indicates questions asked only at Ashbourne. Results are shown as percentages. If the patient had given no response to a question, this was excluded from the calculations.

Comments received from the more open questions

Firstly, patients were asked for their 4 most important aspects from a list of 10 (or were invited to add their own idea), of a physiotherapy service. The results, shown as a percentage, were as follows:

Of the aspects highlighted above, in which areas do we particularly succeed?

• 28 said expertise of physiotherapists
• 13 said professional service
• Professional service – physio is 1st class at their job. I have had left knee, hip and spine problems but physio keeps me mobile.
• 6 said helpful reception staff
• 4 said wide variety of appointment times
• 3 said relationship with local consultants
• Relationship with local GPs
• Explanations of findings in treatment
• Short waiting list (Wirksworth)
• Easy access (Wirksworth)
• 6 said all
• All, or you would not succeed in being a professional service
• The expertise of the physiotherapist and the professional service provided is of the very highest order.
• As a regular client this is essential to maintain a high quality of life with my disability. Helpful and friendly reception staff are also important as it makes visiting the clinic a pleasure at every visit. Please continue to maintain your high standard of care for your patients.
• Having my complete trust in the physiotherapist and knowing I am getting the best quality of care and treatment.
• Good listeners and care for the patient is priority
• I think it is good having a physiotherapist at the GP’s surgery. It makes it much easier than having to get to a hospital and they are handy to discuss things with the GP if necessary.
• My physio exceeds all of the above
• I felt listened to with lots of opportunity to ask questions.
• Time to express personal difficulties/problems with health.

Which areas do you feel we could improve on?

• 26 said ‘None’, left the space blank or said satisfactory
• 10 said waiting list / sooner appointments
• Appointments in the evenings/weekends
• Appointment days/times
• Variety of appointments at Brailsford
• Increase number of physio sessions at Brailsford
• I did find having to wait a month for my first appointment rather a long time. Perhaps you need more staff. If you attend a lot of GP surgeries, one day a week doesn’t give much choice for appointments (satellite)
• Waiting list to see consultants too long, but not sure what physios could do about that.
• 3 said improved car parking
• Relationship with GP. Wish physio could have spoken to him
• Probably set some more people on like my physio who is a professional person
• Appointments on computer to enable electronic arrival for appointment
• 2 said waiting area could be improved on
• Waiting area bit cramped when full. But the good thing is patients speak to each other unlike large hospitals waiting rooms/areas, which are too large and impersonal.
• Exercises which are given for treatment could be explained better ... maybe with exercise diagrams

Would you recommend Ashbourne Physiotherapy and Sports Injuries Clinic to others?

• 32 said Yes
• 2 Yes, most definitely
• 3 said Yes, have done so already
• 2 said certainly
• I have already recommended the Clinic to several people. What is pleasing is that everyone of them has reported back that they have been delighted with the quality of care and service provided
• Yes, especially if the problem goes away!

Please add other comments you wish to make

• Thank you very much. On all my visits I was made to feel very much relaxed. Always greeted by pleasant, friendly staff.
• I feel that all the staff at the clinic work as a team and their hard work and dedication deserve praise for achieving high quality patient care.
• I found physio excellent. Very good listening skills. Helpful advice. Overall very satisfied.
• Thank you for making me feel welcome and for making me better!
• I have been extremely fortunate to access treatment quickly which has enabled me to carry on my work and manage the discomfort. Without this service there would have been a serious detriment to my well being.
• Just very helpful and give patients confidence I feel.
• I was able to make an appointment on this occasion sooner than other referrals in the past.
• Physio is good at their job – end of story!
• I was made to feel very important and my problem taken seriously.
• I have been very impressed by my treatment.
• My physio made me feel very relaxed and treated me with dignity and respect.
• Thursday is only day and although this is suitable for me, may not be for others. (comments further to variety of appointment times at Brailsford)
• Just a big thank you to all in every way.
• I am impressed by all aspects.
• I have benefited from physiotherapy, improving both my mobility and well being.
• My physio has been extremely helpful, patient and understanding.
• I am all in favour of small practices and small clinics. The standard of service is more personal and friendly. People need to be relaxed to benefit from their treatments here. Please mention to the people who plan the new medical site in Ashbourne that smaller, divided waiting rooms make it less like a cattle market for the patients, ie. cattle markets for patients are stressful and detrimental to healing and usually have very long waiting times.
• Very satisfied with treatment received throughout this episode.
• Friendly service and caring attitude make this service stand out.
• Speaks for itself
• Very friendly and helpful. Seeing consultants here is a lot better than travelling into Derby.
• Ask Council for a pedestrian crossing so I don’t get run over walking back to town.
• Just wondered if I should have had any blood test first to check I had no bone problems before physio began (satellite).

Analysis and action plan

Once again the results show that the clinic continues to give a quality service to patients from every aspect (75% of responses were ‘very good’ or ‘excellent’ and no ‘poor’ scores). There are many highly commendable comments and particularly pleasing is that 41 patients out of 43 said ‘yes’ they would recommend the clinic to others, the remaining 2 did not comment.

Interestingly, the comments on which aspects of a physio service were most valued were almost identical to last year. The results again showed physio expertise and professional service scoring highly. The individual remarks from patients are overwhelming and we are grateful for their time spent answering the questionnaires.

Action taken already:

• Introduced ‘physiotools’ software to present exercise sheets more clearly.
• Trial of Saturday clinics in Oct/Nov and will consider providing in the future.

Action to be taken:

• Publicise the results.
• Congratulate staff and continue to maintain the high standards already set – all staff will receive a copy of results and the questionnaires relating to their individual treatment.
• We will continue to strive to minimise our NHS waiting lists, provide timely appointments for all patients and maximise the comfort of our waiting area.

Lorna Short and Lynn Frost
November 2008

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