Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

Medicine

Immunology Long Term Follow UP Patient Satisfaction Questionnaire

Project Leads: Dr Sarah Goddard, Consultant Immunologist Debbie Hughes, ANP - Immunology

Quality, Safety and Compliance Department: Rachael Ullmer, Clinical Audit & Effectiveness Manager Wayne Kempson, Clinical Audit & Effectiveness Facilitator

1

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

Contents Page

Section 1 – Introduction and Summary 2 1.1 Background 2 1.2 Project Aim 2 1.3 Project Objectives 2 1.5 Action Plan 3 Section 2 - Results 4 2.1 About your diagnosis 4 2.2 Advice and Support 5 2.3 Treatment Options 8 2.4 Immunology Clinic 8 2.5 Hospital Pharmacy 8 2.6 Overall Experience 8 Section 3 - Appendices 11 3.1 Patient Questionnaire 13

2

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

Section 1 - Introduction

1.1 Background The adult allergy and immunology service are two clinical services run by the Clinical Immunology Department. Both services were set up in 2010 and developed with time and the introduction of new elements such as immunotherapy and home therapy. At the request of the Respiratory Team at County Hospital a clinic was established on alternate weeks to see local allergy patients and provide follow up for local immunodeficiency and hereditary angioedema patients. Omalizumab treatment is also offered at County. In September 2017 the department aims to be accredited in both our services for Improving Quality in Allergy Services (IQAS) and Quality in Primary Immunodeficiency Services (QPIDS). Services undergo a programme of quality improvement before receiving a rigorous assessment against the IQAS standards1. Services which are shown to meet the standards are granted accreditation. This particular audit has been conducted to focus on patient satisfaction with the long term follow up of Immunology patients provided at the Royal Stoke University Hospital. The results of the audit will be used as part of QPIDS the accreditation scheme for primary immunodeficiency services in the UK.

1.2 Project Aim

To review and improve the care provided within the Clinical Immunology Department.

1.3 Project Objectives

To determine patient views on the care provided as part of the Long Term Follow Up within the Clinical Immunology Department.

To devise and implement an action plan to address any shortfalls in working practices and to improve patient experience.

1.4 Method Patient Questionnaire

Patient Sample and Data Collection

The audit took place between April and May 2017 (over a period of 6 weeks) where the questionnaire was given to patients that had been seen at the Long Term Follow Up clinics within the Cancer centre at Royal Stoke University Hospital. These patients are seen on Ward 202.

3

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

Analysis and Report Writing Analysis (using SPSS version 21) and report writing was carried out by the Quality, Safety and Compliance Department and validated according to departmental protocol.

1.5 Action Plan

Action Co-ordinator Action to be Completed By

In order to ensure that improvements are being sustained the following action will be implemented:

Access to drinks and biscuits under 4 hour wait .Patients to be reminded to pick up drink prior to setting up infusion .Water jugs to be available to all patients .

ANP D Hughes

D Hughes/Senior staff nurse Amanda Dudley

To add further questions regarding pharmacy on next PSQ.

ANP D Hughes D Hughes

References 1 Royal College of Physicians: Improving Quality in Allergy Services: https://www.iqas.org.uk/

Section 2 - Results

4

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

2.1 About your diagnosis Were you well informed of your diagnosis? (n=11)

Response Number of Cases

Yes, definitely 10

Yes, to some extent -

No 1

Do you feel you were informed of your diagnosis in an acceptable manner? (n=11)

Response Number of Cases

Yes, definitely 11

Yes, to some extent -

No -

First Consultation (for treatment) with the Immunology Team If the nurse or doctor treated you do they introduce themselves? (n=11)

Response Number of Cases

Yes, definitely 11

No -

Did the nurse or doctor make you feel welcome? (n=11)

Response Number of Cases

Yes, definitely 11

No -

Did you feel able to ask the Immunology Team questions about your diagnosis? (n=11)

Response Number of Cases

Yes, definitely 11

Yes, to some extent -

No -

Did you feel that your questions were answered in a way you could understand? (n=11)

Response Number of Cases

5

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

Yes, definitely 11

Yes, to some extent -

No -

Did you receive any information about your diagnosis? (n=11)

Response Number of Cases

Yes, definitely 10

Yes, to some extent 1

No -

How do you feel about the information you received about your diagnosis? (n=11)

Response Number of Cases

Just right 10

Too much -

Can’t Remember 1

2.2 Advice and Support Were you told who to contact for advice and support? (n=11)

Response Number of Cases

Yes 8

No 2

Can’t Remember 1

Who were you told to contact for advice and support? (n=10)* *In 1 case the question was not answered.

Response Number of Cases

Immunology Consultant 2

Immunology Nurse Specialist 3

Both 2

Can’t Remember 3

Did you have enough time to discuss your health or medical problem with the doctor / nurse? (n=11)

Response Number of Cases

6

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

Yes, definitely 11

Yes, to some extent -

No -

If you had an important question to ask the doctor / nurse did you get answers you could understand? (n=11)

Response Number of Cases

Yes, definitely 10

Yes, to some extent -

No -

I did not need to ask 1

Did you feel that your privacy was maintained? (n=11)

Response Number of Cases

Yes, definitely 11

Yes, to some extent -

No -

2.3 Treatment Options Who discussed your treatment options with you? (n=11)

Response Number of Cases

Immunology Consultant 7

Immunology Nurse Specialist -

Both 4

How would you rate the discussion on your treatment options (n=11)

Response Number of Cases

Very helpful 10

Helpful 1

Unhelpful -

Very unhelpful -

Did you feel able to ask questions about your treatment options? (n=11)

Response Number of Cases

7

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

Yes 11

No -

I had no questions -

How do you feel about the information you received about your treatment options? (n=11)

Response Number of Cases

Just right 11

Too much -

Too little -

I did not receive any information -

Who provided you with the information on your treatment? (n=11)

Response Number of Cases

Immunology Consultant 8

Immunology Nurse Specialist 1

Both 2

Did you understand your diagnosis and management plan? (n=11)

Response Number of Cases

Yes, definitely 11

Yes, to some extent -

No -

Did you feel that you were involved in your management plan? (n=11)

Response Number of Cases

Yes, definitely 10

Yes, to some extent 1

No -

2.4 Immunology Clinic How would you rate your experience of the Immunology Clinic? (n=11)

8

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

Response Number of Cases

Excellent 11

Above average -

Average -

Below average -

Poor -

2.5 Hospital Pharmacy If you collected medications from the hospital pharmacy, how would you rate this service? (n=7)* *In 4 cases the patient did not collect medications from the hospital pharmacy.

Response Number of Cases

Excellent 4

Above average 1

Average 1

Below average -

Poor 1

2.6 Overall Experience Overall – please indicate your overall experience: (n=11) I had a very poor experience

I had a very good experience

0 1 2 3 4 5 6 7 8 9 10

- - - - - - - - - 1 10

What was the best thing about your experience today in Outpatients? (n=10)* *In 1 case the question was not answered.

9

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

Staff

This is hard was greeted with a smile and made me feel relaxed.

Everyone is so helpful.

Very good consultation.

It is good to know we have a Specialist Nurse in the local hospital.

Friendly, helpful staff.

All staff were professional, friendly and efficient.

Being listened to.

Very friendly staff.

Helpful staff. Waiting Time

Seen promptly.

On time. Other/Mixed

More drinks when having treatment and then you should not be asked if you are there for 4 hours for food. Patients should be entitled to these.

Very good.

I was given results from previous tests.

No medication for Immunology collected. What could we have done better? (n=8)* *In 3 cases the question was not answered.

1

0

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

Section 3 - Appendix

Refreshments

Eligibility for lunch on the ward is based on 4 hour attendance. This isolates patients over the lunch time that doesn’t satisfy this criterion.

No drinks offered unless there over 4 hours which meant whilst attending on own, was unable to have a drink.

Drinks and biscuits should be made available to all. Other/Mixed

Nothing (x4)

Nothing could be done to improve the excellent way you are treated.

Don’t know.

Issues concerning infusions administered on Ward 202.

Insufficient nearby parking resulting in uphill walk, not always manageable by patients.

Everything was ok.

Appendix 3.1 Data Collection Form

1

1

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

1

2

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

1

3

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

1

4

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department

1

5

Immunology Long Term Follow Up Patient Satisfaction Questionnaire (PXXX_XX)

Confidential Report – Not to be copied or circulated without contacting the Quality, Safety & Compliance Department