The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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

Medicine

The Service Provided by the Allergy Clinic Team

Patient Satisfaction Questionnaire

PROJECT REPORT PUBLISHED - MAY 2017

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

Quality, Safety and Compliance Department: Rachael Ullmer, Clinical Audit & Effectiveness Manager Tom Williams, Clinical Audit & Effectiveness Facilitator

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The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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

Contents Page

Introduction 2 Background 2 Project Aim 2 Project Objectives 2 Conclusion 3

Action Plan 4 Results 5 Appendix 10

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The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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

Introduction

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. The new building was opened in 2013 and the allergy service has been run from the outpatients 3 department since then. Dr Sarah Goddard and ANP Angela Cooper have worked together within the Allergy service and have recently being joined by ANP Debbie Hughes in December 2016 with a new Consultant starting in May 2017. 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 Allergy service provided at the Royal Stoke University Hospital as part of IQAS the accreditation scheme for adult allergy services in the UK. This audit will be undertaken yearly to ensure we continue to meet the high criteria set by IQAS but also provide the best service to our allergy and immunology patients. We are undertaking separate audits for QPIDS the accreditation scheme for primary immunodeficiency services in the UK.

Project Aim

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

Project Objectives

To determine patient views on the care provided by the Allergy Service within the Clinical Immunology Department.

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

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The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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

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 Allergy clinic all day on Tuesday and Thursday mornings within the Outpatients department at Royal Stoke University Hospital.

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.

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The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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

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:

The issue of long waiting times to be seen in the Allergy clinic will be addressed with a new clinic template from 9th June 2017 and increased outpatients slots in Allergy. Review in September 2017.

S.Goddard September 2017

Inappropriate referral to Allergy. We are currently working on the UHNM Allergy and Immunology Website to ensure information provided on the investigations offered within our service. New website July 2017

S.Goddard / Nursing team

July 2017

Ensure clinical governance around patient data. Copy of PSQ to be sent to lead members of the team- IG issue to be raised and plan implemented

D.Hughes/ Respiratory Physiology

May 2017

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

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The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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

1. How long have you waited for your appointment (since you were referred by your GP or A&E)? (n=43)

Response Number (%) of Cases

1-3 months 25 (58.1%)

3-6 months 9 (20.9%)

6-8 months 7 (16.3%)

Longer than 8 months 2 (4.7%)

2. How long after the stated appointment time did the appointment start? (n=43)

Response Number (%) of Cases

Seen on time or early 30 (69.8%)

Waited up to 15-30 minutes 10 (23.3%)

Waited 30-60 minutes 3 (7.0%)

More than 60 minutes -

3. If the nurse or doctor treated you do they introduce themselves? (n=43)

Response Number (%) of Cases

Yes, definitely 43 (100%)

No -

Don’t know/Can’t remember -

4. Did the nurse or doctor make you feel welcome? (n=43)

Response Number (%) of Cases

Yes, definitely 43 (100%)

No -

Don’t know/Can’t remember -

Results

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The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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

5. If you had any treatment e.g. skin prick testing, was it explained to you by the doctor/nurse/person carrying out the test? (n=25)* *In 18 cases this question was not applicable

Response Number (%) of Cases

Yes, definitely 20 (80.0%)

Yes, to some extent 2 (8.0%)

No 3 (12.0%)

6. Did you have enough time to discuss your health or medical problem with the doctor/nurse? (n=43)

Response Number (%) of Cases

Yes, definitely 42 (97.7%)

Yes, to some extent 1 (2.3%)

No -

7. If you had an important question to ask the doctor/nurse did you get answers you could understand? (n=42)* *In 1 case this question was not answered

Response Number (%) of Cases

Yes, definitely 37 (88.1%)

Yes, to some extent 2 (4.8%)

No 1 (2.4%)

I did not need to ask 2 (4.8%)

8. Did you feel that your privacy was maintained? (n=43)

Response Number (%) of Cases

Yes, definitely 41 (95.3%)

Yes, to some extent 2 (4.7%)

No -

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The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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

9. Did you understand your diagnosis and management plan? (n=43)

Response Number (%) of Cases

Yes, definitely 40 (93.0%)

Yes, to some extent 2 (4.7%)

No 1 (2.3%)

10. Did you feel that you were involved in your management plan? (n=42)* *In 1 case this question was not answered

Response Number (%) of Cases

Yes, definitely 41 (97.6%)

Yes, to some extent 1 (2.4%)

No -

I did not wish to be involved -

11. Overall – please indicate your overall experience: I had a very poor experience

I had a very good experience

0 1 2 3 4 5 6 7 8 9 10

- - - 2.3% - - - 2.3% 16.3% 9.3% 69.8%

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The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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

12. What was the best thing about your experience today in Outpatients? (n=27) Staff

“Reception staff and doctor were very friendly and professional.”

“How helpful and kind staff are and the understanding of my condition.”

“Staff friendly and professional.”

“Friendly doctor; didn't feel rushed.”

“How nice the doctor was.”

“*Named staff member* was very friendly and kept me informed.”

“*Named staff members* have provided excellent care. Nothing has been too much trouble - from arranging last minute appts & telephone referrals/queries from both myself and GP. Outstanding care from start to finish”

“Helpful doctor, explained the process well.”

“I was seen promptly and the consultant was very pleasant and answered all my questions very professionally.”

“Lovely nurse, very helpful.”

“Despite the time involved with the tests it was well informed, very nice people and the hospital well kept. 10/10.”

Outcome

“The outcome.”

“A definite way forward with my condition seemed evident.”

“Clear and concise explanation”

“All explained.”

“The explanation of my problems was clear and comprehensive.”

“Good explanation and reassurance about condition. Pleasant surroundings. Will come again!”

“It gave me insight into my problems. Excluded things that I thought may have caused problems.” Waiting Time

“Not too long to wait. Treatment/Tests explained.”

“Not waiting long. Thank you.”

“Seen quickly”

“Quick as didn't have to wait long but given plenty of time to discuss issues very friendly and helpful nurse.”

Other/Mixed

“Seen promptly. Doctor was helpful and explained treatment options.”

“Fantastic - how quick service was! Extremely polite doctor. Thank you.”

“Collected personally rather than just paged.”

“It is a quiet day in Outpatients everything is running on time, relaxed and organised. All my weekly visits have been fine.”

“I felt comfortable.”

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The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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

13. What could we have done better? (n=20)

“All fine.”

“Nothing.” (n=7)

“Nothing. Have a lovely day.”

Waiting time

“From referral to being seen was 8 months-9 months.”

“Halve the waiting time.”

“Nothing in this department. Shorter waiting time for the appointment since the referral.”

Appointments

“Clinic cancelled last week I was not informed. Still no letter received. No letter received for today's

appointment, I had to chase up myself.”

“IT appointment system seems slow in exit. Have had to wait for next appointment time some time

while staff member "battles the system!"”

“Felt that the appointment was disappointing as we did have an outcome and was told that we didn't

need to be referred to the allergy consultant.”

Additional facilities/information

“A water station could be installed in the waiting area although there is one in the next section.”

“Free hot drink.”

“Map of car parks and outpatients”

Other/Mixed

“The staff member who did the skin prick test was not friendly at all. And while I was in the testing

room a man's spirometry results/personal details came on a computer and stayed there. I feel his

privacy was compromised, which made me lose faith in how confidential my information would be

kept too.”

“Blood test waiting. Nurses just standing and talking about night out.”

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The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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

Appendix

Item 1 – Data Collection Form

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The Service Provided by Allergy Clinic Team Patient Satisfaction Questionnaire (PXXX_XX)

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