Improving Access to Psychological Therapies (IAPT) Patient Experience Questionnaire Results. 2nd Quarter

Transcription

1 Improving Access to Psychological Therapies (IAPT) Patient Experience Questionnaire Results 2nd Quarter July 2013 September 2013 Summary: 280 completed questionnaires were received during the reporting quarter an increase on the last quarter by 44. This is a response rate of 36% expressed as a measure of completed questionnaires against completed treatment episodes 98% of patients are extremely Likely / Likely to recommend steps2change. 90% reported that their wellbeing had improved following therapy? A full summary of results is shown in a performance dashboard on page 3. The comments from patients are listed from page 7 onwards steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 1

2 INTRODUCTION steps2change commenced in October 2009 as part of the Improving Access to Psychological Therapy (IAPT) programme operating throughout Chesterfield and North East Derbyshire. In April 2013 steps2change became a qualified provider to deliver psychological therapies across Derbyshire. The service is provided by Lincolnshire Partnership Foundation Trust. steps2change uses a locally amended version of the nationally agreed IAPT Patient Experience Questionnaire (PEQ). The PEQ is given to patients at the penultimate session of a course of therapy. Patients are assured of the anonymity of their comments. The PEQ allows steps2change to measure patient satisfaction, in particular the quality, efficiency and effectiveness of the services provided. The feedback received informs steps2change service development and also gives patients the opportunity to be part of voice2change the services patient involvement group. steps2change report the findings of the PEQ on a quarterly basis. The purpose of the report is to feedback levels of satisfaction amongst patients who have used steps2change to referrers, commissioners, patients and other stakeholders You Said - We did Steps2change seek to constantly deliver the highest quality care possible and part of this process is to value our patient s experience of the service and respond positively to comments received. The table below outlines recent and continuing developments in response to comments received. You Said Improve Waiting Times Increase Choice for Late Appointments Advertise Telephone number more clearer Have Bigger Groups We Did We are introducing a new clinical system which will help us to be able to monitor this more closely. In addition we are reviewing our workforce and when we have a vacancy recruit into this as soon as possible. We will be offering more appointments outside of 9am 5pm. The website has been changed to ensure the telephone number is clearer and easily seen. steps2change offer a range of group therapies, we are currently reviewing the group program Improve the reception area The reception area / entry into the building is currently being reviewed with the landlords steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 2

3 RETURNS Quarter Responses 3 rd Quarter th Quarter st Quarter nd Quarter PERFORMANCE DASHBOARD key 0-74% 75%-89% 90% > Quarter Q3 Q4 Q1 Q2 Is it extremely likely/likely that you w ould recommend this service to your your friends/family? 94% 99% 98% 98% Very Satisfied/Satisfied w ith the time w aiting for your first appointment 76% 75% 77% 86% Very satisfied/satisfied w ith the type of treatment that you received? 97% 98.5% 96% 98% Very satisfied/satisfied w ith the type of treatment that you received? 98% 99% 99% 99% Were fully involved in important decisions about their care/treatment 99% 97% 99% 99% Very satisfied/satisfied w ith the overall experience of using this service 95% 98% 97% 99% steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 3

4 Improving Access to Psychological Therapies Programme (IAPT) Question Responses 1 Did you have enough information about the service prior to your first appointment? n= 280 Yes 98% 273 No 2% 7 2 How satisfied are you with the amount of time you had to wait for your first appointment? n=280 Very satisfied/satisfied 86% 240 Neutral/Not sure 6% 16 Dissatisfied 7% 21 Very dissatisfied 1% 3 3 What was the main focus of your therapy? n=273 Depression 63% 170 Anxiety 33% 91 OCD 70% 2 Trauma 1% 3 Stress 0.2% 1 Anger 0.7% 2 Other 1.4% 4 4 Please state below which worker(s) you saw during your therapy: n=280 PWP 25% 67 CBT Therapist 39% 111 Counsellor 35% 98 IPT 0.5% 2 Mindfulness Group 0.5% 2 5 How satisfied are you with the type of therapy that you received? n=280 Very satisfied/satisfied 98% 275 Neutral/Not sure 2% 5 Dissatisfied 0% 0 Very dissatisfied 0% 0 6 How satisfied were you with the location of your therapy? n=280 Very satisfied/satisfied 97% 273 Neutral/Not sure 1% 2 Dissatisfied 2% 5 Very dissatisfied 0% 0 7 Were you satisfied with the therapist that treated you? n=277 Very satisfied/satisfied 99.5% 276 Neutral/Not sure 0.5% 1 Dissatisfied 0% 0 Very dissatisfied 0% 0 steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 4

5 8 How involved were you with important decisions about your care/therapy? n=280 With your involvement 99% Without your full involvement but with your permission 1% 9 Do you think that your wellbeing has improved following therapy? n=280 Yes 90% 251 No 10% How likely is it that you would recommend this service to friends and family? n=280 Extremely likely/likely 98% 275 Neither likely or unlikely 1% 3 Unlikely 0.5% 1 Don't Know 0.5% 1 11 How satisfied are you with the overall experience of using this service? n=280 Very satisfied/satisfied 99% 276 Neutral/Not sure 1.0% 3 Dissatisfied 0% 0 Very dissatisfied 0% 0 12 Would you like to be contacted to help support voice2change? n=280 Yes 25% 70 No 75% Where did you hear about the service? n=67 GP 97% 65 Hospital 1% 1 Online 1% 1 steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 5

6 from Question 13 Comments Would have benefitted from more sessions To have older therapists if you are older Saved my life and the quality of it I feel that with help I have made amazing progress I am so happy with the treatment I received From the first session everything was explained to me in great detail this carried on until the last session. My counsellor listened to all my problems intently and without being judgemental this made me feel able to discuss all of my deep rooted problems I would definitely come back to steps 2 change it is an amazing service the help I received was without a doubt excellent The service was exceptional * is amazing a credit to the service thank you so much All very good thanks a lot Wonderful experience exceeded all my expectations such a big change. I feel I have the power to control my feelings and to be in control again feels so very good thank you it had taken 2 weeks before I received contact since doctors referral and then approximately 4 weeks before a call to arrange appointment was made felt like too long a wait Felt comfortable and understood longer appointment time needed got answers relating to how I have been feeling Had to wait 5 months after CBT to see counsellor Absolutely brilliant hugely grateful for the help I have had steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 6

7 The service has really helped me and I wouldn t hesitate in recommending it Initially difficult to get appointment due to way allocated midday available but work full time Very happy with the service and particularly my counsellor did have a little time to wait which meant that I was not able to see someone at my very lowest point however still very satisfied with the service overall Number of sessions can seem short depending on patient needs The long wait to get to see a therapist was frustrating I am not sure about improving the service as I found it has worked well for me and I am sure for others also I enjoyed the progress I made with the support of the service and was always asked if there was anything specific I needed to discuss at the beginning of my sessions which led me to open up Could be more beneficial to have access to service over a longer period of time. Really useful techniques which were explained well and put into context of day to day life Extremely helpful discussions I feel like myself again kind and non- judgemental therapist thank you Helped me to turn my life around only wish I had come sooner everything was perfect thanks for helping me Very pleased got my life back again steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 7

8 Thank you * for your help it has been excellent and much appreciated Nothing I feel could be improved a fantastic service that has helped me an incredible amount My experience here has helped me so much and I would recommend it to anyone Valuable service very patient Initial contact was poor saw one man he left saw another woman she then referred on which took an age and I had to chase up several time I did at the outset request counselling as I had been to a counsellor before and found it very helpful Follow up session maybe after a few months to help with techniques processes used to improve every day it is easy to target these once not seeing counsellor I had/have a complex past of abuse and being unwanted therefore my stress and anxiety levels were intolerable and the counsellor had therefore a challenge on her hands. She has done a fantastic job and I am now in a totally different frame of mind. I wouldn t be here without her help This has been a really worthwhile experience much helped I had to attend steps 2 change because my husband had died. The counsellor I came to see was very nice and she helped me to understand things more and she also cared about me. her name is * and she listened to me and she helped me to come to terms to what happened steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 8

9 My therapist was extremely kind and understanding. A very caring and easy to talk to lady who helped me tremendously she deserves a medal Possibly a few more sessions would be helpful Receiving affirmation that my past life experiences have affected my adult life that it is what happened was not my fault and I was right all along - excellent counsellor Extremely grateful for the help and assistance given and I feel very satisfied Think it has really helped me move on from a difficult experience and helped me find further help I needed Might not be practicable/possible but longer sessions over a longer time frame would be very good Nothing to be improved as far as I am concerned. It has been very helpful to me No When first starting at steps2change I never imagined I would feel the way I do now. I do not know what I would have done without *** The one to one support is excellent. The obvious problem is having to wait for the first appointment when one is needing it most. The availability of appointments at my local clinic was also limiting Waiting for an appointment could be improved steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 9

10 In 6 months of seeing my counsellor I went from despair thinking my life was worth nothing to happy and content, able to deal with problems better and keep on top of things. I still have bad days but I have tools to help me cope thank you for helping me get my life back I sometimes found it difficult getting to some appointments due to work commitments At times I was challenged and taken out of my comfort zone, which I found very helpful and empowering my only issue was with the room ventilation Very good thank you Time limits * is a lovely person so easy to talk to make you feel at ease Very great service and helpful Absolutely wonderful * has helped me overcome so many problems I wouldn t be here to day without her help thank you This group has learned to cope and also to bond extremely well Buzzer would be better inside building rather than outside You are a great service steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 10

11 Both counsellor were very clear and always went over all points to make sure everyone understood Lovely friendly helpful staff who make you always feel at east and that you are not just a number For me the amount of time/sessions was not an issue but for others I think the amount of sessions would not be enough Very good service quick and efficient really helped would recommend steps to change for anyone going through a difficult time The experience for me has been life changing I have my life back and am living it to the full it has been amazing I just wish I had known about it earlier I think GPs should push it more as an option as if I had this a year earlier it would have really helped me cope with a difficult situation a much better long term support/impact compared to medication Would have liked more information about the service beforehand I can honestly say I don t think it can be improve. I think ** are a credit to the service Wonderful staff thank you so much it has been life changing ** and ** are very good at counselling I have really felt better since attending Seeing* has completely been life changing for me and my family I can hardly recognise myself and feel very grateful but initially I was referred in January and seen several months later by a PWP which had a very negative impact & unless I called & asked for & which was a big challenge for me I may have walked away and then not recovered at all.for me seeing * back in Jan 13 would have meant my recovery would have not been delayed steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 11

12 Before my therapy I was in the darkest place I have ever been now I know which direction I need to take and I feel I am improving by the day The CBT was invaluable in helping me regain control of my disorder. Working with the CBT was eye opening. Thank you I feel that I have benefited from this therapy my therapist was excellent very approachable and understanding I liked having work to do at home and felt this helped me to have some responsibility and control The length of time between initial assessment and treatment letter of notification dated before being posted out so not the full amount of time to respond Totally fab service has helped me change my life I feel free and happy thank you very much I fed back about using name labels this was taken on board Strategies were extremely useful thank you to ** I would have liked a few more sessions I did miss two due to illness and a wrong day which I was very sorry for. Maybe a sheet to show my progression from day 1 to the end would be good to see overall changes in behaviour otherwise very happy Overall I have been happy and it has helped me handle things better I have learnt how to recognise and cope with my feelings. I have been listened to and given coping skills to use in the future as well as now thank you There is nothing I would change. I feel ** changed my life. I cannot say thank you enough times for her help she is a star I found the whole experience a revelation. It has made me look at things completely differently. I had an appointment quickly after referral. My counsellor steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 12

13 was excellent and made me feel completely at ease. The reception staff are pleasant It has really changed my life Just nice to talk to someone who listened did not judge and help me with matters especially regarding my children Information prior to therapy sessions Just not right time for me I feel * was very kind and supportive. She gave me a lot of ideas of how to feel better and deal with my worry thank you I had * for my therapy sessions I found her extremely helpful she really helped me take big steps forward that I needed to do but struggled to. She had a professional but also very friendly attitude thank you Your problems actually get listened to and you are not looked at like you don t know what you are talking about. The counsellors are very understanding It was a bit formulaic at times. Perhaps I expected more from CBT more techniques etc but it did seem to help I found it very helpful and informative The telephone number - be better to phone directly. The therapist to give out cards with name on I struggled to remember her name steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 13

14 Improved Admin - issuing letters in timely fashion so groups larger. Better start timing and first one to start at 9.30 because of travelling at busiest time to Derby Rd roundabout which is stressful better timing since 9.00 start we were collected at 9.15 and 9.30 start were collected at 9.35 not introduced to members of group - leaders did but not attendees Group was very small only 2 people may have been better if a little bigger. Would also still like to have access to counselling if necessary after the course How to access the service could be advertised I have kept a worry record of various things over the last 6 weeks. Then coming in here and talking about them helped me no end. & was very kind and helpful I feel better for coming Very good My counselling has been a great help and I feel I can now go forward Excellent I would recommend this service because it has made a huge difference to my quality of life in just 5 weeks thank you just listening and feeling at ease discussing issues is so helpful Very pleased would like more time needed tea/coffee/water to drink The practitioner was great very understanding & knowledgeable. More sessions would be better to look at more strategies and get into looking at root steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 14

15 causes of problem - overall a positive experience I really appreciate all the support I have been given it has changed my life for the better Was not sure how I would react to being part of a group - fears totally unfounded. The group was led gently but firmly with highly beneficial results Would like to be able to contact further if necessary. Felt like coming weekly gave me a boost and am not sure that losing this will not push me back The group has been life changing steps to change is a BLESSING thank you ** and ** Exposure therapy really helpful and has and will in the future have a very positive effect on my life I spoke to ** I was at a point where I did not know where to turn and she was absolutely amazing. She was very patient with me and really helped. I cannot praise her highly enough for how she helped and her attitude was lovely. Very calming as I was a bit stressed * is an exceptional counsellor who I feel did her job so extremely well. She is an amazing person and steps2change is lucky to have her as part of their team. I am very satisfied with all the counselling I received thank you My experience of steps to change was extremely positive. I have gone from a state of severe depression to one of joy happiness and contentment. It was like having a life coach motivating me and guiding me with great interest and enthusiasm. I have gained new knowledge and skills for handling me most of all I have come to accept who I am and I now know freedom Really enjoyable two lovely people who ran the class steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 15

16 My therapist was sympathetic and understanding towards my feelings. My experience was successful and I will continue to use the strategies I was introduced to for as long as I need to. M I would like to be contacted regarding your workshops for anxiety/stress ** is extremely friendly and approachable and showed an understanding of my situation Enlightening I have seen other therapist in the past but I really connected with ** and that has made tackling my problem so much easier I am grateful for the understanding shown to me. * has been so patient and because of her I have looked at things in a different light I would like to thank * & for all she has done for me * was a true professional but put me at my east and I felt I could talk to her I found it very helpful Once again Steps 2change have helped me to feel better. I have learnt a lot on how to overcome problems and deal with issues in helping me to remain focussed The delay between the 1st Assessment and the commencement of therapy I have discharged myself from the service for various personal reasons. Not a reflection on the therapist as she was very good just my issues at home need resolving first I am amazed at improvement in my life directly related to a few sessions with ** I suspect I was ideally suited & ready for this help steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 16

17 it is a very good service. Would recommend it to anyone I feel that I need more consultations/therapy it should be assessed by individual needs and circumstances no two cases are the same I felt very comfortable during the sessions - it was easy to talk to the therapist The counsellor was amazing but the pre screening call & phone interview felt rather unprofessional and left a bad first impression but the counsellor was a life saver I was very pleased with the help I needed and with my counsellor The overall experience has been extremely helpful. The support I have received has been brilliant Excellent overall and most useful at a difficult time It has been wonderful and really changed a big aspect of my life - thank you steps2change NHS Talking Therapies Derbyshire IAPT 2nd Qtr 2013/2014 July 2013-September 2013Page 17