Diabetic Retinopathy Screening Service Patient Satisfaction Survey February 2017

Transcription

1 Diabetic Retinopathy Screening Service Patient Satisfaction Survey February 2017 Introduction This report contains the results of the Diabetic Retinopathy Screening Service (DRSS) patient satisfaction survey. Patient satisfaction surveys and pre-paid envelopes were posted to a random sample of patients who had attended for screening. A total of 38 surveys were returned giving a response rate of 38%. Where possible results are shown in comparison to previous surveys undertaken in 2011 and Summary of Results 97% of respondents found the patient information leaflet sent with the appointment letter easy to read and all found it easy to understand. 92% of respondents stated that there was enough choice of opticians who could provide the screening and 95% were able to book an appointment at a time convenient to them. All respondents stated that the opticians were organised and prepared for their test. 97% of respondents received an explanation of why the test is necessary and 100% received an explanation as to how the test would be carried out all respondents stated that they understood all the explanations they received. 100% of respondents said that their results letter was easy to read and easy to understand. Only 14% of respondents needed to contact the administration centre and all found it easy to do so. 95% of respondents stated they were definitely treated with dignity and respect. 92% of respondents said they were definitely treated with care and compassion. 86% of respondents rated the overall level of care received as excellent with all remaining respondents rating it as good. Equality Data When looking at the data by equality category patients with a disability were less positive in relation to being treated with dignity and respect (71% stated definitely vs 95% overall) and treated with care and compassion (71% stated definitely vs 92% overall). However it should be noted that the figures for patients with a disability are based on the responses of eight patients only.

2 Results by Questions Before your appointment Did you find the invitation letter easy to read and understand? Easy to read Easy to understand Did you find the accompanying information leaflet(s) easy to read and understand? Easy to read Easy to understand Was there enough choice of opticians who could provide the screening service?

3 How easy was it to book a timely appointment at the opticians for your screening? Were you able to book an appointment at a time convenient to you? Your appointment Which opticians did you attend? Boots Jane Barker Boots in Chester Mullens Chester Boots Macclesfield Optisaver Northwich Boots Macclesfield Siddalls Opticians, Chester Boots Macclesfield Skilbecks E. Port Boots Northwich Specsavers (Northwich) Boots Opticians Ellesmere Port Specsavers Winsford Cats Taylors, Winsford Cheshire Consulting Centre Taylors, Winsford Clare & Illingworth Knutsford Thompsons, Congleton Clare & Illingworth Wilmslow Vision Express Crewe Francis Opticians, Malpas Wheeldon Opticians, Wilmslow Hortons, Cheshire No response x 13 Did you find physical access to the opticians easy?

4 Were the opticians organised and prepared for your test? Were you given an explanation as to why the test is necessary? Were you given an explanation as to how the test would be carried out? Did you understand the explanations you were given? After your appointment Did you receive your results by letter?

5 Did you find the results letter easy to read and understand? Easy to read Easy to understand Have you ever needed to contact the diabetic eye screening administration centre (detailed on the top of your results letters)? If yes, did you find the team helpful? All patients that contacted the centre found the team helpful. Were you referred to the Eye Clinic following your screening? Two respondents were referred to the Eye Clinic following screening. Overall Do you feel that you were treated with dignity and respect?

6 Do you feel that you were treated with care and compassion? How would you rate the level of care you have received from the diabetic retinopathy screening service? What has pleased you most about your experience of the service? As glaucoma is in the family I attend the opticians yearly, so I am very familiar with eye testing. My optician always is excellent. Being seen by the same optometrist, keep a level of continuity. Easy to book, all explained OK. Easy to get an appointment. Everything was explained step by step. Made to feel comfortable by the optician. Easy, simple, efficient, local, easy parking. Efficient service. Efficient service. Everything runs very smoothly. Everything. I know what I needed to know. It keeps me up to date as knowing my eyesight is still alright. Reassurance. Speed of service. The reassurance that my positive results have given me, and the knowledge that any abnormalities will show up early, enabling me to have appropriate treatment. The service provided is of a high quality and met all my expectations. Thompson very good all round. Very happy with the optician I attend yearly. No issues. Warm friendly service. Whole experience flowed.

7 What could we do better? There are no customer toilets which has been a huge problem on a couple of occasions due to certain aspects of my medical problems, and when my appointment was delayed. Availability of appointments - rang for appointment in August '16, eventually given appointment for November 15th '16. More opticians able to do the screening process. More practitioners, meaning less waiting time. At my screening I had to wait 3/4 hr after drops administered on top of time for them to take effect. Sidalls, Chester Boots, Macclesfield Boots, Ellesmere Port Boots, Macclesfield