Audiology Patient Satisfaction Survey April 2015

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1 Introduction Audiology Patient Satisfaction Survey April 2015 This report contains the results of the Adult Audiology patient satisfaction survey. A self completion questionnaire was handed out to patients and returned in a pre-paid envelope or posted in a collection box. A total of 61 completed questionnaires were returned. Summary of Results 90% of respondents found it easy to book their audiology appointment and 92% said they had enough choice in relation to their appointment date and time. 95% of respondents found the location of the clinic convenient. 98% of respondents stated that a member of staff definitely explained what would be done during the appointment. 97% of respondents said they definitely had enough time to discuss any questions / queries they had. 89% of respondents said they definitely felt involved in decisions about care and treatment. 85% of respondents definitely felt they had benefited from wearing their hearing aid. All respondents said they were definitely treated with dignity and respect and 96% said they were definitely treated with care and compassion. 90% of respondents rated the overall level of care as excellent with all remaining respondents rating it as good. 97% of respondents would definitely recommend the service to friends and family if they needed similar care / treatment. Equality Data All respondents were adults over the age of 50 identified as having a hearing impairment. All respondents identified as white British. All respondents identified as heterosexual.

2 Results by question What type of appointment are you attending for today? Which clinic are you attending? Did you find it easy to book your audiology appointment? Comments from patients who did not find the process easy: Recently yes but prior to this appointment it was very difficult - booking staff do not appear to understand audio needs. Previous appointments/rescheduling appointments - passed from main switchboard to audiology to appointments - still didn't speak to anyone who could help. Have e- mailed and left messages and eventually someone returned my calls. I called audiology to book an appointment - an answer phone took my message but no-one called back to tell me I was using the wrong appointment number. Review meeting was organised via telephone. The GP I went to was very dismissive of how an ENT /Audiology department could help me.

3 Did you have enough choice in relation to your appointment date / time? How did you travel to your appointment? Did you find the location of the clinic convenient? Did you experience any problems with access to the clinic? Comments in relation to booking appointments and clinic location (all relate to Macclesfield): No bother - because I had been to the Hub on a previous occasion. The audiology department is for me ideally situated next to my doctors - parking is no problem. Very good location - close to bus station - within walking distance. I felt I really had to fight for a referral to see an ENT consultant and audiologist as the GP I saw thought he knew better - how wrong he was! Clinic location - very central and good. Very convenient. As I live in Mobberley, Knutsford would be far easier but it is difficult to obtain an appointment. Macclesfield - not familiar with Macclesfield Town Centre access - traffic very busy.

4 I think the clinic is too far out - the staff were the best, so helpful and kind. I sometimes go by train to the clinic and it can be a problem getting a time for the appointment to fit train times - the staff have done their best for me. It would be helpful to indicate convenient parking for the clinic. Was dropped off by son-in-law at Hub - otherwise carparking too far away to walk. 15 minutes wait. Sometimes long wait for appointments. Were the surroundings in the waiting area. Were you seen on time for your appointment? Did a member of staff explain what would be done during your appointment? Were you given enough time to ask any questions or discuss any queries you may have had?

5 If you required any tests were you given an explanation as to how these tests would be carried out? NB: Calculated out of those respondents requiring tests Were the results of your hearing test explained in a way that was easy to understand? NB: Calculated out of those respondents requiring tests Did you feel involved in decisions about your care and treatment? When you left your appointment were you clear what would happen next e.g. follow up needed, no further action etc.? If your hearing aid has required a repair did you find it easy to request this? Eleven patients stated that their hearing aid had required a repair. All but one of these patients stated that they had found the repair easy to request. The one patient that experienced a problem said that this was due to the fact that the booking staff seemed unable to understand his audio needs and who he needed to be referred to. He was booked in to see a technician when in fact he needed to see the audiologist. Do you find it easy to obtain replacement batteries for your hearing aid? All respondents who needed to obtain replacement batteries (42) found it easy to do so.

6 On average, how many hours a day do you wear your hearing aid? Do you feel that you have benefited from wearing your hearing aid? Do you feel that you were treated with dignity and respect? Do you feel that you were treated with care and compassion? How would you rate the level of care you have received from the audiology service?

7 Would you recommend our audiology service to friends and family if they needed similar care / treatment? Why did you choose East Cheshire NHS Trust for you audiology appointment? Other comments include: It was recommended to me. I have tried private hearing aids but they were not successful. Quick and suitable appointments. I am not sure. What has pleased you most about your experience of the service? Key themes focus on the staff (pleasant, friendly etc.), the efficiency of the service and the benefits received from the provision of hearing aids. My audiologist, Jane, was extremely helpful and very pleasant. Attentiveness of all staff to my question. Helen was very pleasant and helpful. The friendly help and kindness and being seen on time. Very pleasant operator who allayed any fears of having to have a hearing aid. Friendly. The care and compassion of everyone at the centre especially Zoe the audiologist. An excellent audiologist - Jane - who took her time and explained everything to me. The professional approach and the caring attitude shown to me by Jane left nothing more to be desired - this lady is a great ambassador for the service. Speed and efficiency - very pleasant staff. Everyone was very pleasant and everything done was for my benefit - Jane was especially considerate. The audiologist on my last appointment was very good at explaining things. The service I get from my audiologist is very helpful, caring and positive.

8 Friendly and experienced staff. Pleasant staff and respect. Very friendly and helpful. Thoroughness and efficiency of practitioners. Pleasant attitude. Careful competent practitioners - excellent product which makes an enormous difference in my work and social and family life. Mu audiologist is fantastic - she explains everything and understands the problems with my ears. Jane Bagley - she went that extra mile and treated me with dignity and nothing seemed too much trouble to her - she deserves recognition. How kind everyone was to me. Jane was very helpful in explaining the procedures and options available and putting me at ease. Zoe the audiologist was friendly and well informed - she put me at ease explaining how and why for each different test - I felt assured that nothing was too much of a problem. The audiologist Nicola (a locum) was superb - she immediately understood the long standing problems I had - she was able to retune accurately which was very refreshing. Nicola Tattersall very professional and patient. I found the members of staff very helpful, very competent and caring. Excellent superb Jane Bagley explained everything - she was caring and made me feel very comfortable. I found the whole experience very efficient. The efficient caring service. A quick response to the request for an appointment for a hearing test and provision of a hearing aid. Appointments have been very punctual. Did not have to wait long when eventually was able to get an appt instead of being passed to and fro. How quick and easy it was to make an appointment. I think what has pleased me the most is how quickly I was sorted out with a hearing aid once I was referred to audiology. Prompt service. Very efficient. Speed of appointment. Wearing my hearing aid. To feel the benefits of having a hearing aid. Hearing aids work well and are comfortable. Willingness to achieve excellence - irrespective of how many visits it takes to finetune the hearing aids. The hearing aids provide a much better quality of life. The ability to be able to hear. Convenient. Good explanations. Pleasant reception - on time - plenty of information.

9 Very good service at front desk. Very helpful. This last appointment solved the retuning issues that the previous audiologist failed to put right, with the exception of Nicola and Ruth Wilson. Everything. Easy and helpful. Everything. Easy access - great service. The attention and detail in carrying out diagnosis of a difficult ear. Came on my own - volunteer driver - very pleasant young lady put me completely at ease -very efficient - thank you. Good. Very good attention. As a hearing impaired adult is there anything we could do to improve the service? Ensure booking staff and audiologists understand the needs of the individual. Explain and not rely on the booklet for information. Explain the level of adjustment on the aid from the outset - full on - level 4 or 5 - is too much as first. Get the appointment system better organised. If a hearing test is required because aids are old - then an appointment should be made. Problems re initial and referral appointments. Reduce waiting time for tubes and audiologist - 6 weeks is a long time for replacement tubes that only takes minutes to sort out I have Meniere s disease and hence a lot of problems with hearing. I need regular checks - don t receive them. It is advantageous to clients and staff to be seen by same audiologist - saves time and client's needs are better understood. More appointments to be available at the Wilmslow clinic. On some visits there have been glitches with your computer - no fault of the staff. The room that I was seen in had a background noise that was a problem. Try and educate some GP s that the audiology department can do more for people suffering from tinnitus than what they think. As an arthritis sufferer I would ask for chairs with arms in the consulting rooms.

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