Patient satisfaction survey

by Dr Rajendran Magesh

This audit covered County Durham which has 4 clinics (2 consultants/1 nurse specialist). The purpose was to evaluate user satisfaction of the service; 43 completed questionnaires were received.

The questionnaire covered three key areas: telephone service, verbal information, and amount of time spent.

We found that 65% had made phone contact with nurse, two thirds spoke with the nurse straight away and a third had a reply within 3 days (70% received a reply within 1 day, 20% 1–2 days, 10% 2–3 days). All were very satisfied/satisfied.

Verbal information was rated very good by 80% of patients in relation to the nurse specialist, 76% for the consultant, and 58% for the hospital doctor. None rated verbal information ‘poor’ for any staff. All 43 patients were satisfied with the amount of time at consultation.

Click here to see the presentation slides for this audit

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