SOUTH MANCHESTER PRIVATE
CLINIC PATIENT SURVEY
Background
The South Manchester
Private Clinic invites every in-patient to complete a questionnaire
to express their views on their experiences whilst they are under
the care of the Clinic’s staff. The aim of the questionnaire
is to highlight any shortfalls in the quality of care received
by patients. This enables the management to take corrective action
where the Clinic has failed to meet the standards it endeavours
to achieve, and also provides indications as to how the patient
experience can be improved.
The Questionnaire
The questionnaire consists
of twenty one questions, covering patients' experiences with the
medical and administrative staff, the information provided, catering,
and patients' expectations. The questions are all multiple-choice,
and it is frequently appropriate for a patient to tick more than
one box. The percentages given for each answer in the following
tables do not, therefore, total 100%. There is a space at the
end of each section in which patients are requested to explain
adverse responses, and an additional section at the end for them
to give further comments. Nearly all the questionnaires are completed
in the clinic shortly before or after discharge.
A summary of the questionnaire
responses is reported to the Board of Management each month, together
with patients’ comments.
The Survey
This is the first published
annual survey. The response rate was disappointing, with only
4.3% of all in-patients responding.
A. Consultation and Assessment
In addition to the
questions, 19 patients made comments on this aspect of the service.
All of these (7.8% of total sample) were categorised as unfavourable.
A1. Was the consultation and assessment
doctor
| Answer |
No.
of replies |
Percentage |
| Helpful |
162 |
66% |
| Polite |
98 |
40% |
| Efficient |
76 |
31% |
| Other |
3 |
1% |
| No Answer |
33 |
13% |
A2. Were the
nursing staff
| Answer |
No.
of replies |
Percentage |
| Helpful |
169 |
69% |
| Polite |
108 |
44% |
| Efficient |
77 |
31% |
| Other |
1 |
0% |
| No Answer |
35 |
14% |
A3. Was the examining
doctor
| Answer |
No.
of replies |
Percentage |
| Helpful |
144 |
59% |
| Polite |
93 |
38% |
| Efficient |
83 |
34% |
| Other |
9 |
4% |
| No Answer |
36 |
15% |
A4. Were the
administrative staff
| Answer |
No.
of replies |
Percentage |
| Helpful |
147 |
60% |
| Polite |
107 |
43% |
| Efficient |
75 |
30% |
| Other |
3 |
1% |
| No Answer |
41 |
17% |
A5. How would
you rate your session
| Answer |
No.
of replies |
Percentage |
| Excellent |
95 |
39% |
| Good |
78 |
32% |
| Fair |
23 |
9% |
| Poor |
10 |
4% |
| No Answer |
44 |
18% |
B. Before And
After Operation
In addition to the
questions, 5 patients made comments on this aspect of the service.
Of these, 2 (0.8% of total sample) were categorised as unfavourable.
B1. Were the
reception and admission staff
| Answer |
No.
of replies |
Percentage |
| Helpful |
192 |
78% |
| Polite |
128 |
52% |
| Efficient |
84 |
34% |
| Other |
5 |
2% |
| No Answer |
7 |
3% |
B2. Were the
nursing and auxiliary staff
| Answer |
No.
of replies |
Percentage |
| Helpful |
214 |
87% |
| Polite |
127 |
52% |
| Efficient |
96 |
39% |
| Other |
2 |
1% |
| No Answer |
6 |
2% |
B3. Was the information
on your care
| Answer |
No.
of replies |
Percentage |
| Excellent |
193 |
78% |
| Good |
47 |
19% |
| Fair |
5 |
2% |
| Poor |
1 |
0% |
| No Answer |
10 |
4% |
B4. How would
you rate your care
| Answer |
No.
of replies |
Percentage |
| Excellent |
195 |
79% |
| Good |
31 |
13% |
| Fair |
8 |
3% |
| Poor |
1 |
0% |
| No Answer |
16 |
7% |
C. In The Operating
Suite
In addition to the
questions, 24 patients made comments on this aspect of the service.
Of these, 6 (2.4% of total sample) were categorised as unfavourable.
C1. Was the nurse
who escorted you to theatre
| Answer |
No.
of replies |
Percentage |
| Kind and Helpful |
213 |
87% |
| Informative |
53 |
22% |
| Other |
3 |
1% |
| No Answer |
17 |
7% |
C2. Was the surgeon
| Answer |
No.
of replies |
Percentage |
| Kind
and Helpful |
169 |
69% |
| Informative |
43 |
17% |
| Other |
23 |
9% |
| No Answer |
36 |
15% |
C3. Was the anaesthetist
| Answer |
No.
of replies |
Percentage |
| Kind and Helpful |
176 |
72% |
| Informative |
52 |
21% |
| Other |
11 |
4% |
| No Answer |
30 |
12% |
C4. Were the
theatre nursing staff
| Answer |
No.
of replies |
Percentage |
| Kind and Helpful |
193 |
78% |
| Informative |
38 |
15% |
| Other |
12 |
5% |
| No Answer |
31 |
13% |
C5. How would
you rate your care
| Answer |
No.
of replies |
Percentage |
| Excellent |
185 |
75% |
| Good |
27 |
11% |
| Fair |
8 |
3% |
| Poor |
1 |
0% |
| No Answer |
26 |
11% |
D. In The Recovery
Room
In addition to the
questions, 1 patients made comments on this aspect of the service.
This was categorised as unfavourable.
D1. When you
came round, were the nursing staff
| Answer |
No.
of replies |
Percentage |
| Kind and Helpful |
221 |
90% |
| Adequate |
6 |
2% |
| Poor |
0 |
0% |
| No Answer |
19 |
8% |
D2. How would
you rate your care
| Answer |
No.
of replies |
Percentage |
| Excellent |
193 |
78% |
| Good |
31 |
13% |
| Fair |
4 |
2% |
| Poor |
0 |
0% |
| No Answer |
18 |
7% |
E. Refreshments
In addition to the
questions, 33 patients made comments on this aspect of the service.
Of these, 13 (5.3% of total sample) were categorised as unfavourable.
E1. Was the quality
of meals/refreshments
| Answer |
No.
of replies |
Percentage |
| Excellent |
53 |
22% |
| Good |
119 |
48% |
| Fair |
32 |
13% |
| Poor |
9 |
4% |
| No Answer |
33 |
13% |
F. On Discharge
In addition to the
questions, 27 patients made comments on this aspect of the service.
Of these, 2 (0.8% of total sample) were categorised as unfavourable.
F1. Were the
nursing staff and doctor
| Answer |
No.
of replies |
Percentage |
| Kind and Helpful |
197 |
80% |
| Adequate |
9 |
4% |
| Other |
2 |
1% |
| No Answer |
39 |
16% |
F2. Were you
sufficiently informed throughout your visit
| Answer |
No.
of replies |
Percentage |
| Yes |
200 |
81% |
| No |
4 |
2% |
| No Answer |
42 |
17% |
G. Overall
In addition to the
questions, 15 patients made comments on this aspect of the service.
Of these, 4 (1.6% of total sample) were categorised as unfavourable.
G1. Did the manner
in which you were treated meet your expectations
| Answer |
No.
of replies |
Percentage |
| Yes |
202 |
82% |
| No |
11 |
4% |
| No Answer |
33 |
13% |
H. Other
In addition to the
above questions patients were invited to make any further comments
they felt might be helpful to the clinic in improving their service.
74 patients made such comments. Of these, 27 (11.0% of total sample)
were categorised as unfavourable.
Conclusion
Overall the Clinic
appears to have performed well, with only 4% of respondents saying
that the manner in which they were treated did not meet their
expectations. However, the disappointing response rate may indicate
that the questionnaire is not patient-friendly. Accordingly the
design of the questionnaire and the protocol for its distribution
to patients are currently under review with a view to improving
matters.
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