Cotswold Fertility Unit Patient
Satisfaction 2015
Division:
Women and Children
Site
COTSWOLD FERTILITY UNIT
(CFU)
Local Survey Lead:
Mrs Kalpana Reddy FRCS, FRCOG
Report Completion Date:
17th November 2015
Compiled by:
Mrs Kalpana Reddy, Director of
CFU & Miss. Mina Allen, Lead
Fertility Nurse
Contents
Section Title
1
Aim
2
Introduction
3
Methodology
4
Executive Summary
Subtitle
What went well
What could be
improved
5
Review & Dissemination
6
Action Plan: Improving
Patient Experience
7
Monitoring of Action Plan
8
Appendices
A: Copy of
questionnaire
B: Table of findings or
graphs
C: Qualitative data
Page
1 Aim
The main aim for carrying out this survey was to measure patient feedback
relating their experience during their visit to the Cotswold Fertility Unit. The
objective was to use the feedback in order to inform any changes needed to
improve the service.
2 Introduction
The target group for this survey were patients who visited the Cotswold Fertility
Unit at Lansdown Lodge, Cheltenham.
This survey was also conducted during July – October 2015 and the results from
this are in parenthesis
3 Methodology
Respondents were asked to complete the questionnaire at their follow up
appointment having completed their IVF cycle and were given the opportunity to
provide qualitative comments within the questionnaire on their experience during
their treatment.
Respondents were asked to put completed questionnaires into a collection box in
the waiting area or at reception.
The survey took place during July - October 2015
72 responses were returned
4 Executive Summary
100% of respondents would recommend CFU to their friend or family
At the appointment
99% rated the opportunity to ask questions as either perfect and very
satisfied and 1% felt they were just satisfied.
99% rated the privacy, dignity and respect when discussing treatment &
attending appointments as perfect and very satisfied.
97% of respondents rated punctuality of staff for appointments as perfect
& very satisfied and 3% were just satisfied.
100% of respondents rated the manner and attitude of medical staff as
either excellent or good.
100% of respondents rated the manner and attitude of nursing staff as
either excellent or good.
Overall
100% of respondents would recommend CFU to their friend or family
100% of respondents rated the manner and attitude of medical staff as
either excellent or good.
100% of respondents rated the manner and attitude of nursing staff as
either excellent or good.
Would you recommend The CFU to a
friend or family?
NO
YES
0%
20%
Answer Choices
yes
no
40%
60%
80%
100%
120%
Responses
100.00%
72
0.00%
0
How would you rate the manner and
attitude of the medical staff in the Clinic?
Answered: 71 Skipped: 1
Poor
Good
Excellent
0.00%
Answer Choices
excellent
20.00%
40.00%
60.00%
80.00%
100.00%
Responses
90.14%
64
good
9.86%
7
poor
0.00%
0
How would you rate the manner and
attitude of the nursing staff in the unit?
Answered: 72 Skipped: 0
Poor
Good
Excellent
0.00%
Answer Choices
20.00%
40.00%
60.00%
80.00%
100.00%
Responses
Excellent
87.50%
63
Good
12.50%
9
Poor
0.00%
0
5 Review & Dissemination
Mrs Kalpana Reddy, Clinical Lead for fertility will lead the dissemination of the report.
The Trust group will involve Mrs Kalpana Reddy, Mr Paul Byrne, Mr Richard Hayman and
Dr Frank Harsent.
6 Action Plan : Improving Patient Experience
Project lead has provided the action plan in the appendix.
7 Monitoring of Action Plan
Mrs Kalpana Reddy, Clinical Lead will monitor the action plan and time scales as shown
in the appendix.
8 Appendices
A: Copy of questionnaire
B: Table of findings (%) or graphs
C: Qualitative comments
A: Copy of questionnaire:
1. Would you recommend The CFU to a friend or
family
yes
no
2. How would you rate the manner and attitude of the
medical staff in the clinic
excellent
good
poor
3. How would you rate the manner and attitude of the
nursing staff in the unit
Excellent
Good
Poor
4. How would you rate the privacy, dignity and respect
you were afforded when discussing your treatment
and attending appointments
perfect
very satisfied
satisfied
5. The opportunity to ask questions or any worries
perfect
very satisfied
satisfied
6. The punctuality of staff for appointments
perfect
very satisfied
satisfied
7. was there anything about the service you found
particularly helpful
8. Do you have any suggestions as to how we can
improve our service
B: Table of Findings (%) or Graphs
1. How would you rate the privacy,
dignity and respect you were afforded
when discussing your treatment and
attending appointments
Answered: 71 Skipped: 1
Satisfied
Very Satisfied
Perfect
0.00%
Answer Choices
20.00%
40.00%
60.00%
80.00%
100.00%
Responses
perfect
94.37%
67
very satisfied
5.63%
4
satisfied
0.00%
0
2. The opportunity to ask questions or
any worries
Answered: 69 Skipped: 3
Satisfied
Very Satisfied
Perfect
0.00%
Answer Choices
20.00%
40.00%
60.00%
80.00%
100.00%
Responses
perfect
89.86%
62
very satisfied
8.70%
6
satisfied
1.45%
1
3. The punctuality of staff for
appointments
Answered: 71 Skipped: 1
Satisfied
Very Satisfied
Perfect
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00%
Answer Choices
Responses
perfect
83.10%
59
very satisfied
14.08%
10
satisfied
C: Qualitative comments:
Was there anything about the service you
found particularly helpful?
We are over whelmed by the support from all the fertility team, they have
made a difficult time much more manageable thank you
All staff were very friendly and set me at ease throughout the whole process,
thank you.
the information sheets are clear, advise given by nurses (mina) always easy
to follow, overall sense of well being is always considered.
2.82%
2
Helpful staff, Mrs Reddy and nurses were very informative and always happy
to answer any questions.
The whole team was fantastic!! Mrs Reddy was thorough in explaining
treatment and made us feel positive, thank you.
All team members very happy to answer questions & put me at ease,
convenient location of the lodge, really helps as i work away from home.
appointments are convenient.
Staff friendly and offered support.
The support from fertility team is excellent
Mrs Reddy was excellent
contact with the whole team was excellent, very prompt at returning calls,&
answering queries.
very informative
Friendliness of staff and keeping us informed and explaining things
Thank you
Quiet location
supportive/caring/knowledge of their field/explains things so we understand
clearly
Approachable staff
Thank you
Being able to email Anne with any concerns, as it is not easy for me to use
the phone at work.
we were kept informed
no
no
the support
written guide
how thorough they were.
video on u tube, nurses, consultant Mrs Reddy
everything
no
ability to email with issues and receive phone call back, early appointments
also very welcome,( ie: before 9am)
Compassion and sympathy with honesty.
having tissues on hand! The sensitive yet informative manner of staff
good communications throughout, made the process easier
professional staff, friendly, helpful, lovely relaxing atmosphere, especially Mrs
Reddy !!!
nurses were always available to answer queries by telephone
everything has been clear, communicated well, the nurses in particular have
been superb i have recommended 3 friends to come here.
All was excellent, friendly and helpful staff etc.
Mrs Reddy is very approachable and friendly
all individuals involved, thought the process has been very helpful and
understanding
being able to call the secretary for advice
easy to get in touch with, prompt responses to queries and concerns
Explicit explanation of treatment, process and outcomes
everything was very good
my husband and i, have found everything in the unit helpful, from the
sensitivity of staff, to thoroughly how well our treatment was explained.
Knowledgeable, reassuring staff, whatever new anxious questions i had.
Being able to phone up with any queries, get really useful clear, helpful
sympathetic advice on spec
Local unit was very helpful
Handouts with time schedules, and appointments
Do you have any suggestions as to how we
can improve our service?
no suggestions, everything is beyond our expectations.
no
none
early access to counseling
explain a little more about what to expect as the cycle goes on
would be helpful to know of any support groups in the area (couldn't find any
on line)
no
no
nothing
no
i would like more options to ask questions when talking on the phone to
nurses, i felt like i couldn't ask and it wasn't explained clearly.it was like they
expected me to understand what was happening with the procedure.
no
nothing i can think of.
NO ie: we have always been extremely impressed with the service.