| |  | | | | Specialities | |  | | Customer Satisfaction Survey Results | | | | | St Andrew’s Healthcare, Northampton
Acquired Brain Injury Rehabilitation Service
In 2003 St Andrew’s Healthcare commenced a new customer satisfaction programme. The programme involved completing a survey, which included:
Pre-admission service & communication
Quality of clinical service
Clinical review meetings
Clinical review reports
Communication during the patient’s stay
Discharge planning processes
Fees
For the Acquired Brain Injury Rehabilitation survey we received 37 responses from a wide cross section of people involved in the patient’s placement. These included Consultant Psychiatrists, Commissioning Managers, Psychiatric Nurses, Social Workers and Care-Co-ordinators.
The responses were positive:
97% rated the clinical service provided by the service as good
100% would recommend the service to colleagues
The number one reason for referring a patient to this service, was the quality of service offered, which best meets the patient’s needs.
91% feel that the service provided value for money because the treatment provided results for their patient, justifying the fee.
These results reflect the commitment by St Andrew’s Healthcare to provide quality patient care.
Some areas were identified for improvement, which included:
Clinical review meetings: reports / minutes / notification
Levels of communication during the patients stay
These areas are currently being reviewed by the service. St Andrew’s Healthcare Clinical Review Policy is being reviewed to improve processes and procedures. We will also try to improve communication i.e. conference calling facilities, video conferencing for clinical reviews and more regular updates during the patients stay. The success of these changes will be monitored by reviewing the improvements in the next survey, which is
due in 2005.
We would like to thank all those people who took the time to complete
the survey. | | | | |
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