Patient Satisfaction Survey 2020

Introduction

This report summarises the results of our second patient survey carried out since Seagrave Healthcare Ltd took over the clinic in July 2016. Staff offered questionnaires to patients who attended the clinic between 16/12/2020 and 31/12/2020, with completed questionnaires posted in the box provided to ensure anonymity.

We had a 100% response rate from those patients who were given a questionnaire, with no one declining to complete it. In total we received 27 questionnaires, which represents a response rate at over 15% of current active patients. We asked the patients to rate several aspects of their service experience, as well as offer comments and suggestions.

We also included the “Friends and Family Test”, an important feedback tool widely used in the NHS, asking the patients if they would recommend the service they use to their own friends and family. The survey results and commentary are presented below.

1. How would you rate the services received?

Responses to Q1 are overwhelmingly positive, with 70% rating the service as ‘excellent’, 26% ‘good’.

'Nigel brilliant - everyone very helpful'

‘Very responsive and helpful. Understanding of our situation.’

‘Always accommodating. Excellent service kind empathetic and respectful.’

'For 10 years I have been in contact with professional team of OAD clinic. Regarding substance abuse, trauma and ADHD. Service never failed.'

'I have everyone from Dr D'Agnone to Soraia to be excellent. They have provided care out of hours and at weekends and I believe that they have my best interests at heart and are not money driven or run a superficial practice.'

'I am very happy with the non-judgemental, confidential, personalised treatment I am receiving at this clinic. Confidentiality for me is essential and I found it in this clinic. It is also very thorough and matches my needs'

2. Have you been treated with dignity and respect?

Comments to Q2 are consistent with 100% of patients feeling that they are treated with dignity and respect and with our overall commitment to provide a confidential, flexible, personal service.
 

'We are often not treated this way by other professionals owing to the nature of the problem. The clinic is always respectful and dignified in the way that they deal with is.'
'I feel I have not been judged in a negative way'

'Of course - always respectful'
'Always with friendship and dignity'
'I have been treated with care and consideration'

'Always polite'

'I have always been made to feel very welcome'

3. We asked patients how well we organize the following two aspects of service?

Responses and comments to Q3 are consistent with our own observations. The majority of patients are satisfied with our prescription delivery and appointment booking process. All prescriptions are sent by Royal Mail Recorded service and patients are offered the choice of upgrading to Special Delivery.


'Never a problem in 10 years'

'Works like clockwork'

‘I’ve had no issues’

‘Could not be better’

‘Never been let down’

'I have been impressed with the clinic flexibility to last minute changes'

'I thought the idea of letting your patients know that their prescriptions were mailed and giving us the tracking numbers is such a good idea. I rarely have a problem with my Chemist unless it’s a locum working that day so it’s good to have that information at hand!!'

4. Do you think your personal care plan meet your needs and circumstances?

93% of patients felt their treatment meets their personal needs.

5. Where you given enough information about the medicines you were prescribed?

100% of patients surveyed felt they were provided enough information about their prescribed medication. This is very encouraging and we will continue to expand the range of patient literature we offer, to ensure our existing and new patients have a full and up-to-date understanding of benefits and risks.

6. Would you recommend our clinic to a friend or family member?

“Friends and Family Test” is commonly used in the NHS as a simple yet important tool to assess patient experience. 100% of patients would recommend our clinic to their friends and family, 

 

‘I have done on several occasions’
‘I have done in the past’

7. Patients were invited to give any further comments or suggestions to improve or change any area of our service.

‘It is a lovely helpful clinic helping people to grow out of their addiction and live normal lives’
‘I have used this clinic a few times and they have always been greatly helpful. I cannot recommend them more highly’
‘Keep employing people as helpful as Toby, Nigel and the rest of the team!’
‘24 hour service, advice and support made me feel calm and safe!’
‘Exceedingly good service, critical in allowing me to keep my job where 2-5 days travel is required, flexible appointments and knowledgeable staff’
‘Keep helping your patients who are trying hard to maintain a drug free life’
‘Can’t think of any but the service is excellent’

‘Amazing group of people who are saving lives. Everyone of them is incredible. Thank you OAD!’
‘My needs have been met very happy with service given’
‘Never had any issues with my treatment. I couldn't live without it hope things stay the same!’
‘I feel my care of duty is 100% catered for, and in past I've made positive comments. If there's a suggestion to be made I'll always speak my mind.’
‘Keep doing the same’

‘Very good team. I always feel I have been listened to and understood and that they have likewise have given me the benefit of their experience.’
‘Love Soraia! It's great to have someone to talk to.’
‘The clinic always fits in with my work and holidays. They are very flexible if I have to change an appointment or pick up.’

January 2021

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