Eastern HSS Council Website - Patient Satisfaction at BCH

In conjunction with the Eastern Multifund, Eastern Health & Social Services Council and Belfast City Hospital HSS Trust This questionnaire is part of a study looking at the quality of care you received during your stay in the Belfast City Hospital. It has five sections and asks about the care you received before, during and after your operation.

Thank you for your help

1. After you were referred by your GP, how long did you wait before you received notification of the specific date for your appointment with the consultant? Less than one month 1-3 months 4-6 months 6 months + Unsure

2. Do you think this time was Very satisfactory? Satisfactory? No opinion? Unsatisfactory? Very unsatisfactory?

3. Before you received a date for the operation, did you, or someone else on your behalf, contact the hospital about the appointment? Yes go to Q4] No go to Q6] Unsure

4. If the hospital was contacted - who was spoken to? Consultant's secretary Appointment's office Unsure Other (please state) ________________________________________________________________ ________________________________________________________________

5.(a) How helpful were they? Very helpful Helpful No opinion Unhelpful Very unhelpful
(b) Why did you find them helpful/unhelpful? ________________________________________________________________ ________________________________________________________________

6.(a) At your appointment did you see a consultant? Yes go to Q7] No Unsure
(b) If NO, who did you see? Senior Registrar Registrar Senior house doctor Unsure Other (please state) __________________________________________________________ __________________________________________________________
(c) How satisfied were you with this? Very satisfied Satisfied No opinion Dissatisfied Very dissatisfied
(d) If dissatisfied or very dissatisfied, please indicate why? _________________________________________________________ _________________________________________________________

7. Were you seen at your appointment time? Yes go to Q10] No Unsure 8.
(a) If NO, how long did you wait after your designated appointment time? 0 - 10 minutes 11-20 minutes 21-30 minutes 30 minutes + Unsure
(b) How satisfied were you with this? Very satisfied Satisfied No opinion Dissatisfied Very dissatisfied
(c) If dissatisfied - how long do you think is a reasonable waiting time? 0-5 minutes 6-10 minutes 11-15 minutes 16-20 minutes Other (please state) __________________________________________________________ __________________________________________________________

9. If over 30 minutes were you provided with an explanation for the delay? Yes No Unsure Not applicable OPERATION 10.
(a) Did you receive enough information to prepare you for your in-patient stay? Yes No Unsure go to Q11]
(b) If YES, who provided this information? __________________________________________________________
(c) If NO, what further information would you have liked? __________________________________________________________ __________________________________________________________

11.(a) How much notice were you given of the date of your operation? Up to one week 2-4 weeks 4+ weeks
(b) How satisfied were you with this notice? Very satisfied Satisfied No opinion Dissatisfied Very dissatisfied 12. When admitted for ___________________ (please state nature of surgery) who discussed the operation with you? Nurse Hospital Doctor/Surgeon Anaesthetist Don't know

13.(a) How satisfied were you with the information given? Very satisfied Satisfied No opinion Dissatisfied Very dissatisfied
(b) If DISSATISFIED or VERY DISSATISFIED what information would you have liked? ___________________________________________________________ ___________________________________________________________

14.(a) During your stay in hospital what aspects were you most satisfied with? ___________________________________________________________ ___________________________________________________________
(b) During your stay in hospital what aspects were you most dissatisfied with? ____________________________________________________________ ____________________________________________________________

Food and drink are important to people in hospital. In this section we want your views on the meals you received.

15. Were you given menus? Yes No

16. Was the choice of food Very good? Good ? Neither good nor poor? Poor? Very poor?

17. Did you get the food you requested? Always Usually Sometimes Never

18. Was the amount of food you were given ... (Tick one box for each meal). Less than I wanted? About right? Too much for me? Breakfast Lunch Evening Meal

19. Overall was the temperature of the food Too hot? Just right? Too cold?

20. Did you feel you had sufficient time to eat your meals? Always Usually Sometimes Never

21. Were the plates and cutlery clean? Plates Cutlery Always Sometimes Never

22. Overall, how did you rate the quality of food? Very good Good Neither good nor poor Poor Very poor

23. Were you on a special diet? e.g. pureed, low fat etc. Yes No go to Q25]

24.(a) If YES, did you always get your special diet? Yes go to Q25] No (b) If NO, please indicate the reason(s) why you did not get your special diet. _____________________________________________________________ _____________________________________________________________

25. Did you receive a drink with your meal? Always Sometimes Never

26. Have you any other comments to make about the food/drink that you received? _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ _____________________________________________________________

This section asks you about the hospital staff and the care you received. Please answer as carefully and honestly as you can. Remember all the information you give us is confidential.

27. How friendly were the nurses in your ward? Very friendly Quite friendly Not friendly

28. Did you feel the nurses spent enough time with you while ... (Tick one box for each option) Yes No Does not apply Carrying out your nursing care? Talking with you? Teaching you about your condition?

29.(a) Did you ever ring the bell for attention from the nurses? Yes No go to Q30] There was no bell go to Q30] (b) If YES, did a nurse generally arrive in A couple of minutes? 10 minutes? 1/2 hour? More than 1/2 hour?

30. Did the nurses give you as much information as you would have liked about your progress? Yes No

31. Before the nurses carried out any procedures, did they explain what they were going to do? Always Usually Sometimes Never

32. Was there enough privacy when (Tick one box for each option) There was enough privacy There was not enough privacy Does not apply The nurse was giving information? The nurse was carrying out procedures?

33. Were you told the name of the nurse in charge of your care? Yes No

34. Did you know that a plan was made for your nursing care? Yes No go to Q36] Don't know go to Q36]

35. If YES, were you involved in planning this nursing care? Yes No Don't know

36. Would you have liked to have been involved in writing this plan? Yes No Don't know

37. How would you rate the overall standard of nursing care you received? Very good Good Neither good nor poor Poor Very poor

38. If you have other comments about the nursing care you received, please indicate below. ________________________________________________________________ ________________________________________________________________ ________________________________________________________________

39. How friendly did you find the doctors on your ward? Very friendly Friendly Not friendly

40. Were you told the name of the consultant who would be in charge of your care? Yes No Don't Know

41. How frequently were you seen by the doctors? Too often About the right amount Not often enough

42. When you were seen by the doctors, did they take time to answer any questions you had? Always Usually Sometimes Never

43. Did you find that there was enough privacy (Tick one box for each area) There was enough privacy There was not enough privacy Does not apply When the doctor was examining you? When the doctor was giving you information? During the ward round?

44. Did the doctors give you as much information as you would have liked about your condition? Yes No

45. Did you understand this information? Always Usually Sometimes Never

46. Before the doctors carried out any procedures, did they explain what they were going to do? Always Usually Sometimes Never

47. If you have other comments about the care you received from the doctor, please indicate these in the following space. ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________

48. How would you rate the overall standard of care you received from medical and nursing staff ? Very good Good Neither good nor poor Very poor

49. Which of the following were involved in your care (Tick all boxes that apply) Physiotherapists Radiographers (X-Rays) Dietician Social Workers None of these go to Q53]

50. Before any of the following people carried out procedures did they explain what they were going to do? (Tick one box as appropriate for each of the personnel) (a) Physiotherapist (b) Radiographer Always Usually Sometimes Never Does not apply

51. Did the following people give you as much information as you would have liked? (Tick one box as appropriate for each of the personnel) (a) Dietician (b) Social Worker Yes No Does not apply

52. How would you rate the overall standard of care you received from each of the following people (Tick one box as appropriate for each of the personnel) Physio-therapist Radio-grapher Dietician Social Worker Very Good Good Neither good nor poor Poor Very poor Does not apply

53. In what ways has this operation affected your day to day living? _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________

54. OTHER COMMENTS _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________

The following questions relate to your knowledge of the Patient's Charter

55. Have you heard of the Patient's Charter? Yes No go to next page

56. If YES: (a) Following referral from your GP how long should you have to wait before you get a letter from the hospital telling you the date of your appointment ? 1 week 2 weeks 1 month 6 weeks (b) At the outpatient clinic, how long after your appointment time should you be seen? 15 minutes 30 minutes 45 minutes 60 minutes (c) After your appointment, when should your GP receive a report from the hospital doctor? 3 days 5 days 7 days 9 days

57. In your view has the Patient's Charter led to an improvement or deterioration in the standards of the Health Service? Improved No opinion Deterioration

Sex Male Female Age group 18 - 35 35 - 65 65 + Date of Birth: ___________________________________
Your postcode ___________________________________
Name and address of your General Practitioner. ______________________________________ ______________________________________ ______________________________________ ______________________________________

Thank you for completing this questionnaire.

Please return in the pre-paid envelope provided by: 19 Bedford Street Belfast, BT2 7EJ 01232-321230

We hope that you are feeling better after your recent stay in Belfast City Hospital. The Eastern Multifund and the Eastern Health & Social Services Council now wish to find out about your stay in the Belfast City Hospital. Your GP belongs to the Eastern Multifund which represents GP Fundholding Practices, while the Eastern Health & Social Services Council is an independent organisation set up to represent the interests of the public in health and social services in the Eastern Board area.

We would be grateful if you would complete the enclosed questionnaire and return it to the Eastern Health & Social Services Council in the prepaid envelope provided. Most questions are easily answered by ticking the appropriate box.

The information you give will be treated as strictly confidential. You do not have to put your name on the questionnaire. If you have any difficulties in completing the questionnaire or have any queries about the project please contact Ruth Wilson at the Eastern Health and Social Services Council at 028 9032 1230. Thank you for your help.