St John Patients Satisfaction Monitor. September 2016 report

Transcription

1 St John Patients Satisfaction Monit September 2016 rept

2 Males Males Females Females Respondents profile. Gender Ethnicity % New Zealand bn European 74% 12% European not bn in New Zealand 16% 25% 42% 58% 47% 53% 7% Mai Polynesian / Pacific Peoples Asian Indian 5% 2% Middle Eastern, Latin American, African 0% n = 139 n = 426 n = 137 Other n = 422

3 Under 20 years years years years 91 years + Under 20 years years years years 91 years years years years years years years years years Respondents profile. Age: n = 139 Age: - n = % 30% 25% 20% 15% 10% 5% 0%

4 Initial contact. Question 1: Are you the person f whom the ambulance was called? 95% Oct 15-87% 13% 65% 87% 86% 87% 87% 87% 88% 88% 88% 87% Yes No n= % n = 338 n = 406 n = 416 n = 417 / / n = 429 n = 440 n = 441 n = 444 / n = 443 / n = 430 /

5 Initial contact. Question 1A: Are you the person who called f the ambulance? 45% Oct 15-35% 30% 37% 43% 4 42% 4 38% 37% Yes No n = % 20% n = 338 n = 379 n = 395 n = 403 / / n = 416 n = 424 n = 427 n = 442 / n = 446 n = 433 / /

6 Initial contact. Question 2: Throughout the 111 call, how helpful and reassuring was the St John call handler you were speaking with? Rated on a 5-point scale from very unhelpful and not at all reassuring, to very helpful and reassuring [ ]. Oct 15-95% n = % 9% 2% 73% Very Helpful Not helpful Helpful 65% 74% 77% 8 74% 7 73% 73% 72% 7 55% n = 117 n = 150 n = 155 n = 169 n = 168 n = 177 n = 172 n = 175 n = 166 n = 160 / / / / /

7 Initial contact. Question 3: During the 111 call, were you advised on what to expect would happen next? 95% Oct 15 - n = 615 5% 10% 65% 83% 83% 87% 86% 86% 84% 87% 86% 83% Yes No 55% n = 115 n = 147 n = 154 n = 169 / / n = 169 n = 176 n = 171 n = 174 / n = 165 / n = 160 /

8 Initial contact. Question 4: How did you feel the length of time you waited befe the St John ambulance staff arrived? Rated on a 5-point scale from much slower than I thought to much quicker than I thought. Oct 15-95% n = % 7% 8% 56% 65% 55% 86% 88% 87% 84% 82% 84% 87% 87% About Right Slower n = 339 n = 402 n = 411 n= 415 / / n = 427 n = 436 n = 431 n = 438 / n = 440 / n = 431 /

9 Initial Assessment & Communication. Question 5: Did the ambulance staff explain your condition and reasons f what they were doing to help you in a way you could understand? Rated on a 5-point scale from no, not at all to a very clear & though explanation provided [ ]. Oct 15 - n= % 5% 7% 63% 30% 67% 63% 65% 63% 63% 63% 6 58% 59% Very clear Not Clear Reasonably clear 20% 10% * 0% / n = 335 n = 395 n = 410 n = 413 / n = 431 / / n = 438 n = 433 Pri to November 2015 this measure used a Yes / No scale rather than a 5 point scale, Yes responses have been changed to Very Clear and Though ( ) n = 440 n = 440 n = 433 /

10 Initial Assessment & Communication. Question 6: Given the situation you were in, were you involved in the decisions your care and treatment as much as you wanted? Rated on a 5-point scale from strongly disagree to strongly agree [ ]. Total St John: Average Sces Oct 15 - n = % 8% 10% 30% 20% 10% * 0% 67% 6 63% / 58% 59% 56% 55% 55% 59% n = 331 n = 392 n = 399 n = 405 / / / n = 420 n = 434 n = 434 Pri to November 2015 this measure used a Yes / No scale rather than a 5 point scale, Yes responses have been changed to Strongly Agree n = 441 n = % n = 431 / Strongly Agree Not Agree Agree

11 Initial Assessment & Communication. Question 7: How well do you feel the St John Ambulance staff included your family / whanau in discussions your care and treatment. Rated on a 5-point scale from very po to very good [ ]. : Nov 15 - n = % 15% 5% 1 30% 67% 69% 69% 67% 67% 69% 7 7 Very Good Not Good Good / NA 20% 10% 0% n=268 n=395 / n = 405 n = 412 / n = 423 n = 434 n = 432 n = 444 / n = 443 / n = 434 /

12 Initial Assessment & Communication. Question 8: How do you rate the level of trust and confidence you had in the St John ambulance staff. Rated on a 5-point scale from very low level of trust and confidence to very high level of trust and confidence [ ]. 95% Oct 15 - n = % 12% 4% 65% 8 84% 84% 84% 83% 84% 83% 83% 84% Very High Low High 55% / n = 334 n = 400 n = 408 n = 415 / n = 428 n = 440 n = 438 n = 447 / n = 445 / n = 438 /

13 Ambulance Codination and Journey. Question 9: Were you suitably advised where you were going to be taken to and ways to have contact with your family / whanau? Rated on a 5-point scale from strongly disagree to strongly agree [ ]. Total St John:Average Sces Nov 15 - n = % 5% 5% 74% 30% 74% 74% 73% 72% 72% 72% 73% 73% 73% Strongly Agree Not Agree Agree 20% 10% 0% n = 267 n = 391 n = 402 / n= 411 / n = 429 n = 440 n = 437 n = 444 / n = 442 / n = 434 /

14 Ambulance Codination and Journey. Question 10: Given the situation you were in and the local road conditions, can you rate your level of comft with how well the ambulance driver handled the vehicle during your ambulance journey? Rated on a 5- point scale from very uncomftable to very comftable [ ]. Oct 15 - n = % 6% 4% 72% 30% 67% 74% 74% % 73% 74% 78% Very Comftable Not Comftable Comftable 20% n = 331 n = 396 n = 407 n = 414 n = 428 / / n = 439 n = 435 n = 442 / n = 439 / n = 433 /

15 Ambulance Codination and Journey. Question 11: Can you rate how well you felt the St John ambulance staff carried out the hand-over to your next place of care? Rated on a 5-point scale from very po to very good [ ]. Oct 15-95% n = % 2% 4% 84% 65% 84% 82% 86% 83% 84% 82% 84% 82% 83% 86% Very Good Not Good Good 55% n = 329 n = 394 n = 405 n = 415 n = 429 / / * Yes responses have been changed to Very Good ( ) / Pri to November 2015 this measure used a Yes / No scale rather than a 5 point scale, n = 440 / n = 436 n = 444 n = 442 n = 434 /

16 Meeting Physical and Emotional Needs. Question 12: In your view, did the St John ambulance staff do everything they could to help control your pain, if any? Rated on a 5-point scale from strongly disagree to strongly agree [ ]. Nov 15 n = % 2% 4% 82% Strongly Agree Agree 82% 83% 83% 82% 83% 8 82% Not Agree / NA 30% 20% 10% 0% n = 223 n = 332 n = 342 n = 350 n = 354 n = 379 n = 368 n = 374 n = 359 n=359 / / / / /

17 Meeting Physical and Emotional Needs. Question 13: Did you feel the St John ambulance staff treated you with kindness and respect while you were being cared f? Rated on a 5-point scale from strongly disagree to strongly agree [ ]. Nov 15-95% n = % 2% 9 Strongly Agree Not Agree Agree 92% % % 89% 9 n = 269 n = 400 n = 410 / n = 414 / n = 421 n = 434 n = 432 n = 440 / n = 435 / n = 429 /

18 Meeting Physical and Emotional Needs. Question 14: Did you feel the St John ambulance staff provided services in a way that was sensitive to your cultural needs, including those of your family/whanau present at the time? Rated on a 5-point scale from strongly disagree to strongly agree [ ]. 95% Oct 15 - n = % 9% 16% 3% 65% 55% * 73% 7 7 n = 321 n = 387 n = 400 n = 405 n = 416 / / 72% 74% n = 429 Pri to November 2015 this measure used a Yes / No scale rather than a 5 point scale, Yes responses have been changed to Very Good ( ) 72% 7 72% / / n = 427 n = 436 n = 432 n = 424 / Strongly Agree Not Agree Agree / NA

19 Overall Patient Experience. Question 15: How satisfied were you with your overall St John experience (from the initial 111 call through to delivery at the next place of care)? Rated on a 5-point scale from very dissatisfied to very satisfied [ ]. 95% n = 1587 Oct 15-84% 1 4% 65% 84% 87% 83% 82% 83% 84% 84% Very Satisfied Not Satisfied Satisfied 55% n= 329 n = 395 n = 404 n = 408 / / n = 416 n = 428 n = 426 n = 435 / n = 432 / n=424 /