Patient Satisfaction Surveys

 

Patient Satisfaction Surveys

Within the Radiotherapy Department we ask for feedback from our patients so that we can improve and adapt our service to meet patients' needs. The survey takes place quarterly and you may be provided with a form at one of your visits, to express your views. We would really appreciate it if you would take the time to complete this for us.

The results are displayed on notice boards within the Radiotherapy Department or you can view them below. 

The area of greatest concern shown up by the most recent survey was the condition of the non-treatment rooms.  This is something that we are already looking at improving.

Patients Satisfaction Survey Results

In February 2010 the 4th Radiotherapy Patient Satisfaction Survey was run, to which 79 patients responded. The questions asked the patients to rate the various aspects of the service they received on a score from 1 to 6, where 1 was ‘Unacceptable’ and 6 was ‘Excellent’. In every category, the percentage of ‘Excellent’ scores increased. However it is noted that comments were received expressing dissatisfaction with the main waiting area. 2 patients mentioned that it was ‘cold and drafty’ and one patient said that there should be more toilets and handbasins for patients. The department did not meet a couple of patients’ expectations in that changes to treatment appointments had not been communicated to them.

There has been an increase in complaints about the parking situation. In May & June 2009 10 patients out of 149 respondees complained about parking, which is ~ 6.7%. This time 16 patients out of 78 respondees complained, which is ~ 20.5%.

Since the last survey, new Patient Information Leaflets have been introduced. In the previous survey ~ 45% of patients rated the written information they received as Excellent. This time the percentage had increased to ~ 70% who rated it as Excellent.

Patients have indicated an improvement to their wait times in the department as shown below. This is despite the department being extremely busy during the February survey because of the disruption to the service due to the adverse weather conditions.

Radiotherapy Waiting

< ½ an hour

½ hour – 1 hour

> 1 hour

June 2009

89%

10%

1%

February 2010

90%

10 %

 

 

Dr’s Review Waiting

< ½ an hour

½ hour – 1 hour

> 1 hour

June 2009

66%

24%

10%

February 2010

83%

12 %

5 %

A selection of comments

I have received only excellent treatment since attending the Royal Surrey & St. Luke's 

Very happy with my care - second to none. Car parking dreadful

As I rely on hospital car transort, I really appreciate the degree of flexibility in appointment times.

Car parking is a nightmare. I have a DXT permit so OK most of the time for me. All staff lovely & process very efficient. Treatment waiting time <30 mins even when I turned up at the wrong time because of snow.

I have received wonderful treatment from outstandingly excellent staff. The staff have also been very kind & considerate. I could not have had better treatment if I had been the Queen 

Feedback from the Radiotherapy Services Manager:
We appreciate the difficulties with parking, especially at peak times. This is an issue throughout the Trust. We are restricted to the number of parking places and the Trust continues to work with the local authorities to provide additional parking.

 

Thank you to all of those who responded to our survey. Your compliments, complaints and comments are very much appreciated. Please click here to offer any further thoughts.