COMMUNITY GYNNAECOLOGY

ULTRASOUND & UNPLANNED PREGNANCY SERVICE

FRIENDS AND FAMILY TEST

APRIL – JUNE 2014

The community gynaecology service users complete a pink friends and family card in order for feedback to be obtained.

This report shows the findings from those clients who accessed the community gynaecology service for ultrasound or for unplanned pregnancies.

The unplanned pregnancy service feedback is split into two groups, UPS1 (completed after ‘1st pill visit’) and UPS2 (completed after the ‘2nd pill visit’). The reason for this is not all patients are seen face-2-face after the 1st pill visit.

Data was collected between April and June 2014 (3 months).

Service used Responses received Percentage

Ultrasound 25 42%

Unplanned Pregnancy Service 1

19 32%

Unplanned Pregnancy Service 2

15 25%

Totals 59 100%

Extremely likely

Likely Neither likely nor unlikely

Unlikely Exremely unlikely

Don't know

0%10%20%30%40%50%60%70%80%90%

100%

92%

4% 4% 0% 0% 0%

How likely are you to recommend our service to friends and family if they need similar care or

treatment - Ultrasound

n= 25

Extremely likely

Likely Neither likely nor unlikely

Unlikely Exremely unlikely

Don't know

0%10%20%30%40%50%60%70%80%90%

84%

16%0% 0% 0% 0%

How likely are you to recommend our service to friends and family if they need similar care or treatment - Unplanned Pregnancy Service 1

n= 19

Extremely likely

Likely Neither likely nor unlikely

Unlikely Exremely unlikely

Don't know

0%

20%

40%

60%

80%

100%

120%

100%

0% 0% 0% 0% 0%

How likely are you to recommend our service to friends and family if they need similar care or treatment - Unplanned Pregnancy Service 2

n= 15

Overall 92% indicated that they are extremely likely and 7% likely to recommend our service to friends and family. Of the 59 responses no-one indicated that they would not recommend the service.

A sample of written responses•Very pleased, the procedure was explained, the staff were very informative and caring.•Fantastic informative brilliant ladies.•Very efficient and caring nurses. Keep up the good work. Very happy with the community service. Thank you!•Doctor and nurse were very friendly and explained everything.•I was treated with the utmost dignity. Nothing could be improved.•Every time I come to this centre everyone I see is always really caring for my needs.•Friendly staff, organised, efficient, clean modern.•All the team were friendly, knowledgeable and gentle when scanning. They were attentive and made sure I was comfortable, highly recommend.•Treated with respect. Excellent care and informative.•Very kind and considerate.•All the care I received today was excellent. I couldn’t find anything that needed to be improved. Thank you to all the staff.•Friendly staff, make you feel comfortable.•Really nice and well looked after.•Supportive and informative friendly.•Gave all information needed, very helpful staff.•Informative, helpful, reassuring. Very relaxed but professional.•Excellent, from start to finish made me relax and at ease.

Under 19's 20 - 29 30 - 39 40 - 49 50 - 59 Over 60's0%

5%

10%

15%

20%

25%

30%

35%

40%

20%

37%32%

10%

0% 0%

Age Group

n= 59

The above graph shows the age range of all clients using the Ultrasound and Unplanned Pregnancy Service.No client over the age of 39 used the Unplanned Pregnancy Service.

AQP Monitoring

The CCG contract requires a monthly report on service user experience from the UPS service.• Response to friends and family test question: Patients stating

that they are Extremely Likely to recommend this service; threshold is ‘net promoter score of 75 or more’

• Patients stating that they felt they were treated with Dignity and Respect; threshold is 90%.

• Treated with Dignity and Respect will be added to the Friends and Family card to trap this information.

Moving Forward

The success of the Community Gynaecology friends and family test and more importantly the excellent feedback received is a measure of the dedication and care our staff at Conifer show towards our clients.