st margaret of scotland hospice relative satisfaction questionnaire

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Relative/Carer Satisfaction Audit SJW October 2015- November 2015

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St Margaret of Scotland Hospice

Relative Satisfaction Questionnaire Results and Analysis

St Joseph’s Specialist Palliative Care Unit

October 2015- November 2015

Methodology

An audit of relative satisfaction was carried out in St Joseph’s Specialist Palliative Care Unit

to identify how the relatives feel about care in the ward.

A random sample of 10 relatives/carers of inpatients from St Joseph’s Ward, were asked to

complete a questionnaire about their experience within the ward. Ten questionnaires were

returned. The questionnaires were completed during October 2015 and November 2015.

Analysis is based on all 10 completed questionnaires and is presented.

Results and Discussion

1. Were you or your family given an Information Leaflet pertaining to the ward?

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Yes 10 No 0

All were given an Information Leaflet pertaining to the ward

2. Was the information leaflet clear and easy to read?

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Yes 10 No 0

All reported information leaflet was clear and easy to read.

3. What was your experience of the Hospice Staff?

Hospice Staff: Friendliness

All rated Hospice staff: Friendliness as Excellent

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Excellent 10

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

Hospice Staff: Knowledge

All rated Hospice staff: Knowledge as Excellent

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Excellent 10

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

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Hospice Staff: Attitude

All rated Hospice staff: Attitude as Excellent

Excellent 10

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

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Hospice Staff: Helpfulness

Excellent 10

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

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Hospice Staff: Welcoming

Excellent 10

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

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Hospice Staff: Availability

Excellent 10

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

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Hospice Staff: Appearance

Excellent 10

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

Experience of Hospice Staff:

Comments:

Very friendly and caring staff

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Magic

The Hospice staff are excellent ‘The best I’ve ever seen’

There is absolutely nothing but praise for the staff here they were very good to my

dad and extremely helpful to all the family keeping us up to date with all that was

happening with my dad. So big, big thanks to all from the ----- family and not least,

my dad. Xx

Patient care is their priority, each patient is treated as an individual

Always find someone how can answer a question if they don’t know

Never can do enough for you or patient

Absolutely amazing, compassionate and dedicated team. Words cannot express

how much you helped our family in dealing with this difficult time, Eternal thanks.

I'm very pleased with the treatment my wife is receiving. All staff are excellent and

feel very safe at my mum’s care while being here.

The Holistic care for our father --- and the whole family was of the highest quality.

All staff contributed greatly to making ---‘s final days full of care and compassion

and our family observed nothing but the highest standards of professional integri-

ty. This has made ---‘s passing a great comfort. From receptionist to nurses, doc-

tor, tea lady thank you to this wonderful facility which makes heartbreak easier to

accept. Thank you.

The remaining questions (which were overleaf) were missed by one respondent who

had left a large reply to the last question, thus remaining questions were from 9 re-

sponses.

4. What was your experience of the Hospice Environment?

Hospice Environment: Overall cleanliness:

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Excellent 9

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

Hospice Environment: Gardens:

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Excellent 9

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

Hospice Environment: Restaurant:

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Excellent 9

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

Hospice Environment: Prayer Room:

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Excellent 7

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

Blank 2 (one stated : not used)

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Hospice Environment: Reception:

Excellent 9

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

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Hospice Environment: Sitting Rooms:

Excellent 9

Very Good 0

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

Hospice Environment: Toilets:

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Excellent 7

Very Good 2

Good 0

Adequate 0

Weak 0

Unsatisfactory 0

Experience of Hospice Environment:

Comments

The Hospice has a very friendly warm feeling and very comforting in all aspects of

the environment garden restaurant etc. We didn’t use prayer room but would

think it was same high standards.

Staff take pride in their work and ensure environment and hospital is maintained

to a high standard.

Food and garden are exceptional.

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Scrupulously clean

Fab

We feel it would be ok to increase the prices in the restaurant slightly for visitors

(we loved it there).

Hospice is lovely always.

5. Please rate your level of satisfaction regarding Hospice care.

Excellent 9

Very Good 0

Good 0

Adequate 0

Weak 0

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Unsatisfactory 0

6. Please list three things which you like about the care within the Hospice:

Staff

Family spaces

Restaurant

Care of patient

Friendly staff

Good food

Staff are very helpful

Always welcoming

Great attitude (staff)

Compassion of staff (2)

Level of care

Environment

My sister gets to mass which is very important

My sister is secure with staff in attendance

I love the quickness

Great staff

Great care

Good health care

Very quiet

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Prompt attention

Patient comes first

Staff care for patients and relatives

Care is genuine not a pretence

Friendly staff, Doctors etc

Informative, always kept up to date

Compete 24 hour care given

7. Please list three things which you feel might improve care within the Hospice

Care given could not be better, improvements difficult to assess

None- An amazing place staffed by exceptional staff and management who all care

Not able to think of any

Nothing can improve

Nothing it is perfect

Soft music in rooms? Leave doors open after cleaning to allow cleaning smells to

fade

Blank (4)

Discussion and Analysis

The results are in keeping with previous audits, reflecting the Mission Statement and Core

Values of the Organisation:

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The Core Values:

Dignity

Quality

Advocacy

Compassion

Justice

All relatives rated the service as Excellent. All were given information leaflets pertaining to

the ward and found the information therein clear and easy to read.

Hospice staff were rated as Excellent across all categories: Friendliness, Knowledge, Attitude,

Helpfulness, Welcoming, Availability, and Appearance.

Words used to describe staff were patient care is priority, very friendly and caring, magic,

The best I’ve ever seen, Excellent, amazing, dedicated and compassionate.

There were comments of dedicated teamwork from all Professions throughout the Hospice.

This is reflective of and imperative to fulfill the Mission Statement and Core Values of the

Organisation.

Words used to describe the Hospice environment were such as: lovely always, Fab, scrupu-

lously clean. The environment’s overall cleanliness was rated Excellent, all areas are strictly

audited and monitored by Housekeeping to maintain standards.

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Relatives appreciate the welcoming and caring environment, the attitude, dedication and

compassion of staff. They value and appreciate being kept up to date at all times, the

promptness of staff and the care given.

The results are in keeping with the Mission Statement and Core Values of the Organisation .

Action Plan:

The Mission Effectiveness Programme will continue as part of mandatory training en-

suring all care given reflects the Core Values and Mission Statement.

The Chief Executive is asked to continue her Excellent and dedicated management

and leadership nurturing staff development, knowledge and promoting a positive

attitude at all times.

Staff must continue to access available learning including daily reports, Multi-

Professional Team Meetings, Meetings with the Chief Executive and Clinical Govern-

ance meetings including sub groups, to ensure practice is maintained at Excellent.

To continue current assessment and appraisal systems to identify education required

on an individual and team basis, to ensure knowledge is maintained as Excellent.

The environment must continue to be maintained and nurtured by the whole multi

professional team throughout all departments and monitored through clinical gov-

ernance, with Housekeeping and Maintenance continuing in their role with the whole

team. Continued education will also nurture the environment.

Information leaflets to continue to be given to relatives/ carers, quality of same to be

maintained and any questions answered.

Staff to continue to attend communication courses and to apply learning to practice

and interactions which must also be underpinned by the Core Values at all times.

Senior Managers to continue to be available for patients/ relatives/ carers to ensure

their needs are met, that relatives/ carers are supported and also to teach staff in

this aspect of care, assessing their skills and development.

Family meetings should continue as planned, with permission from the patient

attended by appropriate members of the Multi Professional team.

Mentorship programmes for new staff to continue within assessment process

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Staff to request assistance from Senior Managers, if required, for any situation when

the relative/ carer requires further support, however senior managers will continue

to see patients and relatives/ carers throughout the day as well as oversee care pro-

vision and standards.

We don’t do adequate, we strive for perfection

Sister Rita, Chief Executive

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Dissemination of Results:

Results are forwarded to Sr Rita, The Chief Executive, and to the Senior Management Team

for discussion. They are made available in Units throughout the Hospice, are presented at

reports, Multi-Professional Team Meetings and Clinical Governance Meetings ensuring all

Departments are aware of the results, their implications and how to access them at any

time. Results are forwarded to the Board of Directors and included in Board Reports and are

also available on the Hospice web-page. The results are made available for Healthcare Im-

provement Scotland Inspectors.

Dignity Quality Advocacy Compassion Justice

st margaret of scotland hospice relative satisfaction questionnaire

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