Hi

We've got a group of service users that have been asked by one of our GP's to produce and carry out a satisfaction survey of the GP and his work with drug users

Has anyone out there conducted such a survey? or have experience of something similar??

Any ideas or input would be most appreciated

Cheers

I have a client satisfaction questionaire which I use with my clients approximately annually, asking if how long they waited to be seen, if they are happy with the dose of methadone / subutex, if their drug use has lessened since being in treatment, any general comments about the service, and how they feel about me as a nurse prescribing the medication. They can choose whether to remain anonymous or not. All comments so far have been very positive!

Does anyone have a client satisfaction questionnaire that they would be willing to share for others to plagiarise?
Thanks in anticipation.
Mick Dwyer, Louth, Lincolnshire
PS - not a new member - joined up years ago!

My understanding of this is that as a tool to be used in Doctor revalidation, the questionnaires have to be properly validated and that the GMC / RCGP are looking into these at the moment so it may be best to wait for future guidance. It depends why the GP wants the questionnaire.

Another point - last time I enquired of the people who provide the offical national GP satisfaction surveys which PCTs use, they are not suitable for use in young people as they are not considered "ethical" to use in this age group - so if you work in a YP service it's even more difficult! However, apparently they can be used in prisons.

By all means design your own and it should be useful, but may not be accepted by the official bodies who regulate GPs, as a way of assessing them. Hope this makes sense!

Sometimes when I'm doing the best job I can do i'm the most unpopular. What someone wants and needs are often two separate things.
I am in favour of satisfaction survey's but we had a whopping complaint this year from someone we'd bent over backwards for. It only takes one.

The vast majority of Dr Shipman's patients thought he was a great doctor...

The key queston was ans is whether a complaint holds water.I get lots of complaints often to change worker. while I take these very seriously it is usually an indication that some work is happening.Change rarely comes from comfort.

quote:

Does anyone have a client satisfaction questionnaire that they would be willing to share for others to plagiarise?

http://www.dao.health.wa.gov.a...?Command=Core_Search

I've also kept a draft e-copy (that wasn't intended for circulation) of the NTAS's very throtogh 2nd annual service user survey instrument from 2006. If you'd like me to send you a copy Mick, email me and you can decide if you can/want to plagiarise it.

Cheers
Simon

Hi

thought I would mention some software a colleague just purchased.
http://www.snapsurveys.com/demos/
going to use soon on a consultation project, will give feed back january.

jimi

Oops - try this one

http://www.snapsurveys.com/health/

Hi
A different approach could be to use a Mystery Shopper? We used this in Solihull to do a system audit of SIAS, Solihull Intergrated Addiction Service. We used service users from Birmingham,Which were provided by a Drug and treatment User Service, DATUS. We are now waiting for the report to see how the audit went. Could this work in Shared Care?

Colin

Mystery shoppers are always going to be subjective I would like to know the credentials of the person making the observations,see below
http://www.timesonline.co.uk/t...n/article3556327.ece

Hi
Before we sent in the Mystery Shoppers they were given a list of questions that the commissioner and the working group wanted to know about, then before going in they were briefed and after debriefed. As long as care is taken the Mystery Shopper i feel could work. But would a Dr mind the scrutiny?

Colin

I guess you could be taking an expensive appointment from a hard worked under pressure GP. They might not thank you for that and it seems a bit underhand to me.

Validating service quality is always difficult, but generally what you do to monitor your own service is your own business. What you do to monitor someone else's service, or what we do because someone else requires it, are rather different.

Taking a strict view - as I usually do - I think the quality assurance methodology ought to be set out in the original contract or SLA. It's tangential, but I was involved a little while ago in a complaint from a pharmacist elsewhere that his PCT had used a method other than the nationally agreed one to monitor a service. The PCT got a rap across the knuckles for using a mystery shopper in addition to the specified system.

It may have been reasonable if no other monitoring system has been agreed, but in disciplinary terms it comes close to what our American colleagues call entrapment and I share Simon's concern about wasting people's time (and possibly creating fictitious data that may some day be harvested to support a change in policy...)

I have grave concerns about this and how far does a mystery shopper go? Do they go as far as getting a prescription?
They would then have committed a couple of crimes.

Hi
If you want to know what Service Users thinks about a service, ask a service user.
No you don't go that far (prescription? With us our main aim was the Treatmrnt journey from admin to Dr. and through that Retention. And yes what one does might not work for all. how do you find out if your staff are doing things right? Bad working practices are the bain of any service
Thanks for your words, M S is not an easy idea.

Colin

quote:

Originally posted by Colin:
Hi
If you want to know what Service Users thinks about a service, ask a service user.
No you don't go that far (prescription? With us our main aim was the Treatmrnt journey from admin to Dr. and through that Retention. And yes what one does might not work for all. how do you find out if your staff are doing things right? Bad working practices are the bain of any service
Thanks for your words, M S is not an easy idea.

Colin

I know our staff are doing things right as we all work in almost exactly the same way. We regularly work jointly and almost always make the same decisions backed up by clinical and NICE guidelines.
Staff involvement on shaping services so they feel part of the 'product' is pretty much key.
I do fully agree that service users should be asked about how good or bad a service is. The mystery shopper idea does not sit easy with me and seems unethical.

I really like mystery shopping but its easier to do with services than general practice but its possible - several of us did it with Frank a few years back and information gained was used to improve it + recently group of users in services here (coordinated by Addaction) did mystery shopping in services south of river and information again gained was great (written up in DDN). I think you can gain so much from how you are treated on phone, by reception even before you get in to the doc - good docs tend to have good reception staff but it would be great if someone mystery shopped me and then feed back how I did and how i could improve

ps forgot we got a researcher to do questionnaire on patients re health, social etc and their satisfaction with the service - cause it was anonymous and done by someone independent we felt it would be better but all seemed happy so I'm not sure