SGBCHC 2016/2017 Quality Improvement Plan for Ontario Primary Care
Client Satisfaction Survey Results 2017
As part of our Quality Improvement Plan (QIP), a client satisfaction questionnaire has been available to clients since the end of 2015. From 2015 – 2017, the data collection strategy included having surveys available at reception in hard copies and on an iPad.
In October 2017, we updated our data collection strategy to include a two-week period every quarter where every health provider will ask clients to confidentially complete the questionnaire and leave it in the box at reception.
A total of 45 surveys were completed in the period of 2 weeks in October 2017. These responses are included as part of Q2 2017/18 Fiscal Year. In addition to those collected outside the two-week period, a total of 91 completed surveys were accounted for Q1 and Q2 2017/18.
The majority of respondents (96%) felt their health care provider talks to them about their treatment options and includes them in deciding the best option. Similarly, the majority of respondents (94%) felt that their provider spends enough time with them.
This has been consistent compared to previous quarters. In Q3&Q4 2016/17 (October 2016 to March 2018), fewer respondents felt their health care provider spent enough time with them; this perception increased in the last two quarters.
The majority of respondents (96%) reported that their healthcare provider gives them a chance to ask questions about their care or treatment always or most of the time.
Compared to previous quarters, this indicator was 86% Q3&Q4 2015/16 and is currently a consistent 99%-100%.
Out of 83 respondents, 19 did not have an appointment because they were sick or had a health problem.
Of 64 respondents, more than half (63%) were able to get an appointment in less than 2 days when they were sick or had a health problem. One quarter (25%) of respondents had their appointment within 2-5 days.
Compared to previous quarters, this perception has been consistent. In Q3&Q4 2016/17 (October 2016 to March 2018), fewer respondents felt their health care provider spent enough time with them; this perception increased in the last two quarters.