SGBCHC Annual Report
Quality Improvement Plan
SGBCHC 2019/2020 Quality Improvement Plan for Ontario Primary Care
Client Satisfaction Survey Results
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.
In 2020 due to the COVID-19 Pandemic restrictions, we transitioned appointments to a mixed telephone/video/in-person format and wanted to capture feedback who were not visiting the CHC. We therefore began to use an online survey, which was distributed to our client email list. In Nov 2020, we receive a total of 116 responses through the online survey and in 2021 we received a total of 114 survey responses.
Results from 2021
The majority of respondents (95%) 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 (93%) felt that their provider spends enough time with them.
The majority of respondents (95%) feel that their provider welcomes questions about their care or treatment. Nearly all (97%) of respondents feel that their provider uses words they can understand. The majority of respondents (88%) feel that staff are sensitive to their needs, including language, culture, learning and identity. Lastly, 92% of respondents feel comfortable asking questions, sharing freely about their health issues and never feeling judged.
Of 113 respondents, more than one quarter (27%) were able to get an appointment in less than 2 days when they were sick or had a health problem. Just under half (46%) of respondents had their appointment within 2-5 days.