woolwich community health centre

Woolwich Community Health Centre


Client Satisfaction Survey Results

November 2010Summary by Lynda Kohler, Program Coordinator


Client Satisfaction Survey Rationale and Methods

• CHC Program Policy Manual and accreditation body both require that CHCs conduct general client satisfaction survey on an annual basis. This is also expected to be a performance indicator developed within our 2011-14 MSAA with the LHIN.

• Surveys were distributed to clients, program participants and other centre users across all three sites in late fall 2010.

• This is the seventh annual Client Satisfaction Survey done at WCHC. Percentages are based on number of responses to each question, unless indicated otherwise.


Survey Response Summary• 354 surveys were completed; this is 5.0% of our active client

caseload at March 31/10 across all three sites.• Of all survey responses, 70% of respondents access services at St.

Jacobs, 24% at Wellesley, and 6% at Linwood.• 89% of survey respondents are registered with a physician/nurse

practitioner team.• The following percentages of respondents had appointments with

these other providers in the previous year: 49% for chiropody; 37% for registered dietitian; 23% for counsellor; 7% for Well Adult nurse; and 26% for physiotherapy staff.

• 30% of survey respondents had taken part in one or more group program, such as fitness, HUGS, hospice, stress reduction, etc. in the previous year.

• Some clients were unable to complete the survey due to low rates of literacy. This limited our ability to complete a proportional number of surveys at the Linwood Nurse Practitioner Office.


Survey Questions• The client satisfaction survey was revised in 2010 in

response to feedback about the survey in 2009. This was done to reduce the level of literacy and to align some questions with the Ontario Health Quality Council report.

• Some questions were asked again this year so that results can be compared. For these questions a comparison with results from 2009 are provided in a footnote for each slide.

• Some new questions were added to the survey in 2010 to make comparisons with the Ontario Health Quality Council report; these are also noted in a footnote on applicable slides.

Your Relationship with the Health Centre:

Survey Responses by Site

0

50

100

150

200

250

300

WCHC WTCHC LNPO

WCHC site

Num

ber

of

surv

ey

respondents

Linwood Nurse Practitioner Office Wellesley Township Community Health Centre


Actual survey responses were: 247 at WCHC, 86 at WCHC and 21 at LNPO.

Your Relationship with the Health Centre:

I am a patient of Doctor/Nurse Practitioner team.

100%

0%

94%

6%

86%

14%

0% 20% 40% 60% 80% 100% 120%

Yes

No

Res

po

nse

Percentage

WCHC

WTCHC

LNPO

In 2009 95% of survey respondents were registered clients, compared with 89% in 2010.

Primary Health Care

Aggregated Comparison with 2009 are: Well Adult Nurse 10% in 2009 and 7% in 2010, Counsellor 27% in 2009 and 23% in 2010, Physiotherapist 28% in 2009 and 26% in 2010, Registered Dietitian 30% in 2009 and 37% in 2010, and Chiropodist, 46% in 2009 and 49% in 2010.

In the past 12 months I have had an appointment with other primary health care providers.

14%

0%

0%

10%

0%

18%

19%

8%

14%

0%

21%

15%

12%

7%

4%

0% 5% 10% 15% 20% 25%

Chiropodist

Registered Dietitian

Physiotherapist

Counsellor

Well Adult Nurse

Pro

vid

er

Ty

pe

Percentage

WCHC

WTCHC

LNPO

Primary Health Care

This is a new question in 2010. The Ontario Health Quality Council, Quality Monitor Report 2010 report identifies that 53% of Ontarians were able to get an appointment on the same day or the next day.

The last time you were sick, were you able to get an appointment on the same day or the next day?

100%

0%

93%

7%

95%

5%

0% 20% 40% 60% 80% 100% 120%

Yes

No

Re

sp

on

se

Percentage

WCHC

WTCHC

LNPO

Primary Health Care

In the past year, did you think you waited too long to see your provider for an appointment?

0%

100%

7%

93%

7%

93%

0% 20% 40% 60% 80% 100% 120%

Yes

No

Re

sp

on

se

Percentage

WCHC

WTCHC

LNPO

This question was asked differently in 2010 to be consistent with the Ontario Health Quality Council. 89% of Ontarians think that they waited too long to see their provider for an appointment compared to 6% among WCHC survey respondents.

Primary Health Care

Do your appointments usually begin with 10 minutes of the booked appointment start time?

100.00%

0.00%

100.00%

0.00%

92.80%

7.20%

0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 120.00%

Yes

No

Re

sp

on

se

Percentage

WCHC

WTCHC

LNPO

Appointments began within 10 minutes of their booked start time for: 94% of respondents in 2009 and 95% of respondents in 2010.

Primary Health Care

Are you aware of WCHC's on-call services?

80%

20%

76%

24%

79%

21%

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

Yes

No

Re

sp

on

se

Percentage

WCHC

WTCHC

LNPO

For all survey respondents, 77% in 2009 and 78% in 2010 reported being aware of WCHC’s on-call service.

Primary Health Care

The response was consistent with 2009 results.

When you discuss your own health or health information with your provider, can you understand the information?

100.0%

0.0%

98.7%

1.3%

99.9%

0.1%

0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 120.0%

Yes

No

Re

sp

on

se

Percentage

WCHC

WTCHC

LNPO

Primary Health Care

Do you ever have to skip medications or treatments because of their cost, lack of transportation, etc.?

0%

100%

7%

93%

6%

94%

0% 20% 40% 60% 80% 100% 120%

Yes

No

Re

sp

on

se

Percentage

WCHC

WTCHC

LNPO

The rate of respondents who reported skipping medications or treatments was 5% in 2009 and 6% in 2010.

Primary Health Care

Thinking of your interactions with your providers and how well they know you, how would you rate the following on a scale of 1 to 5 (1 = poor and 5 = excellent)?

4.14.24.34.44.54.64.74.84.9

5

Provider knowsyour health

history.

Providerunderstandsyour healthconcerns.

Amount of timethe providerspends with

you.

Provider’scaring and

concern for you.

Provider'sencouragement

of you toparticipate in

your own healthcare.

Quality ofprimary health

care youreceived in thepast 12 months.

WCHC

WTCHC

LNPO

Rating Average

The 2010 average ratings were consistent with 2009 results: provider knows your health history - 4.5, provider understands your health concerns- 4.5, amount of time the provider spends with you – 4.7, providers encouragement of you to participate – 4.7 and quality of primary health care – 4.6.

Community Programs

Have you taken part in any group program in the last year?

18%

82%

18%

82%

34%

66%

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

Yes

No

Re

sp

on

se

s

Percentage

WCHC

WTCHC

LNPO

The 2009 results were less than 2010, with 22% of survey respondents taking part in a group program in 2009 compared with 30% in 2010.

Community Programs

If you answered “yes” to question 1. above how would you rate the following on a scale of 1 to 5 (1 = not at all and 5 = very much)?

3.9

4

4.1

4.2

4.3

4.4

4.5

4.6

4.7

Quality of programs Time programs are offered

WCHC

WTCHC

LNPO

Rating Average

The results in 2010 were consistent with 2009 results, with an overall rating for quality of programs of 4.5, and rating for programs offered at convenient times of 4.5

Community Programs

Has your involvement in health centre programs helped you to learn new information or develop new skills?

100%

0%

71%

29%

86%

14%

0% 20% 40% 60% 80% 100% 120%

Yes

No

Re

sp

on

se

Percentage

WCHC

WTCHC

LNPO

This question was asked differently in 2010. In 2009 respondents reported a rate of 4.4 (with 1 = not at all and 5= very much). In 2010 84% of respondents report learning new information or developing a new skill.

Community Programs

Has the health centre contributed to your awareness of or involvement in community issues?

33%

67%

59%

41%

51%

49%

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

Yes

No

Res

ponse

Percentage

WCHC

WTCHC

LNPO

In 2009 60% of all respondents said yes; in 2010, 52% of all respondents said yes.

General Operations

How well are Reception staff able to answer/re-direct your questions about programs and services?

84%

16%

0%

0%

80%

20%

0%

0%

88%

15%

2%

1%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Very

Somewhat

A little

Not at all

Res

po

nse

Percentage

WCHC

WTCHC

LNPO

The 2010 results are consistent with 2009 results: “not at all” 0.5% in 2009 and 0.3% in 2010, “a little” 2% in 2009 and 1% in 2010, “somewhat” 15% in 2009 and 16% in 2010 and “very” 83% in 2009 and 82% in 2010.

General Operations

Are you familiar with our policy on privacy and confidentiality?

100%

0%

92%

8%

82%

18%

0% 20% 40% 60% 80% 100% 120%

Yes

No

Re

sp

on

se

Percentage

WCHC

WTCHC

LNPO

The 2010 results are consistent with 2009 results with 85% reporting yes and 15% reporting no.

General Operations

Do you feel that staff maintain confidentiality?

100%

0%

99%

1%

98%

2%

0% 20% 40% 60% 80% 100% 120%

Yes

No

Re

sp

on

se

Percentage

WCHC

WTCHC

LNPO

The 2010 results are consistent with 2009 results with 99% reporting yes in 2009 and 98% reporting yes in 2010.

General Operations

Do you experience any barriers to using our programs and/or services?

0 2 4 6 8 10 12

Language

Physical access

Hours

Cost for FitnessClasses

Transportation

Type o

f barr

ier

Actual number of clients who report a barrier

WCHC

WTCHC

LNPO

There were slight variations in number of respondents from 2009 to 2010: transportation was reported by 8 in 2009 and 6 in 2010; cost of fitness classes was reported by 2 in 2009 and 1 in 2010; hours were reported by 8 in 2009 and 16 in 2010; physical access was reported by 1 in both 2009 and 2010; and language was reported by 1 respondent in 2009 and 1 respondent in 2010.

General Operations

Are you satisfied with the hours of operation?

89%

11%

95%

5%

99%

1%

0% 20% 40% 60% 80% 100% 120%

Yes

No

Re

sp

on

se

Percentage

WCHC

WTCHC

LNPO

The 2010 results were consistent with the 2009 results with 97% reporting yes.

General Operations

If the health centre were to extend its hours, which options would you prefer?

56%

31%

25%

6%

14%

39%

61%

20%

18%

43%

39%

20%

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

Every weekday open at8:30 a.m.

Sat. 10:00 a.m. - 1:00p.m.

Additional evening hours

Sat. 1:00 p.m. - 4:00 p.m.

Res

po

nse

(so

me

resp

on

den

ts c

ho

se

mo

re th

an o

ne

op

tion

)

Percentage

WCHC

WTCHC

LNPO

Extended hours varied slightly from 2009 to 2010: Sat 1-4 p.m. increased from 18% to 19%, additional evening hours has increased from 39% to 43%, Sat 10 a.m.-1 p.m. increased from 38% to 42%, and every weekday open at 8:30 has decreased from 23% to 20%.

General Operations

Overall, how satisfied are you with the programs and/or services provided?

95%

5%

0%

0%

89%

9%

1%

0%

88%

11%

1%

0%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Very

Somewhat

A little

Not at all

Res

po

nse

Percentage

WCHC

WTCHC

LNPO

Results varied slightly from 2009. Respondents reported “very” 88% in 2009 and 89% in 2010; “somewhat” 11% in 2009 and 10% in 2010; “a little” 1% in 2009 and in 2010; and “not at all” 0% in 2009 and 0.3% in 2010.

General Operations

If you had a comment, suggestions or concern about our services, how would you like to deal with it?

75%

25%

0%

70%

30%

0%

73%

26%

11%

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

Talking to staff

Feedback Box

Talking or writing to amanager

Re

sp

on

se

(s

om

e r

es

po

nd

en

ts

ch

os

e m

ore

th

an

on

e r

es

po

ns

e)

Percentage

WCHC

WTCHC

LNPO

Rates varied slightly from 2009. Talking or writing to a manager was reported by 8% in 2009 and 9% in 2010, feedback box was reported by 22% in 2009 and 27% in 2010 and talking to staff was reported by 75% in 2009 and 73% in 2010.

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