Patient Experience Questionnaire - 1 January to 31 March 2023
|
Questions Asked: |
At all times |
Most of the time |
Sometimes |
Rarely |
Never |
|
1 Did staff listen to you and treat your |
96.4% |
2.9% |
0.5% |
0.0% |
0.0% |
|
2 Do you feel that the service has helped |
82.8% |
13.3% |
2.7% |
1.0% |
0.0% |
|
3 Did you feel involved in making choices |
90.0% |
7.8% |
1.7% |
0.2% |
0.0% |
|
4 Were you satisfied with the time you waited |
63.6% |
19.9% |
11.2% |
2.9% |
2.2% |
|
5 On reflection, did you get the help that |
85.2% |
11.7% |
1.7% |
1.2% |
0.0% |
|
6 Did you have confidence in your therapist |
92.7% |
5.8% |
0.7% |
0.2% |
0.2% |
How likely is it that you would recommend this service to a family member or friend?
|
Extremely Likely |
Likely |
Neither likely |
Unlikely |
Extremely Unlikely |
Don’t Know |
|
82.8% |
12.9% |
1.2% |
0.2% |
0.0% |
2.7% |
Thinking about the service we provide overall, how was your experience of our service?
|
Very Good |
Good |
Neither Good nor Poor |
Poor |
Very Poor |
Don’t Know |
|
86.9% |
8.7% |
1.5% |
0.2% |
0.0% |
2.7% |
In their own words - below are some of the comments made by recent clients:
"The service was available and easily accesible. Just what I needed."
"I felt listened to and understood. I have been given a lot of confidence since coming here and I feel a lot happier in myself."
"I have have learnt skills and I am putting them into action which has helped my health. I am really pleased with my new understanding about my existing problems and feel confident that I can keep using my new thought process to maintain improvement. A really helpful and lovely experience."
"Excellent service. My counsellor was a very good listener and extremely knowledgeable and helpful. I had a very quick referral also."
"Has helped me through difficult issues."
"So helpful, understanding and supportive, nothing could be done any better."
"I felt I was listened to and given the right techniques that suited my problems."
"I feel really pleased with my sessions and feel a million times better than I thought I could ever feel, I'm not quite 100% yet but definitely getting there, thanks to my therapist."
"Good experience, has helped me see that I am normal, and though it is hard, I can change my behaviour patterns."
"Great experience, really helped me and I've learnt some great coping techniques."
Our group-based therapy clients also had a chance to have their say:
Anxiety and Stress Management
"I feel sessions have helped and it has been good that there were two people taking the course so I could leave the room when needed and still have contact with a therapist. It was good there was no pressure to partake and contribute."
"Very well delivered with good opportunities for discussion. Emailed course materials excellent and will be re-read and used. Thank you for an excellent course."
Talking about Depression
"Everything was explained really well in a nice and calm manner. Well executed and very helpful. Will come in very handy in the future."
"Supportive and useful. I now feel that I understand my depression better and ways to manage it."
Living with Long-Term Conditions
"I enjoyed the whole experience. I think it would be helpful for people with long-term health issues to be able to meet up and chat anyway."
"Very good help, has let me better manage problems with pain, and its effect on my life, as well as general attitude and state of mind."
Self-Worth
"My experience was emotional in the first few weeks but stronger by the end. Before I struggled to rationalise things, now I can."
"Very experienced staff who dealt extremely well with the varying needs of the group sessions. Session well researched and organised."
When it doesn't go well
From time to time clients have an experience they are not satisfied with.
You said:
"Had a long wait for first treatment appointment. However all of my appointments have been on time and the service itself has been great."
"Improve waiting times."
"The initial time taken to gain my first appointment was far too long. But the sessions after that were very good, at a time to suit me. I felt I would not have progressed without the sessions. The therapist clearly understood my needs and I have had a very positive outcome."
TMHD did:
- Increase staffing to offer appointments more quickly
- Offer a choice of locations where people may be seen more quickly elsewhere
- Offer increased access to self-help materials so people can begin working on issues before therapy commences.
Have your say
We welcome your views and opinions on our service, as we are always looking to improve it where we can. If you have any concerns or feedback that cannot be directly resolved with your therapist, we would ask that you call our office on 0300 123 0542 and ask for the service manager for your area. We make every effort to resolve issues as quickly as we can. If you are not satisfied with the outcome, you can ask to speak to our corporate service manager, our area service manager or our clinical lead. Alternatively you may use the Derbyshire Healthcare NHS Foundation Trust complaints procedure by contacting our Patient Experience Team by telephone (freephone 0800 027 2128 or 01332 623751) or email dhcft.patientexperience@nhs.net.
