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Page 1 of 51
Client Satisfaction Assessment Survey
Report
February 2019
CQI
Page 2 of 51
Congress Client Satisfaction Survey Assessment Report
1. Overview The purpose of this report is to present the results of the client satisfaction assessment survey
conducted between September 2017 and September 2018 and to compare the results with the
previous survey conducted in the 2016-17 period.
Client satisfaction is one of the most important and commonly used indicators for measuring
the quality of care. Provision of patient-centered clinical care is essential for assuring excellent
clinical outcomes for retaining clients and for improving client loyalty. Client satisfaction is thus
a proxy but very useful indicator for measuring the quality of service offered by the
organisation, and it is widely applied across health service organisations.
CQI in collaboration with Congress Research Section initiated the Congress Client Satisfaction
Assessment Survey in September 2016 as an ongoing initiative for obtaining feedback from
Congress Clients. The first Survey report was presented in September 2017. Congress
outsourced the annual survey to Ninti One in 2018 to reduce bias, to enable more language
groups to be covered, to access a larger number of qualified Aboriginal researchers and to
collect more responses.
2. Methodology Eleven (11) questions were used in the survey including nine (9) structured and two (2) open-
ended questions. Responses were collected from clients who completed consultations.
The Suveyors were the staff appointed by Ninti One. Six surveyors were hired to conduct the
survey and all of them had previous survey experience. None of the surveyors hired by Ninti
One were congress staff. Ninti one was unable to travel to bush communities as of the
researchers they recruited wanted to stay in town. They believe that in future if they plan long
enough in advance they should be able to address this.
In addition to the responses collected by the Ninti One team, Congress Client Service Officers
collected 246 responses between 1st September 2017 and 30th September 2018 (246).
Page 3 of 51
3. Findings:
3.1. Response Rate:
The number of responses received from each clinic is given in table 1 and Chart 1, 2 & 3
Clinic Client Survey Responses collected by Ninti One Team
Client Survey Responses collected by Congress staff
Total number of responses
Gap Clinic 18 39 57
Dental 30 5 35
Northside 48 7 55
Sadadeen 71 41 112
Larapinta 66 83 149
Ingkintja 96 20 116
Alukura 48 1 49
Utju 0 76 76
Mutitjulu 0 12 12
Amoonguna 0 12 12
Total 427 246 673 Table 1
Chart 1
57
35
55
112
149
116
49
76
12
12
0 20 40 60 80 100 120 140 160
Gap
Dental
Northside
Sadadeen
Larapinta
Ingkintja
Alukura
Utju
Mutitjulu
Amoonguna
Total number of responses received- 1st September 2017 to 30th September 2018
Page 4 of 51
The response rate for each question is given in appendix A.
Chart 2
22% of the total response received was from the Larapinta Clinic. Seventeen percent (17%)
response was received from Sadadeen (17%) and Ingkintja (17%).
Chart 3
57, 9%35, 5%
55, 8%
112, 17%
149, 22%
116, 17%
49, 7%
76, 11%12, 2%12, 2%
Number of responses- Congress urban clinics- 01/09/2017 to 30/09/2018
Gap Clinic
Dental
Northside
Sadadeen
Larapinta
Ingkintja
Alukura
Utju
Mutitjulu
Amoonguna
76, 76%
12, 12%
12, 12%0, 0%
Number of responses- Congress Remote Clinics- 01/07/2017- 30 /09/2018
Utju
Mutitjulu
Amoonguna
Santa Teresa
Page 5 of 51
Seventy six percent (76%) of the responses from remote clinics were received from Utju Clinic.
No survey response was received from the Mpwelarre Clinic. Data from Amoonguna (12
responses) and Mutitjulu (12) should be interpreted with caution as the response rates are
insufficent. We will need to ensure that independent researchers are able to travel to these
clinics as well in the next annula survey.
3.1.1 Response by age group:
The response received by age group for Congress Town (Sadadeen, Larapinta, Gap, Northside,
Ingkintaja and Alukura Clinics) and remote clinics (Utju, Mutitjulu and Amoonguna Clinics) is
given in chart 4. About 54% of the total responses were received from adults aged 25 – 49 years.
Chart 4
The response received by age group for remote clinics (Utju, Mutitjulu and Amoonguna Clinics)
are given in chart 5 below. About 50% of the total responses were received from adults aged 25
to 49 years.
3.84%
8.38%
22.86%
30.72%
23.91%
10.30%
0-14 15-24 25-34 35-49 50-64 65+
0
0.05
0.1
0.15
0.2
0.25
0.3
0.35
Age group- Congress Town
Responses
Page 6 of 51
Chart 5
3.1.2 Response by Gender:
The total number of responses by Gender for all clinics (town and remote) is given in chart 6 &
7. About 59% of the total response in Town was received from Women (Chart 6). The response
rate from men was higher than last year.
Chart 6
14.14%
6.06%
24.24% 24.24%
20.20%
11.11%
0-14 15-24 25-34 35-49 50-64 65+
0
0.05
0.1
0.15
0.2
0.25
0.3
Response by age group -Congress Remote Clinics
Responses
272, 41%
391, 59%
Overall response by gender
Male
Female
Page 7 of 51
Chart 7
Note: two female responses from the Ingkintja clinic may have come from carer/ family of the
client.
3.1.3 Preferred language:
Five hundred and sixty eight (568) clients responded to the question on the preferred language.
Only 36% of clients chose English as their preferred language in Congress Town (chart 8). Twenty
percent (20%) of clients selected Arrernte as their favoured language and the remaining 44% of
clients selected other indigenous languages as their favoured language (Chart 8).
Chart 8
16 19 24 30 36
114
0
245 4
4016
30
80
111
2
49
51
4 80
20
40
60
80
100
120
140
160
Response by Gender- all clinics
Male Female
2.64% 3.70%
20.77%
36.27%
6.16%
9.15%
0.53%
0.00%9.68%
1.06%7.22%
2.82%
Preferred language - Congress Town
Alyawarra
Anmatyerre
Arrernte
English
Kaytetye
Luritja
Ngaanyatjarra
Pintupi
Pitjantjatjara
Waramungu
Warlpiri
Yankunytjatjara
Page 8 of 51
The preferred languages of Utju, Mutitjulu and Amoonguna clinics are given in chart 9.
Chart 9
3.2. Access to Services:
Client Satisfaction for access to services was assessed against the following parameters:
a. Convenience to get an appointment
b. Waiting time for an appointment
c. Availability of transportation services
Chart 10
Ninety percent (90%) of clients said it was easy for them to get an appointment across all
Congress Services. Five Percent (5%) of clients at Northside & Gap Clinic were not satisfied
with the appointment system (Chart 10).
16.67%
2.67% 0.00% 0.00%8.33%
16.67%
41.67%
8.33%
93.33%100.00%
8.33%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Utju Mutitjulu Amoonguna
Preferred Language- Remote Clinics
Alyawarra Anmatyerre Arrernte English
Kaytetye Luritja Ngaanyatjarra Pintupi
Pitjantjatjara Waramungu Warlpiri Yankunytjatjara
53%
35%
66% 71% 67% 64%72% 68%
50%
17% 17%
37%60%
34% 24% 29% 35%28% 32%
50%
7%
75%
2%5% 5% 2%
1%
1%
9%3%
75%
8%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Accesss: It was easy for me to get an appointment
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
Page 9 of 51
Chart 11
Ninety-four percent (94%) of clients reported that they did not wait too long for services across
all clinics. Thirteen percent (13%) of clients at Larapinta clinic and ten percent (10%) of clients
at Amoonguna Clinic stated they had to wait too long for an appointment (Chart 11).
Chart 12
Seventy seven (77%) of clients stated they are satisfied with the transportation services and
19% of clients said transportation services doesn’t apply to them. 3% of the clients were not
satisfied with the quality of transportation services across all Congress Clinics (Chart 12).
51%
35%
56% 60%53%
45%
75%
56%
30%
76%
20%
43%
58%
44% 35%38%
42%
20%
31%
60%
22%
80%
4% 7% 5%5% 10%
4%8%
2% 2% 3% 4%10%
2% 1% 1%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Access: I did not wait too long for my appointment today
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
44%
23%
56% 58% 54% 54% 56%63%
50%
5%
18%
33%
48%
30%35%
29% 31% 30%
33%
20%
5%
73%
3%2%
1%2%
20%
1%
3%
2%
2%3%19%
27%
12%5%
14% 14% 10%4%
10%
88%
9%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Access: Congress Transportation was available if required
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
Page 10 of 51
Twenty percent (20%) of clients at Amoonguna clinic were dissatisfied with the transportation
services (Chart 12).
3.3. Trust
Satisfaction on trust on the Congress Staff and services was assessed against the following
parameters:
a. The kindness expressed by the staff.
b. Trust felt by the client on the staff.
c. The amount of care offered by the staff.
d. The extent to which the staff listened to the clients.
e. Involvement of client in the decision-making process.
Chart 13
Ninety nine percent (99%) of clients said the staff were kind across all Congress Clinics (Chart
13).
57%40%
80%
47%63% 63%
70% 69%58% 64%
10%
42%
56%
20%
51%36% 37%
30% 31%
33%32%
90%
4% 2% 1% 1%0% 0% 0% 0%1%8% 3%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Trust: The staff were kind
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
Page 11 of 51
Chart 14
Over 99% of clients said they trust the staff they saw across all Clinics (Chart 14).
Chart 15
Ninety seven percent (97%) of clients across Congress said they received the right amount of
care from the staff (Chart 15). Nine percent (9%) of clients at the Amoonguna clinic and five
56%
40%
76%
44%
57% 60%
74%67% 64% 67%
11%
44%
58%
24%
56%41% 40%
26%33% 36% 32%
89%
2% 1%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Trust: I trusted the staff I saw
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
53%
37%
69%
40%52% 55%
72%63% 64% 68%
13%
44%
58%
29%
58%46% 44%
28%35%
27%29%
88%
2% 5% 3% 2% 2% 1% 0% 0% 9% 1% 0%0% 0% 0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Trust: I received right amount of care from the staff
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
Page 12 of 51
percent (5%) of clients at the Gap clinic were not satisfied with the amount of care received
from the staff.
Chart 16
Ninety seven percent (97%) of clients stated the staff listened to them and the results were
similar across all Clinics (chart 16).
Chart 17
Ninety nine percent (99%) of clients said they would recommend Congress to their family
across all clinics (Chart 17).
53%
37%
71%
38%52% 58%
76%
58% 58%70%
11%
46%
61%
29%
62%47% 41%
24%
40% 42%29%
89%
0% 0% 0% 0% 0% 0% 0% 0% 0%0% 0% 0% 0% 0% 0% 0% 0% 0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Trust: The staff listened to me
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
59%46%
76%
56% 63%71% 74%
67%58%
70%
11%
40%52%
24%
42% 35%29% 26%
31% 42%29%
89%
0% 0% 2% 0% 0% 0% 0% 0% 1% 0%0% 0% 0% 1% 0% 0% 0% 0% 0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Trust: I will recommend Congress to my Family
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
Page 13 of 51
Chart 18
Ninety eight percent (98%) of clients stated they were involved in the decisions made about
them across all Congress Clinics and the results were similar across all clinics (Chart 18).
3.4. Safety
Safety was assessed using the following parameters:
a. Cleanliness
b. Cultural Safety
Chart 19
50%37%
68%
40%50% 55%
70%60%
42%
74%
9%
48%61%
32%
58%49% 42%
30%38%
58%
24%
91%
0% 0% 0% 2% 0% 0% 0% 0% 0% 0% 0%0% 0% 0% 0% 0% 1% 0% 0% 0% 0% 0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Trust: I felt I was involved in the decisions that were made about me
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
60%
42%
79%
56%63%
72%82% 78%
33%
86%
10%
39%
56%
21%
44% 35%27%
18% 22%
67%
11%
90%
0% 0% 0% 0% 0% 0% 0% 0% 0% 3% 0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Safety: The Area I visited today was clean
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
Page 14 of 51
More than ninety-nine percent (99%) of clients across all services stated they were happy
with the cleanliness across all Clinics (Chart 19).
Chart 20
Ninety eight percent (98%) of clients across the clinics analysed stated their culture and
traditions were respected (Chart 20).
Chart 21
55%
42%
67%
50% 51%60%
79%70%
40%
75%
11%
43%
56%
33%
50% 46%37%
21%
28%
50%
24%
89%
0% 2% 0% 0% 1% 0%0% 0%
0%
0% 0%1% 0% 0% 0% 0% 0%0% 0%
10%1% 0%1% 0% 0% 0% 2% 3% 0% 2% 0% 0% 0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Safety: I felt my culture and traditions were respected
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
52%
37%
71%
47% 52% 54%
76%
63%
42%
71%
10%
47%
61%
29%
51%47% 46%
24%
38%
58%
29%
90%
2%0% 2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
I was given all information I needed to make a decision about my health
Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA
Page 15 of 51
Ninety nine percent (99%) of clients said they have been given adequeate information to make
decisions about their health (Chart 21).
3.5. Overall Satisfaction level
Chart 22
Ninety sevent percent (97%) of clients voiced they were overall satisfied with Congress Services.
All clinics scored above ninety percent (90%) on overall satisfaction level (chart 22).
97% 98% 97% 98% 96% 97% 100% 98%91% 97% 100%
3% 2% 3% 2% 4% 3% 0% 2%9% 3% 0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Overall Satisfaction
Satisfied Dissatisfied
Page 16 of 51
3.6. What did clients like about Congress Services?
Responses to the open-ended question on what clients liked about Congress Services are given
below in Table 2-9 and Charts 23- 31. A summary of the actual client response is provided in
Appendix C.
3.6.1 Congress overall
Q10 - Please tell us one good thing we did today
Clinic Category Num. of Responses
Overall Competent Staff 75
Good Appointment System 8
Good Doctor 9
Good Transportation 3
Information Provided 18
Listened to me 8
Prompt Service 33
Good client Service 266
Nothing 0
Other 8
TOTAL RESPONSES 420
Table 2
Chart 23
Page 17 of 51
3.6.2 Gap Road Clinic
Clinic Category Num. of Responses
Gap Road Clinic Competent Staff 5
Good appointment System 1
Good doctor 1
Good transportation 0
Information provided 0
Listened to me 1
Prompt service 2
Good client service 21
Nothing 0
TOTAL RESPONSES 31
Table 3
Chart 24
Page 18 of 51
3.6.3 Northside Clinic
Q10 - Please tell us one good thing we did today
Clinic Category Num. of Responses
Northside Competent Staff 9
Good appointment System 1
Good doctor 0
Good transportation 0
Information provided 0
Listened to me 0
Prompt Service 1
Good client Service 16
Other 1
TOTAL RESPONSES 28
Table 4
Chart 25
Page 19 of 51
3.6.4 Larapinta Clinic
Table 5
Chart 26
Clinic Category Num. of Responses
Larapinta Clinic Competent staff 20
Good appointment system 0
Good doctor 3
Information provided 5
Listened to me 2
Prompt service 20
Good client service 61
Nothing 0
Other 0
TOTAL RESPONSES 111
Page 20 of 51
3.6.5 Sadadeen Clinic
Clinic Category Num. of Responses
Sadadeen Clinic Competent staff 16
Good appointment System 2
Good transportation 3
Good doctor 1
Information Provided 4
Listened to me 3
Prompt service 6
Good client service 44
Nothing 0
Other 4
TOTAL RESPONSES 83
Table 6
Chart 27
Page 21 of 51
3.6.6 Ingkintja Clinic
Clinic Category Num. of Responses
Ingkintja Clinic Competent staff 7
Good appointment system 0
Good doctor 1
Good transportation 0
Infotmation provided 2
Listened to me 1
Prompt service 1
Good client service 63
Nothing 0
Other 3
TOTAL RESPONSES 78
Table 7
Chart 28
Page 22 of 51
3.6.7 Alukura Clinic
Clinic Category Num. of Responses
Alukura Clinic Competent staff 3
Good Aappointment system 2
Good doctor 0
Good transportation 2
Information provided 3
Listened to me 0
Prompt service 0
Good client service 23
Nothing 0
TOTAL RESPONSES 33
Table 8
Chart 29
Page 23 of 51
3.6.8 Utju Clinic
Clinic Category Num. of Responses
Utju Clinic Competent Staff 8
Good Appointment System 0
Good Doctor 1
Good Transportation 0
Information provided 3
Listened to me 0
Prompt Service 2
Good Client Service 28
Nothing 0
Other 0
TOTAL RESPONSES 42
Table 9
Chart 30
Page 24 of 51
3.6.9 Dental Services
Q10 - Please tell us one good thing we did today
Clinic Category Num. of Responses
Dental Services Competent Staff 7
Good Appointment System 2
Good Doctor 0
Good Transportation 0
Information Provided 1
Listened to me 1
Prompt Service 0
Good client Service 8
Nothing 0
Other 0
TOTAL RESPONSES 19
Table 10
Chart 31
Page 25 of 51
3.6.10 Mutitjulu clinic
Q10 - Please tell us one good thing we did today
Clinic Category Num. of Responses
Mutitjulu Competent Staff 0
Good Appointment System 0
Good Doctor 0
Good Transportation 0
Information Provided 0
Listened to me 0
Prompt Service 1
Good client Service 2
Nothing 0
Other 0
TOTAL RESPONSES 3
Table 11
Chart 32
Page 26 of 51
3.6.11 Amoongua clinic
Q10 - Please tell us one good thing we did today
Clinic Category Num. of Responses
Amoonguna Competent Staff 0
Good Appointment System 0
Good Doctor 0
Good Transportation 0
Information Provided 0
Listened to me 0
Prompt Service 0
Good client Service 3
Nothing 0
Other 0
TOTAL RESPONSES 3
Table 12
3.7. What did clients suggest to improve?
Client suggestions for improvements in the quality of services provided are categorised below
in Table 10-14 and Charts 30-38. A summary of the actual responses is provided in Appendix
A.
3.7.1. Congress Overall
Q11 - Please tell us one thing we could do better next time
Clinic Category Num. of Responses
Overall Facilities 13
Better Communication 3
Better parking 2
Cleaning 3
Waiting time 21
Quality of appointment 6
listento me 2
Poor transportation 7
Problems with medications 1
Inadequate information provided 0
Interpreter services required 3
More staff needed in the clinic 9
Staff not supportive 2
Rude staff 1
Nothing 92
Other/unclassified 19
TOTAL RESPONSES 183
Table 13
Page 27 of 51
Chart 33
The list of various facilities requested by clients is given in chart 34.
Facilities by type
Cold in the room 1
Cold water cooler 8
Tea 1
kids corner 1
Magazines 1
More seating in peak time 1 Table 14
Chart 34
1, 7%
8, 61%
1, 8%
1, 8%1, 8%
1, 8%
Facilities
Cold in the room
Cold water cooler
Tea
kids corner
Magazines
more seating in peak time
Page 28 of 51
Seven clients suggested having cold water dispensers in the clinic reception area (Chart 34).
3.7.2. Gap Road Clinic
Clinic Category Num. of Responses
Gap Road Clinic Facilities 1
Better Communication 0
Better parking 0
Cleaning 1
Waiting time 3
Quality of appointment 1
Listen to me 0
Poor transportation 2
Problems with medications 1
Interpreter services required 0
More staff required 0
Staff not supportive 0
Rude staff 0
Nothing 4
Other/unclassified 2
TOTAL RESPONSES 15
Table 15
Chart 35
Page 29 of 51
3.7.3. Northside Clinic
Clinic Category Num. of Responses
Northside Clinic Facilities 1
Better Communication 2
Better parking 0
Cleaning 0
Waiting time 2
Quality of appointment 0
lister to me 0
Poor transportation 0
Problems with medications 0
Interpreter services required 0
More staff needed in the clinic 0
Staff not supportive 0
Rude staff 0
Nothing 4
Other/unclassified 0
TOTAL RESPONSES 9
Table 16
Chart 36
Page 30 of 51
3.7.4. Dental Clinic
Clinic Category Num. of Responses
Dental Clinic Facilities 0
Better Communication 0
Better parking 1
Cleaning 0
Waiting time 1
Quality of appointment 0
lister to me 0
Poor transportation 0
Problems with medications 0
Interpreter services required 0
More staff needed in the clinic 0
Staff not supportive 0
Rude staff 0
Nothing 10
Other/unclassified 1
TOTAL RESPONSES 13
Table 17
Chart 37
Page 31 of 51
3.7.5. Sadadeen Clinic
Clinic Category Num. of Responses
Sadadeen Clinic Facilities 8
Better Communication 1
Better Parking 0
Cleaning 2
Waiting time 1
Quality of appointment 1
Listen to me 0
Poor transportation 2
Problems with medication 0
Interpreter service 0
More staff required 0
Staff not supportive 0
Rude staff 0
Nothing 22
Other/unclassified 1
TOTAL RESPONSES 38 Table 18
Chart 38
Page 32 of 51
3.7.6. Larapinta Clinic
Clinic Category Num. of Responses
Larapinta Clinic Facilities 2
Better communication 0
Better parking 0
cleaning 0
Waiting time 12
Quality of appointment 3
Listen to me 1
Poor transportation 0
Problems with medication 0
Interpreter services required 0
More staff needed 0
Staff not supportive 0
Rude staff 0
Nothing 19
Other/unclassified 4
TOTAL RESPONSES 39
Table 19
Chart 39
Page 33 of 51
3.7.7. Alukura Clinic
Clinic Category Num. of Responses
Alukura Clinic Facilities 0
better communication 0
better parking 0
Cleaning 0
Waiting time 2
Quality of appointment 0
Listen to me 1
Poor transportation 0
Problems with medication 0
Interpreter services required 1
More staff needed 0
Staff not supportive 0
Rude staff 0
Nothing 8
Other/unclassified 0
TOTAL RESPONSES 12
Table 20
Chart 40
Page 34 of 51
3.7.8. Ingkintja Clinic
Clinic Category Num. of Responses
Ingkintja Clinic Facilities 0
Better Communication 0
Better parking 1
Cleaning 0
Waiting time 0
Quality of appointment 0
Listen to me 0
Poor transportation 2
Problems with medication 0
Interpreter services 2
More staff needed 9
Staff not supportive 0
Rude staff 0
Nothing 12
Other/unclassified 4
TOTAL RESPONSES 30
Table 21
Chart 41
Page 35 of 51
3.7.9. Utju Clinic
Clinic Category Num. of Responses
Utju Clinic Facilities 0
Better communication 0
Better parking 0
Cleaning 0
Waiting time 0
Quality of appointment 1
Listen to me 0
Poor transportation 1
Problems with Medication 0
interpreter services required 0
More staff needed in the clinic 0
staff not supportive 2
Rude staff 1
Nothing 11
Other/unclassified 7
TOTAL RESPONSES 23
Table 22
Chart 42
Page 36 of 51
3.7.10. Mutitjulu Clinic
Clinic Category Num. of Responses
Mutitjulu Clinic Facilities 1
Better Communication 0
Better parking 0
Cleaning 0
Waiting time 0
Quality of appointment 0
lister to me 0
Poor transportation 0
Problems with medications 0
Interpreter services required 0
More staff needed in the clinic 0
Staff not supportive 0
Rude staff 0
Nothing 0
Other/unclassified 0
TOTAL RESPONSES 1
Table 23
Chart 43
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3.7.11. Amoonguna Clinic
Clinic Category Num. of Responses
Amoonguna Clinic Facilities 0
Better Communication 0
Better parking 0
Cleaning 0
Waiting time 0
Quality of appointment 0
lister to me 0
Poor transportation 0
Problems with medications 0
Interpreter services required 0
More staff needed in the clinic 0
Staff not supportive 0
Rude staff 0
Nothing 2
Other/unclassified 0
TOTAL RESPONSES 2
Table 24
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1. Comparison of results with the 2016-17 report.
A comparison of the dissatisfaction levels of the 2016-17 and the 2017-18 results are provided in
table 25.
SN Item Status
Congress Overall-2017
Congress Overall - 2018
% change (A negative value indicates improvement)
1. Access
It was easy to get an appointment today
Dissatisfied 14% 2% -12%
Highly Dissatisfied 2% 0% -2%
I did not wait too long for my appointment today
Dissatisfied 18% 4% -14%
Highly Dissatisfied 3% 2% -1%
Congress Transportation was available if needed
Dissatisfied 8% 3% -5%
Highly Dissatisfied 2% 1% -1%
2. Trust
The staff were kind
Dissatisfied 2% 1% -1%
Highly Dissatisfied 1% 0% -1%
I trusted the staff I saw
Dissatisfied 2% 0% -2%
Highly Dissatisfied 1% 0% -1%
I received the right amount of care time from the staff
Dissatisfied 3% 2% -1%
Highly Dissatisfied 2% 0% -2%
The staff listened to me
Dissatisfied 3% 1% -2%
Highly Dissatisfied 1% 0% -1%
I would recommend Congress to my friends and family
Dissatisfied 2% 1% -2%
Highly Dissatisfied 2% 0% -1%
3. Safety
I was given all the information I needed to make a decision about my health
Dissatisfied 3% 0% -3%
Highly Dissatisfied 1% 0% -1%
I felt that I was involved in the decisions that were made about me
Dissatisfied 3% 1% -2%
Highly Dissatisfied 2% 0% -2%
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The area I visited today was clean
Dissatisfied 2% 0% -2%
Highly Dissatisfied 2% 0% -1%
I felt my Culture and Traditions were respected
Dissatisfied 2% 0% -2%
Highly Dissatisfied 1% 1% 0%
4. Overall satisfaction Overall I was satisfied with my
visit today Dissatisfied 5% 3% -2% Table 25
4. Summary
This report presented the resuts of client satisfaction assessment survey conduced between
September 2017 and September 2018. The overall client satisfaction level (97%) is satisfactory and
exceeds global average statisfaction levels (94%) for a healthcare organisation. Congress has
achieved 3% improvement in the overall satisfaction level as compared to the previous assessment
period and the dissatisfaction levels have decreased significantly for all parameters assessed.
Outsourcing the survey to Ninti One has increased the response rate and helped to collect more
responses from clinics such as Alukura and Ingkintja. Congress should continue to collect survey
responses regularly to listen to the voice of the clients and act on the recommendations suggested
by the clients.
5. Recommendations 5.1. It is recommended to perform an analysis of waiting time across all Congress Clinics and
suggested recommendations for reducing waiting time. 5.2. Only 36% of clients use English at home. It is recommended to again consider how we
utlisie interpreters to improve communication between the staff and clients.
5.3. It is recommended to consider providing water coolers in the clinics.
5.4. Ten percent (10%) of clients at Amoonguna clinic suggested their culture and traditions
were not respected. This only represents one person due the small sample size of 12 and
cannot be taken as a significant finding. It is recommended that we ensure that next year
a larger sample size is achieved at Amoonguna.
5.5. With the increase in GP services at Ingkintja this year since the survey was completed it is
recommended to review the concern expressed about staffing levels at Ingkintja Clinic in
the next survey.
5.6. It is recommended to share the results of the survey with the board, staff at a staff
meeting and with the Congress clients through the website and social media
(Facebook/Twitter).
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Appendix A
Response rate for each survey question
SN Item
Total # responded % responded
1 Which congress clinic did you visit today 673 100%
2 Please select your age group 672 100%
3 Your gender 667 99%
4 Your main language spoken at home 665 99%
5 Access
5.1 It was easy to get an appointment today 665 99%
5.2 I did not wait too long for my appointment today 662 98%
5.3 Congress transportation was available if needed 663 99%
6 Trust
6.1 The staff were kind 666 99%
6.2 I trusted the staff I saw 657 98%
6.3 I received the right amount of care time from the staff 662 98%
6.4 The staff listened to me 664 99%
6.5 I would recommend Congress to my friends and family 661 98%
7 Empowerment
7.1 I was given all information I needed to make a decision about my health
665 99%
7.2 I felt that I was involved in the decisions that were made about me
662 98%
8 Safety
8.1 The area I visited today was clean 655 97%
8.2 I felt my culture and traditions were respected 647 96%
9 Overall I was satisfied with my visit today 651 97%
10 Please tell us one good thing we did today 418 62%
11 Please tell us one thing we could do better next time 176 26%
Table 26
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Appendix B Comparison of 2017 & 2018 results
2016-17 results 2017-18 results
Access
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Trust
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Safety
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95% 93% 98% 95% 96% 94% 100%
5% 7% 2% 5% 4% 6% 0%
0%
20%
40%
60%
80%
100%
Overall Satisfaction
Satisfied Dissatisfied
97% 98% 97% 98% 96% 97% 100% 98% 91% 97% 100%
3% 2% 3% 2% 4% 3% 0% 2% 9% 3% 0%
0%
20%
40%
60%
80%
100%
Overall Satisfaction
Satisfied Dissatisfied
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Reference list
Forbes: Customer satisfaction by numbers: An industry breakdown
https://www.forbes.com/sites/ciocentral/2012/04/19/customer-satisfaction-by-the-numbers-an-
industry-breakdown/#1e5ff879580f (accessed on 19/02/2019)
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