Skip to main content

Client & Stakeholder Feedback

BCCDC is committed to continually improving our services. We gather feedback from our clients and stakeholders to find strengths and areas of improvement.

As part of BCCDC's committment to continually improving our services, we periodically conduct surveys of our clients and stakeholders. In 2014, BCCDC we conducted our fourth round of such surveys. 

These surveys were conducted by an independent firm, with the purpose of finding strengths and areas of improvement based on clients and stakeholders' feedback. 

Overall satisfaction and willingness to recommend services were reportedly high in both surveys showing consistency from 2011 survey scores.

The Client Survey was offered as a paper-based survey.  It was available in five languages in our clinics from March 19, 2014 to April 25, 2014. 


Purpose

BCCDC is continuing to listen to the public voice through the administration of client experience surveys. 

Findings have pointed to strengths and areas for improvement based on client feedback. The survey provided an opportunity for clients to anonymously share their experience of care at BCCDC’s Clinical Prevention Services service line, namely the Sexually Transmitted Infections (‘STI’)/HIV clinics and Tuberculosis (’TB’) clinics. 

By comparing findings from a similar survey conducted in 2011, results from this survey will allow BCCDC to monitor the quality of, and make improvements to, the healthcare services clients receive over time.


Methodology

Surveys are available in hard copy. 

Hard copy questionnaires were distributed by BCCDC staff in two STI clinics: 

  • The Vancouver Clinic (12th Ave) 
  • The Bute Street Clinic 
Hard copy questionnaires were also distributed by BCCDC staff in three TB clinics to clients receiving outpatient care: 

  • The Vancouver Clinic (12th Ave) 
  • The Downtown Clinic (Downtown Community HealthCentre, Powell Street) 
  • The New Westminster Clinic 
Survey was translated into Simplified Chinese, Traditional Chinese, Punjabi, Vietnamese and Korean. 

During the data collection stage 1058 clients accessed the STI clinics, with 119 completing the survey. In the same time period 2655 clients accessed the TB clinics with 63 completing the survey. 


Survey methodology was designed to maintain anonymity. Several survey questions have been validated by NRC Picker for outpatient clinics.    


STI Highlights

The majority (98) of the 119 surveys completed were from clients of the STI 12th Ave clinic, while 21 surveys were completed from the STI Bute Street clinic (table 1). All surveys were completed in English. 


All clients responding to the survey stated they would recommend the STI clinics to friends or family with 98% reporting yes, completely and 2% reporting yes, somewhat. 

Overall, clients gave positive ratings on the topic of clinic wait times with 46% reporting that they waited less time than expected and 47% waiting as long as they had expected. 

Nearly all clients (99%) felt they were treated with respect. Clients indicated front desk staff was polite all of the time (91%) or some of the time (8%). 

All clients felt the health care provider(s) listened and all indicated they were comfortable asking questions of staff. 

Ninety-nine percent of clients reported they were given enough privacy during their clinic visit, 94% reported completely, and 5% reporting somewhat.

TB Highlights
The majority of the 65 completed surveys were from the Vancouver clinics with a handful coming from the New Westminster clinic. 

Ninety-seven percent of respondents reported they would recommend the TB clinics to family or friends. 

The majority of TB clinic clients gave positive ratings on the topic of clinic wait times with 28% reporting that they waited less time than expected and 52% waiting as long as they had expected. 

All respondents felt they were treated with respect by clinic staff, with 96% reporting all of the time and 5% reporting some of the time. 

All clients (100%) felt healthcare staff listened to them and all were completely (94%) or somewhat comfortable asking questions of staff (6%). 

All respondents reported they were given enough privacy during their clinic visit, 95% reported completely, and 5% reporting somewhat. 

Plans for Improvement
The survey results have been reviewed with the goal of identifying and prioritizing areas for improvement.  Survey results are used to support other projects, initiatives and annual goal setting.  

The Stakeholder Experience Survey was an online survey, with an email invitation to all of our key stakeholders and clients. This survey was open from March 3, 2014 to March 21, 2014.


Purpose

The goal of the 2014 survey was to better understand how BCCDC stakeholders rate their experience with the BCCDC service lines. In particular, the survey explored the practical application and timeliness of information and guidelines provided by BCCDC, availability for consultations (where appropriate), and opportunities for collaboration.


Methodology

The survey was emailed to stakeholders via BCCDC distribution channels on March 3, 2014 and responses were accepted until March 21, 2014. A total of 264 respondents completed the survey including respondents from Vancouver Coastal Health (21%), Fraser Health (12%), Interior Health (9%), Northern Health (5%), Vancouver Island Health (1%) and PHSA (27%). 

Stakeholders are defined as clients of BCCDC who responded to the survey. Stakeholders include administrators and program directors (8.4%), environmental health officers (28.7%), health unit staff (4.2%), nurses (44.5%), physicians (10.0%) and other health professionals (4.2%). 

The BCCDC Service Lines are:   

  • Environmental Health Services
  • Clinical Prevention Services'
  • Immunization Programs and Vaccine Preventable Disease Services
  • Communicable Disease Prevention and Control Services
  • Public Health Emergency Management Services
  • Provincial Public Health Microbiology & Reference Laboratory  
Highlights
Stakeholders were asked to rate their overall experience with each Service Line. Stakeholders rated their overall experience quite highly across all service lines with 82% to 96% of stakeholders positively rating the Service Lines excellent, very good or good. 

Nearly all stakeholders (98%) stated they would recommend BCCDC, with three quarters (77%) reporting they would completely recommend BCCDC and 21% reporting they would somewhat recommend BCCDC. These findings are consistent with 2008 and 2011 results. 

BCCDC Plans for Improvement

All BCCDC service lines have reviewed the survey results with the goal of identifying and prioritizing areas for improvement.  Survey results are used to support other projects, initiatives and annual goal setting within the service lines. 


SOURCE: Client & Stakeholder Feedback ( )
Page printed: . Unofficial document if printed. Please refer to SOURCE for latest information.

Copyright © BC Centre for Disease Control. All Rights Reserved.

    Copyright © 2019 Provincial Health Services Authority.