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Client Experience

​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.

Surveys are available in hard copy. 

Hard copy questionnaires were distributed by BCCDC staff in two STI clinics: 
  1. The Vancouver Clinic (12th Ave) 
  2. The Bute Street Clinic 
Hard copy questionnaires were also distributed by BCCDC staff in three TB clinics to clients receiving outpatient care: 
  1. The Vancouver Clinic (12th Ave) 
  2. The Downtown Clinic (Downtown Community Health Centre, Powell Street) 
  3. 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.    
 
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.
 
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. 

 

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.  

 

SOURCE: Client Experience ( )
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