Satisfaction surveys are conducted throughout the organisation so that we can measure how our patients, residents and clients think about the service they are being offered.

In Grant Lodge we conduct satisfaction surveys with the residents twice a year. In the most recent survey, only a small number of residents (11) were interviewed with 36% rating Grant Lodge as excellent, 54.5% as good and 9% (1 resident) rating the care as fair. One of the negative comments was on the difficulty in pushing wheelchairs on the carpet; since then the carpet has been replaced. Some of the comments included:

• ‘Able to go on bus trips when you want’
• ‘Everything you want is here’
• ‘Service and room facilities are very good’
• ‘Depends on busy times on how promptly staff come’
• ‘Sometimes staff and trolleys are a bit noisy, but they can’t help it’

Radiology undertook an obstetric ultrasound audit to ensure we were producing the expected results. This audit was conducted on soon to be mothers commencing at the first month of pregnancy through to the final month. The results demonstrated we had a high level of accuracy of foetal weight estimates and that the tests were accurate. This audit result ensured that we were performing at best practice standards. A patient survey was also undertaken and although, in most cases, the results were positive there were still some issues over the actual waiting area for trolley patients, signage (although this had improved since the previous audit), limited car parking and increased waiting times due to the department being busier. The survey did show that 30% of patients waited more than 10 minutes compared to the previous survey, which showed no one, waited more than 10 minutes. 

The Day Stay program, which is our infant feeding and sleeping service, held at Melton Community Health Centre conducted an evaluation of their program during the year and found that 88% of families felt their goals had been fully met, 10% that their goals had been partially met and 2% that their goals had not been met.