Customer Satisfaction

[Sarah Bulzomi]

Hi team,

We are in the process of updating out customer satisfaction survey and consumer response, specific to Infection Control.
I was wondering what other organisations have in place around this.
We are currently struggling to find a model that is able to;

a) gain enough interest for consumers to participate in and

b) obtain enough information that we as an organisation can utilise/improve on

Any ideas would be much appreciated!

Kind regards,

Sarah Bulzomi
Infection Control Officer
[http://www.rdhs.com.au/wp-content/uploads/2015/07/rdhs-logo.jpg]

Robinvale District Health Services
PO Box 376, Robinvale VIC 3549
Mobile:

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[Lindy Ryan]

Hello Sarah

I find data from NSW BHI most useful as it provides a snap shot of broad information in a variety of settings about the consumers perceptions of us in these setting re Hand Hygiene , cleanliness of wards and bathrooms etc …(it is a bit dated currently so waiting for update)

I can at least benchmark externally and with our selves re data we already collect on the floor ie HHA audit data, cleaning audit results etc

I am not sure what you have set up in Vic but reckon you would have something similar down your way to what we have in NSW re consumer survey / feedback ?

http://bhi.nsw.gov.au/Healthcare_Observer

good luck & hope this info helpful

cheers

Lindy

Lindy Ryan

District Infection Prevention & Control CNC | Clinical Governance & Information Services MNCLHD
Level 1 Coffs Specialist Centre, Pacific Hwy, Coffs Harbour
Office 66911984 or Mob 0419 990 693 | lindy.ryan@ncahs.health.nsw.gov.au
http://www.health.nsw.gov.au

[http://internal.health.nsw.gov.au/communications/e-signatures/images/NSW-Health-Mid-North-Coast-LHD.jpg]

“Wise and humane management of the patient is the best safeguard against infection”
(Florence Nightingale Circa 1860)

Hi team,

We are in the process of updating out customer satisfaction survey and consumer response, specific to Infection Control.
I was wondering what other organisations have in place around this.
We are currently struggling to find a model that is able to;

a) gain enough interest for consumers to participate in and

b) obtain enough information that we as an organisation can utilise/improve on

Any ideas would be much appreciated!

Kind regards,

Sarah Bulzomi
Infection Control Officer
[http://www.rdhs.com.au/wp-content/uploads/2015/07/rdhs-logo.jpg]

Robinvale District Health Services
PO Box 376, Robinvale VIC 3549
Mobile:

P If this document is not required for record keeping purposes, please consider the environment before printing.

MESSAGES POSTED TO THIS LIST ARE SOLELY THE OPINION OF THE AUTHOR, AND DO NOT REPRESENT THE OPINION OF ACIPC.

The use of trade/product/commercial brand names through the list is discouraged by ACIPC. If you wish to discuss specific reference to products or services by brand or commercial names, please do this outside the list.

Archive of all messages are available at http://aicalist.org.au/archives – registration and login required.

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This message is intended for the addressee named and may contain confidential information. If you are not the intended recipient, please delete it and notify the sender.

Views expressed in this message are those of the individual sender, and are not necessarily the views of NSW Health or any of its entities.

MESSAGES POSTED TO THIS LIST ARE SOLELY THE OPINION OF THE AUTHOR, AND DO NOT REPRESENT THE OPINION OF ACIPC.

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[Michael Wishart]

Hi Sarah

We used our volunteers to collect information directly from patients regarding hand hygiene compliance (eg who did, who didn’t, according to what the patient saw). We also used the opportunity to ask patients if they felt comfortable in asking staff if they had performed hand hygiene if they didn’t see it. That was quite interesting, as most of our patients said were happy to ask nurses and other staff, but not doctors. The main reason was that “the doctor knows what he is doing”! We used that to talk to the doctors about hand hygiene and their responsibilities for their own practice (“patients are relying upon you!”).

If you could find a way to collect that sort of information if can be quite useful, and I think patients can be easily engaged.

Cheers
Michael

Michael Wishart | Infection Control Coordinator, CICP-E

St Vincent’s Private Hospital Northside | 627 Rode Road CHERMSIDE QLD 4032
T +61 7 3326 3068 | F +61 7 3607 2226
E michael.wishart@svha.org.au |
W https://www.svphn.org.au

[cid:image001.jpg@01D46C86.4CDB6090]
[2019 conference email signature]

Hi team,

We are in the process of updating out customer satisfaction survey and consumer response, specific to Infection Control.
I was wondering what other organisations have in place around this.
We are currently struggling to find a model that is able to;

a) gain enough interest for consumers to participate in and

b) obtain enough information that we as an organisation can utilise/improve on

Any ideas would be much appreciated!

Kind regards,

Sarah Bulzomi
Infection Control Officer
[http://www.rdhs.com.au/wp-content/uploads/2015/07/rdhs-logo.jpg]
Robinvale District Health Services
PO Box 376, Robinvale VIC 3549
Mobile:

P If this document is not required for record keeping purposes, please consider the environment before printing.

______________________________________________________________________
This email and any attachments to it (the “Email”) is confidential and is for the use only of the intended recipient, and may not be duplicated or used by any other party without the express consent of the sender. If you are not the intended recipient of the Email, please notify the sender immediately by return https://clicktime.symantec.com/3TP9Jd5bukQSj3tgev7uq9V7Vc?uemail%2C%20delete%20the%20Email%2C%20and%20do not copy, print, retransmit, store or act in reliance on the Email. St Vincent’s Health Australia (“SVHA”) does not guarantee that the Email is free from errors, viruses or interference. Emails to and from SVHA or its related entities may be scanned and filtered in locations outside Australia.
MESSAGES POSTED TO THIS LIST ARE SOLELY THE OPINION OF THE AUTHOR, AND DO NOT REPRESENT THE OPINION OF ACIPC.

The use of trade/product/commercial brand names through the list is discouraged by ACIPC. If you wish to discuss specific reference to products or services by brand or commercial names, please do this outside the list.

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______________________________________________________________________
This email and any attachments to it (the “Email”) is confidential and is for the use only of the intended recipient, and may not be duplicated or used by any other party without the express consent of the sender. If you are not the intended recipient of the Email, please notify the sender immediately by return email, delete the Email, and do not copy, print, retransmit, store or act in reliance on the Email. St Vincent’s Health Australia (“SVHA”) does not guarantee that the Email is free from errors, viruses or interference. Emails to and from SVHA or its related entities may be scanned and filtered in locations outside Australia.

MESSAGES POSTED TO THIS LIST ARE SOLELY THE OPINION OF THE AUTHOR, AND DO NOT REPRESENT THE OPINION OF ACIPC.

The use of trade/product/commercial brand names through the list is discouraged by ACIPC. If you wish to discuss specific reference to products or services by brand or commercial names, please do this outside the list.

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