News
100% of our patients would recommend us to a friend.
For the full results of our latest patient satisfaction survey click below to download the report.
Patient satisfaction survey results 2015
- Surviving Major Burns and my journey to recovery
- Free talk on Monday 27th July 7-9pm
- Blighmont (East) Army Reserve Centre, Millbrook Road West, Southampton SO15 0AJ (this is next door to our clinic in Southampton)
- Call 023 8008 9120 to reserve a place
Jamie is an old personal friend of mine from our time serving together in the Army Reserves Airborne Forces.
In the summer of 2007, during a routine solo flight, his life changed for ever when his plane engine caught fire. Within seconds he was engulfed in flames, and knowing that certain death awaited him Jamie had to act.
Jamie sustained a total of sixty percent third-degree burns to his body and remained in intensive care for 12 months.
Jamie has undergone over 50 operations and had intensive physiotherapy rehabilitation since the incident, an accident which doctors believed left him with only a 5% chance of survival.
Through extraordinary mental strength and determination Jamie has gone a long way to re-building his life. The manner in which he has approached life since the accident is a shining example of dealing with adversity. He has been an Olympic Torch bearer, Ivictus Games competitor, expedition leader and charity fund raiser for various military charities.
His story and incredible strength of character are an inspiration to all audiences who hear him speak. By speaking to people about his life, the accident and the horrendous fight back to normality Jamie aims to inspire confidence and energy in the audience.
Places are limited on this inspirational talk so book your place early. I guarantee you that Jamie’s story will move you and inspire you, so book early as places are limited.
Click the links below for more about Jamie’s inspirational life story.
Jamie Hull Burns Survival video
Book your place now, don’t miss this rare opportunity! Call 023 8008 9120.
Adam Smith-Connor
Clinic Director
Click link below to watch a short video about normal posture, presented by Chartered Physiotherapist Adam Smith-Connor.
10% Discount for Local Sports Club Members
Register your club with us today and we will offer any of your members a 10% discount when they come to the clinic to see a Physiotherapist or Sports Therapist.
To register send an email to emma@newforestphysio.co.uk requesting registration and we will then place you on our website as well.
See our partnerships page for full terms and conditions.
http://www.newforestphysio.co.uk/partnerships/
Patient Record Outcomes improve in 96% of our Patients
Our Patient Record Outcome Measures assess how the patient’s pain affects their daily activities, mental status and work performance.
A recent audit off our outcome measures showed 96% of our patients had an improvement in their outcome score following treatment by us.
*Please fill in one of our patient record surveys after your visit to the clinic to have your say.
Customer Satisfaction Report New Forest Physiotherapy Clinic 2014
Patient Satisfaction Survey Breakdown
This is the break down and analysis of the results gathered from the New Forest Physiotherapy patient satisfaction reports. Patients completed the surveys after treatment at both Southampton and Fawley sites, between the 28th of July 2014 and the 11th of August. The questionnaire is made of 8 questions, which include:
1). The efficiency and ease of telephone contact
2). The time availability of the appointment times offered
3). The waiting area facilities
4). The punctuality of therapist
5). The explanation of your diagnosis and treatment
6). The overall standard of care you received
7). Would you recommend us to a friend?
8). What could we have done better?
(Questions 1-6 were rated from 1(poor) to 5 (excellent))
A total of 19 questionnaires were completed during this time. Results have been compared to those collected in 2011. This year has been chosen as the results gathered are reliable and clearly laid out in statistical format. They have also been used as a 3-year time gap should show to be enough time for an improvement to occur within sections. Here are the results:
RESULTS:
(1= poor 5= excellent)
Fawley data Southampton data
(Q1) – 4, 4, 5, 4, 5, 5, 4 (Q1) – 5, 4, 5, 4, 4, 4, 5, 4, 5, 4, 5, 5
(Q2) – 4, 5, 5, 4, 5, 5, 4 (Q2) – 5, 4, 4, 3, 5, 4, 4, 4, 5, 3, 4, 5
(Q3) – 2, 4, 4, 2, 5, 5, 3 (Q3) – 5, 4, 5, 4, 4, 4, 3, 4, 5, 4, 2, 5
(Q4) – 4, 4, 5, 4, 5, 5, 4 (Q4) – 5, 4, 5, 5, 5, 4, 5, 4, 5, 4, 5, 5
(Q5) – 4, 4, 5, 4, 5, 5, 4 (Q5) – 5, 4, 5, 5, 5, 4, 5, 4, 5, 5, 5, 5
(Q6) – 4, 5, 5, 5, 5, 5, 4 (Q6) – 5, 5, 5, 4, 5, 4, 5, 4, 5, 5, 5, 5
What percentage of results was in the ‘higher tier’
Higher tier is a tier I have created which is made up of ratings ‘very good’ (4’s) and ‘excellent’ (5’s). NFPS should be aiming to get into Top Band, in order to provide the best experience for patients.
From the results, 93.8% of results fell into the top band, which is extremely positive.
(Q1). The efficiency and ease of telephone contact
(1= poor 5= excellent)
Poor | Below Average | Average | Very Good | Excellent |
0/19 | 0/19 | 0/19 | 10/19 | 9/19 |
- 100% of patients perceived the efficiency to be within the top band (Ratings 4/5’s)
- 2011 results – 92.3% in higher tier.
(Q2). The time availability of the appointment times offered
(1= poor 5= excellent)
Poor | Below Average | Average | Very Good | Excellent |
0/19 | 0/19 | 2/19 | 9/19 | 8/19 |
- 4% of patients perceived the availability of appointment times offered to be within the top band (Ratings 4/5’s)
- 2011 results – 84.6% in higher tier.
(Q3). The waiting area facilities
(1= poor 5= excellent)
Poor | Below Average | Average | Very Good | Excellent |
0/19 | 2/19 | 3/19 | 8/19 | 6/19 |
- 6% of patients perceived the quality of waiting area facilities to be within the top band (Ratings 4/5’s)
(Q4). The punctuality of therapist
(1= poor 5= excellent)
Poor | Below Average | Average | Very Good | Excellent |
0/19 | 0/19 | 0/19 | 8/19 | 11/19 |
- 100% of patients perceived the punctuality of the therapist to be within the top band (Ratings 4/5’s)
- 2011 result – 84.6% in higher tier
(Q5). The explanation of your diagnosis and treatment
(1= poor 5= excellent)
Poor | Below Average | Average | Very Good | Excellent |
0/19 | 0/19 | 0/19 | 7/19 | 12/19 |
- 100% of patients perceived the explanation of diagnosis and treatment to be within the top band (Ratings 4/5’s)
- 2011 result – 84.6% in higher tier
(Q6). The overall standard of care you received
(1= poor 5= excellent)
Poor | Below Average | Average | Very Good | Excellent |
0/19 | 0/19 | 0/19 | 5/19 | 14/19 |
- 100% of patients perceived the overall standard of care received to be within the top band (Ratings 4/5’s)
- 2011 result – 69.2% in higher tier
(Q7). Would you recommend us to a friend?
- 100% would recommend us to a friend.
- 2011 result – 100% would recommend us to a friend
(Q8). What could we have done better?
What patients feel need improving:
– Waiting area – This was mentioned in the comments sections of the questionnaires and also scored relatively low in comparison to other results from the surveys (Question 3 was the only question to record a below than average reading).
– Better instructions on how to find where it is in the business centre.
Action:
Based on the results, New forest physiotherapy could do:
- A video to go on the website, which would show people where to walk when they get to the building as a few people have mentioned it was difficult to find the clinic inside the Solent business centre.
- Laminates with arrows showing where the Physiotherapy clinic is. This isn’t so realistic as most other companies in Solent business centre would then want to do the same thing.
- Encourage patients at the Gang Warily clinic to sit in the viewing gallery while they wait for an appointment. This area is quieter, warmer, and a better surrounding compared to waiting just inside the main door.
Unfortunately due to structural design at both Gang Warily and Solent Business Park, it is not possible to extend or build a waiting area just for NFP patients.
How do the results compare to those from 2011
From looking at the data collected in 2011, it is evident that numerous sections have improved. The efficiency and easy of telephone contact is one example. 2011 results record data in average and below average sections, where as 2014 data is 100% within very good and excellent. This could be due the call answer service now used within the clinic. I expect to see a further increase in the amount of ‘excellent’ results received due to the hiring of an Administrator at the Southampton Clinic come August.
Another section that has improved is the availability of appointment times. 2011 results were not as strong as those recorded in 2014 due to 4% of patients perceiving the availability in 2011 to be ‘poor’ and 11% percent scored ‘average’. 2014 results however are 89.4% in the higher tier, with only 10% of patients perceiving it to be average. This is a small improvement of 2011, but an improvement nonetheless.
Added comments from Questionnaires:
Positive:
- Friendly, caring, supportive treatment.
- Good price and local.
- Good information.
- Quick booking. Very punctual.
- Professional and friendly.
- Friendly, good communication.
- Friendly and found the cause of my pain
- Professional and courteous
- Friendly and professional
- Everything was quick and punctual
- Treatment really helped pain
- Friendly, Relaxed. Good understanding of symptoms
NEW FOREST PHYSIOTHERAPY PATIENT SATISFACTION SURVEY 2014
The overall standard of care you received
(1= poor 5= excellent)
Poor | Below Average | Average | Very Good | Excellent |
5/19 | 14/19 |
Comments from Questionnaires:
- Friendly, caring, supportive treatment.
- Good price and local.
- Good information.
- Quick booking. Very punctual.
- Professional and friendly.
- Friendly, good communication.
- Friendly and found the cause of my pain
- Professional and courteous
- Friendly and professional
- Everything was quick and punctual
- Treatment really helped pain
- Friendly, Relaxed. Good understanding of symptoms