image/svg+xml SATISFACTION FEASIBLE UPLIFT If the NHS addresses thekey painpoints, by howmuch will their customers'satisfaction increase? How satisifed are patientsat touchpoints across the NHS journey? CONSULTATION 5.7% 76.4% LEAVING 74.4% 7.5% BOOKING APPOINTMENT 6.4% 68.0% ARRIVAL 4.9% 74.2% DIAGNOSTIC PROCESS 3.8% 76.2% FINDING INFORMATION 0.1% 75.0% PATIENT CARE 2.8% 75.3% AMENITIES 4.8% 74.0% AFTERCARE 1.7% 71.5% CONSULTATIONTOP 3 PAINPOINTS: -Waiting time before appointment -Length of appointment -Talking through any concernsPREVALENCE OF TOP 3 PAINPOINTS:Experienced by 58% of patients, ofwhich, 34% were dissatisfied overall PATIENT CARETOP 3 PAINPOINTS: - Coordination between staff - Explanation of any complications - Pain managementPREVALENCE OF TOP 3 PAINPOINTS:Experienced by 38% of patients, ofwhich, 38% were dissatisfied overall LEAVINGTOP 3 PAINPOINTS: - Information received - Options for a follow-up appointment - Assistance to get homePREVALENCE OF TOP 3 PAINPOINTS:Experienced by 53% of patients, ofwhich, 32% were dissatisified overall AMENITIESTOP 3 PAINPOINTS: - Car parking facilities - Welcoming environment - Sign-posting within hospitalPREVALENCE OF TOP 3 PAINPOINTS:Experienced bt 46% of patients, ofwhich, 29% were dissatisifed overal BOOKING APPOINTMENTTOP 3 PAINPOINTS: - Flexibility of appointment time - Getting through on the phone - Ease of booking an appointmentPREVALENCE OF TOP 3 PAINPOINTS:Experienced by 52% of patients, ofwhich, 31% were dissatisfied overall AFTERCARETOP 3 PAINPOINTS: - Arranging follow-up consultation - Continued communication with hospital - Special instructions from consultant to be followed at homePREVALENCE OF TOP 3 PAINPOINTS:Experienced by 33% of patients, ofwhich, 29% were dissatisfied overall ARRIVALTOP 3 PAINPOINTS: - Being informed of what to expect when arriving at the hospital - Being made to feel welcome - Ease of getting to the hospital via public transportPREVALENCE OF TOP 3 PAINPOINTS:Experienced by 35% of patients, ofwhich, 34% were dissatisifed overall FINDING INFORMATIONTOP 3 PAINPOINTS: - Patient information about what to expect during hospital visit - Ease of website use - Finding details of available consultantsPREVALENCE OF TOP 3 PAINPOINTS:Experienced by 7% of patients, of which, 28% were dissatisfied overall. DIAGNOSTIC PROCESSTOP 3 PAINPOINTS: - Waiting time to receive results - Explanation of results - Explanation of next steps following resultsPREVALENCE OF TOP 3 PAINPOINTS:Eperienced by 41% of patients, of which, 31% were dissatisfied overall. 14.4% 9.8% 18.6% 13.6% 6% 2% 9.3% IMPACTON OVERALLSATISFACTION 18.3% 8%