P55 The use of web-based technology to measure patient experience in sexual health services. (18th May 2015)

• Record Type: Journal Article
• Authors: Hartley, Anna; Marcus, Rebecca; Tariq, Shema; Begum, Johura; Purkis, Janice; Sarner, Liat
• Is Part Of: Sexually transmitted infections. Volume 91(2015)Supplement 1
• Page Start: A33
• Page End: A33
• Publication Date: 2015-05-18
• Subjects: Sexually transmitted diseases -- Periodicals; HIV infections -- Periodicals; 616.951005
• DOI: 10.1136/sextrans-2015-052126.98
• Languages: English
• ISSNs: 1368-4973

Abstract

Abstract : Introduction: In comparison to other specialities, generating feedback from sexual health patients on clinic experience is challenging. Web-based technology can address many challenges associated with paper-based surveys, and is increasingly used to generate feedback in healthcare. A survey conducted in our service showed that four-fifths of our patients use smartphones; we therefore wanted to use technology to capture patient experience of our service. Aim: To measure real-time patient experience of our sexual health service using an online questionnaire. Methods: Since May 2014, new patients attending one of our five services are sent a link to an online survey via free text message. The short survey captures demographic data and feedback, with facility to request call back to discuss any concerns. Results: Since May 2014, 2457 new patients (18%) have completed the survey (2457/13753). Discussion: We have demonstrated high levels of satisfaction with our service as a result of this online survey. Implementation challenges include varying response rates, administration time and cessation of free messaging. However, the generation of real-time feedback is valued by staff, commissioners and patients, and has resulted in several service improvements e.g. improved signage and new processes for triaging patients.