Barts Cardiology department communication and administration survey

Healthwatch have a legal power to visit health and social care services and see them in action. The purpose of an Enter and View visit is to collect evidence of what works well and what could be improved to make people’s experiences better.

The rationale for conducting an Enter and View visit to the Barts cardiology department is based on feedback from patients on their experience of the communication and information given prior to and after appointments.

The level of satisfaction with the care received is not subject to this project.

Your feedback on the following questions will be used as part of the overall project that will involve an Enter and View visit to the Barts cardiology department, and patient focus groups.

1.Have you received an appointment letter from the Barts cardiology department that contained incorrect information?

Yes

Let us know what was incorrect

2.Have you received an appointment letter that was missing or had insufficient contact information in it? (no phone number for the department, no email address for the department)

Yes - no phone number

Yes - no email address

Yes - no department opening hours

Other (please specify)

3.Did the letter you received stipulate if the appointment was in person or virtual (telephone or video call)?

Yes

Other (please specify)

4.Did the letter give you the option to obtain the details in your preferred language?

Yes

Unsure

5.Before your appointment did you receive a timely reminder?

Yes - via a follow up letter

Yes - via a text message

Yes - via a telephone call

6.Did the reminder information contain the same information as the original appointment letter?

Yes - it was all correct

No - it contained a different time

No - it contained a different date

No - it contained different appointment info (in person/virtual)

Please give us further details

7.If you tried to contact the department, how did you do this?

Via telephone

Via email

Via the front desk

Via the Patient Knows Best App

Other (please specify)

8.If you contacted the department via telephone, please let us know of your experience.

The telephone was answered in a timely manner

There was no answer, I left a message and received a call back

There was no answer, I left a message but did not receive a call back

Other (please specify)

9.If you contacted the department via email, please let us know of your experience.

I received an automated response, then a response to my query

I received an automated response, but not response to my query

I received a response to my query

I didn't receive an automated response or a response to my query

Other (please specify)

10.If you use the Patient Knows Best App, was your appointment information correct within it?

Yes

I don't use the App

No, please tell us what was incorrect

11.Did you receive information on how to get to your appointment and where to report to with your appointment letter?

Yes

12.Did you receive further information with your appointment letter? Such as an information leaflet on your condition.

Yes

Please let us know what you received.

13.Did your appointment get changed or cancelled?

Yes

14.If yes, please let us know if it was easy to get a new appointment

Very easy, I phoned and got through straight away

Very easy, I emailed and got a response straight away

I had difficulty getting through to the department to get a new appointment

Other (please specify)

15.Please let us know of any further information or comments you'd like to make about Barts Cardiology department

16.Please let us know if you would be interested in attending a focus group on this subject

Yes

Please let us know your email address if you want to take part.

18.Please let us know your postcode

Thank you for taking the time to complete our survey. If you've opted to take part in a focus group, you'll hear from us soon.