MSG waiting times are main complaint in patient survey
WAITING times for orthopaedics have been the main cause for complaint from MSG patients, with warnings problems are likely to continue.
The Medical Specialist Group has published the results of its annual patient survey, compiled in May, with 633 people taking part and 97% reporting a positive experience.
Waiting times and communication were two areas highlighted for improvement.
In total, 9% of patients were disappointed with the time it took to receive their appointment, which is a deterioration compared with 2015 when 100% satisfaction was achieved.
The main area of concern is orthopaedics.
MSG chairman Dr Gary Yarwood said: ‘We have been working closely with our colleagues at HSC to improve waiting times for orthopaedic patients and a number of initiatives are being implemented to try and improve the situation. However, demand for the service is extremely high and continues to rise and, with an ageing demographic on the island, this is likely to continue for the foreseeable future.’
Last year the States paid MSG £19.335m.
Recent efforts have concentrated on trying to bring inpatient waiting times to within the contractual eight-week target.
In February, 151 patients were on the list over six months awaiting surgery.
The survey showed that 5% of respondents found communications from MSG had been disappointing and the majority of these were orthopaedic patients.
MSG chief executive Debbie Guillou said: ‘We will aim to do more in the coming year to communicate with patients who are having to wait a long time for their appointment. We are also exploring the possibility of electronic communications to replace the traditional methods used at present.
‘This will require some systems development in conjunction with HSC because of the large volume of patient interactions each year but the benefits would be undeniable.’
In previous years, concerns about parking and appointments not running to time have been expressed and the MSG has worked to improve in these areas.
In 2014, 21% found parking to be inadequate, increasing to 24% in 2015. In 2019, this figure has fallen to 7%.
‘New parking arrangements introduced in 2018 seem to be making a positive impact,’ said Miss Guillou.
‘Bicycle racks have also been installed alongside Alexandra House to encourage staff and patients to cycle in.
‘According to the survey, the majority of dissatisfied patients had appointments at Mill House where the parking is mainly restricted to disabled spaces.’
Parking is available at Alexandra House for anyone visiting Mill House.
The timeliness of appointments has also improved this year. In 2014, 19% of patients said that they had to wait too long in the reception area before being seen. In 2019, the figure had dropped to 6%.
New questions this year asked whether reception staff, administration staff and other health care practitioners were courteous, helpful and efficient. 100% said yes in respect of reception staff, 98% for administration staff and 99% for other health care practitioners (nurses, audiologist, extended scope practitioner).
