Each clinic has a client information folder which gives feedback on the results of survey and audits and explains what we will do to further improve our service. It also provides information about access to the service, complaints and how we manage our resources. In addition, we have a comments folder and entries in this are discussed at meetings on a regular basis.
Our clinic at West Middlesex Hospital has recently been refurbished to a high standard. Every effort has been made to make the clinic look less like a hospital while remaining a safe and clean area for clinical duties. Previous users of the sexual health clinic will notice a very big difference.
In October 2010, West Middlesex Hospital acquired the management of the old style 'family planning' clinics. Since then, the clinics have been rebranded as Contraception and Sexual Health Clinics and the services on offer have been extended to include STI and HIV testing. Our Feltham and Hounslow clinics also have expereinced sexual health doctors and nurse practitioners during the week to reduce the need for patients to attend the hospital. At Hounslow, appointments can be made for these doctors.
Sexual health services managed by West Middlesex Hospital are now fully intergrated and 'paperless.' This means patients will be able to use the same unique patient number at all of our clinics, this will lead to less waiting times and improved efficiency while still remaining confidential services.
Staff from West Middlesex Hospital work closely with the local PCT, Borough Councils and local statutory and voluntary agencies. Staff from the clinic sit on local Sexual Health Strategy Boards and Hounslow Teenage Pregnancy Partnership Boards. The Hounslow Teenage Pregnancy Partnership Board were awarded with Brook Sexual Health Project of the Year Award 2011 for their work with young parents.
The clinic actively seeks user involvement through patient satisfaction surveys, audits, patient comment folders and suggestion boxes. These ideas are discussed at staff multi-disciplinary meetings and the appropriate actions are taken and changes are made, where possible. Here some of our results from our most recent surveys:
Feltham Sexual Health Clinic (September 2011)
Patients were asked to rate our service between 1 (very poor) to 5 (very good) when attending throughout September in Location, Welcome, Service, Opening times and Consulation. The average scores are below.
| Location |
4.5 |
| Services on offer |
4.4 |
| Opening Times |
3.9 |
| Welcome at Reception |
4.4 |
| Consultation with Nurse |
4.3 |
Our welcome and consultations were highly rated. With changes to the opening times at Feltham we hope to improve these scores.
In the summer of 2010 we had a series of 'mystery shoppers' under the age of 20 who attended the clinic to assess the quality of our service. From this, 91% of the mystery shoppers said they would definitely or would consider using our services again.
Below are some quotes from the mystery shoppers.
"She made me feel really at ease, was really thorough and took her time... went through everything in detail sensitively"
"The nurse was amazing. Went through all kinds of contraception with me- didn’t just give me some leaflets"
A number of the mystery shoppers commented on the positive experiences they received compared to other health services. We strive to continue to receive positive feedback from undertaking such events.
