As part of our commitment to patient care, SpaMedica recently carried out a large-scale patient survey to obtain feedback about what we do well and what we could do even better. Over 3,100 NHS patients responded to our survey, where we asked them to rate our quality of service, share their impressions of our staff, and let us know how happy they were with the outcome of their surgery. All the NHS patients who completed the survey had cataract surgery at a SpaMedica hospital on one or both of their eyes.
The survey found:
Post-surgery, many patients were able to resume hobbies they previously struggled with, including watching television (58%), reading books (53%) and driving (52%). Their improved vision also had a direct impact on their overall quality of life:
Alex Silvester, Medical Director, said:
“We are delighted with the high response rate to the survey, and the positive feedback provided by our patients. It’s wonderful to hear that so many of our patients are happy with the outcome of their surgery and that their vision – and general wellbeing – are much improved because of it. Our staff already find their roles incredibly rewarding and are lucky enough to receive lots of thank you cards and five-star reviews from our patients, but the results of this survey highlight just how life-changing cataract surgery can be. To know that the hard work of our staff and surgeons can help someone’s quality of life change from ‘very poor’ to ‘very good’ within a matter of weeks is truly inspirational, and that’s exactly what we’re here for – to make a difference.”
The results of the survey show just what a crucial role SpaMedica’s staff play in the patient journey:
“We know cataract surgery can be daunting, but our hospital teams are on hand to support our patients every step of the way. We always reassure patients that cataract surgery is one of the most common operations performed worldwide, with one of the highest success rates, and the results of this survey will help to reassure patients that the benefits far outweigh the minimal risks.”
This is evidenced in some of the lovely comments left by patients who completed the survey:
“I am 90 years of age and sometimes feel as if I am being written off by some parts of society, but I was made to feel as if I was very important indeed when I visited the clinic.”
“From the minute I walked into the hospital to when I left, I was made to feel welcome. The staff are a very happy, smiley group of people. They were, at all times, courteous and helpful. The entire appointment was over in 2 hours, including coffee and biscuits. As far as the treatment was concerned, I could see clearly by the following morning and am completely satisfied with the result. A huge “thank you” to all concerned.”
“Over the past 6 months I have attended the clinic and enjoyed everything from the meet and greet, the receptionists, the eye test staff, the doctors, the nurses, the surgeons and all the staff in the operation area, together with aftercare staff and the exceptional cleaning ladies! Your coffee is legendary and delicious, and I shall miss not visiting you all, now that I am discharged. Thank you all. God bless.”
Along with the feedback mechanisms already available to patients, SpaMedica now intends to run a patient survey every month to continue monitoring and enhancing our standards of service.
Your feedback matters to us. Please tell us what you think is missing.
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