Results
Quantative data
The majority of quantitative patient feedback was highly positive (Table 1, attached); these findings were congruent with qualitative data. Unanimously positive feedback related to patients’ perceptions of nurse ability (99%), compassion and professionalism (100%) and information relating to aftercare (100%). Patient perception of nurses’ communication skills was also highly positive (88%).Those who had previously attended a consultant-led GONI clinic reported that they found the nurse-led clinic more efficient (89%), and that the wait to be seen was shorter (95%).
In the consultant-led clinic, nurses had only a clerical role and GONIs were performed by one consultant; this enabled between seven and 10 patients to receive a GONI per session. The nurse-led clinic typically allows two or three additional patients to be treated.
Feedback related to appointment choice was mixed. Although only 39% of patients were offered a choice of clinic dates, the majority accepted a lack of appointment choice - this was unlikely to contribute to patient dissatisfaction, as discussed below.