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Client experience survey 2012 – round 1

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The survey aimed to assess variations in client satisfaction with their employer’s occupational health (OH) service, and enabled OH services to benchmark the care provided to their staff against other OH services. It also aimed to compare the results, where possible, against previous participation and a national benchmark.

The survey subsequently formed part of the National Quality Improvement Programme (NQIP) and was available to all OH services in the UK from January 2014.

Key findings

  • 44% of OH services participated, achieving a response rate of 74%. Almost 8,000 questionnaires were submitted for analysis.
  • NHS staff who attended OH departments rated their experience very highly. The consultation skills of OH professionals were rated particularly highly.
  • Results are consistently better than those reported in the NHS national outpatient survey of 2011.