Overview of the Survey

Each year, the UK NHS National Aspergillosis Centre (NAC) surveys its patients to assess satisfaction with its services. In 2024, the survey was conducted online, with a link sent via Accurx text message to all patients attending NAC clinics between May 3rd and June 28th. A total of 446 patients were invited to participate, and 26 (5.3%) responded, slightly fewer than in 2023 (29 responses).

Key Findings and Action Points

1. Patient Satisfaction with Consultation Formats

Findings:

  • NAC clinics continue to operate with a mix of face-to-face, video, and telephone consultations.
  • 4/26 patients (15%) expressed dissatisfaction with a virtual consultation (compared to 0% in 2023). Reasons included missed or cancelled appointments and lack of a virtual appointment offer.

NAC Response:

  • We constantly review appointment communication systems to identify potential gaps.
  • Continue offering multiple consultation formats, maintaining at least one face-to-face appointment per year where possible.

2. Communication and Courtesy of NAC Teams

Findings:

  • 96% of patients were satisfied with staff courtesy, but one patient was dissatisfied with the CARES team (without an explanation).
  • Four different staff groups received one complaint each regarding communication or care.
  • One patient felt a doctor was rude; another reported issues with appointment cancellations and notification.

NAC Response:

While expressed levels of dissatisfaction are extremely low for each group, we strive to improve what is already an extremely high level of patient satisfaction with the NAC service by carrying out actions such as –

  • Regularly remind all teams about consistent patient communication and the importance of a positive patient experience.
  • Clarify the roles of different teams to reduce patient confusion about staff responsibilities.

3. Communication About Clinic Appointments

Findings:

  • 92% of patients were satisfied with clinic appointment communications (slightly down from 97% in 2023).
  • Issues raised included unclear directions to Clinic 3, unawareness of appointment cancellations, and difficulty rescheduling.

NAC Response:

  • We regularly review administrative procedures for communicating appointment changes.
  • We will improve directions to the NAC clinic in appointment letters for first-time patients.

4. Patient Education and Access to Resources

Findings:

  • 50% of patients received a leaflet on antifungal side effects, consistent with 2022 & 2023. Notably, not all patients are prescribed antifungal medication and consequently, will not be given a leaflet.
  • 88% of patients felt they understood staff responses to their questions, but three patients indicated confusion.
  • 23% of patients accessed online physiotherapy materials, a significant drop from 45% in 2023.
  • Several patients were unaware of the aspergillosis.org website, despite receiving text messages about it.

NAC Response:

  • Reinforce leaflet distribution for patients prescribed antifungal medications.
  • Ensure staff check for patient understanding and refer the patient to CARES for further guidance if needed.
  • Physiotherapy team noted all patients are informed of the availability of the resources if they feel the need to refresh their understanding. The resources generally reinforce what the patient has already been taught so a reduction may well reflect positively on the quality of teaching/patient retention of information.
  • We have reviewed text message wording to better highlight aspergillosis.org and all newly diagnosed patient are receiving information booklets including this information via myMFT, text message or in clinic.

5. Facility and Logistics Issues

Findings:

  • A complaint was received about poorly sealing sample containers used for postal blood and sputum tests.

NAC Response:

The number of patients expressing difficulties with sample containers is very low, but we strive to improve

  • We will regularly review sample container quality before distribution.

Conclusion

The survey provides valuable insights into patient experiences at NAC, highlighting areas for improvement in appointment communication, patient education, and facility navigation. NAC will take the necessary actions to enhance service quality and patient satisfaction in 2025 and survey patients again in 2025.

Thank you to all patients who participated in the survey.

NAC CARES Team, 2025