Fiona Dobbie, Dr Rosemary Hiscock and Professor Linda Bauld
Presenter(s)
Fiona Dobbie Research Fellow, Institute for Social Marketing, UK Centre for Tobacco and Alcohol Studies, University of Stirling
Abstract
Background: In 2008, a self-complete questionnaire was developed to measure client satisfaction with the NHS Stop Smoking Services (SSS). In 2013 nine SSS took part in a prospective study (ELONS) to evaluate the longer term impact of SSS. All clients who participated in ELONS were sent the questionnaire 4 weeks after their quit date.
Data: Questionnaire posted to 3069 clients along with two reminder mailings; 33% (1006 clients responded). Questionnaires were analysed using SPSS.
Results: Overall satisfaction levels were high (61% very satisfied), but there was some variation by CO validated quitters and non quitters (64% vs 51%). Quitters were more likely to be satisfied with support from staff, information provided and happier to return to the services if needed. Additional comments suggested that obtaining medication can be complicated and time-consuming. Improvements included evening appointments, having a choice of group or one to one support and a longer period of support.
Conclusion: Smokers who accessed SSS in the study areas had a very positive experience. SSS should be supported to use the questionnaire in a more consistent manner to monitor levels of satisfaction and give feedback to commissioners and other stakeholders.
Source of funding: This project was funded by the National Institute for Health Research Health Technology Assessment (NIHR HTA) Programme (project number 09/161/01)
