Experience of Service Questionnaire (ESQ)

Experience of Service Questionnaire (ESQ)
Commission for Health Improvement‚ 2002
Attride-Stirling‚ 2002
 
ESQ for parents /carers
Certainly True – Partly True – Not True – Don’t know (“don’t know” response option is not scored).
1.    I feel that the people who have seen my child listened to me
2.    It was easy to talk to the people who have seen my child
3.    I was treated well by the people who have seen my child
4.    My views and worries were taken seriously
5.    I feel the people here know how to help with the problem I came for
6.    I have been given enough explanation about the help available here
7.    I feel that the people who have seen my child are working together to help with the problem(s)
8.    The facilities here are comfortable (e.g. waiting area)
9.    The appointments are usually at a convenient time (e.g. don’t interfere with work‚ school)
10.It is quite easy to get to the place where the appointments are
11.If a friend needed similar help‚ I would recommend that he or she come here
12.Overall‚ the help I have received here is good
What was really good about your care?
Was there anything you didn’t like or anything that needs improving?
Is there anything else you want to tell us about the service you received?
ESQ for young people aged 12-18
Certainly True – Partly True – Not True – Don’t know (“don’t know” response option is not scored).
1.    I feel that the people who saw me listened to me
2.    It was easy to talk to the people who saw me
3.    I was treated well by the people who saw me
4.    My views and worries were taken seriously
5.    I feel the people here know how to help me
6.    I have been given enough explanation about the help available here
7.    I feel that the people who have seen me are working together to help me
8.    The facilities here are comfortable (e.g. waiting area)
9.    My appointments are usually at a convenient time (e.g. don’t interfere with school‚ clubs‚ college‚ work)
10.It is quite easy to get to the place where I have my appointments
11.If a friend needed this sort of help‚ I would suggest to them to come here
12.Overall‚ the help I have received here is good
ESQ for children aged 9 -11
1.    Did the people who saw you listen to you? (Yes-Only a little-Not really-Don’t Know)
2.    Was it easy to talk to the people who saw you? (Yes-Only a little-Not really-Don’t Know)
3.    How were you treated by the people who saw you? (Very well-Ok-Not very well-Don’t Know)
4.    Were your views and worries taken seriously? (Yes-Only a little-Not really-Don’t Know)
5.    Do you feel that the people here know how to help you? (Yes-A little-Not really-Don’t Know)
6.    Were you given enough explanation about the help available here? (Yes-Only a little-Not really-Don’t Know)
7.    Do you feel that the people here are working together to help you? (Yes-Only a little-Not really-Don’t Know)
8.    The facilities here (like the waiting area) are… (Comfortable-Ok-Uncomfortable-Don’t Know)
9.    The time of my appointments was… (Convenient-Ok-Not convenient-Don’t Know)
10.The place where I had my appointments was… (Easy to get to-Ok to get to-Hard to get to-Don’t Know)
11.If a friend needed this sort of help‚ do you think they should come here? (Yes-Maybe-Not really-Don’t Know)
12.Has the help you got here been good? (Yes-Only a little-Not really-Don’t Know)
 
 

Attride-Stirling‚ J. (2002) Development of Methods to Capture Users’ Views of CAMHS in Clinical Governance Reviews. Available at www.healthcarecommission.org.uk/_db/_documents/04017624.pdf  

Brown A‚ Ford T‚ Deighton J‚ Wolpert M. (2012). Satisfaction in child and adolescent mental health services: translating users' feedback into measurement. Administration and Policy in  Mental Health;41(4):434-46