Annual Report and Financial Accounts 2010/11
Quality Report 2010/11 Patient Experience
The main systems in place to measure patient satisfaction are:
l National mandatory patient surveys
l Trust wide Patient Survey cards and Bespoke patient surveys including Real-Time Patient Feedback
l Patient complaints National Patient Survey Results
The Trust participated in the Care Quality Commission National Inpatient Survey 2010. A total of 850 patients from the Trust were sent a copy of the questionnaire, of which 467 were returned, giving a response rate of 57%. The national average response rate was 50%.
The survey highlighted many positive aspects of the patient experience and was highlighted as one of the top 20% of Trusts for:
l Providing patients with assistance with their meals
l The availability of nursing staff, confidence and trust in nursing staff and understanding information provided by nursing staff
l Involving patients in decisions about their care and providing information about their treatment or condition, including the risks and benefits.
l Providing patients with written information about what to do when they left hospital, including the purpose of any medications to take home and any symptoms to look out for.
l Pain control l Privacy and dignity
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The Trust scored below national average scores (lowest 20% of Trusts) for patients perception of:
l Patients using bath or shower area who shared it with opposite sex
l Availability of posters or leaflets about hand wash and use of hand wash gels
l Availability of hand wash gels
l Privacy and dignity when being examined in the Emergency Department
l Patients family having enough time to talk to a doctor and patients themselves having someone to talk to about their worries or fears.
The report from the Care Quality Commission was issued in April 2011 and the Trust is currently developing an action plan to address issues raised within the survey report.
Trust Patient Survey Card Results
In addition to responding to national patient surveys, the Trust has an internal patient survey card which is available for all inpatients and outpatients to complete. The results of the survey cards are reviewed quarterly and information feedback to relevant clinical areas in order to support and maintain best practice. A summary of the results for 2010/11 are shown above.
In September 2010 a new Patient Experience Card was also introduced as part of a new initiative to gain real time monitoring of patients views. The survey card is facilitated through the Trust’s excellent pool of volunteers and public governors. Patients are asked a series of standard questions.
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