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North Cumbria University Hospitals NHS Trust - 70 years of the NHS


Home > News > 88-94% patients say they are happy with their hospital service

88-94% patients say they are happy with their hospital service

Posted on Tuesday 14th February 2012

Nurse Gill Long sets-up a patient experience survey on an ipad

A scheme enabling patients to give their ‘real time’ views on the care they receive while in hospital is consistently showing that between 88-94% are happy with their experience.

Patients are given an iPhone or similar handheld touch-screen device and asked to answer a few questions about their care, hospital cleanliness, food and the ward environment.

A web-based programme is then used to monitor and measure their experience, based on the feedback. It also measures real time staff satisfaction and clinical standards.

The scheme, pioneered by Cancer Nurse Specialist Mark Irving, is used at the Cumberland Infirmary and West Cumberland Hospital with patients across all specialities including both outpatients and inpatients.  It has recently been extended into both the Accident & Emergency Departments which are also using “patient stories” to help staff gather more detailed patient feedback.

The Trust was one of the first in the country to adopt this bespoke system and the surveys are now completed on a monthly basis with the support of volunteers and Patient Panel members.

The data is immediately uploaded into a web-based information system called Auditr and at the end of each month, if any element within the surveys falls below the expected standard an alert is generated for the Senior Sister / Charge Nurse of the ward. An action plan for improvement is then put in place.

The programme is designed to analyse information from the three data streams – patient experience, staff experience and clinical indicators.

Chris Platton, Acting Director of Nursing and Quality, said: “Understanding how patients experience the care they receive is a key component to delivering high-quality care. Through using this feedback, we can review our patients’ experiences to improve the quality of care and services we provide.

“We have now analysed all the information we received over a full year and in 2011, between 88-94% of patients who took part in the survey said they were very satisfied with the care they had received.”

The Care Quality Commission, the independent regulator of hospitals, also carries out an annual inpatient survey across all hospitals.

The results for the 2011 survey identify trusts which are performing better, about the same or worse than other trusts.  The areas where the Trust was reported to have performed better were:

  • Time waited for a bed
  • Consistent communication
  • Response times to call buttons
  • Not wanting to complain