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


Home > News > More patients happy to recommend our hospitals

More patients happy to recommend our hospitals

Posted on Monday 11th May 2015
gail naylor

Gail Naylor, executive director of nursing and midwifery (centre) said the results are a 'real boost to our staff'

North Cumbria University Hospitals NHS Trust has once again received the seal of approval from patients, with a large majority happy to recommend their place of treatment to friends and family.

Inpatients, outpatients, those receiving emergency care and women using our maternity services have all given the Trust a big thumbs up, with the vast majority of those responding to a patient experience survey saying they would be happy to recommend our services to their friends and family.

The ‘friends and family’ survey is a national questionnaire which asks patients whether they would be likely to recommend the ward or department to their friends and family, should they need similar care.

The Trust’s friends and family score for A&E was consistently high throughout 2014/15, and within the top 20% of trusts nationally. For the period of January to March 2015, 96% of patients responding to the survey said they would be likely or extremely likely to recommend the service, up from 94% in the period of October to December 2014.

The percentage of respondents extremely likely or likely to recommend our services in maternity remains extremely high – 98% for January to March 2015 – and is consistently above the national average. The most recent figure for inpatients shows 96% extremely likely or likely to recommend the ward they were treated on, while 96% of outpatients would rate the Trust as excellent, very good or good.

The Trust has been working hard to increase the number of eligible patients completing the survey, with considerable success. For example, the response rate among inpatients rose from 11% in May 2013 to more than 43% in March 2015. Among A&E patients, response rates were at least 10% above the national average throughout January to March 2015.

This has been achieved by a number of actions put in place, including weekly reporting of response rates by ward and a commitment to the programme by the Trust Board, ensuring results are talked about and feedback acted upon.

Executive director for nursing and midwifery Gail Naylor said: “Patient feedback is incredibly valuable to the Trust – we need patients to tell us where we could be doing better in order to make those changes. That is why we have been working hard to increase the number of patients giving us their views about the care they have received.

“These figures are heartening and will be a real boost to our staff – to know that the vast majority of our patients would be happy to recommend their care to their family and friends. I would strongly encourage anyone asked to take part in a patient experience survey to do so, to help us to ensure the care we give is as safe, caring and responsive as it can possibly be.”

Any patient or relative who has any comment about the care in our hospitals should speak to a member of staff or email