Inpatient Survey 2007

Paul Reeves/Joy Wilk June 2008

Improvements > Seven

Question 2006

2007

Sharing a room with patients of the opposite sex Amber

Green

Bother by noise at night from staff Red Amber

Patient offered a choice of food Amber

Green

Confidence and trust in the doctors treating you Amber

Green

Doctors washing or cleaning hands between touching

patients Ambe

rGreen

Nurses washing or cleaning hands between touching

patients Red Ambe

r

How long was the delay to discharge Red Amber

  Best 20% of Trusts   Intermediate 60% of Trusts

  Worst 20% of Trusts

Questions with worse scores

  Best 20% of Trusts

  Intermediate 60% of Trusts

  Worst 20% of Trusts

Question 2006 2007

How would you rate Hospital food Amber Red

Help at meal times Amber Red

Information given on condition or treatment Amber Red

Told how you could expect to feel after an operation or procedure

Amber Red

Did the hospital staff give your family or someone close to you all the information they needed

Amber Red

Results Overall

  Best 20% of Trusts

  Intermediate 60% of Trusts

  Worst 20% of Trusts

Question 2006 2007

Treated with Respect & Dignity whilst in hospital

Red Red

Rate how well doctors & nurses work together

Red Red

Rate the care received Red Red

Whilst in hospital asked to give views on the quality of care

Amber Amber

Did you see poster or leaflets explaining how to complain about the care you received

Not included

Amber

If you wanted to complain, did hospital staff give you the information you needed to do this

Not included

Red

Main Areas Patient Dignity Hospital Cleanliness Communication Overall Care

Theses themes have been identified as key themes for concern in London District General Hospitals by NHS London

Who completed the questionnaires? 344, returned questionnaires

54% of patients were 66years +

58% had a long term condition*

*59% of these had conditions which impacted on everyday activates

Being treated with respect and dignity

20 patients said ‘No’ 35 patients said not enough privacy when discussing their condition or treatment 7 patients said not enough privacy when being examined or treated

Cleanliness

41 patients said ward / room not very clean / not at all clean 62 patients said bathroom & toilets not very clean / not at all clean

Communication

Did poorly on a range of questions regarding information e.g. Differing information given, talk in front of patient as if they weren't there,

operations and procedures, discharge, medication, someone to speak to regarding worries or concerns etc

What matters most to patients ?

Specific Actions > The Improving Patient Experience Group

[IPEG] established in October 2007 Weekly EHT inpatient questionnaires. Cleanliness: The Trust has completed the

Department of Health deep cleaning programme, Good PEAT scores

Staff Shortage: The Trust is currently undertaking a nursing skill mix review

Communication: Customer care training is in place, review of patient information

Food: A new Nutrition Forum was established in February 2008

This Years Key Actions Culture Change – Commitment to Care Promotion of Improvements &

Innovations Communication High Profile Topics: e.g. Infection Control, Patient Safety, and Hospital

Cleanliness Hotel Services