Inpatient Survey 2016

WRIGHTINGTON, WIGAN AND LEIGH NHS FOUNDATION TRUST

Executive Summary

JANUARY 2017 TRUST ID: RRF SURVEY ID: UKINP2016

1 Inpatient Survey 2016 | Wrightington, Wigan and Leigh NHS Foundation Trust

2 Inpatient Survey 2016 | Wrightington, Wigan and Leigh NHS Foundation Trust

Introduction This document summarises the findings from the Inpatient Survey 2016, carried out by Picker, on behalf of Wrightington, Wigan and Leigh NHS Foundation Trust. The Care Quality Commission report is due for publication in April 2017. Picker was commissioned by 83 trusts to undertake the Inpatient Survey 2016. A total of 1250 patients from your Trust were sent a questionnaire. 1178 patients were eligible for the survey, of which 522 returned a completed questionnaire, giving a response rate of 44%. The average response rate for the 83 'Picker' trusts was 41%.

Your results at a glance

Historical changes for all questions Differences from the 'Picker Average' All

questions

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Have we improved since the 2015 survey? A total of 63 questions were used in both the 2015 and 2016 surveys. Compared to the 2015 survey, your Trust is:

Significantly BETTER on 4 questions

Significantly WORSE on 3 questions

The scores show no significant difference on 56 questions

How do we compare to other trusts? The survey showed that your Trust is:

Significantly BETTER than average on 24 questions

Significantly WORSE than average on 0 questions

The scores were average on 43 questions

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Understanding your results Survey results highlight areas that need improvement to provide a better service for patients. When deciding upon the improvements you would like to make there are a number of ways of looking at the results to decide which issues to focus on first. Compare results over time - have you improved since the 2015 survey? The Inpatient survey is currently repeated on an annual basis. Looking at trends over time helps to focus attention on improvements and on those areas where performance might be slipping. Comparisons to the data from 2011 to present are available in Section 5 of the full report.

The Trust has improved significantly on the following questions:

2015 2016

Planned admission: not offered a choice of hospitals 58 % 48 %

Hospital: bothered by noise at night from other patients 44 % 34 %

Hospital: food was fair or poor 37 % 30 %

Doctors: talked in front of patients as if they were not there 22 % 16 %

The Trust has worsened significantly on the following questions:

2015 2016

Discharge: did not feel involved in decisions about discharge from hospital 41 % 50 %

Discharge: not given notice about when discharge would be 38 % 46 %

Discharge: not told who to contact if worried 17 % 22 %

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Compare results with others Picker ran Inpatient surveys for 83 trusts nationwide in 2016. Your results are shown alongside the others to help you make comparisons against the average for all trusts where Picker implemented the survey. They will help you to focus on areas where your performance is poor compared to others and where there is plenty of scope for improvement, as well as highlighting your areas of success.

Your results were significantly better than the ‘Picker average’ for the following questions:

Trust Average

Planned admission: not offered a choice of hospitals 48 % 69 %

Planned admission: should have been admitted sooner 19 % 25 %

Planned admission: specialist not given all the necessary information 1 % 2 %

Hospital: shared sleeping area with opposite sex 4 % 7 %

Hospital: patients in more than one ward, sharing sleeping area with opposite sex 1 % 5 %

Hospital: patients using bath or shower area who shared it with opposite sex 9 % 12 %

Hospital: bothered by noise at night from other patients 34 % 39 %

Hospital: room or ward not very or not at all clean 1 % 3 %

Hospital: toilets not very or not at all clean 2 % 5 %

Hospital: felt threatened by other patients or visitors 2 % 3 %

Hospital: food was fair or poor 30 % 39 %

Hospital: not offered a choice of food 17 % 20 %

Doctors: did not always get clear answers to questions 24 % 30 %

Doctors: did not always have confidence and trust 13 % 18 %

Doctors: talked in front of patients as if they were not there 16 % 22 %

Nurses: sometimes, rarely or never enough on duty 35 % 40 %

Nurses: did not always know which nurse was in charge of care 42 % 51 %

Care: not enough (or too much) information given on condition or treatment 16 % 19 %

Care: not always enough privacy when discussing condition or treatment 18 % 24 %

Care: more than 5 minutes to answer call button 11 % 18 %

Surgery: risks and benefits not fully explained 13 % 17 %

Surgery: questions beforehand not fully answered 17 % 21 %

Surgery: anaesthetist / other member of staff did not fully explain how would put to sleep or control pain 9 % 14 %

Overall: did not receive any information explaining how to complain 52 % 60 %

Your results were significantly worse than the ‘Picker average’ for the following questions:

NONE

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Comparisons between sections The sections of the Inpatients questionnaire are designed to mirror the patient journey. Overall, there are nine sections. Below, the significant differences in your trust’s performance compared to the average, and to your own performance last year, are shown by section. At a glance therefore, you can see which parts of the trust are performing best and which parts may require improvement.

A. ADMISSION TO HOSPITAL E. YOUR CARE AND TREATMENTS

B. THE HOSPITAL AND WARD F. OPERATIONS & PROCEDURES

C. DOCTORS G. LEAVING HOSPITAL

D. NURSES H. OVERALL Averages

Historical

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Next steps Communicating results and priorities for service improvement, across the organisation and in your local area, is key to ensuring that changes are implemented successfully. Patients and staff should be involved in developing an action plan and any resulting quality improvement activities. Once priorities have been identified: ο Look at internal benchmarks (sites / specialties) – compare results within the trust to help identify problem areas and examples of best practice from within the trust ο Additional analysis available from Picker (including demographic / regional breakdowns), to aid in targeting improvements in the areas where they are needed most ο Look at patient comments for details and suggestions – available on-line (https://www.picker-results.org) ο Tie in with other surveys / PALS / complaints ο On-site presentation of your results, or action planning meeting chaired by an experienced Picker project manager (included in your survey package) ο Develop an action plan ο Raise awareness about the patient surveys – publish results and action plans We provide a range of tools to help you make best use of your patient survey results, including our latest innovation Picker Improvement Maps™ which are available on request. Further details of how to use your survey results, and links to these Quality Improvement tools are outlined in Section 1 of the full survey report (How to use this report). If you need further assistance with understanding your results, or on any other aspect of the Inpatient Survey please contact any member of the Patient Feedback Team at Picker (Tel: 01865 208100), who will be happy to help you. Full contact details are listed overleaf.

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Picker Patient Feedback Team: For more information about your survey report please contact any member of the Picker Feedback Team. Lucas Daly Sarah Gancarczyk Ida Monfared Afroditi Pekou Jessica Pentelow Susannah Perkins Hanan L’Estrange-Snowden Alex Rawet Picker Institute Europe Buxton Court 3 West Way Oxford OX2 0JB Tel: 01865 208100 Fax: 01865 208101 Email: PatientFeedbackTeam@pickereurope.ac.uk Website: www.picker.org Results website: https://www.picker-results.org

Quality Assurance & Information Security Picker Institute Europe is wholly committed to delivering high quality surveys, research and service improvement in a way that ensures patient confidentiality and protects the reputation of our clients. To meet this commitment we will maintain our current certifications to ISO 20252 and ISO 27001, providing a guarantee that we handle all information securely and that we comply with the Data Protection Act 1998 and the Market Research Society's (MRS) Code of Conduct. Our systems and processes include a thorough approach to assessing and mitigating risk, and ensuring business continuity. We have procedures in place to ensure that any subcontractors we use conform to our quality and information security systems. Our quality and information security management system seeks to continually improve the ways in which we work and the products we deliver to our clients. Picker Institute Europe aims to be an intelligent as well as a committed organisation that is always learning and developing new approaches. In addition to the regular surveillance visits carried out by external bodies we have our own auditing and quality and information security management team. With the help of feedback from our clients, the team continuously monitors the quality of service we provide. Quality Assurance and Information Security Management System Certificates Picker Institute Europe operates an integrated quality system and is certified by SGS United Kingdom Ltd. to ISO20252:2012, the international standard for organisations conducting market and social research (certificate number GB08/74322). SGS are an UKAS accredited organisation No. 005 to EN 45012:1998 for management systems certification. Picker Institute Europe has UKAS accredited certification for its information security management system (ISO27001:2013) from SGS (certificate number GB10/80275). Picker Institute Europe is registered under the Data Protection Act 1998 (Z4942556). Storage and retention of primary data Paper questionnaires and qualitative recordings are retained for six months unless another retention period is agreed with the client. Any sensitive or confidential material is stored securely in line with our data protection policy (see above). After six months these records are destroyed securely.

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