The hospital uses a Dr Foster Intelligence Patient Experience Tracker system which has portable touchscreen "tablets" that patients use to key in answers to a range of questions about their care.

The lightweight handheld units are large enough to be handled by frail patients and feature large print and translations for non-English speakers. The tablets also meet infection control standards. Hospital volunteers use the tablets and undertake the survey work with patients.

During February 2008 a total of 615 patients from eight wards gave their views. The results are used to help staff improve the service to patients.

The NNUH results were:

• 98% were treated with respect and dignity
• 97% were happy with the care they received
• 92% said ward staff were approachable, professional and sensitive
• 84% said staff answered questions in a way they could understand
• 81% said they were kept well informed by staff

A separate analysis of Serco comment cards completed by 2,441 patients between July 2007 and February 2008 has also shown high levels of patient satisfaction with catering and cleanliness:

• 98% said cleanliness was good or excellent
• 93% rated the food as good or excellent
• 100% said staff were helpful