Patients give verdict on care, catering and cleanliness at NNUH
Patients at the Norfolk and Norwich University Hospital have been giving their verdict on standards of care, catering and cleanliness.
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