CQC survey rates out-patient care in top 20% nationally

A Care Quality Commission survey published today places satisfaction with the quality of out-patient care at the Norfolk and Norwich University Hospitals NHS Foundation Trust in the top 20 per cent overall in the country.

A total of 532 adult patients at the Norfolk and Norwich University Hospital and Cromer and District Hospital were surveyed between July and October 2009 for the latest Care Quality Commission (CQC) survey in relation to out-patient care.

A total of 72,000 patients from 163 hospitals were surveyed nationally for the CQC survey. During the course of a year staff at the Norfolk and Norwich University Hospital and Cromer and District Hospital treat more than 450,000 out-patients.

The 2009 survey reveals the Trust was in the top 20 per cent nationally for the following:

• Overall quality of out-patient care
• Confidence and trust in doctors
• Confidence and trust in other health professionals
• Care in outpatient departments being well organised
• Appointments not being changed by the hospital
• Staff introducing themselves to patients
• Staff explaining what treatment would involve
• Staff explaining risks and benefits of treatment
• Patients knowing in advance what would happen during the appointment
• Doctors knowing the patient's medical history
• The reason for any waiting in clinic was explained to patients
• Patients being given consistent information from different staff
• Staff telling patients about symptoms to watch out for

Chief executive Anna Dugdale said: “We are pleased this survey puts us among the top performing hospitals for out-patient care nationally in such a wide variety of areas. We will be carefully considering the feedback patients have given and looking at how we can improve our services further.”