Patient feedback on hospital’s care and privacy

The latest feedback results gathered from more than 1,000 patients treated at the Norfolk and Norwich University Hospital show high satisfaction levels.

Valuable patient feedback is gathered every month at the Norfolk and Norwich University Hospital and Cromer and District Hospital using innovative touchscreen technology.

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

During December 2009 and January 2010 more than 1,000 patients (1,066) gave their feedback on services across the hospital from the Emergency Department, the medical and surgical wards, and the Arthur South Day Procedure Unit.

The NNUH results for the two months were:

Emergency Department (Sample = 76)

• 100% said they would recommend the hospital to family and friends
• 100% said they were given privacy when being examined
• 98% said nurses showed care and compassion

Medical wards (Sample = 311)

• 97% said nurses showed care and compassion
• 94% said they would recommend the hospital to family and friends
• 94% said staff responded to their needs

Surgical wards (Sample = 539)

• 97% said nurses showed care and compassion
• 96% said they would recommend the hospital to family and friends
• 95% said staff responded to their needs

Arthur South Day Procedure Unit (Sample = 140)

• 100% said they were satisfied with their care
• 100% said they were given an explanation regarding their medication
• 98% said they would recommend the hospital to family and friends

Last month the health watchdog, the Care Quality Commission, reported that the Norfolk and Norwich University Hospitals NHS Foundation Trust was in the top 20 per cent nationally for the overall quality of out-patient care.

The Dr Foster Intelligence system is used on wards, emergency and out-patient areas to monitor patient satisfaction and deliver improved patient services.