Thousands of patients will be asked for views in new style hospital survey

A new-style patient experience survey has just been launched at the Norfolk and Norwich University Hospital and Cromer Hospital.

Over the last three years the two hospitals have surveyed about 70,000 people in a regular monthly survey of patients’ experience. The new survey will capture more detailed information, making it easier to identify any areas for improvement.

Chief Executive Anna Dugdale says: “Our vision for patient care depends on delivering consistently high standards of care and regular, timely feedback from patients is essential.”

A team of 24 hospital volunteers has been trained to use the new electronic devices which will hold the questionnaire and responses. The feedback will cover both in-patients and those attending out-patient appointments with the aim of seeking views from about 3,000 people a month.

The information obtained will be anonymous to encourage a large response from patients. The survey will cover issues such as personal comfort, hand hygiene, nutrition, and dignity and privacy. Respondents will be able to add their own comments as well as answering standard questions.

In-patients will be the first to be asked for their views and the views of out-patients will be sought in the Spring, following a recruitment campaign to further expand the team of volunteers.

This new survey has been developed in partnership with Serco. It was drawn up using feedback from patients during NNUH’s large one-off survey event held over a one-week period in September 2011 when over 2,200 patients gave their views.

Valuable patient feedback is already gathered every month at the Norfolk and Norwich University Hospital and Cromer Hospital from a variety of sources. This new survey will enhance the information currently obtained and forms part of wider programme of patient engagement.

The results of the new survey will be published regularly at www.nnuh.nhs.uk

Notes to editors
A new campaign, called Feel Free 2 Ask, was launched last month to run alongside the new patient experience survey. The campaign will encourage patients and visitors to ask questions about their care.