National Inpatient Survey Results Published
The Care Quality Commission’s (CQC) 2013 inpatient survey shows the Norfolk and Norwich University Hospital (NNUH) has improved patient experience significantly compared to last year.
This was the eleventh survey of adult inpatients by the CQC and involved 156 acute and specialist NHS Trusts; responses were received by 62,400 patients, which was a 49% response rate. The number of NNUH respondents was 499 and the response rate was 60%.
Patients have rated NNUH higher in 39 indicators out of 70, and statistically significantly higher in seven areas, as follows for:
• Staff explaining the risks and benefits of their patients' operation or procedure
• Staff explaining what would be done during their patients' operation or procedure
• Staff answering patients’ questions about their operation or procedure
• Overall patient experience
• On arrival at hospital, waiting time for a bed on a ward
• Provision of written advice before leaving hospital
• Provision of copies of letters sent between hospital doctors and GPs
Anna Dugdale, NNUH chief executive said: “We are very pleased that our patients rate their experience with us so highly. Our staff work extremely hard to deliver our vision of patient care – To provide every patient with the care we want for those we love the most. We are grateful to our patients for giving all their feedback, it highlights opportunities to further improve our care and to strive for the highest standards for our patients.
“We are also extremely pleased that our Friends and Family Test feedback from inpatients last month at 84 was the highest score achieved since we started carrying out patient surveys two years ago. Our Matrons have been using the information from these surveys to work with our ward teams to improve the care we provide and the improved score demonstrates the difference they are making.
“To have such good patient feedback is a reflection of everything our staff do, this is also true of the CQC’s Intelligent Monitoring Report which assessed NNUH at the highest performance level of band 6, confirming that the standards of our delivery of care to the people of Norfolk are amongst the very highest in the country. ”
Notes for editors
1. The Care Quality Commission’s (CQC) 2013 inpatient survey can be found at http://www.cqc.org.uk/survey/inpatient/RM1
2. Please see here a video explaining the role of the Friends and Family Test.
3. CQC Intelligent Monitoring
NNUH has achieved the highest performance of band six in the latest CQC intelligent monitoring report with a total risk score of three out of a maximum possible score of 184. The intelligent monitoring reports reveal the performance of acute hospitals across the country using key indicators and rank trusts between bands one to six – those at most risk with the lowest score. The CQC uses the scores to give its inspectors a clear indication of where and what areas of patient care need to be examined in their round of regular inspections.