National Inpatient Survey 2014

Gloucestershire Hospitals NHS Foundation Trust has welcomed feedback from patients following the publication of the Care Quality Commission (CQC) National Inpatient Survey.

The annual survey, carried out by survey contractor Patient perspective on behalf of the Trust, asked the views of adults who had stayed overnight as an inpatient in June 2013. People were asked what they thought about different aspects of the care and treatment they received at Gloucestershire Royal or Cheltenham General Hospitals. It is part of a series of patient surveys required by the Care Quality Commission for all NHS Acute Trusts in England.

The survey looks at areas such as admission to hospital, A&E, waiting lists and planned admissions, the hospital ward, doctors and nurses, care and treatment, operations and procedures, leaving hospital as well as the overall experience.

The survey was undertaken by a postal questionnaire sent to patients’ home addresses with a free post envelope provided for those patients wishing to participate.  A random sample of 850 inpatients (aged over 16 years) who were discharged from our Trust during August 2013 were sent the questionnaire; we achieved a response rate of 58%.  

Our patients scored us in the top 20% in areas such as privacy in the emergency department and on the wards, pain management and communications.

 

Patient comments included:

 

“The members of staff on all levels were extremely helpful, thoughtful and competent, reassuring and very patient.” 

“I would like to say the treatment I received was absolutely first class. They looked after me very well indeed, every one of the staff were excellent. I couldn’t have been better looked after.” 

“Nursing care was excellent, staffing levels and general feel of the ward was very good indeed.” 

Areas we could improve include reducing the noise in the wards at night, ensuring our patients receive copies of letters and to improve the information we share with our patients after they have left our hospitals. 

Head of Patient Experience Heather Beer said: “Gathering patient views of their experiences is very important, but it’s how we respond that makes the difference.  We are proud of the services we provide, but we know there are areas we could improve. To help us better focus our efforts, we are working to enable more of our patients to provide feedback and are increasing awareness of how to let us know when services fall below the high standards we expect”.