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National Outpatients’ Survey 2016 shows improvements


Gloucestershire Hospitals NHS Foundation Trust has welcomed feedback from patients following the publication of the 2016 National Outpatient Survey.

Carried out by Picker Institute, questionnaires were sent to randomly selected patients who received treatment as an outpatient at either Cheltenham General or Gloucestershire Royal Hospitals in February 2016.

Overall, the Trust performed well when compared to other Trusts in respect of their overall impression of the Outpatient Departments. The survey includes questions on the provision of information from staff, the communication from staff before and after tests, the level to which they felt involved in decisions and their perception of their time at the hospital.

A total of 1250 patients from our Trust were sent a questionnaire. 1223 patients were eligible for the survey, of which 630 returned a completed questionnaire, giving a response rate of 52%. The average response rate for the survey nationally was 48%.

The clear explanation of tests by staff was reported by 83% of respondents; 84% said all members of staff introduced themselves; 99% said they would recommend the department  to family and friends; and 84% said they had enough privacy for discussion of their condition or treatment.

Compared to our 2011 survey, the trust has improved on 29 of the questions and performed worse on just one, while 44 areas show no significant change.

Chief Executive Deborah Lee said: “Gathering our patients’ views of their outpatient experiences is vital to enabling us to improve our service and make a difference to patients’ experience of care. We are pleased with the results of the survey but certainly not complacent. We are now developing plans to address the areas where we fared less well and to ensure our staff continue to be focused and committed to improving the experience of patients and carers."