Inpatient SurveyInpatient Survey 20082008

Joy Wilk AD Clinical Governance June 2009

Appendix 4

““I wish the press would I wish the press would say something good for say something good for

a change”a change”

““Hospital always gets a Hospital always gets a bad deal”bad deal”

Some nurses Some nurses were very were very friendlyfriendly

Generally a good hospital

Caring Caring disposition of disposition of some nursessome nurses

Staff fairly good Staff fairly good temperedtempered

Mostly all staff Mostly all staff

goodgood

Some nurses Some nurses were very nice were very nice

Doctors and Doctors and nurses were nurses were

fairly cheerfulfairly cheerful

Some staff Some staff very goodvery good

One nurse One nurse introduced introduced

herselfherself

I I was treated was treated fairly wellfairly well

Most people were Most people were kind and helpful kind and helpful

The kindness of staff left me The kindness of staff left me in a happier frame of mind in a happier frame of mind

and feeling physically better and feeling physically better

The scores range across the 20% of Trusts with the lowest scores grouped in the red bar, the middle 60% of Trusts in

the amber bar and the 20% of Trusts with the highest scores in the green bar

Admission to Hospital The Hospital and Ward Doctors Nurses Care and treatment Operations and

Treatment Leaving hospital Overall

Inpatient Survey Results The results cover eight areas: -

What matters most to patients ? What matters most to patients ?

Being treated with respect

Having their dignity maintained

Being given information

Being involved in decision making

Being listened to

Empathy & patience

How can we do better ?How can we do better ?

This sample of questions show how a small number of positive This sample of questions show how a small number of positive responses (next to each question) would have tipped the score for responses (next to each question) would have tipped the score for that question from red to amber:- that question from red to amber:-

Somewhere to keep personal belongings (2)Somewhere to keep personal belongings (2) Information about condition or treatment given (2)Information about condition or treatment given (2) Call button – how long to get help (1)Call button – how long to get help (1) Enough privacy when discussing condition or treatment (2)Enough privacy when discussing condition or treatment (2) Explain how the operation had gone (3)Explain how the operation had gone (3) Treated with respect & dignity (5)Treated with respect & dignity (5) Confidence & trust……..Nurses (5) Doctors (4)Confidence & trust……..Nurses (5) Doctors (4) Talk in front of you as if you were not there….. Nurses (8) Talk in front of you as if you were not there….. Nurses (8) Doctors (6)Doctors (6) Everything to help with pain control (5)Everything to help with pain control (5)

What patients sayWhat patients say

Waiting for discharge medication-

Could TTAs be arrange a bit earlier

Told I was to be discharged on Friday had to stay until Monday because of delay in getting drugs

Delayed discharge waited from 10:00am to 7:00 pm for medicines

Waited 7 hours prior to operation

Waiting to go home – discharge takes so long

An inpatient on two occasions – both times I had a 4 hour wait for discharge - felt I wasn’t a priority as I was to be discharged

Waiting for a bed on a ward

It’s a small thing but would have left me with a better overall view of the hospital

What patients say What patients say

Don’t tell the whole ward what my illness is

Made me feel I was inconvenient

Waiting in a public place for an X-ray wearing hospital gown

Hospital gowns extremely embarrassing to wear

When I moved wards my clothes were not taken from my locker I lost all my nightclothes

No one seemed interested in how I was

Did not respond or acknowledge what I said

Woken early but no breakfast until 9:30

Prior to my operation I was given a razor and told to shave myself in areas to be operated on – I am 79 and cut myself badly

It’s a small thing but would have left me with a better overall view of the hospital

What patients sayWhat patients say

It’s a small thing but would have left me with a better overall view of the hospital

I had several examinations from different people asking me the same questions repeatedly

Staff seem to think giving information was always someone else’s role

Staff seemed not to know what was happening next and looked for more leadership

Communication between doctors and nurses

Need to give clear information

I had to explain my condition to several doctors / nurses who all gave me slightly different information – this made me feel even more insecure

Making progressMaking progress InIn the 2008 National Inpatient Survey improvements the 2008 National Inpatient Survey improvements

made included :- made included :-

Privacy when being examined in A & E Privacy when being examined in A & E Hospital foodHospital food Nurses on dutyNurses on duty Risk and benefits being explainedRisk and benefits being explained Asked about the quality of care Asked about the quality of care Opportunity to talk to a doctor Opportunity to talk to a doctor An explanation of what would happen during a procedureAn explanation of what would happen during a procedure Medicines explained in way which could be understoodMedicines explained in way which could be understood Family or someone close to the patient receiving all the Family or someone close to the patient receiving all the information needed information needed

In addition there were improvements in the scores of over 30 In addition there were improvements in the scores of over 30 questions but the latest survey tells us more work is neededquestions but the latest survey tells us more work is needed